Does service desk plus support IMAP with starttls?
I am trying to get service desk plus 9.2 build 9234 incoming mail working with IMAP and starttls but it is not working. Does service desk plus support starttls? My database is MSSQL.
Requesters view
How can the requesters view tickets created by other requester belonging to the same team?
Report Query - Software Report by workstation with IP address
I have a query I found on here to list all workstations with specific software installed. It works fine, but now I need to add the IP address of the workstation and can't seem to get the query correct. Here's what I have, missing the IP address: SELECT (SoftwareList.SOFTWARENAME) "Software_Name", SystemInfo.WORKSTATIONNAME "Workstation", MAX(aaaUser.FIRST_NAME) "User" , MAX(deptDef.DEPTNAME) "Department", MAX(aaov.NAME) "Site", longtodate(max(SoftwareInfo.FILECREATEDTIME)) "Installed On" FROM SoftwareInfo
hide field in request details
Hi, is it possible to hide fields in Request Details area? I can hide fields when the area is in editing, but not when it is in view only (eg hide Priority or Custom Fields). Thanks
Notes Not Being Added
Hello Help Desk, Our department has been having an issue with notes not being submitted/saved after clicking the Add Notes button. It will often just "hang" with the grayed out Add Note button. This leads us to have to refresh the page and, in turn, lose the text that we just entered. This has caused us to type everything into a separate text editor beforehand just in case it happens. Also, this doesn't happen every time so it is tricky to replicate and troubleshoot. We are currently using ServiceDesk
Differences between SDP on Windows vs. Linux
Hi, We have been running ServiceDesk Plus on a Linux platform for a few years now, but are considering the option of using Windows as part of an internal datacenter migration exercise. Apart from the addition of the WMI scan capabilities and the AD integration (that we have been substituting via a LDAP configuration until now), are there any other differences that we should be aware of if we choose to effect this platform change? Regards, Prashanth
Add approval for all requests
Hi I want to send approval for department head's of specific site (they are not technician) for all requests (including service requests and incident requests) upon request raised by requester automatically. what's your best suggestion in my case. Thanks
Time Format
Good day, SDP stores dates as what appears to be Unix Time. How do I convert this to human readable form if I use Microsoft SQL? Thanks,
Domain Scan Asset State and User
Hi, I have the domain scan working fine but want the defaults to be the following; Asset State: to be "In Use" not "In Store". User: User to be "Last Logged In User". If the scan finds it on the network its obviously in use so would be good if it can reflect this. Thanks Steve
Database in use..during backup
Hello there! We are in the process of upgrading to the 64-bit version of Service Desk Plus. When we shut the application down, stop the DB, and try to run the backup, we get messages every few minutes that states the DB is still running. The backup continues, but I am wondering if this is a false message. I do not want to let it run to completion only to find out the backup is incomplete. Service Desk Plus Version 9.0 Build 2018 What is the proper procedure to shut down Service Desk and the DB?
DesktopCentral in SDP!?
Hi, I am trying to figure out how to access Desktop Central in SDP. I have my account enabled for MDM/DC and both API keys are valid. When I am in SDP, i see the Desktop Central drop down links but when I click on one of the DC links, the page loads and it is a white page. Anything I am missing? Thanks
Purchase Workflow
Hi, How can I customize the purchase workflow ?
How can you tell which Self Service template was used?
Hi, We have some tickets which are logged and seem to go to the wrong department. Upon inspection we can see these tickets are templates (they have the picture of the hand holding the file in the top left corner) Is there a way to tell which template was used so we can check the settings and amend? Thanks, Charlotte
ServiceDesk Plus 9304 Released
Dear Users, SDP 9304 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9304: SD-65950: Migration fails during deletion of asset relationship of a resigned user. Particularly happens in some environment where the count of resigned users with asset relationship exceeds 1000. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
Second Approval getting error message
Hi, I update my Manageengine ServiceDesk Plus to version 9.0 Build 9041. After i upgrade to the above version, my request for 2nd approval always appear below message: On previous version the 2nd approval can do approve or reject the request. Example of scenario: 1. I got a new request from staff 2. I submit approval to their manager 3. After their manager approved, i will submit another approval to IT manager. for the IT manager approval always appear above message. is there any setting that need
Backup error on Service Desk - pgsql
Hi Prince, I encountered error while executing backup ( backUpData.bat). Please help resolve problem. Please see the error below: ===================================================================================== D:\ManageEngine\ServiceDesk\bin>backUpData.bat Starting.... Mar 31, 2017 4:21:04 PM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: rootDir :: D:\ManageEngine\ServiceDesk\bin\..\ Mar 31, 2017 4:21:04 PM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO:
Remote Cntrol Configuration - SDP
Hi, Can we please specify a port number for remote control through SDP agent? we need to use one single port for communication, random ports are not recommended from our IT Security team. installing the Agent and starting the Service Once the agent is installed, the remote workstation can be accessed. The ports to install and start the agent as service in WMI are TCP 135, 445 and one random port greater than 1024. The ports used in agent based scanning is TCP 9000. The service starts with the name
Service Desk
Hi, at creating a request, how can i easily create an asset and associate it then save the request ? currently it just allows to go to the pick list and pick already existing assests
Request to be unchanged.
Hi guyz, My question is about requests sent by requester,is there a way of restricting the requester to not to change or modify the request until it's been resolved/closed by the technician? Regards, Brian B.
Get attachments using REST API?
Is it possible to get attachments using REST API? I would like to be able to fetch attachment named x from request number y
Sort descending or ascending in reports
For example, I would like to sort a list of projects by descending priority (showing 99 on top and 01 at the bottom). Right now I can choose to sort by Priority, but the default is ascending. This applies to many other scenarios
Include timestamp of previous response when replying
Hi, A lot of times we send e-mails to external parties requesting for an update but we have to add the timestamp manually of the previous interaction. It will be great to have the ability to automatically include the timestamp when we click 'Reply'
FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox.
Whenever tried to connect to exchange server it throws error as: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. Log file shows error as: [12:46:52:032]|[03-29-2017]|[SYSERR]|[INFO]|[56]|: javax.mail.MessagingException: Network is unreachable: connect; nested exception is: java.net.SocketException: Network is unreachable: connect| Please help.
deleted AD users still show up as requestors
running version 9.3 9301 in my AD I have 3 smiths in the requestor drop down when creating a ticket show 7 smiths 4 smiths have left the organization I have AD Sync setup to run every 5 days how do I get the requestor db to line up with my actual AD
Servicedesk plus - postgresql to mysql migration considerations
Hi all, I am in the planning stage of migrating a servicedesk local postgresql database to msql on a database server. What kind of considerations will I need to make for servicedesk plus reports and Analytics plus ? thanks
Does Manage Engine Service Desk support SNMP to scan network Devices
Dear ALL, We are not able to scan HP Switches & Avaya Phones through Manage Engine Service Desk Plus. Can you please let us know, does it possible or not? When we are using some third party scanners, we can able to scan all the devices? Please advice us. Regards, Seshu
Request Summary report need to show for last one year.
Dear ZOHO Team. We need to see request summary report in dashboard for last 6 months and 1 year (e.g. This Week, Last Week, This month Last Month ) Like we want to see last 6 months and 12 months graphical view report. Please suggest how can I achieve this in Service desk plus dashboard.
Questions posted on the Forum
Hello Team, Is there a way to see all the question/queries/request that i have initiated so far and the responses to them in a single window ? Regards Solomon
jquery/ajax with field/form rules
Is there a way to use jquery/ajax in field/form rules? I'm trying to find a way to automate service request actions and am having issues. Ideally, I'd have a custom trigger to use, but we don't have those in service requests.
Launch SDP Mobile App from another App
We would like to launch Mobile App for SDP on (IOS & Android) from our University App. what will be app schema to launch SDP Mobile APP from within another Mobile App. Thanks, Javeed
Getting Error in schedule report
Hi We have schedule some reports and was enable to get that. Every time we need tor refresh and get. None of the scheduled report run until we manually go and refresh it.
Upgrade from 9302 to 9303 or 9304 fails
I am getting really good at the rollback process. I have performed at lest eight trying to upgrade to build 9303 and after that failed to build 9304 that is also failing. After the latest failure, I left the system in it's failure state hoping there is some information I can retrieve to tell me why it fails. I am using the 64 bit version of the software running on Windows Server 2008 R2 Standard with a Microsoft SQL Server 2014 database running on Windows Server 2012 R2. H E L P ! ! ! Update: Now
Outlook Converstation/ Subject Line Matching
Hi If two people send emails to ManageEngine that are part of the same email conversation and have the same Subject Line, can they be linked together automatically, rather than being logged as separate tickets? Most other helpdesk software can do this.
e-mail id(s) to notify
We recently upgraded to 9.3 Build 9301. Since then, we can no longer remove entries in the e-mail id(s) to identify field whereas we could previously. End users tend to duplicate their own addresses in that field or sometimes enter an invalid email address. We must have the capability for removing entries in that field. Currently, we can remove the data in that field, click save, and not receive any error message. But, the data is still there. Please advise. Thank you, Brian D. Meer
Scroll Issue
Browser: IE11 Screen: All screens Issue: Now and again i will be working on the servicedesk and when scrolling with the scroll wheel it wont scroll, i have to use the vertical scroll bar to navigate. To fix this i have to close the servicedesk down and reopen, any assistance would be greatly appreciated.
Agent not Communicating with the server
Dear Support, We are facing failed scan error after moving our SDP Server to DMZ Pool. All Devices and workstations are communicating nicely which are in DMZ Pool. In other VLAN's we are experiencing the scanning problem. List of Pool DMZ Pool: 172.16.0.0 LAN: 172.17.10.0 WLAN: 172.17.11.0 Printer and other SNMP : 172.17.12.0 Please Help us out in this regard. Error Log for your reference [10:56:43:640]|[03-28-2017]|[com.adventnet.servicedesk.asset.action.WSAction]|[INFO]|[92]|: Form passed is :
Asset Scans not working for HP 6500 model laptops
Good morning. We are unable to scan 2 models of HP laptops on out network. The are the HP Probook 6560b and HP Probook 6570b. We cannot scan from the server because it is located within our DMZ for public access. We need to be able to have clients report into the server. The HP model 6560b and 6570b laptops are not doing this. Every other model of laptop and desktop we have is doing this without issue including other models of HP laptops. We can see the laptops however they will not report back.
Reply "To" Field Not Populating
I previously didn't have an issue but now it seems I cannot get the "To" field to populate when hitting the "Reply" button. I am submitting a request as a Requester, and once I go to the application and hit "Reply" (Figure 1), the dialog appears and the "To" field is not populated. I'm not sure why. The requester submitting the request has a valid e-mail address configured. Figure 1 Figure 2
Self Service Portal installs from Desktop Central with request
Hello, I am looking for any information about Requests that are generated from the Desktop Central Self Service Portal in Service Desk. 1) What configurations can we set? 2) Can requests stay open after install? 3) Any way to have a different template assigned for different software? Thanks.
Cannot Integrate with Desktop Central
Greetings, I've setup the Desktop Central integration inside of Service Desk Plus. The two can see each other and communicate. I'm using Active Directory authentication for both SDP and DC. I've changed my synced AD account in SDP from a requestor to a technician. When trying to turn on the MDM settings in the technician settings, I check the box, select admin and save. SDP reports the save as successful but it doesn't really save. I cannot see the Desktop Central buttons in SDP and if I go back
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