Images in Worklogs
Hi, It would be handy if you were able to paste an image directly into the Worklog of an SR. Is this something that has been raised previously?
After upgrade to 21 I am unable to send emails through ticket system
After upgrade to 21 I am unable to send emails through ticket system, error log is: Caused by: javax.mail.AuthenticationFailedException: No authentication mechanisms supported by both server and client at com.sun.mail.smtp.SMTPTransport.authenticate(SMTPTransport.java:829) at com.sun.mail.smtp.SMTPTransport.protocolConnect(SMTPTransport.java:730) at javax.mail.Service.connect(Service.java:388) at javax.mail.Service.connect(Service.java:246) at javax.mail.Service.connect(Service.java:195) at javax.mail.Transport.send0(Transport.java:254)
Can't reply back to requester (Mail to Requester)
Hi. We have recently moved to GMail and I am having issues. A requester can email helpdesk and it will show up on the dashboard. But the technician can't reply back to the requester, I get a "Sending notification failed" message. Any help will be appreciated. Thank Roohul Please help.
Restore fails with error: "filelist.txt does not exist in the selected backup file"
Hi all, While trying to restore data from the production instance to staging, the following error is generated at the beginning of the restore stage: filelist.txt does not exist in the selected backup file The SDP build is the same for both instances. SDP Build: 9422 OS: Windows Server 2016 DB: MSSQL 2012 Please advise. Thank you.
api json or urlencoded
I've got big issues getting SDP integrations to work and have found out that i can't send content-type: application/json. When i change to content-type: urlencoded things work better but then we have to filter out important data. I've got a json string with extracted data from our monitoring system and i have tested it in a json verifyer with success but SDP just fail to receive it. Does anyone else have the same experience as i do.
ServiceDesk Plus 9425 Released
Dear Users, SDP 9425 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Vulnerability SD-61216 : Cross site scripting vulnerability in change password. SD-73218 : Information disclosure vulnerability in Contact Support section under Help. SD-73219 : Cross site scripting vulnerabilities in Language section of the Personalization menu. SD-73928 : XSS vulnerability in Personalization menu. SD-73929 : XSS vulnerability in
Work Log Timmer triggering Request status change
Hello here! I wanted to find out if it is possible automatically change request status when triggering "work log timer". Work Log Timer - Start, changes request status to "In progress". I`m seeing it so: When request falls in Service Desk, status is "Open" When Helpdesk assigns request to Group/technician, status changes to "Assigned" When technician picks it up for work (triggers "Work log timer"), status changes to “In progress” So in Time Elapsed Analysis could be seen how much time pased when
Report for Resolved Calls
We are trying to get some statistics for number of closed calls per engineer but it seems that if the Engineer was not assigned to the call at time of closure then the stat does not show in the report. Can we have a report that shows number of resolved calls and who resolved them? Whether they are assigned to the call or not.
Change Management
Under each phase in change mgmt you add information I.e. under planning you can add Downtime and under Implementation phase I.e. Tasks. I can't find any template or where to change/remove/add this information under Admin module? Kind regards Thomas
Failed to send notification
I am currently stuck on Build 9415 as any future update seems to break the sending of notifications. I noticed in 1 of the patches it said it fixed the issue when Office 365 was involved, however I still have the issue. I apply each patch in the hope that i'll be able to send notifications after the update, but it keeps failing so I keep reverting to my previous VM snapshot so I can work again. I'm only a free user so unable to use the support feature in ServiceDeskPlus so any assistance here would
Custom Trigger using VB Script
Hello - I have a field called "Monthly Reporting" and it's a custom field with 12 values: 01-Jan 02-Feb etc However, each month, I need to reset this field manually. I was wondering if someone can provide a VB script example to update a field and then I can do this via custom trigger each time a request is created so this can be dynamic instead of manual. Thank you.
Request - On submit script to update description
I am trying to create a script to run on submit of the request that uses user entered information to create the description. based on the examples and sample code in ServiceDesk Plus I have created the following script. However, the description is not
New incident stop automatically setting site on requester
We have ServiceDesk Plus version 9.3 Build 9313 When creating a new incident, after selecting the requester the site field is automatically updating based on the requester selected. We'd like to disable this so that the site that the technician sets does not change when the requester is selected. I can't see where in the settings is any option to disable this. Is this a setting that I can change? If so would someone kindly be able to show me where this is/how to change? Thanks.
My Details - Requester
In the My details of the requester , adding a field for Assets which will show the assets assigned to the respective user will be more helpful for the end user to identify any assets under his name.
Alert non Technichians of new starters
Hello everyone. I'm wondering if anyone has set up alerts to go to non Technicians as an FYI situation for on-boarding of staff? Currently when we have a new starter there is a workflow for Technicians in creating the new person in the system - but I would like to set up to automatically email our Payroll, Finance and other units so they can start their processes to start adding the starters to their systems. They don't need to complete tasks in Service Desk - it is only so they are aware of the
requester log in time stamp or report
is there any reoport that show last time requester has logged in?
REST API - Tasks
Hi Cannot see anything in the documentation how to create tasks in a service request using the REST API. Is it possible? BR Hans
Install SDP Recommendations
Dears , I need to know what do you recommend to install Servicedesk plus OS Version , SQL Version & hardware Requirement. Thank You
Please help me, The emails Fetching Stopped - Incoming and Outgoing
Please help me, The emails Fetching Stopped - Incoming and Outgoing
Multiple Support Groups and Office 365
We want to use multiple support group email addresses via an Office 365 tenancy but this can't be done without actually using a local SMTP mail relay server which is annoying. There are three ways of sending email to Office 365 - Full authentication, direct send or use a mail relay. https://support.office.com/en-gb/article/How-to-set-up-a-multifunction-device-or-application-to-send-email-using-Office-365-69f58e99-c550-4274-ad18-c805d654b4c4 We are stuck with one of two problems. If we configure both
iOS crashing
Hello! I recently updated to version 4.5 of the Servicedesk app that was just pushed a few hours a go and I can no longer log in to our organization's servicedesk server. I deleted the app and reinstalled it, and while I can still enter the information to log in (the server address, username, password) it crashes as soon as I submit the log in information. However, I am able to log in to the demo. I'm currently using an iPhone 6 Plus with iOS 11.3.1 installed. Is there anything I can try and do?
Schema BD
It is possible to obtain a complete schema of the system database. Well, I have seen in the forum many post where they talk about tables that are not specified in the diagram that come inside the software. For example, in the request module there is a table called "WorkOrderToCI", in projects "ProjectStatus" and it does not exist in the description. Is there a way to know all the names of the tables that make up the database?
Significance of Owned By Field in Support Groups
can you please explain the Significance of Owned By Field in Support Groups. how it affects the request
Business Rule: Change Requester?
Is it possible to change the requester via business rules or custom triggers? Here's our scenario for needing this: We currently use Zoho Forms for hardware/peripheral requests. Once the form is filled out, an email is sent to our SD+ inbox & CC'ed to the user who filled out the form. The ticket is created normally but the requester is always "notifications@zohoforms.com". It would be nice to have this automatically update to whomever is in the CC field of the email, instead of having the techs do
Administrator and Guest user and password at login screen
Hello, How can we remove Administrator and Guest user and password from login screen in all users ? Thank you
resolved report
Hi I am looking for a report that I can report on who resolved or closed a request. I have got a report but I also want to select the date rang for the report. The report that I have only show the resolved request that are created in a date range. So basically I am after who resolved what this week or last week or specific date rang. The below is the report I have but is only showing the created requests. select wo.workorderid "Request id",(re.first_name) "Technician", case when woh.operation='RESOLVED'
Solar (Hijri) Calender In Service Desk
Hi I have a question about calender of service desk can i add solar (hijri) calender in service desk my self ? if answer is "YES" please help me to add this calender thanks for help
Icons for Template Categories
Hello team ! How can I change an icon in "Template Categories" list? Unfortunatelly all icons in new created categories are the same. Thanks
Cannot import SSL certificate using he UI
Hi all, We have tried to import an updated SSL certificate, in .pfx format, using the the Admin\General Settings\Import SSL Certificate wizard. The error is: "The password entered is invalid for the certificateEndReply.pfx certificate" . The used password is correct, we have tested it by importing to the local computer store. I have attached a screen capture, and the method used is from here: https://help.servicedeskplus.com/introduction/install-ssl.html$Step3a SDP Build: 9422 OS: Windows Server
SQL query to update all users as approvers
I need a SQL query to update the field "Service Request Approver" = Yes, for all technicians and requesters. This is the only way to make sure all my managers in the company can be selected in the "Select Approvers" field.
Automatically Link Requests
Is there currently any way to link requests automatically? lets say that Site A puts in a request with Category 1, can that request automatically be linked to all other requests from Site A with Category 1?
Export list of workstations that failed more than 180 days to scan
How do I export the current list of workstations that failed more than 180 days to scan? Could you please help us, i need to generate report like as "Workstation/Server not scanned in last 30 day" on Asset tab.
Access Level is not restricted for Technicians
Dear Sir, I have problem with Technician Access Levels. When the request is created by the Technician that have access to all requests, before approvals are done, technician can edit, escalate request, but he/she should not be able to do. Please advise me to resolve this problem. Regards GG
Asset and Request
Hello, I would like to know if there is a query that allows me to obtain a list of the requests that an asset has associated with it. Many times a request has several associated assets and when making a query in the system only shows me the first asset that is associated with the request but not the others.
SDP - Non-admin techs unable to access Tree View in asset relationships
Most of the Technicians in our organisation have had admin access removed in SDP, since then they have been unable to access the Tree View and Cluster View in the Asset relationships tab. Our Technical Services team require this view for Server relationships to assist with patching and emergency restarts etc. Is there a way to enable this feature without enabling Admin access?
ServiceDesk using a lot of memory
The ServiceDesk app on our server is using a lot of memory. We only have 39 technicians who currently log into the system, but not at same time. 9.4 build 9414 MSSQL What can we do so memory usage is lowered? RAM is as the recommended size 4GB. It's running on a VM.
Service desk request with multiple agreements
Good morning/afternoon Can someone help with the way of creation a request to service desk with multiple agreements according scheme shown in attachment: P.S. Sorry guys for that *stupid scheme* but our boss want that shit, so thats why i need to do my business for having food and drink(please help)
Importing Sites to Chat Exclusion
Hi, we have quite a large list of Sites (600+), we want to pilot the Web Chat facilities so don't want it to appear for all Sites to start with. Is there a way of importing a list of sites to be excluded rather than having to type and select the 600+ sites? Thanks
Open chrome extension (vnc or teamviewer) as Remote Control without java plugin
Hi, We have problems to open Remote Control from Chrome and Firefox browsers. We would want to know if is possible to call to chrome extension as Vnc or Teamviewer to omit the java plugin from Servicedesk Plus. It would be very good. Thanks
Notifications that tickets have not been asigned
I can't write scripts , if someone could help me that would be awesome At the moment the tech's do not want emails notifying them that a ticket has been created, it's up to us the techs to look at the screen between idle times to assign a ticket to ourselves. BUT, sometimes we all get busy or forget to look at the screen so we would like to be notified after say 1 hour that a ticket is sitting in the Q unassigned. is this possible, how do I make a script that would do this. Help would be greatly
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