SPAM FILTERS
As soon as I use more than one name with the "sender is not contain" filter, all incoming mails are droppped. If i use only one, it works. I have free edition.
Logfile for Active Directory Import
is there any logfile available for active Directory Import? We have Problems to Import some users, but cant find the issue. Thank you.
Order of My Groups
Hi -- As we are unable to delete old un-used groups, I have recycled them instead and renamed them to new group names. However when technicians now go to their My Group view it does not list the groups alphabetically. To the untrained eye it looks like it orders them using the old Group name, despite it having a new name. See pic. Any suggestions? Can we rename in the backend at all to help? Thanks Lynne
Blank Subjects
It seems Service Desk is randomly removing subjects from messages / tickets and just leaving the ticket number. Has anyone else experienced this behaviour? Thanks
Ad Import
Hi Some user of AD don,t import to client. I try to adjust de AD information but doesn't wornking. The error in the event log shows"java.lang.NullPointerException". Anyone can helpme? Regars.
US Times
How can we get Service Desk to show US times rather than UK times? When I export data to a CSV file, Excel does not know how to handle any date that starts with a 13 or more. Example US Date - 9/15/2015 Service Desk - 15/9/2015 My local system and my server are on US date and time.
Backups to a new location
Good afternoon, In our test install of ServiceDesk Plus, we enabled backups to run every 30 days, to the default location (C:\manageengine\servicedesk\backup). Today, I changed the location to a network drive on a different server. I also changed the frequency to every 1 day, so that I could test and make sure it worked. It does not. I am wondering, what permissions need to be granted on that folder for the backup to work? Also, if the problem is permissions, wouldn't I have a failed backup message?
ServiceDesk Plus 9108 Released
Dear Users, SDP 9108 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features in 9108 SDF-35346 : Requesters will be notified when 'ticket owners' reply by email. SDF-58676 : 'Task Filter' has been added for tasks under Request, Problem, Change, Project and Milestones. SDF-58750 : 'Service Level Agreements' configuration feature, is provided for 'Change' module. Issues Fixed in 9108 SD-58527 : Description content
Technician Auto Assign - Need an Inclusion List rather than Exclusion List
Good morning, I have a scenario where a small group of technicians will be part of an auto-assign group, but the other techs will not. I've got 85 technicians, and 5 who are part of the group. Because we are using an exclusion list, it's really hard to see who is part and who isn't part of the group. The bigger issue is that unless a new technician is added to the group right after they are created, they start being assigned to tickets that they shouldn't. Would it be possible to have an "include
Software from Assets Scan Available in Requests
There is a category in ServiceDesk plus. Is it possible for this list to pull from the software list from our asset scan? Seems silly to have to re-enter it all?
Roles Need to be updated
Dear Support, Technician should be able to view the ticket if there's a task assigned to him/her even if he/she is not the owner of the ticket. Current Roles: All All in associated sites All in group & assigned to him[Requests and Changes only] Assigned to him[Request and Changes Only] Propose Roles: All All in associated sites All in group & assigned to him[Requests and Changes only] All in group & assigned to him[Requests, Tasks and Changes only] Assigned to him[Request and Changes Only] Assigned
ManageEngine ServiceDesk SQL Migration - Lost Search Functionality
Hey guys, Recently I migrated our ManageEngine ServiceDesk application from Server 2003 to Server 2012. Included in this migration was a SQL server update. Everything went smoothly however since the update, ServiceDesk won't search for requests that were logged prior to the migration date. Is there a way to reindex this search feature? Regards, Craig.
Assess Assets with new ServiceDesk Plus Custom Scripts feature
We had an interesting discussion with a client recently. They were looking to improve the efficiency of the first interaction on a request for a technician in diagnosing potential user issues. One method they perform is a basic connectivity check to the users workstation to eliminate the obvious fault and they wondered if it might be possible to provide this as a button in the GUI for technicians to select. Given ManageEngine ServiceDesk Plus has recently introduced custom menu options we thought
problem with REST api
I’m unable to receive the xml data from my rest POST. Here is my URL: http://sdpserver/sdpapi/request/100217/?TECHNICIAN_KEY=9E467594-02CD-490F-9729-CF35E9A411D5&OPERATION_NAME=GET_REQUEST When I type my URL directly in my browser (Chrome) I get the xml result; no problem. To make sure that it is not my code that is faulty, I have saved the xml output to an xml file replaced my request from POST to GET and my URL for my xml file and I’m able to retrieve my data and display it. When I look inside
Technicians tab is taking too long to open
Hello, We installed ManageEngine ServiceDesk Plus 3 years ago and everything went well until three months ago we faced a crash for the software and the backup didn't go well as we expected, but we were lucky to have an SQL Guru who manage to rebuild the system from the SQL it self, but after a while we noticed that when we want to edit, add or delete any technician it will take long long long time to open the technicians tab. we use to have 75 technicians and recently we increased the number to 85.
Initial Administrator password incorrect
Hi, I have just installed ServiceDesk Plus to try before we buy (we are looking to move from another product to something better) but after install I cannot log in using the default administrator password shown on the site (username: administrator, password: administrator) - I get the error "Username or Password is Incorrect X". I have not set anything as the admin password during setup. The same is true for the "Guest" account (username: Guest, Password: guest"). Is this a known issue? I've searched
Description Field - Start At/Scroll to Top
We ask a series of questions in the Description field to requesters on the self service form; however on the cursor always appears at the last line of text. Is there a way to have the cursor start at the top instead of at the bottom? Often requesters don't know there are additional questions/text that are towards the top of the field and they don't scroll up to see them.
Assessing Site is being used by a module. Hence cannot delete it.
I need to change my sites after a AD Import which had teh site field filled in with department names unfortunately several items were associated with teh department names under sites.. jhow do I correct this
MSPSDP-3388?
Greetings, I'm new to ServiceDesk Plus and I'm having a problem that many others have had; trying to hide the default request template. According to documentation that I've found, MSPSDP-3388 gives us the option to "disable the default request template for requesters." Then, at http://www.manageengine.com/products/service-desk/faq-admin-modules.html, I found the following instructions...but the "Disable default request template for requesters" setting is not there. Can anyone help? Thanks, Tom Preston
Fix app icon function
How do you repair the icons? At this point the icons do nothing, but sit there. Clicking on them opens an admin prompt window and then nothing. I have to go through the command prompt to get the app to launch.
Login page - failed login
Why does the javascript for the error message after a unsuccessful login fail to load after following the user guide to customize the login page? How can it be repaired?
To CMDB or not to CMDB in ServiceDesk Plus?
We generally find that clients struggle to get to grips with the Configuration Management Database (CMDB) module in the Enterprise Edition of ServiceDesk Plus, often finding it 'a bridge to far' in their estimation. Whilst it's true you need to have a relatively clear idea of what you want to achieve with the CMDB long term there are some great short-term benefits to using the module. Take, for example, the issue of recording mobile phone assets. Now there are two potential areas this data can be
No group assigned when "Pick up" or "Assign to:" are used in Request module
In my testing it seems that when the Pick Up button or the Assign to: drop down list are used to quickly assign a ticket in the Request module, that no Group is assigned. Am I overlooking a setting? Is this a feature I can request? I know that a Technician can be in multiple groups, so it would be useful to be able to be presented with a choice in those cases. Thanks! Don Conley
Request Status Report
Hi , Would you be able to assist with a MSSQL report: Need to see the time taken to move between all request statuses per ticket. Eg: Requestid Sla Priorty Created Date RequestStatus1 Time spent in status RequestStatus2 Time spent in status RequestStatus3 Time spent in status 23088 Priority 1 3 Low 2015/08/09 12:52 Open 5Days : 45 min Pending Service Provider 6Day : 63 min Pending Service Provider 7Days : 12 min Thanks
Option for technicians to mark tickets that they are currently working on.
Hi Users, We are planning to implement a feature for technician to mark the ticket he/she is currently working on. Other technicians / Co-ordinators can know whether any technician is working on the ticket from list view / request details page. Multiple technicians can work on the ticket and can mark as started by clicking 'Start' Link. Work log can also be added automatically on clicking the 'Stop' link. Option will be provided in 'Actions' menu of Request list view and details page to mark the
Scanning endpoint
trying to kick off scans of endpoints and seeing "Unknown Error Occurred." also is there a way to associated endpoints to select probes? they are already associated with the right sites
Send approval after task X closed
Hello. Maybe you can add to SDP possibility to send approval after parent task switched to closed? Or maybe you can add special task to sending approval to specified person? Or when field X = Y -> send approval Task 1 -> special task (send approval & close task) -> Task 2
Pending Requests + Pending Tasks in one screen?
Is there a way for a technician to see both their own pending tasks as well as their own pending requests in the same screen? I imagine a customer filter would do this, but I don't see anything labeled for Tasks in there.
Asset icons inconsistent
We have Desktop Central and ServiceDesk Plus linked together. We are seeing that some computers have the Windows icon, while other have the computer icon. After further investigation, it looks like the Windows icon have "Microsoft Windows 7 Enterprise" listed while the computer icons have "microsoft windows 7 Enterprise" listed in the OS field of the respective Asset. Somehow it is bringing the OS with all lower case therefor, not recognizing the OS appropriately. Again, both assets are brought
API: How to get technician key using REST?
I'm creating a mobile app to manage the assets and was using Servlet API, however since its discontinued I'm moving over to REST. The issue I am having is trying to get the Technician Key to use the API without making the technician's find it and enter it. How do I get the technician key through REST automatically based on the entered username and password? I'm assuming this can be done since the iOS app does it.
Microsoft Edge Browser - Cost Center
Adding Cost Centers does not work in the Edge Browser Also cannot publish to the forum using Edge Browser (Chrome works fine) So far most stuff that I have used seems to work with the Edge browser with the exception of any "java" based launchers (which is expected since you cannot have plugins in edge).
problem with status
hi all. my SD has status, for example: opened scheduled on hold in work done closed. and when specialist set the status - "done", service desk is send a letter to customer about it. so, if customer don`t response on e-mail of 3 days, incident move to status "closed". now i have the task - create status "canselled". this status have the same funcionality as the status "done". what i should do? sorry for my English v. of SD- 9003 database - postgrec
Adding Approver to Stage
HI I am not getting option on Adding Approver to Stage on servicedesk 9.0 9033 free version
Get CI Details
When using the example XML code from Manage Engine to get CI Details from here: https://www.manageengine.com/products/service-desk/help/adminguide/api/cmdb/get_ci/get_ci_details_filter.html The API returns only the CI Name, CI Type, CI Description, and Site. What in addition has to be done to receive alternatives to these four? Thanks
View deleted Requests
Hi, is there a way to view deleted Tickets? Many thanks,
Request Resolutions - Not Sending Email
Since updating to 9.1 Build 9107, ServiceDesk is not sending an email to the requester as configured when resolving a request. The resolution itself is also not added to the conversation list as it did in the past - even with the "All Conversations" option selected; however, the resolution is saved to the request under the "Resolution" tab as expected. I've tried unchecking/re-checking the notification options and restarting the server as that was mentioned in a post with a similar issue. Unfortunately,
Requests could not be found under My Groups
Hello, My question is why the requests could not be found in the groups of My Groups. For example,I'm assigned to the Support Group "SAP Department" (hence, the group with this name could be found in the request filter list). I could have the listing of request in the groups which are provided by SDP. But there's nothing in the group of SAP Department. Refer to the screenshot. Would you let me know how to solve it or what I'm missing? The version of our SDP is 9.1 Build 9107. Thanks Oliver
Program Hang at Application Layer Starting
i tried to run progam but it stop at application layer started please help, thanks
How to delete support groups from 'Default Settings'
Hi, I have a support group that is no longer used and has no members associated. I have deleted it from each of the individual sites from the 'Support group for XXX' dropdown menu, however when i try to delete it from the Default Settings menu it gives me an error stating that 'Groups cannot be deleted', and the group still shows up when creating new incidents. Is there any way to delete this so that it does not show up when creating incidents? thanks
Who in your company runs your Service desk plus ticket system?
I am trying to see if anyone else spends as much time in SDP and the other ManageEngine products as I do. Keep in mind we have 12 departments that use SDP. I create all the ticket templates and train everyone to use the system as more departments use the ticket system. I have asked other people i know and i believe they use basic ticket systems place a ticket complete a ticket. We have SLA's data to collect and reports to make. Departments making changes all the time. new users remove old users
Next Page
