Incident layouts
Hi I not sure if i am doing something wrong but can someone show us where this layout is set We have created an incident template that looks like this If we create an incident using the template it is fine when editing the request it has the same layout but once the incident has been created the layout is completely different Does anyone know where the layout for the 2nd part is pulled from Thanks
Custom report linked with column alais
, I am attempting to generate a report, that will display the column names , this is successfully however i also need to add the Reason for test request into the report however i am unable to located this Please an you confirm how to add column in so that we can report on the as well (second screen shot) COLUMNALIASESID TABLENAME COLUMNNAME ALIASNAME 29514 ServiceReq_1501 UDF_CHAR3 Reason for Test Request servciedesk1.PNG (33.97 KB) servciedesk2.PNG (69.57 KB) 04 Feb, 04:32 AM . Like . Comment . Share
Export requests with attachments to different type of SDP instance (enterprise to standart)
One of our departments has to move to separate instance of ServiceDesk (because of audit requirements) and as they need only request processing we installed standart version of SDP, but stuck on a step of export: There is a difference in SDP version (enterprise and standart) and these 2 instances are installed on same server, so I am not sure if we can use backup/restore method for export from one instance to another. But we also can't use simple way with xls import because of attachments and conversation.
Renaming Change Stage
Hello Team, I would like to rename the change stage "Planning" to "Proposal". Is this possible ? Regards Solomon
Login Page Branding
This is probably a strange question but can you modify the Login Page ?It's quite restrictive with just very small GIF\Image and leaves no room for text or Branding. I found the background image (F1 and help keys) and edited this but it only seems to work in Firefox, which is strange. It would be helpful as part of large organisation we share the logo but have different call logging apps. Any plans to add more customization or is there a way to amend the GIF so it works with all browsers ? (Assuming
Sql Report
Can someone offer support support in generating a sql report based on finding out the following information, i am still attempting to review the database schema so any help would be greatly appreciated · SD ref number · Subject · Description · Name (requester) · Test Environment · Implementing Group
Set checked tasks by default for a Request
When I add tasks in a Request Template (Service Catalog), is it possible to set some of them as checked and others - as unchecked? (See the attached image)
Requesters & Technicians
Within the list of Requester's and Technicians the application allows an IMPORT, but it would be useful to have an EXPORT button as well. As domain replication is one way (ManageEngine doesn't remove missing sequesters) we have a gradual build up of users and it would be good to export the current users from ManageEngine for removal\audit purposes. I'm sure you can use the reports etc. but it would be helpful personally on the page. A
Transfer a Service Request to another template
(Post relevant to ServiceDesk Plus build 9120) Hello It is possible to convert an Incident to a Service. That's great. It would also be great if I could Transfer a Service to another Service. Sometimes it happens that the Requester chooses the wrong Service out of the Service Catalog. Regards, Markus
Assigning a request to an Asset
I thought there was a way to associate Incident/Service Request to assets. I look in the Asset section and choose a server and there is a Request Tab. But there is not a way or button to add requests. I then go to modify an Incident and/or Service Request and there are no options or fields to associate assets to the request. Need a little help here. Thanks
SLA automatic escalation
Hello, What is the difference between Escalate to and Actions Assign to Techinician? Will Escalate to also assign a message or just send an alert message? Does the ticket remain with the original technician?
Archive Data
How can I retrieve Archived ticket from ServiceDesk Plus?
Migrating ManageEngine SDP from Windows to Linux
Hello, I've been attempting to migrate the ManageEngine Server from a Windows 2008 server to a Linux (CentOS) server. The installation and such went fine, it's the database restore that messes up the ServiceDesk. Every time I try to restore the database it pretty much ends up with the same problem: "Unable to restore database : null, message from server: Data too long for column 'NOTESTEXT' at row 1". After attempting to restore the database, trying to restore the previous one is impossible. There
Disable Generic Active Directory Users in SDP
We have a bunch of generic logins that do not belong to a particular individual/department. We'd like to disable these users in SDP, so as to prevent these accounts from being used to file request tickets. If we delete them from the user table, they get re-imported when AD is synced. And we can't turn of AD syncing because we are constantly creating new users and updating the tables. Any way around this?
Custom Trigger - Technician as criteria
ManageEngine, Please, add "Technician" as criteria to Custom trigger. It's very important in my scenario and i think that is not so hard to do. I'd check, and no there "technician" in custom trigger criteria list: Can you help me, please? Thanks SDP 9.1.1.2 MSSQL Windows Server 2012 R2
when install service desk the free edition on windows 2012 r2 it is stuck
hi when i install the software on windows server 2012 r2 the software cannot start and she is get stuck on start what can i do to fix it ? tnx
Upgraded from 9115 to 9121 and am no longer an admin
When I log in now, I am just a basic user and can not restore functionality. Not sure how to proceed.
Issue with formatting when copy & pasting
Hi, When copying and pasting blocks of text from MS Word or Outlook into Service Desk Plus, the formatting looks terrible. Mostly the spacing is affected, but when using bulleted lists or numbered lists, they are chopped off the left hand side of the text editor box. For example, from the source text (in MS Word): Pasting directly into an Announcement in Service Desk Plus, the formatting breaks: After stripping out some of the CSS on the Announcementes page, you can see the bullets and numbers actually
Can not associate a request to a problem which was created in the service catalog
(Post relevant to ServiceDesk Plus build 9120) Hello It is not possible to associate a Service Request to a Problem. It works for Incident Requests. It is possible to associate a Service Request to a Change or a Project. So this must be a bug? Regards, Markus
Manual Backup and Other Functions
Are there any advanced options for %ManageEngine%\Servicedesk\Bin\BackupData.bat ? We would like to just do a backup of just the configuration, and manually.... Can this be done by running the file with parameters like / or by editing the file to amend the backup type ? The bin folder has alot of files, some have been added since we upgraded so is there a guide or list of what each one does in the the Bin folder ? I'm sure this would be of use. The backup is a bit unclear what
Recent Items Disappeared
Hi All; I have manageengine service desk plus build 9010 and after tunning performace on https://www.manageengine.com/products/service-desk/help/adminguide/general-features/performance-guide.html#i Now Recent Items list is empty when i search on any machine or working on any tickets ; history should be appeared in the recent item .Could you please help me to cover that issue?!
Asset Request
Hi Dears Is there any way to auto delete some scanned asset that are not now in my domain? for some reason like change the windows that computer name is no t exist with that name. after some times maybe one pc with 4 different name in the scanned assets will be showed. is there any way to scheduled auto delete some like these assets? Thanx
track overtime and/or after hour in worklog
In the work log, we would like to mark work as need either overtime and/or after hours either by adding check boxes or duplicating the hours and minutes worked for each time type.
Rest API CMDB problem
Hello Im trying to fetch information through the Rest API but im havving trouble the XML <API version="1.0"> <citype> <name>Database Server</name> <criterias> <criteria> <parameter> <name compOperator="IS">Asset State</name> <value>In Store</value> </parameter> </criteria> </criterias>
Need to combine two type of report in one single report
Hi admin, I would like to have a combination of these to report in into one single report: tabular matrixThe combination report is tabular + matrix Thanks
Custom Triggers
I'm trying to figure out a way to run a trigger against the ticket that triggered it. For example, if a ticket comes in about a user getting locked out of their AD account I want a custom trigger to run a script that edits the category and subcategory of THAT ticket. I could have the script edit a ticket I specify with the {request_id} parameter but I don't know how to make the request Id dynamic. Here's an example for adding a time log to a ticket: $inputData = @" <Operation> <Details> <Worklog>
Send different notification for specific groups
Is there a way that a ticket assigned to a group can have a different notification from the template? For instance, if a ticket is opened by an external email address, they receive a notification that the ticket was opened, but it does not contain a URL to the help desk, while internal email addresses do. If this isn't possible, can we disable all notifications for tickets opened in a specific group? If neither of these are possible, can we set it up where a group receives a different URL when they
Sending notification failed.
i'm getting the following error when trying to send emails. following settings SMTPS/TLS port 587 with Auth. i have tried other settings but nothing is working. I have also restarted the service a number of times. I have attracted the Support file. I have the following error in the logs Caused by: javax.mail.MessagingException: Exception reading response; nested exception is: javax.net.ssl.SSLException: Unrecognized SSL message, plaintext connection? at com.sun.mail.smtp.SMTPTransport.readServerResponse(SMTPTransport.java:1462)
Site- Fail assignement
Hi , all of the clients was imported trought AD. When the requester add a new incident the site asignement is the same in all cases. I verified if the label Office in AD if is diferently of the Helpdesk, but is the same data. I hope be clear. Add images for better comprension. Regards
Does ServiceDesk plus support MS SQL 2014?
We are in the process of upgrading our existing database farm to MS SQL 2014 and was wondering if this is supported by ServiceDesk Plus. I can see from the System Requirements page (https://www.manageengine.com/products/service-desk/system-requirement.html) that MS SQL 2000, MS SQL 2005, MS SQL 2008 are supported, but is the site simply out-of-date or is the latest version of ServiceDesk Plus incompatible?
ServiceDesk Plus and and Remote AssetExplorer Server
Hi Does anybody know which version of Remote AE Server is compatible with Service Desk Plus 9.1 Build 9118? Because if I try to import data into ServiceDesk Plus I get the error message: Problem while importing the assets : This remote server data is not supported to import in the current central server Regards Chris
Request Grid -Export to Excel
Often I have to write a quick custom view on the request tab and I don't always want to save it as a permanent view or create it as a report. I would like the ability to export the search to Excel right from the Requests Tab Grid based on the query and resulting columns that I have selected .
IE 11 with SSO
We have been using SSO with Service Desk now for over a year without any trouble. Once we loaded IE 11 onto our computers the SSO will not longer work for this browser. We have added it to our intranet site but still have not had any consistent luck. Some times the users just receives a web page with nothing on it or sometimes it loads the sign on page. SSO still works perfectly when using the Chrome Browser but IE 11 will not work with any kind of consistency. My guess is that it is a setting
error when editing request details - Exception while updating Workoder.null
After the update to 9.7 build 9105 our technicians are getting the following error from their android phones app when trying to put requests on hold. Error when editing request details - Exception while updating Workorder.null They are able to put tickets on hold if they go back to their desk and log in using a browser on the web interface but this is not ideal. We have tried changing their permissions etc. nothing seems to work. Any ideas?
Task Templates for Changes
Hi, Id like to confirm if is possible now or if we can have these in next releases: - Create a group of Tasks and use it inside a Change, in a Implemmentation fase? - Import data from a CSV to create a Task Templates - Based on a Service defined in Submission fase, use a pre-defined Task templates for implementation? Thanks Paulo Santos
clear system log
Hello. How can I clear system log? Thanks.
what is the purpose of the emergency and retrospective check boxes for a new change
Hi While I understand the different types of changes and see where the template and workflow come in to the picture, I am not sure what the point of the 2 check boxes are. They don't seem to do anything ie you still have to pick the workflow and template so why are they there? Wayne
Support page annoyance
We are on 9120. using https connection and few annoyance on support page. 1. ServiceDesk Forum section dose not show in frame. I'm on Win10 + IE11. Open to new tab/windows0 will show forum feed. 2. Latest release indication is not show until allow this ( nut it's not a big issue) Both are not critical but I thought you want to know what I'm seeing. Thanks,
Custom attributes
Hey, I can import additional attributes (to users additional fields) from AD which are already there like ''carLicense'' or ''comment''. But does ServiceDesk support custom made attributes from AD? Thanks
Addicional Fields filled with email body data
Hi, We need to create a new Request Template for our HR departament. In this template, we will have some addicional fields that must be filled with informations that are inside the body of email. For instance: In the body of email, we will have a simple form: Name: John Smith Age: 23 Genre: Male With this information, the addicional fields below must be filled automatically when the ticket was raised: NAME AGE GENRE Is it possible? The idea is create a standard email form for our HR departament.
Next Page
