Disable comments in Requests
Hello, I want to disable comments in requests. How can I do this?
Problem
Hi Dears I have problem with the reports in new version build number 8216 when i want to creat report this message shown to me : "error while fetching ajax response Cannot read property document of undefined " how i can solve this problem?
Business Rule applies one action but not the other
We have recently install SDP and are currently building it before migrating over to it from Spiceworks. We have built a Business Rule to capture all E-mail generated requests and set the priority and group of the request. The Priority is set OK, but the Group is not. I can manually set the Group to the desired one, immediately after the request has generated, but the Business Rule does not apply the group. Has anyone come across the behaviour before?
Adding "?" as value to custom "Incident Area" field caused display error
The values within a custom "incident area" field were "n/a" - the technician attempted to change the value to "?". The tech then returned to the '/WOListView.do' page and the list of request IDs was blank. Using any filter (e.g. "All Requests"), the same result (see attached) This only affected the technician that made the change. When loading a single request ID - /WorkOrder.do?woMode=viewWO&woID=71961, it works fine. I have since changed the value back on these requests but with no luck. Can you
How to install a new wildcard PFX certificate?
Hi Guys, I would like to install a new wildcard certificate into MangedEngin Supportdesk Plus. I've followed the following document: http://www.manageengine.com/products/support-center/ManageEngine_SupportCenterPlus_7.9_Help_InstallationGuide.pdf ( titel: Installing a PFX ). But when I restart the service as given in the Document, the managedengine supportdesk tool will fail See error: STATUS | wrapperm | 2015/02/13 15:00:40 | ManageEngine SupportCenter Plus started. INFO | 1 | 2015/02/13 15:00:45
Assign request by reply
Hi! How can i assign new request to technician, who reply at ticket? For example, technician open new unassigned ticket, and make reply to requestor. And ticket autoassigned to that technician. Is it possible?
Scheduled reports with customized header
Hello! I want to add a week number to my header in the email containing the scheduled report. Is that possible? I cant find any information about this on Google ot this support forum. Kind regards Jens
Automated message to chase user when call status is awaiting user response
This was a feature that I found very useful at my previous job. It chases up the user and a few times and if they still don't respond then the call gets closed. A lot of users seem to just create requests and if the issue resolves itself then they don't respond. I had a look at notifications but there doesn't seem to be anything that fits the criteria. I guess that I should mention that we have version 9.0 build 9003. Also, it would be very useful if the request automatically changed status to open
Cannot reinstall ServiceDesk
Hello all, I am trying to reinstall the ServiceDesk (windows 2008 r2 sp1 and sql express 2008) ... without success. Basically I do all the installation part (selecting MSSQL) and when I try to just simply start the service... it does not start. Can you help me out ? Thanks.
End users to create an Incident
Hello, I am working to test scenarios for ServicePlus functionality but when I logged in as guest, i can only log a new Request. Is there a way to have end user log an incident? thanks YH
Service Categories
I have problem in service Categories list, that when I add service it’s not appears, and when I try to add again it’s told me that the service already exist ,and it’s not appears in the list ,and in some user it’s appears, so how I can solve this problem.
Hotfix 9033 issue
I just installed the 9033 patch on my test server and I'm getting the Missing plugin error on my dashboard that we've seen on other releases. My flash is installed and up-to-date.
Contract ID is NOT system generated
When I create a new contract, the required fields are Name, Type, Vendor, AND Contract ID which is a text field (see image below). The manual states that Contract IDs are system generated. I cannot create a contract record without entering data into this field. I don't see a way to change the Contract ID setting. Please advise. Thanks.
Downgrade an expired eval
Late last year we went through an eval of SD+ Professional. We are looking at getting a 10 tech license and the Project management add-on, but have to wait for budget. In the meantime, we want to downgrade to Standard to start using it. I downloaded a 10 tech Standard license. But, I can't get to the web interface and the SD+ app on the server does not start. I took a snapshot of my VM, uninstalled SD+ and re-installed the Standard version. I could then start the application. However, as soon as
Report scanned license key for each computer
We need a report that print a this example, but with license key and product ID. SELECT workstation.WORKSTATIONNAME, manufacturer , workstation.MODEL, aaaUser.FIRST_NAME, deptDef.DEPTNAME, softList.softwarename, softList.softwaretypeid FROM systeminfo workstation LEFT JOIN softwareInfo software ON software.workstationID=workstation.workstationID LEFT JOIN softwareList softList ON software.softwareID=softList.softwareID LEFT JOIN Resources resource ON workstation.WORKSTATIONID=resource.RESOURCEID
Contract Owner Details Missing
According to the Admin Guide (page 440), you can view the contract owner details by clicking the Actions combo box and selected View Owner Details option (see image below). I do not have this option. Please advise. Thanks.
Can I have multiple departments having there own independent areas (Requests, Changes, Problems)
Sorry if this has been answered many time before - but I was unable to find the answer to my issue. We are looking to purchase a service desk however I have some criteria I need to follow and I want to know if service desk can be setup in this way and if so how and what is the best plan? This is the number one factor in me choosing a service desk is I have 6 different departments in our company all wishing to use a service desk on one platform and allowing each department to be fully independent
ServiceDesk Plus - when adding Members in a Project
The Members don't get any notifification that they are members in the Project. There really should be a choise in Notification Rules to notify members.... Best Regards Reidun
Mobile Push Notifications
I have set the Mobile Push Notification - "When a request is assigned" only box and technicians are saying they still receive the text even when logged into ME web portal. I did not check that box or option. I only want text notices sent when they are not logged in - is there another setting somewhere or is this a small glitch/flaw with this new option? Additionally, the "When a requester replies to a ticket assigned to him/her" and "When notes are added to a request" check boxes do not appear
Not able to send large data to ME SDP request Module
I am using rest api to integrate the ME service desk plus with our product. But I am facing one issue while creating one record into request module of ME using Rest Api. Problem:- When I am trying to send less than 2400 character string into description field then its creating record into ME SDP , but for more then 2400 character not able to create record into ME SDP. I have tested my PHP-curl post method is fine but the ME is not accepting more than 2400 character for single
Can I move a request template from one service category to another?
....and if so how do I do it? Hello & Thank You :)
Multiple Sessions to different ManageEngine Products
I have several ManageEngine products running and when i login to each one of them in the same browser i continuously have to keep logging in when i switch from one app to another. How can this be fixed?
Solutions: Can you have separate solutions for each site or customer.
Is it possible to separate Solutions from customers or sites? For instance, requesters from Customer 1 cannot see solutions for Customer 2. If so how can this be done?
Change Technician site?
How so you change the assigned site for technicians
Branding Question
I would like to change the background image on the Service Desk Plus login. What do I need to do to make this happen?
Network Scan Credentials
Hello, Can we get SNMP V3 as a credential?
Utilising Amazon RDS to host MySql Database
I was wondering if anyone knew if the service desk MySql database could be hosted on Amazon RDS and then have the application hosted on an Amazon EC2 virtual machine? I've done some reading on Amazon RDS and from a MySql version support point of view it would seem to be ok as it supports version 5.1 of MySql. However I am unsure of what security rights are required by Manage Engine Service Desk to the MySql database as I believe there are restrictions on what rights you can have under RDS. Any thoughts
Can you autoclose a job based on a not resolved status ??
We have many jobs that are waiting for a response from the user .. This may be that we are waiting for a callback or email etc .. and many times we dont get any response , so the jobs sit there with a status "waiting for callback" . And usually the problem has been resolved by the user anyway . It would be nice to set a business rule that checks the status of jobs , and after a certain amount of time , will do something else .. like the escalation rules .. but the "something else" may be to set
Scan Network Device (Printer)
I'm trying to scan a network devices (printers) For example, I have a printer: Name: HP LaserJet 400 MFP M425dw In the printer's settings there are settings which I wanted to import. "Product Name" for example (HP LaserJet 400 MFP M425dw). So, when I scan this device from ServiceDesk Plus, it gets these settings: Name: NPI177C69 Product: HP-Printer Is it possible to change somehow scan settings? Or enter which parameters I want to import from scanned device?
Passthrough Authentication not working
I am trying to configure pass-through authentication to allow our technicians and requestors to login with their AD details and not have to enter the details again. I have successfully created the AD System accounts and everything appears to be configured correctly however Pass-through authentication is not working. Upon further inspection of the system logs I suspect that SDP is running with an incorrect time zone somewhere, despite the server and user accounts having the correct time zone applied
Going from Enterprise to Professional
Good Day, This weekend we drop our license from Enterprise to Professional and doing so we lost the request type and urgency fields. I've recreated them, but was wondering if there is away to link them to the old data. Maybe something I can run DB side to copy the request type and urgency fields to there new counterparts? Don't really want to fix the data on 81000+ tickets. Any info would be great. Thanks
Jira integration question
I have the integration working mostly but I have a couple questions. I have a custom field named JIRA_URL that I would to automatically populate after an issue has been created. How can I combine a string and variable value returned from Jira? Below is what I am have in my Jira.xml. All params are working except the last (JIRA_URL) . Also, I have the notes tag but it is note creating a note. Below is my jira.xml. Any help would be greatly appreciated. <menus> <menu name="Create_JIRA_Ticket_DR">
Push Notifications
Hi, I still cant seem to get push notifications to work. I have set up the proxy and i have also watched my smoothwall box to make sure its not getting blocked. All seems to be working fine. It still doesnt work. I can only use the unauthenticated port or everything fails because it doesnt seem to pick up a username. I am wondering if you can help me with this. Thanks, Ryan
Survey Answers not displaying
After upgrading to 9034 we can no longer see the answers from specific users for surveys. I looked in the database and there is data in the appropriate tables so I think it may just be an issue with displaying on the web end, not sure exactly.
Creating a task workflow
I am in the process of creating request template for the self service portal. I have the template created and have added tasks to the template but I need to create a work flow for the tasks, since each of these tasks are dependent on the previous task being completed. I would like the workflow to follow this pattern: Request submitted from user Request created - task 1 assigned to technician and email sent notifying tech of required task Task 1 completed - task 2 assigned to tech and email sent notifying
reporting on requesters and departments
Hi, my team now has our very own ME ServiceDesk Plus however the organisation's AD is administrated by a different team - we have no access to AD console tools In ME, is there a way we can run a report to list all our Requesters and their Departments? I know I can report on the Requesters who already have Requests for Service, but we want to list every one of our potential requesters and their respective departments in order to double-check spelling and data integrity before we start logging Requests
outgoing mail setting
Outgoing mail with different settings. it will send out with support@myorg.com
Issue login user in Server SDP
Hi, I can not login with any user on the server. I get "I get is bad username or password". The server is Windows 2008 R2. Thanks and regards, Gerardo Cortés
Service receipt option
In Business Base we had an option to print a Service Receipt. IT Engineers would go to the customer, fix the problem, fill out the receipt and let the customer sign it. The following information was on the receipt: Our Company Logo Customer information contactinfo tel adress etc. Description of the problem Solution description approval of the customer with signature Is there an option to print such an service receipt from an incident ?
DB MS-SQL too heavy (80 Gg .md 8Gg .log)
Hi somebody can help me, the db is too heavy and it's work fine right now, but it's a risk, is not normal to be so big only we have 100.000 tickets (the attachment folder has size of 7 Gg), the version is standard Thanks
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