[SDF-77557] Mandate Change Stage fields
Is it possible to mandate particular fields under a change stage? Specifically, we want to mandate fields under the Planning stage prior to the CR moving to the approve stage. Right now the Change Manager often has to push changes back to gather details that should be captured by a mandatory field.
Problem in configuring Office365 account for SDP
Good afternoon, I've the following problem: we're in process of migrating our mail system to O365 and I need to migrate also the dedicated mail used in SDP to generate ticket. I'm doing some tests with a new email and I'm able to configure the outgoing
SLA count
Hi everyone I have a case, How can I configure that if the request is not approved more days do not count SLA how can configure it on myself
Lock incident type to certain requesters
Hello, I am looking for a way to lock a specific incident template to only be able to be used by certain requesters, We created a template for new user requests but only want HR users to be able to use it. Is this even possible?
how to select requests that created between 18:00 to 23:59
Hi, I need to query report for all requests that created in night shift between 18:00 to 23:59 with these columns: - Request ID - Requester - Subject - Technician - Created Time (Date and Time) - Status Thanks for helping
Software Report - DesktopCentral Agent
I have been creating some reports in SDP using information that DesktopCentral is feeding into SDP workstation assets. I now want a report that shows what version of the DesktopCentral agent is installed on all In Use workstations. The report is showing
api add user error
I use postman to call API but response error. parameter: { "user": { "first_name": "Peter", "middle_name": "Rabbit", "last_name": "Atom", "name": "Peter Rabbit Atom", "is_vipuser": "false", "employee_id":
REPORT REQUEST - SOLUTIONS
Hello, Please can I request a report for solutions: REPORT 1 - SOLUTIONS VIEWED Date Viewed User Viewed Solution Title REPORT 2 - SOLUTIONS OUTCOME Date User Outcome (Yes Resolved Issue / No) Comments MSSQL Build Information Your Version : 11.3 Build 11307
cycle
Hi support team who is can help me I want to create lyfe cycle and add status assign i am created it personally. If technician clicked this button the ticket shoud be assigned to technician who is clicked to him Why it is not work how can i resolve
Migrate Database ManagedEngine from SQL Server 2012 to 2016
Hi Guys, i have an existing manageengine system using the SQL Server 2012, and i have to migrate the version of SQL Server 2016, and change the user policy, so in the existing system, i use user 'sa' to connect SQL Server 2012 which using for manage engine database, and now i have to migrate this database from SQL Server 2012 to my new database server which is SQL Server 2016, using the new user to connect, such as 'helpdesk'. The plan is : 1. Shutdown the service of ManageEnginePlus on windows,
Custom Software Report
I'm trying to create a custom Software report. I have this so far but i cannot figure out how to get the total install count. SELECT softwarelist.softwarename "Software_Name", Max(swmfg.NAME) "Manufacturer", Max(softwareinfo.fileversion)
Unknown emails are automatically added to requesters, why?
So we do an import from AD every 1 day to keep our requestersdatabase up to date. We fetch our request from an inbox. This al works great but Suppose that i have 3 members in AD, person A, B and C. Now person D who is not in our AD, sends an email to our helpdesk-inbox. That member is automatically added to our requesterslist. How can we prevent this from happening. We want to receive the mail offcourse, but we don't want them in our requesterslist. Please advise, Kind regards zztemp
Custom View - Technican is "me"
Hi, it would very helpful when under the Field Technican is a "me" which point to the current technican. Currently every Technican must create his own view or use the build in views.
Need a query to export the SDP complete requester list.
Need a query to export the SDP complete requester list. System : SPD build 8127 SQL: MSSQL 2008 please help to provide this query. regards kunal
[SDF-89540] Reply in request without send mail
Hi, In my office, we don't use mail server and I (technician) want to send reply as locally in software like requester. But if I didn't set mail server in admin configuration, SDP error me and mandate me to set mail server settings. I want to reply in request with send mail. What should I do? Do you have any solution for my issue? Thanks for helping
Is it possible to send a automated reminder to requesters
Hi all, is it possible to send a automated email to a requester after a period of time once a ticket ahs been moved to 'Awaiting user feedback' as our requesters tend to forget to respond leaving tickets open until a technician manually prompts the requester.
Problema con el envio de notificaciones y la configuracion de correo.
Buenas tardes Estoy presentando problemas a la hora de enviar las respuestas iniciales de las solicitudes creadas, no me esta enviando los correo y me da el siguiente error "Error al enviar la notificacion" . Les adjunto una imagen del error que me da. No tengo ningun log que me de mas detalles de este error y del porque del mismo. Estoy casi segura que la configuracion de correo saliente en el sistema esta bien dado que lo tengo montado en otro server y funciona perfectamente. El server de correo
EWS / Oauth configuration
Hi, I'm having some issues getting going with EWS and OAuth, and perhaps someone has some input on what I might have missed. Currently on v11.1.0 Build 11133 - clean install for testing purposes. When saving the config I get a popup for 365 signin, where
Fetching mail from Office 365 mailbox using modern authentation?
Hello I am reading that legacy protocols will be permitted to connect to Office 365 after Oct 13 2020. No more POP, IMAP, EWS, etc. What are my options, come October, for retrieving email to create tickets? Presently emails go to a helpdesk mailbox, which is read by ManageEngine to create tickets. Thanks
Bundled postgres role not created by installer
I have downloaded the latest 64bit Linux installer and attempted to do an Enterprise install. The installer completes with a single error: Pgsql Err Msg ------------- Problem in Initializing Postgres !!.. Kindly check logs... I eventually found the logfile
Backup Fail Message
Plenty of times I submit my request but no response from service desk team.
Problem with connecting to the database
Hi. After installing ME Service Desk on the new server, the connection to the remote PGSQL database fails. The error is as follows: Database creation failed. Stopping the Server. Please refer logs for more information Problem while Starting Server System
Auto close request and send requestor notification if X status for X days
Hi, I've looked at a few different methods but haven't found anything that is exactly what i need. I'm looking for a way to check every day for all requests with a status of 'HOLD - waiting on user to respond". If the status is over 10 days old and the
Software & License Management
We are using both ServiceDesk Plus and Desktop Central, and are currently looking at improving our software inventory and license management. Are there any advantages/disadvantages in using either for this? Does license information pass between the two
how to change SDP URL in notification email
Hello everybody we have servicedesk plus and i set this url as "https://itsm.mycompany.com/...." to login that in DNS and i can login in successfully. but there is another url in notification email |(for example for approval stage of changes and requests).
Task and Approvals
Is there any way to tie together task being triggered or closed and approvals? I have a couple requirements and the process would be different for each. Example 1: A change request is submitted to upgrade a system. Initial task are for testing various
CISCO Call Agent integration
Hi, I'm interested in the following - is there any way to integrate CISCO Call Agent into ServiceDesk Plus? Thx in advance
Incorrect request creation
Hi! We ran into this issue a month ago. The author created an request by mail, but this request was registered on the ME with a description of the letter from another request. Subject name is correct. Discription - from another request. How could this
Incident intake form questions
Hello, we're trying to configure an incident intake form in ServiceDesk Plus, and need assistance with the following: Is it possible to automatically access Outlook Address Book data from ME and/or auto-populate ME with specific Outlook Address Book
How to fetch assets's details while crating new ticket
Dear Support Team, I m looking for a way to get assets details of selected assets like serial number, model or product
Auto change requester name from email address
We have an automated email that is sending mail to ServiceDesk plus to create a ticket. I want to be able to change the requester name to a different user from this email address. Is there a way to automate this?
Upgrade to latest build failed.
Dear Team, I was just in the process of upgrading SDP to the latest build when the upgrade gave an error. The error said something along the lines of "upgrade failed" and then tried an uninstall. Checking the wrapper log file I see the following line:
release notes
You have a list of SP's and how the Migration Sequence (ServiceDesk Plus migration sequence | ManageEngine ServiceDesk Plus download old version | ManageEngine ServiceDesk Plus latest version / version history | Upgrade / update to ServiceDesk Plus latest
ServiceDesk Plus restoreData giving a general error
Hey everyone, I am having a restoreData issue that I have not found anything similar to. I have a fresh install of ServiceDesk using a SQL backend. The currently installed ServiceDesk Plus instance is the same as the one the backup was taken from along
How to cancel a request, need your help please.
Hi everyone, I need your help plz! when I cancel a request I must choose the reason for cancelling the request, my question is how to modify this list of reasons and include more reasons that are customized to my workplace? Thank you in advance.
Last Update Time
Hi Can we get the last update time field to be updated using an incoming reply? Most of our requestors use a reply from the generated email that gets sent out through ServiceDesk. The last update time field does not update when this new email reply is
SDP + Desktop Central Integration Blank Page
SDP: 13.0 Build 13005 When clicking on Desktop Central Pages in SDP it shows a blank page.
Field and Form rules script set doesn't act as on edit
My use case: I have 3 fields; First: User text input that is hidden by default Second: Checkbox selection, with an on edit script that will show the first field if a certain selection is chosen and hide it if it isn't Third: Drop down with an on edit
[Analytics Plus e-book] 6 help desk practices that are damaging your customer experience
Hello folks, We're happy to bring you our latest e-book on help desk practices that hurt customer experience. Often, help desk implement new initiatives with the objective of reducing workload and speeding up processes. However, not all of these initiatives
lyfe cycle
Hi support team who is can help me I want to create lyfe cycle and add status assign i am created it personally. If technician clicked this button the ticket shoud be assigned to technician who is clicked to him Why it is not work how can i resolve
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