Auto Assign Requests
Hello, We are testing the auto assign function for load balanced assignment. We have a technician that is in another region and typically only supports sites that are open in his time frame. Is there a way to setup the region,technician or sites so that the technician isn't getting assigned tickets during their his off hours?
Invalid API key
Good day ZOHO team. Here is an issue. There is a suspicion that Desktop Central does not add new software to Service Desk. When I tried investigate where is the problem could be I've discovered issue with API key. Open "ME integration" - Desktop Central and find out that API field is empty. I have technician account and can generate API. But after I enter generated key (tried with both - with expiration and without it) I have error message (see attachment) "Failed to update Associated Applications
Using GMAIL in the setup
Folks Just starting with ServiceDesk.....not having good luck setting up GMAIL as the incoming mail server. Anyone out there know how to do this? Thanks!
Survey feature request
Hi, Can you add a feature where you can request a survey completion based on criteria? Example: We have different Business and IT Services configured in our Service Desk. We have a requirement to send surveys based on the Service Category of the ticket raised e.g. Facilities. Many thanks, Lee
Dominance
Hi, Can you confirm if Business Rules will override the Priority Matrix ? We are looking to amend out priorities by are assuming that the Business Rules can and should amend these based on our conditions, the last thing we want is the Priority Matrix having a fight with it over priorities. A
SDP behind reverse proxy at non-root directory
My team is evaluating ServiceDesk Plus. We would like to run the software behind a reverse proxy at a non-root directory. For example, we would like to expose the URL: https://reverse-proxy.ourdomain.com/support/ as a proxy for the internal URL: https://sdp-server.internal.ourdomain.com:8443/ We've tried to set up this configuration, but the URLs within the ServiceDesk Plus application's web pages use many absolute paths, which don't work through the reverse proxy (since the external URL isn't
requests automatically having a resolution submitted
We require all tickets to have a resolution filled in before closing however after we upgraded to the newest version all new tickets created have an auto resolution from the system. This is allowing all the techs to just close the ticket without putting a proper resolution. How can i fix this? image attached.
Add a Font to SDP
Is it possible to add a new available font to ServiceDesk Plus? If so, can you describe the process and the type of font (.tt etc) to use? We have an in house font our Marketing team is using, which they would like to incorporate into ServiceDesk Plus. Thanks, Steve
SDP changes custom triggers！
How to change the field of custom triggers in SDP?
Automatic forward request to external email
Is there any way to automaticaly forward on a request to a email address? We have created several custom request forms and need to be able to send a copy to other email address within the company. Is there any way to do this? It would also be ahndy to only do this when certian fields are set in the form. Any sort of ideas on this would be most welcome. SDP 7005 installed on Windows 2k3 Server using MYSQL as the DB. thanks
Cannot run program "RemoteControlViewer.exe": CreateProcess error=2,
Hello, I want to connect RemoteDestktop from the Agent, I Show the massege "Cannot run program "RemoteControlViewer.exe": CreateProcess error=2, Sistem belirtilen dosyayı bulamıyor " I was update 9.2 Build 9241 Old version 9.2 Bulid 9238 it was working. My java Version is 8 Update 121 (32Bit) What Can I do.
Logging into Self-Service Portal creates a new Requester account
Good afternoon. We are just starting to use the Self-Service portal and found that when a requester logs into the portal, a new account is created under requesters. If I modify the new account to have the correct information (full name, email address, etc., the user cannot see their submitted ticket any longer in the portal. I noticed the domain name pulled from Active Directory is redplanet1.org (Canonical name) but users are not able to log on when they choose that domain in the drop down. They
Polycom IP Phone Asset Discovery
We are just starting up our implementation of SDP and doing network discoveries to pull in all of our network asset information. We have a few hundred Polycom soundstation IP phones that show up as failed scans in the Asset manager module. They respond to ping and HTTP but not much else and no indentifying information is extracted during the discovery. Has anyone come up with a way to handle having all of these in the asset discovery database? I dont really need to manage them with SDP, just
Weekend Reports
Is there any way to get a report made or run a current report that will allow me to pull up all tickets for the last 6 months for only weekends? Verision 9.3, Build 9309
Trying to use remote control
Hi I am trying to use remote control from servicedesk. I have click on the desktop central option but it never lets me remote it. It just says connecting. What do I need to check? Thanks
Fill worklog on response
Hi, is there a way to fill out a worklog automatically once or while a technician replies to a request instead of replying and than adding a worklog? Or to have an extra input underneath the reply to fill out a worklog in one hit? Cheers, Per
Upgrade from 9.2.18 tom 9.3.0 claims success, but logs say otherwise and no local auth
When I try to upgrade a functional copy of our production, licensed, SDP server in dev it will claim success, but the logs show errors. Then, I can no longer log in as the local admin, even if I manually run the pgSQL commands to change the password to "admin" The errors I get in the file are: Jun 22, 2017 9:19:30 AM [com.zoho.framework.utils.FileUtils] [WARNING] : Unable to delete file [C:\ManageEngine\ServiceDesk\applications\extracted\AdventNetServerContainer.eear\AdventNetCoreContainer.ear\AdventNetCIS.jar]
Updating Survey options.
Surveys are very General. We can currently set satisfaction levels and the user has the ability to add comments or suggestions at the end of the survey. Proposed Idea: In defining the Questions can we add to Edit what type of questions we would like for answers? Examples would include: Satisfaction Levels, Memo for comments on a question, Specific data we want to collect that requires the user to check one or multiple boxes, Yes/No option, sub-questions in/of an area, etc... I think this would
SLA Definition Report
I am looking to create a report where I can get all the Defined SLA's with their respective filters and actions in to a report for audit purposes. Any Ideas? We use MSSQL and are on Build 9308 Regards
Regions
Hello, We are looking into filtering the requests by region (Americas, APAC, EMEA and Global). Although it is possible to filter on the Region field, it is not available on any template canvas. I assume this is because we are not using sites in SDP. Does that mean we have to define a custom field instead? How would you handle this? Best regards, Demetrius
Would like to add different satisfaction levels for the different questions in User Survey
I would like to add different satisfaction levels for different questions in the User Survey. Just noted that currently any added questions takes the defined satisfaction levels defined, uniformly. Any insight will be appreciated. Check attached snapshots. Regards, Davis Onsakia
Workstation audit failed. Could not identify the cause
Dear sir, Yesterday I have upgraded 9.2(Build 9226) to 9.3(Build 9311) after that i am doing Manual pc scan some errors came.please check below. Error : Workstation audit failed. Could not identify the cause. please help. Thanks Viraj Potnis
Scheduled on hold via API Rest
Hi, is "scheduled on hold" function in API Rest possible, the same behaviour like web app. thanks
Site not pulling into new tickets automatically
Hello, We are on version 9308 and have had one instance of ServiceDesk for IT running for years. Recently, we added a second instance for our Payroll department with all new and separate data. I set up the new Payroll instance by mirroring what we had in the IT instance and went through all the sections in the Admin tab. I've noticed when new ticktets come into the system via email, that the Site field is populating much more, 90% of the time, in the new instance. The old IT instance does not
Setting a technician to see only their department requests
Hi Everyone, Is it possible to set a technician so they can only see their department's tickets within a support group? For example we have a general helpdesk support group, Could we make the manager of Department "X" be able to see only their departments requests within this support group if they are a technician, without having to see all other types of requests within this support group? I dont know how simple i made it but hopefully someone understands me :) Kind Regards, Luke
More options to ordenate the requests
Hello, Currently, when we choose a column to ordinate the requests, the previous order is lost. Will be very helpful if we can ordinate the request by more than 1 column. Eg.: order by 'status' and by 'creation date'. -- Tainã Rodrigues ACSoftware Brasil
Issue with Mail Fetching
Mail Fetching not working even all the server setting are correct.
service desk plus configuration on Android
Please advise on the below error message coming on all Android app, please advise if you want more details to provide. Error message "Could not connect to the server" Server: servicedesk.adports.ae Port: 443 Https enabled. API code generated. MSSQL 2014 on a separate server version: 9.3 Build 9311
Custom Views
I would like the option to hide/disable custom views in requests that is visible to all technicians. Then it would be nice to be able to create custom views and target them to a specific group of technicians. It would also be nice if the custom views that I create for just me, either where on top instead at the bottom in the list or had there own drop down list (setting in personalize). At least I tend to use my own custom views very much. Best regards Peter Samuelsson Sodra Skogsagarna
Can't print from IE11, Chrome works fine
In Internet Explorer only, when users or technicians are signed into Service Desk Plus, if they open a ticket, navigate to Actions > Print Preview then click Print, the following text is printed: ManageEngine ServiceDesk Plus Page 1 of 1 404 Unfortunately the page you requested does not exist. You made a mistake when typing the page address (URL). Clicked on a broken or incorrect link. The requested page has been deleted. Go back and try again Return to home page The URL down the very
Top Banner Icons not working, the menu buttons are missing.
Please see attached picture. We upgraded from 9213 to 9300 and then 9311. We started the service again and tested on Win 7 with Internet Explorer and Chrome. The top menu area with the buttons for the Dashboard, Requests, Solutions, etc are there, but the menu options are blank white. Tested on Win 8.1 with Internet Explorer, Chrome and Firefox and had the same issue. We tried IE with Compatibility Mode and no change. How do we get our menus back? AJ
Loading requester and technician list is slow
I noticed that loading the requester list or the technician list under Admin is slow. It takes 1-3minutes for it to come up. Is there anyway to speed that up? I am running SDP 9.2 build 9234 with an MSSQL database.
Technichin on mobile
On mobile my technichian can't see the option update status after reply same like on website, because almost our technichian use mobile, so when this feature is availible or any method to do that ? And on Custom Schedules i can see only repeate hour,day or month but i want it minute so how can i do it . Thanks A lot
Organization role shows duplicate entries
Hi, Greetings I see two entries of the Department Head in approvers List, Where as there is only one in the "Organization roles" section. Please advise on how to remove one that is not in the "Organizational roles" section. License Info License Type = Registered Product = Professional @Name = Muralee D.@ @Mobile Number = 050 6424099@ @Database Name = PostgreSQL@ @Database Version = 9.2.4@ @Current Build = 9309@ @32 / 64 bit installation = 64@ @Logged in users = 2@ @Zone = Asia/Muscat@ Thanks & regards
Project Import Differnt Versions
Is there any way to import our projects from the version "9.3 Build 9302" to "9.3 Build 9311" Thanks,
SSO
Upgraded to the latest version of SDP now SSO does not work. How do I revert back to the older version of SDP or get SSO to work with the new version
KPI for group and technichian
Dear all, Can i cal separate KPI for the created ticket and the technichian In my case: We have the people who recieve the call and assign to the technichian,they also create PO, so can we set up to set KPI for they and the technichian in the same ticket ?
Operational hours
I know in this time we don't have any feature to split time,i mean we working from 9 AM to 6 AM and operational time should be 8 hour ( 1 hour for lunch time,12 AM to 1 PM),but if in the morning we set 9 AM to 12 AM,and when it 12 AM i'm update opertional hour from 1 PM to 6 PM, can i do that ? and if can,any query to do that,i mean i will make schedule for automatic. And 1 question about incident request and service catalog, any different feature between two request excep service request can create
Password Reset
Is it possible to allow a technician to reset the SD+ password (Local Authentication, not AD) for a Requester without giving them admin permissions? I know I can allow them to edit the Requester, but that doesn't seem to allow them to do a password reset.
VPN Software
I have a Tenda W308R Router. Can I load VPN Software on this router
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