Solution Template
Is there a way to create a template for Solutions in SD+ (v7.6.0 Build 7604) ? I'd like to be able to put some sub-headings in there etc. thanks Lisa
Send email to a Request
Hi guys, Does anyone know if is it possible to send an email to the service desk (specifying something in the object) and make the system automatically add the email in the Requester Conversations section of a specific request. I mean, if I send an email from the request and the user replay, the email is automatically inserted in the Requester Conversations. But what if I want to add an email that users sent to my personal address? Thank you
Build 9113 - Login screen appears in upper left corner of browser
Since we did the upgrade to 9113 our login screen appears in the upper left corner of browser. How do I fix this so it appears in the center as before? Also how do I remove the Product Overview button once logged in on the main screen.
Categories Incorrect in Mobile App
I'm using the Android mobile app (version 1.4) and on requests I'm seeing incorrect category, subcategory, and Item. I'm also unable to change them from the mobile app. When I make the change and save it, they revert back. Example is attached. Categories, Subcategories and Items were imported from a spread sheet.
ServiceDesk Plus 9.1 Released
Dear Users, We are glad to announce the new version of ServiceDesk Plus - ServiceDesk Plus 9.1, which comes with new features and lots of bug fixes. It can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/download.html Existing customers, kindly note, that the upgrade to 9.1 can be done from build 9046. Customers in earlier builds can move to build 9047 by applying the service pack available at http://manageengine.adventnet.com/products/service-desk/service-packs.html
Recommended Configuration Order
Hello, In the next month we will be doing a nice clean build of Manage Engine. I've got my Admin guide and the current system build. What I was hoping to find somewhere is the recommended Configuration order for example I'm guessing the Sites should be configured before the Requesters are completed. The Admin guide appears to just be in order that the configuration appears under Admin, not necessarily what order each this is best configured in. Anyone know where I can find this, or has anyone documented
Connect to pgsql database in linux
I have SDP installed in linux. HOw do I access the database via command line to review structure and such? I navigated to ManageEngine/ServiceDesk/pgsql/bin ./psql -U postgres -p 65432 -d servicedesk psql: could not connect to server: No such file or directory Is the server running locally and accepting connections on Unix domain socket "/tmp/.s.PGSQL.65432" I'm using port 65432 as that is what it seems to be using: postgres 1271 0.0 0.2 60140 10944 ? S Aug17 3:54 /srv/servicedesk/ManageEngine/ServiceDesk/pgsql/bin/postgres
Fields priority and incidents status translation
Hi, We are using ME ServiceDesk plus, and we have most of clients from Poland, so all templates are prepared in polish language. However, now we need to add some external customers from outside country, and I have problem with fields Priority and Status. How can I translate them into polish/english? Those fields are not customizable per site, so creating seperate priorities for english and polish is not possible, also in translations section I can not find them. Is there any way to do this? Thanks
Difference time in SDP
We have the SDP 9.0 Build 9033, it's installed on Windows Server 2012. The problem that we have is a difference than a hour between the server and the SDP. How we can change the time in the SDP? Thanks.
Mail Server Settings - Office365
Hi, Can anyone assist with the Outgoing mail server settings to use with SDP to connect to an Office365 mailbox? I've seen a few posts on here where people have got it working but their settings are not working for me. I am using the following: Server Name: smtp.office365.com Alternate Server Name: blank Senders Name: IT Reply-to Address: same as Incoming address Email Type: SMTP TLS Enabled: Yes Port: 587 Requires Authentication: Selected Username and Password Set When trying to send an email I
Send email to a specific request
Hi guys, Does anyone know if is it possible to send an email to the service desk (specifying something in the object) and let the system automatically add the email in the Requester Conversations section of a specific request. I mean, if I send an email from the request and the user replies, the email is automatically inserted in the Requester Conversations. But what if I want to add an email that users sent to my personal address? Thank you
ServiceDesk Plus iPhone App Confguration Help
Hello there, We are very happy users of SD+, and are also looking to deploy iPhones. We have found there is a SD+ iPhone app on itunes. http://itunes.apple.com/app/servicedesk-plus/id460035266?mt=8 Unfortunately we can't seem to get it running. There are no instructions in the app - apart from going to the website, and all the documentation online refers to the mobile web browser optimized site. Does anyone have any info on how to set this up? Also, the mobile web site, allows you to pick a domain,
Automatic Request Merge
Hey; Our service deskplus version is 9.1 Build 9113. The problem is requesters create ticket via mail then a technician reply after reply the subject prefix change automaticly "RE" because of it service desk create new ticket.How can i prevent it ? Subject ID is same but Subject change.
Different Approvers from one template
Hi At the moment on our ServiceDesk we have setup many different request templates for our network shares that automatically go to the folders owner to approve. this has resulted in over 80 different templates just for folder access. I need a way to have just one template that then when the requester picks the subcategory for the folder they need access to and submits the approval goes to the right person. please can you let me know if and how i can do this? Thanks Adam
Maximum Incident Additional Fields
Can the maximum number of Incident Additional Fields be increased from 90?
snmp ver 3
When will the use of snmp version 3 be added to servicedesk as part of discovery?
System Logs
Hi, I would just like to ask what this CLEANUP module in the system log does? Thanks! Geraldine Legaspi
Cannot delete Sites
Hi, I imported Requesters from AD, but then I found mistakes and correct them in AD. (I want to import this data later, after clearing all departments and sites) I deleted all requesters, departments and sites, but some of departments and sites left. Error is Department is being used by a module. Hence cannot delete it. I don't know which module uses some of departments and sites. There are no more requesters and no technicians except me. Can you tell me how can I delete all of sites and departments?
Language Pack
Hello; we are using Service desk version 9.1 Build 9113. But when we check from mail screen "Personalize" there is no language option. Default language is English and i need to change it. How i can do that ?
Send Notification after hold time finish.
i want service desk can send a notification to technicians after their hold time finish on Request. how can i do that ?
Business Rules - there are 2 locations to make these changes at. Which one is which?
OK so It seems that the site will not allow me to attach my 101KB word doc to show pics.......O'well, just another flaw..... Hello O'masters of MangeEngine...... I have come to an impasse, I have found 2 different places to set business rules at. the first one was under the Organizational Details>Business Rules. The second was hidden, (you tricky boys and girls) in the Help Desk>Service Catalog>Manage>Business Rules. You can see my confusion, so I have made rules in both places that mimic each other.
Integrating SD+ with 3rd Party (Clearview)
We will soon be working with an external vendor to handle hardware repair for our PCs. The initial request for service will come in through my service desk (SD+). If there's a hardware repair needed I will be needing to somehow get the pertinent info to them. They use Clearview by Nexterna for their ticketing system. What would be the best way to send them the ticket info while still keeping the ticket open on my side waiting for the repair to complete? I was thinking of opening an Incident
having trouble importing assets
I am using a csv file to import our current inventory and when add in all my info it says success of 38 items but when I go to my asset page to verify it only shows 1 imported. is there another way other than entering everything manually or am I just doing something wrong?
Error Logs
Hi, I would just like to ask if there are other ways to view error/system logs aside from the System Log that can be found under the Support tab? Thanks! Geraldine Legaspi
Enhancement in Change Management Feature
The current iteration of the change management feature in ServiceDesk Plus Enterprise contains a glaring omission. While we can "Associate Change" from a request, thsi does not fully create the Change Record. Most of the information submitted with the request must be manually re-entered into the Change Record. This is a very time-consuming process, especially when you receive a large number of standard change requests. To address this omission and to enhance the change management module, I opened
When creating a template I cannot insert a hyperlink
When creating a template I cannot insert a hyperlink. whether I copy and paste it, click on the hyperlink button, the end result is a linkless text. Is this a known issue or am I missing something?
Users receiving Windows credentials prompt - SSO not working because of it.
I have a new implementation of ServiceDesk Plus standard (ver. 9.1, build 9112) that is presenting a bit of a show stopper for me. We use group policies for setting out IE zone settings for all users and servers in the organization. All of our local Intranet sites work with no issues as does all of our Internet zone settings for all of our day to day operations. Unfortunately with ServiceDesk plus, when an end user attempts to visit the web site, they are being prompted with a Windows credentials
File attachment allowed list
Hello, Is there any way for us to permit only the uploading and attaching of specific file extensions, eg. pdf, jpg, tiff, bmp? We do not want requesters to be able to upload just any file they select. Kind regards, Anthony
Cursor lost when pasting into text box
Hi all, lately in the new release 9.1 Build 9111, each time I try to cut and paste a link or text into a text box within Service Desk (description or email reply or solution etc) the cursor looses its position and it's continuity for me to continue typing. Is there anyone else experiencing this in IE? Its working fine in Chrome though. Roy
Install Service Desk Plus to Server 2012 R2
Hello Is it possible to install Service Desk Plus on to MS Server 2012 R2? thanks Jane
Time spent by Tech report - seems incorrect
I have ran a custom 'Tech time spent' report, but it assigns time to another technician's total time spent when time is spent on that technicians ticket by a different technician?? e.g. John Smith works on Joe Bloggs ticket and Joe Bloggs has that time added to his total time spent, when this should really go against John Smith's time spent total. Can this be fixed please?
How to create a task scheduled for every day
Hi, I want to create a task ex: Cecking backup reports. This task got to be done everyday , how can I create the task to be visible on the dashborad everyday so the technician working that day can see it and complete the task. thanks
How are folks handling third-party support tickets
Like most companies, we have third-party vendors that provide services. We often manage the service, and will occasionally get requests to augment or modify what they are providing (for example, a web page that's designed and hosted by a third-party). What do folks typically do with requests like this that should be tracked and that we may prioritize but don't necessarily have any influence over the timelines. For example, do you throw them in to a separate support group? Do you keep a clock
$EmailSignature field - where is this configured
Hi - I wanted to modify our Reply to emails, to include technician name, but where is the field $EmailSignature configured? a previous engineer here has this in the system.
Cannot Find Additional Fields to Delete
Hi all, When I go to create a new Incident Template, it is showing an additional field called "Item" as following: Then when I go to "Incident - Additional Fields", to delete this field called "Item", I cannot find it... What can I do to delete this Additional Field? Thanks, Camila F.
sdp caching issue in ie11
HI, I am creating new incident without giving any type of priority value, which is necessary field for me, and and processing that request. So there comes error like "please fill priority field". But after that I set that priority field to any value and trying again to process that incident, which should be success, but error comes again "please fill priority field". In chrome it works best. But in IE 11 the above scenario happens.
restore backup
Dear All, I am running /home/ManageEngine/ServiceDesk/bin/backUpData.sh and I got a new folder named backup_postgres_9041_fullbackup_05_02_2015_21_52 inside /home/ManageEngine/ServiceDesk/backup I have 2 questions: - Does the backup file also included the SDP configurations (such as: Business Rules, Roles, Requests, Solutions, Requesters, Technicians, Support Groups, SLA, etc.?) - In case something unwanted happened and I have to rebuild a new SDP server, how do I restore the backup
Assingment report
Hello! We want to make a scpecial report for us. Our technicians are often reassign requests to each other. And we want to look requests, where technicians did reassign requests, who gave to whom. Report about reassign of reports. Something like... *id request*, *requestername*, *createdate*, *assingment technican*, *2nd assigment techincan and date of assign*, *3rd assigment techincan and date of assign*, *closing date*. How we can do that? Thanks for your help, in advance :)
Powershell commands to access the requests in service desk plus
Hi, Are there any powershell commands to view the requests in service desk plus??
setting up incoming mail
When I try to setup the incoming mail I get the follwoing error FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. Is there any log where I can look deeper into this issue
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