Password policy for local accounts
Is there anyway of applying a Password policy (ie. Minimum 8 characters, 1 number, 1 punctuation mark, password expires after 90 days etc) when the servicedesk is not connected to AD and using local account authentication? Cheers Simon
Custom reports
Hi, I've read in other posts here in this forum, that you can create custom SQL queries to generate reports, etc. I specifically need to generate a TimeSpent report where the Requester email address is displayed. My version of the application is: ServiceDesk Plus Standard (Cloud) Please, advise. Thanks, S.
Disabled Active Directory authentication
I disabled Active Directory authentication and now I cant log on to the manageengine, I tried Username: Administrator Password: Administrator but it logs on as requester Please Help I need to log on as administrator privilege
Change Templates and hide options
Hi We are testing a new version of the application and as part of the change process we have set up some template to hide specific option and for certain field to appear in and stops selected i.e Change type: 3rd Party (see attachment "SD1.png") will open a a new field called 3rd party and at this point you can select from a list of 3rd party vendors (see attachment "SD2.png") after a change has been submitted the submission tab will show these files even if they were not selected to be shown (see
The Requester deletes my "Request Closure Code" when perform the "$RequestCloseLink"
Hi, 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" We mesure the customer satisfaction with this "Closure Code", and when the System does that, we can't even see this request closed by the customer in the Reports. Also, the "Request Closure
Disallow Request Closer of Associated Task Aren't Close
I am trying to put in a rule that if all takes aren't closed a request can't be closed. How can I accomplish this?
manageengine cti integration with elastix 4.0
Hi Guys, i've setup manage engine service desk plus msp on a server and I'm trying to enable cti integration with my pbx. I'm using elastix 4.0 as my pbx but so far I've not been successful, I've followed all the steps including setting up telephony server setiings and enabling screen pop for a rep but still no luck. I'm on a deadline and I really need help. I was hoping it would be straight forward but I'm stuck as it is, any suggestions or help would be helpful.
DNS redirection issue.
DNS Redirection occurs when using Chrome, Opera. The server that hosts the servicedesk is called http://example I have a DNS entry to redirect to Http://help to server 'example' in chrome, and opera if you type in http://help you get redirected to 'settings/help' Ideas??
Scanned software list
Hi everyone, We are in a process in which we are trying to make our servicedesk more clean and effective, with regards to both reporting and usage.. We have been looking at the software part of the assets, and came across a problem, which is how do we make software "bloatware"/unmanaged software disappear from the servicedesk? e.g. I can see that I can add them to excluded, but that doesn't "remove" the software from the inventory, which is a bit messy.. Does anyone want to share how they use the
Notifying Service Desk Representative (SD@example.com) when a note is added to any request. please help in this....
Notifying Service Desk Representative (SD@example.com) when a note is added to any request. please help in this....
Purchase Order multi level approval
Hi, In our PO workflow, we have defined multi level approval based on approval limits. In one specific situation, when a PO is already approved by all levels before ordering there is a change required in PO. After the changes are made to PO, it is again submitted for approval. This approval should again pass through all the levels before order can be placed. However, after editing the PO, only first level approval mark the order as approved. Because of this, the second and third level approvers are
Upgrade fails
I am trying to upgrade our on prem version of Service Desk from 9311 to 9317 without success. I downloaded ManageEngine_ServiceDesk_Plus_9_3_0_SP-0_17_0.ppm I am using these instructions: https://www.manageengine.com/products/service-desk/service-packs.html#sp The upgrade appears to complete without error, however, when I start the service after upgrading, I am unable to access SD at all, port scan tells me that the web server is not starting. Before doing the upgrade, I deleted all the logs in
aeagent.exe error 0xc0150002
Hi, I am running SDP+ 9233 and upgrading agents to version 1.0.23. However on windows 2008R2 servers I am unable to install/upgrade the agent. When I try to install the agents, I get the following error "The application was unable to start correctly (0xc0150002). Click ok to close the application" On further investigation I found that this was also the case with agent version 1.0.22.
SDP via Application Proxy
Hi Ive setup SDP via Azure Application proxy. Been able to logon (on and off..) Right now i get til logon screen, but it says that my username or password is incorrect.. Any Ideas?
Help Required - Departments Missing
Hi I deleted a few sites in the system. The result now is that I cannot see any of the departments. They show in drop down lists everywhere ( Assigning Workstations to Departments etc but there are 4 to 5 same departments- Example Urology Ward appears 5 times in the list) When I open the Departments Tab from the Admin menu I can only see one department ( See attached Screenshot) Can anyone tell me what happened? And whether I should be worried about this ? Since I can add new departments normally
Menu on left hand side
HI, did upgrade from platform 9.2 -> 9.3. But now I cannot see the menu on the right hand side. Ie on the request tab, I was used to do a search, but this menu is not present anymore. Any advice on how to add the menu back on the right hand side? Thanks. right hand side marked with yellow No menu on right hand side:
When will we be able to have technicians pickup tickets but not assign to others?
We keep running into an issue where technicians will either reassign requests to others or incorrectly assign tickets. If you take away the assigner role they cant even create tickets for themselves or pick up tickets. This is a very large short coming
Request List view
Hi, I'd like to know if there is a way to limit the amount of Request List Views on ServiceDesk Plus I've managed to limit the amount of custom views that were made public but cant find a way to select which views we need At the moment there a lot of unused Default views, eg. 'Completed requests' & 'Waiting for my update' I'm currently on 9.3 Build 9306 Thanks Sam
Where did the Reply button go when a technician is replying to another technician's email? Can only Forward or Resend.
After an update yesterday, a technician is unable to reply to another technician's email in the request The only options are Forward and Resend. This is very inefficient. We should not have to leave service desk, open a separate email application and create a new email, just to create a reply. There are MANY times, when more than one technician is involved in a request. Notes a good tool, but not always the best way to communicate. Thank you.
Ticket Id : #8092582 // Requester cannot add attachments
Some of our requesters cannot add attachments. They just normally click add attachment, then the choose the file, but when they click on add button, there is no action . They submit the request without any attachments. But when the technician do edit , the attachments appear , but really there are no attachments. please look at these pictures below. our version is 9.3 build# 9317
submit image on adding request api
i want to know if i can put <img> o inesrt image on adding request some like this <parameter> <name>description</name> <value>some img <img src='http:someplace.com/img/i.jpg'/> </value> </parameter>
Many Issues After Upgrade from 9307-9315 and Beyond
I have submitted a ticket (8086056). However, we have gotten limited response and our ServiceDesk is getting unusable. We successfully migrated from 9307-9315 but experienced some issues generating support files, looking at reports, and looking at our system log viewer immediately after the upgrade. We also were unable to send an email using the ##reportID## tag and new tickets are created each time. We were instructed to rename our REPORTS folder to reports.old and then restart the server. We
Issues with importing Workstations with similar names
Hello all, We are currently pushing out the 'ae_script.vbs' script via SCCM to our servers on a weekly basis to populate the asset database. We are having an issue where it seems to be skipping some of our servers as they have similar names. I found the following in the log: [10:25:53:081]|[07-25-2017]|[com.adventnet.servicedesk.asset.util.AssetUtil]|[INFO]|[90]|: Do not update the history if there was ignorable memory difference :WORKSTATIONNAME - wasp-app2.Domain - wasp-app1.Domain. I'm not sure
Associate a change to request via API
I am trying to setup a custom menu to create a change from a service request using the script found here: https://resources.manageengine.com/resources/resource/create-a-change-request-through-request-custom-triggers-python I want to make sure the change it creates is associated to the request. Is there a way to do that via the API?
Helpdesk Request could not be sent
We just integrated ServiceDesk Plus MSP (professional) with our Desktop Central MSP (registered version). We've already configured ServiceDesk Plus MSP Settings successfully in Desktop Central. When submitting a ticket from an agent station through Send Request to Help Desk on the system tray, the tickets goes to ServiceDesk Plus MSP - Request successfully but we keep on getting this error: Helpdesk Request could not be sent. Contact your administrator to verify "ServiceDesk Plus Settings". We also
Script needed to add an approver
I am attempting to get a script to add a specific email to only 1 level of approval. When looking online all the examples give multi-tier approval. I am below new when it comes to scripting so I am hoping for some help. Here is what I have so far. Custom Trigger: When Subject = Create Server for Tier 2 Run script: python approver.py $COMPLETE_JSON_FILE SETTING APPROVALS FOR DIFFERENT STAGES: { "operation": [ { "INPUT_DATA": [ { "StageOne":
Query script
I need a query script that can allow me to see the Technicians that have logged into the SD Plus Enterprise in the 1. last 5 years 2. last 3 years 3. last year Please send your response to folait@folait.co.za Regards
Auto-assigning either Tasks or requests to different groups?
This has probably been answered before, but I couldn't find it... I want to do this: Requester completes a request to process a new employee. They will always need a network ID so always create a task for the Network team. Do they need a phone? If yes auto assign a task to the Telcom Group Do they need a computer? If yes auto assign a task to the Hardware group. I know how to set the rules, but it will only allow me to auto-assign to ONE group. There must be a way to do this. I would think it's
Incident & Problem
Dears, How can we closed all associate incident when the problem closed. How can we associate the recurring incident per person to a problem management.
How to keep tickets from being auto-assigned to technicians on leave?
Our helpdesk hours are: 7:30am-4:30pm. We have a 2 hour SLA. For some reason, MESD auto-assigns tickets based on SLA ending date/time rather than ticket creation time. I was told this is by design. So if a technician is on leave today (which MESD defines as the same as the helpdesk hours), if a ticket comes in at 2:31pm, the SLA ending time is 4:31pm which is past the leave time for the day. So MESD says, "The technician is no longer on leave, I will assign them the ticket." After the ticket is assigned
Adding Requester Email to Custom Report
Dear Team, How can I add the requester Email ID column to the custom report (generated by me)? (Version (9.3 Build 9302
Reply as issue
Hello Team, I try to send reply as support group email, but requester receives an email from the main account always ex: I send a reply to nghi.vu@domain.com from admincare@domain.com But nghi.vu receives an email from itsm.mail@domain.com Support email: admincare@domain.com (already alias of main account) Main account: itsm.mail@domain.com (which configured in Incoming/Outgoing) Requester email: nghi.vu@domain.com Please help to check
Help Fetching Emails
I have hard time setting up to fetch emails, which using Office365, not google. Other support had mentioned to me below but it does not seem to fetch any emails. I followed what it says but I cannot get this to work to create any tickets. Support had mentioned to me below: If you are using office 365, please make sure the below settings are configured for the incoming and outgoing mail server settings by going to Setup-->Mail Settings-->Mail Server settings Under Incoming Mail Settings Server Name
Solutions in Request
Please explain how the solutions are selected when creating the request?
When the application is created, go to the "Solutions" tab and select the selected solutions.
How are they chosen? As for the application, by category or something like that? I want to understand how I should properly fill the knowledge base in order to make the right decisions in the request? Thank you for answer.
Response Delimiter
I would like to request that the function for listed below be changed to where we can keep to what it was before. SDF-65039: Option to configure the base delimiter. Admin >> Mail Server settings >> Delimiter. Note: By default, the base delimiter is ## and delimiter for each module is Request-RE, Change-CH, Problem-PB, Project-PJ, Solution-SO, Task-TA, PurchaseOrder-PO, PurchaseRequest-PR, and Contract-CO. I have fought for 2 years to get people to put the ##Service Request Number## in subject of
ServiceDesk plus ver. 9317 features
Hi, I am using ServiceDesk plus ver. 9317 and want help in below points. 1. 1. How to pre-define work flow of the call in Manage engine. 2. 2. How to Manage Approval authority in single flow where approval may be from different dept. 3. 3. How to Manage Escalation Matrix which auto escalate to respective authority once the time trigger 4. 4. How to calculate time line for each dept/personal took for approval in point no:2 5. 5. Auto assigning of calls between two department
Improving ServiceDesk "Tasks"
I'm noticing that "Tasks" assigned are being forgotten because they are not combined with the incident tickets. It would be nice to have tasks and incidents on the same page (since we spend more time responding to incidents/service requests NOT tasks) so they are always at the forefront of the mind NOT out of sight out of mind. Does anyone else feel the same way? OR is there a way to set this up already? Thanks! Tim
Is there a way for requestors to acknowledge and agree that the work has been completed?
I am looking for an electronic solution within Manage Engine for our requestors to acknowledge and accept the work that has been completed per their request.
Target practice with your helpdesk
My friends and I met up recently at a coffee shop that had a section where you could shoot darts. I got a chance to shoot some darts for the first time in my life. For some reason, I had never shot darts before. Like ever. It took some practice but eventually, I found a way to get better. Every time I threw a dart, I calculated how far it landed from the center and adjusted the subsequent throw to make up for it. It took a while and a lot of totally avoidable damage to the surrounding walls before
Alias URL
Hi, can you change the Alias URL in a config file rather than the system itself ? A
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