Service does not send notification mail to create a query.
I have some problem, when create a business rules. Service does not send notification mail to create a query. Does it ossible in the free version of the product?
Asset scanning/ Bardoce reader
Is there an integrated asset/barcode scanner that ME has worked with to update CMDB and Assets?
Microsoft Licensing
Hello, With Microsoft's Office licensing, we can install 1 key on a desktop and as long as the laptop is a dedicated machine(not shared) we can install office on that same user's laptop with the same key. What would be the best way to track this in ServiceDesk? If we create the key with 2 installs, I'm worried that someone else will think that we have 2 of those keys available instead of the single key allocated twice. If there isn't a good way to do this, then this is a function we'll need added
Ability for Self-Service Forward Schedule of Changes
I'd like the ability to publish the Forward Schedule of changes / Calendar View to Self service so we can allow staff to see IT changes Two security features I'd like to see with that is the ability to make the view able for certain groups like request template functionality. Similarly, I'd like the ability to mark some changes as private so they aren't published on self-service but are always view-able to IT - similar to the Solutions Private/public configuration
Hung at Application layer Starting
Server never starts, "Application Layer Starting......" is all I see, this is after a fresh install of the newest version on a new 2012 R2 server with SQL 2008 R2. on the same box. The ME Service Desk Service stops every time the server is restarted so I tried inducing the run command from command prompt and received the following error. "Inside Change JRE" =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: E:\ManageEngine\ServiceDesk\bin\\..
How to get only date part from a date field
Hello, I have a report where I use the query bellow. What I need is that the date fields (wo.CREATEDTIME, wo.DUEBYTIME, etc) comes only with date format "dd/mm/yyyy" (in my case, in Brazil). How can I get this? SELECT ti.FIRST_NAME "Técnico",wos.ISOVERDUE "Status do vencimento",sdo.NAME "Local",wo.WORKORDERID "Identificação da solicitação",aau.FIRST_NAME "Solicitante",longtodate(wo.CREATEDTIME) "Hora de criação",longtodate(wo.DUEBYTIME) "Hora do vencimento",wo.TITLE "Assunto",longtodate(wos.LAST_TECH_UPDATE)
To CMDB or not to CMDB in ServiceDesk Plus (Part 2)
Last time out ( https://forums.manageengine.com/topic/to-cmdb-or-not-to-cmdb-in-servicedesk-plus) we were looking at the CMDB as a means to 'hide' specific custom data against particular assets, in our Smartphone example the IMEI number specifically. Following on from this I'd like to demonstrate how the CMDB is also an excellent 'visual' filtering tool for the asset register. We recently completed a project for a client involving the import of over 2500 facilities management type assets and the
Flagging when call closed
Hi, Anyone know of a way to get the system to flag when you are trying to make a change to a Closed call? Or make it more obvious that the call is closed? If the resolution showed in the Discussion Notes I don't think this would be a problem, but I've seen my technicians update Closed calls multiple times not realising that it has already been closed. Any one else have this issue?
ServiceDesk Plus 9111 Released
Dear Users, SDP 9111 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9111 SD-60803 : Issue of "non-English" characters appearing as "???" in request object for Request Custom Menu, HTML file invocation is fixed. SD-60297 : Vulnerability and penetration issues in Un-handled errors and exceptions are fixed. SD-60283, 60280 : Vulnerability in Authentication bypass is fixed. SD-60274 : XSS vulnerability
Order By - Ascending and Descending
I've quite honestly never seen a report development tool that does not allow for ascending and descending options. If there is a way to do it - it's not obvious.
Customize EMail - Resolution
Hi, when I resolve a request (via Tab Resolution in Request details) the System sends an email to the requester which ist split into 2 parts: - 1st: The original request - 2nd: My resolution Where can I configure/customize that email-Template? I want to swap tose two parts. Greetings Michael
Service desk or Desktop central report showing daily server disk utilization.
Hi Manage Engine team I'm attempting to setup a report that will allow me a daily update on the usage of our Server Hdds. This report would need to highlight servers utilizing more than 90% of any of their disks. Cheers Joel
Private Conversations.
Our current help desk solution allows us to have private notes. When a technician is listed as a cc to the ticket we can create an internal note and all the technicians will see the note and get an email about the internal note. I know that there are notes and that they will be private - how can we notify all technicians about the note? Thanks Wil
Time spent for group on the same Request ID
Hi, I need a report with the time spent for group in the same Request ID. For example: On Request ID #2 for 30 minutes the Level 1 group was the responsible for this request, but at minute 31 the level 1 group assign Request ID #2 to Level 2 group. So.. i need a report like below Requet ID | Subject | Time Spent - Group 1 | Time Spent Group 2 Thanks SDP 9.1 MSSQL
Service catalog's additional fields on reply template
How can I put additional field's variables from service catalog on "REPLY TEMPLATE"? I'd try do it manually inserting $GUDF_CHAR18 but doesn't work. SDP 9.1 BUILD 9102 MSSQL
Application Layer Started Hangs
I will start from the begining. We had an 2003 server with 2005 sql server on it, with version 8207. All is working fine. Then i thought it would be a good idea to update it to latest version - 9110. Since it did not want to make the update on the working server i've migrated it to esxi. All went well, i've updated to 9110 and is all working well. Then i thought we need a backup server for it, just in case. So, i've made a new machine with windows server 2008 r2 and sql 2008. Installed latest version
Why Are The Filed Lists in Report Development Not Alphabetized?
Please consider having the field lists in alphabetical order. This can't be this hard to do.
How do I delete requester email address
We're trying to remove a few email addresses from our list of requesters. But it will not allow us to save the changes made unless we enter a different email address. Is there any way we can remove email addresses rather than replace them with new ones? When we remove the email address in the requester record and press save, the old email address is still there when we look at the record.
Web Portal without signing in.
Is there any way to allow people to submit a ticket request without singing in? Email won't work, because we have specific fields that need to be filled out. Just wondering thanks
troubles with import client list.
Hello I'm trying to migrate service desk plus msp to service desk plus. I have some troubles. When i export the client list, it has 586 client and when i import this list to manage engine service desk plus it sais succes but after the import it has 162 client and before the import it has the same number of client 162. Can you helpme, please? thanks.
search assets in change
hi guys, When I select assets in a new change, it's hard to select what I want by the asset type & ID. Can U add search option including the asset udf fields ?
Scheduled LDAP import only importing some users. Manually-triggered import provisions ALL available users.
The daily LDAP import that we run at 6:30 is importing small numbers of users ranging from 0 to under 100. When I run a manually-triggered import within a couple hours after the scheduled import ( by going to Admin > Users > LDAP > Import Now), it imports many, many more in the hundreds of users. This has occurred ever since we started using a fresh installation of SDP with LDAP. This occurs on all of our SDP servers including DEV, TEST and Production. There should be no difference between a scheduled
requesters and technicians became unknown!
Hi, I have SDPlus 9.0 build 9.1.0.5, upgraded from 9.0.4.8. all my authors and techs are unknown now :( AD sync is working, I see all of them in 'requesters'/'technicians' tab, all emails are correct etc. but when I make a new request, a catch "requester name does not exist". also, site associations is not working now. BUT! If request was made by email, everything is ok - request arrives with correct requester name, associated with correct site etc. how can i fix this problem?
Change roles mandatory
Hi all, is there anyway to force change roles to be set? we have a few changes that are not being progress because certain roles are not being set initially. or any way around this? thanks Russ
Email Fetching stops after a few days
Hi, We have the free version of ServiceDesk Plus installed (9.1 Build 9105), and the issue we have is that after running properly for a few days, mail fetching then stops (although the admin keeps displaying the "Last attempt to fetch mail..." messages). There are no issues with sending mail, that is working fine. If I stop fetching, and click the "Save" button on the "Incoming" tab, I get the following error: "FAILURE :E-mail settings saved successfully. Could not find valid certification path to
Forwarded Conversations not showing
Can't view Requester Conversations forwarded by a certain Technician. You can see all replies by this same technician. Any thoughts? George
Use of Business Rules & E-Mail Command
I've been asked about using business rules to automatically assign from tickets to groups. I've done a few basic ones and they work great. I have one now that I think might be able to be done using EMAIL COMMAND parsing .. well .. if that does what I think it does. We have a logon GPO that runs a detection script looking for "fingerprints" of several Crypto Locker type infections. When it finds one it sends an email to SDP with a canned subject line .. so I can key off that .. the part I'm looking
import LDAP automatically
hi How can I import LDAP automatically? AD has a check box to schedule the import. SDP 9102 on a Linux machine
Shortcut keys
Are there any shortcut keys in SD+? For example, when I'm adding a new incident, I can simply press "Ctrl +R" instead of having to scroll down to the bottom of the page and clicking "Add Request." Thanks!
Migration osticket to Service Desk
Hello, is there any possibility migrate data from osticket to Service Desk including the full history of all tickets? When i had a look at the default csv import file i only see that the subject and main description will be imported... Thank you.
Field & Forms Requester Name
Dear Support, First of all I noticed that rules does not take effect if the field is not loaded in the requester view. for example: we have a field named "Client's Name" and this field should not be visible to requester/client. Hence we removed this field on requester view. Now when we are trying to set a value for "Clients name" Field it does not work. Example: On Form Load, Condition: if Status is Open Execute Script: set value of Client's Name to ABC This rule does not work if the field Client's
ServiceDesk Plus: We are unable to specify Technician, Group, Priority using Email Command Syntax in an emailed ticket
In emails to ServiceDeskPlus We are able to set Category, Sub-Category, Item and Impact (I haven't checked all fields). But, Group, Technician and priority we really need to specify to override the values in our email (default) template and we haven't been able to set them in our testing from both a Requester account and my own Admin account. We are at 9.045 today but should be at 9.105 or higher in a couple of weeks.
Looking for the join between Projects and Associated request tickets
I am trying to create a report that groups by project and show all associated tickets ? Do you have a query for this ?
Images on emails are stripped and put as attachements
Hi, When I have a user email a request into the system images that are attached to our email signature are stripped and put as attachments. Same with any screen shots that a user puts in their email to support. Is there a way that whatever is in the email is displayed the same way in the ticket? It's time consuming having to try and sort through the image attachments to find the screen shots then paste them into the actual ticket. Thanks Vicki
Old ticket numbers upon new ticket creation
I am having a problem where a user sends in an email to create a new ticket they get back two emails. One email refers to an old ticket that the user had nothing to do with. The other ticket has the correct new ticket number on it. This doesn't seem to happen for every user every time, just randomly. This just started, we were running 9.0.46, I upgraded us to 9.1.10 and we are still seeing the issue. Brendan
Operational Hours
Hi People. I need some help: I have multiple incidents and it,s have a time registered , but , no disciminate if that hours are in operational hours range. If posible to make a report what shows non-operational hours summary? I Hope be clear. Many tanks.
Create a new field from department or location.
We are creating new ticket templates and we need to be able to pick location ad department. For example if an employee is to move to a new location we need the current location and the location he is moving to. It seems silly to have to create a pick list when the sites are already created and now we have 2 lists to manage. The same goes for department. Any way to do this? Thanks
Auto - Populate fields on incident templates
Is there any way to set a default value for a field in an incident template. Example - I would want the priority to be low and the lever to be tire 1 by default whenever a ticket is created. Thanks Wil
Issue with Pass-Through Authentication
We have Manage Engine Service Desk Plus 9.1 installed in our environment and published externally. Currently Active Directory Integration is enabled and users login using their credentials on the main login screen. Recently pass through authentication was implemented but the error 'credentials not supported to create the account' was thrown out. I ran the script on the AD server to create a computer account with password and it created the computer in the default Computer container. Now in the Admin
Report of Merged Tickets
Hi, Please provide us a query to pull out the report of merged tickets. Thanks & Regards Silsha
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