[Free webinar] How to make the help desk your first line of cyberdefense
Hi folks, We're happy to bring you our latest webinar on making the help desk your first line of cyberdefense. Date and time: October 30, 2023 2pm AEST | 10am GMT | 10am PST Why attend this webinar? Cybersecurity is no longer restricted to security teams.
preview as thumbnail for attachments
we would like to see a thumbnail for all attachments, like it is in jira
Local administrator account
IN Out Server desk portal we have deleted local administrator account and not LDAP configured in Servicedesk is no longer working so need to login and change LDAP configuration need help how we can login now with local account is there any back door
Daily task
Hi There, Is there a way to schedule a daily and monthly task so techs can complete on a daily basis?
Unable to get all solutions through /api/v3/solutions
When I query the v3 solutions api I am unable to retrieve all the solutions defined in my manage engine instance. I did set the body for the post request i.e set input_data {"list_info": {"row_count": 50, "start_index": 1, "get_total_count": true }} I
import of complete docx or pdf documents in the solutions
we like to import complete docx or pdf documents in the solutions but not as an file but as text in the poor editor
send mail with hotkey alt+s
we would like to add the hotkey alt+s for sending mail, like it is in outlook for example...
Custom time worked report for tickets.
Tried messing with some of the pre-set reports and custom reports, but can not get exactly what I need. I would like to track the time worked on a ticket from when a tech picks the ticket up to close. On hold status would stop this timer. I know there is a time spent out there that records from the time the ticket is placed until closed, but I would like to see if the above is possible. Ticket comes in at 8, tech picks up ticket at 9 (timer starts), tech works an hour then places on hold (stop timer).
Version 14501 question
The following scheduled migration tasks will no longer be executed after upgrading to 14501 build or later: InlineImageMigration, ResolutionTemplateMigration, AntisamyNotificationMigration. During patch validation, users will be notified via a prompt
Erroneously encrypted an incident field.
On field setup, I encrypted erroneously and as a result am unable to select the field when generation custom reports. Is it possible to decrypt? without creating another field. This is because the field has data already. Thank you.
Contract Assignment
Can we have the same contract assigned to a few Accounts? Our Service Agreement is basically the same across all our customers (Although the price differs between Gold Members and Platnum Members etc. We can have the price changed accordingly, via the
Request Custom Filter not migrated notification after upgrade
We have a test server built so we could test the upgrade from 13009 to 14300. After the upgrade I received a notification as follows: During the current migration, some request Custom Filter is not migrated due to unsupported fields present in it. The
Module Count "Requests" dont count
In UI management there is 4 options to show how many request are pending/onhold/closed or awaiting. I have this 4 modules on my site, but it does not count requests. Hovewer when i link whole box for example to "Action Type -> OnHold Request" then i can
FAILED : Scan is taking longer than usual. Please check back later.
Hello, I am having a problem while scanning virtual machines with the agent: FAILED : Scan is taking longer than usual. Please check back later. 1) agent is installed on the virtual machine 2) services are running 3) The server where Servicedesk is
Critical : Error while invoking backup
I haven't been able to make backups on my SD in my company for a while. I always get the same error. I tried to execute the SQL statement, and the admin status 4 (which is equivalent to activated) was already set correctly. I have tried changing all admin
Unable to start cloned server after update to 14_2_0_SP-1_0 - Application startup halted due to mismatch in java version
Server 2019 MS SQL DB We cloned our production server to test upgrading from 13009 to the current 14306. After cloning, we were able to log into new server and update mail server settings, etc, without issues. Once we verified the server was working properly,
Masterclass 2023: Season 2 Episode 4—Strengthening the ITSM ecosystem with ServiceDesk Plus integrations
Greetings from ManageEngine! We are pleased to announce that registrations for the fourth episode of the ServiceDesk Plus Masterclass 2023 are now open! In this episode, you will learn how to leverage the various IT management solutions from ManageEngine
Can you add a view to the Helpdesk dashboard.
Hi, I've added a custom dashboard and have added everything I want to see except for a list of jobs specific to the technician viewing the dashboard. Is it possible to list open jobs for technician viewing the dashboard? I already have request by technician
[Blog] 4 Easy Ways To Boost Customer Satisfaction With IT ServiceDesk Software
Customer satisfaction is an often overlooked, but highly essential element of business growth. It’s simple: satisfied customers stick around longer and are more likely to cross-purchase and repurchase. They do display brand loyalty and typically increase
Report - bug
off lately, i have noticed issues while creating and running report the data gets mixed up or displays wrong report. for example. If i open browser in incognito mode and create a report, lets say to check the Service Request raised in the month of Aug
Add Resolution and Close Request via API
Hello, I would like to close requests via API which requires a resolution and an input to our custom field. My curl Request: curl -k https://servicedesk.xxx.de/api/v3/requests/19038/close -X PUT -H "Accept: application/vnd.manageengine.sdp.v3+json" -H
Approvals
I need help or advice with the following: For our business, we need to include five approvers, each from a different department. Additionally, in our work environment, some employees have multiple managers. When one manager is unavailable, such as being
Issue in sending out email from Service Desk Plus
There is an issue faced recently at the Service Desk: When user creates ticket, no email being sent to the Technician Group. When technician reply email, cc to any group/individual users, the email not sent out. Below error displayed. I am able to send
Alias email address
Is there a way to assign a tech based on the email alias. Background helpdesk@domain.com has an alias of websupport@domain.com, I would like all incoming email with websupport@domain.com to be assigned the WEB support person. Those the come to helpdesk@domain.com goes to the hardware support tech person. Dave
Status Action missing in Planning Stage on Change Request
I have just noticed that after updating to build 14500, changes in the Planning stage are suddenly missing our Status Action of "Submit for Approval". I can see the status listed in the system and when I am editing the workflow I see it there on the stage.
Report on "Users last seen in Requests"
Hello! Simple question here, we would like to generate a "Users last seen in Requests" report. Preferably something similar to the default "Users last login and logout time" report, with the "Last Login/Logout Time" and "IP Address" columns swapped for
special characters not allowed in attachment
We are on build 11111 for ME Service Desk Plus. After the recent upgrade to this newer version, it seems like users are unable to attach certain files if have certain "special characters". Users receive the following error: Invalid characters present
Unassign license from one technician and assign it to administrator
Hi, We are unable to login servicedesk plus using domain users. Is there any way to unassign license from one technician and assign it to administrator user using command line ? GUI is not accessible because local administrator does not have technician
Licence Error
ERROR CODE : 532 Please contact
Removal of group & technician notification duplication
I would like to see smarter notifications. * When a call is assigned to group X and technician Y, group X should not be informed if technician Y is. *If a call is assigned to technician Y by technician Y then no notification should be sent to technician Y.
Approval by e-mail
Has this feature ID SDF-41144 been implemented. And if not, when would this be expected. Would be very helpful to approve/reject requests by replying on the e-mail notification, especially when not connected to the internal network.
Change request approval template
Is there a way to edit/customize the email sent by the system when a change control is moved to the approval stage? I would also like to customize the system emails sent for contract expirations Thanks Karen J.
SCCM Connector For Servicedesk Plus and Assetexplorer
Hello Everyone, We are pleased to inform that SCCM connector for Servicedesk Plus and Assetexplorer is released, you can download it from the link and follow the steps mentioned in it to successfully set it up. Have any questions, do let us know, we will be happy to assist. https://resources.manageengine.com/resources/resource/sccm-connector-for-servicedesk-plus-and-assetexplorer Regards Charles
Servicedesk will not start
Hi, The service desk service starts with no problem, but I cannot get to the Helpdesk site on http://localhost:8080. I get Internet Explorer cannot display the webpage. Please assist urgently.
Notifications
Can I receive a notification by email if the Technician field is not assigned? I would like to set up a reminder in Service Desk Plus to send the notification to a specific email address that I provide.
Unable to import CSV file
After several attempts I am unable to import a CSV file into the application. All of the CI's from the CSV file fail to import with the exception of one or two. The CSV file is formatted with a few columns including: firstname, lastname, email, loginname,
Service Categories visible by Department Name
Hi I have 9 categories of services, 4 of them should be visible only for specific group of Managers or Department Supervisors. Is there a option to make this work ? Standard version, eval copy 14501.
"Invalid Input: xxx" when submitting Request
Hi, I have a customize request template with an additional picklist auto-populate from JSON file. After filling up the form and upon submission of requestb I got the following message: {"response_status":{"status_code":4000,"messages":[{"status_code":4001,"field":"udf_pick_2413","type":"failed","message":"Invalid
Unable to get the Change Roles list with Deluge
Hi I'm unable to get the list of Roles with deluge. I can easily do it in Powershell but I would preffer Deluge. this is the code I'm trying: changeID = "888" url = "https://customdomain.com/api/v3/changes/" +changeID ; headers = {"authtoken":"xxxxxxxxxxxxxxxxxxxxxx"};
Can we migrate all Zoho data from the current on-premises server to AWS servers?
So my company has Zoho Manageengine Servicedesk Plus. We shared the the system with our China company and the instance was stored on local on-prem servers there. Since then, the Chinese users have stopped using the system and Zoho instance has very long
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