Auto Assign not working the way we want
We use auto assign on incoming calls and it works pretty well for us. However we'd like to combine it with the calendar so calls are not assigned to technicians when they are unavailable. However the system seems to refuse to assign calls when the due by date falls within the period a tech is going to unavailable. Since all our calls come in with a default due by date two weeks away this means any technician will not get calls when they are due to be away in two weeks time, despite the fact they
Report for checked box of a resource
We have a specific report for our users to report security incidents. We needed to pull a report for all submitted requests for a specific topic. Can you please create a report for me that would gather all the results of a selected option? I have provided a picture of the options. DB: MSSQL Build: 9235
How can I export or create a report of all my services in Service Catalogue?
i want to show all my service catalogs and workflows, it is possible ? my version is 9.2 build 9218
Renamed / Reimaged computer fails on agent scan
When a computer is rebuild or re-imaged with same name, ManageEngine marks host as computername_OLD and is unable to scan again. Old asset needs to be deleted and rescanned again. Is this an issue that can be fixed? Agent Version 1.0.24
Some of Technician cannot resolve Ticket
Hello, We are finishing upgrade from version 9.1 into version 9.2. After upgrading, some of technician cannot resolve ticket, when editing ticket or changing status from resolution tab it says "Please input a technician". I attach some photos for references. Please help us as soon as possible, because we are running on production now, as ticket will always be created by users everyday onwards. Regards, Gunawan
APP for IOS 9
Do you have an APP for IOS 9 or newer in addition to Android 4.4 or newer?
ManagEngine Service Failed to Start After Server Migration
Hi So to give some background: - ServiceDesk Plus Build 9301 running on Server 2008 r2 x64 - SQL 2008 R2 on the above server is hosting the ServiceDesk DB. - Attempted to migrate to Server 2012 R2 x64, but keep the DB running on the old SQL 2008 R2 server. So stopped the ManageEngine service on both servers, ran the backup procedure on the 2008 machine, then ran the restore process on the 2012 machine. Once the restore completed ran the change DB server procedure and successfully connected back to
Requester Roles
I'd like certain requesters to have the ability to view the CMDB module in view only. Is there a way to do this?
License will expire
I have a free license for 100 technicians and am I getting the alert that the license will expire in 40 days. Reading the Forum I verified that the rules have changed and that the free license is being granted for only 2 technicians. Is it possible to renew this license we have for 100 technicians?
Android update
Hello, I had asked this question previously on the forums and was told that they are working on a fix. it is the dreaded ssl cert error when attempting to look at support tickets. This morning a new Servicedeskplus was pushed to my phone, but unfortunately there is no change or fix for this issue. Any date on a fix? Picture attached. Thanks, Don
Auto Pickup on Reply
Is there a way to automatically assign an unassigned request to a technician when they add a reply to the request. Thanks
New asset state with assignation
Hi, I wish to create a new asset state, that keeps track of user assignation. We keep our older laptops as spares for when a user that normally doesn't have a laptop needs one temporarily. Every time I create an asset state, the system won't let me assign it to a user. Basically, I want to copy the "In Use" asset state. Thanks Frédéric
Rule to close a ticket based on keyword/phrase in a reply or forward on ticket
Hi Guys, I was wondering if it was possible to create a rule on existing requests rather than when a new one is created, to say if the subject or description on the reply or forward to that ticket contains a keyword/phrase to automatically close it? For example in the case where a ticket was created with Request ID 765, after the ticket was created if i was then to mail the incoming mailbox from an external client like Outlook with the subject line RE: ##765## this can now be closed Is it possible
Disable requester notifications for new requests on support group email
HI Guys, Is it possible to disable notifications for a support group email address? So for instance if the support group email address was "supportgroup@domain.com" is it possible to add a setting somewhere to say if the TO address matches supportgroup@domain.com do not create notifications? Had a look in the "Notifcation Rules > Junk Notification Filter" settings but it doesn't seem possible to add an option for the TO address. Any help or advice would be much appreciated. Best Regards
Issue of Description filed after submit ticket
Dear SDP support I found issue after submit incident ticket. Please kindly see attachments below. At the description filed, it show "X value" 2 time.Could you please give me some suggestions? Note SDP : Version 9.2.41 Database: MSSQL 2008R2 Browser: Chrome Version 56.0.2924.87 and IE Version 11
Security issue with Active Directory integration SDP and authentication.
Hi We have discovered a security issue with ManageEngine Service Desk Plus. This issue is related to all releases of SDP, and has been reported to ManageEngine by email and acknowledged and verified by support. The support ticket id is 7500885 and was reported for SDP in October 2016. The Bug id is SD-61664. Since this Security issue has been reported, multiple updates have been released, without a this fix for this issue included. The security issue is that any user can log in to any other user's
Login fields are not accurate anymore
After the SDP update to version 9301 the login fields are not displayed correctly. It is only a cosmetic problem, but it looks not so good, als you can see in the screenshot. This should be corrected again. ServiceDesk Plus host is a Windows Server 2012 R2 in German, login website tested with FF 51.0.1 and IE 11 - same problem.
Report on Ticket Created by Department incorrectly shows "Not Assigned"
I'm running a Matrix Report on ticket created in the last month grouped by Department. Among the results is a "Not Assigned" line, however when I run a new tabular report to see which Requesters have a "Not Assigned" Department, the results show requesters whom I can confirm have their departments properly assigned.
Report on templates
Hi, Anyone know of a way to make a report that shows how many requests are based on each template? Like: Default Template: 1.349 New Employee: 45 RoboTech-template: 459 etc. /Rasmus
EMAIL NOTIFICATION RULES
We would like to configure email notifications to be received by specific Technicians and managers when a ticket has been closed or resolved. We are providing IT support to 7 sites/companies. We created two CATEGORIES a requester can select when logging a ticket - IT OPERATIONS and BUSINESS SYSTEMS. There is one manager for Business Systems and one manager for IT Operations. We have total of 20 Technicians – 13 Technicians for Business Systems and 7 Technicians for IT Operations. When a requester
Assign Group and Technician
Hello, Only the group looks when I want to throw a technician. Has this feature been removed in the last version? Under this group there are 3 technicians. versiyon: 9.3 9304
Failed to start the server. Please refer logs for more details -- 64 bit on a 64 bit Linux Debian 7.7
Hi, What command(s) need to be executed / what steps need to be taken to start the application ServiceDesk successfully ? root@fr:/apps/ServiceDesk/bin# sh run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /apps/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl
Request issue
Hello guys, I am new in using SDP. Where the person who was been notified by the requester, can't see the request when is closed/resolved by the requester! So,my question is "How can the person notified can view the request which was closed or resolved?" In this case, let's suppose that the person notified is the line manager of the requester. Kindly assist, Brian B.
How do I extract support group and the content in to excel
Hi Support, Appreciate you could advise the query to extract support group into excel along with the technician. Regards, Vincent
Apache Struts Jakarta Multipart Parser Vulnerability
There are public reports describing new vectors for exploiting the CVE-2017-5638 vulnerability in Apache Struts v2. Is ServiceDesk Plus 9.3 Build 9302 vulnerable? JMichelD
Configuration Report On Categories
I am looking for a query report that will give me the categories, sub-category, and items that we have configured in SDP. We are running version 9110 and using MS SQL. Craig
SDP Update Manager
Hey All, Have some ongoing issues with SDP in which that any new service pack installs fail, they are currently logged with ME. I just have question on something I just found now on SDP. I ran the UpdateManager.bat and it shows the below With these updates showing does this mean I have 9218 installed? I am asking as SDP itself shows as 9213 installed and the issues I am having is I was on 9212 and tried various Service Pack updates and always failed. I then tried the 9213 update and it worked fine
Built-in way to audit SDP published ticket subject?
Team, I'd like to be able to evaluate the quality of our tickets in an automated fashion. Is it possible for SDP to automatically compare whether the original ticket subject and the present ticket subject are different? If not, has anyone tried this: 1) Create a second field called original Subject. 2) Create a business rule that upon creation copies the subject to this custom field. 3) Run a report comparing the current subject to the custom original subject field. Would that work? Thanks, Adam
Requester - Po Permissions
Hello, I'm reviewing the online documentation for updating requester roles and I don't see this option available to me. I want to give a requester access to create/edit PO's but I don't see the option available to add a role. Attached is the screen shot from the online instructions and a screen shot of my choices.
Forms and Field rules at Task level
Hi, We have a requirement as below. We want Support group to be changed automatically when we change the technician of a SR. (We can achive this using Forms n Field rules). But the same thing we have to achive for tasks. We couldnt find any such Forms and Field rules for Tasks. Kindly help.
Adding a new tab in ServiceDeskPlus
Hello, We currently use ServiceDeskPlus 9.2 Build 9229 and we would like to add the Service Catalog to the upper tabs. Currently, we have to click Admin and then find Service Catalog in order to navigate to it. We don't want to have any of our end users to attempt this. How can we build this tab and make it more convenient for our customers?
Report to show number of service reqeuets and incidents
Hi im looking to build a report that will show show all the service requests and incidents for each week and for a particular group service desk Example Week 1 Week 2 Service requests 23 Service requests 30 Incident 30 Incident 40 Thanks
Latest release (9303) have changed a common word in Swedish
Yesterday evening I upgraded to latest version (9303) and I then noticed that a common word in swedish has been changed from 'Ärenden' (Requests in English) to 'Begäranden'. This is a very strange word to use for Requests and I can see the new word is located in many places.... to many to change myself. Please have a look in the attached screendump aswell for previous and upgraded version titles. Possible for you to change back?
How do I export out all my category and subcategory to excel or CVS
Hi Support, I'm planning to do some enhancement to my current category and subcategory. Which i'm require to export out the current category. Appreciate your advise. Regards, Vincent
Tickets with Attachments
Hi Can I get a list of all the ticket numbers that have at least one attachment? Any query to generate such a report? Thank you :)
Imported accounts do not appear in the list of technician
Hello. 1. I have a ServiceDesk server version 9.3.9300 installed. It enables support for the LDAP server. The server LDAP is an Active Directory server. 2. From the subdivision that is the base in the LDAP request recorded in the ServiceDesk server, the account is moved to another organizational unit. 3. A corresponding technician record has been deleted from ServiceDesk. 4. The account was moved to in the subdivision, which is the base in the LDAP request recorded in the ServiceDesk
How to remove "Personalize" feature at Requestor
Dear Support, Is it possible to disable or remove the "Personalize" feature at Requestor interface? I have attached a reference screenshot for you. Kindly give me detailed procedure. Thank you very much in advance. OB
Filtering out unused CIs in report
Hi, I am trying to create a report containing a list of Business Services, but I want to filter out those that are flagged as 'not for further use'. I can't find an option to filter this - does anyone know of a way to do this? Thanks Paul
Restore from full backup to a new erver fails 9302
Hi, We are trying to move ManageEngine SD to a new server. Full backup taken of 9302 version. Version 9302 installed. Restore fails. Any assistance is greatly appreciated. Regards, Tom
Conversations in Requests/Tickets
Can you please advise the logic behind red and green email indicators. When it's green, I only have the option to Forward. However, when it's red, I have the option to Reply, Forward, Split as New Request and Delete.
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