Discussion Notes in a Report
Hi Is there a report which adds the ticket discussion notes? Ive created a few custom reports but can not find a field that will show this information and I need to see what the IT staff member has replied to the customer at a glance without going into every ticket individually Any help would be appreciated thanks Steve
Site cannot be deleted as it is being used by a module
I am currently trying to clean up some sites for my office and constantly run into the error message above but I can't seem to find where these sites have records. Are there any queries I can run to see where these records could be?
Servicedesk Plus Migration (Mysql)
We are migrating an old installation of Servicedesk Plus from an old physical server to a shiny new virtual server. The current installation is using a mysql database. I have updated the old build to 8127. It seems to be working fine. My issue is that on the new server, when installing servicedesk, it does not appear to be installing mysql. I have set the database to be mysql, but each time I go to save, it returns the error: "Unable to connect to any hosts due to exception: java.net.ConnectException:
Report Creation
Dear Colleagues, I would like to know on how to create tabular reports that has a graph, showing how many request are solved on the same day it was created. Basically our management need is to see how many we can resolved request on daily basis. I was able to create one but the problem is that there are request that was put on hold for like two days and then the technicians resolved it, making the count inaccurate. Our database is MSSQL Version 9019
Need ability to pass ampersand (&) as a parameter value in the REST API
I am creating a Service Request using the REST API. Some of the data fields may contain special characters, such as the ampersand (&). How do I properly format or send the request? For example, I want to send this as the Data to the sdpap interfacei: <Operation><Details> <parameter><name>requesttemplate</name><value>Custom Request</value></parameter> <resources><resource><title>Additional Information</title> <parameter><name>Employee Department</name><value>Sales & Marketing</value></parameter>
Integration ServiceDesk Plus with JIRA
Hello! I have question about integration facilities ServiceDesk Plus program. Our company will use ServiceDesk Plus for incident tracking and using JIRA Atlasssian for bug tracking. Zendesk is program for interact with customers. Zendesk have facility to create jira issue and in future to receive answer from JIRA about resolve status issue. Thereby technical support and programmers work co-ordinated way. There is some information about it here https://plugins.atlassian.com/plugin/details/7488 Does
Conditional Tasks
Morning, Is there any way to use conditional tasks on a request template? So that a task is only used if a certain field has been flagged as yes? ~ Gemma
Category, subcategory, and item drop down menu's
when making a template I have been wanting to use item drop down menus. But when I set the Category so that the requester cannot set it makes it so that the requester cannot set the subcategory and item menu's either. Ideally I would like to make the Category and Subcategory menu's not mandatory, can be viewed but NOT set by the requester. The ask: Make the subcategory, category, and item menu's independent of the mandatory option and the ability to set each one individually as far as if the requester
ServiceDesk Plus reporting dashboard tool
We are using ServiceDesk Plus now. Any possibility to link up SD Plus reporting dashboard tool to our Accounting database and making report out of it?
show the resolved request to close
hi guys, We have a servicedesk about 5 people who are responsible for closing the request. How do the servicedesk guys know that technicians have changed the request status to resolved ? And the options of drop-down menu in the "request" page are not enough to show the resolved requests. Thanks.
Notification mail is not working for projects
Hi, i have enable notification for creating project, task and milestones, it is not working.... please help. for service request and tickets mail is working fine.
RSS feed for Announcement
Hey, I would like to publish the Announcement feed on a external website. I would like to do this with RSS if available. When this is not available is there an other way to publish this on a external website? Kinds regards, Jordi van Oosterbosch
Entering Problem Resolution
How can we enter a Problem Resolution without adding it to the Solutions database?
Contracts
We maintain service/support contracts with third party vendors. For example, we purchase support in 25 hour block increments from a vendor for maintenance, service and repair of our smart boards.Since active period is required for creating contracts but not necessarily relevant for this type of contract I would rather have something like active hours instead. How would you recommend creating this contract? If it's not possible, could I have it added as a feature to add in a future release? I would
Field Rule IF ELSE statement
I am trying to make a New Hire form with a resource field (RES_7205_QUS_307). It is a checklist of internal software. I have created multiple separate resource questions that are replacing paper request forms for those applications. I am trying to initially have the application-specific resource questions to be hidden until the user selects the application in the checklist. Then have those specific resource questions appear. If the user deselects the application, I want those questions to be
Time difference on tickets
The tickets created time on Manage engine comes from one hour behind then server time. We are in Turkey (UTC+02:00) Istanbul time Zone. is there any default time setting in manage engine admin panel ? Regards.
Set "Reviewer" role when creating a Change Request
The "reviewer" role is integral to the workflow in SDP for change management, but you cannot set it like you can requester, manager, etc. in the initial form. I cannot add this as a field in the template editor either. Our team must submit a change, open the change, select the submission phase, set the reviewer.
Remover "Catálogo de Pedidos"
How to link services from service catalog to CMDB?
Hello I added services in service catalog but they don't appear in CMDB services list. Then I tried to add services in CMDB, but they appeared in service catalog as service categories. I have managed services in service categories and cannot link them to CMDB services. Then I want to link concrete CIs to direct services. Can you tell me is it possible?
Custom Status Field vs Built in Fields and Views not recognizing the Custom Fields
Some background, for the Status field in the Request templates I have the following items: -Part on order -Requested further information from user -Waiting on confirmation from user -Waiting on user call back While I like that ME allows you to customize the Status field, it doesn't correlate over to other areas of Manage Engine. For example, the default Views won't recognize any tickets that are in these custom Status fields, all Views only recognize the built in Status Fields, i.e., OPEN, ON HOLD,
Defect Tracking - What do you do?
Folks, Do you have a Defect Tracking process and, if so, do you track defects within SDP? We currently handle SDLC management outside of SDP, but we don't have a great hand-off or tracking mechanism going into two systems. We would like to track all of our work in SDP for reporting purposes, but can anyone suggest a method for handling the Defect Management Lifecycle as it pertains to the following: 1. Where Defects are logged and stored when they aren't brought in through the support lifecycle.
Powershell query CMDB
Hi I'm trying from Powershell query the cmdb with the provided API. Its not going so well :( The code I have is the following and is resulting in permission denied html 401 error $bodycmdb = @{OPERATION_NAME="READ";TECHNICIAN_KEY="$testkey";} $resultcmdb = Invoke-RestMethod -Uri "$server/api/cmdb/ci/list/server/" -Method Post -body $bodycmdb The below code that uses the api to query a request works like it should and returns an xml with the info of the request. $bodyrequest = @{OPERATION_NAME="GET_REQUEST";TECHNICIAN_KEY="$testkey";}
Google Apps Calendar Integration
I see that there has been some discussion regarding Outlook calendar integration with SD+, but is there a plan to allow the use of Google Apps Calendar? I know zoho has other integration with Google Apps, so I find it odd that this one isn't inherently there.
Empty Error Message when submitting a request
When a user submits a request based on a specific template, it always fails with a blank error message (Only the red X shows up to the right of where the error would normally appear). Nothing shows up in the System Logs so I have no idea where the culprit might lie. I've gone through the template four or five times searching for anything unusual or incorrect but cannot find anything odd about it. Here is a screenshot of the 'blank error'. This happens immediately after the user clicks on 'submit
Customizing SDP+ - Change fonts, CSS and colors
Hey guys, I've changed my SDP+ over time quite a bit. I want to give others the opportunity to take a peek into how my instance looks right now, and how i managed to change it into what it is today. The changes have been made in several areas of SDP: The core CSS files (in attachment), the logo and the coloring (within SDP itself) (for understandable reasons i've deleted the logo into the screenshot in the link below) My main focus was to change the used fonts into something that would appear a
Reports on Project Management
Hi, I am looking for a report with the below columns for current month and last month Project Report on Recent Updates – This Month Report Date and Time of change updated by Schedule Start changed from date to date Schedule End changed from date to date Actual Start changed from date to date Actual End changed from date to date Priority changed from Low to Medium Status changed from to Owner changed from to DB:- MS SQL Build: 9112 Thank you for your support Regards, Shri
NTLM Failed redirecting login
since we upgrade to 9114 we are facing this issues 1) approved services are still showing waiting for approvals 2) NTLM Failed redirecting to login Your Version: 9.1 Build 9114Latest Version: 9.1 Build 9114 [Details]
Announcements x Tickets (Alerts)
Hellow Can I create an announcement automatically when a ticket is created? e.g. Is it possible? Can i create a trigger to do that? Thanks SDP 9.1 MSSQL
how to create a monthly report for all incidents?
this report contain Incident name,requester,technician,solutions, create time and so on.
Exchange 2010 Mail Settings
I am unable to setup Service Desk Plus with an email on exchange 2010 everytime i try to edit the settings i get this. FAILURE :Email Settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. I was told by a support rep. that manage engine doesn't support exchange 2010, and had no estimated date that they would support 2010. Surely there is some way to make it work... please any help would be appreciated.
fields and forms rules
Hi, I have tried and experienced that the fields and forms rules are not working for tasks if there is only one template which is default template is assigned for requestors... Regards, Pramod
FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server
hello I have this problem email FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Authentication Failed using the given username and password. - The Telnet responds to the server email and port - The passworld and email configuracion is OK Product Name : ManageEngine ServiceDesk Plus 9.1 License Type : Trial Version License ID : Customer ID : Product Edition : Enterprise Number of Technician Logins : Purchased: 5 (Used: 5)
How can I disable "Status Notification" Pop-Ups
Good day, Seeking assistance in disabling the pop-up status notification that occurs between each step of the approval process. Thanks in advance for any assistance from the group. Doug
Make the usage of Display Announcement using Desktop Central clearer
Hi, In the Service Desk update 9113 you have added the ability to display a Desktop Central announcement from a Service Desk announcement which is great. However I accidentally just sent out a Desktop Central announcement to our whole domain I assumed (without paying much attention) that the announcement was just going to go to the person(s) I had entered into the To box. But instead it just goes to all computers on the domain with the Desktop Central agent installed. It would be good if it was
can't find how to include Request Closure Code in mail to specialist
Hello! can't find how to include Request Closure Code in mail to specialist - please advice What I want to see - every time, when any request is closing, I need a mail to administrator with some info. I tried to include Request Closure Code to this mail, but can't - please help to understand how it possible to do.
SDP Asset Explorer Client for Internet Based Client
Hello, I would like to get information on the following configuration. If it is supported. Currently SDP listens for agents on port 443, 9000 using host name sdp.domainname.com I would like to split my DNS having internal client hit a private IP address and external client hit a public IP address. I would like to deploy a second SDP server in my DMZ to communicate and capture data from internet based clients, and keeping a level of separation between LAN & DMZ. Is it possible to deploy multiple SDP
Purchase 'request' and purchase orders ...
Hello. I am currently evaluating SD+ and I like it very much. Thus, I am still having a question regarding the purchase process. Is there a way to create purchase requests (as I encountered in another service desk solution)? By creating purchase request, it would be possible to assign each purchase request to a cost center. Then, after having several requests, I would like to create a purchase order, by selecting/gathering existing requests with material from the same vendor. This would allow me
Approval rejected
Hi, We are making the configuration of the new ServiceDesk Plus application. I have some questions. we are using version 9111 1. When it rejected a request for approval submitted to how we make the request to turn off automatically . 2. Requesters can see how the old request
How can I view the user portal as a technician?
Is there anyway of seeing the user portal without having to login as a Requestor?
Request Catalog templates missing
Dear all, I have a very strange issue. My service catalog templates for hardware purchase request are missing after changing name of the support groups. Is this a known issue? How can I get my missing templates back? I hope I don't have to recreate them from scratch and that they are hidden somewhere. Thanks for your support. Regards, H
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