Error with licence fresh install of CMDB Plugin
Hi! I installed CMDB plugin and whe i went to the tab in OpManager, it wouldn´t log in to the ServiceDesk instance (the user was empty and a long password appear). So I went to the service desk web (typing the SD port on the opmanager server) with default Administrator/administrator user, I created the same admin user in SD that the OpManager uses adn after that the CMDB Tab worked! When I was on the SD I noticed that the licence of the ServiceDesk was on trial mode, so I put the OpManager licence
Request submitted through email with CC and BCC
Hi, I was just curious about the default behavior of ServiceDesk Plus when dealing with requests that have been submitted and have CC or BCC included. In a particular case we ran into a request was submitted to ServiceDesk Plus via a BCC. So the email looked something like this From: One of our users To: some.external.email@externalemail.com Bcc: oursupportdesk@somedomain.com The request was received and processed by our ServiceDesk Plus without issue. Then it was reported that the original recipient
the issue of authentication
I have 2 domain, and I am using Active Directory Authentication Earlier when entering the login for authentication is automatically added domain. Now this does not happen and I have to manually select the domain from the list. Tell me how can I fix it? earlier now
Software Assett Grouping
We are running Service Desk Plus version 9.0 Build 9044 We have setup the asset scan agent and so our Asset database now has most of our PC's and all of their software. We have a large amount of software that isn't applications as such, but components of software suites. IE. Microsoft Office has a large number of sub-components that are picked up. How can I go about grouping these into the main suite, so that reporting on software installed on PC's only shows the products we would have paid a
Can a Technician change the template?
If a ticket has been created using the generic default template can a technician who is assigned the ticket get the option to choose the correct template? This would help if ihave customised all my templates . Example generic template used for applicaiton password reset. We then would look to apply the password reset template which has some additonal fields in it for the tech to select.
ServiceDesk Plus 9047 Released
Dear Users, SDP 9047 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9047 SD-59646 : Issue occurs in certain requests created via email, such as loss of hyperlink and loss of formatted text, which makes the description difficult to read. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha
Self Service Portal Details
Request The ability to manually send the Self Service Portal details to a user. Via Technician or Link on login page. (Obviously not on SSO) Reason. SDP is not published externally however external clients and customers will email in requests but do not require the email as they will not be able to access it. I have to use a junk filter stopping any external domain from getting ANY notification. (I really dislike the all or nothing or nature of this product but alas we're tied up in it.) User
Business rules action to set an asset
Hi, I can't find on business rules menu, the action to set an asset. It is possible to set an asset on business rules? Criteria of my rules will be come from e-mail CC. I can only find the actions below: SPD: 9.0 / MSSQL
Extend Service Request side box information
Dear Support, Is there an option to extend the contains of the side box information of the Service Request? By default we see "Status" and "Priority" in the yellow box. We would like to see the "technician group" and "technician" information also. Is it possible? Regards, Miki
Service Catalog Templates disappear after editing them
Hi i raised this issue a few months ago and the solution given to resolve was this below. Firstly as Admin i should not have to keep stop/starting the system every time i edit/tweak a template in the service catalog. As if i edit an existing work request template and save it and then refresh and go into the service catalog the updated template is not there. Only on doing the steps below does it reappear. Can a fix be found so that i dont keep having to do the following below! Connect to MYSQL Server
How to trigger submit for recommendation form
How can I trigger submit for recommendation form (sumbit for approval) within certain conditions automatically?
Show requester login in Requester Details
We have user witch login not like login in email. Examle: requester id : ivanov Email: seller1@company.com "Requester Details" shoud contain Requestor Id visible to servicedesk agents. Who we can do this?
Edit Incident Templates
I am an Administrator in Service Desk. I want to add the following text box to an Incident template for Requesters to see. "Please list as much information as possible, including the location of problem computer and/or printer." I have added the box to the Technicians canvas and placed it where it would like it. However, when I save and go to Requesters canvas it does not appear. How do I get anything that I add on the Technicians canvas to show on the Requesters template? I have had this sentence
Auto responders and ticket updates
Hi all We have Service Desk deployed as our Helpdesk solution in a managed services environment. We have taken on a new customer who is using their own solution to log support requests on our Service Desk platform. The issue i am facing at the moment is to do with support case updates and support call closures. Currently the logging of tickets works fine this way. The process is as follows, - support case gets logged with no issues, with ticket subject "xxxx issues" - We assign and reply
Customising Purchase Order fields
Hi guys Is there a way to add more fields into the 'Invoice and Payment' tab in a PO? I am looking at tracking our Vendor invoices against our POs and need an amount field and an attachment field. I can attach the invoice in the main PO part but it would be better tracked if I could do it in the I&P tab. Cheers
Inconsistent change detected in date settings
hi I received message - Inconsistent change detected in date settings error code 527 this message appears only when i run in /etc/rc.local (when i execute in normal tty, it works but only auto execute in /etc/rc.local) we using in IBM Softlayer, and did not modified date
issue starting a servicedesk
Form today morning my sdp is not opening in server also i checked with run.bat but can'tfix can any one suggest me?????
Migration from Service Desk Plus - MSP to Service Desk Plus
Hello - I am working a migration for a client who is currently using Service Desk Plus - MSP. They wish to move to Service Desk Plus in the new environment. Can I take a back up of the data in MSP (v8211) and migrate to Service Desk Plus? Thank you in advance for any help.
How to customize the Problem Management template
Hello all, I am having difficulty finding where I can go to customize the Problem Management form (ie Problem submission form). The only option I can find is the ability to add additional fields within the Admin tab. But otherwise, it does not appear that I have the ability to manipulate the field placement within the form, like I can do with Service Request and Incident forms. Please help! Thanks in advance! Tim
helpdesk
Hi. I need help, i want to see all of my technical activites and track as an administrator, as i can perfom this task ? Also observe the monitoring an performance of tasks to users in the dasboard, and notifications for assigned tasks.
Register for Webinar : New & upcoming features in ServiceDesk Plus - A Walkthrough
In this webinar, Prem Maheswaran, Product Specialist,ServiceDesk Plus will discuss about the less known newly introduced features in ServiceDesk Plus that can make your day-to-day operations easy and boost your ServiceDesk performance.He will also showcase upcoming features that are currently cooking with ServiceDesk Plus. Some of which he will cover include Field and form rules for enhanced automation, FOS(Fail over service) a high availability mechanism and HTML Invocation
iOS App addition
Hi I would like to request all functionality of service desk plus be added to the iOS app. We desperately need the ability to modify workstations. Our IT Techs travel from desk to desk and they cannot make asset changes while at the users desk using their mobile device - they have to come back to their desk and then make the necessary changes ie assignments, etc... It would be so much helpful when doing physical inventory and make changes on the fly rather on a dedicated app (with a barcode scanner)
Login issues with SD+
Having a weird issue with SD+. New instance, fresh install, new server. Users have imported from AD fine. Using AD authentication If I make a user on the SD+, instead of importing it, and log it in to Local, it works fine The Admin account works fine (on local) dB is MSSQL (same as the original instance) No account, be it a requester or technician, will log in with domain credentials, it just says "username or password incorrect" Had to change some requester/technicians from AD authentication to
Custom view
hello How can I create a new custom view? group is SD OR Requester is user AND Status request is not Closed Thanks SDP 9040
AD Imports
when importing from AD you have a field called reporting to which you state maps to the manager defined in AD. This field imports correctly and can be viewed in the admin/requester menu-screen. However this field does not populate when looking at the requestor details from within a ticket. Is there a reason for this and how can I create this?
Actions available for Service Request
Hi team, We started using Service Requests recently and so far have found 2 functionalities not available for Service Requests, while they are available for Incidents. Could you please advice if this function is available, probably we are not seeing it. We're running SDP 9.0 Build 9044. 1) If you have a service request and need to convert it to Incident, the action is not available. How can we do this? If it's not available, can we have it as an enhancement/fix? The scenario is that customers or
Description field double spaced
Hi Team, Since upgrading from 9004 to 9046 when we receive requests by email (we only use email to submit tickets) a number of them have the line breaks double spaced. I'm assuming it's probably HTML emails. Unfortunately this not only looks bad but it also pushes all of the rest of the ticket content down the page. Could you please look at this to see if there is a way of correcting this? When we were running build 9004 this was not an issue. Thanks! Example:
Assets not showing nor technicians / requesters.
Good Morning, I seem to have an issue which seems to have affected other areas. I have made some changes in the Configuration item types where i have added some new CI types. Made a mistake with adding the default attributes as it applied to all sections so i removed them. Upon removing them i now cannot see any of my assets/ technicians/ requesters. If i look at a recent item i added into the asset list i get the following error. I have checked with the other admin users to see if they are having
Notification rules per site
I have been looking for a way to specify different notification rules for another department in the company. We would like this specific department to receive tickets but not auto respond. Is that currently possible? 9.0 Build 9009
Script - Trigger .bat file from Custom menu
I need some help on how to execute a bat-file from a costum menu. This bat-file is locate in the default location and no errors occurs whenever I click on this new Costum menu link, but the script in this bat file is not executed. I have also tried to do a simple 'Hello World', but this doesn't work. What kind of scripts are supported in this Custom menu? I need to execute some curl-commands (with information from a request) to update a sharepoint list. curl -v --ntlm --negotiate -u USER:PASSWORD
Import of Contracts - Date Format Failing
Hi Even though I'm using the correct template and date layout of (dd/mm/yyyy), when importing the template it still fails. The "failed contracts" xls shows the dates as dd/mm/yy which is not what I'm entering in the original file. Is this a general issue or am I doing something wrong? Thanks
Creating an approver
Hey guys, while doing some request templates I wondered if I could create a approver just by myself, without having this one as a department head nor a technican ? Is that possible or do I have to put those people as technicans as well ? Mainly this issue comes up to my mind when it's about having requests for share access stuff. So if I from the IT Department creat a request, my department head is automaticly the aprover, that's what I set. If a user requests something, his/her department head
Group of major and minor versions
How do I do this in ServiceDesk Plus? We have both Desktop Central and ServiceDesk+, but do the software inventory tracking and categorization in ServiceDesk. I know you can create software suites in SD+ but that seems different to me then different users that might have the original version rather than a later minor version.
Can't type in requesters name - Purchase PO
Under the Purchase PO when we try to edit an existing PO we can no longer search and add someone different as a requester.. 2 things don't happen: 1. No auto fill or suggested requesters pop up 2. Even if we type a name it doesn't stick Here is the section i'm refereeing too. The "Requested by" field.
Public URL Access for SDP
HI Guys I have setup SDP. I create a NAT to the local IP on the LAN. but for some reason i cant access the Manage Engine from the public url. Regards
Host change
Hi guys I am hosting on my laptop and wish to change this over to a server. Is there a process I can follow? I don't want to lose any data! Many thanks
CMDB Cleanup
We have 3 active ServicedDesk environments on site and one of them has a CMDB that has run away on us. We get a lot of errors from it and there are a lot of entries that need to be removed. One technician made a lot of errors in entering CI’s and deleting/changing CMDB catagories and we were hoping that there may be a script to run that can set the CMDB back to its default appearance, removing any entries and deletions made to the CMDB? Anyone know how to do a "one stop" cleanup on the CMDB?
External URL Access issue
HI Guys I have assigned a Public ip to my SDP but users can access the SDP from the internet. I can ping the server from the internet. Am i missing something? no data received err_empty_response Regards
Workflow for approving requests with multiple approvers
We have noticed the list of requests pending our approvals is no longer displayed on our home page. We just updated to Your Version : 9.0 Build 9044 The only sections we see on the home page are My summary, MY tasks and announcements. Please Help Karen MY APPROVERS ARE NOT SEEING THE NOTIFICATIONS ON THEIR HOME PAGE OF THE REQUESTS THEY NEED TO APPROVED. I REALLY NEED A SOLUTION, PLEASE
Can a requester user generate report?
Hi, Can a requester generate reports? Is there any way to enable reports menu to requesters users?
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