ManageEngine Support
What type of accountability does ManageEngine have when you cannot meet your own SLAs for a product that supposed to help customers with ITIL standards who have been loyal to ManageEngine for over 10 years?
Service Catalog Approvers
Hello Everyone, Is there anyone knows if there is away to show all users that are imported from AD in the Select approvals section just like when looking for a requester name. I have assigned some users to have service approval rights but what I want to do is to show all users as approvers. Thanks in advance
Unable to save the organization details
HI, I am unable to save the organization details when clicking on save. it shows the default value "my org inc" Kindly assist
Servicedesk failing after upgrade from 10.0 to 10 sp1
I was upgrading our Servicedesk from 9.4. to the latest 11. I successfully completed the upgrade to version 10.0. I ran another backup, started the next upgrade for 10. SP1. The process keeps failing at about the 15% mark and says it is having problems upgrading DB. Now the helpdesk service starts and the webclient runs but the webpage does not come up. So I tried running the run.bat file and this is what I get: Thanks for any help, Tom
Report - Flexible date range - x days
Hi there, I'm not good at creating SQL query reports... Can I please request a date range function WITHIN THE REPORT GUI that allows me to specify a range as x days from / before today? For example a range of between today and 10 days from now in the future / past. 'This week' and 'Next week' would omit a lot of data if they are run mid week for example. It would also allow us to schedule relevant reports without having to amend to a specific date range each time. Or at the very least could you please
Fetching mail from 2 accounts
Hi all, I've been tasked with essentially creating a version of the servicedesk in which our facilities team can view related jobs to them. I'm having an issue when attempting to fetch mail from the second(facilities) address. Both of the addresses are listed in the incoming tab on the mail server setting. The original address(our tech support one) is working flawlessly. I have created groups and roles after following older guides on how to set this up. Technicians have been assigned to see the
ServiceDesk Plus Mobile Application
I'm pretty sure I know the answer to this question but I've been instructed to ask it anyways: Can you manage projects via the mobile application? And if you can't manage them can you at least view them? I'm assuming the answer is no to both questions but I wanted to be sure.
Field and form rules
Hi! I've created a form but when I select an item in a dropdown list it does not show the fields, instead it shows this: What can be wrong? This happened after the upgrade of SDP I believe
Set ticket priority by e-mail
Hi, if I compose new ticket using e-mail (windows outlook) then if I set priority "High Importance" then new ticket is created without priority set - priority is empty, so how could I set priority using e-mail clients? thanks
Query Report
I am running the below query, but the last two columns do not display with the title Subcategory and Item. Also, the item category is not displaying the correct description, it is displaying the Subcategory description. After the query is a screen shot of the results when running the query in ServiceDesk, the second screenshot is the correct data when running the query in SSMS. SELECT WorkOrder.WORKORDERID ,SDUser.FIRSTNAME ,SDUser.LASTNAME ,WorkOrder.TITLE ,workorder.DESCRIPTION ,RequestResolution.RESOLUTION
Not able to create " Incident - Additional Fiends - New Field"
Hi, We have not able to create the New Field in Incident-Additional Fields error "New Field Addition Failed".
[SDF-35886] Feature Request: Filter for Reply Templates
Testing the new custom reply templates and would like the ability to filter Templates by: - All - Created by yourself Also the ability to associate a template to a specific support group and filter by group.
[SD-79498] Organization Details won't save on new install
I have a new installation of ServiceDesk (Free) version 10.5 Build 10504 (June 20, 2019). When I try to edit the Organization Details, in the Configuration Wizard, my information won't save. When I click the Save button, the window redraws and the data is still the default (Name: My Org Inc, Address, Logo, etc). I've tried two different browsers on two different machines with the same results. Anyone else seeing this issue on the latest build?
v10512: Blank Approval email bug fix
SD-80743 : In some cases, a blank approval notification email is triggered. --------------------- Can you elaborate on this bug fix from this release. In version 10017 we recently started using Stage 2 Approval and have seen blank notifications sent out when the following prompt is provided: Last night we upgraded to v11003 and still experience the same blank approval email when submitting an Approver via this prompt.
[SDF-38075] New Reminder with default "Remind me before" on 15 minutes
Hello, is it possible to store a default value of e.g. 15 minutes for the reminders? This value "Remind me before" is unfortunately often forgotten and then the reminder does not take place. Thanxx Chris
User Conference
When is there going to be another User Conference in Canada or the United States?
Request Dependency Limit: 15
Hello, we're getting an error saying the number of Requests in a dependency group should not exceed 15 (shown below). However, you can change the "Show # per page" setting to be 250 per page, which suggests a much larger number of dependencies is allowed. Is the "number of dependencies allowed" a setting we can increase?
[Tips & Tricks ]Automation to close a ticket when approval is "denied"
We have an Automation in ServiceDesk to close a ticket when its approval is "Denied". This feature is available from 9315 builds of ServiceDesk Plus. In general, the technician had to manually close or change the status of a ticket when it is denied by the approver. An admin of ServiceDesk can enable this option at [Admin tab -> request closing rules and enable "Close requests automatically if approval is denied." ] Click here to know about this feature. Next - [Tips & Tricks] Restrict editing
[Solved]Close request when reject by approver
Hi, I wanna to close request when this request rejected by his approver. What should I do? Do you have any solution to solve this issue? Thanks
Servicedesk SSL LINUX version 9409
Hi can you help me I have the servicedesk solution in a linux environment where I want to publish it by https I already did the steps of keystore and csr I already have my certificate which matters to my keystore but at the time of modifying the file / home / user / conf / server.xml to enter the keystore name and password, start service and send me an error message PR_CONNECT_RESET_ERROR. The port has already been changed 443 to https. Can you help me, please.
Report Request - Opened, closed and backlog
Commented on another post, might be simpler to keep separate - report request please. MSSQL 9.2 9227 Ultimately, I just want a report that shows for a given period: Tickets Created in period = (Created Date in period) Tickets Closed in period = (Completed date in period and any value for created date) Current Workload / Backlog of requests = (Any Creation Date but Status not equal to Closed or Resolved) And this data split by current support group. Thanks in advance
Incident Template vs. Service Catalog
I am having trouble understanding the difference between the Incident Templates section and Templates I can build in the Service Catalog. It appears that I can set the request type in each as either a service or and incident so why are there two seperate systems for creating templates?
Support Group - Send reply from alias address
Hi All, Not neceserily an SD+ problem but it's having a dircet affect on SD so thought i'd try you guys. So we have supprt desk setup with a primary Email of DD@ourdomain.com We have also have support groups configured. We have aliased an Email address for this group (DS@ourdomian.com). If a ticket is sent from an external address to the alias address then the ticket is correctly assgined to the correct support group. Great! However, when we reply on that ticket, the reply is sent from the primary
Autofill Additional Fields in Request
I am trying the script below: /* * Use case: Show user additional field details in new request page. * * Input: * * requestAdditionalFieldID is the id of the field available in new request page. ie. Location * requesterAdditionalField is the display name of the user additional fields. ie. Userlocation * * * */ //-----------------------Inputs Required--------------------// var requestAdditionalFieldID = 'WorkOrder_Fields_UDF_CHAR3'; var requesterAdditionalField= 'Adres'; //-----------------------Inputs
How to add SLA column for requester
How to add SLA column for 'requester' Thanks,
[ForYourInformation -6]:Help text fields will have a rich text area in Incident and Service Templates.
A Guide or Hint will always make people happier and comfortable, when they are in a new place or when they are looking for something specific. In a HelpDesk environment, often technicians would be burdened with new tickets submitted in an incorrect incident template and getting repeated calls for simple issues. Though we have several methods to spread the solution/workaround for issues, like user guides, knowledge base, etc, still users may need a handy guide. In Service Desk Plus we had the "Help
How to trigger reminder emails to those with tickets in a certain status?
I want to trigger notifications to end users who have service desk requests in a status of "On Hold - Requester" every 24 hours for 72 hours then automatically close the ticket after 72 if they don't change the status back to open. I have created the notification and when playing with triggers, I can't seem to find anything in the system that allows triggering off date since status update or something similar. I don't even need an exact date, it would be roughly every 24 hours.
Reports - Date Picker
Hi There have been date pickers (Calendar Controls) in reporting products for over 20 years. SSRS has it, Cognos has it., Visual Studio, Power BI, etc..pretty much every reporting tool every made has date pickers. Currently you have to pick "last week", "last quarter"....etc. You cannot pick a date range??? Can you please add Date Picker / Selector controls to the reporting module? They are needed by everyone.
Download List of business rules
Hi, There are quite a few business rules that have been configured in the system till date and there is a requirement to audit the list as on date. Can you pl let us know if there is a possibility to download list of business rules with details/catgeories such as Priority, Group assigned to and so on. If so pl let us know how to download the list pl. Regards, R Karthikeyan
Need a report to show all PC's less than 8 GB of Ram with how many memory slots are used
I'm looking for a report to estimate costs. I need a report to show all PC's with less than 8 GB of Ram with how many memory slots are used running Windows 7.
ManageEngine User Conference 2020 - Mumbai
Dear users, We are pleased to announce our first-ever Indian User Conference. Get ready to join us at the ITC Maratha, Mumbai for 2 days of learning, and fun! We'd love to see you in Mumbai for the ManageEngine UserConf '20 from Feb 5-6, 2020. It's going to be two days packed with expert keynotes, product demonstrations, a kickass bash, and more! We've even got an entire track dedicated to IT service management - click here to check out all the details. Highlights: Check out our latest products,
Setting Change Approver
Hi, Does anyone know if it is possible to set the Change Approver using a script? I am currently setting the Change Manager using a script but cannot figure out if I can do the same thing for the Change Approver. Ideally I would like to set the Change Approver according to who the Change Owner is. Thanks In Anticipation Ian
Java Support Moving Forward
With most of the tools and apps within ServiceDesk Plus requiring Java, and most browsers dropping support for Java, are there plans to develop a different tool set anytime soon? I ask because we are slowly moving away from IE 11 and are heading into the realm of Chromium based browsers. Unfortunately they do not support NPAPI.
Jira subtasks and source code management
Hello All, Our organization is looking to consolidate our 3 ticketing systems to 1. We are currently using ServiceDesk Plus, Helix/TTP, and Jira. One of the requirements that the business has is that the ticketing allow source code management. Is this possible within the ServiceDesk Plus environment or is it something exclusive to an ALM? We are also looking to be able to connect to Git as we use that for code testing. Is anyone using that in ServiceDesk Plus or is that also only a feature of a true
Remove the AP from Subject of mail approval
Dear SD Team, " ##AP## Approval required for a Request # 111" We want to Remove ##AP## for sending approval mail subject
keystore certificate error signed fields invalid
In last step to add ssl to servicedesk plus keytool -import -trustcacerts -alias <your_alias_name or [Domain Name]> -file your_domain_name.crt -keystore sdp.keystore This Error accorded: keystore certificate error signed fields invalid
ManageEngine Servicedesk Plus Rest API for GET and POST
Hi I tried to View all Request in ManageEngine Via Get method through Postman and Python code with certain INPUT PARAMETERS but the output got is default output. INPUT Parameters are not being considered. The same thing is working on ManageEngine Servicedesk Plus API console. Neither are we able to POST data to it via POSTMAN and PYTHON Code. Please suggest a solution to it. Urgent!!! Thank You
approvalconfig.csv file location
Hi, Where shoud I put approvalconfig.csv file in conditional approval script? I have this error: Message : Traceback (most recent call last): File "ConditionalApproval.py", line 32, in <module> with open(filename) as data_file: FileNotFoundError: [Errno 2] No such file or directory: 'e:/Program' Regards
[SDF-56484] Scheduling reports - Based on data availabality for the report.
Hi , 1. We have a few scheduled reports that is intended for reminding the technicians/ users to change the status of the tickets to appropriate Status. 2. Irrespective of the tickets avaialable as per the set conditions in Scheduled report, the mail is forwarded to the mail IDs as updated in the scheduled reports. For eg: even if there are no tickets for which action is to be intiated, the mail is forwarded with NIL data. 3. Can you pl let us know, if we can curtail forwarding of scheduled reports
Any idea on app
Hi, I was wondering if there was any chance you were developing a desktop app instead of the only way to access being through a browser? Thanks
Next Page