Additional fields limit in the ServiceCatalog
Hi We are receiving a message that said only 24 text additional fields could be added. There is a way to increase that limit? Thanks, Jose
Requester information suggestion
Hello! We have SDP Ent 9018 installed, and now for some reasons I installed separate free Standart version build 9041. Imported users from Active Directory and tried to create some incidents. In our primary SDP, when entering part of user information (last name for example) in "Name" field (Requester details block), SDP will suggest some requesters matching this pattern, and by clicking on them we can automatically fill all other field. But it looks like this feature doesn't work in Standart SDP.
new installation
hello i have the problem with the new installation we have buy the licenze for ManageEngine ServiceDesk i have installed ManageEngine ServiceDesk on server with Windows2k12 R2 i have settings the DB on MSSQL (2012), the test connection is ok. On SQLSERVER the DC is created when i run (run as Administrator) the ManageEngine ServiceDesk stopped in Application Layer Starded and the sw not run. Please help me. thanks
SD don't starting after server reboot
Afrer server reboot ME ServiceDesk service starting and immediately stopping. In logs there is message about "Mon May 18 18:16:11 NOVT 2015 : percentage 89" and after just "Mon May 18 18:16:17 NOVT 2015 : requestScheme is http " message repeats. When I've tried to copy database to new SD installation - same messages in logs and service don't starting.
Solutions sub topic.
Hello, I want to add more information in the pull down list topic on pic "onderwerp" can anyone tell me where i can add some tekst. thanks
Show Users Their Number in the Queue
Hello, Is there a way to show a user how many tickets are ahead of them and to update them as tickets close in service desk plus? -Al
SHA2 issues with ServiceDesk (constant timeouts)
Hello, I am wondering if there is anyone out there that are having issues with ServiceDesk Plus version 9.0 Build 9042 since upgrading server certs to SHA2? I am currently experience time out issues which are severely impacting drop down menu's and my ability to effective use the Admin tab. Thank you, Vicky
Discovering Service Desk - how to organize solution, help for resolution
Hello all, i'm discovering this product since i'm looking to replace a custom ticket system build in Lotus notes, i'm looking for a feature we have developped in our homemade tool. When we selected category, subcategory, item level, than a quick resolution guide appeared about how to handle the case and wich test to perform. I don't know how to reproduce this in ServiceDesk, i could make the same hierarchy in "solution" but there's no quick links between them instead of reselect the same category/subcategory/item.
Realtion of ManageEngine ADmanagment & Service Desk Plus
How strong are these two tools related ? For example if I give service desk the command "department head" and I have already organized it in AD managment will it recognize that and service desk gets the dep. head from the ad managment ?
Robo Technician setup??????
How�s the Robo Technician work? I have installed SD6 on my computer to test out 6 before we up date and I can�t work out how to get Robo Technician to work and as for as I can see there is nothing in the Help about it. If you know how it works and how to configure it please help. Thanks.
Get Phone Number with API ?
Hi @all, is it possible to get the phone number of a requester over the API? By using the custom triggers the json File do not contain the number. Also the xml by http is created without the number. Thanks in advance Christoph
Issue cannot access additional setup in zoho integration report SDP
dear all, I have an issue with trying the zoho integration report in my SDP, I have add account and setting and the report running with status "running" and prevents me from doing any setting. I try to restart the service and try to remove this setting of integration but I cannot access to the additional setup tab which is turned grey out. can anybody help me how to remove this integration ? thank you ! Tai Le
Changing where notes are located
In the Helpdesk, when viewing a ticket/request, is it possible for the "Discussion Notes" section to be located somewhere else, other than at the bottom of the ticket/request? I would like it to be located just below the "Requester Conversations" and above the "Request Details".
work log field in Report
Dear... I want create a Report that contains work log filed . I did not find this field in available columns in report. I find time elapsed field , but this field show time between created time and close time. please help me. I want for your reply. thanks.
ServiceDesk Plus - Quick Start Guide
Here is a document that contains the basic configurations for a quick setup of ServiceDesk Plus (Help desk module alone).
Add conversation through email
Hi Support, We encounter some issue in version 9.0 Build 9041 for add conversation through email. I give you scenario that i need to solve: 1. New request created with 3 staff need to handle this request 2. 1 staff reply the email by putting servicedesk email as CC. btw, for your information that we setup email notification and put email address to communicated with Servicedesk Plus. 3. but in the servicedesk conversation part, not appear. Previous version is working fine. any idea how to solved
Problem starting Manage Service Desk
Hi everyone, I'm working weith a virtual machine Windows 7 Professional of 32 bits. I started the current version aplication with Postgress and MS SQLServer 2008 Express Edition. With Postgress appeared an error in log /server/default/log/serverout0,txt wich told me not found the file(don't remember of the name) in folder conf or conf/postgres Then If I did with SQL Server 2008,it put me an error with the connection. Both of them it tested with the changeDBServer.bat and the conncntion was corrected.
Request resolution reminder
We like the current process of having the requestor close the request after the technician has submitted a resolution. That way, the requestor can't accuse the technician that they closed the request before it was actually resolved. The problem is that if the requester doesn't close the request it will sit idle forever in the "Completed Requests" area. This forces the technician to periodically review the resolved requests and send reminders. Is it possible to send reminders to the requesters that
Specific View for Users
We are nearing deployment of our Customer Portal. We would like to set a default user view with the "My Open Requests" View and Specific Columns in a Specific Order. Also, we would like to not display the fields that we are making not available to the user. Would be helpful to be able to set the user view and deploy it across all our sites. Can this be done? Anyone else want to be able to do this? For the majority of our users, this will be the view they will always see. They will never change
Wrong Survey Results after some change
Hello, i have change count of Survey question , and old result is crazy :) in some Survey Results i have a 500 of 100, in some i have no answer become is out of range . How fix , or delete old one, that's is not actual ?
Dashboard for Different Site
How can I create a dashboard for different site? Currently, I can only create dashboard for on site on default dashboard page.
Import and Search Employee ID
Hello, There are a couple of topics about it last one was from 10 months ago with a promise to import the ID from AD but still it isn't there yet., And i'm not satisfied with the option to import the Employee ID only via CSV. And i think i'm not the only one. So can you please make it (a.s.a.p) possible to import the Employee ID from AD and also that you can search assets\calls by employee number. I hope that you can implement this.
Not able to take data backup to restore the same in new installation of ServiceDesk Plus
I am getting few errors/warning while taking data backup of ServiceDesk Plus 9.0 Build 9034. After running backup script, I am not able to find .data file in backup folder. Find the errors/warning message in attached file.
ServiceDesk Plus 9041 Released
Dear Users, SDP 9041 has been released and can be downloaded from the URL below , https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 904 1 SD-59305 : In a few customer environments,the description in the change module are not displayed properly by the client. 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 Kumar ServiceDesk Plus Team
Discovering Service Desk - is it possible to handle maintenance plan with an automatic reschedule of a ticket
Hello everyone, The context: i'm looking for a new helpdesk ticket system where i work in an hospital, i'm also looking to integrate the "biomedical" team in it since the frontier between medical machine and IT is becoming thiner so i have interest to share documentation and asset with them. So i had a question from the manager of the biomedical team when i showed him the service desk possibilities, he find it great but there's one thing missing for him, he had to have maintenance plan for every
Site as mandatory field for closing request
Hello.Please tell ,how set a Site as Mandatory fields for Closing Request, or in Incident Template ?
Last update time is not being updated?
Dear colleagues, in our installation of Servicedesk Plus, the Last update Time is not being updated when I, as technician, respond to a ticket, I do see the Last update time still the same. The only way to get this field updated is to change status of the ticket itself, which is not always what we do and how we work. I expected, that when I respond to the ticket, this Last Update Time is recalculated. How to correctly set this up? We use ServiceDesk Plus version 9.0 Build 9031.
Windows Server 2k8 SDP restore data from RHEL 5 SDP
Hi, We're now running a SDP on RHEL 5 server, do the full backup everyday. Now we want to move to Windows Server. I created the new Windows Server 2008 machine and install new SDP and do the restore job from the full backup data file, but it's not successfull. Is it able to restore the backup data file from RHEL to Windows Server? Thanks, Minh
Unable to close changes.
Before, I had a simple open/close options in ServiceDesk Plus. Now, seemingly after an update to ServiceDesk Plus version 9.0 Build 9041, all of a sudden I have a LOT of 'change options'. Except for the most important one: ' Close'. I cannot seem to find out how to just close a change. Am I not seeing the obvious? What am I missing? Thx.
In service desk reports SLA and ticket resolved time option not available ?
In service desk reports SLA and ticket resolved time option not available ?
Ticket Resolved Time Not Showing on Report
Hi All, I want to add Ticket Resolved Time in my report but somehow not able to, report shows Open, Close and Work Log insertion date and time but not showing the time when Ticket was Resolved. Build: 8.0.0 Build 8027 DB: MySQL.
Reset Service Desk Plus Administrator Password Help
Have a weird one, here. I have enabled AD Authentication which works fine, now there is only the standard default LOCAL administrator account on the SDP system, after changing the password from the default one I logged out and trying to login even with the dropdown box set as local authentication it will not login. to me looking at the log file it looks like its dismissing the local authentication and trying to authenticate to AD is there a way to reset the default administrator account so I can
Administrator cannot see all Service Catlog Service templates
If a Service template is created and set to a specific group, then the administrator cannot view these templates. We do not want to add the administrators to these groups, they should be able to view all of these regardless.
Helpdesk Dashboard metrics by group.
Is there a way to see the metrics on the dashboard by support group? Thanks, -Nick-
Add new field - Full text?
I need the ability to add new fields bigger than the "multi-line" field. I'd like to be able to add full text fields, as the "multi-line" field type is too small for what we need.
email notification for ticket assigned to a specific person
I have a group of people in our helpdesk ticketing system. We all receive an email when a ticket is generated, but we do not have a way to receive an email when one of us picks it up from the system or if the ticket is assigned to someone. If this is not too much, could you guys implement this feature in the system?
when install servicedesk release 9043 , Add resource in service catalog has scroll bar view?
Hi All, yesterday i installed new 9043 release , But I had some not understanding view problem! Add resource question? "drop down list" , had bad view because there are scroll bar inside it
Exporting requests to new SD instance
We are splitting our current ServiceDesk instance into two separate instances. We need to export requests for specific groups along with the attachments, conversations and notes and import these into the new instance. Please advise how we can do this.
LDAP Contfiguration and Login
Hello, I have LDAP configured and when I save it says "SUCCESS: Domain Controller saved successfully. Connection check with the LDAP server successful." However when I try to login with my LDAP account it says 'Username or Password incorrect.' I can login with the Local Administrator account, just not LDAP. I verified the LDAP attributes with LDAP Admin 1.6 (http://www.ldapadmin.org). I've tried both with and without the single quotes. Nothing seems to work. LDAP server is Oracle Enterprise 10g
ADD REQUEST using REST API (for custom template) in ServiceDesk
A custom template is created from the ServiceDesk console. Now I'm trying to add request using REST API for this template. But every time, instead of the custom template the default template gets selected. Does any one have an example of using API with custom template? The XML I'm using to add request - <?xml version="1.0" encoding="utf-8" ?> <Operation> <Details> <Category>Some Category</Category> <Name>Some Name</Name> <CustomeTag01></CustomeTag01> <CustomeTag02></CustomeTag02>
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