Misspelled subheaders
Please correct the spelling of the workstation...
Blank Resolutions are back
SD-67037 where incidents had a blank resolution was resolved in build 9314 but has come back after upgrading from 9314 to 9317.
Delete some Survey.
Hello, I have one survey result that I have placed for test and I want to delete it. How can I do it? Best regards, Turan Aydin
Problem Support Portal
Hi team, I have a problem with support.zoho.com support portal. Since last week this message is coming out whenever I want to consult the service requests to ManageEngine: I don't know who to process this request, or it is a known error and is already processing it. A thousand apologies if I put it in this forum, I did not know where else to post this message. Thank you and looking forward to hearing from you soon.
CMDB - Admin tab, Configuration Item Type configuration- Add Relationship selection box rendering incorrectly
ServiceDesk Plus Enterprise build 9301: The 'Relationship Type' dropdown box is not adaptive and ends up listing the Inverse Relationship option in a different row with an unrelated Relationship option if a custom Relationship Type name exceeds the set Character limit for the cell view in this list, e.g. Create a custom Relationship Type 20+ Characters long, e.g. Relationship = "is Senior SA (System Adminstrator) for" Inverse Relationship = "Senior SA (System Adminstrator) is" Go to a Configuration
Query Script Required - Any help much apprechiated
Hi all, I need 2 scripts to run in the Query Reports which contains the following Colum's: All Users/requesters: Below are the types of data required for the extract, which are dependent on the risk level given to it: Risk ratings of 6 or 7 will require: First Name Surname Username (login name) Permission profile or access level (Tech Roles) Description of each profile or access level (Support Groups) Department Risk rating of 8 or 9 require the same as above, with additional: Full list of granular
AGENT ASSET SCAN FAILS ON SERVER 2012
An agent asset scan fails on our Windows 2012 servers UNLESS I disable the firewall. It failed with agent version 1.0.24 and I have installed the latest agent version, 1.0.25 and it still fails. I've rechecked to assure that port 9000 is open, both incoming and outgoing. I am not having any issues on our Windows 2008 servers. Is there a known "fix" for this?
Unable to close request from Mobile App
Hello, We have a technician who's unable to close a request from the app after upgrading to build 9317. Attached is the error message he gets when trying to close the request. Please let me know if you need any other information. Thanks!
Tickets open by voicemail
When a ticket is opened via voicemail it adds our helpdesk email in the CC line. This is a problem when we try to close the ticket because the helpdesk email can not have emails delivered to it so the tickets reopens with a message undeliverable email. Is there a way to close these tickets without them reopening?
Can't find how to archive request
Hello, we are using 9.3 build 9317 and the question is - how can we archive individual request? Can't find this button in actions anymore. We don't want to start automatic process (Admin-General-Data archiving) for now. Looks like Admin guide is little obsolete.
Roles for the current had (sp) changed. Login again.
I am trying to use the Android app, but I am seeing this message each time. How do I address the problem please? Thanks in advance - Terry
Share Request Feature
How are others using this recent feature? We'd like to see notifications included when sharing requests so others can follow the conversation and ticket progression. This would mirror 'watch list' functionality that is already on the SD+ roadmap. SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
Search Box in Build 9315
Is there anyway to change the default search option in the new search box? We use the "Default Search" far more than the Request Id Search. Thank You, Josh
Chat request unable to see any group
when a requester tries to submit a chat request they see a blank group and cannot select anything. How do i go about fixing this? either allow them to select a group or default to a specific group.
ServiceDesk Plus Agent
Hi Guys Is there a command i can run to force the Service Desk plus agent to post its xml file to the service desk server? I understand it does it shortly after machine boot but want options for manual posting, Many Thanks Adam
Disallow assigning Technician if call is 'On Hold'
We are having an issue with users forgetting to change a Status from 'On Hold' before assigning a new technician. This means a ticket is re-assigned but isn't very visible to an unsuspecting Tech. Is there a method whereby I can force a Status change when a ticket goes from Technician A to Technician B, or Support Group A to Support Group B?
Remove 'Delivered Within' Banner from Service Requests
Is it possible to remove the 'Delivered Within' banner on service requests that have an SLA assigned?
Mass Updates to Requests
Hello All! We're making changes to sites and support groups. I would like to make mass changes to existing requests (open and closed) based on what the currently values are in those fields. Is there anyway to do this? Thanks in advance! Scott
Import Requestors from .CSV
Hi, Was looking for a guide but cant locate one. What fields/headers should I add to my spreadsheet to allow import of requestors please? Guessing Name, CI Type, E-mail, Phone, + any address fields? Thanks
Wrong Image Path
Hello there We have several incidents where the images are not shown anymore. The link, for example, points to http://host.mydomain.com/inline/WorkOrder/8020/1491920397092.png but there is no folder 8020 at this position on the server. BUT I can find the image 1491920397092.png. It's located in another folder 3926. That's really strange... maybe I have to change the URL in the database itself? Thx for your help
Workflow on Service Requests
Hi Hopefully someone can advise on this scenario. I have created a service request for a manager to request equipment for a user (say a cell phone or laptop). I've added an initial approval for this so the ICT manager can approve this before it gets assigned to the technician to setup. We also require a 2nd stage whereby the user can confirm they have received this equipment, has anyone implemented this kind of thing before, the workflow doesn't seem to allow for this? Many thanks
Auto selecting a wrong groupname when creating an incident
Hi, Our company has multiple sites. There is a group consisting of 4 people, who are technicians for all those sites. The recenty changed their name of their group. When i create a request, and select the correct site, i can select one of the 4 mentioned technicians. However, when i create an incident, and I select their grou, it keeps switching back to the old name group. I cannot find and relation between creating an incident and the group being the old group name. anyone got any idea?
Domains and Sites
I have a ServiceDesk setup that includes two different domains. What's the easiest way to make it so that users of DomainA are requestors of SiteA inside ServiceDesk and users of DomainB are requestors of SiteB in ServiceDesk? Is there a way to simply set site to "DomainA" during the import considering there is no AD attribute containing "DomainA" that I can map the field too? Thanks in advance.
Requesters not being imported
hi, my Service Desk plus is not importing requesters. it can enumerate them but does not import them. tried different accounts and different domain controllers but no results. Here is my log. please any help will be appreciated.
SSO with mutilple AD
Hello, I'm trying to enable Single Sign On with multiple active directories.¿Is it possible? I understand that I can use multiple active directories if I import one by one the "requesters", after that, the ManageEngine will update all the active directories periodically. Regards
Icons for Template Categories
We'd like to be able to do this as well on Professional Edition too, Please explain how to use this "feature ID SDF-49758 as a reference to this case" or how can i get the same option https://forums.manageengine.com/topic/icons-for-template-categories
Email Technician from Administrator not showing initial conversation
When the administrator emails technician it does not show this initial email under conversations. If Technician responds it will show. How do I see history of emails I have sent, if the technician does not respond?
Tooltips for Category details
We'd like to see tooltips for Categories/Sub-Categories/Items for technicians to understand their purpose. This would be especially useful for new technicians to understand which category to assign to a request. As we expand our SD+ use across the organization we're looking at ways to introduce an IT tool to non IT users -- tooltips can ease the transition. SD 9311 Enterprise MS SQL ------------------------- Ottawa - Canada
Building a test system
Hi, We are looking to upgrade from 9.2 Build 9209 and would like give it a dry run first. Where can I download a this version so we can then recover our current live into it? Thanks Denis
Quick Create - New Incident
Can you add a line for the Technician assignment? This would make this feature option complete for quick ticketing.
Migrating service desk plus to a new server
Hi Support, I followed the instructions and tried restoring a backup from build 8217 to a new server with the same build 8217 However, the restoration process ended with this: Did I do something wrong? Please see the attached 1.txt file as requested.
cannot delet support group
hi, how i can delete support groups ? Which report can show where it is used
Update ServiceDesk Plus from 9.2 to 9.3 error
I had ServiceDesk Plus version 9.2 compilation 9225.I successfully update it to version 9.3 compillation 9300. When I try update to latest build 9317 i get error (in attachment): Could You help me ?
Remove or hide assign button
Hi, Is it possible to remove or hide the assign button that is visible in the request view? The reason for this is because we do not want our technicians to be able to assign requests directly to other technicians without first opening the request and choose site and group. This is quite crucial for us and i hope there is a solution. Regards, Alexander Nordin Region Halland
Requests Tab Question - Drop down to select Technician and Group
This changed a few versions back now but we use to be able to just select Group in the drop down and not a Technician under the Requests Tab (Unassigned Tickets) so the ticket can be picked by anyone in the group. Now it requires us to pick the Technician too and we don't want to do that. What am I missing? Thanks for any help. Jerry
List of incidents resulting from changes / Report of change related incidents / Incidents associated to change
Dear all I am looking for a report which shows me the numbers of incidents linked/associated to a Change. I have been searching this but couldn't find anything. Can you help me please? I know that you can Associate Incidents to a Change but how can you create a report about this? It would be very nice if the report could show the following attributes: - Change ID - Change Title - Incident ID (each Incident ID seperately in the case when several incidents were linked to one Change) - Incident Subject
Servicedesk - Customer Support
Hello, Anybody knows if the support of Manageengine Servicedesk works? I have to incidents opens but I don't have any news from them. Thank you. Alex Vega
How to use Chat feature in SDP 9315
Hi, Thanks for add chat feature in last release, but how to use it. It's require to Desktop Central or it's standalone and no need to Desktop Central or other tools. Do you have any documentation about it? Thanks
Communicating with technicians from an administrators point of view
Hello, Apologies if this has already been brought up elsewhere, but I couldn't find anything specific, at least not with an ME answer. This issue I have is that I need to ensure all technicians receive important information (for example, information about an SDP update or a nag to close requests), but we are in a situation where some only login periodically and then only to view a specific request or incident (link from a notification email). They rarely hit the Home page, so announcements often
Roadmap
Dear ME developers, Could we talk about the current state of the roadmap? It's horrible... At the moment it is a list of upcoming features with no clear progress indicator. Only vague terms in which state the development is.. Maybe add the release month for each bullet point? Or the version when something will be available?
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