AD User Import
Hi, I have a question regarding importing users from the AD. If I created a user/requestor in the Manage Engine directly, and then there is a same named user being imported from the AD, what will happen? For example, I created a requester named John Smith directly in the ManageEngine ServiceDesk with not much user information, then there is a new user in the AD named John Smith as well with email address, position, etc. How will it be treated? Thanks! Geraldine
CI Type is not default upon Item Discovery / Identifycation
Hi, Some scanned software correctly discovered through an agentless, network scan won't get its respective CI Type associated (see image below). Is this the expected behaviour? P.D: Other software items such as "Microsoft Windows Server 2008 R2 Standard" discovered using the same method do get this CI Type right after scanning. Thanks. Juan
API - lack of new lines when ADD_REQUEST used as an operation name
Hi, I'm dealing with integration SDP with other system, I have problem with answers to ticket. Everything is working fine except this. I'm sending that kind of requests: TECHNICIAN_KEY - [apikey] OPERATION_NAME - ADD_REQUEST INPUT_DATA: And im doing that on the same way, how im creating new incident - and there new lines are correct. Unfortunately, for reply this is not working. That how it looks like: I tried putting there \n, \n\r\, #&13; and this kind of characters - without any result. I have
Delete or Modify a custom field in Templates
Howdy all! I am wondering how I can edit or simply remove a custom field I created in the Incident Templates? I have a field that was created called Level which is causing problems when we are actually trying to use the original Level field that is a part of incidents. I cannot find a way to delete, rename, or otherwise modify a new field that was created. When I place the default Level field into a template it shows the right one, but when I commit my changes to the template I receive the following
Unable to enable LDAP Authentication
Hello all, I am having a problem with my LDAP Integration. I have successfully added my DC, and imported users. However when I try to enable LDAP authentication nothing happens. Reviewing serverout0.txt I see that when I try to enable LDAP auth I get the following errors: [11:19:29:320]|[07-06-2015]|[com.manageengine.servicedesk.servlet.ClientLogServlet]|[SEVERE]|[26]|: Login user(id):3, Error occurred-->Uncaught TypeError: Cannot read property 'innerHTML' of null, in file name:http://[address
Service Desk Plus Mobile Version request handling
When a technician raise tickets using their mobile devices (both android and Iphone) the request created are being assigned randomly to all technicians and it is neither using the Incident and Service Business rules. what do you advice? I have checked Enable Technician Auto Assign and am using ME service-desk Plus - Professional
Service Desk PLus iOS and Android application Issue
Hi, I would like to highlight that our service desk plus is not allowing any login from the application downloaded from App Store or Play Store. It prompts that the username and password is incorrect after i input my IP details. I have confirmed that the details I have input is correct because the browser version on both devices works fine. Please advise further. Thanks
where is default reply template located
I need to edit the default reply template. I do not see it in the reply templates list. Where do I go to edit it? Running SDP build 9011
SLA Report
Hi Guys, I need some help creating a report like this... Backlog Report Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Open 540 410 294 287 413 532 634 Opened 5313 5090 5328 4666 4235 5572 767 Closed 5443 5206 5335 4540 4116 5470 790 Request Backlog 410 294 287 413 532 634 611 I have Opened & Closed by month. Will be great if the report shows 12 months before the last month. I'm running SDP Enterprise 9.1 using MSSQL. Thanks a lot for your help. Gustavo
Executing Custom Menus
Hi i have upgraded to 9.1 and can see a new feature that allows me to create a custom menu that can create users in ADManager Are there any instructions on how this can be achieved as this has the potential to be a huge feature for our organisation? Thanks Adam
Import from Active Directory
Hello. I synchronize SD authors and requestors with Active Directory W2012R2. We disable user account in AD, while he is still available as specialist in SD company. I have questions: 1) How do I import disable(lockout) status via userAccountControl ? 2) How i can lock out requester in SD& Set attirbute like 'not for further usage'based on LDAP status 3)When we import integer fields values from AD, import process in SD end up with no issues but the imported integer field is empty? What can be the
The ServiceDesk time more than the operating system for an hour
The ServiceDesk time more than the operating system for an hour. For example, in the operating system time 17:01, and ServiceDesk 18:01. Time zone is UTC+5. The cause and how to resolve a discrepancy of time? Sincerely. Igor Stepanenko.
Link to Contract documents within Contracts
Hi, We use the Contracts module in ME SD. However our company policy is to store our contracts in our CMS. Is there a way to link to these contracts rather than having to store them within ME? This functionality is critical for us to be able to continue using ME SD for our CMDB asset tracking. Being able to support a URL format within the "Attach file" section would be ideal and clean.
Can it be possible for a status change on a CR automatically trigger a status change on a linked SR?
Can it be possible for a status change on a CR automatically trigger a status change on a linked SR? Example, if a SR is raised for something to be developed, a subsequent CR is raised then, and the initial SR is linked to the CR, but I would like to see some form of automation here, like: - When a CR is raised and a SR is linked to it then the SR status should change to 'Pending Development Approval' - When a CR is approved, then the linked SR should change status to 'In Development' - When a CR
Category Import with special char
Hello i have some issues when I try to import new Categories (and sub+items). I use danish char like æøå/ÆØÅ, which shows as for example �0 (Æ0). I have tried to encode csv file as UTF-8/ANSI/ISO8859-1, but this does not help. How do I import from csv, so I keep the danish char? Thx
Sort model in combobox
Hello, For friendle UI add sort to combobox with model
Mailfetch from imap-mail.outlook.com not working
We have setup a email address at outlook.com (NOT office365!) and try to catch the mail with IMAP(S). In order to make sure that there are no firewall problems I also installes Thunderbird to check if mail is available, and in Thunderbird there is no problem with the exact same setup. When I hit the Save button in SDP I receive this error: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox What goes wrong
TimeSpent in New Custom Report - differs from Close-Open time difference
Hi there I would like to see the time spent on request, and luckily I found TimeSpent custom report I have selected 'Time Elapsed', 'Created Time', 'COMPLETEDTIME ', 'Resolved time'. As a result I get the query SELECT wo.WORKORDERID "Request ID",wo.TIMESPENTONREQ "Time Elapsed",wo.CREATEDTIME "Created Time",wo.COMPLETEDTIME "Completed Time",wo.RESOLVEDTIME "Resolved Time" FROM WorkOrder wo WHERE (wo.ISPARENT='1') I would expect that wo.TIMESPENTONREQ "Time Elapsed" is the difference between closing
No "MySQL" option during the ServiceDesk installation.
Hello, I'm a beginner with ME ServiceDesk Plus. I wanted to install a Free Version of Standard Edition available for 5 technicans. I have a MySQL database on the outside hosting (home.pl) and I wondered if ServiceDesk will run on it. I run an installer on my laptop, but it doesn't have "MySQL" option to choose, only PostgreSQL and MS SQL. In Installation Guide "MySQL" box is mentioned: 14. Choose the Database between Postgre SQL,MS SQL and MY SQL . By default ServiceDesk Plus supports Postgre SQL
Vendor Details Report
Morning, Is there a report that will show me for each vendor I have setup, their details and which contracts they are associated with, together with the contract expiry date and value ? All the current reports that mention VENDOR, just seem to take the vendor name, and not their address, contact, tel, e-mail etc details. Thanks Ian
Struggling with GET_REQUESTS url.
(I'm doing this via Python, but that shouldn't matter too much.) I make a POST request to this URL: [base_URL]/api/json/request?scope=sdpodapi&authtoken=$token&OPERATION_NAME=GET_REQUESTS&INPUT_DATA={operation:{Details:{FROM:0,LIMIT:100}}} This URL totally returns 100 tickets, regardless of status or anything. I make a POST request to this URL: [base_URL]/api/json/request?scope=sdpodapi&authtoken=$token&OPERATION_NAME=GET_REQUESTS&I NPUT_DATA={operation:{Details:{FROM:0,LIMIT:100,FILTERBY:"Group
Tasks worklog report
Hello! We started to use "Tasks" module, our technicians creating individual tasks (not from requests). And now we can't find how to create report for worklogs in those tasks. Reports - "Tasks" does not include time spent by technicians Reports - "TimeSpent" includes time spent for requests only, not for single segregated tasks What can we do? Thanks.
Associate Incidents to Problems
Hello Team, I have an issue when trying to attach an incident to a problem, As shown in the screenshot, I'm trying to add columns to be able to search within a lot of incidents. However, I can't add the subcategory or Item as a column in that view. Since the application name in our tiers exist in the subcategory field, I need to be able to filter by subcategory. Please let me know if this is possible. Another question, The box that has the list of incidents/requests is not re-sizable... I have
Change Notifications - time in epoch not utc
Email notifications of a status for change tickets are displaying the scheduled start and stop time in epoch format and not utc. Other modules and reports show time in the standard utc format. Under Personalize, the standard day, date, time, year is configured.
Need report like this
Percentage and No. of incidents or service requests resolved by second level support (other than SD) per technician and per group/ over the total no of incidents or service request assigned to that group. i.e.: total no on incidents resolved /total no assigned. No. of tickets resolved No. of tickets assigned Percentage of resolved Per technician Per group Percentage and no or incident or service request resolved with target response time and agreed SLA by the second level
SLA Not Assigned
My SLA rules don't work. I don't know why. Criteria is by priority. Everething is ok. But, when submit a request, SLA field shows " Not Assigned ". I try set the criteria by urgency and impact but doesn't work too. The Preventive Maintenance set the SLA correctly. My problem is just with Request SLA SDP: 9.0 Build 9046 DB type: MSQL
Images in message template
I would like to have a footer in every notification message being sent to requester. The footer must contain our company logo. Is it possible to embed an image into the message template? I do not want to use web link function, I want to embed an image like MS Outlook does. Is it possible? Regards, Jerry
API - Get requests for current technician's support group
Hi all, I need to query the API for unassigned requests and the current technician's assigned requests filtered by their support group. All I have is their AD username. I'm thinking a service account with a technician key would do the querying, since there is no access to technician keys. I would have to do an admin query for all support groups. Then, for each support group, query for all the technicians in that group and compare their names with the results of a query for all requesters by loginname
ServiceDesk Plus Snippet of the Week | Identify Your VIP Users and Help Your Help Desk
Your IT help desk most likely sees a lot of ' we need it now' incidents. These incidents could be from entry-level staff, mid-level executives, or even the upper management. In such scenarios, you will definitely need to prioritize the incidents. Let's say, the CEO of an organization requests access to a business analytic tool to gather data. And an entry-level employee raises the same request. Clearly, you will need some form of prioritization in this case. So how do you prioritize incidents
request status
Hi I need help! I created a status of "Awaiting response from requester" for requests This status was created on similarity a standard status "OnHold" In Self-Service Portal Settings I turned on "Open onhold requests upon requesters reply" but when the request is in the status "Awaiting response from requester" and User answer the question of Technicians, through web-form, request does not change the status to "Open". Answer via e-mail - ok! If to use the status "OnHold" - answer via e-mail and web-form
Service Desk Plus API callback
Documentation is very light on how this works. Is it POST or GET? I have developed a POST REST web service in .Net and do not seem to get callbacks from SDP application. The callback URL is public and valid. Any thoughts oh how I can debug it? Thanks.
Using Search: Best Practices?
Does anyone have a "best practices" document on how best to use "search" functionality in SDP MSP? It is hard for us to determine what data are being searched and how best to search without documentation that provides cases or examples. For example, does "default search" search work log and full description, or just part of description? Case sensitive or not? How can we search conversation threads in a service request? We have many questions about search.
Servicedesk plus mobile app
Do technicians have the ability to enter new requests from the Request Catalog? i only see "new incident", not any of the service catalog request options.
Owner Ship for CMDB
I would like to ask about a report can generate the owner for CI, to be as below owner: then list of CI's under his responsibility. Thanks
Query: Software Changes Daily (Installed vs Uninstalled)
Dear respected team, We have a query scheduled to send a daily report about installed/uninstalled software on our domain computers. In the output we see duplicate values and records for Internet Explorer that seems to be updating and not really freshly installed. Is there any way to exclude Internet explorer and other software that are only being pdated from the report? Thanks.
application available only local
Hello, I installed "Manage engine plus" - service desk application on CentOS with this instruction https://www.manageengine.com/products/s ... linux.html I solved all problems with installation and it works, but only on machine where I installed it. My question is: How to set my station to work on this application on other computers in the same network. I'm the newbie. I will be grateful for all replies. Regards, astepi
Report Incident
Hi Support, I would like to report an incident which has been reported last June 26, 2015 at 2:34 PM, but our technician just saw it in the web console on June 29, 2015 at 8:00 AM and resolved it at 8:53 AM. Here is the screenshot of the incident. (Embedded image moved to file: pic08765.gif) Why does it did not appear immediately in the technician console after it has been reported?
Incorrect email address sent to Job System
One of our stores sent us an email by typing out the SDP email address twice into the to field. The two field has itservice@ourdomain.com.au and itservices@ourdomain.com.au They put an extra s at the end of itservice which is not a valid address. Now whenever I go to close the task it gets re-opened because of the incorrect address. I'm going to add itservices into smtp on AD to get around it but what is the correct way to get around this in future? I couldn't see any way to edit the to field within
Business rule & autoassign - business rule won't work
Hello. When technician auto assign is ON and we create business rule to assign specific request (f.eg. requester = "John Smith") to technician John Doe request will be autoassign (to random technician in group).
Set technician to request while creating request via REST API
Hello! I have problem with REST API - if i have technician autoassing ON, I cant assign technician - <technicianemail> doesn't works. I can use <technician> but I have 2 technicians with the same name. Could you guide me how can I fix it?
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