New text box
Would it be possible to add a text box above or below the "Help card" that appears on Admin screens so that we can put in notes for ourselves, either to further explain how settings work (for instance, after getting more information in response to a forum post), or to document when and why a configuration change was made. A multi-line text box would probably work. Or maybe something that records separate fields such as the note itself, a timestamp for the note, and the user ID of the person adding
Holiday configuration
Good Day everyone, we have holiday starting from 20th June until 31 June. my question : there is any way to adding this holiday to Organizational Holidays one time instead of adding the day one by one ? thank you and best regards.
IT Requests not entering the Service Desk ticket queue
IT requests submitted by users via email are not entering the service desk ticket queue. The computer running the helpdesk application hung this morning, and I restarted it. Since then, new requests are not appearing in the ticket queue. I have stopped and restarted the Manage Engine servicedesk server and restarted it, but this has not corrected the issue. What am not doing correctly. Or is there something I need to start on the computer, like a service. I was not involved with the installation/configuration/setup
Search for Assets has no results
Preface: I've tried restarting the service, stopping the service and running reindexdata.bat, clearing cache and using a different web-browser, using a different computer. None of these have resolved my problem. I believe its something to do with my account. My coworker's accounts can use the Asset search and they receive results. When on my account in ManageEngine I am unable to search for assets. But when Searching for workstations I find my result. This means for every search I do for an Asset
Custom Language translate
Hello. Is there any way to translate Service Desk Plus interface to custom language. Need Latvian. May be something like patch with the function to create the custom language. Thanks.
Changed request status to open when assigned to different group?
If a request is currently on-hold in one group and the technician assigns it to another group for them to work on it, is it possible for the request status to change to open status automatically? SDP 9.3 9309 MSSQL database
SDP not accessible issue
Hi guys, We have a newly established SDP built 9309, with MSSQL - and twice now it suddenly stops working - when you access the site it gives you: error page cannot bedisplay 1. server is accessible ; but even loading the SDP client gives the same error 2. services is running (we needed to restart the service to get it running again) 3. org.jboss.util.NestedSQLException:No ManagedConnections available within configured blocking timeout - this is the only error that we've got from the time the issue
Workflow tasks on Serivce Requests that require approval
When creating a workflow with a set of Tasks for a "Service Catalog Service" that requires approval, why are the tasks created and assigned before the request is approved? Is there a setting somewhere that I have missed to make this work correctly? Let me describe the Service. The service contains 7 tasks to complete yet it requires approval first. I set a "Stage one approver" and selected these options: When the Service is filled out, the approval gets sent immediately as intended but the tasks
Request template with approval workflow giving sporadic issues
On version 9307, MSSQL Recently templates that have a workflow using $REPORTING_TO$ have begun to act up. Users will fill out the template, hit the submit, but instead of submitting the form, SDP will bring up the default template instead. Users are then entering data again and using that form to submit a request which does NOT have approval process. I CAN'T replicate it on demand via a test user. It seems to work correctly for me. Both of the users who have had this DO have managers in their account
Email Alert by SLA
Hello, We have our SLA's setup by Department and by Service issue. Is it possible to have an email alert when a user logs a request and it falls within a certain SLA? Some of our response SLA's are very tight and i need them to go to a distribution group so everyone can see there is an urgent response required. I cannot see an option in Business Rules to create an alert for an SLA.
How to create custom charts in the Dashboard
Hello everyone, I am trying to create a new dashboard in order to set my custom views with charts & tables. As I have checked the only type of custom report that can be inserted to the dashboard is the matrix type. Please, correct me if I am wrong. Is there any way to insert different types of reports such as charts? For example I have created a matrix report that I wish to convert it into a chart type. The report is correctly inserted as a table to my dashboard but if it could be displayed as a
Approvals through ServiceDesk Plus Mobile app
Hello Users, Incident & Service Requests approvals can now be done right from ServiceDesk Plus iOS App v4.2. Please upgrade your mobile app to the latest version to use this feature. ServiceDesk Plus server has to be on the build 9303 and above for this feature to work. We are working on our Android app to support this feature and it is expected to be released soon.
Version Management
Is there a way to configure service desk+ to keep track of the current version being used within the organization and tracking the current version available at the vendor ? Can this application send email notification when current version is released by the vendor? Thank you Swapna
iOS App and approval pending even if request is approved
HI, I've noticed that even I approved a Request, it's still present in the App "Requests Pending My Approval" section. We're on build 9.305 and latest iOS App from App Store Thanks alessandro
Cannot log in to download latest patch
Hi, I keep getting not found or blank screens when I try to download the latest version of service desk +. Is there another resource I can use?? Thanks
Setting up sites with network information
Hi, So we currently have a medium sized database of information in microsoft access which holds information on remote sites we support which we want to import into manage engine. The main problem arrises when we have networks on these sites with passwords, IP addresses, ISPs, broadband line numbers, ip addresses and Mac addresses as well as printers, and desktops etc. Is there a sensible place we can input this information in as a whole site? At present I see two options: 1. Put all of
Deleted "Description" from Incident Additional Fields
While cleaning up some unused fields I inadvertently deleted Description, from the Incident Additional Fields. What are my options to resolve this?
Convert to SQL from Postgres - error in SQLGenerator
I am converting from Postgres to SQL server. I have upgraded Service Desk to the latest ppm. After I connect to the sql server and it creates the database I then run the restoredata.bat. I get an error mess that the SQLGenerator cannot find the file mssql_functionpatterns.txt but when I do a search for the file I find it in the folder ManageEngine\ServiceDesk\conf\Persistence and ManageEngine\SerivceDesk\DesktopCentral_Server\conf\Persistence.
Delete Products
Hi, It would be great if unused products(model) can be deleted by selecting all assets. Lets say I want to delete unused products and I have over 1000 products, its a hassle locating each one, instead by selecting all products and clicking delete, the system must be able to deleted unused ones.
Requester Search Change
Would like to suggest that when you are entering a ticket that the Request Field search for the first or last name to find a match. Right now it looks like its either using only first name or the CI name. My Help Desk would like to start typing last name to find a requester since we have so many people who have the same first names.
Close requests without worklog and/or resolution
Hi, is there a way to set up requests so a worklog/resolution would not be required to close the request? Our organization has one group where service requests are added, but it's more for acknowledging items, as opposed to resolving tech issues, i.e. a worklog/resolution doesn't make sense for this group. We'd like a way to close these items without entering a worklog and/or resolution.
Manage existing fields
Hi, how can you edit the fields already present in the templates? under incident template, i want to edit the options available for the field category. thanks
SDAdmin Servicedesk user can't see Dashboard/Admin tabs
I created a new user and assigned them SDADmin role, but when they login they can't see the dashboard to see all tickets they can only see thei own requested tickets. I am using the linux installation version 9.1 Build 9101
filed and form rules: script
Hi all, Please someone can help me. I need a script so that, on a request form submission, it will be possible to automatically set specific asset attribute of the selected asset with value set in a request form filed (i.e. on request submission, the value in imput in this form field should update a corresponding asset attribute of the selected asset). the scenario is this: I have several assets consisting of photocopies machines managed through SDP asset's module. All users can ask for service
Notify Technician Group of Requester Response when ticket is unassigned.
If we have a ticket that is not assigned to a technician, how do we notify the group that a response was submitted by the requester? We have technicians who will respond to tickets but not assign themselves to the ticket because they are doing diagnostics to see what needs to be done to resolve the issue. I would like the assigned group to be notified only if the ticket is unassigned.
Issue : Pass-through" Authentication [ Single Sign-On ]
I've a problem about SSO function .Both internal user in a domin and access from external website such as http://dain.ehelpdesk.com Most empoyees work outside the office when access is show authenticate popup everytime. Please let me know to fix it. see the actachment
Re-approve approval request in SD+
Hello, We recently upgraded to the latest SD Plus v9.3 build 9309. Before the upgrade we were able to approve a request in multiple stages. Now however when one approval is given, we cannot approve the other ones as we get a message the request has already been approved. Is there any work around for this? i.e. below screenshot with multiple pending approvals in one ticket. Appreciate your feedback. Kind Regards,
Custom sort request view drop-down menu. Allow technicians to customize it to their preference
We would like the option to allow technicians to custom sort their Request Views list. For instance, move "My Views" to the top or hide other views that are not relevant to them.
Postgres tuning / optimization
Hi guys. I have migrated our SDP from MySQL to Postgresql and now I would like to know if I can optimize the performances of the database, to speed up server response. Windows 2012 R2 x64 with 10 GB of RAM allocated. What I can change to better support the SDP, and to allow all technicians to work much comfortably? Thanks in advance. Giovanni.
Recurring reminder in servicedesk plus
Hi How can I set a recurring reminder in servicedesk plus. Or in other words need to schedule a recurring task for a group of technicians. Version 9308 MSSQL Standard Edition Thanks & Regards Murali
Get Online Technician via API
Hi all, I wanna get "online Technicians" status via API How it's possible?
Installation Problems
I'm trying to install ServiceDeskPlus_64kbit in an Azure vm environment. The install seems to get hung up on Application Layer Started about 80% or so through the installation process. I found some instructions in the forums that suggested I stop the engine, change the service to manual and run the run.bat from c:\manageengine\servicedesk\bin. I did that and I get this... C:\ManageEngine\ServiceDesk\bin>run.bat "Inside Change JRE" ===============================================================================
Survey option by Support Group
We are currently using SDP 9003/MSSQL. Currently, Survey's are only available when a "request is closed", after "# requests are closed", and when "# requests from a requester are closed". We would like the ability to assign the survey on the level of a support group. For example, we have several support groups within our organization, but not all of them require a survey be sent to the requester. We need the ability to limit the survey by support group, or by template. It would be convenient and
Domain users can't log in
I am having an issue on a newly set up installation of Service Desk Plus. I have imported domain users but they cannot log in with their credentials. It does reflect the domain name when their username is typed in but it acts as the password is not valid. Any help is appreciated.
How to Install .CER SSL Certificate - Microsoft AD_Internal Cert - ServiceDesk Plus
Hi, I have created Keystore file and .CSR file as mentioned in the below link. https://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-ssl.html Now, how do I install the .CER Microsoft AD, internal Certificate onto ServiceDesk Plus. Please do help me out here! Thanks, Wasim
Search requests option for requesters
Dear Support team, We are using 9308 version. Technicians are having the option of searching the requests, solutions etc on top of the page. But the requesters are having only the solutions search option. Can we enable the requests search for the requesters too. Thanks & regards Murali +971506424099
Alert not showing
Dear Support teams We have recently upgraded to the 9308 version from 9118. The alert bell symbol used to show the incoming notification numbers in red letter earlier, but not showing now. Could anyone shed some light on this issue. Best regards Murali +971506424099
Need Query for all tickets to see month wise in one specific year
Dear team, I need a query to see all the tickets created in 1 year, and it should be in monthly bases. Please if any one can help. Thank you. Sid
Permissions to edit or add new reply templates?
Hello, I would like to give a technician access to edit or add new reply templates. Can this be done, I went into roles but I'm not sure what to check? Thank You Jerry
Migrate SDP from Windows 2003 x32 to Windows 2012 R2 x64
Hi ALL! We use SDP 9.3 Build 9308 on Windows 2003 x32 SDP is avaliable for 443 port (https://sd.mycompany.com) What is the best plan to migrate SDP to Windows 2012 R2 x64& How to ?? http://odarchuk.com
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