Different template for mail request
Hello, I would like use different template than default template when request is created from mail. Is it possible? Michal
Mail Fetch Crashes when Multiple site related emails are added to original email
We have a number of customers who email multiple group/site emails when they submit tickets to us. This has never been an issue, but we upgraded to 10008 this weekend and now its causing mail fetch to crash. I have to clean the original email from the email box and restart mail collection. We were previously on 9425. This has never been an issue in our system prior and other than upgrading to 10008, we have had no changes to the installation.
Reports on Assets
Dear all, how can I create reports on Assets, e.g. how many request per Asset etc.? Thanks, regards P.
[SOLVED] SSL and week cipher Vulnerabilities detected on the asset explorer agent
We are detecting that the agent is using weak ciphers over port 9000. How do I fix this. SSL Connection: Server Vulnerable to Bar Mitzvah Attack 9000 / tcp unknown (SSL) Instance Data Vulnerable to Bar Mitzvah attack. SSL connection supports the following SSL/TLS RC4 ciphers: RC4-MD5 - SSLv3 RC4-SHA - SSLv3 RC4-MD5 - TLSv1 RC4-SHA - TLSv1 RC4-MD5 - TLSv1.1 RC4-SHA - TLSv1.1 RC4-MD5 - TLSv1.2 RC4-SHA - TLSv1.2
[SOLVED] Cannot login to the web console
Hi, I have a SDP ver 10.0.7 Linux version and now noone of my users include administrator cannot login to the web console. I dont understand what happend. I can send logs if needed.
Deploying Agent using gpmc.msc isn't working.
I've been playing around with deploying the ManageEngineAssetExplorerAgent.msi using group policies. I've followed the instructions on the "Configuration Wizard" page ("Deploying agents through Active Directory") and, when that didn't work, followed the outdated instructions on this YouTube video, which didn't work either. I have the policy set up as described, but limited it to one computer and only my AD login - to prevent accidentally breaking the Internet. A few questions: 1. I stored the ManageEngineAssetExplorerAgent
Projects
How do I auto schedule tasks in the projects module such that in case a date for a specific task changes all the dependents task date changes?
Login default Domain ?
Hi. I have in the login form 3 domain options for the users (AD, Workgroup and Local).Can I select the "AD" as default because the most users are in the AD, and they "don´t know" that they have to select that.Thank You.
Email help
I'm trying to setup the inbound and outbound email for Service Desk Plus. It doesn't matter which user account and password combination I use or which protocol...POP or IMAP, it always fails. One side note...We use a Hybrid Office 365 solution. Thank you
Script to set field on execution of business rule
Hi Guys, I have created a pick list field in the default request template called "Confidential" with only one option "Yes". The field name is UDF_CHAR3 I was wondering if anyone was able to provide a script that would automatically set this field to "YES" upon execution of a business rule that states if the Subject or description of the request contains the word "Confidential". ? We are on build 10005 using MS SQL Many thanks
API to get Attachments for all conversations
Not having much luck getting attachment information for conversations. We have a business requirement that the original request and all conversations, including attachments are sent to a secondary system. I'm currently writing a program to do so. I can get the original attachment but i cannot seem to get any attachments in the conversations.
How to Change Currency?
Please help, I�ve search the forum rooms and the help files but cannot the answer anywhere. I would like to change the default US dollar to British pounds, thanks
Bulk Edit of Tickets
Hello, I need to bulk edit tickets, attached is an image showing the bulk edit screen and I was wondering how I can populate the "Group and Technician" fields on this screen so we can pick from the drop down. Thank You for any help. Jerry
Active Directory Deleted
Hi, Just a quick question we have a number of users who we have deleted from AD. Service Desk is showing the list to remove them but my Service Desk manager asked what happens to the requests previously logged if we delete the requesters from AD? Do the old requests lose the requester details or are they kept but the requester themselves are removed?
Help Me Understand
We use auto assign to round robin some of our tickets, which sounds like a great idea. However, we've noticed some extreme irregularities with it. Let me start by showing you the settings that relate. Here are the auto assign settings: Here are the group settings for one of the groups in question: And finally . . . here are the rather bizarre results (just from today for example): So, six people in the group, and their ticket count: Brian - 4 Andrew - 2 Joe - 3 Mark - 3 Daniel - 1 Michael - 1 Consider
Unapproved Changes
Hi, how does this work? In my start page, it says i have 7 unapproved Changes. But, they are all approved by change manager. Why does it say 7 unapproved? I guess i dont understand the process, anyone having some info about this?
Keywords
Hi All, Can anyone tell me are the keywords associated with solutions case sensitive. i notice in the example it does have one word with a capital letter at the front and the rest of the words all in lower case. I just want to ensure that the solutions are as easy to find as possible and based on experience from users some use capitals and others use all lower case. Thanks in advanced Luke
Custom Login Screen Not displaying after saving from inbuilt designer
Good Morning, This morning i upgraded our instance of SDP to the latest version (10008) and noticed that there was a feature to allow you to customise the login screen using a inbuilt interface. I have done this by modifying a few of the colours and adding a little bit of extra text but left everything else as it is. The preview was displaying the screen exactly as i would like it to display. I have then saved these changes and logged out and now rather than displaying a login screen it just displays
Change Management Roles & Permissions
Folks, This subject continues to confound our organization, and when we talk to support, we start talking in circles. I've asked about this before, but I'll ask about it again: Other than the default role, what role do you assign to change roles? SDP comes with a default set of stages and Change Roles with permissions, but only a single User Role (SDChangeManager), which effectively grants a technician the full permissions to the change management module. (Although if I make a custom role, add the
Tickets not effected with the new sites SLA
Dear Team, I recently have create a new sites in Manage Engine service desk plus version 8.1.0.but when I try to change the ticket priority the ticket not effected with the new priority (SLA) and the due date not changed please help. Thanks
Populate Site to the Incident from Email
Is it possible to get the Requester's site to populate in the request when submitted from email based on what is on the requester's profile? It populates the other user information but the site information is undefined.
Approval not working
Why does when the approver click the link sent by SDP he encounters an error that says the user has no privilege to access the said request? Please see attached screenshot for reference.
Way for force completion of fields before assigning Technician
We have added some custom fields to an incident template to categorise the incident as software/hardware etc. The fields are marked as mandatory and also form part of the request closure rules. Is there a way that unassigned tickets cannot be assigned to technicians without these fields being completed? Thanks
Survey Email Configuration
Running ServiceDesk Plus Build 10006. For the request-based survey, an email goes out to the requester when a call ticket closes. Before we upgraded, the $SurveyLink would just send the link to the survey. After the upgrade to 10, it adds a second link for "Skip Survey". Is there a way to turn that off so it only sends the survey link? In our environment, if someone doesn't want to take the survey they just delete the email. Thanks!
Add a figure in Rule drop down list figures
Dear Team, I would like to add SITE as a figure to Rule drop down list figures ( in attached ) could you help me to resolve this issue , I'm using Manage Engine service desk plus version 8.1.0. thanks in advance
Chat not working 10.0 Build 10001
Hello, I cannot seem to get chat working for my account. I was the administrator who setup service desk. Other "technicians" can create new chats with me which I can see come in but I cannot respond. The text field to type in is "grayed" out and I have a red circle and line when I hover over. I also cannot see the missed chat's in the chat settings however it show number of chats that were missed on the icon. I've tried messing with the NIO port number and looking at other settings. Also, none
Script Master - 12: How to automatically create multiple tasks in a change request with a configurable JSON file.
Hello everyone, Last week, we learnt how to create multiple child requests from a parent request with a configurable JSON file. This week, you will learn how to automatically create multiple tasks within a change request using an API call, based on the change template chosen. Store the details of the tasks in a JSON file and provide the input to the API call. A message with the ID of all the tasks created through the custom trigger is shown in the history section of the request. Refer the comments
Service Desk Plus First Time Setup
Hi, I have download Service Desk Plus and I am trying to configure it for the first time. can someone please provide me with step by step configuration which needs to be done. I would like to configure Standard version. 1) Incident management 2) Self Service portal 3) Knowledgebase 4) SLA management 5) Help Desk Report Thanks in advance for the support. Thanks & Regards, Mohammed Afroz
Notify Technician when Status changed to Validation
Hi Is it possible to create a custom trigger to email the technician and requester when the status of the request has changed to "Validation" I am not sure how to create the script to achieve this based on "On Edit" Mike
Change Workorder ID in an active system
I have been resetting the ticket number to the following format year and sequential. Example is 20191900. I am currently at Version : 9.4 Build 9423 on SQL Server 2014, I have used an SQL script for the past 3 years to change the first 4 digits of the ID to set the new year. It has worked without issue for several years, I would stop the services, run the script to inject a workorder, reboot the ServiceDesk server to restart all services. Normally the next ticket to be created would be the next in
List group for specific requester wich is a technician
Hello everyone, i need to filter group of a requester that is a technician. i want to list all support group for a the requester (technician) in a FAFR and from that list filter the group list only the group he is in. regards, Martin
Self-service to the rescue! But how effective is your solution base?
According to a study by Forrester, 72% of US customers prefer to use a company's website to get answers to their questions rather than contact the concerned service desk via telephone or email. If that number feels a little big, ask yourself: When was the last time you picked up the phone and called your service desk to raise a request or report a problem? Well, unless the issue is a show-stopper, we all prefer the good old knowledge base articles. With more and more customers turning to self
MAPI support update
Hello, Can someone at ManageEngine provide an update on when SDP will support the MAPI protocol for incoming email? I know this was mentioned a while ago and they said it was on the roadmap.
ServiceDesk Plus 10008 Released
Dear Users, SDP 10008 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed Requests : SD-66023 : Unable to search/view a shared Request using the global search option. SD-70453 : Priority of a request is not updated as per the values set in the priority matrix if the request is created via mail. SD-68698 : Priority-based business rule does not work if the request is created by a requester who cannot set the
System Update Notifications not working
I have the Internet Connectivity error for System Update Notifications. We do not have any proxy, and I can access https://creator.zoho.com from my web browser. Please assist?
[SOLVED] Upgrade from 9425 to 9426 and 10002
Hi team! I'm trying to upgrade from 9425 to 9426 to try to upgrade to the latest version but when I've stop Manage Engine Service and open UpdateManager.bat, Java do nothing and java is not opened to select upgrade package. I had Java 8 update 191 and always working. I've tryied to downgrade to java 7 update 45 and is not working. Please I need help Thanks
CAB Approval
Is it possible to automatically approve a change when all the CAB members have recommended it?
email keywords
When a ticket is created thru email, can keywords be added to complete specific fields? IE: technician category priority
Request advanced search criteria
With version 10006 (don't know the last that worked) we don't have criterias to create an adavanced search. Is just us? Will version 10007 correct this? Thanks
Is there a way to view Cumulative permissions for roles?
Hi folks, I have many technicians (>100) with many different security requirements. Because the technicians may have multiple roles associated, I'm thinking of creating a tool that will show me the cumulative permissions (much like a resultant set of policy tool) so that I can see the cumulative effects of applying a role on a technician. My questions is: 1) Is there already a way to do this? Thanks, Adam
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