Access Permission - Admin excluding stop timer and modify due time
Hi team, We need to setup an Administrator role with access to everything except to stop timer and modify due date. We have setup a role and selected permissions as follows, however, when the technician with this role logs in, the 'Admin' tab is not there. We are running version 9.0 build 9044. Can you help us? Thanks.
Copy and Paste Attachments into ServiceDesk plus
Hi we are running version 9.0 build 9002. A lot of our users seem to be having difficulty copying and pasting into the incident area either text or screenshots. Sometimes it works and sometimes it doesnt. It doesnt give errror messages the cursor just stays in blinking in the body of the incident all users on Windows 7 Pro and are running Internet Explorer 9. I have had a look on the forums and though there does seem to be people asking questions re this there is no solution. Any ideas would be most
Request does not fall under your permitted scope.
here is the scenario. 1. Ticket is Assigned to Technician1 2. 1 task is assigned to Technican2 3. Role is Set as Assigned to him[Requests and Changes only] Now the issue is technician2 cannot open the ticket. with below error. "Request does not fall under your permitted scope. So you are not authorized to update the same." However if a change the role of technician to "All in group & assigned to him[Requests and Changes only." Technician2 will be able to view the ticket, However I don't want all
Improve metering for ServiceDesk Plus
The option of metering in ServiceDesk Plus is too poor. You have to get extra licenses of Desktop Central to get a better metering information. Would it be possible to get a little bit more information of metered applications? It would make SD+ a round application for ServiceDesk and IT managemet tool!
Email Notifications
HI is there a way for when tickets are assigned to a specific support team for some snr managers etc to receive a notification email of that new ticket? Example is i have setup a new support team which has one technician in it. " snr managers who are not part of that team want to be notified every time a new ticket is assigned to that team/technician. Using SDP v9.2 . I have created a business rule which says if tickets come in from 3 specific sites it then sends an email notification to x,y & Z
Assign requests of one requester to another one
Hi Dears I want to mark about 150 requests and edit their Requester name but there is not any ability to change whole of them in one time and have to change all of them one by one. there is some other fields that can change after marking your requests but its not possible to do this for requester name. can you help me? my requester go out of my work office and another one with new user is coming in and he is going to continue my last requester requests and i have to assign all of requests to his
How do I setup a new field that allows you to select only certain values within another sub field?
Example: Field 1 drop down has 2 values F1Value 1 = A F1Value 2 = B Field 2 drop down has 4 values F2Value 1 = 1 F2Value 2 = 2 F2Value 3 = 3 F2Value 4 = 4 When I select A in Field 1 I want Field 2 to show only 2 of the 6 drop down values within the field (values 1 & 2) How do I do this in a template ?
How to see attachment in the App on iphone ?
Where can i finde attached files in the app?
Add a admin role to a user/technician
Hi, i need to give a technician of mine full access to all the modules of service desk plus, what is the easiest way to do it? I did go onto the user and made them a admin but she cannot see all the modules.
Limit Incident Template to a specific group of requesters
I work at a school and would like to hide certain incident templates from students. Is it possible to limit a particular incident template from a group of users? I have a User Group setup for Students (and also 1 for employees). Thank you Jim
Setup / Config guide for a new users?
Hi, We're brand new to SDP and have just installed it. I'm wondering if there are any tutorials (videos, documents, etc) that explain all the different features and how we go about setting up a basic help desk. We have the Email Scraping feature working but that's as far as we got. I know there was a wizard that came up when we first installed it but we had to bail out when we had problems with the email settings. Is there a way to rerun that wizard? Then if there's any other documentation on how
Edit asset state
Hello, There's any way to edit the defaut asset state? We want to rename this asset state names. -- Tainã Rodrigues ACSoftware
Surveys are not being sent out
Good Morning, When I "resolve" a request, the survey is not being sent out. When I looked at the options, it only says when the request is "closed" What am I doing wrong? Thanks,
Incoming Mail Error - error occurred while trying to check connection with mail server - Problem connecting to mailbox.
Howdy, I've seen a lot of various posts with this error but have had no luck in figuring out why my setup isn't working. We're on Exchange 2013 with IMAPS configured. We use IMAPS in a different program so I know it works OK. I just can't get SDP to connect. The windows firewall is off. I've tried multiple User IDs and they all fail so it seems like a connection problem. Support file thingie is attached. Any help would be great. On a side note, are there any plans to support Exchange directly?
ServideDesk Dashboard
First of all, thank you for this great tool and for offer it for FREE. Please give us the tools to full customize the dashboard, we are limited by https://www.manageengine.com/products/service-desk/help/adminguide/dashboards/dashboard-customization.html Thanks in advance
Auto Email User With Attachment Based On Category
In our help desk when an agency enters a Help Desk Ticket to create a new user in our systems I immediately respond with the same email each time requesting information and giving them instructions on Next Steps and it includes an attachment. Is there a way to automatically send that email every time the subcategory is "New User" and have the attachment (or i could even use a link to the document), update the status of the ticket to "on hold" so that i don't have to do that manually every time?
REST API GET_REQUEST Replaces Space wih NewLine "\r\n" in description
The request description returned is different from what I expect when I retrieve it using REST API operation GET_REQUEST using C# HTTPClient. Ex) Request Description as appear in the browser I need some help with the printer driver. Request Description returned with API I \r\nneed \r\nsome \r\nhelp \r\nwith \r\nthe \r\nprinter \r\ndriver. This will look like below, except for the extra line break HTML paragraph tag adds in this text editor. I need some help with the printer driver. Other operations,
Errors while restoring a backup
I tried upgrade my build from 9018 to 9028 but after a few successful upgrade the last one failed which meant i had to reinstall the application and restore data backup. The restore has failed pointing to some error logs on the SDPUser profile. Please share with me how to ignore the error table so i can finish the restore and my production server can be live.
Rest API help
Hello, I would like to use Rest API for creating requesters. When I execute code below in Powershell, I get message "No XML data specified". What's incorrect here? $inputdata = @" <?xml version="1.0" encoding="UTF-8"?> <API version="1.0" locale="en"> <records> <record> <parameter><name>Name</name><value>testfromapi</value></parameter> <parameter><name>CI Type</name><value>Requester</value></parameter> <parameter><name>Site</name><value>Common site</value></parameter>
Hiding Job Title or Other Fields from Requesters When Completing Tickets
We have been using the LDAP/AD feature for a while now. Unfortunately, the common AD attributes have caused a bit of a problem for us, as we now have employees who have moved since the last sync with the LDAP replica and their positions have changed one or two times over. I get a ticket from a different employee once a week complaining about this. I wish to stop it permanently, as I manage two SDP instances for different org functions and I have to change it for 100+ employees now two times over.
Changing requester's name does not result in the site updating to correspond to the new requester.
There are occasions when we need to change the requesters name on a ticket, however when the name is changed the 'site' field does not automatically update the site correspondingly to the new users associated site. Is this a bug or is there a workaround? Many Thanks.
Configure Proxy
Hello all, My ISP has a Web Filtering pretty bad, so I have some problems on my web browsing. Meanwhile, the ISP gave me a proxy to be able to access to the websites, (example: isp.proxy.com; port 8080). Because of this the ServiceDesk Plus, on the Mail Server Settings doesn't work properly. The incoming Mail Fetching fails due to that the Web Filtering doesn't allow receive the mails. Question: How can I configure the proxy server on ServiceDesk Plus in order to the incoming Mail works properly?
How can I audit what roles and groups a technician belongs to within a scheduled report?
How can I audit what roles and groups a technician belongs to within a scheduled report? Currently, I have to go into each technician to view this sort of detail one by one. I would like a report view of this information for security auditing purposes.
Duplication of request and notification email for cancellation
Greeting My name is Taleb kindly would you assist me on this : I have 2 qustion : 1- The end user does not receive a notify email when the request is cancelled , despite it is marked ? 2- Can not duplicate 2 or more incident and the "Duplicate Reque st " option is disappear ? Best Regards
Is there a way to copy all items from one subcategory to another?
Issue is we have a long list of items that I would like to associate with a newly created subcategory (as they are with other subcategories). Is there a group select instead of having to add each one in manually?
ManageEngine Upgrade Failed from 8.0 to 9.1
Hi, We are upgrading our ServiceDesk from version 8.0 to 9.0. Old Setup: OS: W2K3 ServiceDesk: Version: 8.0.0, Build: 8022, DB: mysql New Setup: OS: W2K12 R2 64bit ServiceDesk: Version: 9.1, Build: 9105, DB: postgres We have already backup the data from old version. After installed new version, mysql has been installed manually and changed the DB. Later trying to restore data, but failed and getting below error- Please wait extracting backup file *********************************************************************************
Importing From AD
We have just purchased SD Plus and i am in the process of configuring this, can anyone please assist and let me know how to import all of the AD users into SD+ as users, do i need to have AD Manager to do this,
CSV export - dates are in general format
Hi team, When exporting a report to a CSV or Excel file, any date field comes through as general text and not as an Excel date. Is there a way to ensure a spreadsheet export contains dates in date format?
SDP+ New Rich Text Editor problems
Guys, Unbelievable, it took you guys more then a year to develop a brand new 'rich text editor' en it still (excuse my language) sucks! I've started a brand new solution. I typed this from scratch with the editor (no pasting from word or any other sources thus). I didn't change to other fonts: i only used bold text and hyperlinks within the document on the editor. Numbering lists don't work (numbers simply don't appear). Bulleted lists do work fine. Text between hard enters (returns) jumps awkward.
Report showing the incident backlog for specific group
Hello team, i will really appreciate some help with generating report which shows the backlog of open incidents on specific date in the past. As example the info i need will be something like: the number of open incidents we had on 12.07.2015 for specific Group. Its a bit urgent and any help will be much appreciated!
SQL report for Backup Schedule details
Can someone provide me an MS-SQL query to output the Backup Schedule details? I'm looking for it to contain the following: Enabled/Disabled Every x days At x time WHo to notify when backup fails (email address) Backup type (database an/or File attachments) Backup Location Retain x amount of backups This would be super helpful for a dashboard I an writing. Thanks
Solution "Last Updated On" Time Gets Updated When Solutions Are Viewed
After upgrading from 9.0 build 9016 to build 9048, I noticed the 'Last Updated On' of solution shows the timestamp of when the page is opened. This only occurs to solutions which have never been updated in build 9016, or the ones with '-1' in the 'Last Updated On' column. 'Last Update On' is set to now() the first time such a solution is viewed, and it stays to that time until someone really modifies the solution. It used to show the same time for 'Last Update On' and 'Created On' when the solution
Issue with search option
Hello, When I make a search using subject, the SD just return requests until April/17/2015, recently request does not return. For example: But I have request newer
Import users from AD - duplicate entry
We have problem with importing users from AD. We have users in our SD DB. When we want to update users (requesters -> import) we have (in serverout): Violation of UNIQUE KEY constraint 'CIRelationships_UK'. Cannot insert duplicate key in object 'dbo.CIRelationships'. The duplicate key value is (9145, 37043).| About 200 errors while importing.
Blank Resolutions
I noticed today after I had edited my default Incident Template, any new request already has a resolution. This resolution is always blank. I think it has something to do with the request template but I am not sure where to start with this. Has anyone else experienced this or does anyone else no how to remove it?
Overdue Violations
Hi, Trying to understand how the 'Overdue' violations are reported. We have two main SLAs we report on; 1 - First Response 2 - Resolved On Time If the call is with Technician 1, and the first response SLA is missed, it records in the call history. Say the call is passed to Technician 2 after the first response SLA is missed and technician 2 closes the request, then on the report we run monthly, shows the violation against Technician 2, which is incorrect as the violation occurs when the call is with
Amend ownership of scheduled reports
When I create scheduled reports, other administrators are not able to see them, edit them or stop them. This is a pain for clients for whom I have set up scheduled reports and their requirements change over time as they mature. Am I missing something? James Gander Gander Service Management IT Operations and Service Management Consultancy
Fetch Mail Process Stops
We recently upgraded ServiceDesk Plus to 9.1 Build 9105. Since doing the upgrade, the fetch mail process will just stop for no apparent reason. Once you restart it, it may stop again in a hour, a couple of days or anywhere in between. Nothing has changed in our email server (Exchange 2010) or network. Is anyone else seeing this issue? Thank you, Carey Durbin Corporate Information Technologies Manager Bridgestone APM Co.
User Management Service Catalog Issues
I have been tasked with re-vamping our new hire forms now that we have MESD+. I found the Service Catalog and was very grateful to find the User Management section. I immediately found the new hire form and edited it to fit our specific needs. I found the workflow and added an approver and feel like I'm on the right track now but I have an issue. We want tickets or tasks to open once the request has been approved based on the results of certain fields in the form. We're a SOX compliant company
Scanning Hyper-V hosts
Hi SDP Team, If i scan my Hyper-V host with domain admin credentials, shouldn't it list all my hyper-v virtual machines also automatically upon scanning the host? In my case the host is scanned succesfully, but none of the vm's get listed. Offcourse i can add them in manually. With regards, Sven
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