Manage Engine Service Desk Plus Zoho Reports Integration - Sync Failing
We have an on-prem installation of Service Desk Plus, however the Zoho reports integration has stopped syncing. The status says failed and it will not allow us to edit any of the details or run a resync. Attached is the support file created from the service desk.
REST API Documentation broken for CMDB operations
Hi, ServiceDesk Plus 9.4 build 9408, with PostgreSQL 9.2.4 REST API Documentation for some CMDB operations: "Add CI", "Get CI Details using criteria", and "Update CI" can't be tried. When you press the "Try now" button the response body is always like this: Regards, Pedro
How can we add port 8080 to Survey Link?
Hi Team, When we insert $SurveyLink to Insert Link, it pops -up this link https://servicedesk.homecredit.vn/sd/SurveyDetails.sd?surveyData=d9df589e578814b60338ce90705fab091565065b and user can not read that link, it appears 404 not found page. So we would like to have 8080 port and delete s character at http on the link such as: http://servicedesk.homecredit.vn:8080/sd/SurveyDetails.sd?surveyData=d9df589e578814b60338ce90705fab091565065b whereas our customer can see survey. Could you please advise
Servicedesk hangs at "Application layer started..."
I am trying to install ServiceDesk Plus 8.2 on Windows Server 2008 R2 together with SQL Server 2008 R2, but when start the ServiceDesk server it hangs at "Application layer started..........................." I have tried to reinstall the ServiceDesk, but it's still hanging. What can I do? Can anybody help me? Could not find C:\ManageEngine\ServiceDesk\bin\jndi.properties
Audit Trail Report
Dear all, Is it possible for me to get an audit trail report from the Service Desk system? Of who has done what at what time and such details? Will appreciate any insights to this. Regards, Davis
startup error
Root Element Missing at System.Xml.XmlTextReaderImpl.Throw(Exception e) at System.Xml.XmlTextReaderImpl.ParseDocumentContent() at System.Xml.XmlTextReaderImpl.Read() at System.Xml.XmlTextReader.Read() at System.Xml.XmlReader.MoveToContent() at System.Xml.XmlReader.ReadStartElement(String name) at MySQL.Utility.Classes.CustomSettingsProvider.GetPropertyValues(SettingsContext context, SettingsPropertyCollection collection) at System.Configuration.SettingsBase.GetPropertiesFromProvider(SettingsProvider
ServiceDesk Plus 9409 Released
Dear Users, SDP 9409 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9409 SD-71092 : An inappropriate message is displayed when a technician (with permission to view the group requests) reassigns a request to a different group. SD-70972 : In some scenarios, a few business rules and custom triggers couldn't be accessed or executed. Also, the dashboard isn't loaded for some technicians. SD-70978 : Non-login
Repeating Subject/Title when replying to Users Reply in Requests
Hello, Could someone point me in the right direction to fix this? Here is what is going on: 1. User A Sends email ticket to Helpdesk@domain.com. A ticket is created with the RequestId of 92831 2. Technician A Replies to the ticket. The subject line in the Compose Reply Message looks like this in his response: RE: [Ticket Number :##92831##] : Test 3. User A gets the email and replies back. 4. Technician A Replies to the Users reply. The subject line in the Compose Reply now looks like this for the
API for Logged in Users
Is there an API call that I can use to get the amount of current logged in users Techs + Requestors?
Custom Trigger for Change
Hi, I'm looking for a possible solution to be able to send an alert reminder email to a Change Owner if their change has been open for 30 days, 40 day, 50 days, etc. The reminder trigger idea is to ensure that the Change is not left open by accident and is completed by the owner. Is there any solutions for this currently available? Thank you, Darren
API - Json query regarding Resource
How do you right the below in XML body in Json <resources> <resource> <title>System Requirements</title> <parameter> <name>Choose the desktop model</name> <value>Dell</value> </parameter> <parameter> <name>Choose the devices required</name> <value>iPhone</value> <value>Blackberry</value> </parameter> </resource> </resources>
Question/Advice Sought Regarding Customer Facing Dashboards
I would like to be able to provide a dynamic dashboard to my requesters that displays all open incidents. This would allow anyone who is a requester to access it and see all issues that are being addressed at moment. Has anyone done such a thing in this product and does anyone have any advice on how to accomplish this?
Problema con los campos obligatorios
Buenas Tardes Una vez mas necesito su ayuda. Como saben las plantillas de incidencia traen el campo 'Sitio' como predeterminado. Nosotros por nuestra organizacion tenemos una regla de campo y formulario creada en cada una de nuestras plantilla poniendo al campo 'Sitio' como obligatorio de forma tal q la incidencia no se pueda llenar mientras que ese campo no este lleno. Esta regla funciono perfectamente hasta hace unos dias. La volvi a configurar pero no se aplica a la hora de enviar los fomularios
Self Service Portal: Add File location
Where is this file located when we upload it to the Requester's view? We uploaded a custom css file and it worked, a few minutes later it displayed a 404 error on the portal. We had to republish the file to make it re-appear. We're trying to ensure this doesn't happen in our Production instance and best way to resolve it:
Remove Archived Calls
Good morning, I am looking for a way to remove calls that are Archived from a certain date, ie for example calls that are archived that are over 6 months olds. The database we are using is postgress. Kind regards Jayesh
License Expired
Hi our license expired and I can not open the app. How can I renew our license?
Custom status in 'Open Requests' view?
I've created a custom ticket status and classified it as an 'in progress' status, but it doesn't show under the default view filter Open Requests. Is there any way to adjust it so it does?
Servicedesk remove application license
Hello to all, there are any way to remove Servicedesk application license? Thanks in advance
Requester Report
I would like to run a report showing requesters and the status of 1 specific additional field. How do do this? Regards Jens
require manager of the requestor to act as approver for submission stage?
I'm not sure if this has been asked but how can I configure a change workflow using the roles assignments to require manager of the requestor to act as approver for submission stage?
How to view requests and tasks assigned to my groups in the same view
Hello. In the requests view, there is a filter that makes me see the requests and requests with tasks assigned to me. "My pending requests or tasks" How can I see the assigned to my groups? It is posible to create a filter to do this? thank you!
Can requester view or access dahsboard?
Can a requester view or access dashboard? SDP 9.0 MSSQL
Popular Solutions: Ability to choose # to display and pin articles
We would like to be able to 'pin' popular articles above the most-hit articles for requesters viewing the service desk portal When we do product releases, there are often times where we have specific issues or requests that we anticipate coming into the Service Desk, and we'd like to be able to pin those to the top to reduce the tickets that need to be created. Also, it would be nice to be able to control how many articles we display in that widget and have it be able to scroll. Thanks, Adam
Email Commands not working
Hi all - So we have set the @@@ and @ as email command parsers that help create automatic tickets. It was working until we upgraded to ServiceDesk Plus and now it no longer recognizes the parameter REQUESTEREMAIL. You will notice that even though the ticket contains the parameter information the "requester name" is not set automatically to the email command. Any help would be sincerely appreciated. Sample screenshots attached below. Thanks. Shashi
SLA:s for incidents
Hi experts! How do i set an SLA for incoming incident? That is, i want the "dueby date" filed to get a value automatically according to an SLA. This is easy in service requests, but i cant find how to do it in the incident templates..... Please help this n00b....
Status Change Query
Dear Community, I'm looking for a query to count how many times a request has been re-opened. I'm not sure if it's possible. Really appreciate your help..
IT Equipment Booking
Hello All, First off all I don't know if I'm on the right place for this question, so if I'm wrong I apologize. I'm looking for a reservation system for laptops/projectors. A selfservice system, if a user needs a laptop they select the date and time and the reservation is done. The system must be able to see if there are laptops/projectors available. So we don't have to look every time to lend the equipment out. We also want to know which user have booked a laptop/projector. Does Manage Engine have
Problem Management
Is there a way to directly convert the incident request to problem request rather than associating it? My second question is, if an incident is associated with problem request will the SLA be removed?
Query that links software list with purchases of that software?
I need a list of software and the purchases with pricing for each software in our list. I can get a simple list of software via: select sw.swmanufacturerid, sw.softwareid, mfg.name as 'Manufacturer', sw.softwarename as 'Software Name' from softwarelist sw left join softwaremanufacturer mfg on sw.swmanufacturerid = mfg.swmanufacturerid order by 3,4 I can get a list of software purchased/received via: select po.purchaseorderid, po.poname, po.vendorid, org.name as 'Vendor' , poe.quantityordered as 'Qty',
Custom report on tickets with no update for a day
Hi there! Does anyone know how to create a custom report that can report on the 'Last Update Time'? For example I'd like to schedule a report every day to show the team a list of tickets that need to be updated today, because they haven't updated the customer for 24 hours for example. I believe I'm running MS SQL, as I used another member's custom report for something else and that seemed to work! Any guidance is very much appreciated! Thanks!
Requester report
Hi. I need a report showing requesters and the status of an "Additional field" . How do I do This? Regards Jens
Test Environment
Hello, We currently have a production environment and would like to install a test environment. We have an mssql database in a clustered environment. Is there a way to change the default db name from servicedesk?
Servicedesk plus incorrect e-mail Address
in a ticket, requester has mentioned incorrect e-mail address in "e-mail IDs to notify field" As a result ticket gets reopened as soon as ticket is closed due to delivery failure message from mail server due to incorrect e-mail ID, what can we do, unable to edit this information. We are using 9.3 Build 9311 Standard
Backup Schedule not Deleting
I have a schedule backup it is setup to retain only 3 days of backup but it is not deleting any of the backups it continues to grow a little help on this issues please. Thanks,
Rule to convert Incident to Service Request
Hello, Is there any way to convert inbound e-mail incidents to Service Requests? A solution can be found here: https://resources.manageengine.com/resources/resource/python-create-service-requests-by-email However, We would like to have this feature part of SD instead of custom additions. Please advice. Regards, Annfinn
Linked requests
Afternoon Everyone, first post on here for me, so hello to everyone that uses the forum. It's been a valuable source of info as we're in the middle of implementing Service Desk Plus, Desktop Central and AD Self Service. I've got a couple of development requests, my first being the resolution of linked calls changing the status If I add a resolution to the parent linked call, it will add the resolution into the child calls fine. What it won't do is change the status on the child calls to resolved.
Assigning more then 1 technician to a ticket
Hi All, Can this be done yet? I've seen this question asked from 3 years ago, and was wondering if it has been implemented. I cant find anything in settings etc or if theres a work around someone has come up with? I tried making a 'group' and adding 2 technicians to it, in hope if the requester replied to a ticket with that group attached it would email both technicians - which it did not. Its hard to explain why its beneficial to be able to assign more then 1 technician as people usually just reply
Approval Stage
Is there a way to have a Change automatically go to the Implementation stage once two CAB members approve the Change. We are currently having to manually mark the Change as Approved to move it to the next stage; even after the CAB members have mark it as approved.
Email Command
Im trying to find an email command for Last update: "$command" to put in my email. like example "$Title"
Select Only One Option in Checkboxes
How can I configure check boxes in Asset Details to only select one option? Then it will display a popup warning if the user selects another option.
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