ServiceDesk Plus Self-Service Portal - Try On Your Own Style
It's been a while since our last blog post - We've recently been working with a client on a ServiceDesk Plus Self-Service portal deployment and as this is always a popular topic We thought I'd share the results. The issue we usually face in implementing the Self-Service portal is that it requires some additional customisation to make it more acceptable to the users and the business. Now you can go along way with the standard options in the Admin tab of ManageEngine ServiceDesk Plus in modifying
Cannot start Help Desk
We install the Help Desk in to a customer, before the 30 days we went to install the license and the system was down, we try to restart it to install the licens but it do not start. We configure the system and the customer use it for some weeks before this happeng. Where I can verify why it is not starting?
Add column
I would be able to add a new column. I would see the "Lease time" under assets. Is this possible?
ServiceDesk Plus 9027 Released
Dear Users, ServiceDesk Plus SP 9027 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 9027 SDF-55084 : Scan : Support for scanning Hyper-V machines. SDF-56866 : Scan : Identifying servers during scan. SDF-56867: Asset : New view for VM hosts and VMs in left panel under Assets tab. Issues Fixed in 9027 SD-58247 : Task Closing Rules under HelpDesk Customizer shows blank page after
Windows Security Box
Hi, I have servicedesk plus running on server 2008 r2. When anybody tries to open the link they get presented with a login box. If you click cancel it will load servicedesk plus login page. But this is confusing users. Please see screenshot attachment.
Wallboard statistics
Whats the best way of displaying help desk statistics on a wallboard so that they cycle through different types of information such as: Calls assigned per technician Calls open per department Number of calls opened/closed last week/month Calls opened today vs calls closed/resolved today Any suggestions of getting this information, putting it into graphs then having the graphs auto update on a wallboard? Thanks
Want to Access Manage Through IP in Local LAN
I installed ME on server. But I cant accessible it through local LAN as Server is reachable from Network. Pls suggest...
Display samAccountName (Login Name) in the Requester Details
We need to display the Windows username of the requester in the details section. I see that that field is available when I view all of our requesters, labelled as "Login Name". Following the info in this ticket I added a field with that title in Admin | User - Additional Fields | Requester Additional Fields, but while the field now shows up in tickets, that field is never populated with the samAccountName/Login Name. Any ideas?
Import department from CSV
Hi all, I need to import a lot of departments related to different sites. Is there a direct way to import departments from CSV? In alternative, I can import a "fake" workstation related to each department and site. In this way, department are created correctly, but they are all under "Default Settings" site. Is there a way to move a department from a site to other site? My SDP version is 8216, and at this moment I can't upgrade it to the last version. Many thanks, Sutot
Desktop Central Agent
Hello, We recently moved to enterprise SDP. I've set up Desktop central to send Asset data to SDP, but the only data in SDP is from WMI Queries. I've tested the connection it it looks good. When I look in SDP to see what workstations have agents I get 0 results. Am I missing something in the integration? Thanks! MIke
Custom View based on Time
Hello, I'm trying to create a Custom View to show tickets that have been created in the last 12 hours but only option is available under "Created Time" (or any other field related to time) is date. Is possible somehow filter based on Time rather than date? The whole purpose of this is to have a view of any tickets that have been created overnight or outside of Operational Hours. Thanks
Incident or Service Request
I can see from the SDP demo that in line with ITIL v3, your product separates out Incidents to Service Requests up to a point. However, it seems that to be classed as Service Request, the request has to be raised via the Service Catalogue. However, I can see a couple of issues with this. In the Request Module, there is the option to open a default Incident. Is it possible to do the same with a Service Request? I can also see an issue if a user requests a service via email. The request will
Adding LDAP Auth failing
Hi, I'm trying to add LDAP auth to our Active Directory to my trial of ManageEngine ServiceDesk Plus, and it's failing every time. FAILURE: Domain Controller saved successfully. But error occurred while trying to connect with LDAP server - please check your inputs. I've got another service desk program using the same credentials which is working fine, but just can't get ServiceDesk to connect. We have a space in one of our OU names, this has caused problems with some products before - do you know
Locking account
Hi all! A few weeks ago after i changed my AD password i got an issue that my account is permanently locking by GPO after a few unsuccessfull tries to authorize. Today i found that the reason of such locks is a machine which hosts SD portal. The first point of investigation were scheduled tasks and services. The target machine located in another domain than my account and my regular account even has no priveleges to log in to this machine. Next i did the onny possible concusion - SD is a reason
ERROR CODE : 527 after applying tzupdate
Hello! Due to timezone change i have applied fixes as described here https://forums.manageengine.com/topic/servicedesk-time . SDP is on Ubuntu 14.04. Now SDP does not start, log shows like that Server is starting. This may take a couple of minutes ... ERROR CODE : 527 Inconsistent change detected in date settings. Please restore original date settings. Please contact ZOHO Corporation 4900 Hopyard Road, Suite 310 Pleasanton, CA 94588 USA Phone: +1-925-924-9500 Fax : +1-925-924-9600 Email : sales@manageengine.com
Duplicate requesters when importing from Active Directory
We have the Single Sign-On function of ServiceDesk turned on and working perfectly, however when I turn the Active Directory/LDAP import tool on and have it automatically import new users, it causes a duplicate of every single requester in our database. When looking at the requester list, one list will show requesters with our domain name and the other has the domain listed as '-' (Which I assume to mean that they're there for local authentication). I wouldn't mind this except many of our less technologically
external consultants
Hello, Is there any functionality or recommended way to handle external consultants that are taking care of Requests or (Changes), but are not Technicians or use SDP? We have some Requests that are not handled by our company IT-staff, but rather external consultants. We would like to indicate this some way in SDP. Regards Lakend
Support case shared between support groups.
Hello for some time I have been working with ME SD + and for some weeks ago I got a question if it is possible to share a support case between different support groups. The problems is that the company have 2 sites and different support groups for different levels but still level 1 + level 2 needs to work on the same support case. What they want to do is that level One sends the support case to level 2 (Read support group one an two in same site) and then THECS assigned to support group 2 can start
How to move assets into a specific product section....
I use ServiceDesk Plus 9.0 Build 9017. I made a new sub category under the Assets > IT Assets (might be named different for you) section for our thin client PC's. Upload the CSV file under that section with over 70 PC's. For some reason it only added it under Assets > Workstation/Server Detected instead of the section I wanted it to be in. Now I don't have any option that I can find to move it into the correct IT Asset section. This is not a group move, but just moving the IT Assest category
SDP SQL Windows credentials
Hello to all, is it possible to use windows credentials (AD Account) in changedbserver.bat to connect to SQL Server? Thanks in advance
ServiceDesk Plus 8.1 Report Time Spent of each technician
Good day. How can I get a report which indicates time spent by every technician worked on specific request? For example, a techician worked on a request, then the request was re-assigned to another technician,etc, i need information about every technician (how many time he spent) worked with the request. and need also the time and date when the technician was put any comment in the worklog.. Thank you sample : technician - request id - time aknowledge by technician - status request - worklog
REST API GET_REQUEST operation is always returning errors.
Hey Guys, I am trying to query ServiceDesk Plus app to pull down any request through REST API. The query is as follows: http://<app host>/sdpapi/request/7357/?OPERATION_NAME=GET_REQUEST&TECHNICIAN_KEY=BCDB2CA2-7882-4C99-9B4E-CFA989D7713E Regardless of the request id i always get the response: <operation name="GET"> <result> <status>Failed</status> <message>Error when performing required operation.</message> </result> </operation> I have attached the relevant logs. Can you please advice
AD Domain migration
How to migrate requester and technicians from old AD domain to new AD domain, involving change of username without any lost of history of tickets.
Unable to add business rules
Hello, I wonder if someone can help? I have been attempting to add a business rule without any success and being the first time we have tried to use this functionality I'm wondering if there are any specific requirements needed before a rule can be created? The rule I initially attempted to create was one to auto resolve requests created from a specific email account. When this didn't work I tried various other rules/actions with out any success. Thank you in advance. Paul Ette
Add Requester Details
I want to add a field in the requester details that will show up on their request automatically. It is their room number. Could anyone advise how to do this as it does not seem possible to change the Requester Details box.. We can add the room number to the AD in location field.
Mail fetch - not working after exchange 2013 upgradejoe
I've migrated to exchange 2013 and with the exception of mail fetch, everything works. I've verify my access to exchange on port 110, pop3 services are started, but helpdesk refuses to fetch emails. Any chance someone could shed some light? greatly appreciated. Jo
Requester can view and requester can set
Hi team, I have a problem with "Requester can view". When i enable "Requester can view" in incident template and disable "Requester can set", it's not show in incident template. Only way that i would like staff to see is i have to enable both "Requester can set" and "Requester can set". Is it possible to enable only "requester can view" and they can view the value in each field but can't set?
email to custumer
how do I get when I open and close a call in ServiceDesk Plus it sends an email to the customer?
TimeZone updates
Hi! The problem with the update time. According to the update time in Russia. Tried to do through the database: use servicedesk go update dbo.sduserprofile set TIMEZONEID = 400, DATE_FORMAT = 'dd.MM.yyyy', TIME_FORMAT = 'dd.MM.yyyy HH:mm' go AND insert into dbo.sduserprofile (USERID, TIMEZONEID, DATE_FORMAT, TIME_FORMAT, SIGNATURE) select au.USER_ID, 400, 'dd.MM.yyyy',, 'dd.MM.yyyy HH:mm', NULL from dbo.aaauser au left join dbo.sduserprofile sd on au.USER_ID
E-mail IDs to Notify field not functioning
Our company is utilizing 2 environments of ServiceDesk. One of the environments will not push mail to the “E-mail IDs to notify”. I have updated this environment to the latest version and still it will not send notification to the E-mail IDs I choose. The environment will send and receive mail otherwise. It is just the “E-mail IDs to notify” field that does nothing. I get no error messages in the System log viewer and no pop up error messages. The server has been restarted a few times and I had the
Customer with many email-addresses
Hello for the last two weeks I have been struggling to make ME SD+ to register multiply email addresses on a user. today I do this by adding extra columns on the user field and writing the emails that our costumers can use when contacting us. The problem is that ME SD+ don't recognize this when incoming email is sent for this extra mail-addresses and this creates a new requester. I need a function that can handle this because is getting more occurrence that costumers have many email bases on what
Reporting on Projects & Project Comments
Hi All, We need a simple report listing all OPEN projects and the MOST RECENT comment added to each project e.g. project id, project title, project owner, comment, comment date /Mar
Assign permissions to a requester to generate unique Request ids, or rewrite a request id
Is there a way in Service Desk Pro to give specific requestors permission to create a Request id in the subject field of a request email, or to have the system, through business rules or some other feature, automatically rewrite a Request id to what we want? Thanks for your help.
Unable to Delete Closed Purchase Order
This is the error I receive: FAILURE : Purchase Order is being used by a module. Hence cannot delete it. I even restarted the ServiceDesk Server and the Win2000 Server itself. Anyone have any idea's on how to delete the PO I don't need? Mid-Michnet Support Team
Long created the application
When creating the application from the user or administrator creates long application . Press the " Add Application" , the system thinks for about 10-15 seconds and add the application . How to increase the speed of the system . Server characteristics : Processor - 2 CPU 2 core 2 GHz. 8 GB of RAM . OS Windows 2008 server R2.
Users who bypass the service catalogue - best practice for dealing with this
Hi We have our service catalogue set up and each service assigned an SLA. The problem I am seeing is many users instead, just email our help desk which then generates a ticket. We cannot associate the SLA from the service catalogue. So the only option I see is to generate a duplicate set of SLA's which becomes very time consuming. I am curious as to what others are doing and what the best practices are around this? Wayne
Updating ServiceDesk Plus very slow
We are currently using SDP 9023 and updating to 9027. We've had this issue for a while now, and am now finally deciding to post on the forums about it. Whenever we update SDP, the update process takes FOREVER--as in 15-20 minutes. We're running SDP as a virtual machine on Hyper-V, Server 2008 R2, 4 GB RAM, and 2 virtual CPUs. We have a few other non-critical applications running other virtual machines on the same machine so the Hyper-V server itself is not under any real load. I'm just curious why
Query to update requesters
Hi I need a query so that I can do a bulk update of requester on requests/incidents. should be able to do the following. lets say i have user a and user b. if user a resign, I would like to change the requester on the open calls to user b, so that user b can follow up and manage calls from there. Thanks Lennie
Managers being able to view employee's requests
Currently, the ServiceDesk Plus allows us to set what requestors can view by the following: Tickets submitted by user Tickets submitted by Department Tickets submitted by Site Is there a way to allow a manager to view only tickets submitted by their direct reports? And is there a way to allow a Director over 2 departments to view all tickets submitted by his staff(s) but not see all tickets submitted by the site?
Meaningful Metrics - pulling useful data from SDP for reporting
Morning all, We’ve been using Service Desk Plus (V9 B 9010) for six months. I’m interested in leveraging the data we have accumulated and using that information to improve our services to the business, even though at present we do not use SLA’s. I’m interested to know how people on this forum do so using SDP. For example – I would like to know what our first time call resolution is. When looking to see how I could do so I spotted very quickly I couldn't run or create a report easily. I even found
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