HOw can i remove Signature pictures from requests
Hi Guys Using 9.0 build 9022. I would like to remove just images in signatures whilst retaining any pasted screenshots of errors etc. Is there a way I can do this.
Automatic categorization of tickets !
Dear, Good Day I wonder if the possibility of categorizing a call, assigning group, technical, category, sub-category exists? Example: Some client sends an email to the SDP system and so when the call is being generated already automatically assigns to some group or technician responsible for that care. Is there any way to do this? There are parameters or settings that we can use in these cases From already thank you for your attention. Regards, Anderson Ferraz
Export Sites and Departments
Hi Guys How can I export the site and department lists to excel?
Restore Service desk, 9002 to 9022
I am trying to migrate a Service Desk Plus from a server to another one. (Both Linux Ubuntu machines in console gui) I did the backup with ./backUpData.sh -c, all the process well done. (Whith server stopped) When I do the restore process with ./ restoreData.sh -c [backup file] show me the next text: Please wait extracting backup file ********************************************************************************* filelist.txt does not exist in the selected backup file /backup_postgres_9002_fullbackup_10_13_2014_10_50.data
Adding a Requests Custom View using Incident - Additional Fields; Not displaying all Items
I created a Pick List Text field in the Incident - Additional Fields Admin Section and placed it into the default request template, so that it can be filled out by requesters and technicians. I wanted to create a request custom view. So I go into Requests, click on Settings and Select Manage Custom Views. Click on New Custom View. In the Advanced Filtering Section I select the Pick list field that I created and select a criteria. Once I click on Choose, it should bring up the entire list of items
Business rule filter based on ticket status
Hi, at the moment is not possible to define a business rule based on ticket status. It is possible to set a ticket status but not use it as a filter. It would really come handy because it would basically allow to define via business rules whatever workflow you need. Is this feature feasible? Thank you
VNC Viewer setup
What is the command used to launch VNC viewer? The default command entered "vncviewer $DEVICENAME" provides the error message: Cannot run program "vncviewer": CreateProcess error=2, The system cannot find the file specified. I have the VNC viewer software installed on both my machine and the client I'm attempting the connection with.
ServiceDesk Plus 9023 Released
Dear Users, SDP 9023 service pack is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9023 SDF-57095 : Scan : Support for scanning Cisco IP Phones Issues Fixed in 9023 SD-57142 : Scan : Service tag not fetched for AIX machines. SD-56206 : Scan : Software not fetched in SUSE Linux Enterprise server 10. SD-56823 : Scan : Cannot scan VMWare machines using special characters ($,&) in their credentials SD-57435 : Scan
Increase SSL security
I know OpManager and ServiceDeskPlus are not subject to Heartbleed. However I'm stuck rekeying everything since we used wildcard certificates. During this I'm looking to improve the SSL security of all of web based systems. Couple of questions: 1) How can i disable weak ciphers? 2) How can we add support for TLS 1.2 (Guessing this may be a limitation of outdated java) 3) How can we enable HTTP Strict Transport Security 4) How can i disable Client Side Renegotiation Thanks for any insight you may
Help with API's XML Success Message
We have a software installation system setup to trigger API input to SD+ when certain events occur. However, we now need to be able to fetch the resulting XML Success Message so we can display the RequestID in our software installation system. We see the XML Success Message, but it doesn't appear to be cached locally by the browser (Internet Explorer). Any suggestions on how we can grab the RequestID from the XML Success Message with javascript or some other code? Thanks! ~Marc
Scheduler: Technicians are not associated to any sites.
We do not have any technicians or support groups associated to our Sites. When we open the Scheduler section the Site default to all sites but the calendar does not show any information. We have to change the Site to "Not associated to any sites" first. Hoping for suggestions or answer to the below. Is there a way to: Change the the default for Site to "Not associated to any sites" Remove "All Sites" from the list in Sites
Association of solutions
SD+ I'm currently trying to associate a solution to a problem. However under problems, I only have the option to add (Not really an option, more a dictation). Kinda pointless as I already have an approved solution. So what the application is asking is for me to add a new solution, even though I already have one. Makes sense? Or is there a setting I've missed? Anyway I can work around this?
Move task between projects?
Hi Is it possible to move tasks between projects? We'd like the ability to use the project manage to also plan weekly work loads, but if a task rolls over, we'd like to roll it into the following week. Likewise we'd like a seperate project for "ideas".
Allow technician to add new product
Hi, Is there a possibility to allow a technician to add a new product when he creates a new purchase order (to be able to view the Add button on the ticket) without having the SDAdmin role assigned? Thank you, Razvan.
Product Type & Product Add Permission
Hi. I wonder how to give a technician only Product Type & Product permission without giving him the rest of the admin permissions?
Problem when dealing with Query Editor from a custom report ?!
Hi all, I have just generated a custom report and then when I tried to show its query by "Show Query" button it shows correctly the query. But when I tried to use Query Editor and tries to just running the query without any modifications it throws an exception like following. ================LOG BEGINS=================== java.lang.Exception: Only select queries can be executed - 'SELECT qd.QUEUENAME "Group",wo.WORKORDERID "Request ID",wo.TITLE "Subject",cri.FIRST_NAME "Created By",ti.FIRST_NAME "Technician",longtodate(wo.CREATEDTIME)
$EmailSignature not working (Found HTML Hack)
When a new request is created a email is send to the user with a signature. But in SD 9018 the "$EmailSignature" is not working anymore.... And so there is not email send. btw. There are still unexplained extra blanc lines when add or editing a Request in SD EDIT 13-10 Today i found by accident a "hack\workaround". In Chrome you have an app called "IE Tab" When i activate that one and edit a reply template i get HTML code:D. So then i am able to do whatever i want.
Developer guide is not available
Hi , I am looking for the developer guide of the Application. If any such guide is available kindly share the link for the same. Its urgent.. Thanks Sabal
Cant delete tasks in SD+
Hello, I can not delete a task. I select the task and click on delete. The system displays the message of success in the operation, but the task is not deleted. Any advice? Translated by Google Translate. Alvaro
Getting information from users
Poll computers in the domain are completely satisfied. In our network there are several dozens of computers that are not in the domain. Want to run ae_asan.vbs and request additional information from users. For example the script asks the questions in the text box and the user is responsible are recording as a result in an additional field asset.
Reply Not populating To: field and e-mail alerts not working.
Just upgraded to the newest version. When replying to a ticket or a users appended message the To: field is not populating with the user's e-mail like it was before. If you manually enter the To: e-mail it attaches it to the ticket and sends it out. Also e-mail alerts for a new ticket are not being sent out. Admin > Mail Server Settings say they are running.
Gmail Gencert issue
We are having issues with fetching mail from imap.gmail.com:993 when I run gencert.bat as suggested in the forums I get the following errors. C:\ManageEngine\ServiceDesk>jre\bin\java -cp lib\cert.jar InstallCert imap.gmail .com:993 Loading KeyStore C:\ManageEngine\ServiceDesk\jre\lib\security\cacerts... Opening connection to imap.gmail.com:993... Exception in thread "main" java.net.ConnectException: Connection timed out: conn ect at java.net.PlainSocketImpl.socketConnect(Native Method)
Approval is automatically furnished by system while creating any change request
Dear Team, This is just to inform you that, we are getting pre approval error while raising any change request. As approval is automatically furnished by system while creating any change request (Screenshot attached). Thanks, Satyam Kunal +91 9953087878
ServiceDesk slow to open request or change state
After to open a service request my brother still in "waiting" for a 15 seconds, and if change state my browser still "waiting" to. My version is 8110. My server is win 2008 R2 Memory 16Gb proc 64 my configuration in wrapper.conf # Initial Java Heap Size (in MB) wrapper.java.initmemory=256 # Maximum Java Heap Size (in MB) wrapper.java.maxmemory=1024 --- More my service dont startup. --- My connfiguration in wrapper_64.conf # Initial Java Heap Size (in MB) wrapper.java.initmemory=512 # Maximum Java
Value '0' Set to Incident Additional Fields, Causing Request Closing Rules to Fail
We are finding a value '0' is set to some request fields, and this makes the request closing rules to fail. Out of 1000+ requests, only a handful of them seems behaving this way. By looking at the history of the request, the value '0' is given before a user manually assign a value. Our requests are created via web and email, and only emailed requests are affected so far. As far as I know, only three request fields are affected and common to those fields are: 1) Incident Additinal Text Fields having
JSON in Service Desk Plus API
Hi, I am wondering if it is on your roadmap to implement JSON request/response in your API. I have started looking into optimizing the Outlook add-in for Support Center Plus to use JSON to increase performance and i would like to do this as well for the SDP add-in as well. Best regards, Valdi Hafdal URL : http://www.valinc.net [Add-in for Support Center Plus] http://www.valinc.net/scp [Add-in for Service Desk Plus] http://www.valinc.net/sdp
Requester History Button
We used to have help desk software that had a Requester History tab that we found very useful. It would be a nice feature to add to Service Desk +. When I am viewing a ticket, it shows me Request, Tasks, Resolution, and History tabs. It would be nice to have another tab that shows the Requester History that shows the history of Requests for that Requester. This is a quick and easy way to know the Requester when dealing with the user. I know you could do a search but this would provide a quick
After upgrading from 9017 to 9020 I get errors when logging in
The server is up and running but when I trying to log in I get the following error. type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.lang.NullPointerException com.manageengine.servicedesk.utils.OtherMEApplicationsUtil.getJumpToUrl(OtherMEApplicationsUtil.java:213) org.apache.jsp.jsp.HomePage_jsp._jspService(HomePage_jsp.java:1535) org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:94) javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
Manual archive tickets
Hi, is it possible to manual archive any tickets? I need to archive tickets that are already settled with the client. The second option is archive tickets with self-defined status for example " settled". Is it possible? I need to block to open/edit all settled tickets. Do you have any other idea? BR Kris
Change from 24 hour option to AM/PM in Change request
I would really like to know if its possible to change the time format for both the scheduled start time and end time from 24 hours to AM/PM setup. I find it time consuming trying to convert the time correctly. If I could just make a blanket switch that would be a huge help for getting my ServiceDesk Plus setup up and running. Is something like this possible?
"Follow" request and reply to notes
I'm a supervisor I monitor all requests in SDP and control all my out-technicians I'd like to follow requests, so all notification, updates, resolves, etc. is also email to me. Also, it'l be a good to have an option to reply in notes. Right now we're using it to control actions of my technicians, I ask them what did they do with this request, or why this request is still not resolved. When they create another note, I didn't notified. So I can forgot to check, were update or not!
ServiceDeskPlus: Exchange with imap/mapi disabled?
Hello everyone - How should I set up ServiceDesk Plus (SDP) on-premise if I have Exchange with imap/mapi disabled? I want to make sure that the email parsing works properly. Is it recommended to use a cloud email service like gmail as the SDP email? Is there any alternative? Thank you.
Associate change not showing for Technicians
Hi All, My technicians do not have the option 'Associate Change' in the actions menu in tickets I cant see which permission there is to give this to them I have full admin permissions on servicedesk and have the options any help will be great thanks Russ
Best Upgrade Path
Hello, I'm looking to see what is the best path to get my SDP version to the latest version. We are currently Sitting at 8.1.0 Build 8116. Is there anything major that changes or is there anything i need to be worried about. Also are there any ppm or updates that i can skip over to make this a little quicker. Also I See that Java 6 is still baked inside the tool, Went is Java 7 going to be added to this? Thanks
Requestors able to close/cancel requests
We tend to get a lot of requests that the requestors want to cancel/close (false alarms, etc). How do I configure the requestors to have the ability to close/cancel requests without a technician having to mark the request as resolved first?
Stop Timer Still works for Custom Status?
Hello, I created a new role and took away technician ability to stop the timer or change the due date. When going to the create a new ticket I see that "On Hold" is no longer a option. Which is perfect. Now I created a new status called "Change Request Initiated" iIn Progress with the status timer of stop. But when i lon on as a Technician "On Hold" is still unavailable , but the new "Change Request Initiated" still shows up in the list? should this not be unavailable as well?
Different ways to assign Priority?
It seems that there is one list of Priorities that is shared by all the types of records, tickets, projects, changes, etc. We have settled on using 3 levels of priority for tickets, and really 2 would be fine. But the IT manager would like to have finer-grained settings for things like Projects where there are a couple dozen going on at any one time and using a "low-normal-high" model doesn't work. I created 10 new Priority levels (Project 10, Project 20...Project 100), but it seems kind of odd
MySql option is not coming while installation
Hi Support, While installing the ServiceDesk Plus on my localhost, MySql option is not coming. It only shows the : 1. PostgreSQL 2. MS SQL Kindly let me know how we can use the application with the MySQL database. I have installed the application with PostgreSQL,please let me know , how I can check the database. Thanks, Sabal
Restrict Attachments from Requester
Is there a way to restrict a user's access to attachments? Some of our technicians require the ability to include screen shots and code in a request, however, we do not want a normal user to be able to see this. If there is no way to restrict access to attachments, where else might one include this type of secure information?
is there a way to show certain categories in the service catalog?
I was wondering if categories can be manipulated in order to show some selected categories in the service catalog templates. Can this be done and in what version?
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