Hold requests that depends on other request
Hi, I need to this feature: Hold requests that depends on other request. Can you add this to next release? Thanks
Dynamic Pick list
Hi Support, I am doing a POC but i need your help on how i can create another picklist for say 'Field Managers' just like the one for requesters were by when a name is typed in, the field pops up more names that match the typed in name. Please advise
File attachment folder structure
We recently migrated servers with success except for the file attachments. It appears that whenever a new attachment is added as either a request or purchase order, the system is automatically creating a new subfolder called fileAttachment. It has reached the limit of the operating system and will now not store any further documents. When I try to change the default location in the Self-Service Portal setting, it will start the migration process and then stop due to the character limit of the
On form Submit - Can I?
Have the system create a ticket? I tried to do this with tasks but creating views for tasks isn't a real thing, and my employees tend to miss tasks ALL the time. So I am trying to make the forms create tickets on form submit. For instance an employee is terminated, the termination form is filled out by the supervisor and submitted, the form creates a handful of tasks, such as disable account, disable email, remove user from 'x' application. This is where it goes sideways, tasks are great for
Quick question about setting tasks
We have a workflow built out for new hire requests. If we set the workflow to "manually trigger tasks" and then "set tasks" under field and form rules, will that assign specific tasks based on the rule? I know that seems like a simple question, but I want to make sure I am building this correctly.
How to merge two service catalog
Hi, Do you have any solutions to merge two service catalog? Thanks
How do I control the order of Check Box items in a Resource question.
Hello, Im trying to add checkbox items into a question. I wish other to be at the bottom However it comes out in a random order not related to order put in or not even alphabetical. Can you please help? Jonathan
We are unable to import ESXi hosts to add to our SDP inventory/assets
We are unable to import ESXi hosts to add to our inventory. We do NOT have VCenter and instead run standalone ESXi Hosts. We can manually scan them and a XML File is created, however we are not able import it. We can add our Linux KVM VM hosts just fine, however we'd like to import our StandAlone ESXi hosts as well for adding asset to the change controls, tickets, problems etc.
Issues with the "Replying to a Request" template
Right now I have the following as the "Replying to a Request" template: The template works and looks fine on the requester's end, but when the technician goes to reply to a requester's comment, this will happen: So the template applies itself again, and it looks... awful. Am I doing anything wrong? How can I get it so this doesn't happen? FYI - I designed the template in Microsoft Word, and copy/pasted it into ServiceDesk Plus.
Java unknown source errors during setup
Hi, I have just installed service desk plus onto Windows Server 2012 R2 and from what I can see everything installed just fine. I used the defaults for everything including the database. I am now trying to change the database to MSSQL but seem to be encountering some errors. I run the change DB bat file and fill in all the details then test the connection which comes back as fine. I hit save and then the bat file seems to just throw a few errors. I have attached the file for reference. Hope someone
Please help me
Help, I can not start the server from the help desk and I can not see anything, I initially uninstalled the program by mistake, but when trying to install again I could not execute it, I really need help. Tells me that port 8080 is busy, so I change it as I found on some pages but the problem persists
Report Script
Hi Everyone Please assist how do I get a script of a report that was created under reports tab. Please refer to the attached screenshot. Please assist. Regards, Delisile Mzila
How do I change a login username? (for a technician)
We just discovered the Service Desk Plus iPhone app and would love to get started using it. Unfortunately, quite a while back I used my Active Directory username, but did not have it authenticate against AD/LDAP. Now I can't log in to the mobile app because my username is the same as a directory username, so the app gets confused since it isn't multi-domain aware. Any thoughts on how I can change my username without changing any historical data? I imagine my username should only exist in one location
Be the first to witness the cool features!
Dear User, Have a first look at our latest features in ServiceDesk Plus. This release includes, Requester Chat. Combined Request and Task view. Enhanced UI under the Request Tab. Mark your favorite custom Views and sort them. Filter your request history and sort them. Refer settings of one site for configuring another site. Merge Service Requests with updated UI. Sync deleted users from AD. And more features and issues address in this patch…….. This is a preview on what you can expect when the patch
Report to monitor call count in a queue over the week
I want to add a graph to show the calls open in a queue and how this changes over the week, preferably with Open and On-Hold calls amalgamated into the total count. Basically we want a call count of active calls at the end of each day so we have a visualisation to check if the queue is going up or down over the week, I can't work out how to achieve this though using the reporting function.
Assets Gets Removed Automatically from Inventory
Dear Support, Our scanned assets gets removed automatically from the assets module, ME Agent is also present in the end user system but still does not shows in asset explorer. Please help us out in this regard to maintain the assets from deletion automatically. And I also want to know that which gets assets which certain removed from our inventory. (Required any query Report). Regards Mooez
How to change overdue status?
Dear Friends, SDP Administrator want to change the overdue status from true to false, because some tickets need tobe edited for removing SLA violated flag. So How can I do? Thanks
E-mail Command
hi, When the user sends the mail automatically opening the incident, Is it possible to automatically choose support group from email command ? or how i can do this ?
upgrade versio
whats wrong ... i would like to upgrade my version and i check this Your Version : 9.3 Build 9300 Latest Version : 9.3 Build 9314 [Details] then download this : ManageEngine_ServiceDesk_Plus_9_2_0_SP-1_0_0.ppm but when i run the upgade it say , its allready there the patch how can i be ? thanks \
passthrough auth fails
after upgrade to latest version of sdp passthrough authentication has failed below is exert from jesper.log 2017-07-01 02:00:55: NETLOGON: Bind successful 2017-07-01 02:00:55: NETLOGON: Session authenticated 2017-07-01 02:00:55: NETLOGON: Secure Channel encryption installed 2017-07-01 02:00:55: NtlmSecurityProvider: NTLM2 Session Security was not negotiated 2017-07-01 02:00:55: NtlmSecurityProvider: Acceptor negotiated NTLMv2 2017-07-01 02:00:55: HttpSecurityService: Domain\username successfully
Thread to thank the devs and support people!
Just that! Very impressed by the level of and quality of support.
Cant connect to mail fetching error.
Hi. Seeking help to connect to mail fetching, its keeps saying error to mail. We have: exchange 2013 on a windows 2012 server the servicedesk is installed on a windows 2012 I am confused about whish account I should use to connect with. A domain account or that mail account? see picture.
Asset Management Policy\Program
Is anyone doing asset management "well" in service desk plus? would you be willing to share any written policy, work instructions or workflows associated to your process? Thanks!
ServieDesk Plus Upgrade
Hi Everyone I am doing ServiceDesk plus upgrade anyone who have all the steps containing screenshot please assist. 9.2 Build 9226 Latest Version : 9.3 Build 9314 Regards, Delisile Mzila
Upgrading from 9307 to 9314
Hello, Last night I tried upgrading our ServiceDesk software to the latest build. I performed a backup of the database and then when the Java UI came up to select the service pack file I downloaded from https://www.manageengine.com/products/service-desk/service-packs.html I get a message that says we are already on the most recent build. However in the about section of ServiceDesk it still says we are on build 9307. Any help is greatly appreciated! Thank you, Skylar
Do you know your incoming request velocity?
If there was an award for the most common help desk related questions asked, it would go to one of these- "Hey man, how many requests do we usually get on a daily basis?" "The helpdesk guys look very busy. Are we getting a lot of requests lately?" "There are so many unpicked requests in the queue. Do we need more people?" Ironically, this is the most probable answer you would get to all these questions - "Umm... I don't know.. I think so.. Let me find out" I can help you give a concrete answer using
Requester - Additional Field available to filter requests?``
We import requesters from Active Directory daily; however, for a couple of reasons we are not able to reply upon the information contained in the "Site" field in the Requester details. We have employees in roughly 20 buildings located on our campus, and in one building at a different location in the city. I have two people on the Desktop Support team at the off-campus location, and need a way for them to filter the request list for tickets from Requesters at that location. I know that's one thing
How to Add custom fields Based on service catalog on a current report.
I have build a report using Create Report Wizard. I have copied the Query suing Show Query button. I would like to add to the report Custom Field based on Service Catalog. I have already found the Request Template ID, ColumnAlias and Service Definintion Number. I just want to add three filtered field from service catalog template (data alreade filed in a form). Thank you for you collaboration and support.
Custom Trigger Bug
Dear All, I understand that this was a bug with reference to Id SD- 62613 .But when ever the custom script is run it brings the error below. I am currently using 9.2 Build 9239. Do you think upgrading to the latest version would solve things as the custom trigger is a major requirement for most of our automation. Kind regards, Seruken
javascript to sort item in a additional field
hello, I created an additional field (pick list ) where I added a lot of items and I want to sort customized base on my need ( currently it is by default sort by A-Z), if you could support me with a custom sort where I can arrange order or items base on my expected. ex: Exchange, Active Directory, LDAP my order: LDAP, Exchange, Active Directory thank you !
Resource fields readable usin Script
Dear Colleagues, I am currently working on a project and it would be nice if Additional fields under resources are made active to work with Python Scripting. Currently the additional fields are not readable with python scripting and using the other type of additional fields isn't so smart as it does not support check box buttons. Kind regards, Kenneth
Report Security
Is there a way that I can display/allow access to specific reports/report folders to technicians. I have tested and for some reason the reports module is not that security driven. For Example. A Finance Technician can run reports for Infrastructure, although the setting for the role applied is "All in group & Assigned to Technician [Requests and Changes only]"
mail format in SDP
Hello, When request is created from incoming users mail, in request view every line has additional break line. Eg. looks like:
the server is not running, please help me
I have a problem to start the application, uninstalled it by mistake, but when trying to reinstall it has been impossible, try many times but the problem persists, the server is not started correctly and could not view the application again, please help . I tried as I said in a forum to change the port but I still can not make the application work.
Notifications Based on Support Group
In the current configuration of SD+, the type of notification is sent regardless of the support group. If we have "Acknowledge requester by e-mail when a new request is received.", SD+ will send a notification for all requests regardless of support group. We would like the availability to be able to send different notifications based on the support group. For example, we have a Windows Support group that is used by some of our developers, and a general Support Group for all end user requests, such
Exporting data from ServiceDesk
Hi, Can you please let me know how to export data from tickets residing in our servicedesk system to .CSV files so they can be viewed in Excel. Thanks, Regards, Amar.
Send email notification with new ticket status
Dear All, I create new ticket status: In-progress. I want if technician change ticket status from open to in-progress, an alert email will be sent to requestor. So How can I do? Thanks
Changing default database name for SDP
Hi, Does anyone know if it's possible to change the default database name for use with MS SQL as we will be having two different instances of SDP running in our environment. Thank you
Change default database name for SDP install
Hi I'am in the process of running another instance of SDP but i would like to rename the default database name that is 'Servicedesk' as we already have a live database on MSSQL with this. How do i go about doing this? Many thanks
Query report all requests per technician.
Hi, I would like to generate the following report with all requests per technician. Almost same like query in topic* but then from all requests per technician in report. *) https://forums.manageengine.com/topic/query-report-i-need-monthly-report-request-status-per-technician Thank you very much for any reply on this topic. Best Regards, F. Jansen
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