Recommended solutions - What is the criteria for suggestions?
The helpdesk techs are liking the idea for the suggested solutions displayed on the 'resolution' screen however none of our internal technical KB's seem to show up there. For instance, we run Mimecast for our mail filter and occasionally the guys will get a ticket regarding a held email that they will need to release. The ticket details almost exactly match the KB article for keywords like 'held', 'email', 'mimecast', 'spam' etc The article for releasing an email never shows up however. A couple
Error Starting the Server
I get this error when trying to start the service desk: Could Not Find D:\ManageEngine\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... This copy is licensed to DEFENSE SECURITY COOPERATION AGENCYITCATHY Unclean shutdown of previous run. PPM Installation failed. Please contact the support team. Failed to start the server. Please refer logs for more details
Supporting customers at multiple organisations with multiple sites
Okay, bear with me whilst I try to explain... We're a software company supporting multiple organisations with multiple sites. Any customer from any organisation can log a support ticket for any site using email, telephone and the online portal. Now this is where is gets more complicated- A number of these organisations have third party IT support who log calls with us on the customers behalf and some of this third party IT support companies support multiple organisations. We want to automate and
Android App Login
When I try to login to the Android application using my domain login I receive the below error: Login Failed. [TechnicianKeyDefinition] Violation of PRIMARY KEY constraint 'TechnicianKeyDefinition_PK'. Cannot insert duplicate key in object 'dbo.TechnicianKeyDefinition'. The duplicate key value is (2345). Can you please help me to get logged into the app. Thanks
Notification rules create own content variables
We import the "cn" from Active Directory and we want to use this in the notification rules, and if possible also in the incident template How can i archive this?
Syncing multiple domains
We use AD for authentication for both our requesters and technicians with an update every three days. We have two domains, but the Active Directory settings only allow for us to enter one domain controller for syncing. We do have a trust relationship between domains so we were hopeful we would be able to use one DC address to obtain requesters from both domains. That doesn't seem to be working. Anyone figure a way around this?
Webpage sample to create a request
Hey All, My site is classic asp and we are trying to see how to create a request from our website page and interpret the response. Does anyone have any sample webpages we can look at to make this happen? Many thanks in advance
Quick Action: Mark Availability
When logged in as Admin the quick action to mark technician availability only allows to configure the first technician in the list. There should be a drop down list of available technicians. When logged in as a user the quick action allows you to only set your own availability -- which is the expected action. SD 9217 Enterprise MS SQL ------------------------- Canada
High CPU on java.exe
Hi I have problem with java.exe use 100% CPU, it happend direct after I start Servicedesk Plus. It seems to be problem with mail fetching, If I disable mail fetching CPU usage i back to normal but increase to 100% when I start it. I have confirm that the server can access port 110. 9.2 Build 9227 MSSQL //Peter
Tracking and Allocating Software Licenses
We currently have purchased Visual Studio licenses per user that allow for multiple installs; one install on a users primary workstation system as well multiple installations on virtual test system(s). This also includes downgrade rights from the original license to previous version(s). You thus end up, for example, with a single user license that may have 2, 3 or more installations based on that single license purchase. The issue we are running into is that we need to be able to allocate each of
Drag and Drop attachments to incidents
The capability to drag and drop files to add an incident attachment would be nice.
Quick button to list all open tickets for user
Hi folks, If this can be done via a custom script or menu, I'd appreciate the help. Function: While viewing a ticket, I'd like a shortcut to pull into the requests view all open tickets for a user. (This would be a filter in the present view, as Actions>View Requests by User doesn't allow us the efficiency we need. Use Case: User calls with issue, and then states they have other open tickets they would like to address once the present issue has been completed. Any thoughts on how we can accomplish
Build 9236 UI problem
We just installed patch 9236 last night and the "jump to" functionality gives a "User Does Not Have Sufficient Privileges" message. We have an active Desktop Central installation and my user can access it directly but cannot get there from SDP. We see the Desktop Central link and sub-menus but can't use them. I confirmed the API key in Admin and it resolved. Please advise. Thanks SQL Server install 9236 build
Error while loadind XML from scanned Pc
Hello. I found many Failed XML file in folder scannedxml. i check log file SDP and found problem: '&' in software Vendor name. <Software_2 Name="Ashampoo Burning Studio 6 FREE v.6.80" Key="Ashampoo Burning Studio 6 FREE_is1" InstallDate="20121015" Vendor="ashampoo GmbH & Co. KG" Version="6.8.0" Usage="Not Known"/> In name software & <Software_307 Name="REALTEK GbE & FE Ethernet PCI NIC Driver" Key="{ACCA20B0-C4D1-4BF5-BF21-0A0EB5EF9730}" InstallDate="20100224" Vendor="Realtek" Version="1.05.0000"
Search bar not working
We have upgraded to the latest version 9237 When using the search bar 'Type here to Search' and selecting 'Incidents' > 'Default Search' it searches 'Solutions' and not Incidents as selected.
Unable to search Incidents keeps defaulting to Solutions (9237)
Hi, We have upgraded to the latest version 9237 and when using the search bar at the top and changing the magnifying glass to Incidents>default search, it keeps searching Solutions and not returning any incidents. Any assistance would be great as this is a key feature that is in use daily.
Template field
Servicedesk Pulls in various fields when scanning users. One of the field populated is login name. Is it possible to add it to template to auto populate when you enter the users name?
Unable to apply a rule to Requesters or All users
I am unable to apply a rule to Requesters or All users. Only Techniciens is displayed in the drop down menu... It is supposed to be possible as explained in the admin reference. Types of Users The rules can be applied to Requesters or Technicians or All users. However, the rules that are applied to Requesters only will not be applied to Technicians, and vice versa.
Notification Problem?
Our notifications are set to not update users when their request is assigned to a technician but to notify them when their request is updated. Apparently the system treats the assignment of the request to a tech as an update, so the user gets an update notification when their request is assigned to a technician. Unfortunately, assigning a request does not really change anything or add any useful information to it, so when the user then checks on the request to see how it was updated (ie. what work
E-mail Command
hello, i cant find email command manual or list avaible options. seems like a really cool feature, cant wait to try it out. searched web and forum couldnt find anything that would help me thanks
Copy extensive financial information between assets
I'm looking to copy purchase and operational cost information from one asset to 300+ additional assets of the same type, etc. Does anyone know if this is possible? I know I can copy the asset but then have to go back and update name, barcode, serial number, etc. I'm looking to just duplicate financial information. -Kevin
Purchase Requests and Approvals in Self Service
We require all users to have the ability to create Purchase Requests. We are currently using (request) tickets to do this. Can we please request that at least the Purchase Request form be published in Self Service so we do not have to purchase full license for over 1000 users? The ability to to approve these PRs via Self Service (or respond to email) would also be beneficial as there are over 200 managers in this organization and justifying 200+ full licenses just to approve PRs will not happen.
Assign ticket to group without email
Hey guys, is it possible to assign a ticket to a support group without group email? when yes, is it possible that only members in this support group can assign tickets to other members in this group? kind regards, steve
Test Server
Can I partition the production server, to setup a test environment, in order to prevent buying a separate server for the test environment.
Are we able to put hyperlink images in our email signature?
Hi Everyone, I'm new to the PitStop, and as the title says, I'm curious if adding a hyperlink images in our email signature is possible? I'm trying to add images on my signature that when "click" upon, it leads to a certain webpage, so far I can't seem to find a way to do so, your help will be much appreciated. Many Thanks
How can we notify an email user before holidays one day before?
I want to set holiday to the Service Desk System, then I want to send notification to them before holiday one day. How can we do this? Please detail all steps if possible, Thanks in advance.
How to access Manage Engine Service Desk Plus from Android Mobile App
Hello, I need a solution how to access Manage Engine Service Desk Plus from Android Mobile App. I have downloaded and installed Service Desk Plus mobile app for android, but i need recommendations how to properly configure it to access from android mobile. If you have some experience or suggestions with this issue please post here. Thanks in advance, George.
Role permissions for DC/SD integration
Hi, I have installed and setup SD and DC and have my technicians working between both - with everyone setup as admins in both. I have added a role to remove some access to SD modules but when I change the techs role off the admin role I lose the desktop central menu item in service desk. This happens even though the technician has admin access to DC (verified in DC and visible in the checkbox in SD technicians). Is there something I am missing? do they have to be SD admins to see this?
SSO for Linux and Apple OS
Our network hosts users with different Operating Systems; Single Sign On works perfectly for Microsoft OSs but has been failing for Linux and Apple machines. Does ServiceDesk Plus support SSO for multiple OSs; if not, is this a priority to develop in the future?
Can´t close ticket opened defaull request form
I´ve created multiple tickets successufly by importing through excel. But when i open the ticket and try to close it, nothing change. even when i change the ticket state to solved and press the button to save the change nothig change. the ticket state remain opened. Could you guys please help me on this issue?
Survey
I would like to add a comment box under each survey question. How can I do this?
How to access ManageEngine Service Desk Plus from Mobile App
Hello, I need a solution how to access Manage Engine Service Desk Plus from Android Mobile App. I have downloaded and installed Service Desk Plus mobile app for android, but i need recommendations how to properly configure it to access from android mobile. If you have some experience or suggestions with this issue please post here. Thanks in advance, George.
Notification to Technician of Requester update does not contain detail of the update (conversation)
We have notifications turned on to send an email to a technician whenever a requester updates their ticket. This is particularly helpful if we are away from our desk and can see the emails on our mobile devices. However, the notification does not contain the actual text detail of the update and instead gives us a link to the call which we cannot access from our mobiles. I have had a look through the available fields for the notification email, but there does not seem to be one that provides the
Open a ticket with an email
hi, i want to open a ticket with sending an email. mail server settings are successful. incoming outgoing etc. can you help me please? are there another settings which i have to make? regards. thanks.
S/MIME Support in ManageEngine
Dear Sir or Madam, the topic was already raised in 2013 by explanoit (https://forums.manageengine.com/topic/sign-notification-emails-s-mime). Regarding to your employee Raghuraman Balaraman this feature was planed to be implemented in "future releases". Now we have almost 2017... Can you give me an estimation when this very important feature will be available? Thx in advance my friends! With best greetings from Germany Alex
Request collaboration and notification bell doesn't work
Dear developers! Please help me. I have problems with request collaboration it doesn't work. I'm already try all known solutions but it doesn't help. Server.xml is ok.
Filtering REST Parameters
I am having difficulty locating the API parameters for filtering by the following: Group Technician Approval Status Approvers The Service Desk Plus API documentation makes no specific mention of filtering by these types, I hope it is just an omission from the documentation and not due to there being no implementation. Thanks
ServiceDesk
Habrá la manera de poder exportar las categorías que tengo registradas en service desk a un archivo de Excel? De ser esto posible me pudieran apoyar en decirme como hacer esto?
Rest API
Hi, We're using the Service Desk Plus free, I'm happy with choice. Now I want extent a little bit, We have some software and one of this is a employees borrowing. When I user request an item the idea is open a ticket classified and then when this ticket is closed, update the request with data from the ticket. Our subscription is free, is that possible? Best Regards, Renan Paiva
Email address case sensitive?
Just found request from unrecognized user on our sdp. What a surprise was when i realised that he exist in our sdp - with same address email but... some characters are different case. Is this by design or a bug?:) We run 9230. Maciej, SDP admin since 7.0
Next Page