Status updated by system
Hi, Sometimes we are observing that the support ticket is getting updated by system to any technician. What could be the reason behind this. Thanks and Regards Raja Chaudhuri
Form Templates?
Hey everyone, My hospital is in the process of switching over to ManageEngine and I had a quick question. I am working on setting up the incident templates. What I am wondering is if there is a way to set the templates to be in a form instead of being sent through email? Basically we want a way of tracking them and creating reports if possible. This may be a weird question but I want to see if it's even possible to create these types of forms or not? Any help would be greatly appreciated as they
2 emails addresses
Hi all Struggling to setup incoming requests from 2 emails addresses. I have the mailbox configured for incoming (it-helpdesk@domain.com) and emails are flowing in. I have a group setup called EPR that has EPR@domain.com set as the email address and that email address is set as an alias on the it-helpdesk mailbox. problem is, the technicians assigned to the group are not receiving notice of a request? Any help? Wayne
Email Fetch does NOT create ticket
Good day, Our Service Desk Plus implementation deletes the email from the mailbox but does not create a corresponding ticket. How do we fix this?
Merging Ticket question...
Is there a way to mark the "Parent" ticket when merging, or is it only to the older ticket number? If the Parent can be chosen I don't see where.
Include Reason Field in Notifications of edited Request
Hello I made an upgrade from 9228 to 9307 today. Now it is possible to activate for the requesters to edit their incidents. Great! Thanks for that! The requester has to fill in the field 'Reason' to update the request. What is the field name which I can select in the notification rules to include this reason in the email to the technician? Regards, Markus
Sending replys and other issues
Recently I have noticed that replies sent from SDP don't always send. I type the response hit send, the request refreshes and no reply has been sent. No error message appears, the reply is just not sent. I then have to send an email from my Outlook client to get the reply out to the user. I have also noticed that when adding a resolution to a ticket and hitting the save button an error appears which i have attached.
LDAP Sync is creating duplicate accounts
I have LDAP working in the ServiceDesk Plus software and has been working great. My struggle is that I have to manually sync LDAP accounts regularly. In the Active Directory module, there is an option to "Sync" Active Director or LDAP accounts every 1 day. I discovered if I use FireFox, I can check this box and save it. The problem is when it runs, it creates a duplicate account for all records. I believe this is related to Active directory creating the domain attached to the username, while LDAP
Widget - Projects
I would like to have a widget that shows open projects in a pie chart by tech or department. I have no idea how to do this, help please. Thanks
API Cross domain use
So I'm using the following code to try and use the apis But get No 'Access-Control-Allow-Origin' header is present on the requested resource. my build is 9.2 Build 9218 $.ajax( { url: "http://**********:******/sdpapi/request?TECHNICIAN_KEY=******************", method: "POST", data: data, dataType: 'jsonp', // jsonpCallback: 'SCPRESPONSE', success: function(reply) { console.log(reply); }, error: function(xhr,reply,error) {
changedbserver.bat changin instance/hostname
I'm trying to migrate our SDP install to our 2016 Availability Group cluster. When inputting the AG listener name (which is essentially the cluster name) the changedbserver.bat utility keeps reverting the name back to the host name. Is there a way to manually enter this information into a configuration file? So for instance the details are: AG Group Listener = AG-ISTInternal Primary Host = SQL-PRD-V05 Secondary Host = SQL-PRD-V06 All applications must point to the AG Listener in order for the AG
Fields Validation in closing
Dear Sir, in the current system you can add the field which you want to validate in closing the ticket for all templates, can we do that according to the template it self. Regards
Parent and child incidents
Why the parent ticket can only have 15 child incidents:
Creating a Field & Form Rule that assigns a 'Due by Date' to Tasks
Hi, I am attempting to create an On Form Load rule that would assign a specific due date to a certain task. I realise there is due by date method, but I can't see how to get it to assign the due by date to a task. Could someone please advise whether this is possible, and how I would do this? Thanks for your help
Purchase Management
Hi Support, I can see overdue purchase items on my dashboard but when i click on the items , it takes me to the purchase module-Overdue PRs and there is no data; didnt even get a notification on overdue PRs yet i got at requesting. Please advise Kind Regards, Richard
Asset scanning
Dear Team I face a recurring problem while scanning assets. The best method to scan asset is using the agent . But the pb with agent is when we do scan now it always fails and give the error message machine is not available . When I have developed agent on server and VM than how to get them to scan regularly at predefine time . If I use AD scan all unnecessary detail are scan. Do you have a way to check why scan now fails. Regards Manish
Custom service catalogue field through to report
Hi There, I have created a new custom field named 'substatus' (UDF_CHAR3) which I need to add to an existing report. How do I go about this? Rhian
REST API - GET_REQUESTS
Is there a way to pull all detail information from the GET_REQUESTS operation? Am trying to pull all information for input into our BI and need to gather all available request data in one pull as opposed to getting a list with one query and querying each individual ticket. Thanks...
auto login from outside servicedesk
Hi all, We are trying to pass username and password from a SSO portal to the ServiceDesk plus login screen. We have tried 2 different method and both return bad username/password - but I know the username and password being passed are correct and can use them to manually login to the page. Method One: POST j_username, j_password, domain to j_security_check and bypass the login page Method Two: broswer plugin that correctly populates username and password field (like a remembered password) and hits
Service Categories
Whats the difference between IT Service Category and Business Service Category?
Problems with this forum
Hello, Whenever I try to answer on a forum topic, I get the following error: In addition, it looks that some recent posts have been duplicated. What is wrong? Best regards, Demetrius
Problem with business rules
Hello Everyone, This is my first post so please be placable. I have one email box called support@mydomain.com. Also I have 3 support groups: Support1 , Support2 and Support3. I have created a business rule that makes "if topic has a word called "Support1" or if description has a work called "Support1" - assign this request to Support1 group". I have created similar business rules for Support2 and Support3. They are active. After that - I send an email to support@mydomain.com with topic "Support2
The problem of safety of SD
We have 9.1 9107 of August 31, 2015 The possibility for an unauthorized user (even without a login and password) to have access to any server file by a specific link. You can download the log file of the operation of the CD, and there is a possibility to download any file from the server. Has this problem resolved in new versions? If there is an opportunity to say, in which version. Thank you in advance.
Issues while posting in ManageEngine forum
Since last afternoon (IST), we are experiencing some technical difficulties while posting in ManageEngine forums. Users are getting the warning 'Something went wrong. Please try after sometime'. Our platform team is currently troubleshooting the issue and we are expecting this to be resolved in a few hours. Please follow the downtime announcement in CommunityWhiteboard forum for further updates. Regret the inconvenience caused.
Push Notifications on new Android App
Hello, I know that push notifications have not been available on the Android app, however, I just got an update for the ServiceDesk Plus App and under the Improvements sections it said that App now supports Push Notifications. However, I am still not getting notifications. Is this feature really working now? Thank you, Roma
inStore assets
Hi, i have a question about asset explorer part of SDP. Why inStore Assets scans during network scan? if a asset is in store means that it is not in use by any person and is not connected to network thanks
Changing back user account into AD Authentication
Hello, We are using AD authentication logon for our technician and requester. I'm trying using reset password in requesters details, turns out it changes that account into local authentication. How can we turn back the account into AD authentication? we already trying to reimport that specific account its says overwritten but still cannot login via AD authentication. here is the screenshot, the account already has domain but it cannot login via domain, only local
ManageEngine ServiceDesk-PLUS: Restore Data backup failed
Hello, I have problem in restoring data backup when made a new fresh install at new Server with using version 9237 & pgsql Is there any way to resolve this issue? Thank you very much
REST API GET_REQUESTS column filtering
In SDP v9.2, I need to use the GET_REQUESTS operation to page through all requests. I have some questions: How can I specify which columns I want to return? I only want "workorderid", "status", "createdtime", "resolvedtime", and "completedtime". How can I know how many total requests are available? The result does not say. Can you please also point me to good API documentation for v9.2 of your product? Particularly all information related to using JSON. Thank you. Jason
How to customize (rename) status "Denied" in Service Desk?
Hello, dear developers. I have an old time question - could you tell me, in whitch build of Service Desk will be realized feature Id SDF-48701 ??? It's very important feature for our organization. Thank you. Best regards, Eugene Nagirnyak
Take Picutres
Is it possible to take pictures of assets with an ipad and attach them to the asset?
Take Picutres
Is it possible to take pictures of assets with an ipad and attach them to the asset?
Take Picutres
Is it possible to take pictures of assets with an ipad and attach them to the asset?
Take Picutres
Is it possible to take pictures of assets with an ipad and attach them to the asset?
Take Picutres
Is it possible to take pictures of assets with an ipad and attach them to the asset?
Take Picutres
Is it possible to take pictures of assets with an ipad and attach them to the asset?
Project template don't exist
Hi, We updated to latest version today based on the tests that was done in our test environment where no issues was found. After we have updated our production environment we can now not see any traces of project templates under Admin. Is there any scripts that we can run in order to solve this issue? We now run on build 9.3 Version 9307 with PGSQL Database.
Asset Mangement - Windows 10 - Downgrade rights - Windows 7 - Assignment to client does not work
Version: 9.3 Build 9306 Scenario: Scanned client with Windows 7 OEM - Listed in Asset Management (Registered Windows 7 licenses I can assign without Problems) But now I have a Windows 10 license. With Downgrade right and would like to assign it. So I proceed as follows: Assets -> Software -> Software Licenses -> Add new Manufacturer: Microsoft Corporation Managed software: Microsoft Windows 10 Pro License type: Volume License option: Select Plus (I have tested different variants) ... Downgrade rights
Restored database. Now SDP will not start. (And your Publish reports an error even though it worked)
Hi, The UI changes to SDP have delayed our ability to upgrade to the latest version for several months, but we are finally ready to move ahead. I want to ensure that the upgrade proceeds smoothly so I want to move my production data into my development environment and run the new version against that. Unfortunately there does not appear to a tool to upgrade a database from pervious versions to current, so my only option is to downgrade the development environment back to the current production version
Disable sent notification after request is closed for only certain request?
Is there a way to disable the feature that sends out a notification when the request is closed for only a specific request? I know you can disable it for the whole system and re-enable it after but I would like that when I closed certain request, an acknowledgement is not sent. For instance when we get e-mail loops, I would want to close the original ticket but I don't want it to notify the original requester. I know that adding the criteria to the SPAM filter will prevent future loops but sometimes
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