Duplication of authors of user applications
Hello! Our user visits ManageEngine ServiceDesk Plus 9.0 version 9043. Active Directory synchronization is enabled in the domain. When a user creates a new application, he cannot log in to the portal. Error "The request does not fall within the scope allowed to you. Therefore, you do not have the authority to update this request." Also comes duplication of authors of applications, users who go through AD, and by email. How to change? That there was no duplication of authors of applications?
[DidYouKnow - 26] Restrict receiving emails from unauthorized addresses or domains
Hello folks, We often see questions about how to restrict receiving emails in helpdesk from unauthorized addresses or domains. For example, your organization might want to process emails and generate requests only from the domain users, but not from the email addresses outside of the domain. This can be accomplished by simply specifying the domains/email addresses. To configure this, navigate to Admin > Service Desk Configuration > Mail
[Blog] Is ITAM really necessary?
IT Asset Management comprises, Practices and strategies for overseeing, planning, managing and optimizing company-owned IT assets, software, hardware, processes, and data. Maintaining the relationships and attributes of all of these, across every service in your infrastructure. As the organization grows, there is an immense need to have a well organized and streamlined IT infrastructure. So the undeniable answer is, YES. Unfortunately, not many organizations realize its eminence until they become
Cleaning up previous versions and installs of Service Desk Plus.
Hello, I've been looking at the "patch" folder on the Service Desk Server and it's getting a wee bit messy of late. Versions going back to 9.2.0 which we have no intention of reverting to. My question is this: Can I simply delete the old folders? Or is there a specific clean up command that I can run? Thanks. Gary.
[Blog] Benefits of streamlining the helpdesk with self-help
The self-service portal offers end-users first-line support and encourage them to find information, request services, and resolve their issues faster and directly without involving any helpdesk technicians. Whether you already have a service portal implemented or just exploring the benefits, they can be a critical piece for your helpdesk service strategy. Integrating self-service portals as part of the helpdesk offer greater benefits by providing self-help. For instance, many end users are now tech-savvy
[SOLVED] [SD - 83218] Change Request: Unable to enter text in Description field
When creating a new Change ticket we are unable to type content in the Description field. The text displays backwards and acts erratically. Tested in Chrome/Safari on version 11003 and 11004 with the same results. Not able to reproduce the issue in an Incident Description field or in any other Change ticket field under the Plan tab.
SAML authentication failed. Error code: 53
System Ubuntu 18.04, servicedesk 11006, configured SAML authorization through ADFS.When popitke to log in to the Service Desk throws an error:SAML authentication failed. Error code: 53. In the description of errors, there is no such
Technicians can't create new Requesters
We just upgraded to ServiceDesk Plus Build 11006. As a ServiceDesk Admin I can still create a new Requester when I create a ticket. I see the message "Requester Name does not exist. Do you wish to add a new requester as part of submitting a new request?" I can click the OK button and that works fine. But now our standard Technicians cannot do this. When they try they just receive the message "Requester Name does not exist." No option is presented to add the new Requester. We need our standard Technicians
Adding AD intgration to a field
Hi, Is it possible to add another AD intergrated field (other than name) to a request form? Thanks
Report to show tickets touched by a group or technician
Hello, Could you show me how to have a report with the list of tickets "touched" last month by someone from a group or a list of technician? Report in MSQL Version: 9.4 Build 9401 Thank you for your help. Regards François
Import/Export Data to SDP
Greetings, How I can import / export the asset inventory information? Any ideas? Regards.
CORS policy blocking HTTP requests
I am making a web page that makes POST requests. I am doing this with JavaScript and have tested the request with Node. With Node, I get a response in XML on the console, so my code is 100% correct, but when I actually place it in my web page I get a CORS error. This is the error I get: newPage.htm:1 Access to XMLHttpRequest at 'http://mysitename' from origin 'http://127.0.0.1:5500' has been blocked by CORS policy: No 'Access-Control-Allow-Origin' header is present on the requested resource. I have
Link Option
Hi All, Consider we have linked 50 plus tickets. Is there any way to close all 50 requests at a time?
Attachment inside an attached msg-file
Good Day I noticed a problem with the Mail-to-Ticket-Function. If there is a .msg as an attachment in a message, the system does not add it as an attachment but rather as a normal Conversation. However, if there is an attachment in the .msg-File, this attachment is not imported into the system. Maybe this could be fixed in a coming update.
[SOLVED] [SD-80906] Requesters receiving error "Template not found." when attempting to open a new ticket
When requesters attempt to open a new incident ticket using the New button on the Requests tab, they receive the error message "Template not found." The page is otherwise blank.
Hide field in right side panel
Hi, Is it possible in v.10513 to hide/disable the Priority field in the right side panel in the request details view? The field bypasses some of our field and form rules. I saw that there are better customization possibilites in more recent versions, but we're not planning to upgrade in the nearest time. Thanks
Repeated ticket Generation
Hello, Tickets get repeatedly generated from particular requester, We cant find the root cause for this problem, So what are scenarios there for ticket getting generated repeatedly? how to fin the root cause and permanently fix this issue? Regards, Karthikeyan R
Query to include work log details in custom reports
Hi, I would like to know, how can i include work log details of a ticket in custom report? Thanks and Regards, Karthikeyan R
Excel list type editing in Request list views
It would be great to have Excel type list editing functionality in the Request views.
I cannot find access to the work log times that are set when an issue is resolved.
I want to build a custom report with that time as a column in the report and I cannot find the field as an option in the custom report builder.
Software report with software name and username
Hi Team, I have added several relationships to particular software in CMDB, is there anyway to export the relationship between software name and user? Thanks a lot. e.g. Software name User Visual Studio Jacky
Service Catalog Subcategories
In the Service Catalog it is possible to add a Service Category, and a Service to a Category. Is there a way to add a Subcategory layer?
How do we change due date based on priority
Hi, I have set 4 SLAs for security incidents and I have set Priority to change as per conditions defined by us. In the servicedesk request template, there is a field to set the default SLA in the workflow. Once this is set, all requests temporarily set the due date as per that SLA. How do I make the due date change depending on the priority set?
Way for ticket to auto send an email to a company
Is there a way to have a helpdesk ticket send an email to another company based on our categories and our incident templates? certain tickets are for seperate companies and we have their email just want them to be able to receive emails when someone puts in a ticket instead of the helpdesk techs having to send an email themselves.
How do I extract how many users have admin role in our current environment of Service Desk Plus
How do I extract how many users have admin role in our current environment of Service Desk Plus. I feel we have many users with admin rights
Exception while getting FQDN
Hi all, After upgrade to version 10000, I see some errors at serverout.txt. It says [com.adventnet.servicedesk.asset.util.DiscoveryUtil]|[INFO]|[7067]: Exception while getting fqdn during scan :"assetname" [com.adventnet.servicedesk.asset.ComputerSystemInfo]|[SEVERE]|[7067]: Exception while getting FQDN : java.net.UnknownHostException: "assestname". It happens when we try to search an asset. Does it any effect to service's performance. Best regards.
Scanned Software Not showing Install
I'm banging my head against the Software Assets portion of ServiceDesk. I'm honestly not liking it due to menu navigation and inconsistencies of the data it reports. But below are some of my issues I'm having at the moment. Problem 1. In ServiceDesk Plus I go to Assets - Software - Scanned Software and then search for a certain program. Lets say AutoCAD 2018. I'll find it, it'll say it's installed on 8 computers. But when I click on it and go to the Installations Tab to see what computers it's on,
Both http and https
Hi all, Is it possible to use both http and https togather without redirection on SDP. Best regards.
Auto - Merg Sites from AD
Good Day, im hoping i can get some help here. When we setup our Service Desk initially, we did not integrate with our Active Directory, however now after a few years, the requirement has come up. The Office field in AD differs from our Site field in SDP. i need to now merge all the AD Locations with the sites in SD in order for the relevant SLA's to replicate. is there a way we can ensure that AD does not create new sites, but rather continue to merge the sites as i did when i deleted them? When
[SDF-81210] Paste URL into chat
Hi there, I'm not sure if I could be pasting this wrong or if there is an action needed instead? I've tried to paste URLs into the chat window and they just get concatenated. They also don't create a <a href=> link as I'd expected so you can't click it to go anywhere. This would be useful for directing users to Solutions or other company resources to assist with tickets. As the chat window has access to the clipboard, it would be cool for a user to take a screenshot of an error, then paste it into
[ForYourInformation -29] We can filter Service templates
In the latest build of Service Desk Plus 11006, we have introduced a function to filter Service templates. There are 3 filters "All templates", "Active Templates" and "Inactive Templates". The Inactive template filter will show the list of templates, which are disabled. A Service template can be instantly Enabled/Disabled, in order to disable a template, goto [ Admin tab -> Service catalog ] you can disable the desired template from the service template list using the "Disable Service" button.
AD SSO not working
When using AD SSO the SSO debug log show that I'm authenticated but I still get the login page. 2019-11-20 15:18:38: NtlmSecurityProvider: NTLM2 Session Security was not negotiated 2019-11-20 15:18:38: NtlmSecurityProvider: Acceptor negotiated NTLMv2 2019-11-20 15:18:38: HttpSecurityService: 192.168.9.38:50891: DOMAIN\User successfully authenticated 2019-11-20 15:18:38: HttpSecurityService: 192.168.9.38:50891: Installing SecurityProvider state 2019-11-20 15:18:38: HttpSecurityService: MaxInactiveInterval
[ForYourInformation -28] Prominence of Health Monitoring
Hello folks, Technology is everywhere. It has enriched the way we do business, the way we communicate; it streamlines processes, tracks inventory, monitors systems, behaviors. The applications are manifold and when working properly, you can almost forget it’s there. However, when it fails to work properly, the consequences are felt immediately and can ripple through your business. It’s not unusual for IT teams to spend more time reacting to problems than trying to identify them before they cause
General Tasks Behaviour
I believe we have brought this up in the past but in case not, we have some questions about the use of General Tasks: - how does the 'Created By' person view their created tasks? - why are General Tasks not visible to SDAdmins? - how does the owner of a General Task communicate back to the creator? The comment field does not show technicians unless they are part of the 'Not Associated to any Site' group. - is the intent of these General Tasks to be personal use only? Feature Request: - Ability to
[SOLVED] Self Service Portal - text and button modification
How can you change the text in the self service portal? For example, under the "Report and Issue" button I want to change the phrase from: "I am facing an issue" to "I have a problem" I can't find anywhere in html or other configurations to change that.
Survey widget on self-service portal
Hi, Most users on the self-service portal want to see the Survey widget permanently
Requesters having to log in twice.
Hey all, We have an issue since upgrading to 10513 where a few of our requester's log in, then click on 'I am facing an issue' and are prompted to log in again. Has anyone had this occur?....and more importantly known how to fix it? Cheers, Bray
Obtener el Usuario logueado
Mi consulta es la siguiente, Dependiendo del usuario que se loguea en Service Desk quisiera habilitar o deshabilitar algunos campos. Como puedo obtener en una variable el usuario que se loguea al sistema? Saludos Alan
[SD-81194] Scheduled reports containing invalid data
Hi, I have a load of scheduled jobs to send out reports on the on one of our SDP instances and I have jobs set to run every 5 minutes and 2 jobs scheduled for every 5 minutes slot. What I'm seeing is the following on a random sporadic basis - Report 1 for user 1 set to run at 10:00 Report 2 for user 2 set to run at 10:00 User 1 gets report and the email is her email, but the attached report is for user 2. It's like it is running both reports at the same time and then getting confused with who it
VDI environment - VMs and thin clients/dumb terminals - how do you audit this?
Hi, I am doing a hardware audit at our company and I need some advice on how to audit all the approx. 100 employees VMs and thin clients. I am new to the VDI environment, so I am still learning how all this works :) Every employee has a thin client on their desk and they have their own VM which is hosted on the Server downstairs. For example, I have a VM called NatalieVM1 and I have a thin client with an asset tag of 00001. Every day, I log into my NatalieVM1enviroment using my thin client
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