RequestLink has wrong domain
In the automation section where there are notification rules, the $RequestLink variable is generating a bad URL. I've read this forum and have tried remove the request link and adding it back. It's picking up the wrong domain. It's using a domain we no longer use. How do we change the domain name that's generated in the $RequestLink variable? The documentation on this by the way is terrible.
Not all sites are displayed
Hello After upgrading to a new version, not all sites are displayed when selected. Although they are. I have to click on the full edit request and select there. Also, they are not visible when creating a new specialist. I assume that it is necessary to re-index the database. Can you write instructions on how to do this? Or maybe there will be other tips?
Problem to configurate Customisations / Automations Request
Hi, I wanna know if someone can help me ¡¡ I wanna configurate automations request following this link: https://pitstop.manageengine.com/portal/kb/articles/update-request-status-when-a-new-reply-is-received But i stuck when the documentation tell me this: 2. Edit the configuration.json and update the values. I don't understand what value i need to put into it. Can someone tell me how i can do this ?? Best regards.
[SDF-69934] Increase character limit when sharing request
Hi there Can we increase the character limit when sharing requests? It is currently pretty low.
Variables for Notifications are not displayed
Good Day I have a Problem with the variables for Notifications. I added a "User – Additional Field" and I want to use the Field in a notification template. However when I type in the $-Symbol in the editor of the notification. The Field I added is not displayed. Could you help me out there? Our use case is that we would like to personalize our Notifications with "Dear Mister last name" or "Dear Madam last name". We have saved this information about the user in our Active Directory and we are able
Trouble Parsing E-mail Signature in Conversation View (10509)?
Version 10509 If pipe characters ( | ) are placed in the Personalize | E-mail Signature field, they seem to be parsed as carriage returns in the Conversation View. Anybody else encounter this, or have a fix? Example Sig: Joe Smith | Support Desk Specialist | BlueGreen | 801.649.9999 | Salt Lake City UT Is displayed like this in the email conversation view making it VERY long if you have multiple replies : Joe Smith | Support Desk Specialist | Blue Green | 801.649.9999 | Salt Lake City UT
[DidYouKnow -2] Dynamic user addition
Scenario: One of our customers had come up with a question that new users are added to their active directory quite often and yet to be imported into ServiceDesk Plus. As you maybe aware that maximum frequency allowed is once a day for users auto-sync from AD can be scheduled once a day. Hence, he had to import the users manually multiple times a day to let the new users to login to the application that consumed lot of his time. He wanted to check with us if there is a better way to handle this.
[DidYouKnow -1] Build an efficient request approval process
The creation of an approval process is vital to the functioning and efficiency of an organization. To create this process, you must take a close look at your current approval workflow and record all the steps that an approval must pass through. With ServiceDesk Plus, we can now restrict whether approval can be sent to anyone or only system users or service request approvers can approve a request, allowing users to approve their own requests and so on. In most scenarios, when a request is submitted
PDF Viewer
We were happy to read the release notes for 10507 and see the attachment viewer window finally had PDF support; so we updated this week to 10510. In chrome though, it doesn't seem to work and the readme doesn't have much for details. From what I understand, chrome has a built-in viewer, so how do I get this to work?
Build 10510 - Delete REQ/INC/PRB/CHG + Reset Counters
Hi there, We're close to switching on our instance to live and I need to delete the dummy content we've been using for testing and reset the counters. I've seen from the forum posts that this can be very build specific. Can I please get some instructions on how to achieve this with the above build? I'm reasonably sure we're using MySQL. As this is a common task in new deployments of a SD solution could this activity be built into the application in the Admin settings? TIA, Dave
Stop response due by date with workflow
Greetings everyone, I am using service desk plus on Demand and I was wondering, if there is any possibility to stop the response due by date using the workflow. We send automatic mails out of the workflow by going through it. Normally a mail sent out of a ticket will stop the due date, however the same does not go with mails sent by the system out of the workflow. Is there any possibility to achieve this or to for example stop the response due date with a ticket-state? Thank you very much!
[SOLVED] "SDF-72081" Can I change the link text that $SurveyLink generates?
It appears that when I use $SurveyLink in a survey template, the resulting email has the following text for the 2 links: Attend Survey Skip Survey Can this be changed? "Attend Survey" is not really common in American English. "Complete Survey" or something similar would be better. Can I change it?
Non-AD users able to request a SD+ requester account?
Hello, A third of our workforce actually have AD Accounts, the other two thirds do not. I am going to be setting up an HR Section in our Service Catalog and we need those team member that do not have AD account to have the ability to request a local login from the login page with the ability to use their personal e-mail address. How can i go about setting this up?
IT analytics in 90 seconds: Derive unified insights by correlating IT Asset Management with Incidents and Changes
Improve resolution times and reduce the impact of downtimes on business by using Analytics Plus to draw unified insights of assets, incidents, and changes. If you're not already using Analytics Plus, download your free 30-day trial today.
Deleting Old Open tickets
Hi, Is there an option to old tickets (huge in number) in one bulk operation. Can you pl let know if such an option available. Regards, R Karthikeyan
Installing on fresh Debian 10 (64 Bit) VM fails
Hello everyone, I was trying to setup a new installation of HelpDesk Plus, but the Installers stop with following code: =============================================================================== Pgsql Err Msg ------------- Problem in Initializing Postgres !!.. Kindly check logs... PRESS <ENTER> TO ACCEPT THE FOLLOWING (OK): So my question, where are the logs and what could be the issue? Thanks for every help! Cheers, Stephan
report on individual response times
Dear team, I would need a report that lists all individual tickets and their response time.Can you please assist?
Copying and pasting from word document into solutions article
I'm currently setting up our knowledge base and copying and pasting existing knowledge base articles from word to the solutions editor. It does not copy correctly. It double spaces lines etc and makes it look weird. Is there going to be an upgrade of the solutions editor or is there a work around. I have attached a screenshot showing the difference. Very annoying as I don't want to rewrite all the information. Cheers, Jamie
Error while upgrading
Hello, I'm trying to upgrade our servicedesk application from 10.0, 10013 to SP1 and i'm getting the following error: 13-aug-2019 14:25:50 [com.adventnet.servicedesk.updatemgr.util.SDPatchValidatorUtil] [INFO] : Going to execute the SQL :: [select t1.TABLE_NAME as LOCALTABLE, c1.COLUMN_NAME as LOCALCOLUMN, t2.TABLE_NAME AS REFTABLE, c2.COLUMN_NAME AS REFCOLUMN, FKColumnDefinition.FK_CONSTRAINT_ID from FKColumnDefinition inner join ColumnDetails c1 on FKColumnDefinition.FK_LOCAL_COL_ID=c1.COLUMN_ID
Powershell Script issue
Alright, I give up. I've been working on it a couple days now and I still can't get it working. Hopefully someone can tell me what I'm doing wrong. Let me start by saying I am not at all interested in setting up Python on my server. I'm sure it's wonderful, but I've already got my hands full and I can't afford to put Python on my to do list. So, I'm trying to set up adding an approval and sending the mail via Powershell script as a Custom Trigger. My SD install in on prem, and version 10.5 (build
API V3 - search_criteria children
I'm trying to set up a search query using children in the search_criteria (as per the API guide ), however this throws a 4000 error on query. The query works fine if I split it in two and combine the results, however a single one would be better "list_info": { "row_count": "50", "search_criteria": [ { "field": "site.name", "condition": "is", "logical_operator": "and", "values": [ "Sydney","Melbourne","Singapore" ], "children": [ { "field": "site", "logical_operator": "or", "condition":
Message in Notification Rules
Hello everybody, since the update to version 10.5 build 10510, the messaging rules are confused. I have attached a screenshot. Greetings Jan
How get notifications from json request?
Hello Is there any way for get new technician's notifications by json request?
Roadmap update
Can we have the roadmap updated? The last was in June. Thanks.
[ SDF-81277] Pick List sort
Hi there, I have a pick list in the 'Change - Additional Fields' that has the values {High, Medium, Low} It's sorting alphabetically so it offers the options as {High, Low, Medium} It's not that important but it doesn't make sense in the context of what I'm doing. Apart from using something like {1 High, 2 Medium, 3 Low} is there any way around this?
Service Desk admin configuration changes audit report
Hello, I want to know if i can perform a query to audit the changes made from SDAdmins please? thanks!
[ SOLVED ] Spam Filter Does Not Work
I am trying to block some emails but the spam filter is not working. I've tried the following rules with no success. sender ends with .ru sender ends with .xyz sender ends with @domain.com None work if either only one rule is enabled or multiple. We are using version 9.1 build 9121. Thanks
Due Date/Time vs SLA
Hi, I have a couple of instances where requests have failed SLA due to the user responding to the call closure email unnecessarily, which reopens the call and takes the SLA past the due date and time. As this isn't a genuine SLA failure it is possible for me to manually calculate a new due date & time, based on the genuine time remaining to fix the call within the specified SLA period. However, when I change the due date & time the request is still flagged as an SLA failure, why? Example - 8 hour
Field and Form Rules - Execution Order?
Hi there, I'm trying to do something simple and I don't understand why it's not working. Firstly in the rule onFormLoad I execute a script to: $CS.removeAllOptions(["SUBCATEGORY"]); Then I have an action (not a script) in there to 'Add Options' to SUBCATEGORY = [Option 1, Option 2] (Although I did try to add the options in a script and that didn't work either) When the form is loaded for the requester or technician, SUBCATEGORY has no options. They are existing entries in the subcategories list but
How setup authentication user by ADFS?
Product : ServiceDesk Plus Version : 9.2 Build 9235 Reference URL : https://www.manageengine.com/products/service-desk/ad-sso-integration.html After run script power shell on AFDS Machine : adfscript_2012_r2.ps1 Pending Step for setup first page on ServiceDeskPlus 1. How enable page Admin->SAML Page on my Server? 2. How to change login page to Login in URL of server ADFS? (e.g. https://<server>/adfs/ls 3. How to change logout page to URL recommend from script?
Setting up the cascade reply before auto close.
is it possible to have Help-Desk auto-reply after technicians sent last reply? What we are trying o do is to reply to user and have have help-desk provide 2 additional follow-ups; 1st one after 48 hrs and than 3rd one 24 hrs later. after that I would like to have the ticket to auto-close. Thank you, Vel
Asset Explorer Problem
Hello Team, I am using ManageEngine Service Desk Plus 10.5 Build 10500. for Asset management we use Asset Explorer to manage our assets after installing the ME Asset explorer agent to all the windows devices when i click " Scan now " button and try to scan the devices it gives me an error : FAILURE :Timeout in agent communication. i did some basic troubleshooting : - Network speed is 40 Gig / sec so its not slow - Connectivity from server to client is fine, i did telnet with port
slaauditservice fails on startup
We are moving from one machine to another to host our ServiceDeskPlus Windows 10 x64 Service desk build 9400 (upgrading not an option at this time) On our current machine we are running version 9400 On our new machine we are also running 9400 After backing up data on the old machine and migrating it to the new machine and restoring the data through the restorData.bat successfully: SLAAuditService fails on startup when running run.bat and shuts down. It was working before the data restoration. Any
Service Desk Plus User Conference in Toronto, Canada
Join us in Toronto for our first ever User Conference in Canada: 3 days of invaluable training, and fun networking! We'd love to see you in Toronto for the ManageEngine User Conerence from September 10 to 12, 2019. It's going to be three action-packed days designed to help you get more out of your ManageEngine experience - with an entire track dedicated to ServiceDesk Plus with parallel sessions specific to ServiceDesk Plus Cloud! Click here to check out all the details. Here's what you can
PROBLEM TO UPDATE
Dear, good morning. I am trying to update the platform Service Desk Plus (Current version 10.0), but the following "INVALID NODE" messages appear to me, from what I have read, I understand that it is not an error message. But after proceeding with the update, it shows me an "Unexpected Error" message and I cannot continue with the update. Referential image is attached. Greetings.
PROBLEM WITH THE MAIL AND NOTIFICATIONS
Hi, I have updated ServideDesk Plus to the latest version (Version 10.5). (It was updated from version 10.1 to 10.2, and then updated from 10.2 to 10.5) I have had the following problems: -Email is not sent to the assigned technician -Email is not sent to the email to notify -The sending of email to the requester , works only with some users. I have reviewed the notification rules, and everything is set correctly. I have verified with google bussiness support and there are no blockages for the email
[ForYourInformation -2]: Now you can Broadcast messages to particular group or site
In older builds we had limitations only to broadcast message either to "All Technicians" or "Logged-in Technicians" we all know how difficult it was to restrict the broad message to a specific set of people, now we can restrict the important message to a specific group of technicians or specific site technicians in just a click. This new enhancements in "Broadcast Message" feature is available from Build 10503 (reference id SDF-69242) How to Broadcast the message to a specific group of technicians
Requester would like to close their own requests in Self-Service Portal
Hello Community, our requesters would like to be able to close their own request in the Self-Service Portal. Currently, they can only do so after a technician has processed the request. Is it possible that requestors change their own request status independently of a technician? We are using version 10.5 build 10503. Thank you for your advice.
change localhost:8080 to local URL
hello Team recently we have installed service desk plus in our orgnisation, now after default installation applcation ruuning with http:localhost:8080 URL in my Server 2012 now i want to start servicedesk on client side by going to particular local URL which redirect autometically to default http:localhost:8080 so please assist how i it can possbile. creating ticket by typing localhost:8080 looks very unprofessional
Java standalone application? Any Servlet container (like Apache Tomcat) behind?
Hello I wonder is this ServiceDesk Plus web application is deploed as a simple java standalone apprication? I would rather expect to have enterprise applications deployed on scallable application servers like Apache Tomcat at least. Any info on this would be appreciated. Thanks and regards, Alexey
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