Scanned information displayed on the asset list page
Hi all, With my Service Desk plus build 9417 I can regularly scan, using SNMP, our network in order to detect and monitor photocopiers machines. It works well doing a great job detecting and then showing, in the attribute details, the total copies printed by each specific photocopier. However this information is buried in the details page of each devices making difficult to have a collective overview of the many hundreds of photocopiers machine installed in our configuration (basically you have
Notify Incharge of new ticket for their department?
I'm not sure why I am having so much difficulty with this, but after reviewing the documentation I am still unable to find a solution. Apologies in advance if this is an obvious configuration and I am just missing it somewhere! I am looking to notify a Requestor with the Departmental "incharge" role of all new work orders for their department when the default template is used. Can anyone help clarify for me? Business rules appear to only allow notification of technicians. Notification rules affect
ServiceDesk Plus IOS
Would like users to submit tickets through their phone. Is there a way to customize the IOS template? It looks to only have the site and description for input.
SDP Outbound EMail Customization
Good Morning ME, I am administering ME SDP and have been tasked with making our Outbound emails less anonymous. Is there a process to change outbound emails, from SDP, to show from the technician it is assigned to? We have 13+ technicians that can reply or forward from tickets, and currently it only shows from the Reply-To address set in the Outbound email settings in SDP. I have attached a redacted image to show what I would like to customize after selecting reply in a ticket. Regards, Robert
Generate support file
I am trying to generate a support file but the process never completes. Is there somewhere I can look or log file that might be too large that I can clear out in order to have the file generate properly.
Notification on CAB Member REJECT
I know I can turn on notifications for ALL recommendations for a CAB but that's not what I want. I only want to send a notification to the Change Owners and MAYBE Change Manager when a CAB Member Rejects in the Recommendation screen. Would also like to include that CAB Member's comments, name, date rejected etc Possible?
Enterprise Service Management feature now in open beta!
After nearly a year in development, we are in the final stages of releasing our highly anticipated Enterprise Service Management feature for on-premises ServiceDesk Plus, and we need your help testing the beta version. A couple of things that you can do with ESM are: Create separate service desk instances for each business function such as HR, facilities, etc. Facilitate organized service delivery across your organization using code-free customizations and ITSM-based workflows. Maintain a single
Prevent bulk closing of ticket dependent on field value.
We have a scenario where we bulk close a number of requests that come through in a given month. The support is paid on a subscription, and we do not need to bill back for work logs / time spent on those requests. However, there are some instances where we need a request to get some special attention before close due to a licensing purchase. We have a custom field for number of licenses and license cost, but I would like to know if there is a way to basically have a bulk close operation stop, or ignored,
Remove solution title when copying to resolution
Hi, Is there any way to prevent that, when using an solution, the solution title and the word "description" are passed to resolution field
Is there a way to hide projects and solutions tab in Requesters View
Is there a way to do this? We want to hide these as we are still working on the workflows but would like to have Requesters use the Service Catalog.
Add Operating System to Asset Report
Hello, How can I add OS to the following report? SELECT "resDept"."DEPTNAME" AS "Division", "resDept"."DEPTNAME" AS "Division", "ci"."CINAME" AS "CI Name", "citype"."TYPENAME" AS "CI Type", "cirest"."DISPLAYSTATE" AS "Asset State", "cires"."ASSETTAG" AS "Service Tag", "cicd"."COMPONENTNAME" AS "Product Name", "resUser"."FIRST_NAME" AS "User", "resFields"."UDF_CHAR1" AS "Building", "resFields"."UDF_CHAR2" AS "Room", "resFields"."UDF_DATE1" AS "Warranty Start Date", "cires"."WARRANTYEXPIRY" AS "Warranty
Attachments in Grenerating Report
Is there a way for the attachments in the request be included in the generation of reports?
User Survey
Can we add the option in a new build to print out individual survey results? Our dept director likes to print out the exceptional results with comments to hang on a bulletin board.
Thumbs Down - New Incident Template Layout
Hi SDP, This latest update is pretty crud. The new Incident Template layout is triggering my OCD in a big way, please tell me there is going to be a revision coming in shortly. We like straight lines and uniform templates in the IT world. On a good note, we like some of the extra features such as Radio and checkboxes, but find it a big shame that we can't apply them to pre-existing fields such as Category or Ticket Type. I've attached a screengrab of the template to better show you what i'm talking
Error upgrade from 9.4 B 9405 to Latest Version
Dears , I am facing Issue upgradind to latest Build Unexpected Error. Please click View Log>> for more details java.lang.reflect.InvocationTargetException at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) at java.lang.reflect.Method.invoke(Unknown Source) at com.adventnet.tools.update.installer.Unzipper.contextPreInstallation(Unzipper.java:319) at com.adventnet.tools.update.installer.Unzipper.invokePreInstallationClasses(Unzipper.java:138)
Requester/Technician Activity
Hi Is there a way I can see how many requesters/technicians that were online at a given time? / Robert Lundgren
Sending Notification Failed
For some reason we have been receiving the "Sending Notification Failed" message. We have created a folder call fix with "MailProcessor.fjar" file and restarted SDME service but still receiving message when try to reply to tickets. We have created a support file right after trying to reply to one of the tickets for further analysis. Thank you,
Temporary hide Asset(s) Field
hello, when i try to hide the Asset(s) by using code below: document.getElementById('multiasset').style.display='none'; document.body.innerHTML=document.body.innerHTML.replace(/Asset\(s\)/g,''); in Default Template, i can no longer make changes to Other Fields. How should i hide the Asset(s), in such that it will not affect any other field, that the requester can still change any field selections. Thank you, Vanessa
Tech Auto Assign when on Leave
Is there a way to stop tickets being assigned to a technician who is on leave? I understand its base dn the due by date. can we have it based on the response by date?
Importing CSV Files to Update Product in Asset Management
Good morning we have multiple vendors where their prices changes on a weekly basis. We get a CSV file with the correct price changes but we are having to enter the changes manually. Is there a way to import directly to the product tab and update automatically?
Exchange 2010 and Service Desk mail fetching
We have bought Service Desk plus (on-Prem) and I can not figure out how to configure email fetching from our exchange 2010 servers I keep getting FAILURE :E-mail settings saved successfully. But an error occurred while trying to check connection with mail server - Problem connecting to mailbox.
Requester Conversation replies don't contain previous messages
When I send a message to a user via requester conversation, and vis versa, I'd like to make it so the previous messages in the chain show up in each reply. When I send a message to a user via requester conversation after they submit a ticket, sometimes they forget what they sent in so they get confused. Just so it's clear, if a user sends in a ticket saying "I need help with setting up my email signature", I reply via helpdesk saying "Here is a user guide that will walk you through how to do this"
Requester and Approvals
How can a requester see tickets that are awaiting their approval? They can currently see tickets that they have submitted that are awaiting someone else's approval but not tickets they need to approve. Maybe I'm missing something. Any help is appreciated. Thank you
Purchase notification rules
Hello, Please advise why we can not add the PR title/Subject in the email notifications ..?
Report on printer status (total copies printed)
Hi all, With my Service Desk plus I regularly scans, using SNMP, our network in order to detect and monitor photocopiers machines. It does a great job on showing in the attribute details the total printed copies status of a specific photocopier but as we have hundreds of them I wondered if it was possible to create a report that would provide a collective overview, listing for each machine, the total copies printed by that machine and possible, other parameters as ink level, paper level etc.. My
Is possible to add a Change workolog via api
Hi,is it possible to add a change worklog via API?
Uploading Requesters to amend user details
is it possible to amend current information for the requesters using CSV uploading without overriding information already on the system?
Create new case upon another case due date
Hi! I wonder if it is possible to create a new case when the due date of another case has been reached. We are trying to find a easy way to deliver and retrieve licenses to our users The scenario is this: A user creates a new case where he sets the start and stop date of the period when he's in need of the license. A technician picks up the case and gives the user the requested license, and therefor markes the case as solved. When the due date of the requested period has come another case should
How to measure closed requests by requesters? (via email link "Close Request")
Hi, (Previous issue report) As the title says, at the moment when the requester confirms the solution through the RequestCloseLink (sent in the resolution by mail) and clicked the box "Close Request" the system immediately change the previous "Request Closure Code" set as "En Espera de Confirmacion" And leaves it as " "Not Assigned" Previously I had already reported this issue, but even the current version is still happening. If you can not repair this problem (for design concepts, etc.), is there
how the time of technicians calculated if the incident spans different technicians
how the time of technicians calculated if the incident spans different technicians
Where is Service Owner defined in Service desk Plus
Where is Service Owner defined in Service desk Plus
Desktop to Laptop - how to ?
Hi ALL! I have SDP 9421 and asset scan show all Laptops as Desktops - why? How i can change it ??
SDP won't start
Getting the following error when starting via cmd line from Manageengine\ServiceDesk\bin... Error Occurred during initialization of VM Could not reserve enough space for object heap Error: could not create the java virtual machine Error: a fatal exception has occurred. Program will exit Installation environement: Host: VMWare v6.5 Operating System: Server 2012 with 8GB RAM SDP Version: 9408 Architecture: 32 bit version
Crash on reboot
Our production instance has recently started crashing when the server receives an update and has to restart. Shutting down the services and restarting the server won't work. Problem seems to be with MS SQL connections. If I stop the services and have the DBA close all active connections, a reboot then starts everything immediately. Error logs mention not being able to make connection. We're on 9414 would this be a bug or is this a known issue? It doesn't happen in out dev or test environments. Prod
Service Catalogue Usage
Hi, Is it possible to see a report of how often and when the template in the service catalogue were last used and by who? I am looking to tidy up out Manage Engine Servicedesk Plus so need to know what has been used when. Thanks Josh
Performance tuning
Would like some guide on how to do performance tuning on ServiceDesk running on a Linux environment with PostgreSQL database. Cannot find much information at http://www.manageengine.com/products/service-desk/help/adminguide/general-features/performance-guide.html
Java Heap space error when upgrading from 9400 to 9424
My upgrade is failing after the backup step when going from 9400 to 9424. This is extremely frustrating. The error is as follows: Oct 24, 2018 2:54:14 PM [com.adventnet.tools.update.installer.Unzipper] [SEVERE] : ERRUnexpected Error. Please click View Log>> for more detailsjava.lang.reflect.InvocationTargetException at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown
9425 Error
Hi all, We just upgraded to 9425 (Free License) For some reason, when I try to close a ticket, it says the following message: "On changing the site to "Main Office",the associated purchase requests will get removed. Do you want to continue?" We don't even have the purchasing module installed. Anyone else seeing this and have a possible solution? Regards, Sam
ServiceDesk Plus 9424 Released
Dear Users, SDP 9424 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Change in 9424 SD-71761 : Earlier, while creating a request/ticket, the client machine's host name was stored in the request's history. Henceforth, only the client machine's IP address will be stored since the property 'enabledLookups' will be set to 'false' in 'server.xml' file by default. You can revert to the old behavior by setting the
Conversation Notification
Hi all, Is there a way for a requester to have, in the request view, the conversation icons (or a workaround that allow the requester to be aware, without opening the request detail view, of a new incoming conversation) that is normally available for the technician? Best Regards Antonio
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