How to reopen a resolved incident?
Hello everyone, Im using ServiceDesk Plus Cloud and Im trying to give to requesters the oportunity of reopen a resolved incident. When I finish a work I change the incident state to resolved (not closed), so the requesters receive an email with an advice
How to link articles I create to other articles
I'm trying to make an article currently and I am trying to link an old article I made for reference to this new one. I try to copy url but it juts takes me back to the main screen. Any help would be awesome!
Agent Deployment Fails : The system cannot find the file specified.
Hello Everyone. Have been using patch manager plus for a few months now, but today i find that whilst trying to push the agent out to a few computers in SOM i now get the following error. The system cannot find the file specified. I then tried to uninstall the agent on one of the computers that already had the agent and im having the same issue. I tried looking at the account used to push out software through my AD but it looks fine. How do i trouble shoot this?
PGSQL database
Can someone help with a query report for a PGSQL database for the guidlines below? Response time - the time between ticket creation date and the first technician response Resolution time - the time between ticket creation and closure dates Average number of tickets created per day Average number of tickets closed per day
How to execute a Powershell script
Hello, I'm trying to run a Powershell script on DC, but when I add the script to the Script Repository and deploy it, even though the result is "Executed", when I go to the computer on which the deployment ran, it's like nothing really happened. The question is, how can i run a Powershell script on DesktopCentral...? Am I doing something wrong or is the capability not available? Thank you.
[SOLVED] I need to make a API Request to assets and get info
I want to make a API call to get asset info. The info I need are attached below:
Field Form Rules -> Picklist Options
Hey, i created a picklist field and now i want to filter some Options but for this i Need to put all the Options i got in a variable. Is this even possible ? So far i can add Value or text in a variable but i dont see any solution to get the Array of the Options. Background This pickfield have Options like (field1) 1 Free 2 Free 3 Used department bla bla 4 Used department bla bla . . . Now i have another pickfield where the user can choose: (field2) - take a free Slot - Change rights on an existing
ServiceDesk Plus Development Bug Tracking / Feature Requests
Greentings All - I am a new member to the community, am using the trial of ServiceDesk Plus, and am ready to propose purchase of Enterprise, but my experiences in clarifying bugs and announced features not yet available is preventing me from completing that proposal. While their is good documentation for many of their products, there is no documentation or consistancy that I have found with ManageEngine / SDP support. I will share some experiences, and I will share some ideas. Please share your
See overview of a group of assets
Hi. I manage a building that has classrooms and was wondering if there is a way to use the dashboard feature to view a status of our rooms. Basically, if a room has a fault and is logged with an external vendor then I would like to see this info somewhere at a glance (bonus points if it can be seen via mobile too). The reason for this is that one service desk agent will report the issue, then later in the day there will be another class, and the issue gets reported again and so on... I would just
A;dmin- Requesting assistance-please
Hi, I am the admin on this server (Win 10 creators edition); the boot record has been changed and I am unable to boot it with a disc or usb. Have gotten into the HP accts by accident though issue persists . ******* How to fix and set bios to resume admen duties??******* All assistance is greatly apreciated and referal for a remote technitian would help too.
Problem with reply template
Hello, We edit the default template response to keep the ID and Title for the request on the subject, as imagem bellow. Because we need something like: Re: [Request ID :**25**] : Test For the first response is working fine, because the subject of the first email is 'teste assinatura' But for some reason it's taking the full subject of the last email and increasing in my answer, so that: $Title for the last email received = RES: [Request ID :**5**] : teste assinatura My reply template "Re: [Request
Default selection in Technican Field is not replicating when a request is made
Hi, I make a selection default in the Technican field on a particular template, and save it, but when I create a request based on that template the field does not bring the default value. Instead it is empty. I try the same thing on different templates and it works. I deleted that template and made a new one with the same configuration, and it doesnt work. Please advise!!
Cannot edit Support Groups (Sorry, an error ocurred)
I cant edit support groups, and as a result of whatever caused this some technicians cant create service calls assigned to these groups.
Issues with closing tickets
Since going from an eval license to a full license now when trying to close a ticket it says that certain fields have not been filled in but they are now not showing? So I have multiple tickets I cannot close. Any ideas?
Import Accounts and othes modules from ZOHO CRM
Is it possible to import data from ZOHO CRM? How to? We´re using version "9.2 Build 9232" of ServiceDesk Plus and the "old" PROFESSIONAL version of Zoho CRM.
Business Rules
Hi, I would like to hear examples of how you are using the Business Rule feature within your organizations. I'm new to the product. Thanks Terry
Multiple email Domains managed in one ServiceDesk
Hi, I would like to know if its possible to centralize support for different domains, for example my company has 2 branches, one for development and one for auditing, each one has its own domain with its own "support@domain.com" email and since they belong to a centralized administration we would like to manage request from both domains in one servicedesk, is that possible?. I have checked the SITES option, but it does not seems to do what we desire, rather it seems to be a tool to manage different
Weird issues out of nowhere - Support Needed
Technicians are getting the following error when creating tickets: They choose the requester, whose associated to his site, and his information is autopopulated. No problem creating the ticket... But once the page refreshes and we're redirected to the created ticket the error quickly pops up and the Site field isnt populated - it says "Not associated to any Account". We verified the configuration of the Sites in Accounts and nothing has been changed, everything was working fine until today. Requesters
Is there a "Make ALL Conversations Public" option for SD Plus?
Hello, Our comany has an automated system that's configured as a Technician and auto-completes some specific requests for us - including making notes, attaching output documents, and sending automated e-mails. Among the things it does is send an acknowledgement with important output information to our e-mail when the request is completed, and attaches that e-mail to the request for the requester to view, and then closes the request right after. The issue is that the attachment is private (I read
Tasks on Safari crashes the window
When you go to create a new task off a ticket in Safari it will crash the tab.
SMTP settings, please help!!!!!!
Hi there, We are using the AD Manager Plus and Exchange 2010. My organizations SMTP naming convention is Firstname.Lastname@Domain.com. Our problem. Currently if the new SMTP address conflicts with the pre-existing SMTP address. A legacy mailbox is created with no associated email address which then affects the creation of the users Lync account. If a user already has an SMTP address e.g. John.Doe@domain.com and a new user is being created in AD Manager Plus with the same names (John Doe), when it
Change Tag for the tickets
Hello, But default the ServiceDesk On Demand uses the tag ## on the tickets "Re: [Request ID :##$RequestId##]" What we need to do to change this tag for ** for example '"Re: [Request ID :**$RequestId**]" We already change all the reply templates and notifications, there's anything more that we need to do? -- Tainã Rodrigues
Need Some Help Deploying a Specific Update
Hello all! I am having a bit of an issue and I am at my wits end with it. I am not sure if my problem is being caused by ManageEngine or if it is being caused by the program that I am trying to update. Anyway, here is the issue. Where I work we have a specific program that we are trying to upgrade. The program has a .exe file by the name of "Upgrade". Now, if I go through ManageEngine > Software Deployment > Create a Package and try to deploy it, it will say in ManageEngine that the deployment was
Using tray icon to send help desk emails
I can send help desk tickets with the tray icon when I am logged in the pc. How do I setup this feature for everyone? It fails when anyone else tries to use it when they are logged on. I am sure this is simple but not sure why it only works for me. Thanks, Marc
SDP - Email Signatures
So I've seen the $EmailSignature variable on replies. I am wondering, where do I configure this variable so that notifications have said Signature?
License in use
What field indicates how many nodes of my license I'm using ?
Help to create device template for Dell Switches
Hi, I got the MIBs for Dell Switches and I would like to create a template for them to show the CPU, memory utilization, Backplane etc etc.. Any help? thanks,
Migrating to Service Desk Plus 9.xxxx from 8.xxxx
I am reaching out on the Forum as we are still running Service Desk 8.2 Build 8211 and are getting ready to migrate to 9.0 current build. My question is how different is 9.0 to 8.2 and were there any gotchas that people ran into when they migrated? Did anyone load a play version of the 9.0 before migrating there production system to the current version so they could check out the differences. Was it successful. Any feedback would be fantastic and very useful.
How to Monitor a Progress DB ??
Hi, I have a problem, I need monitor a Progress Database, but I don't know how to start to do that , the Manage Engine Team said that maybe I can do that with an script to connect to the database, but I don't have idea on how to do that , could someone help me , I will appreciate. Thanks
Mail on certain actions
Hello how do I user "Alert the following technician(s) by e-mail when a new request is created" but I want it to be Support group / Site based so when a email arrive to site Y technicians to site Y is alerted etc.
After installing SSL certificate
Hello, So I went through the process of installing the SSL Certificate and I finished going through the instructions. Before I did that, I also changed the port for SSL to 443. Now I'm trying to access the website for ADSelfService Plus to log in and see if the certificate is working but it will not let me to the site. It is saying this page cannot be displayed. Is there something I should be doing differently to acces the site? Thanks
Help for users
I'd like to suggest that admins be given the ability to provide help pages to their users for each service or incident template they provide. These pages should be customisable to be specific for each separate form and should be selectable either by a prominent help button or by clicking a tab. The help text could be displayed below the form as is done in the admin wizard pages. Users should have the ability to turn off the help pages if they so desire.
Upgrade SD+ enterprise to professional
I want upgrade SD+ enterprise to professional, but i want keep all files and data. What i have to do?
External Access / IPs non locals (SD)
How i configure to access the SD with a ip non-local?
External Access
(ServiceDesk) I'm trying to make settings so that it becomes a handy tool to my affiliates 'external', trying to make a connection outside my local network, but am having problems in this regard. how do I set up an external connection?
Automatic request
I have doubts in the process of automating emails. Necessary that all the emails that are sent to an account is opened automatically request. What we need to parameterize it? What are the ways? I've Set up the account, gave okay! Is on running and nothing else. Another point, after this setup, is there any place where I have the vision of the inbox those emails?
Tickets aren't being marked as read in Version 8
I'm using version 8.0.0 (Build 8000) and tickets don't get un-bolded when I read them. We were previously on version 7 for several years and began upgrading and with each upgrade something broke worse and worse until the final version 7 build wouldn't even load the app. After upgrading to 8.0.0 everything clicked back to working so I was afraid to upgrade further. Any chance I have a setting that needs changing to get tickets to unbold themselves on the "Requests" page after I view them? Thanks!
Agent Install Script Not Working
I've been trying to use the script with GPO to install the agent on our workstations on login. I am unable to get the script to work.
Information-bubbles for Requester in Request Templates
I would love to see a feature, that let's you add a kind of "Info Bubble" (Help text) for any field in every Request Template. This would help to improve the quality of information provided in the webform by Requesters. Something similiar to this:
OpManager Won't start
Hello, After my linux server has crashed OpManager won't start. I have copied the .vmdk (Vmware virtual disk) to another server. And when i am starting ./StartOpmanagerServer.sh i get the message. Please enter License file path: Any help?? Greetings, Meerman
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