I can't login to SDP with Android App
Hi, I created a new user in SDP as test/test in local database(Not in domain) and generated a API key with never expiration, but when I want to login to SDP with Android App show us below error: Login Failed: User authentication failed. Try again. What should I do? I use SDP 9303 with latest Android App Thanks
Facing the problem , while generating the login for technician
Hi I have downloaded In premise version of Manage engine Service desk plus and it is free as per web site I have created 4 technicians with the logins Now when I am trying to create 5th technician , it says Technician login count exceeds the license May I know , what is the issue here regards Sandeep
SD plus API JSONP support
Hi, Does SD plus supports JSONP in REST API? Thanks, PK
Aprroval limitation - Incident
Hi, Is there a reason why multiple approvals are not allowed in incidents? Most of our incidents end up becoming service requests.One more issue with service requests is that they cannot be merged and duplicating them is tedious (unlike duplicating incidents).
On Behalf of - Can we hide the fields (=columns) associate with the users just to show the name?
Dears, In our organization a new requirement was raised, that different areas cannot see other areas. Our current situation is that users can raise tickets "On Behalf of" anyone (DB value set as ALL). Before we consider redefining the implemented Sites, and set the parameter to be filtered by Site, we considered reducing the number of information displayed in the popup window just to the name. Please note this is not a matter of user preference, as we want to block the access to this information,
Can't find a user to assign a workstation to.
Hi, After updating to build 9306 we encountered a problem with assigning workstations to users. When we try to assign a workstation, we can't find users through the searchbar, only manually scrolling through the list of users. Searching in requests seem to work with problems too. When we search through the requests with can't see some of the last resolved requests. BR, Alex Matveev
Task Order in Change module
Hello Team, As a change manager, i am able to change the task order but as an implementer, even after assign full access to the implementer on the implementation module, they are not able to change the task order. You advice would help us Regards Solomon Ferns
Archiving old requests doesn't work
Hi All, we've just turned on the Archiving feature but in logs I see only errors. And requests are not moved to the archive. System Log Message: Archivinig Failed for WorkOrder : NNN Probable Cause: Unknown Column UDF_LONG1 specified Can you help me please. thanks Nikolay
Unable to login MESD
Dear Team, This is to bring to your notice, In my organisation 2 more persons are not able to log in MESD Plus Even after changing the AD Password also. Please provide the solution for the MESD logon. Treat this as urgent requirement. ([##8046933##] Your ticket "Unable to ligin MESD" has been created).
Sorry about the question, but....
In summary, what is the differences of create an IT Service Category to Business Service Category ... which\what is the reflect of that choice ? best rgds
SD doesn't start after restore
Server Started. Please connect your client at http://localhost:8080 AdventNetCC [STOPPED] ServerContainer [STOPPED] AdventNetCC [DESTROYED] ServerContainer [DESTROYED]
The pictures in the message body error
My SDP+ create request by fetch mail from a specified E-mail account，In some request, The picture can't display correctly,just like following picture: We have to download every attachments and judge that where they are should be at, We feel very troublesome. BTW,Not all of the requests have this issue. Please help! Thank you very much!
Unknown User Logged In
We have noticed an issue with SD+ 9011 (MSSQL) when a technician logs in they are unable to see their tickets and the logged in account on the top right corner says the user is "unknown". I tried searching the forums and did not find any related topics. The technician logged out and back in several times and it appears the issue has been resolved for now. However I would like to know if anyone else has noticed this issue or what the cause of this could be. Best Regards, Evan
Update on Open Issue
I had ticket # 8007824 and was given issue ID 65942 to reference but I don't see this on the issues list https://creator.zoho.com/servicedeskplus/sdp-known-issues/#View:SDP_Known_Issues_View is there any update on this?
Multiple Department Approver
Hello, Can we have multiple Department Approver(s)? We need to have few users who can approve request Many thanks, Vanessa
Boot Camp Mar '17 - Asset Management
custom field
Hi, we need to add additional field in one of our service catalog item, this field will be numeric and it has to be attached to the descrtiopn directly whenever this field is filled. for example: the above pic is showing the Ref. ID field which it will be filled by the requester and it has to be attached to the description at the END of the mentioned URL in the description. for example: if the requester fill Ref ID field with 385 the description will be as the following with the hyperlink: https://liverequest.corp.boubyan.com/FormsCenter/Forms/AllItems.aspx?View={67FAE532-C275-40BD-83E7-52C4BE8DF4CB}&FilterField1=ID&FilterValue1=385
Help with Custom Trigger to Change Incident Requester
Hello Could somebody help with me a Custom Trigger Script that will change requests received by email from USER1@ABC.COM to USER2@ABC.COM I do not see the option to this is in Business Rules otherwise it would be a lot more simple. Hope you are able to help!
Change Templates - Ability to standardize task list
We are wanting to utilize the change request module for new switch/server installs and would like to set the task lists much like we can with Project Templates. I understand that you can associate a project with a change, but there is no accounting for if the project was signed off on as being completed like the Change module provides. Edit: As an alternative, if tasks from any associated project were shown in the task list for the change (read-only), that would satisfy our needs as well.
How to make Site information visible to technicians
We support users across many offices and have setup a "Site" for each office. Is it possible for the technicians to make the Site details visible to the technicians? Specifically I would like them to view the address and phone numbers. Thanks Sal
Missing the Cisco Phone Credential
We have a need to scan our Cisco IP Phones into ManageEngine to track them as assets. In reading documentation, there should be a credential for Cisco phones called "Cisco Phone Credential" which uses the HTTP protocol.. We are using SDP 9.2.38 and do not see that credential in our credentials library. I also do not have the option to create a new credential using HTTP in our production environment. I installed a fresh copy of 9238 and I can see the cisco phone credential as the only credential
Assign Technician that replies to requests
In our usecase, Users enter a ticket by submitting an email to the email address assigned to ServiceDesk Plus. We have two technicians that are notified that a new ticket has been entered. When Technician A responds to the email, it appends the ticket with their response. I would like to configure SDP to assign the ticket to the responding technician. I have tried to configure this with business rules and auto-assign. Is there a trigger I can configure?
ServiceDesk and AD
Hi, We've been using ServiceDesk for years with local requester accounts, but are considering changing to importing our users from AD and enabling AD authentication. We already have locally created Departments and Sites. If I import the AD will our AD Departments also be imported over? Ultimately, we want new requesters and requesters who move locations to automatically get added to their correct department. Will enabling AD authentication provide that result? Thank you, Vicki
Change the Subject Tag for appending correspondence to Request
Hi Guys, I was wondering is it possible to Customize what the "trigger" or "tagline" is for SD+ to append correspondence to an existing ticket? For example, I believe the default one is ##RequestID## is it possible to change this so it includes an extra hashtag ###RequestID### or change the symbol altogether to say something like **RequestID** Reason is we have 2 (potentially 3 coming up) separate installs or instances of SD+ within our organisation who on occasion may need to correspond with each
Random errors in SDP
I have users that are reporting they get errors randomly while working in the system. They cant reproduce them on command, it seems to be throughout the day. I am at build 9304. Please see the attached errors and advise.
5000 tickets per day
Will the servicedesk system handle 5000 tickets per day (tickets are generated from 8:00 to 22:00) Tickets will be kept for around 13 months, so the system should allow to work with 1 430 000,00 tickets. Will the system be efficient with so much data? What hardware configuration is needed to install the application in the configuration as above Mrknow
Always show change module for requesters in specific user group
Hi, I'm evaluating the new update and are trying to activate so that the change module is always showing for a specific user group. How can I do that in below environment? Version 9.3 Build 9306 Database: PGSQL
Merge Requests
I understood there were 3 ways to merge a ticket, 1. Open an old ticket and merge it to a new one it takes the new ticket. 2. Open a new ticket and merge it to an old one it takes the old ticket. 3. Check the tickets from the requests tab view and merge, it takes the old ticket, with a proper warning. (I feel this is a correct behavior.) The behavior change confuses me. This would confuse any user I believe.
option to remove first response via note
Is there a way to remove this option?
Ticket re-open on reply from user
Hello! I am sure this must be a FAQ. Can someone tell me how to disable tickets being re-opened when a user replies to a ticket that has been set to resolved. The following option has already been set and it was working until a few days back Do you want to allow Requesters to reopen their own requests ? -> Set to "No" When the Requester replies to the Closed requests. Perform the following: -> Set to "Append the Reply as conversation to the request and notify technician." Thanks in advance! Rafeel
Not log out, after cloasing browser.
Dear support, I need to know, how i can enable automatic sign out, after cloasing web browser. I tried it on client machine, 1) log in under domain user, after closed browser, reopen browser and still connected to servicedesk. Please help to solve this issue. I need to sign out, after cloasing web browser. Thank you. Version: 9.3 Build 9307
Login Page option to prevent users from entering Email Address
I wanted to see if there was a way to enable a script on the login page that would prevent users from entering in an @ symbol and alerting that you can not use your email address to log into ServiceDesk Plus. Even if we have to put in a custom Javascript function. Roughly 60% of the communication from our employees that comes outside of the helpdesk is "I cannot log into the helpdesk with my SSO credentials." All of these cases to date have been the issue of a user trying to user the format: [usern@domain.com]
Report to calucalte average resoltion time
Hi all, im looking to build a report that shows the average time for resolving a ticket is this possible Thanks Database postgres Your Version : 9.3 Build 9304 Latest Version : 9.3 Build 9306 [Details]
Error report day off
Hi everyone! I tried all reports from https://forums.manageengine.com/topic/off-hours-report All of them is incorrect. I try to make little report, to understand how work "EXTRACT(hour FROM to_timestamp(createdtime/1000)::TIMESTAMP with time zone)" and i get some results: report: select longtodate(workorder.createdtime), workorderid, EXTRACT(hour FROM to_timestamp(createdtime/1000)::TIMESTAMP with time zone) as "HOUR" from workorder where createdtime >= <from_thisquarter> and createdtime <= <to_thisquarter>
Adding new assets by using the Vendor's Barcode
Will this functionality be added to the phone app? Could it be?
Merge request error after recovery from serious problem SDP+ 9303
A few days ago , my sdp+ can not work any more, the CPU load was very high, ereryone of us can't login SDP, So I uninstall it and reinstall a new one ,Restore data use the fullback-date that create by the SDP system 4 hours before it down. Then, the problem was coming： 1、I can't backup data use the script "backdata.bat" in [SDPHOME]\bin, the Key ponit in the log file show that:"Unable to get the data from [ServiceReq_605] table" 2、All technicians can't merge request ,the error message: FAILURE :Problem
Losing priorities
When a user creates a ticket, it is opened by default with normal priority. However, when a technician transfers this service to L2, the priority is being set from normal to none. How is this possible? By the way, with a non-priority ticket, it is not possible to calculate the due date, and thus, the ticket is lost in the system queue. Thanks.
tickets 'in-progress' not shown in stats or on dashboard
Hi, any way to also have those tickets shown in summaries? Bit annoying when you explicitly have to list 'in-progress' tickets to get an overview. Open and on-hold are already shown. THX
Auto Reply Message on Mailbox
Simple question here: We are shutting down SDP service for an extended period of time to do upgrade migration and database changes. If we set an auto-reply message on the mailbox that we are using for mail fetching while service is down, will we encounter any issues when we start SDP up again and restart mail fetching?
How can I send automated notification to Requester?
Hello all! New question from me again )). I have custom request status like "Refused" and default status "Onhold". I want to send an automatic notification to Requester when the status has been changed to one of these two statuses. In "Notification rules" I can't do it. The technician's comment on the change of status on "Onhold" is not mandatory and is not sent to the Requester. In "Form and Field rules" also no such function. Maybe I dig in wrong way? Thanks in advance for any help!
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