SDP Slowness
Anyone experience slowness like this? I have tired to change the Java Tuning but every time I change the wrapper.java.maxmemory above1024 my service will not start.
Automatically Closing Dependent Tasks
I have a main tasks that once it's closed, the dependent ones need to close automatically. Does anyone know how to accomplish this?
No settings Option on Dashboard
I read that there should be a settings option under dashboards to modify or create new dashboards. I do not see that option?
Asset Mangement
Is there a way to scan/report the local administrators from the computers via Asset Management, or the free version of ADManager? We have over 250 pc's and looking for other options to gather the information.
Announcements API
Hi, We would like to take advantage of the excellent Announcement system by publishing a short list of them on our Intranet, with full click-through functionality as it is on the Home page in SD+ At this stage we're just looking to list the last few (5-10 say), just to improve the visibility of our Announcements to staff. Cheers, Richard.
Customizing Scheduled Reports
Two questions about the Scheduled Report feature 1) Can you specify multiple recipients? 2) Is there any way of embedding the date in the file name, such as by adding a wildcard like %date, %time and so forth? Sang Park
Enable Business Rules to trigger additional fields
I would love to be able to utilize Business Rules to trigger changes to custom (additional) fields that we have implemented. We have several custom fields created that could be changed to certain values based on rules (sender's email, sent-to address, etc), but a Business Rule only allows me to manipulate the built-in fields. As a workaround I have made several incident templates that have the values populated appropriately, and then I have Business Rules to apply those templates, but that gets really
Direct link to the answer form
I would like to supplement the e-mail templates for "answer to a request" so that the requester has a link which takes him directly to the reply form. Is that possible? At the moment, the link with $Request Link refers only to the corresponding ticket. The requester must then click on the "Answer" button there. I would like to avoid this step. please excuse my bad English
User Survey Satisfaction Levels Don't Appear
Good day, I'm trying to set up a user survey in SDP with satisfactions levels. The problem is they don't appear on the survey afterwards. Only the text area "Any other comments or suggestions" appear. I'm running build 9300. Thank you
TechTuesday : Tip 181 - Improve Performance and Stability
In order to improve the performance of ServiceDesk Plus application, you can choose to delete all the system generated notifications for closed and/or archived requests, for which the completed date is greater than 'n' months from today's date. [The value of 'n' can be 3, 6, 12, 18 and 24]. This option is present in Admin -> Self Service Portal Settings.
AD authentication failed
Hello guyz, I followed steps of adding users from our AD, the add was successful but when trying to log into SDP using AD authentication, it fails; although I have checked the “Enable AD authentication “option. Kindly assist, Brian B.
Technicain cant close tickets asigned to them
Hi Can some one point me in the right direction as I have set up a number of request templates for the request catolgue that the users are using but what I am finding is that they can not close their own tickets. Or when a ticket is assigned to another tecnician that they are unable to close their assigned ticket? Any help woul be much appreicated. cheers] Christina
Failed To Communicate Agent - error
Hai, With the Manage Engine agent, I cannot get the Service Desk server to Scan the machine. I get "Failed To Communicate Agent" , even though the Manage Engine service on the PC is running. I also disable the firewall in target PC. I did not get this path "HKEY_LOCAL_MACHINE\SOFTWARE\ZOHO Corp\ManageEngine AssetExplorer\Agent" from target machine. And i cannot find the agent port from target machine. Please help.... Thanks and regards Haris
Import bulk assets to Manage engine from Microsoft Excel
Hello, Please help me, How can do import bulk assets to manage engine service desk from Microsoft Excel ?. Thanks,
My Requests Summary
Hi, I am configuring the Service Desk Portal and I was wondering if there was any way of modifying/removing these options so that they don't appear on the homepage (see below screenshot). For example, I don't want 'Pending' to refer to open requests, I would rather this was just called 'Open'. Also, I'm not sure what 'Waiting for Approval' or 'Waiting Update' actually do - I assumed 'Waiting Update' referred to when the technician changed the status to 'On Hold with user' but it doesn't. Can you
User can not search on "Request" only in "Solutions"..
Hello, I have been trying to search similar problem to this but can not find any. I am using the latest version of ServiceDesk Plus (9240) at the moment. When a user logged on, he can see his own request. Whe he use the search function to search for a particular subject, it always return with search for "solutions" instead of "request". I tried to find where do i define where and what a user can search for, but haven't found it yet. Anyone have similar problem? How do you solve this? Thanks :) Regards
Query Report
Dear developers. I really appreciate your help with my requests. And I'm very sorry to bother you again. Please help to build report. We need a report with the following parameters. It should contain the number of notes the request ID, group, specialist, the number of reassignments, overdue or not, and the ability to adjust the data LONGSTODATE. Thanks a lot. God bless you.
remove in store asset from not scanned in last x days
It would be nice if the in store assets could not be shown in the "Workstation/Server not scanned in last x days" view. And maybe not even being tried to scan at all.
Pass-through Authentication issue
I'm trying to set up pass-through authentication on our domain. I feel like I'm on the right track, but something isn't right. I have the Computer Account created in AD, using the NewComputerAccount.vbs script. I can see it in the Computers OU. Whenever I visit the site, I get this pop up: This pop up only happens when AD and pass-through are enabled. If I turn them off, it goes directly to the "normal" login screen. Any ideas?
Query Service desk plus
I need a report that allows me to view the filters made by each of the user groups, this through a query. MSSQL, Version 9.3, Build of ServiceDesk Plus 9300
Update from Standard to Professional
I have a ManageEngine ServiceDesk Plus Standard Linux Installation, and have a new license with Professional Edition. If try to add new license it say: Please apply a proper license file. What's correct path to upgrade to Profesional Edition, do I need to reinstall? Regards,
Parent child relationship for request
We needed a report where all linked requests come together . Alternatively an automatic key word based grouping should be available
Report to show First Response Overdue Status
Hi im looking to produce a report that shows First Response Overdue Status, and also who sent the first time response email Thanks Postgres Version : 9.2 Build 923
SLA and Business Rule Request - Email and Escalate to Support Group
We need to the ability to e-mail a support group when a business rule is executed (See Image 1). Use case for this would be that we currently have 32 support groups broken into Tier 1 Support and Tier 2 Corporate Support. In the event of a Priority 1 or 2 ticket we need the ability to immediately notify the Support Group which the ticket is assigned to. Having the ability to send an e-mail to a support group when the business rule is executed would fix this. Having to assign this per technician is
Default selection Solutions in Resolution tab of a request
Hi, Can you please make the default selection configurable in the Settings for the Solution in the Resolution tab of a request? We don't use the solution database (because we have an own solution wiki site) so the default must be the "Resolution" in stead of the "Solutions". See screenshot. Best regards, Mark Flothmann
Unable to sort/filter requests view on Template Name
I was just trying to sort or filter the Requests view by the template name field and it doesn't let me do that. I want to review anything created using the default templates to see if we need new templates created or if the existing ones are not clear. I could make a report for this, but that doesn't let me get straight into the ticket.
Renaming Support Groups
Is there an easy way to rename Support Groups Do I need to select a site and rename it there, or is it good enough to leave it at default. When I choose a site and then look at the list of groups, all the old names appear We need to change from Help Desk to Service Desk. cheers
Survey link not working
Hi, I am encountering an issue with the survey link. I have included the variable $SurveyLink in the survey settings and have inserted the hyperlink as well, but whenever the email for the survey is sent out, it only shows as "http://ict-helpdesk:8080/$SurveyLink" I am using servicedesk plus build 9223. Thanks! Geraldine Legaspi
Text out of bounds
Hello I have a particular ticket that has this issue, just this one. In the description field the content is not shown completely in the left margin. Is there any way to fix this issue? My version of ME is 9.0 build 9003 DB is postgres. thanks for your help
How to know who closed the request?
If the request has been assigned to Technician "User 1" and the request was closed Technician "User 2", the notification does not comes. How to know who closed the request?
Sites not importing properly
Hi, We have manually setup all of the sites we have in our organisation based on the AD entry physicaldeliverofficename. When importing using LDAP requesters are added fine but Sites assignment remains blank. Any idea? Regards, Tom
Ability to set Solution TOPICS as published to Requesters
I would like to have the ability to "hide" Topics from the Self-Service portal. We have lots of technical solutions we want to hide from Requesters, because they are intended to be referenced by IT staff (only). While Requesters see none of the data, the can view our tree structure of: -------- Standards - Network ---- WAN ---- LAN ---- WIFI ---- VPN - PC ---- Desktops ---- Laptops ---- Other - Servers ---- Intel ---- Unix ---- Other - Applications ---- Microsoft ---- Other - Database ---- Oracle
Question about ribbon
Hi guys Im looking to makes changes to the ribbon that sits at the top of each page of the servicedesk tool as I cant seem to find the option in the admin tab. See image
How to add a Resolution?
How to add and
Business Hours email
Is there a way to respond to the requester with a message when they send in an email outside of business hours?
How can I activate custom trigger when an email reply is received?
I have custom triggers than run when a ticket is created, but when someone replies by email I'd like to run another script. I've tried "When a request is edited" and "When a request is created" but neither triggers when a reply email is received and added to the existing ticket. Is this possible?
AD Login Issue
Good day, After enabling AD authentication for ServiceDeskPlus, I get a browser pop up for authentication. Entering AD credentials into this pop up does nothing and you have click cancel to be taken to the SDP login window. Where you can actually login. The URL in the address bar afterwards has the parameter SkipNV2Filter=true, not sure what that means. How can I disable this pop up from appearing?
Forwarding ticket to helpdesk
If a user emails me directly and I forward it to my helpdesk email. How do I NOT have myself made as the requestor?
Trigger a pop up or disclosure when Certain Template is selected
We have a template that is going to be a request to Add a new user, this will be for a very select group of users. I need to have a pop up window or notification pop up when a user clicks to use this template display an important disclaimer message. Is there anyway of doing this that is not too complicated or time consuming?
Solutions associated with call logging
Hi there, I've noticed that when I try to log certain test calls - I get an alert popping up which asks if you would like to view suggestions for this request before submitting (see below screenshot) but there are others that don't give suggestions. I was wondering what triggers this suggestion box and how can I add 'suggestions' for other categories?
Next Page