How to recover a password?
Hi, Can anyone tell me what is the possibility for the SDP user to recover his password if he forget his password to access self service portal. Note: This question is not about Administrator, but for normal self service user (support requester). Appreciate if any of you can answer! Thanks.
Change Task from "Marked" to "Assigned"
Greetings, I'm running SDP Build 9025. There are a number of tasks that were created and "Assigned" to a Support Group (using the "Mark / Assign" button). I'd like to modify some of those tasks to be "Marked" for a Support Group instead of being "Assigned". Is this possible, or will I need to delete and re-create the individual tasks, and then re-add them and re-organize the various Service Requests and Incidents. As an aside, it would be helpful, on the Task Template, to see what Service
Approval Process
I would like to rely on the Approval process built in to Service Desk for all kinds of functionality. However, as it is currently implemented I believe it has a few problems. Am I correct in stating that it does not require any authentication to Approve or Deny a Request for Approval? I sent an Approval on a request to a user, they forwarded the email to another user. That other user followed the link and approved the request with a comment. The system reports only to whom the approval was sent and
Test Environment
Can we setup a copy of ServiceDesk Plus specifically for a test environment with the existing license, or do we need to purchase an additional license just for a test environment?
active directory integration
I have downloaded the latest version of SDP Standard 9.0 Build 9039. I have been struggling the last few days trying to enable Active Directory authentication. I have been able to import my users as requesters from my AD OU's. According to the instructions once I have completed importing my users my next step is to just enable Active Directory by going to Admin > Active Directory and then just checking the Enable Active Directory Authentication. When I try to log in as an imported user (making sure
Change Management - Status Change Comment Box
It appears in some of the forum links that this had a issue ID of SDF-57122 However, when I search the issues it doesnt exist. I'm guessing it was implemented, did it break, or am I not finding how to turn this off? When I edit the template, I do not see anyway to turn this off (the field has mandatory, but hovering over doesn't give the pencil like it does other fields)
Task templates should automatically update tasks in Service Catalog/Incident templates
We're using SDP 9036. We use task templates religiously. We noticed that when we update a task template, the task is not updated in the Service Catalog/Incident template where the task is used. We have been updating our task templates, but they have not been updating where they are used. This needs to be fixed. What's the point in having a task template if the task is not updated in the templates where it is used? This really needs to be fixed.
iPhone Push Notification
Has anyone installed the ServiceDesk Plus App on the iPhone and had push notifications work?? I cannot get Push Notifications to work even though they are enabled in the Notification Centre
Services Affected = Where are those defined
In Change Management there is an option to assign "Services Affected." Where is this field defined and how does it relate to Incidents and Problems? Thanks, Adam
Pass Through Authentication
Hi, Looking at rolling this out to my users, but having an issue with SSO. I am successfully authenticating against AD which is great, but to put the icing on the cake for my users, I would really like to get SSO working. Well it isn't. Computer account seems to be configured OK etc. In the sso log, the only error (what I assume to be error) is the following. 2015-03-13 11:25:06: at java.lang.Thread.run(Unknown Source) 2015-03-13 11:25:06: jcifs.smb.SmbException: 0x80000005 Can anyone help say if
Hovering over the subject of a ticket shows the formatting code
In Internet Explorer 10, I hovering over the subject of a ticket to preview it. currently, after updating to 9038, this does not show a properly formatted preview, but shows the formatting instead. <b> Request ID: </b> 96000 <br> <b> Category: </b> etc. etc. instead of Request ID : 96000 Category: - This is happening in Internet Explorer 10 for sure. Chrome seems to be working fine so far.
How to remove a default field from the Incident template
I need help to remove a Default field from the Incident Template of Service desk plus tool, can anyone help me out.
cost of software
hello! about month ago I saw banner on general site - it was something like "SDPlus free, +Assets 395$, +something elce 995$" or something like this. after that, I install a free version and start to work with it to understand is it fit for our business or not. Our specific is that we are not only IT support company, but many random jobs like constriction, purchasing etc. I worked in IT support company several years, so, software like ServiceDesk Plus is much closer for me instead common job-organizers
need help with reports
Hello! several days ago I saw forum with on-demand reports, where users ask for help with specified reports and other users or support team provide them with codes - is it possible to have same help now or it was disabled? spent two hours for seeking and no result :( I need report about authors like "site-author-phone number-mail" please help :)
What setting in the Self Service portal is generating this email?
Dear Legal Counsel, Suddenly when I scan the AD, my new users are receiving this email. I did not make any configuration changes? Please find your self-service login details for ManageEngine ServiceDesk Plus, a HelpDesk application. Using this you can submit IT Sys admin related issues, track status of your issues, update issues submitted by you earlier and can search knowledge base to find solutions for frequent issues. Login name : lXXXX Password : lXXXXX The application can be connected at
ServiceDesk Plus (Standard) Service Categories
Hello, This product has been very flexible for our organization, but I'm having difficulty with the service categories. I have been able to re-name some the original items in the list of service categories, to specific groups that meet our needs For example: Application Install has been renamed to Group 1 Services User Management has been renamed to Group 2 Services Etc. However, if I create any additional service categories; from an item that was not a previously created category (that was part
Dynamic Mandatory Field
Hi, Is it possible currently to set some fields mandatory based on priority or any other field selected, like we would like to have one business justification field mandatory if requester selects high priority. Please let me know how can we achieve this. Regards, Faisal
User survey for Changes
Hi. At present there is a survey that is limited to the handling of requests. Running change management I would like to be able to perform spot surveys after completion of change requests made. I have no interest in the standard incidents being handled and the questions I would ask would be different to those asked by incident/problem management. How difficult would it be to have separate surveys for incidents and changes handled by the team?
problem - REQUESTERS have no SITE assotiation
REQUESTERs don't have SITES. when I tried to fill field SITE in edit REQUESTER - it's possible, but disappearing after saving. when I created new user with adding SITE to it (test), it possible to view in detail view, but not visible in LIST VIEW. without connection to the SITES requesters is like a mess and, when creating new incident, SITE not choosing automatically after choosing REQUESTER. please advice me about this problem... I connected attach in which possible to view the sample - in detail
Access to Requests by Category/SubCategory/Item
We would like to have the capability to allow a user to view requests that are identified by the Category / SubCategory / Item. So for example we have a Program Manager that is responsible for our eCommerce service. We would like to have requests where the Category /Subcategory / Item are set to Infrastructure / Systems Engineering / eCommerce be viewable by the Program Manager. Another viable solution would be that users who are added to the request via the E-mail Id(s) To Notify field are given
Custom Fields in Project
It would be helpful to allow for custom fields in projects. Things like priority prioritization, or project #, etc.. could make this a useful tool. The use of Report for project has already been brought up, but seems to be a requirement to me.
Service approvers list
I have two fields of approvers " Department & reporting to" and I need to add more kinds of approvers Such as " GM, CFO,CIO ,... " . I don't know how to do that
SLAs based on the category
Is it possible to setup SLAs to be based on Category of the incidents?
Reporting: How to add in "Advanced" (Custom Report) a date format "Weekly"
There is only Year, Month, Day, Time, Year-Month and Year-Month-Day. No Weekly. But I need to produce a weekly report for Open, On Hold and Closed requests How can I do it?
Request Catalog
How is everyone using their request catalog in helpdesk? Are you doing more general categories and then going specific, or specific and then going more general? We seem to have people who are selecting the wrong category etc. Any suggestions would be appreciated.
ServiceDesk Plus 9038 Released
Dear Users, ServiceDesk Plus 9038 service pack which can be applied over 9.0 is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9038 SDF-58879 : Notify option under comments section of Tasks. SDF-58977 : WorkLog API has been extended to support all modules. SDF-58976 : Rich text area has been upgraded with additional features for all modules. Image copy paste is now supported in all browsers. New button for the
SDP License transfer
Hi, Could you please tell me the correct procedure to transfer the SDP licensed installation to a different server? We have a SDP installed with permanent license, but now we have to move it to another server due to several reasons. What is the correct way to transfer it? Thank you.
E-Mail command
I am trying to have an e-mail command do a pickup and also change the status, when a ticket is assigned to a group. I have changed my template and added several different ways to try and get this to happen and I can either set the status or pickup the request. This one will only set the Status, but not pick it up. Any help? @@Operation = EditRequest@@ @@Status=Acknowledged@@ @@Operation = PickupRequest@@
Technician Replies
Dear all, I'm new to SD Plus, and already trying to implement in our office. We and our customers mostly use e-mail conversation rather than Web. So, once a user opens a TT, the request is openned, the TT is assigned to a technician. BUT, we have 3 technicians, as a group. lets say they have a group mail address, as "support@domain.com" . I want that once a ticket is raised, the members of support should ve informed. i could do it, by inform the technicians check box, (defined support mail address
Request Custom Views - Allow Date Variables
This is a feature request to implement date variables into Request Custom Views. We use custom views for requests logged today and this week, but at present have to select a specific date and update it each day/week. It would be extremely useful to be able to simply specify "Today", "This Week", "Yesterday", etc against date based fields - similar to the date options available in the Reporting module.
ServiceDesk Plus Mobile
Hi guys, I download the ServiceDesk Plus mobile in my iPhone and when I try to login the app says that the authentication failed, but the username and password are correct, I already set the server name in the configuration. Anyone knows how to solve this problem??? Best Regards
Technician allowed to view options in Role Settings
When selecting the "Technician allowed to view" option under a technician role, I would like an additional role as "Assigned to him and unassigned" We would like our helpdesk technicians to only be able to see tickets that are in queue as unassigned that they can pickup and the tickets that are already assigned to them, rather than seeing all the tickets throughout the group.
Respond by email with response in the email rather than template
Hi All, New to this software, used spiceworks before but that's causing me issues with database corruption. SDP looks really good and does everything our users need apart from two things that I cant suss out. Can the email that end users and the techs receive be set to include the actual responses? Reason I ask is that most of our guys like to see what has been said in the email, and respond directly via email, rather than clicking on a link. Especially useful as they are out and about a lot and
Identify Who Merges Requests
When Requests are merged (ie. if an update is sent in without the original ticket ID so a new ticket is created), the History now shows that the Merge was carried out by System. This used to show WHO had actually merged the requests. Is there a way to get this information back as just saying a ticket is merged by 'System' is hindering our aurditing functionality. Thanks Ian
9028 Update Bugs
I updated to 9028 this morning and have noticed two bugs so far. 1.) The option to consider any completed task as 'Task Completed' under the task closing rules was set to "Any" before the patch, but after the patch it had reverted the setting to 'Only Closed' Simply enough to change that back... 2.) When composing a reply in a request the cursor position is now defaulting to the "To" line instead of the body of the message so we have to move the cursor down to the body each time we compose a reply
How do I allow a requester to view all requests for a site?
Hi, I'm trying to allow permissions for a requester to view all requests open for their site. The "allowed to view" option under the requester settings is selected but when the requester is logged on they can only view their own requests, not all requests for their site. Your assistance is appreciated. Regards, Andrew
Domain Scan Failing - Unknown Username
I'm unable to perform a "Windows Domain Scan" since upgrading from Build 9033 to Build 9035. If I attempt to do this manually (Admin -> Windows Domain Scan (in "Discovery") -> Scan Windows Domain) I get a "Unknown username or wrong password given to enumerate the Workstations in the Domain." message on the screen. I also receive the same message if I click the "Fetch OUs from Active Directory again." link. I know the account being used is valid, not disabled, not expired, and that the correct password
sites setup question, requesters need to have multiple sites
We have 6-700 users that may or may not work at one particular site. We would rather not have to manage each requester if they move around from site to site as they change jobs.... some requesters already work at multiple different sites... so how would we be able to allow the requester to choose which site they are trying to create an issue for? the site field in create new issue is not editable.
Discrepancy in Assets Used and License
Hello, We seem to have a discrepancy in our licensing and total assets that I cannot reconcile; any help would be appreciated: As you can see, from our assets tab, we have 656 assets in use, but according to our license we've used 739. We are using Version : 9.0 Build 9018 Thanks, Kevin
SLA Escalation Notifications Sent to Non-Technician
We've had an example where our SLA warning notifications are being sent to non-Technicians. Reviewing the notifications under the SLA section does not indicate any users other than the 2 individuals that require the notifications. We are on build 8217 running MySQL. Any assistance? Thanks
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