Unable to email externally from SDP
Hi, To cut a long story short due to a company takeover, all our internal users are getting new email accounts setup by the parent company, however they are keeping their original AD credentials. The new emails are not "Internal" email address as they are hosted on our parent companies Office 365 tennant in a seperate domain. They are all soon going to be using this new email address as their default Send As address so all tickets raised will be from the new address. I am currently trying to get
Configure Auto-Ticket Create on Service Desk Plus
Dear everyone, Did anyone have experience on auto-ticket creating on Service Desk Plus? Could you kindly share me please? I am testing on this product in the present. I am stuck on this setting. Thanks in advance! Best regards, Kimsin
Problemas para configurar el correo de la empresa con el Servicedesk plus
Buenos días , desde Venezuela, estoy utilizando la version gratuita de ServiceDesk PLus, pero tengo un inconveniente encuato la configuracion de la cuenta de correo de la empresa con la el servicedesk, no logro hacer que cuando un usuario cree una incidencia le llegue la notificacion al correo y me llegue la notificacion a mi en el servicedesk. no se si es problema de configuracion o hay que habilitar algun puerto quisiera saber como hago para configurar el oficce 365 al service desk ya que cuando
Servlet API Question.
Is there any indication of when the deprecated Servlet API is going to be pulled from the Service Desk Plus application? and as a follow up to this, what revision is it? Jeff Day
Remove IPs from scan list?
At one point someone decided to scan a whole range of IPs, most of which are either unused or are devices we don't care to scan. How Can I remove them from the scan list? We would prefer to perform a Windows Domain scan only, not by IP. Thanks, Mike
Close request
good day A requester sends a helpdesk case. It is assigned to a technician. Technician resolves it. An e-mail is sent to the requester with the resolution along with the link to close the case. If Requester is not satisfied, he can reply to the e-mail so that the case is re-opened. (and add cc) However this e-mail is going to contain the link of closing the case. This is allowing the technician to close the case. And the helpdesk case log will show that it was closed by the requester and not the
SMS Dose Not Work
Reports with Division
Hello I need to write a query report for Received and one for completed request for the month and quarter based on our divisions. We have our department field populating department but I want to report on the level below - currently its populating from AD but there is no standard fields available for Division. Can anyone provide me with a sample query report please
SLA Escalation stopped working
Recently upgraded to 9301. And now level 2 escalations don't seem to be working. The only change we made is upgrading to the latest build, all other notifications are working except escalations, escalation 1 to $ticketowner seems to be working. Please help.
How to map CSV data field to sysDescription field
Hi, I have one access point that scanned and filled sysDescription field automatically. Now I have some access point that not support SNMP. I listed these in CSV file, but I don't find sysDescription field on mapping action. What should I do? Thanks
query re: laptop / desktop asset classification
In Assets module, there is CI category "Workstation", which is also split onto "Laptops" and "Desktop" computers. After scanning PCs (using the asset explorer eagent) they are by default classified as "Workstations". Is tehre any automated way of splitting them beetween laptops and desktops, or this needs to be done manually for each PC? /Mar
Unable to view or create any tasks
Since upgrading from 9232 to 9301, I have been unable to do anything related to tasks. The primary task list shows all existing tasks, but attempting to view a task brings up the "Task details fetched successfully" dialog without actually showing the task. In the request tasks section, I am unable to create any tasks, the "New Task" button simply does nothing. This is also true for any place where I should be able to create them. Within the service request designer, the tasks component isn't even
Change Workflow Configuration - Unable to Configure "Reject"
Hello, I'm unable to see the "reject" status under the submission stage while configuring change workflow. This repeats throughout the stages, e.g. while configuring "reject" under planning stage, the reject option is missing from the "Move to stage & status" drop down. Can someone please help me?
Additional Field added to Incident Template
Hi, I would like to have a Field that I added to a new Incident Template pull from the list of Requesters we have in Manage Engine like it does when you choose "Name" in Requester Detail Field. I have created these fields: see picture attached new fields.png I want to use some format like this: see picture attached ME Requester.png Thank you
Installation Problem
when i try to install the manage engine application i got the below error Error Code: -5001 : 0x80070002 Error Information: >SetupNew\setup.cpp (142) PAPP: PVENDOR: PGUID: $ if any one can help regarding this issue
Technician notifications not working - can you disable or modify intelligent notification
Hello after reading the forums and online I think I'm suffering from intelligent notification Here's my problem ( ServiceDesk 9.0 Build 9040) My technicians get notifications sent to them when a ticket is assigned to our group and when a ticket is updated. My end users get a notification sent to them when their ticket is created and when its closed. When the technician does a 'reply' from inside the ticket, the end user gets the reply. However what I'm missing is: My technicians don't get an email
connect to mysql database on remote machine
i need to connect to the database from my machine but the database is on the server i have setup an ODBC on my machine but i get the error [MySQL][ODBC 3.51 Driver]Host 'infosysws09.lds.eur.wwkpgraphics.com' is not allowed to connect to this MySQL server i know that on the server i need to give my machine priveleges to access the mysql with mysql.exe but i dont know the code that i need to enter. if anyone knows what i should enter to give my machine priveleges i would be very happy oh and the server
Project and milestone closing rules
I would like to set rules for project closure to ensure that all tasks within the project, or within a milestone are closed before the project or milestone can have a status of closed.
Report Creation in ManageEngine ServiceDesk Plus
Hi, I am having a tough time creating reports. The 'Custom Reports' wizard you have is severely limited in that you can only select a certain area for report creation. For example, I am trying to create a Microsoft Compliance for our company. For that I need to filter all computers, servers, virtual machines that have Microsoft products, I also need to have processor info for each. This is not possible using the wizard in its current form. So that leaves me with the query report. Now, I will
Manage Engine Scheduler
Hi, Is there any method / configuration, that I can apply on manage engine, to completely stop the requests being assigned to a technician who is on annual leave or sick leave? Note that we use manage engine Build # 9227 Waiting to hear from you, Best Regards, Wassim
field & form Rules
Dear Support, can we make one Field to appear for one technician only while creating or editing but note that the other technician will not be able to access to that field
Autofill Group on Technician select
Is it possible in a Request, when I select I technician, auto fill the GROUP field with the group that technician belongs too? How could I best pull this off? Is it even possible? Thanks
Email message to site technician about new request from his site
Dear, how can I setup SDP so it will send a message to site responsible technician when there is a new request made from this site users ? I don't want to put him in the "general notification" field to avoid informing about every request even from other sites. Thanks
Requester Details does not show for Requester
Hello everyone, On our old version of SPD (8.2.0 Build 8201), the requester are able to see their details and that's great. However, on the new version (9.3 Build 9302), it no longer shows for the requester. On both versions, the technician are able to view the requester details. Here is how the technician sees the requester and the details (and how it should be): So my question is, how do I enable for the requesters to see their own requester details just like the technician's view?
errors after upgrade 9302
i have some issues after upgrade 1. can man new task from incidendt. buttom not working 2. cant close the request from mobile applications on iphone and ipad. status dont change
KPI Report
Hi All I was wondering if someone could help me. We are using the ServiceDesk Plus application and I have been asked to produce some monthly reports. Could you advise if it is possible to produce a report which displays the following information Average time to close a ticket Jan Feb Mar Incident Request no of tickets closed (average time to close) no of tickets closed (average time to close) no of tickets closed (average time to close) Service Request no of tickets closed (average time
can't open "Community" frame in 9.3.01
Have you changed anything in forum that it is not opening right now, see the error message we got. FYI: it works OK when opening "Cummunity" in new window.
Hiding unpicked selections in Service Catalogs
I'm not sure if this is an existing feature, or an enhancement request: We have some Service Catalog forms that have a lot of resource questions in them. As the requester selects certain fields, the fields become visible. This works well for the user, as they don't need to see unnecessary questions. However, after the form is submitted, and the Help Desk opens the request, they see every resource question and field (even the ones that were not selected). They need to then scroll through this lengthy
Form Actions based on Approval Status
Is there a way to have a Service Request close if the approver has denied the request? We have a service request that needs approval before we can process it and if it is denied we would like to automate putting in a specific message for the resolution and then closing the ticket. I have looked at the Field & Form Rules but I can't choose Approval Status for event or condition and I don't know if a script would be able to do this. Thank You
Can i put the new change request template into the general request template page?
I wanted to allow my customers when they access the ServiceDesk plus portal to have the option to submit a new change request. Is there a way to get the "New Change" template added to the basic request template page? We have many users who submit changes and they are not technicians. If anyone has done this or knows how to do this I would appreciate hearing about it.
Is there a way to prevent duplicate tickets from vendors for same fault ID?
Dealing with automated vendor responses we end up with duplicate tickets regarding the same issue/fault. The vendor tickets can be merged manually bu using the vendor fault identification but this is time consuming. Is there a way for vendor replies to be attached automatically to the original ticket with that vendor ticket number?
Variables in Reply Template
This would be really handy. They already exist in the notification temples, however having access to the variables in the reply template would help to standardise communication from the Service Desk to the clients. eg: ------- Dear $RequesterName, My name is $Technician and I am handling your service request. I tried calling you on $RequesterPhone, but was unable to catch you. Please reply to this email with your preferred contact details, plus any extra information you may have that might help me
problem with ssl certificate
Hi! I have problem with ssl certificate (with asterisk) on my SDP. from desktop browsers its working correctly. but from mobile browsers (Adnroid and iOS) - I receive an error (red exclamation mark with strikethrough "https"). if I use android or iOS app - I signing in correctly, but when I open any ticket, I have receive a error "SSl certificate is not valid". how can I fix this?
Website details do not match installer details
Hey, When viewing the website it lists that 2 techs - 250 nodes is free for all different versions. https://www.manageengine.com/products/service-desk/pricing.html However, when running the installation you can choose between the different versions and standard lists 5 techs unlimited professional list 1 technician and 25 nodes enterprise lists nothing Is the website accurate or is the installer accurate? Thanks! Dom
Html comments
We are not able to write a HTML comment in an incident. If I write something like in a ticker For resolve the problema you need comment a property line like <!-- property name --> Then this <!-- property name --> not appear in service Desk Regards
Auto Assign Approval Rights to AD imported Requestors
I am looking for how we can auto assign approve rights for requests to requester accounts automatically based on an active directory attribute such as reporting to or job title. Can this be done?
Field/Forms: Verify if two fields match
We'd like to have a form where users enter a website url to be updated. There would be two fields for the English version and French version. We'd like to be able to check if the English and French entries match and if so, prompt the user. SD 9217 Enterprise MS SQL ------------------------- Canada
Deny Technician to Resolve request Opened by Him/her
Dears , How can I disallow Technician to Resolve a Request in case he is Openenig This case. Thank You
REST API - Get product from CI-type
Hi We have a powershell function (invoke-restmethod) to get asset info but we're unable to get Product. Is it even possible? Now we just get name and type and what I can see we can also return Place, Description, PurchaseDate, SerialNumber, BarCode, WarrantyDate, ExpiryDate BUT NOT Product
SDP request feature
Hello guyz, I am facing an issue in SDP where by user ask if they are not satisfied about the reply of their request.Is there anyway that they can get a link in the reply-email(that the technician has sent) of their previous request in order to reopen it? Kindly assist Regards, Brian B.
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