AD attributes Reporting To and other attribute import via LDAP
hello, we imported users thru LDAP using from AD envi, but the user's information Reporting To and Ip Phone did not populate. please assist what can be done. Thank you, Vanessa
Servicedesk Plus - Opens in separate tabs
I have upgraded to Servicedesk Plus 9.3 build 9302. Since I have upgraded when I open a new request it open in a new tab. Is there a way to change that back to working in the same tab? If so, what is the setting that needs to be changed. Thanks.
the attachment in a request was not attached in the Change that created from this request.
hi, When I create a new Change from a request (select :associate change >> new change), The attachment in the original request did not attached into the created change. Is this as per design or a bug?
Service Level agreements
hi i have problem, I priority have 3 hrs resolution time and response time is 15 minutes, but when i create incdient its write me thats there is only 1 hour for resolution. please see pictures
Reporting overdue status
Hi Support, When i'm extracting report I saw a column named overdue status which has true and false values. Can anyone confirm the overdue status is from incident/request which breach the SLA? Regards Vincent
How can I remove a support group
Team, We are revamping our support structure and I need to remove a number of support groups. If that is not possible, I need to hide those support groups. What are my options? Thanks, Adam
Require fields when ticket is assigned, or emailing requestor, or using worklog
We get the majority of our tickets emailed to us, so they come in with most fields set to "not assigned". I have some daily scheduled reports that look at some of these not set fields, and it makes the reporting inaccurate. I have a number of fields required in Request Closing Rules but they only trigger when trying to close the ticket. Technicians can fully work a ticket without setting these fields until they need to hit close. And I'm looking for a way to require these fields to be set earlier
Does anyone know how to run a report that shows tickets that have been re-assigned?
For example, if I assign a ticket to a technician, and that technician assigns to someone else, is there a report that shows this data?
Notifications Port
Hello, We recently made major changes to our firewall policy and since then the SDP notifications are not showing, the message screen now says "Ooops..!! you are missing out on new notifications". What ports need to be opened up in order for SDP to receive notifications again? Thanks, James
SDF-62564
Can you provide more information on this fix? We are searching for instructions on how to utilize this feature and whether is requires a user to be an admin to do this. Thanks! SDF-62564: Option for Technicians to mark their availability by choosing 'Online' or 'Offline'. The significance of this indication can be viewed while assigning Requests/Tasks to an available Technician from the home page of Tasks and Request module.
Adding Bomgar Remote Desktop app next to RD connection in tickets
My company has Bomgar for RD. Is it possible to integrate Bomgar into SD+.
Possible to link the Auto-response email to an external source?
Hoping it is possible to use the auto-response email to link to an attachment such as PDF or Excel file. Our requesters would like to receive those emails and be able to reference it to the attachment that they sent in. Maybe by setting up a link using the Request ID#. Is that possible? Thank you, Chris
Java Exception has occurred
When trying to load the AD Self Service Plus Console, we receive a Java Exception error Running on Windows Server 2012 R2 in Windows XP (service Pack 3) compatibility mode Updated Jave to the latest revision (Build 1.8.0_121-b13) Any Ideas/
Incident/Request template - How to add additional Requester field
Hi, I'm looking for a way to add to a Incident or Request template some additional CI Details (available in CI Info tab), but I'm unable to find that way. Could you please have any sufgestion? Thanks in advance alessandro
Tickets On Hold
Good Morning All, I am having an issue with various Technicians putting tickets "On Hold" as a way of getting around SLA Breaches. I had asked before if it was possible to have "On Hold" requests approved before the status is changed and was told no. Is it possible to have an email alert if a ticket is put "On Hold" or at worst a report of what tickets are "On Hold"
Group Changed to Unassigned If Technician is not in Support Group
We have found an issue that assigns a group to "Not Assigned" if the Technician is not in a support group and even if "Group" is a required field. See the example below. Tech1 is assigned to SupportGroup1 and SupportGroup2. A ticket is sent in and is assigned to SupportGroup3. If Tech1 opens the ticket that is assigned to SupportGroup3 and selects "Assign --> Pick Up", then the ticket will be assigned to Tech1 and the Support Group will be set as "Not Assigned" SDP 9300. I had a similar issue that
Need some query to update Sites and Technichian
I have use SD Plus 3.3 with progessql, please help to give me a query to update Sites (Region,Time Zone,Address Line 1 ,Country,Email), Department (Names) and i have a question about PO that my ship address and my billing address is different so what field i can update it and the query if have ? Thank A lots
Add Alerts to technicians when tickets hasn't been responded for X amount of days.
Just wondering if there is any way to send out alerts to technicians when a ticket has not been responded for a certain amount of days? Currently on 9211 build. Thanks in advance.
using and API to create a new service request
can you provide some assistance : we are using the following string to create a Service request via an api string. the request is completed however the template i have requested to be used is not selected . The Default template overrides this and as a result we are presented with a blank ticket http://tdwh-apsdp-v1.tdwh.co.uk:8080/sdpapi/request?INPUT_DATA=<Operation> <Details> <parameter> <name>Requester Name</name> <Value>Sukhvir Kang</Value> </parameter> <parameter> <name>Subject</name> <value>Revoke
New Install ServiceDesk Plus won't start
I just installed SDP using the built-in PostgreSQL DB on Windows Server 2008 R2. SDP won't start and hangs after Application Layer Started......................................................... Below is the run.bat output. Can anyone help me get this running? THANKS. C:\ManageEngine\ServiceDesk\bin>run.bat "Inside Change JRE" =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\ManageEngine\ServiceDesk\bin\\.. .
Migration process
Hi, Do you have a migration guide on how to migrate the application to new hardware. We are currently running Manage engine service desk plus (9.0 9011) on a Windows 2003 server and connecting to a separate database server. We would like to migrate the application to a new server running Windows 2012 R2 and run the latest version (9.3 9301). How best can we achieve this? Thanks
database connection
I need to migrate the servicedesk DB and I wondering how I can find what account/methodology the manage engine servicedesk application connects to the sql server DB. many thanks
Service Desk hangs.
I hope someone can help me. Our service desk installation just started hanging after you try to log in. Even after a restart, the login prompt will pop up, but it just hangs or stops responding. Does anyone know how to fix this, even on the latest service pack.
Associating Solutions with Service Requests
Hi, I am aware that you can associate Solutions with your Incident Catalog by using key words but is it possible to also associate Solutions with Service Requests?
Retrieving Requester Email Address with REST API?
Hello. How do I retrieve a requester e-mail address from a ticket with the API? According to the documentation, the only fields returned when getting request information are: <parameter> <name>workorderid</name> <value><requestid></value> </parameter> </parameter> <name>requester</name> <value>administrator</value> </parameter> <name>createdby</name> <value>administrator</value> </parameter> </parameter> <name>createdtime</name> <value>12321434324324</value> </parameter> </parameter> <name>duebytime</name>
Remove Default Technicians
We removed the original default technicians (Heather Graham, Howard Stern, etc.) from our technician list however they still show in the drop-downs to assign requests as well as the Technician Auto-Assign (but NOT in the list to exclude techs). How can i cleanse these phantom technicians from my system? We tried a SQL command we found in the forums but they still show. [delete from ci where ciname='Heather Graham' or ciname='John Roberts' or ciname='Jeniffer Doe' or ciname='Shawn Adams' or ciname='Howard
Bulk Change "Requester to view their site/department Requests"
Dears, I've imported users from AD and by default the "Requester allowed to view" is set to "their own request only". I need to change it to "their site only" or to "their department only" how can I do that bulk change? Tks, Endashaw
Cost center not saving
We are on version 9.2 build 9233 and when I create a new cost center and hit save, nothing happens, it doesn't save it, it doesn't give me an error, nothing.
Announcement ticker or banner on every screen instead of on the home page
When we have an outage or announcement, we want our users to know it. Unfortunately, nobody visits the SDP Home Page. Can we have a banner or ticker feed across every screen? -Adam
Business Rule Place In Group doesnt work
Hi, We have created business rules in which an incident should be automatically placed in a group depending on the Catergory chosen. This is not working. For example, Bob logs a call with the Category email. He doesnt select a Technician as end users wouldnt know who it should go to. In the business rule, it says when category is Email place in Group "ItSupport". This doesnt happen. The rule gets executed as I receive an email when that rule is applied. If i change the rule to assign to a technician
Unable to update tasks on closed Change requests
Users have left unassigned tasks open on Change requests that have been closed. I am trying to update them but cannot. I tried to delete them but get the following error:' You are not authorized to perform this action. [2211] How do I clean up these opened and unassigned tasks? Thank you.
New Purchase Request/Purchase Order UI
Hi I find the new UI for Purchase module quite confusing and unfriendly. I like the previous UI better for the following reasons. Too many frames. The left pane with Purchase requisitions is confusing. Sorting on PO# does not work. PO# 1, 10, and 100 are sorted consecutively like it is text instead of figure. The custom scroll bars are terrible (Chrome). Too thin to be practical. 3. Not possible to right click > Open in new tab. (opens a blank tab) Anybody else shares these frustrations? any
Unable to apply ServiceDesk Plus Enterprise Service Pack 9121 to 9200
Our upgrade to build 9200 failed. The Update Manager log seems to indicate failures in both the mandatory backup and upgrade portions of the process. Anyone have any ideas? We have done this on a test environment cloned from our applicaiton server, with an exact copy of our database and this was successful. Escalated to ManageEngine support, and although they set the due date as 6+ hours ago, we still haven't heard anything. Just looking for any ideas. Thanks!
PostgreSQL
Regards, I need to know the user, password and default port of the Postgre database in service desk plus. Thank you very much.
SNMP scan Failed
error message: Cannot connect to SNMP Agent. Snmp on printer is configured correctly. Snmp respond with another application, but I get the error in SDP "/HQHQ210X860SRD : Cannot connect to SNMP Agent." I attached support file.
i need to create category belong to specfic site
how can I create request category belong to specific site .. I need requesters from a specific site to send an incident to their site technician only. Can I assign Technician to Receive a Requests from Specific site only?
Using E-mail Command to Route to Service Request Template?
The e-mail command to set fields and assign a request to an incident template works fine to route a ticket using @@RequestTemplate=Report Issue@@ for example. When I try to assign the ticket to a Service Request template, however, the command does not work. Am I missing something or is it not possible to use e-mail commands to assign a ticket created through e-mail to a Service Request template?
Add tasks directly in to the project gantt view with a "Quick Add" feature
It would be nice to add a task directly in to the gantt view. This is helpful while reviewing project statuses and outstanding tasks with a project team.
Update of Service Pack
My version of ServiceDesk Plus is : 9.0 Build 9011 I just want to upgrade to the latest. I was given instruction to do that, but I am not an expert on that. Is there someone out there here who can help me please? I think my company won't mind paying a freelance rate.
Unable to find printers when attempting to create configuration for "Shared Network Printer"
I have gone through and checked out the community forums and have found some similar topics. (https://forums.manageengine.com/topic/problem-with-network-scan-for-printers) I went through and and followed Mohamad's instructions and tested the ping, which was successful. I then went through and tested the telnet connection through snmp port 161 and it failed. I also went through and checked that all the printers I'm attempting to find are using SNMPv1/V2. What else do i need to check out to get these
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