workorder.do error while merge
Hello After upgrade to 9309 we can get very often browser error Could be error related to Chrome but most of our users use Chrome Result URL: https://workorder.do/?woMode=viewWO&woID=170531 Error: This site can't be reached workorder.do's server DNS address could not be found DNS_PROBE_FINISHED_NXDOMAIN Dmitry
Change Technician Login Name?
Hi. We have a tech who recently had a name change. I can change the name and email but don't see a way to change the login name. Any help? Thanks
Change "FROM" email address on "ServiceDesk Plus"
My problem is that I was using the system with the email "suporte@consultcorp.com.br" and the email from this company has changed to another domain "suporte@securegate.com.br". We have already made the changes for authentication for receiving and sending email. (POPS and SMTPS settings) RECEIVED OK! SEND OK! All Work Fine... However, this address (suporte@securegate.com.br) is not displayed in the "From" field. Response Ticket email has send for "securegate.com.br" mail server (Over SMTPS), but "FROM"
Chat Settings
Can techs start chats? Does locked out accounts still able to chat if they are already connected? Is there going to be an api or plugin for sharepoint? "Slack integration would be a godsend but i know thats asking to much unless 3rd party does it." Does the "Exclude chat for group(s)" remove them from the user pull down or from chat all together? Does this chat feature integrate with Desktop Central at all?
Known Issues List - Enhancements to make this a fantastic tool
Having a Known Issues list should be applauded as it is the type of transparancy and accountability that all customers should hope for and expect from software Developers. So, first, Bravo! I have two enhancement suggestions that really follow the spirit of continual improvement (ITIL practices) that would make this Known Issues list effective: List the earliest known build where the issue was detected - this is very important as it helps us narrow down whether it may be the issue we are suffering
Set Requester based on Subject
Hi, We would like to integrate this with Site24*7 which I understand is possible at the moment - in that it will sent alerts/notifications to ServiceDesk Plus automatically. The problem is that all alerts will come from one email address (by default noreply@site247.com) Is it possible to have the 'requester' be set based on a subject line perhaps? Although we would somehow need to keep the ability for people to email in their requests and the tickets being assigned to the correct account based on
Mail Fetching problem
Hi. Can Anyone help me. I have configured a gmail account into ServiceDesk mail settings to fetch emails but I'm getting an authentication failed error. How can I resolve it...? Thanks.
Known Issues Lists - To make them really effective...
I have posted in the Forum for the ManageEngine software we use (ServiceDesk Plus) but I believe that this is an enhancement that could serve the entire community by at least, freeing-up some ManageEngine support time... First, having a Known Issues list should be applauded as it is the type of transparancy and accountability that all customers should hope for and expect from software Developers. So, Bravo! Two enhancement suggestions: List the earliest known build where the issue was detected
Is it possible to set Mode = Telephone but have it overwrite if to Email/Web Form if submitted through Email/Web Form
Our technicians user the same Self Service Templates that our Requesters do but we still need to track how many tickets are being logged through incoming calls as opposed to the Self Service Portal. I understand that I can have a Mode field on the form and ask the technician to change it but it would be much better if it was able to be handled as a background process. Is it possible to have the following: If submitted through Email Mode = Email If submitted through Self Service by requester Mode
Active Directory Pass - through Authentication
SSO trouble: "Can't renew SSO info. For more information use journal. http://joxi.ru/p27ZX9yH0K6YOm you can help me?
Allow import of unavailability of technicians from an external system
We use an external time management system. It would be nice to allow a scheduled nightly import of the leave requests for technicians into ServiceDesk. This way, they would not have to enter their leave requests in twice.
Mac Address Search
Hello, I am trying to find a pc by Mac Address. I do a search in ServiceDesk and it won't search by Mac Address. Is there a report or a way within ServiceDesk to search by Mac Address?
SSO stopped working
Hi, Im having a problem with SSO. This was working perfectly fine then one day it just stopped working. I have tried all sorts to get this working. Ive tried creating a new account or resetting the password on the other account, when i try creating a new computer account it says: FAILURE :Unable to access the Active Directory with the credentials specified for the domain. Please check if administrator user name and password is configured for this domain from domain details page. I have gone to the
ServiceDesk Plus 9316 Released
Dear Users, SDP 9316 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issue Fixed in 9316 : SD-67740: Request list view page is blank for some technicians after migrating to 9315.The scenario is as follows, Some technicians sets the 'Refresh frequency' to some value, say 3 or 5 After some time, he sets it back to 'Never' The server is now upgraded to 9315. Please refer to the below link for the steps to install the
Delete Unused Support Groups
I'm currently on 9302 on our production environment and noticed we have a ton of unused support groups. When I click the Support Group CI in 9302 I am unable to select the other sites that are associated with these group. We currently use "Default Settings" for each sites Support Groups. In our development environment (9316) it looks like the feature to specify the site associated with the Support Group which made it very easy to delete the unused and unwanted Support Groups. My question is, how
separate ticket ID's for different Departments
Hi can you please guide how to make separate ticket ID's for different Departments i.e for Engineering Department ticket ID's start from 1 and goes so on. for finance Department ticket ID's start from 1 and goes so on. but both Departments not allowed to view etch-other tickets. Regards, Asif
Error Free license renewal for more than 100 technicians
I actually received the license, But when I go apply emits the following error Apply an appropriate license file. The version that we have installed is: Help!
Upgrade to 9315 takes a long time
We added a process to delete the duplicate CI entries from the CMDB module during the 9315 migration. This takes a lot of time in few customer environments. We will remove this process and handle it in a different way in later builds. Please do not kill the upgrade process when it waits at 98% ManageEngine ServiceDesk|AssetExplorer Direct Support No: +1 408 916 9300 || TollFree No: 1-888-720-9500
The users session logged out automatically,
The users session logged out automatically, how we can increase the session timeout without tick the keep me sign in We faced this issue after we upgrade to latest release of manageengine servicedisk I could not find any option on admin tape to increase the session time out, Just that is available under keep me sign in tap Please advice Thank You
Lost PO attachments after moved attachment folders
Hi, I have lost my attachment files after have moved the attachment folders. Other modules than POs seems to be ok. Have any one experience this problem? Paulo SD+ 9.3 Build 9302
Site Field Does Not Update When Requester Is Changed
I reported this in a previous post but have not seen any response or acknowledgement of this bug: https://forums.manageengine.com/topic/site-field-should-have-more-controls. I have validated that the requester records are properly setup with the site information and if I go into the ticket and re-select the requester, the site field does not populate as expected. Here is the use-case that I have validated: email comes in and creates a ticket associating the requester email address to the correct
Resquest tab inaccessible after upgrade from 9304 to 9315.
Hi Guys, After upgrading SD+ from 9304 to 9315, I am unable to access the “Requests” tab. Every other tabs (Home, Changes, Solution …) works fine. Shall I restore?
Create New category
Hi expert, I would like create a new category for application. Please advise.
Technician sigantures?
Is there a way to set custom technician signatures based on who is replying to the ticket. Like any response by tech A get Sig A?
SDP Export from MSSQL and Import to Postgres
Hello We have a SDP server running MSSQL and we would like to export the databse and import it to a new server running Postgres (comes with the SDP installation). How can we go about doing the backup so that the database is exported to Postgres. Much thanks Sepand Astaneh
Chat Feature Report
Is there a way to report on the chat feature to see how many times a particular requester utilizes the feature? Could you also provide the SQL for that report it would be greatly appreciated.
Add Request API Syntax
I am able to add a new request via the REST API, but it is ignoring the date fields that I am passing in and just using current date/time. I'm using the format dd MMM yyyy, hh:mm:ss. Any ideas as to why this doesn't work? XML <Details> <parameter><name>requester</name><value>Smith, David</value></parameter> <parameter><name>subject</name><value>The subject of the request</value></parameter> <parameter><name>description</name><value>The description of the request</value></parameter> <parameter><name>callbackURL</name><value></value></parameter>
Techs can't see/assign some of the request status'
There are 8 request status options to choose from, however, the techs can only see/assign some of them to a ticket. I have uploaded screen shots. I, as the admin, can see/assign all of them. Techs used to be able to see/assign all of them. Do not have a date when this started. We are on Service Desk Version 9.3 build 9300
RequestLink Url
Dear support, it was brought to my attention today that the URL being generated when a Technician is assigned is not 100%. It has a Semicolon in the url which causes the link to break. I have changed the Technician & Requester's names. The Semicolon is after woID. Example Please be advised that request ID ##11395## has been assigned to Technician1 with the following details: Requested by: Requester1 Created by: Creater1 Due by date: Jul 24, 2017 01:15 PM *************************************************************************************************************
Form Checks - Part1
We've been working with a few clients recently extending the capabilities of their ServiceDesk Plus Service Catalogue templates. On a number of occasions the issue of time wasted owing to incorrect data being logged has arisen. A couple of these issues related to the logging of data such as making sure numeric data is consistent and date validation. Often these issues arise as a result of collecting data, in a new starter process for example. For one client the logging of an Employee ID number
Form Checks and Balances With ServiceDesk Plus – Part 2
Last time out (https://forums.manageengine.com/topic/form-checks-part1) we were adding some data verification checks to a template form in ManageEngine ServiceDesk Plus to check on the length, and hence value, of a numerical data input field for employee ID numbers. As mentioned this client also had a requirement to check on a date entry field for the delivery of a service and advise the user if the requested delivery date was realistic. Using Field and Form Rules on a Service Request template
Why not do i18N for the calendar used in SDP？
Dear team, I had reported this issue for a long time. But the calendar used in SDP for request/project/.. module still shown in English. please refer to the attached image. please pay a high attention on it.
Incident Approval
Good Morning. We have seen that as of Service Desk version 9303, if approval of an incident is made by someone and we have more than one approver registered on the ticket, the other approvers become unnecessary. This new feature does not suit us. Is it possible to return the format as it was before, or add a parameter to select how the system should behave? Or, make the system have an authorization process by access levels? Thanks. Best Regards.
COMPLETE_JSON_FILE file content
Hello Team, Stupid question: what is the content of $COMPLETE_JSON_FILE Could you share a sample of all containing field in the file? Regards, Eric
My Tasks Showing Closed Tasks
On the home screen under "My Tasks" it shows a list of tasks that have long been closed. Is anyone else seeing this with the newest release? Just started happening with 9.3 Build 9304
RequestCloseLink
Добрый день! SDP 9.1 Сборка 9118 При уведомлении автора о том, что заявка решена мы просим автора подтвердить решение. Столкнулись с тем, что для некоторых авторов гиперссылка не вставляется (ссылки нет, просто текст "здесь") Прошу помочь! С уважением, Дмитрий
Software licensing details inaccurate
Hi, We are currently trying to get our CMDB up to date with licencing, and we have come across a problem where the totals in the Software Details tab are higher than those in the installations tab, resulting in our software showing as under licensed even when we have available licences. For example, we have verified 118 installations of visio, and 194 licences purchased, however, the totals on the software details tab show 123 installations with 5 unlicensed. But when we go to the installations
\n and \r showing in POs post 9.3 upgrade
Have noticed that all our pre-9.3 entered POs in the system are showing \r and \n in Shipping Address, Vendor Details and Billing Address. Not sure why those are now showing as they previously weren't. Has something changed with those fields so that escaped sequences are now being shown literal? How can I go back and remove all the \r and \n from these fields, is it a dB UPDATE I should/can run?
Ability to select project(s) in gantt view across projects
We'd like to be able to select more than one project when viewing the 'Gantt View Across Projects'. Currently we can only select 'All' or one project: SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
Purchase: Bring Back Open in New Tab/Window Features
When I upgraded to v9.3x I lost the capability to right click a purchase order and select open in new tab or window. I used this feature when updating a PO from a list of searched orders. That way I can keep my list readily available to update the next PO and so forth. Now that the feature is gone, I lose a lot of time because after updating the PO, my searched list is gone and it takes me back to listing all POs. Please..please bring back the Open in New Tab or Window feature. I use this same
Next Page