Mail History Conversation
Good evening, We use the SDP MSP version 8315 and are having problems with e-mail sent by the SDP history. Example. - The client opens a ticket. - It is sent to the customer a confirmation of opening the call to him via e-mail. - During the call, we exchanged several emails. - However, every email I send the SDP to the client, the SDP does not send the discussion. - This is a problem that can be fixed? Some customers need the e-mail of history that is recorded in the SDP-MSP; The SDP is not sending
Can not authenticate to Active Directory
New install of the Free Version using MS SQL database. I imported my AD users fine and converted one to a technician but when I try to log in using any AD credentials I keep getting bad username/password error. What am I missing?
preventive maintenance task
Hi, For some reason I'm not able to create a preventive maintenance task, Everything seems to go okay, untill I click save. FAILURE :Error occurred while trying to save Preventive Maintenance Task. I have read a few other articles, but this were all related to old systems, where I'm running on the latest version and service pack (build 9114) Anyone got an idea? Thanks, Johan
Requester details auto filled when a requester is a technician
Hi all, I have a question... when a requesters make a request the fields of "Requester Details" auto filled. when a technician make a request this doesn't happen How can I do this? Thanks a lot, Davide
Assigning tickets
Hi, let me start by saying sorry if I'm being thick with this question, but in ServiceDesk Plus when you assign a ticket to a technician is it possible to add a note at the time of assigning? I know you can assign then add note and email technician but it'd be so much simpler to add a note at the time of assigning the ticket.
import "reporting to"
hi guys, I can import users by LDAP including Job title & Department Name, but "reporting to" field is empty. How can I set the LDAP?
Sending Notification Failed
Receiving "Sending Notification Failed" whenever trying to reply to a ticket. Support file attached.
Regenerate text of Change Recommendation each time the button is pressed.
Scenario: A change is submitted with a Start Date of 1/1/1900 The change manager sends a recommendation with this date in it. During our CAB meeting, it's decided that this needs to be rescheduled. The change owner modifies the Start Date to 1/30/1900 The change manager clicks "Send for Recommendation" but the auto-generated text has not honored that new start date/time. Clicking that button should regenerate the text each time.
Change Requester Name on Multiple Tickets
Hello, I have a requester with an old user and one new in AD. I want to assign all the tickets of the old user to the new user, Is there any way to do it? Thanks, Regards.
Incident Button Mapping
Is it possible to map the New Incident button to a different template other than the default template? Chris Bailey
Query reports specific fields
Good *insert time of day*! I have been looking for a query report that which presents me with the requestors name and e-mail, but only for those individuals which have created tickets which have been resolved/closed at the time of running the report. Anyone have an idea or solution to attain this information? Best regards, Niklas
Advanced Search list order
Hello, On the Advanced Search screen: Is it possible for the Select Column list items to be displayed in alphabetical order? Thanks, Daniel Comley
ZenDesk Migration
We are looking at alternatives to ZenDesk and wanted to know if ServiceDeskPlus allows us to migrate our current tickets from ZenDesk into it?
Request Closure Rule
Hi there, Is it possible to get a Site option under Closure Rules (specifically Requests), this would help when it comes to reporting time showing Site "unassigned". we tie MESDP into AD but our Office location and Department are always behind when it comes to people changing locations in our organization. Having this option available will help our technicians locate exactly where the requester is from. Regards, Willus
Logon failure log ServiceDesk Plus
Hi, Is there any way to see the users with logon failures in SDP? Regards.
SDP Certificate migration
Hello to all, we are going to migrate our installation to a new server. This installation has a certificate for https and we would like to know if a full backup will copy this certificate. Thanks in advance
Printer Tracking
Hello, Currently we're tracking our printers by manually adding the information into ServiceDesk. Soon we will be moving our printers over to asset scanning. Before we do I just want to verify the criteria that the asset manager uses to identify printers. Just as workstations are tracked by the registry key based on workstation name, are printers tracked by the name, serial, IP or asset tag? If two printers are scanned with the same name (ie. default manufacturer name) with different serial numbers,
For SOX Audit purposes – need to track deletions for Requests or Changes
In order to meet our auditors specific request, we have been asked to provide a report showing all deleted incidents/requests and changes. I understand SDP does not provide this as once a deletion has occurred, that ticket is forever lost. Is there a plan underway to archive all deleted incidents/requests or changes in a manner that I can report on all deleted incidents/request or changes after the fact?? Or, is there way to report on these now? Thanks, Jamie
Migrate ServiceDesk Standard to Professional
We have in production service desk plus standard edition, and we bught the prefessional editon, is necesary make a fresh instalation, or we can put the new license on the actual instalation??? Regards Enzo
Bulk change "Requester allowed to view" and/or set user default
Hi, I'm using AD import and I'd like to set it so that ever user imported has "Requester allowed to view" settings set to "Show all their site requests" automatically. Is there a way to make this set as such upon import. In addition is there a way to bulk change this setting for the ~490 users I have already imported? Thanks, -Chris
CMDB API - Query Workstation
Hello, I'm trying to develop a web application that will accept a workstation name and allow me to return a list of possible matches. Then, the user can select the appropriate match and edit a UDF on the workstation. Basically, my company is looking to use this to accomplish a mobile inventory task and associate room # (UDF). So....I have verified that the Servlet API works just fine for updating the UDF and actually got that static HTML page up on a webserver and working very quickly. Now however,
Email fetching is failing because SDP cannot delete the email from the server
We have a particular email that keeps crashing fetching. The error says that SDP cannot delete the email from the mail server, and that we should manually delete the email from the server. However, my IT team tells me they cannot find the email on the mail server, so we cannot delete. We are then in an endless loop, because every time we restart fetching, SDP fetches the same email and then crashes on the delete part. No other emails make it in. Please help! Diana
Modify HTTP 404 Error
Is there a way I can modify the 404 Error page. We are cutting over from our old HelpDesk system to yours. I plan on pointing the IP address in DNS of our old sever to the new server so the old links will route to the new server. Problem is when doing so, the old links will issue a 404 error on the new server. I would like to modify the 404 page or have it somehow automatically redirect to the default page for the user to sign-in or better yet for single sign-on to auto authenticate the user.
Converting .cer SSL cert& a key store to PFX
Is there a way to convert a .cer SSL cert & keystore to a PKCS#12 (PFX) with the keytool.exe in C:\ManageEngine\ServiceDesk\jre\bin ? I need to convert my current certificate to PFX format but my CA (Symantec) does not provide certs in PFX format. I read that OpenSSL can do the conversion but I am not sure if ME ServiceDesk Plus uses openssl or just the keytool. Please advise. Thanks & Regards, Winston
Asset Management
Morning all, In asset tracking, currently when a CI sits in assets its displayed as *computername@domain*. When scheduled scanning is run and the workstation name or config is changed the old CI is tagged as *computername@domain*_old, Is there anyway we can make all the _old just get removed from the asset pool instead of getting tagged with _old? Cheers, Willus
Unable to scan esxi 5.5 u2 for inventory
when using the vmware device type and any credentials, i receive, FAILURE :Exception while processing the request. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File.
Resolution auto closing
We are having a problem where Requests are created and the resolution is automatically filled in with nothing, MESDP then thinks that the resolution has been entered. When technicians close a job the closure rule thinks a resolution is entered when in fact its not, allowing our Organization to miss out of valuable Solutions. We have gone through all our templates to make sure that they haven't got any characters, symbols, numbers or spaces entered. The only odd thing we could find: we edit a template
In depth Asset Search
is it possible to get a in depth search function in Assets to search HDD serial numbers, i know this works with MAC address etc but we specifically would like to do HDD serial number. Is that possible to implement? Regards, Willus
Approval Report
I would like to build a report to a specific ticket that show me: - the user approver - Date when it was approved - Details of description about approval Versión : 9.0 Construir 9041 MySql
Report conversations
I would like to build a report to a specific ticket that show me: - Conversations between technician and requester - Date to these conversations Versión : 9.0 Construir 9041 MySql
Change user role Postgres
Hi, Could someone help me please. I am locked out of Servicedesk. Getting "Username or Password Incorrect" for all LDAP based users. I tried resetting the local administrator password but the procedure is not working for me. The only account that i can log in with is admin but it is not an admin account. I would like to change the role for the "admin" user to SDAdmin to allow me back into ServiceDesk. Can anyone help with the postgres query to do this please?
Change password of the domain account performing SDP backup
I am using Manage Engine service Desk Plus version 9.1 Build 9105. I was running back up scheduler without any problem. Today I got the message "password expired for account". My question: how can I change the account or reset the password of the account used for backing up data in service desk plus? I have attached the error message. Please help.
Error when trying to enable local authentication on Postgresql
Hi All, After disable local authentication by mistake in SDP, a customer is unable to login with admin privileges into SDP. DB is PostgreSQL. First customer tried this with not results but errors: Then try again but adding the local host IP address with the following results and still local authentication disable: Any help or comments will be appreciated, thanks. Jose
Filter Requests by Requester
Hi, I want to know how to get requests filtered by a specific requester.
Mobile Device
Dear SDP team, Could you please tell us when we can use the App's Application for Requester
Hyperlinks not working in notifications as well as in reply
Hi, Hyperlinks not working in notifications as well as in reply. Build : 9112 Database : MySQL OS : CentOS 64 bit - Pramod
Solved tickets with survey results
Hi, We want to receive a weekly inline HTML mail with all our solved tickets of that week with their survey results and SLA Time Exceeded. Where it needs to be sorted by “ Priority ” and sorted by age – from old to new – at “ SLA Time Exceeded ”. We currently use the query below. SELECT sum(sadt.RATING)/(count(sadt.RATING)*(select count(SURANSID) from surveyanswers))*100 "% Rating" , max(spre.COMMENTS) "Comments", max(std.statusname) "Status", wo.WORKORDERID "Request ID", max(pd.PRIORITYNAME) "Priority",
Configure request
Hey, I would like to configure a sort of workflow which is changes based on specified criteria in the self-service portal. For example we have 4 different options to choose from: - iPhone 6 - iPhone 6+ - iPhone 6s - iPhone 6s+ As seen below I made a drop down list with the available phones. Now I would like if they choose iPhone 6 they can choose for example the 8, 16, 32GB model after choosing they get a new field with the available colors for that model. When they choose iPhone 6+ they can choose
Migrate ServiceDesk Plus to a new Active Directory
Hello all, we are currently migrating to a new Active Directory infrastructure (name included - now we have "abc.local" and tomorrow will be "efg.local"). Here are the steps we made on SD: 1. Add the new Active Directory on the SD configurations 2. Promote this new AD as public (this way the migrated users are abled to connect by choosing the correct domain) Here are the steps we made on our infrastructure 1. We added the new domain 2. We migrated a current user from domain abc.local to efg.local
Cannot remove all tasks on a Request
We created a Service Request template with 3 tasks. By default, SDP enables all tasks, but gives an option to clear the tasks at the bottom of the form. I create a request using the template and Add it. I then reopen and Edit the ticket, clear 2 of the 3 check boxes and Update request. This works correctly, as the corresponding tasks are removed when I go to the Tasks tab. However, if I Edit and clear all 3 fields and click Update request, SDP behaves as if I had all 3 check boxes set, and shows
Next Page
