Open Tickets from Received email
We are running 9.2 and have not made any changes but stopped having tickets opened randomly about mid day Tuesday. I am not getting any errors and the emails are in the proper mailbox. The admin mail settings just says "running" when trying to fetch mail. We have checked all ports and Connectors as well as restarted the server. Any Ideas?
Custom Applications in On-Premise version ?
Hello there, Are there any plans to include the "Custom Applications" in the On-Premise version of ServiceDesk Plus ? Thanks, Antoine
Self Service Catalog Email Generation
Does anyone know if there is a way to have an email sent to the requester when they enter a service request through the self service portal? Currently the requester's are sent an email stating that their request has been received and someone will be with them shortly, I would like to continue that but through the self service portal in Service Desk. I would like the email to contain the SLA that is currently assigned to the service category that they are selecting (i.e. new computer purchase SLA
Field and Form rules - manager unable to see form after disabling subject
Hi all I would like to disable the subject field on user submission so that on form submission customers can not make changes to the subject field. I have created the rule but when the manager goes to approve the form they are unable to view the information in the request so they can correctly approve or reject the request. see below.
Text Field Validation script
Hello, I have a use case where the customer needs to provide the MAC address of their device. I would like to be able to stop form submission if the user does not submit their MAC address according to the following format: xx-xx-xx-xx-xx-xx Is there any way to achieve this?
Sorry an error has occurred - Custom Report (CMDB)
If we run a customer report against CMDB module, it runs fine. However, if we filter by Desktop or Laptop, we get the large warning triangle and "Sorry an error has occurred" message. If I try and edit the report, I get the following errors in a pop up window: java.lang.NumberFormatException: For input string: "null" at java.lang.NumberFormatException.forInputString(NumberFormatException.java:65) at java.lang.Long.parseLong(Long.java:441) at java.lang.Long.(Long.java:702) at com.adventnet.servicedesk.reports.action.ReportRequestHandler.editReport(ReportRequestHandler.java:334)
SD+ migration
I want to migrate my servicedesk to a new server From: ServerA Windows server 2008 32 To: ServerB Windows 2012 R2 64 I have upgraded SD+ on ServerA with the latest SD+ versions and installed the latest version of SD+ on the ServerB both running 9.3 Build 9300 What process do I need to follow to migrate the SD+ from ServerA to ServerB. It is running the database on an external SQL database. The ServerA is running a 32 bit version of SD+ but the new ServerB needs to run on the 64bit version Is there
Report. Manual change dueby date.
Hi!!! Is it possible to create a report about manually shifted time of resolving of a request? Freelance
License Renewal
Hello, We are using ServiceDesk Plus (free edition) version 9.2 Build 9203 since last year. We would like to continue using the product with same free 100 technician license. Currently, I could see a notification on the top bar stating, license is about in expire in 35 days. While clicking on renew button, it re-directs to Zoho website, where it states my account doesn't have any product, although I have got the license from the same email ID associated with the account. Please let me know how to
Licenses expire in X days
Dear all, I'm receiving following message on top of our helpdesk portal: Licenses expire in X days, when I click on button, next to the message - RENEW, I'm receiving following message: You have logged in as mymail@mydomain.com . You are not allowed to access this application. Please click here to login as a different user. Click here to go to your Home Page. When I search in Manageengine portal, its allows me to renew license, but only for up to 5 technicians and last year I issued a license
Preventive Maintenance Task Notification
Hi, Is there a way for a technician to receive notification prior from the task on preventive maintenance be created? For example: The preventive maintenance is scheduled on March 1, 2017, I would like our technician to get notified a month or week before the task is created. Many Thanks, Rowell
Duplicate Technician names
Hi There, Do you know how to remove duplicate technicians in the drop-down menu? We seem to have duplicated names of couple of technicians (not all of them). But in Admin tab under Technician there is no duplicates. Could you advise how to remove these entries? Regards Mario
Removing an email address from a Support Group's email list
I've removed the address for our main helpdesk email address from a support group's 'Group Email' list, yet when new tickets pulled from email come in, they still have the support group being assigned to them. Is there another spot where this can be set? The idea is to have all new email tickets to have no group and manually assign them so a helpdesk tech won't be bothered with high level tickets.
Show the last run date of reports
I'd like a report that shows all the reports' last run dates, if possible. We're trying to clean up the reports that have been created and we can't tell what is being used and what isn't. Thanks, Tammy SD Plus: 9.2 Build 9241 DB: postgres
View is now gone.
Good day. One of our employees has recently had an issue with the default view. When they log in, on the dashboard it shows they have tickets open. When they click on the number, it takes them to a pipeline view, but it is empty. Switching between all the views still produces the same results; the columns are there, however, there are no tickets to view. I have gone in a modified their permissions to view all the companies/sites/departments/just their own tickets, but none of them produce any new
Dueling Help Desk Auto Reply
We Disabled new request creation through email 2 weeks ago and updated the system with our auto response. Today we got a phone call from another agencies help desk because ManageEngine was bombarding their desk with a new ticket every second. Come to find out they send an auto response to each new ticket saying it was received which was not associated to a ticket in our help desk so manage engine fired off another email saying they need to log into our help desk to create a ticket. How can we overcome
Grouping workstations
Hi, So i am in the proces of discovering all our systems, i would like to put them in a group like i can in our active directory. Is there any possibility to do this? Thanks in advance!
Staging Server
Hello, I'd like to create a staging instance for changes I'd like to make to our production Service Desk. Am I able to use the same license file for this instance or would I be better of using an evaluation license? Regards, -Jon
How to transfer custom field values when converting an incident to a service request
Hello, We would like to transfer custom field values when converting an incident to a service request. For example the value of WorkOrder_Fields.UDF_CHAR14 should be transferred to ServiceReq_6001.UDF_CHAR7 during conversion. How can this be achieved? Best regards, Demetrius
We need a way to strip non-requests from the email
Folks, I have this problem in that our employees love to include our service desk in a large email chain that becomes a conversation. We've attempted to convince them not to include anyone but the service desk on an email to the service desk, to no avail. In addition, when we get this long chain and people start replying and forwarding, it becomes impossible to manage. I've previously requested more control over the inbound email. We know we can use the spam filter, but we want to alert the users
Rendering Exception error
Hi, I have a new employee template setup in the Request Catalog with several resource boxes and field & form rules. Amongst other requirements, the hiring manager must fill in the full name and start-date of the new employee. To ease the overview for the Servicedesk technicians, I created a field & form rule that disabled the subject, and created a script that automatically updated the subject with the name and start-date of the new employee. If I create the request as a technician it works as intended.
business Rules doesnt send emeils
hi i creat bussines rules, but i dont receive any notification. i write that when the requester is "user 1" change priority as " 1 priority " than i checked email under notifications an then i write my name. see pictures. best regards, thank you.
Ability to add notes in multiple jobs at once
Would be great to have the ability to add notes in multiple jobs at once
Change notifications
Is there anyway to limit the number of notifications sent. Example John X is a Team Leader, Reviewer and is also a Change Approver. When a change is Approved for Production, a notification goes out to ChangeManager, ChangeOwner, ChangeRequester, CAB, Line Manager, Implementer. This means John X will receive multiple of the same email notifications. Can this be refined in any way?
Can't find ChangeID as an Attribute of Change in REST API, can you add it in the next version??
Hi all, I can't find ChangeID in Change's API. How can I get it using scripts?? Urgent, thanks for anyone provides useful information. Benny
Integrate SDP with ADMP - Reset AD Passwords, no domain...
Hi, I have enabled tight integration from ADMP and entered the server details in SDP under ME Integrations. Both test successfully from their setup screens. I also selected a template for AD password reset. I can now see the Action menu item to reset the account, when I am in a request of the selected template. When I select the Actions menu item, the window appears asking for a domain selection and a user. When I click the drop-down for the domain, our domain does not appear. Can anyone please
Restriction on support groups a ticket can be assigned to
Hi, Is there any way to have technicians restricted on the way they can change the group assigned to a ticket? For instance, I have a ticket created with template X when the To email address is X@domain.com I have support groups A, B, X and Y. The template assigns the ticket to group X. I have configured the template's rules to remove groups A,B so the ticket can only be assigned to group Y. So far so good. The problem is that, as far as I have been able to realize, this only works when the ticket
Requester allowed to view&Organizational Roles
Hello , I want our users to be able to see their own departmental demands while they can see the same departmental demands in other areas. In the second example, I gave the same department role to the different division from the Organizational Roles field. In this way, I can make it possible for users to see the same department requests in different regions. I'll be happy if you can help me. NOTE: In addition, the "Requester allowed to view" feature has been associated with "Organizational roles"?
Required Field
I never noticed this until I was asked if I could make the Site field a required. There is no option to do so. Would that be correct? All other fields has that option.
Cloning tasks
For larger projects and in some requests, it would be nice to have the option to clone tasks to assign to different technicians.
Email address in cc field
Hi, I have ManageEngine Service Desk Plus 8110 connected to the mailbox (exchange 2010) ticket@mydomain.com and it works perfectly. All users write their requests for assistance via email at helpdesk@mydomain.com. Helpdesk@mydomain.com redirects all mail to ticket@mydomain.com. When I reply to the ticket I find always address helpdesk@mydomain.com in CC and I have to delete it manually. (wrong) If users would write directly to ticket@mydomain.com when I answer the ticket can not find the address
Automating Problem Creation
Is there an easy way to automatically create a problem if an incident is reported as a specific impact or urgency level? I imagine this can be done with triggers, however, I am not a developer and I don't want to pull them away from their current responsibilities.
Task search & filters
Hello, We started to use tasks submodule and it's not a good at all that search scope doesn't include tasks. Please look at this moment at feature. Besides that, additional customizable filters for tasks (as for requests) will be very useful for technicians. Thanks.
Edit pick list for service catalog additional fields
Is there no way to modify the pick list text in Service Catalog - Additional Fields?
Script to disable or change password on all requesters
I need a script to disable or change password on all requesters in our helpdesk, we are currently running ManageEngine SeviceDesk Plus 9.2 Build 9240. The point of this is to disable the login for all existing requesters, resetting each requesters password manually through the web interface is no option. Adding a feature to disable multiple requesters through the web interface would be a huge plus for us and others. -Fredrik
API features for acces to old request in a combined request?
Dear sir, We need to access to some request by API, when a request are combined, the old one that has been combined to a new one is not accesible from the api by the old request id. SDP instead can acces by the two request id, but the api not... Thks for your help mbb
ServiceDesk Plus API - Filtering Requests
This question has been posing a few issues recently but a number of clients have been attempting to return a list of requests via the API by a specific value on the Request such as Group. As with a lot of these things its pretty simple but not immediately obvious if you don't know where to look for the information. First off you might want to download our API white paper which sets the groundwork for using the API interface in ServiceDesk Plus: http://www.set3.co.uk/manageengine/white-papers/ If
Not able to Associate approvers to departments
Dears, I'm not able to add any user as department incharge or approver. Kind regards, JS
Customizing ZE Editor
Hi, How can I change default font from Verdana to Arial in ZE editor ? How can I add buttons like "Insert HTML", "Insert Code", "Edit HTML" in ZE editor ?
[Closed]License Expiration
Hello, We are using ServiceDesk Plus edition (9.2 Build 9203) since last year. It's running with free license of 100 technicians, and we would like to continue the free SDP with same features. I am started getting the banner notification stating the license is about to expire in 36 days. If I click on the renew button, it takes me to Zoho website, which says I don't have any product under my login, although the license was sent to my email ID last year. Please let me know, how to generate the free
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