REST API : Request Operations
Hello 1. Get Requests: How filter requests by requester ? 2. Adding Request: How create a new requester on adding request? Thank you
Task management
Hi, I am now using the task function on servicedeskplus but i am facing a problem to manage them, when a team leader assign a task into a technician he stop to be able to see it.
HTML e-mail
We switched from an older helpdesk software to ServiceDesk Plus about a year ago and like it very much. One of the biggest items we miss from our old helpdesk software is the ability to add HTML to the e-mail notifications. This allowed us to put the metadata for the request in a table making the notification easier to read for the end user. If we could get the ability to do this with ServiceDesk Plus it would be very helpful. Thanks!
if user not log in , user can not use restapi page?
I'm using restapi on my html page.but i wanna if user not log in , user can not use restapi page.how do i and how learn I username,userid?
Expose header tags in solutions
We are using ServiceDesk Plus with great effect in our organization and find one of the more helpful features to be the Solutions. We are working towards putting all of our current procedures and knowledge base articles into solutions and have run into a couple of issues. The biggest of these issues is the inability to use header tags. What we would like is to have several sections to our KB articles similar to vendor articles such as "symptoms, resolution, more information, etc" (see https://support.microsoft.com/en-us/kb/943144
CMDB relation
Hello, I have a relation made with between a department and a printer. See below. But if a make a incident with Ben or Ben Langeveld, the field ci shows "no asset available". Do i forget something, or is thsi nog working. If a made the relation direct from the CI to mine name it is working. kind regards.
change the view?
it is possible to change views ( delete views , change the order , etc. )? Please check the attachment. Thanks
E-main attachemtn file size.
IS it possible to change the file size of attachments when a support request is submitted by e-mail?
SSL vulnerabilities
Please stride to acquire an A rating from https://www.ssllabs.com/ssltest/ As of now upgraded to build 8114 and see a rating of C. I'm sure most if not all of these vulnerabilities can be patched or avoided. https://community.qualys.com/blogs/securitylabs/2009/11/05/ssl-and-tls-authentication-gap-vulnerability-discovered https://community.qualys.com/blogs/securitylabs/2011/10/31/tls-renegotiation-and-denial-of-service-attacks https://community.qualys.com/blogs/securitylabs/2011/10/17/mitigating-the-beast-attack-on-tls
Auto-closing work orders
I would really like a feature where we can place a request into a "Monitor" status that will close the work order automatically after a set period of time. What we would use this for is to setup a proposed solution, communicate this to the end user, and then change the status to monitor. If the end user does not reply back in the set period of time, the solution will be assumed to be valid and the request closed with a success status.
Excluded" and "freeware" software is listed as "Under Licensed"
Hello, In our "Scanned Software Assets" overview all the "excluded" and "freeware" software is listed as "Under Licensed". How can we fix the compliance type for all the software to compliant? These software is scanned with a previous version op Manageengine Servicedesk, now we are running 9.0 Build 9002. If we add new software to ""excluded" and "freeware" the type is set correctly. Regards, Danny
Departement Based Approvals
Hi there, In our Company we have different departements ond the same site which have different approvers for are IT-Service Catalog. So what we would like to have in SD+ is that we can automaticaly select approvers based on the departement a requester is in. Is this Possible or do we need to make a different service for each departement and there for add manually different approvers?
Stopping email replys to certain accounts
Some users, some devices and many external organisations will not handle reply emails. The ability to flag a particular requestor account as "do not email" so that the automatically generated emails (notify on close/resolve/update) are not sent to them will stop the current impasse we have. For example, one of our suppliers automatically sends us emails to notify us of any communications issues. However, the automatic responses from the service desk are recieved by their automatic system as a
mark leave or unavailability for a half a day only
Hello I would like to know if and how it is possible to mark leave for a portion of a day only. (let's say a half a day) Up to know, I can only mark unavailability for a whole day. Thanks Best regards, Marc
mange views?
Hello It is possible to mange the views (delete, change order)? Please see the attachment .
Project suggestions
Hello guys, Let me first say that the suggestions below do not need to be implemented yesterday :) We are using Projects quite a bit, and are pretty happy with it. But may i suggest?: Add a 'Meetings' tab, where it is possible to type in your future and past meetings, and where we can include the meeting reports. In my case some of our projects have as much as 15 meetings during a project lifetime. Having a central register of all of those meetings, would be awesome! Add a tab 'Solutions' --> the
Work Log Column
Is there a way to add a Work Log icon on the main Request view much like the Notes icon so that you could get to it without multiple steps? Unfortunately the "Tasks" icon doesn't let you create a new Work Log entry. This would really help. Thanks.
SLA Overruling
Hi, I have a question regarding SLAs. If I have two different SLAs, one for priority (High/Medium/Low/Normal) and one for Category (Hardware/Software/etc.), and they are both used upon creation of a request, how do I know which SLA will be used/followed by the system? Some of my tickets followed the Category SLA but some followed the priority SLA. Thanks! Geraldine
Submitting a PO
When creating/submitting a PO, and I am the approver, have it automatically approve the PO?
ServiceDesk Plus 9103 Released
Dear Users, SDP 9103 has been released and can be downloaded from the URL below https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9103: SD-60088 : 'X-Powered-By' response header has been removed toprotect the server details. SD-60099 : XSS vulnerability in login page. SD-60096 : XSS vulnerability when adding new software license type and option. SD-59982 : Vulnerable file attachment URL in software details page. SD-60095 : XSS vulnerability while sending the report
Task Improvements
2 Requests 1. In a request template that has tasks associated with it, it would be nice if you could "auto assign" to the user who the request gets assigned to. Maybe include a check box in the task to "Auto Assign to Request Technician." 2. In a request template that has tasks, it would be great if it wouldnt let you close the case if you still have "open" tasks. Would prevent tickets from being closed before all required actions are completed/documented. Thanks!
SDP Download
Hi I need download servicedeskplus version 9043 please i need the link download Thank you
Importing Data
Is there a way to import data into specific fields? I have another help desk application that I must use with another vendor but am looking to import simple data into the Service Desk Plus application that our office uses.
Active Directory Import Issues
1) When I save the automatic import schedule, nothing seems to happen. When I revisit the administration page, the box is unchecked the no days are listed for the frequency of the import. Is this normal behavior? I have it set for one day, but I recently manually ran the import and there were requestors imported that dated back several weeks. How do I verify this is working correctly? 2) When I ran the manual import I noticed a significant amount of failed records. Is there a log that indicates
How to add additional content variables to the messages
Hi team, I have created several personalized fields for the changes module, and I need to send some notifications including that information. I wonder if I can add that information as content variables to the notifications. If possible, please let me know the procedure.
Ignore junk software
When you scan a machine, it picks up all software, including software such as "Visual C++ 2008 Redistributable". The reports report this as under licensed, but it is not something that you license. Is there any way for the system to categorize these types of software so that they: 1.. Can be filtered so that you don't need to wade through them, and 2. Not be reported as "under licensed"?
9101, option "Allow Automatic Generation of API Key"
Does it mean that all NEW requesters/technicians will have automatically generated API key to allow access Mobile App? What to do with our few hundreds current users? Do i really need to generate this api key manually for every current user i have? Documentation says nothing if "Allow Requester(s) to access Mobile Application" will do all things, although set default to "yes".
image support for announcement
Hi there, I'm currently using SDP build 9041 Is the newer version supports embedding images when I create an announcement? We created a new announcement this morning (contains a screenshot) and email it to everyone, and realized that the image is missing from the email and formatting was off when viewed on the portal itself. Thank you for your advice.
Updating ME in CLI Ubuntu Linux issues
I'm having trouble updating to the latest version of the helpdesk using linux. I'm using the instructions found here https://www.manageengine.com/products/service-desk/help/adminguide/introduction/upgrade-service-pack.html but no matter what I type I get an error that it can't find the update file. I've moved the update file into the bin directory even to no avail. Any help?
Service DeskPlus improper identification of Exchange Management Console
Hi there, We are trying to get everything configured correctly and have been running into a few issues. Right now our intern tells me that the asset management side of it is identifying all the installs of the Exchange Management Console as being under licensed, however our Exchange Server installations appear to be compliant. We just need some clarification on this. Also, we noticed that Virtual Machines (all are Hyper-V Virtual machines) are not identifying which host reside on. This is useful
service requests vs incidents
Is there a way to merge an incident with a service request.? we have responses to service requests coming into the service desk as incidents and we are unable to merge them with the service request waiting.
Completed Approvals Being Regenerated into Pending Approvals
We are working with Servicedesk Plus (Ver 9.1 Build 9100) and we are having an issue with Approvals for Service Requests. Through testing I have concluded that every time a technician performs an update to the “Resources Info” section by answering the customized questions for any given Service Request, and then saves the request, this puts the request into an “on hold” status. I’m not sure why this happens, but once the request is in the “on hold” status it wipes out the prior approvals that were
adding HTML comment block in solution
Hi there, SDP build 9041 As the subject says. When creating/editing solution, if I typed an HTML comment block, it won't appear after saving. If I edit that solution, that code is gone. example: Add this block of code in the solution: <tr> <td nowrap="nowrap" class="fontBlackbold" align="right">Username</td> <!-- sd-11880 Loding domain list To login AD authentication or local Authentication --> <td nowrap="nowrap" align="left"><span class="fontBlack"><input name="j_username" type="text" class="formStyle"
Purchase Order From Email
There should be a way to send the email to the vendor of a purchase order from the technician's email address. That way if the vendor responds, they email the tech.
Errors When Accessing SDP with Firefox
It seems the newest release of Firefox includes an identifier for the "logjam" vulnerability, which is causing an error when attempting to login to our ServiceDesk Plus server. The error is: SSL received a weak ephemeral Diffie-Hellman key in Server Key Exchange handshake message. (Error code: ssl_error_weak_server_ephemeral_dh_key) Any suggestions? We're not having the error with Google Chrome. We're running build 9046.
Locking Down SLAs
Is there a way to prevent technicians from changing the DueBy Date?
ServiceDesk Plus License Downgrade
Is there a process for downgrading the Pro license to Standard? What features would be lost and are there any database implications? We are no longer using the Asset Inventory features of the system and only rely on the request/ticket management features. So we do not want to lose any of that information. It looks like just annual technician subscriptions are needed & cheaper to boot. Thanks
Pull in Item to the subject line
I am making use of the template function and one of the templates I have setup is for password resets for our various systems. I have the "Category" setup as Password Reset and a sub option "Item" setup as a drop down with the various systems. I have also setup a subject line which reads "Reset Users Password" however I want to know if it is possible to have the subject line pull in the "Item" drop down. So for instance I thought it would read something like "Reset Users Password $Item" with the
Report for incidents/requests per workstation
Hi, I would like to be able to run a report against all workstations that shows requests and incidents linked to them. I can see this as a canned report or find a why to build it with custom reports. Can you please help. We are on a MSSQL database. Thanks
Change the details in My Request Summary
Hi, I want to change the sections under My Request Summary block in the requester home page. Now the sections under this area are Pending, Awaiting Approval Waiting Update. I want to change these to Open Request and Closed Request. How can I do this ?
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