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
Ticket forwarding fail due to Priority field change.
Hello, I am facing problem while forwarding incident ticket to third party system. I have created status like 'Sent to third party system' The actual scenario is like.. I am leaving blank Priority field in incident and forwarding request to third party. Request forwarding fails as we have coded that it will throw an error and set the status as "Failed to sent".I set that priority field with edit request from SDP and reattempt the forwarding. In subsequent call, I set the status as "Sent to third
Attachments from Mobile App
Here is the situation: We have a HelpDesk phone hotline number for our staff to call. End Users will leave voicemails in the mailbox and our phone system will forward those voicemails as a WAV file to our helpdesk email account to create a request in the servicedesk. Often this is after hours and the majority of our technicians only have mobile access. We would like to be able to listen to the voicemail attachments either from the mobile app (IOS and Android) or have it included in the email notification
Send Resolution to multiple mail-recipients
Hello, when resolving a request, a mail is automatically send to the requester. Is there the posibility to send to multiple mail-recipients (cc)? Greetings Michael
moving Service desk plus to a new server
Hi, We are using SrviceDesk Plus Ver 7.0.0 Build 7017 I have no problem this a question regarding moving all the data and existing configuration to new W2K3 VMware server. Could you please let me know the steps to backup all the DB and config and what other options I have to make this as easy as possible. Or is there any documentation what I need to do ? Thanks in Advance,
Sending notification failed
I am able to send email to internal users but while sending to external it shows "Sending notification failed". I've attached support file. Please help
user login to manage engine servicedesk using office365 authintication
hi we need to use office365 credential to login at manage-engine we will add our manage-engine service desk link to our share point online and we need the user when he click on this url he directly login to manage-engine without entering any username or password so we need like SSO using office365 authentication.
Public WorkLog option
Hello, I want to know if there's a way that I can add a worklog to a request then I would be able to choose between "Private" or "Public" update. Whereas "Public" option makes the worklog visible to the requester (and sends an email notification with the update) and "Private" option makes the worklog only visible to technicians. Thanks in advance, Georges Samy
Android App for ServiceDesk Plus Released
Dear Users, We are happy to announce the availability of the native Android App for ServiceDesk Plus. The app can be downloaded from, https://play.google.com/store/apps/details?id=com.manageengine.sdp&feature=search_result With this application, technicians can access ServiceDesk Plus on the go using their Android Mobile Phones helping them create, update and resolve tickets anytime from anywhere. We believe that the this App would help you 'respond to' and 'resolve' tickets faster. The key features
Generate a report for timesheet management in project
HI, Can anyone tell me how to Generate a report for timesheet tracking for users in assigned projects.
Announcements are not easily seen. Please fix for the next release
I have tried using the "Announcement", and even set the font size to really large and change the colour to RED. However once saved and published, it just appears as small black text. Which isn't an announcement, more of a whisper. How do I get it to display as intended ? Also, I have see that I can set the From and To date for the announcement to displayed, It seems that I can select the same date on both but the time difference is only 1minute. or I can set the dates to be a 24hr period. Again
Automatic assign when ticket is closed
Does the ServiceDesk Plus v.9.0 has an option when I close my ticket to automatically be assigned to me as a technician that I don't have to choose the option "Pick up". Thanks Regards
Add Multiple user in same task in single project
Hi, i want to add multiple users to a task in a project is it possible. and also need to take report of the timesheet..?
Assign Task to multiple user in project
Hi, Is it possible to assign same task for multiple user for one project, please reply ASAP
AD Authentication - Does it even work?
I have deployed ServiceDesk Plus (Version 9.1, Build 9112) on a Windows 2008 R2 server. The domain controllers are Windows 2012R2. The domain level is 2008R2. I have followed the instructions numerous times for AD authentication and pass-through authentication only to have the following issues happen - AD authentication without pass-through authentication disabled = FAILS. The user is told "Username or Password is incorrect" AD authentication with pass-through authentication enabled = FAILS. My domain
Outgoing mail Error
Hello
I have a problem when you close an application and sending response to brand me an error which is " Failed to send notification "
Any outgoing mail is sent .
I enclose details of outgoing mail.
If you need some other information I provide warmly .
Thank you Thank you Server Name / IP Address: outlook.office365.com Server Name / IP Address alternative: Your name: EPOS Support Reply address: soporte@epos.mx Type email: SMTPS TLS Enabled: No Port: 587 Requires Authentication: If Username:
Tickets in SD+ are getting merged, how to identify them as a separate request?
We are using 2 instances of SD+ for different departments (Dept A and Dept B), when Dept A creates a ticket and assigns it to Dept B, an email to shot to Dept B with the ticket creation details. This email creates a ticket in the SD+ of Dept B. As the auto response details are in both the SD+'s, tickets are getting created in a looped fashion.. How can we avoid this?
Merge Requester
Hello, We have several employees who have married and changed their last name. Now they are two requesters (one with their old name and one with their new). Can I merge these two "different" people? I searched and read older posts from years ago saying this can only be done by directly editing the DB. Is this still the case? Thanks in advance!
Usage of new field types in request forms
Hello, we would like to have additional field types in the forms. As example we would like to classify tickets to affected Company sites like Argentina, USA .... so we Need a field with a multiple choice Option. Also, it would be nice to add the site field inside the requester Details box, because ist requester assigned. The Option to add pictures to form would also nice, and a date field would make sense. Thank you for your great Support.
SDP 9.1 incorrectly detects IE11 as IE7/8
Hello, After migrating to SDP 9.1 the following message appeared: This is because we use IE11 in "Enterprise Mode", which kind of emulates IE7/IE8 for a better compatibility. See https://technet.microsoft.com/en-us/library/dn640687.aspx for more information. If we do not use this Enterprise Mode for IE11, we encounter issues when using SDP. Please fix the erroneous warning message (SDP should detect IE11, not IE8) or finally ensure compatibility with IE11, which was released 2 years ago! Best regards,
Request View- All Tickets I have Created
I have a number of people asking for a view that shows "All Tickets I Have Created" which is slightly different than being the requester or the technician on a ticket. I don't think there is a way to do this--if there is let me know
Asset Management - Per user software licensing
I have a Microsoft Enterprise Agreement. I am licensed by user, so if I assign a license to 'John Doe', then John Doe can have a copy of Excel on two separate computers, a workstation and a laptop. I created a Software License: License Type: "Client Access License" License Option: "Per Seat - User" I have assigned this license to several users. Here is the issue: Enterprise - Unlimited installs, so I can't track compliance Enterprise Subscription - Unlimited installs, so I can't track compliance
Can the Calendar Date/Time be configured differently?
Currently, the calendar for assigning start/end dates for requests, tasks, etc. is configured to select the date AND the time. We do not care about the time. We would like only the date to be selected and to not have the time displayed. Is there any way to configure the date & time? If so, how and where? Thank you, Cheryl
About the new Behaviour Change in 9112
I read that there is a behaviour Change when matching users in 9112. Behaviour Change: When Identifying a user based on user name and email-id, both 'user name and email-id' or 'email-id' alone should match the user details. Earlier, the users matching the user name were fetched ,ignoring the email-id. Who come up with this not-so-bright idea?? When I do a manually AD synk I do that to fix user information in SDP including mailaddress.We have a lot of users with wrong mailaddress but with correct
CI name changes from host name to IP address after network scan
When I do a network scan of a group of VMware ESX host servers, the CI name for some of them reverts to the IP Address. For others it remains set to the host name. Can anyone explain why this behaviour occurs. All of the host names are correctly registered in DNS. Thanks, Roy
REST API for GET_REQUESTS filterby All_Open
The input data im using trying to get All_Open requests is this: INPUT_DATA=<Details> <parameter> <name>from</name> <value>0</value> </parameter> <parameter> <name>limit</name> <value>100</value> </parameter> <parameter> <name>filterby</name> <value>All_Open</value> </parameter></Details> But I get this error. - < operation name =" GET_REQUESTS " > - < result > < status > Failed </ status > < message > Technician/User does not have permissions to view this request filter </ message > </ result
Request for Custom Trigger Script
Hi all, I am a total novice as far as scripting is concerned. I need a "Custom Trigger" script which will help me with the following. Upon closing of the request/ticket, the same ticket should be automatically get forwarded to another group. My configuration is MSP 9112 / CentOS / MySQL. Thanks in advance.... Regards, Pramod.
Customized Business Rule
Hi, Currently, we have a task for which there is a strict workflow that needs to be followed. Requester "A" creates a ticket or request which is completed in a sequential order by Teams 1, 2, 3 and 4. Ideally, the ticket should land in the team 1's basket. After completion of the task, the team 1 will close the ticket. But this closing action should trigger a new ticket or same ticket for team 2. Then team 2 closes the ticket which should create the ticket for team 3 and so on. Our requirement
Calendar function in SDP: Am I missing something?
Seems like a small thing, but it's a wast of time and very frustrating, so I'm wondering if I'm just doing this incorrectly Using the change calendar as an example, how do I schedule a start time in the future without repeatedly opening and closing the calendar or getting multiple prompts that my date is impossible? Also, how do I clear a date/time if it was put in there accidentally? If I assume this is how it works, If time is intended to be selected first, can it be above the date? Can we have
Level 1 Escalation for Response time elapse, not receiving alerts
Hi, I have a question regarding the "Level 1 Escalation for Response time elapse ". I'm doing a test with this feature. I have a SLA named "HIGH" with a Response time 20 minutes. I attach an image with the setup for the Level 1 for Response Time. Escalate To: TicketOwner Escalate Before: 5 minutes No actions choose The way I'm testing this is: Open a ticket with Priority High, assigned to me, status "ToDo". I leave the ticket on the status (ToDo) and I wait for the email 5 minutes before the
Some assets failing auto scan
We having some issues for a while now, when we are looking at some assets and try to get the details helpdesk shows that the last scan failed or scan status: failed. This assets are mostly laptops and they are failing to scan on startup, I have installed the latest agent on one of them for testing and it scans the first time but after a restart when I try to manually scan from helpdesk I get a failed response, or no automatic scanning from the laptop itself. Please help
I need a new custom report
Hi could someone help please, I need a query report which gives me the average technician score on surveys returned for the previous month. May also be useful if date range could be adjusted. SD+ version build 8216 MSSQL Thanks Charles
Report - Average Completion Time per Technician (not SQL)
Hi Team, I'm wanting to create a report (not SQL please, I'd like to know how to do this for other reports) that will show me the average completion time of tickets per technician. For example, defined for a date range: Name Average Completion Time John 6:12 Peter 4:34 Steve 5:09 This is what I've tried to do, but it just returns 00:00:00 for each technician: I choose Matrix and then TimeSpent on the first screen, then these options on the 2nd screen: Thanks guys!
New 7604 Auto Assigning of Requests to Technicans Functionality
Hi, I'm interested in this new functionality, but we have technicians who work for us part-time. Is it possible to schedule their non-working hours so that the auto-assign doesn't allocate requests to them during those time periods? For the one particular technician I'm thinking about, I wouldn't want them to receive requests: Mon, Weds, Thurs, Fri - 14:15 - 17:00 Tues - all day Thanks, Rich
Login methods for iOS companion application?
Currently demoing this program. One quick question about the iOS companion application. We currently use Imprivata OneSign with biometrics for our day to day log in method. Our network passwords are random 64 character strings that are pushed out by this application. Because of this, no one really knows their active directory password at any given time. Bearing this in mind, we're trying out the iOS application as part of our trial. We see that you can log into the app using your AD credentials.
Custom Html form
Hello. Can somebody explain how we can use $HTML_DATA_JSON_FILE parameter while using Custom menu and html form. It would be great with some examples. Thank you.
Working with assets
When you are using the asset section to manage your assets under workstation it lists a monitor but then over on the left side when you click on monitors it is empty. Is there a way for the monitor section under IT assets to display info from the monitor section under a workstation asset?
Create ticket and use through out a Orchestration
Hi We use MS System Center Orchestrator for automation. I would like to add a Creation of a service ticket at the start of each orchestration and use it to report errors and success (within the Orchestration) We use the REST API today so the Creation is easy. My question is HOW do I know which ticketID i got? If I could find out the ticketID it would be easy for me to feed the service request with information from the orchestration.
Backup Problem in Servicedesk
What's the problem?
Can I Hide/Show Resources in a Service Catalog Request form via a Rule?
I have created Rules on in my Service Datalog Request form to Hide/Show Fields, which are questions inside a Resource, but how do I hide the entire Resource, so I don't have a bunch of unused headers cluttering up the form? Thank you, Geordon
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