How to configure mail setting on Service Desk Plus with Office365
Hi all, I would like to configure mail setting on Service Desk Plus with Office365. It doesn't work for me by following below instruction: POP Setting: Server name: outlook.office365.com Port: 995 Encryption method: TLS SMTP Setting: Server name: smtp.office365.com Port: 587 Encryption method: STARTTLS Thanks so much for your solution. Best regards, Kimsin
[SOLVED] Request ID Number
Hello there! Request IDs are only number, but is it possible for the Request ID to start with the date? for example only at the beginning of the year 20190000001 or first year and month 2019020000001
question about solutions
1) Is it possible to link the groups of specialists or departments only to the topics they need in the solutions? That is, the department can create topics only in the topics they allow, they should not create topics in other people's topics. 2) Notification of specialists or departments by groups, created / updated / approved / rejected, only those users who are in groups (owners of topics). 3) How to maintain versions of attached documents and created titles in order to minimize duplication in
Resolution - Field and Form Rules
1. Agent obtains the user info and incident details 2. Provides a solution to the user, marks the ticket as FCR/closed 3. The agent submits the ticket but has forgotten to provide a resolution 4. The closing rules kick in and they're forced to go and edit the ticket all over again...It's a pain and causes the agent to back-off from the next caller! Is there a script that will stop the form submission should a ticket be marked as closed/resolved without a resolution?
[Tips & Tricks] New features in Solution Module, Solution Expiry and Periodic Review
We have introduced new features, Solution Expiry, and Periodic Review in the Solution module of Service Desk. These features are available from 10006 Builds of Service Desk. In IT organizations Solution articles need to be updated periodically to avoid its invalidity and improve usefulness to the end users. To achieve this, solutions can be created with Review and Expiry date functions. The solution owner will be notified periodically to review the solutions, after the review they can update the
Remove date entry from project date field
Is there a way to remove a date from a project date field? I have a user that assigned a date, but wants to remove it. He can only reschedule it. The field isn't required, but can't be emptied either. Here's an example:
Tickets can only be OnHold for x amount of time
I would like to set it that a ticket should only be able to be on hold for a maximum of 8 business hours, after which it should automatically go back to In Progress status and the timer should continue where it left off. What would be the best way to achieve this?
How to prevent deletion of tasks
Я создал группу "Инженеры" и запретил им Удаление задачи запроса. Добавил себя в эту группу. но удаление задач все еще возможно
Auto Escalate from one SLA to another SLA
Hi I need to escalate from one SLA to another after a specific time, how can this be achieved? Scenario: An incident is logged on SDP (phone/email/web form). The service desk administrator will have 30min to assign a technician. If no technician is assigned after 30min by the Service Desk administrator the ticket should automatically escalate to another SLA (eg: SLA Category C). Any advice or assistance in this regard will be appreciated. Thank you
[SOLVED] wrong encoding of file name in attach sent from SD
wrong encoding of file name in attach sent from SD originaly it was 2319С_18 Сублицензионный договор_SD 4.0_Диаполь.doc russian encoding
[SOLVED] REST API v3 Projects
Hello, I'm looking at the projects API for Servicedesk Plus. However when I try and list all projects I can only get the first 10 projects. I'm passing a input_data parameter with start_index and row_count to the request (as I do successfully with the requests API), but the server ignores that and just gives me the first 10 projects continually. A sample query is curl -H "Accept: application/vnd.manageengine.sdp.v3+json" -H "Authorization: XXXXXXXXXXXXXXXXXXX " "https://servicedesk/app/itdesk/api/v3/projects?input_data=%7B%22start_index%22%3A11%2C%22row_count%22%3A50%7D"
[SOLVED] Completed VS Resolved
Hi likely abasic question but trying to understand the different in resolved time VS completed time. When I run the report below but column group by comeplted time and not resolved time the numbers change
Service Desk and Mobile Client
Я тестирую Service Desk, У нас есть несколько вопросов и пожеланий, 1) Планируется ли полноценная локализация мобильного приложения, или это можно решить на текущий момент? Специалистам не знающим английский очень сложно. 2) будет ли фильтр по задачам как в заявках? Простым специалистам нужны только назначенные на них задачи на текущий момент, лишнего не надо. 4) можно ли делать задачи из задач? Если нет то когда будет реализовано? Т.к. руководитель назначает общую задачу на подчиненного, а подчиненный
Print preview customize and logo assets module
Hi team, Is there any way to print asset resumes where the company logo can be placed? If this functionality does not yet exist, is it contemplated within the product roadmap? Is it possible to include within the improvements the option to customize the printing of the assets? Many customers would like to see it as follows:
Change archive location
How can we change the location to which requests are archived? Currently it's C:\ManageEngine\Servicedesk\archive but would like to change auto archiving to use a different drive.
[SOLVED] Export all Requests from database
Hi, We have around 46000 requests which we need to export (to pdf or excel) with all data for future reference. Can this be achieved using Reports or is there any effective way to do this? We are using pgsql and the sdp version is 9.2 build 9238 Thanks Ahamed
[SOLVED] Cannot preview and download attachment from request when attachment's name contains non-latin characters
If the attachment in the request named in Cyrillic characters, then the preview does not work and when I try to download it, the name disappears, only the extension remains
[SOLVED] Scheduled Reports
Hello guys! Something wrong with reports at our servicedesk after a few updates. 1. We have a few daily reports, which we receive by mail (report as attachments). After some update (9415 or so) our daily reports loks like some encrypted code (=UTF-8B0J7RgtGH0LXRgiDQv9C+INGB0LQtdGG0LjQsNC70LjRgQ=== =UTF-8B0YLRgyAo0Y3RgtC+0YIg0LTQtdC90YwpLnBkZg===). But if I save and rename this file to 123.pdf, than I can open normal pdf. It`s works for Outlook and Gmail. 2. I can`t open links from this pdf. At browser
[SOLVED] Calculate using pick list
Hello, I am attempting to calculate using three different pick lists and am wondering if there is a better way to do this. The idea is to update a custom field GUDF_LONG3 using the information from GUDF_CHAR41, GUDF_CHAR42 and GUDF_CHAR43 added up together. Each of the pick lists has a value that starts with 0.0, 3.0, 5.0 and 8.0 with one exception being 1.5. These values need to be added together and input into GUDF_LONG3 which I have been able to do, by issues arise if the pick list is changed
[SOLVED] move MS SQL instance to a new server
HI Can anyone advise how i move my existing MS SQL DB to a new server. Ive seen documents for moving the application server but none for the moving of the MS SQL database. Thanks in advance Ian
Reply from Outlook (or other client) doesn't work right
Good day. Yesterday I installed the patch to 8009, hoping it would fix this workflow: Request created Technician responds by email Requestor is sent a copy of the email Email is added to request history For us, #3 hasn’t ever worked – it only performs action #4. However, after the patch yesterday, it now sends EVERY response to the administrator if the 'send reply on changes' box is checked. The requestor simply doesn't get a notification of a response, so it's fairly worthless at that point. Anyone
Tasks mandatory fields
How do we make Tasks fields mandatory? We want to have Owner mandatory, so no task is created without an Owner.
[SOLVED] API-response error
Hi, I'm writing a script to update certain fields in Windows workstation CI's. I got it working on our development server running SDP 9425 but i get an error when running it on our production server with SDP 9335. Is there a workaround to get around the error on 9335? I need the script working asap, and we haven't scheduled an update for SDP until next yer. On 9335 i get this API response: {"API":{"response":{"operation":{"result":{"message":"java.sql.SQLException: The data types ntext and nvarchar
Connecting Power BI to Postgres
Hi all, im looking to link power BI to the service desk plus database However I'm unable to find the name of the postgres database Is there a way to locate the database name and also what username to connect Thanks
[ISSUE] ServiceDesk stops receiving requests from main mailbox (after update BUILD 10010)
Hi, Since the last update we made to the platform (V. 10.0 BUILD 10011) we have had problems (second time it happens) that the reception of emails from the main mailbox (servicedesk@ourcompany.net) the emails remain in the inbox and aren't generated in servicedesk. We have tried the following: - Restart the Mail Fetching - Configure the mailbox again in servicedesk. - Test with other mailboxes. (nothing work) The only way to fix it is by restarting the full ServiceDesk platform, which isn't useful
Pending Approvals are not showing on his home page
Hello, One of our technicians is still having issue where his Pending Approvals are not showing on his home page in ServiceDesk Plus. He receives an email. There is no other technician using his email address. What can we do to fix this? I thought it would be fixed if we upgraded to version 10 but no luck. MSSQL Version 10 Build 10009
New Community Forum
I like the new design for the forum page but is there a way to show the last reply under the topic and not the original question?
[SOLVED] mysql root
Dears, I forgot mysql root password. how to change root password
Repair previous record
Hi Is there any way to repair old (closed requests) recirds from service desk? One of our clients used Location as Job Titile :( now we can'y report last year :( Best regards Maciej
Failed to update, server can not start, backup can not be restored.
So I've been using ME service desk for all of 15 minutes and already feel like I shouldn't be using it although i like the product because i haven't even got it full up and running and it's seems like it's completely destroyed. So I did updates because I though before I deploy why not update to the latest while there is minimal risk. Well apparently updated failed. Okay well fine I did the backups as it recommends. Then wow to my shock these backups are password locked, why? This isn't even optional,
Outstanding CAB approvals
Hi all, I have a manager who is struggling to pick up the notifications that come through to his email for CAB approval. Is there a way to forward face the outstanding CAB approvals on his home page under my approvals?
[SOLVED] How to Access the Full "Recent Items" List?
Hi, We have this nice list at the left bottom of the page with "Recent Items" which displays 10 items. Is it possible to access the remaining items in the same list? If so how? If not is there another way to get that information? I found queries on the forum to be used with ServiceDesk Plus MSP, but I don't want to go that direction until I make sure that there's no simpler way. Product: ManageEngine ServiceDesk plus Version: 9.0 Build 9003 Thanks in advance.
User asset history report?
Is there a query report or a way to run a report that would show me a user's asset history? Basically I am looking a report that shows me this user had this asset and now he has this one.
Feature Request - Recurrence options for preventative maintenance tasks
Hi, I'd like to request that additional options be added to the recurrence options in preventative maintenance tasks. There are specific tasks that we perform as a helpdesk on a monthly basis but don't occur on the same date of each month. i.e. The 3rd Thursday of every month. The options I'd like to see added are as follows: Weekly: Add the ability to run every 2 or 3 weeks Monthly: Add the ability to run on <#> <Day of the week> eg. 3rd Thursday of the month Add the ability to run on First or last
Disable Quick Actions menu
Hi, How can I disable/prevent my techs see Quick Actions Menus?
Task Improvements
We're trying to use tasks more effectively and have a few suggestions -- some may be limited by the architecture of SD+. - ability to assign a Task to a Request AFTER the Task it's created. - ability to re-assign a Task to another Request - ability to link a Request Task to a Project - ability to create a sub Task (nest Tasks) - ability to label/tag or mark keywords for Tasks The last one is related to bug tracking or request tracking within Projects and ongoing support. We continuously receive
worklog for administrative tasks
Hello, I want to track all hours of our technicias, including admnistrative tasks like meetings, holidays, research, etc. How can you track time that is not related to a request, project or problem? I was thinking in creating a task tha says something like administrative work, but I don't know if anyone else has a better idea? regards
Add Project Type to Project Role and allow multiple default project roles on a user account
There are many ways we'd like to expand the project module. On of the most basic issues we'd like to work on is the permissions side of things. We have multiple business areas using Service Desk. HR, Continuous Improvement, IT, etc. Our CI team wants to use the project module to manage projects, and allow all users to see all CI projects. Even though we have a project type for CI, I can't set up permissions how they want. In order to grant all users view only access to CI projects, they'd also
IT analytics in 90 seconds: Crack down on long-pending requests in your help desk
Understand the life cycle of long-pending requests in your help desk using request history reports in Analytics Plus.
[Free webinar] How to manage IT projects like a pro using analytics.
Hello folks, Too many IT projects fail to meet deadlines due to poor planning and follow-up. Join us for a free webinar to learn how analytics can help you better plan, track, and manage projects, to ensure on-time delivery and promised service quality. In this session, you'll learn how to: Use insights from past projects to mitigate potential risks in current projects. Meticulously track the progress of projects using essential project management tools such as burn-down and burn-up charts. Review
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