Preventive Maintenance
Hi, Is there a way you can export a list of the Preventive Maintenance items you have setup to include Category, Sub-Category, Item, Time etc. ? Not the ones you've created, just the list of items that should get created each day.... Andrew
Creation of incident by user-requestor via REST API
Hello, Please advise me how to integrate the service desk with user-requestor via REST API? The user-requestor does not have the technical key, and without it the incident can not be created. Any other way? Thank you.
Quick Create Settings (for Requester)
Dear Support, Is there any option for Quick Create Settings to end user, as they don't want to complete all the form in incident template. Regards Mooez
Populating "Asset Components" in Assets
We use an air gapped system, so I have to add all the assets by CSV spreaddheet. I am trying to get to grips with the Asset side of Service Desk. I can create a server but I want to add "asset components" to the server, like memory, PSU DVD drive memory etc. In the default setup I have under Assets, Asset Components there is only Keyboard and Mouse. I can not see how to populate these option to include Memory, PSU DVD drive etc? I am new to administering this and the previous imcumbent managed to
Manage Engine slow down
Hi, Our Manage Engine environment is experiencing slow down from time to time until the time we cannot access it anymore. Sometimes, when we restart the service, it will be up again. What could be the possible reasons for this? The only thing that we can think of is the large number of file attachments. Will that be a concern? Thanks! Geraldine
Backup failure
Hi, We are receiving the below error during scheduled backup in the Manage Engine Servicedesk Plus. Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.io.IOException: The process cannot access the file because another process has locked a portion of the file at java.io.FileInputStream.readBytes(Native
REST API - Get all CI´s owned by a person OR department
Hi all, Is it possible to use the REST API to get all CI´s owned by a person OR department? Thanks, Hans ### Get all CI´s $key = '627CAA04-A195-4EB5-88FB-348A888CAAAA' $server = 'servicedesk-test.DOMAIN.com' $body= @{OPERATION_NAME='read';TECHNICIAN_KEY=$key;format='xml'} $xmldoc=Invoke-RestMethod -Method POST -Uri "$server/api/cmdb/ci/list/all" -Body $body $xmldoc.OuterXml
Email issue since 9226 upgrade
We upgraded to 9226 after having an issue with 9225. Thankfully this has resolved our first issue however now we are using 9226 our notification rules are not working properly. For example when logging a request via email we generate a reponse with the subject: Your IT request has been logged - Ref: $refid For some reason when we log calls post upgrade either no response is recieved or a response is recieved with a reference id that does not match the request that has been logged. Call reference
How to customize Incident, Service catalog, Quick action menu bar
Hi Team, I would like to customize Incident, Service catalog, Quick action menu bar so could you please let me know how to do it. Example, Created incident catalog called "Windows Software issue " - By default it is showing after New Incident under incident catalog menu bar Incident catalog - software issue [category i need to create ] - windows software issue [catalog that i have created] Thanks Arjun
Creating Tasks
Whenever a task is created the browser closes. I tested this on I.E 11 and on Chrome. I enabled popups on I.E.and now receive message "The webpage you are viewing is trying to close tab" Do you want to close tab" If I say no the task creates fine. In order for it to work in Chrome I have to do a save and add new. 9.2 Build 9213
Remove -> re-add technician effect on tech history?
If I remove a technician's account, then re-sync AD , then re-add the technician with the same credentials, will he still be attached to his long term history on requests and changes and custom views? I have a tech who is getting weird behavior and I believe this is a solution. Thanks
ServiceDesk Plus 9226 Released
Dear Users, SDP 9226 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9226: SD-63712 : Unable to login into application when passing user name and password as parameter. SD-63873 : Duplicate assets found when searching an asset. SD-63692 : Unable to create Purchase Order from Purchase Request when modifying the requested item name. SD-62640 : Software compliance does not get updated properly when workstations
Can't able to see a technician
Hi, I created a technician but I can't see him. He is active because he can manage tickets (reply, close). I would like to add a new role but I can't. If he try to create this technician again, the message is : "Login with same name already exists. Please provide a different value." Have you got the same issue and have you a solution ? I don't want to delete and create again the technician because all tickets he has closed will be blank for the field technician. Regards Sylvain
Restrict Incident Request Types to User Groups
I want to restrict Incident Request types to specific groups, for example I only want users that are part of my HR group to be able to create requests that are related to onboarding and offboarding. I do not want any other users to even see those options. Is that possible?
Scheduled reports after SD+ reinstall
Hi, I recently had an incident with SD+ that made me reinstall with your help. I was able to restore attachments and everything but scheduled reports. Can you please let me know which files/folders or how I can restore this reports? Thanks
how to configure sms gateway to servicedesk plus
Dear Support, We have SMS Server for sending SMS to our technicians, we use the IP Address of Server and port 10001 for sending SMS. Kindly guide us how to configure this server to SDP Regards Mooez
Move and Duplicate Tasks between Modules
Has anyone else wanted to see the ability to move a task around between modules? Example: You're working on a request, and as you work you find that it is a bigger effort than initially thought. So, you want to begin working this as a project. You can currently link the project to the request, but to see or manage those tasks, you have to click on Requests, then tasks and manage them at the request level. You can't link them to milestones. Request Task: The tasks on the project and the request
Notification Bell Stopped Displaying Message Count After 9222 Patch
This bug has persisted through multiple patches now. Has anyone else experienced this?
How to delete old / useless reports?
I am an SD+ technician. How do I delete old reports created that are no longer needed? Thanks.
Are you API about ServiceDesk Plus - Part 4
There are currently two main options used to run PowerShell scripts from ServiceDesk Plus, the 'Request Custom Menu' or 'Custom Trigger' options, available from 'Admin > HelpDesk Customiser'. Both of these configurations will have an option to execute a script and, in order to run a PowerShell script, you will need to use the following command as an 'Execute Script' action: cmd /c powershell.exe -WindowStyle Hidden -file c:\ManageEngine\ServiceDesk\integration\custom_scripts\testscript.ps1 $COMPLETE_JSON_FILE
Wildcard SSL Cert
I have a wildcard SSL cert that I already have for multiple items on my domain. Am I able to install an existing wildcard SSL for SD+ or do I need to procure a different SSL? If I can use the wildcard, what is the process to install it as I would not have created any CSRs. Thanks
Software Assets
Since ServiceDesk Plus does not treat software as assets that can be linked in an incident request, I'm curious how others are handling this situation. If you have an incident request for an application that is crashing, hanging, or otherwise misbehaving, how are you linking the software to the incident? Thanks, Robert
Finder user phone number from asset
What is the shortest path/method to find a user's phone number when looking at the asset is SDP?
Multiple requests at once using servlet API
Hi, I would like to know how I can create multiple requests simultaneously using servlet API (http://machine_name:Port_Number/servlets/RequestServlet). Please guide me to a post if this is already posted on the forum. Thanks
Purchase order - Valid exchange rate?
Hi All I'm trying to add a purchase order but when I try to save it I get a message saying 'Please enter a valid exchange rate'. Can someone please tell me where the exchange rate is set? The daft thing is that this is pretty much exactly the same as a PO I created yesterday which didn't ask me for an exchange rate. Same product, same supplier, different delivery address. Supplier address, delivery address, and billing address are all set as in UK. Any ideas anyone please? Many thanks, Paul
Notifications
When an Incident is created we have the option to decide who in a group gets notified. I do see that this is the same when a Task is assigned to the group. Is that correct? I have to uncheck notify group when Task assigned to group since not all Technicians be working off of task. If this is not an option can it be added in future releases?
How to link similar help desk requests and resolve those at one go?
Here's a short video explaining how you can link similar help desk requests and resolve them all together. This feature reduces the time spent on redundant requests thus increasing the productivity of the technician. Here are more such short videos to help you get the most out of ServiceDesk Plus. Brief explanation of the video: Step 1: The similar requests are selected Step 2: "Link requests" is selected from the "Actions" drop-down menu. Suitable comments are entered and the requests are linked.
Depending on Field and Forms Rules in ServiceDesk Plus?
The 'Field & Form Rules' is a great new feature for Request templates in ManageEngine ServiceDesk Plus. The feature allows for the creation of dynamic forms that change in response to selection of field values and content. Whilst there are standard actions that can be defined for a Field and Form Rule, such as Enable / Show / Hide / Mandate fields, there is also an 'Action' option to 'Execute Script' which allows for even further customisation. Now Zoho have a couple of sample scripts, one of which
Are you API about ServiceDesk Plus - Part 1?
The REST API in ServiceDesk Plus is a very powerful integration tool. However, the information available about how to use the API interface can be a little confusing for non programmers. Hopefully the following will help the uninitiated amongst us. Some terminology first ... REST stands for Representational State Transfer. (It is sometimes spelled "ReST".) It relies on a stateless, client-server, cacheable communications protocol and, importantly for us, in virtually all cases uses the HTTP protocol.
Are you API about ServiceDesk Plus - Part 2?
Hopefully in Part 1 you've had a chance to review what kind of operations are available through using the API. The next challenge is to actually make the API work in practise. First off to use the API interface you have to configure an API key against a technician account. This could be a suitable existing technician account or you could create a new technician account specifically for use with the API interface. Either way you will have to ensure the technician account has sufficient rights for
Are you API about ServiceDesk Plus - Part 3?
Continued from Part1 - https://forums.manageengine.com/topic/are-you-api-about-servicedesk-plus-part-1 Part2 - https://forums.manageengine.com/topic/are-you-api-about-servicedesk-plus-part-2 It's potentially possible to write your own workflow for ServiceDesk Plus using external scripts to interact with the ServiceDesk Plus API. There are various scripting languages we could use but, for simplicity, I'm going to use Microsoft PowerShell. PowerShell is widely recognised and should be readily available
Closing Tickets
Is there a way for Technicians to only be able to close tickets that are assigned to them? Even for Technicians who have Admin rights to Requests module for closing tickets?
software registering
Hello, One of our Assets managers for IT sent me the following; I’m trying to figure out what is the best way to register a software that allows multiple installations but only one user at a time in the asset management module of Service Desk Plus. This happens, for example, with most of our Autocad licenses. Apparently this option is not available, since Service Desk Plus can’t control that kind of usage. Anyway, I’d like to hear from them what they suggest. is this possible?
Limitation of Number of technicians
I want to ask about limitation of number of technicians on manage engine sdp build 9211 as i know there is no limitation
Untrusted Server Certificate Chain Site not showing in IE but is displaying fine in Chrome and Firefox
I have renewed by local server certificate so that it is now signed with signature hash sha256 rather than sha-1 as it is depreciated. I can access the site via Chrome and Firefox but not IE, all I get in IE is page cannot be displayed for some reason and Untrusted Server Certificate Chain among other ssl information in the startout file attached, can someone assist or point me in the right direction before I have to raise a support call. Many thanks Chris
how to importin data from excel sheet to manageengine servicedesk
hello every body i am trying to upload data in servicedesk from XLS sheet and the importing is completed successfully but the imported requested doesn't appear in requests tap
Configure notification icon
Hello to all, is it possible to set which type of notifications SDP displays on the notification icon (bell)? Thanks in advance
Show Which User Recently Import
Hi Dears Is there any way to show me which users are import currently from the AD? Its good to show the recent added user to SDP to set policy on them and something like this. Thanx
ServiceDesk Plus 9225 Released
Dear Users, SDP 9225 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9225: SD-48827 :The access denied exception caused during the backup of physical files from file attachments, inline images etc., results in schedule/manual backup operation failure. Now, We ignore the files which cannot be included, complete the backup operation and mark the backup status as PARTIAL. The skipped files are added to
Duplicated user
Hello, We just enabled AD Authentication but we also had a few pre-created users. Now here is when our problem kicks in: when a pre-created requester or technician logs it creates a duplicate user? Also if the user were a technician, it cannot login in as a technician when the domain is selected. Are there any easy solution on this 'problem'? Because now its a closed helpdesk system where there are only a few users that can request, but we would like to open it up next year so we are heavily testing
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