Need ideas on how to apply better location based descriptions to a ticket
In our old in house Helpdesk, we had a simple diagram of a site, that might have multiple buildings, with multiple floors. A user would choose their site location, then drill down even further to their individual building number, then even further, to their specific room. Is something like this currently possible? We still have all the images of all the buildings and rooms, is there any area inside SDP that we could use to display these images and associate values to fields when a new request is
Change request Custom Trigger
With the new custom trigger feature for change requests would it be possible to manipulate the 'Scheduled Start Date' with a script. What I would like to do is when a CHANGE request is CREATED and meets a specific criteria ( eg change category ) I would like to set the scheduled start date to 2 days from the current date. eg IF current day is Monday THEN start date should be Wednesday. I would also need to exclude weekend dates from the equation so if current day is Thursday or Friday then start
Error include script version 9100
Hello, i update SDP to version 9100. While open page for create request, i see two error 404 while chrome try load this script: http://servicedesk8080/scripts/attachment.js?9100 http://servicedesk:8080/custom/scripts/CustomScripts.js?9100 I found in [SDPhome] \applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\scripts only file attach.js this is normal ?
email settings for MS exchange for incoming emails
we use exchange 2010 with service deskplus, notifications from the system of call activity go to technicians fine, what is the settings with use of exchange for using it for incoming calls, we have smtp for outgoing but dont see this an option for incoming emails, i.e. we plan to be able to use the email method of logging calls for those who are unable to access the helpdesk portal.
Link request showing after closure of job
I can't see this anywhere outside of going through the history of the job but I would like the ability to show all link request even if the job is closed. An additional button like 'Closed Link Request' drop down box or something else would really help understand the history of the job. Right now the links only show if the job is still active. https://www.manageengine.com/products/service-desk/help/adminguide/requests/linking-requests.html Also it would be nice if we could have a child parent type
Adding a comment on a project, should send notifications to all project members.
Good day, · Adding a comment on a project, should send notifications to all project members. Currently it only sends an notification to the project owner. Kind regards Renier C
The link for downloading the 9211 serice pack does not work.
When selected it goes to a "page not found" screen. Is this release going to be stable?
Hiding a Group From Technicians
Is it possible to create a group of technicians and make it invisible in the drop down for those in the group? For instance, not having the Yellow highlighted line below display on any technicians display. Thanks, Ken
Disable Servicedesk Plus dashboard tab
hello, is it possible to disable/deactive the dashboard tab for technicans? If not, is it possible to show only for every technican specific data? The target is that only the SDM has full Overview with the dashboard, but no technican. thank in advance Remi
Version : 9.2 Build 9211
upgraded to the above, but know the users are unable to view previous request? some users are not appearing in the requester list either ? technicians can see all request? Regards Raxs
CMDB CI's hide or delete
Hello guys, We are doing a lot of work on the CMDB. However there are a lot of CI's default installed that are not deletable or cannot be hidden. Is this something that can be done in the future somehow please? For example: Document, IPS, NTP, Room sensor, IBM Mainframe, Unix server, AIX server, HPUX server, Mac server, Solaris server, DB2, Sybase, Cisco IP Phone, Video encoder, IBM Workstation, Unix workstation, AIX workstation, HPUX workstation, Linux workstation, Mac workstation, Solaris workstation
close the ticket when of stage get reject
Dear Support , Could please tell us when one of approve stage got reject the request should the ticket be open or close? Because we do have ticket which has 4 stage to approved for the ticket so the first stage has approved and gone to second stage has approved but the three stage has reject the request so the ticket should be close because one of the stage has reject the request
iPad Air App Single-Sign on Domain Issue
I have a lot of travelling users who have iPad Airs. When they are at a location and connected to the internal network, the iPad app does not show them the domain box to log into SDP via the mobile app. They only see the username and password boxes, but never see the domain one so they can't use SSO. We have multiple domains, so they need to choose the domain. Has anyone else had the same issue? The app works fine on an iPhone. Thanks, Eileen
Custom View - Category issue
Dear Team, Kindly help me for the below issue. Under the custom view category list is missing !! till yesterday it was working fine.Category is reflecting in all other functions(request ,report etc) Thank you Anujitha
How do I allow an entire category of solutions (85) to be seen by a user group?
I have recently added a user group (site and location), and we've rolled out a service to them. I'd like them now to be able to see all of the solutions within the service. How can I grant them the access to all of those solutions without having to go into the solution, unpublishing and republishing to all. If this can't be done from the front-end, how I do this from the back end using a query? Thanks, Adam
Schedule ticket status change from 'On Hold' to 'Open' based on 'x' amount of days
I have a specific service request that does not get addressed until 90 days after request submission. Is there a way to automatically have the request change from the template default, 'On Hold', to 'Open' without having the technician manually set the status change date? Ideally, it would automatically change to 'Open' 90 days after the ticket creation date.
SMS requester
Hello, We are planning to use service desk as a complaints system , Where we are creating any complaint from our customer as a ticket. Every thing is going smoothly, the last point is: We need to send SMS to the requester when the request is added. We have SMS portal that we can send SMS by sending email with particular subject to "mobile number"@xxxx.xxx by using the field E-Mail ID to notify we are able to send SMS to the requester. now the problem is that we are not able to change the field
SDP won't start - Application Layer Started...........(ugh)
Hi, I can't get SDP to launch. build 9211 - MSSQL DB - IE11 I stopped the services, renamed folder "extracted" to "Extracted_old" and did the RUN.BAT command with elevated admin privileges.
Performance per Technician
Hello, I want to design a report on tasks which show me the count result with the following criteria: 1. Group by Site,Group, Technician, task status 2. Between date A to data B I am running on MSSQL and Version 8.1.0 Build 8105 Regards, Javad
ME SDP 9.1 Build 9115 - Missing Images in SDP requests
Hi All, My apologies if this has already been mentioned before, but I don't seem to be able to locate the right answers to our problem. When copying an image to clipboard, pasting to Outlook email and forwarding to SDP, the following appears in the request (included in the attachment): [/inlineimages/WorkOrder/4374/0.png] When copying an image from a website, pasting into Outlook and forwarding to SDP, the following appears in the request: accessibility text appears instead of the above inline
Self-Service Portal
Version 9.1 Build 9121 Hello, I am looking to implement the Self-Service portal for my organization. Is there a way to configure ManageEngine to allow users to self register? Thanks, Bryan
No Manage drop down in Service Catagories
I am logged in as an administrator to ServiceDesk Plus Standard 9.0 Build 9040, Selected Admin Tab -> Service Categories I do not see the "Manage" drop down that is indicated in the documentation. What am I doing wrong and where can I manage the IT Service list? Mike
Time Elapsed
Hi There, As per ITIL a call should be moved into Resolved Status and the user should confirm closed status. However I experience a lot of problems with regards to resolving calls. 1. If a user responds after a call has been resolved it reopens the call. In self portal you only have the option of when a call is closed that it cannot be reopened. 2. Time elapsed still counts after the call has been resolved and moves it into breach of SLA, even though the call was resolved before SLA breached. Please
CustomerRequests.do / REST API equivalent.
Is there an endpoint that I can consume to get the same or similar output as if when I interact with CustomerRequests.do page. Open Requests Requests On Hold Pending Requests Closed Requests All Requests Overdue Requests Completed Requests If you need more information about CustomerRequests.do: 1. Login to the portal 2. Got to Accounts Tab. 3. Click on a Account. 4. Click View All Requests. OR, you can open a new tab in your browser and type http://<SERVER_NAME>/CustomerRequests.do?id=XXXX
Delete integration with advanced analytics error
Hi everyone! History: i try ManageEngine Analytics plus (On Premise) - Personal edition. I get synchronization with SD. Later I want upgrade analytics plus to proffesional edition, and forget delete synchronization firsly. After install prof edition there is problem with deleting synchronization, error like: We are sorry to inform you that error in connecting to {0}, due to invalid {0} credentials configuration. Please check the {0} - {1}, {2} and proxy details. Or Please find the root cause referring
Email Commands and PRTG Network Monitor
Hi all, I am looking into using the Email commands system with in SDP and our Network Monitoring software (Paessler PRTG). I am looking for a solution that would create a request if a alarm is raised on the monitoring software but then resolves or closes the request if the alarm is fixed. So the process would be Hardware fault detected Command Email sent from PRTG to SDP SDP raises a request with information from command Email Technician informed of new request - normal procedure Technician picks
Certified security SDP+?
Hi Team, I would like to confirm with you if there is a document which certifies that SDP+ is tested and guaranteed under security policies against attacks on web sites and other intrusions that disrupt the safe operation of the tool. Thx.
Has anyone successfully implemented the CMDB
Hi Wondering if anyone has successfully implemented the CMDB including all the relationships. I am asking as for 6 months now we have had lots of issues when we try to edit/move CI's. We constantly get errors and have to call support. The solution is always to run a query to address some database relationship/record issues. Also very confusing as to how the service catalogue supports the CMDB. When we follow the manual and create and IT service in the CMDB, they then all appear in the service catalogue
help me for extraction solution manage engine ?
hello, I wonder how it is possible to extract all the solutions created to manage engine in another format because we will change enormously product we have a problem with your software and french support and totally incompetent to date .We no product satisfaction as we sum customer for 5 years. Because of this problem we do not wish to retain manage engine software ... can tell me how to extract all my solutions in a format the time of a possible transition. server base Mysql v9.2 build 9206
AD import not all domains listed
I am setting up a new SD Plus server and trying to import our users. AD import only list one domain and I have two to import. Any ideas?
Restrict Technican's PO access to approving only
I would like to remove a technician's access for creating and editing PO's in the service desk, but allow them to approve request's is this possible??
Service Desk Plus and Zoho Reports
Hi I was wondering if anyone can help with a query about data size in regards to importing data into zoho reports from servicedesk plus. There are various pricing brackets for zoho dependant on the number of rows and records used.From the support tab you can produce a report that shows the total number of tables and count for each of these but I have no idea which of these tables relate to. Is this just the main tickets or does this include archived tickets? We archive any ticket older than 1 year
SSO redirecting to Homepage.do
Hi, I've enabled SSO in 9.2 9200, the SSO is working but regardless of the URL entered it always redirects to the homepage if it's the first authentication session in the current browser. (subsequent URLs work in the same session) I've read this issue occurred in 7.6 and was fixed in 7603 (SD-24904) https://www.manageengine.com/products/service-desk/readme-7.6.html Can anyone advise why this is happening, I would expect a link in the email to land in the call, not redirect the user to the homepage.
shown task with option "Technician allowed to view"
Hi everyone! All my technitians have support group and role "SD_Technitian". In that role I enabled option "Technician allowed to view" to All in group & assigned to him. request shown correctly, but task is not. There is label on task button, on this lablel is correct number of task (for technitian and his support line, but when task opened, there is all task. Maybe i do something wrong?
Schedule Network Scan: works or not?
Hi, I would like to know if I can schedule the rediscovery of subnets defined in the "network scan" section. Does anybody understand if the "audit settings" take effect also for the network scan? The customer needs to discover linux machine that obviously are not in the Windows Domain. Thanks Rob
Blocking a Generic Login
Hello, We have a generic Windows login that is used by a couple of non-critical PC's. However I have some users using the login to access Manage Engine which means I am not able to identify who has actually logged the call. How do I go about blocking anyone from logging into Manage Engine with this AD login, without changing the AD account?, Thanks, Lisa
Using existing ssl certificate with ServiceDesk
Hi all, I have been having a lot of troubles trying to get SSL to work with servicedesk plus and have eventually found a solution that I thought may be helpful to others. The information contained within this post draws on information provided by multiple sources including the FAQ from ManageEngine and external sites such as http://www.startux.de/index.php/java/44-dealing-with-java-keystoresyvComment44 by Stefan Reimer. The source of my particular problem is that I need to use a wildcard SSL certificate
SaaS UI Vs. On-Prem UI
Is there any plan to migrate the on-prem software to the same UI as the SaaS version of SDP? The UI with the SaaS solution is MUCH cleaner and efficient. We have actually looked at changing to the SaaS model, but we use custom triggers. Are there any plans to change the UI for the server version?
Move ServiceDesk Plus MySql database to PostgreSQL
I've been trying to move the database to a new server running PostgreSQL from our current ServiceDesk Plus MySQL via the backup.bat file. According to some of the other product posts I've found they imply the databases can be moved, however I haven't been able to do so. Is it possible? Both of the servers are running build 9200.
custom field
Hi, I have added a new field called "Harcanan zaman (dakika)" in one of my service catalog form. How can I get that field to my reports? what is the difference between adding a field directly in service catalog form and Admin--> User Additional Fields. I am asking since I can not also see created common additional fields in my reports either. Which one is better to use in all forms like service catalog or default request and later to get reports?
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