Can't exclude a device
Setup, Probes, Settings, Excluded devices. Enter an IP address (in the range of the scan), and error message appears on save - Entered IP Address is invalid. How can I exclude a device from the scan?
Forgot password function
Dear All, How to enable forgot password functions on ManageEngine ServiceDesk Plus? Regards.
"Not Auth" in request list
Many of our SDP "requesters" simply see "Not Auth" for certain list fields including "Technician" or "Status". These are fields we don't permit requesters to set when they submit a request or incident ticket, but they should obviously be able to see. How do I configure these fields to be visible in the request list for requesters?
Missing Category
Hi, When I create a template for incidents I have a category called 'Service Category' and I have the option to add this into new templates. This option is not available in Service Request templates (see attached). If this Service Field exists for incidents, how do I import it in to use it with Service Requests also?
Help with Report on History Tab of ticket
I am using ManageEngine ServiceDesk Plus 9.1 Build 9118. Does anyone know if you can create a report based on the fields in the History tab of a ticket. I'm specifically looking for the created time and the updated by who. See attachment
survey link
hi, i add survey link but it doesnt work. please help me
How to SMS notify to technician by custom SMS provider
Hi, I want to send SMS notification when my request priority was Major. I configured a business rule for this with SMS notification. I attached screenshot from this configuration. In other hand, I don't want to use built-in sms provider like bulkSMS, clickatall, site24x7 and I want to use our SMS provider. 1- Is there a way to add custom SMS provider to SDP ? 2- I can write trigger and script on the MS SQL database that when sms notification created, I read it and send it. Now I can know which table
Export list of workstations that failed to scan
How do I export the current list of workstations that failed to scan?
ServiceDesk Plus 9320 Released
Dear Users, SDP 9320 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9320: SD-68034 : Request Listview : Request column spacing is getting increased intermittently. SD-68227 : Request Listview : Unable to resize "Linked Requests" column. SD-68235 : In addition to the default module delimiter for request, emails with subject having the base delimiter is also considered to identify the parent request id.
Purchase - Adding New Field Requirements
I do not know about other organizations, but for our organization, I continuously provide data calls, reporting on purchase orders categorized by fiscal year (2017, 2018, etc.) and purchase type (hardware, software, services or supplies, etc.). Our FY runs October-September, so I cannot go by calendar year (CY). Right now, I have TEXT user defined fields (both as pick list). It would be greatly beneficial for me (and maybe others) to have these two fields embedded in Purchase Orders with the capability
9320 - Error
Hi, we have upgraded the SD to 9320. When we have filtered the columns in the REQUESTS to display only the tickets for a specific category, we are still seeing tickets from other categories. See screenshot attached. This was not the case before we upgraded. Can you please hep us getting this fixed?
Build 9320 - Query
Hi, we have upgraded the SD to 9320. When we have filtered the columns in the REQUESTS to display only the tickets for a specific category, we are still seeing tickets from other categories. See screenshot attached. This was not the case before we upgraded. Can you please hep us getting this fixed?
Move from one SQL server to another SQL server
Please follow the below steps to move from one SQL server to another SQL server Step 1: Stop ManageEngine ServiceDesk Plus service. Step 2: Take a backup of the existing data and configuration under MSSQL database. From command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute backUpData.bat command to start the data backup. cmd> [ServiceDesk Plus Home]\bin cmd> backUpData.bat where, ServiceDesk Plus Home -> C:\ManageEngine\ServiceDesk. This backup will be stored under the Backup folder
System Log Error MAIL_FETCHING module
Hello, I am getting an error every minute in the system log. Module: MAIL_FETCHING System Log Message: Exception while connecting to store. Probable Cause: Logon failure: unknown user name or bad password. It is processing email at this time so I'm not sure where to look to fix and stop this repeating system log error. Should I submit a request or can it be quickly solved here? Build 9317
Not Able to create record into Manage Engine using XML- PHP (Rest Api)
Hi All, I am trying to create the record into manage engine using php curl request , as well as I am generating the xml file , but when I am running my script . I am getting the xml response like this:- <operation name="ADD_REQUEST"> <result> <status> Failed </status> <message> No input data for creating request </message> </result> </operation> Given below is my code, which I am executing:- <?php $url ='http://localhost:8080/sdpapi/request/?OPERATION_NAME=ADD_REQUEST&TECHNICIAN_KEY=3AAE6F06-08BA-495F-9402-6ADF0F00B0C6';
Technician Login count exceeds the license - in Professional Edition
Hi I'm using the Professional Edition 9 (Build 9241). We logged in with two users on ServiceDesk Plus. These users are technician1 and technician2. Our license is for 2 technicians: image.jpg image2.jpg Today, when trying to log in with the user technical1, the system did not allow us to access the ServiceDesk Plus. We have logged in as administrator and clicked on Admin -> Users -> Technicians, and the user technical1 had disappeared from the list. None of us has erased it. We have tried again to
Survey Settings on Servicedesk manager Plus
Hi there i am using version 9.3 Build 9309 of Service desk plus I am trying to set up a survey to be sent to users when a request is closed however as shown below the URL is coming back with a 404 error Is there anything i need to do to resolve this? Where is URL for the survey? I have also tried $SurveyLink in the URL but this takes me to the home page. Please help.
Default Request Search
After the most recent update, the search fields have combined in to one. The search bar is now Reqeust ID Search rather than a regular search (referred to as Default Search ). Any way this default can be changed so that we don't have to switch to Default Search every time we search? It appears as though the preferred search mode must be set each time. If this could be either a per-technician preference or a system-wide preference that would help. It would also help if your selection would remain
Report creation to show days.
Hi, I am creating the following report, however I need another column at the end which shows the days it has taken to resolve and also another report which has the hours taken to resolve. So: - Response days = Respond date - Created time, - Response Time = Respond date - Created time, SELECT ti.FIRST_NAME "Technician", qd.QUEUENAME "Group", TO_CHAR(((avg(wos.assignedtime)-avg(wo.createdtime))/1000 || ' second')::interval, 'HH24:MI:SS') "Avg Assigned Time", TO_CHAR(((avg(wo.resolvedtime)-avg(wo.createdtime))/1000
The critical issue about technician key lost efficacy under https protocol
Dear team: Would u like to check the issue about adding the request with technician key=none or any under https protocol, request also can added successfully. I think it will take critical risk in the product environment of end user. Please check and response. Here is my code: # -*-coding:utf-8-*- import requests,codecs,sys,pprint,xml,json with requests.Session() as s: url = 'https://localhost:8443/sdpapi/request' #/*--替换成实际的URL链接--*/ OPERATION_NAME = 'ADD_REQUEST' TechnicianKey
Request replies
Hi, we've noticed that when a technician replies to a request and manually removes someone from CC that person that was in CC will come back the next time the technician replies even if the conversation he's replying to doesn't include that person. Is that by design? We have the following email notification rules: Acknowledge requester by e-mail when a new request is received E-mail user when a request is resolved. Acknowledge E-mail Cc users by e-mail when a new request is created Acknowledge E-mail
Temporary Technician licenses for company merger.
We will soon be merging with a company that has service desk plus. Can I obtain some temporary technician licenses so we can keep both sites up during the conversion?
Robo Technician
I'm looking for documentation about how to setup the tasks & field and form rules for the Robo Technician so it can reset someones password. Does anybody have any examples they can post? I find the documentation really lacking in this area. Thanks in advance.
Notification Rule: Notify technician when a request is updated by editor
This rule does not appear to notify the assigned technician whenever the ticket is edited/changed by another technician. Am I misunderstanding the intent of this notification rule? Does anyone else successfully use this notification rule for same purpose? We are running 9304 with MS SQL. Thanks in advance, Craig Rice
Register button did not work in IE 11.0.9600.16428 (KB2841134)
Good day, I was just about to sign up the community and in our environment IE is the standard browser. After I received the register link I specified a password and clicked "Register" In IE the button was without function. On Google Chrome 55.0.2883.87 all fine. Thanks and best regards Manuel
Scanned Software
What is the best way to manage odd items that get picked up as scanned software? I'm getting a bunch of items in a hex form that seem to be installed on Mac OS as part of Adobe. See attached.
Assetexplorer issue
Hi. we are looking into the assetexplorer. Works like a charm. We have some workstations with SAS 9.4 (full package - licensed) from SAS Institute. But we also have SAS 9.4 Viewer. On the workstation both the full package and the viewer is mentioned as SAS 9.4. This means that the SAS Viewer is counted I the license count in SDP. Is there any workaround to this issue?
Request List does not work after upgrade 9311 to 9317
While upgrading to 9317 from 9311 the following issues has occurred. clicking on Request List will either show a blank screen or "Sorry an error has occurred Unknown error occurred while processing your request" release notes states SD-67743 and SD-67751 "Request view page is blank" have been resolved Issues Fixed in 9316: SD-67740: Request list view page is blank for some technicians after migrating to 9315 Upgrading to 9319 also causes the same issue
Jira Integration not updating request
Hello, I'm having trouble with getting the request fields updated after a Jira ticket is created in SDP. It will add a new ticket in Jira OK, but no fields at all in the request are updating with the Jira ticket details. I've gone through the documentation but can't find anything wrong with my Jira.xml or menu. I've attached a sample jira.xml and a screenshot of my menu config. Any help is appreciated. Thanks, Dallas
Vendors Used this year
Hello all, I have made a SQL statement to list all our vendors and the last time we used their service. The business has now requested to only show the vendors from this year. My statement still shows all vendors but if they have not been used this year the date is 'Not Assigned.' What am I missing to filter this out? select sd.name"Vendor Name", apa.DOOR_NO"Address", apa.STREET"Address2", apa.CITY"City", apa.STATE"State", apa.COUNTRY"Country", apa.POSTALCODE"Postal Code", LONGTODATE(Select max(po.DateOrdered)
On hold Status restricted to certain categories
Hi, I tried to post this in the community forum but for some reason it did not allow me to. Is there a way we are able to restrict the use of the on hold status to certain categories? We need to have the technicians place certain requests on hold, for a 3 categories out of 15 Thanks Rachell
Scanned software overload
We have been running SDP for over 3 years and are trying to "clean up" the assets. At this point there are over 6000 items in scanned software. Would it be best to delete all of them and start over? Is there another way to know what is "real" and "in use" software versus something that was scanned 3 years ago on a workstation that has been disposed of.
Filed & Forms Script
Hi I have certain conditions in Feild & Forms, Now if the condition is met I want to set Change Type as "Normal" and if the condition is not matching set Change type as "Pre-Approved". I am able to set "normal" but how to set IF NOT "Pre-Approved" ? SDP Version is 9.2 Build 9238. Thanks in Advance.
Asset registration - software
HI, we have installed SAS version 9.4 and SAS Viewer 9.4 on different workstations. The issue is that the Assetexplorer thinks it is the same software and counts it wrongly in the Software Tab. The SAS Viewer is freeware and the 9.4 the licensed. Please let me know how to fix this problem or what to do as workaround. Thanks. Best regards Thomas
Task not emailing on submit
I have a template that is setup with a task that is already assigned a technician. When the ticket is submitted the technician is not being notified about the task. I checked the notification settings and the box is checked for Notify technician when task is assigned. Am I missing something? Do emails for tasks get sent when the ticket is submitted?
Survey
Can I assign permission just to manage survey ? What permission need?
FCR Notifications
Is there a way to surpress email notifications for FCRs only? On many occasions, our help desk will receive a phone call and resolve the issue on the same call (eg: password reset). We would like to reduce the number of notifications to just the resolution notification or no notification at all because the issue is already resolved and the notifications may confuse customers. Currently, when a ticket is created and resolved, the customer receives an email notification stating a ticket has been created
Survey Reporting
We are currently reporting on survey results and noticed that, since questions are not mandatory to answer, the data is slightly skewed with the scores that they are reporting. They may report a score of 100% even though not all 5 questions are answered, which we don't want to count in the equation. Is there a way to write a SQL query (working in MSSQL) that would throw out any surveys that do not have all questions answered (there are 5 total questions)?
Approval Link
Is there a way to add more details for tasks to explain more in the Approval link that the approver opens? Right now there is no information on the tasks, when the appproval was sent for one of the tasks.
agent version not showing on version 9319
Hi, I updated to version 9319 on serverside. On client side I did install the asset explorer related to this new version. but for some reason the agent version is not showing up:
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