Incomming mail settings problem
Hi, I have implemented your service desk plus trial solution, but I have experienced problems regarding email incomming connfiguration. The username and password are correct, I was able to log into OWA with it, and the emails are being received but Its just not authenticating with Exchange (Exchange Server 2010) properly. I followed the link bellow and checked out everyhing that can possibly be problematic http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html On a server
My Tasks \ Add filters
You can add a filter to display tasks on the main page (/HomePage.do)? By analogy with the requests. Either add the ability to switch to an alternative \ expanded view. There is "Show all Tasks" (/TaskDetails.cc), but the technicians more convenient to have general information in one place. This panel is less thought out and informative. Thanks!
Service Interruption - Limited Support
Some of you may have experienced slow customer service over the last 12 hours or so. Yes, we have an issue and I want to give you an update. A severe cyclone Vardah hit Chennai on Monday, December 12th and passed over the city several hours ago. All offices and schools in the region remained closed today. Zoho’s Chennai office was also closed, with the exception of our customer support staff who came in before the storm hit. However, customer support has been spotty as communication links have been
Work log search
Hello, Is the work log area searchable? Many of our technicians include in the work log what utilities/programs they ran to solve a problem, but they don't want that information visible to the requesters (hence why it's not entered in the description/resolution). I've already read that the notes area is not searchable at this time. What about the work log?
Work Logs
Dears, i would like to know if we can have a report where the work log for each technician will be calculated, in case i need to calculate the time spent on resolving tickets per technician as per tickets work log not started time and ended time.
To be assessed SLA breached
Evening all, I'm looking to build a report, so that i can view the to be assessed which have % of the number of requests that have had a 30 minute SLA breached. This would be for a specific group servicedesk. If possible can i set it for the current week Thanks
Custom Dashboard layout
We would like the ability to re-organize the dashboard or add additional dashboards so that we can highlight various types of real-time data. Currently you can add reports to the dashboard, but you can't change the layout or organization so that your custom items go to the top of the screen.
Email fetching service is getting stopped automatically
We have installed Manage Engine Service Desk Plus 9.2 recently. We are facing the issue in email fetching service its getting stopped periodically. When we start it manually then its working. Kindly suggest the permanent fix to resolve this issue.
Receive items page is blank
Hello, everyone. When I go to receive an item on one specific PO, the screen is gray/blank. However, the rest of my POs open without issue. Any help will be greatly appreciated. With gratitude, Steve
Survey Rules
Any plans to have more conditions on Survey Rule exclusions -? I would like to exclude either by category or by support group
REST calls are not working to create a new request
Hi, We have been trying to create a new help desk request with REST using json content type.as below: http://hnlserdesk01/sdpapi/request?OPERATION_NAME=ADD_REQUEST&TECHNICIAN_KEY=XXXXXXXXXXXXXXXXXXXXXX&format=json&INPUT_DATA={ "operation": { "details": {
Change gantt diagram
Dear Support, It would be nice to have a Gantt diagram for planning my change activities, best regards, Matteo Zambelli Application Process Expert & Development phone +39 035 606445 matteo.zambelli@nwglobalvending.com N&W GLOBAL VENDING SpA ad unico socio Via Roma 24, 24030 Valbrembo (BG) - Italy www.nwglobalvending.com Cap. Soc. € 41.138.297,00 i.v. Reg. Impr. BG, Cod. Fisc. e P. IVA 05035600963 Follow us on P Please consider the environment before printing this e-mail.
How to smartly restrict users from viewing technician specific fields in a template.
Hello Folks, Note: Just in case you missed our earlier quick how-to videos on configuring different tasks in ServiceDesk Plus, head here. Here's another short how-to video on smartly restricting users from viewing certain fields in a template using field and form rules. Check out this video, try it in your environment and give us your feedback in the comments section below.
ServiceDeskPlus 9236 Released
Dear Users, ServiceDeskPlus 9236 is released and can be downloaded from below URL. https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9236: SD-64437: Exception while approving the final stage of a request. SD-64108: XXS vulnerability issue in showing the auto suggestions while creating request. SD-65254: Error while running query report with column name /alias name containing the keyword 'from' and function 'longtodate'. SD-65245: Unable to assign Technician
Change Management - for a small IT dept
Does anyone have examples of workflows for Change Management in Manage Engine within a small IT department. We are team of 8 people, we don't have a dedicated Change Manager, often the change requester and change owner are the same person (the technician). The process here seems a little complicated for such a small department with a lot of phases and steps. Currently we are often bypassing the change process because it is overly complicated. Ideally i would like the technician to submit a change
New Tables
I am not identifying the tables RCTechnicianIDs / requestcharges in version 9.2 9218, were new tables created? Could inform me ....
Resubmit approvals should create a new entry
This refers to both request approvals and PO approvals: Often, when we ask for an approval, it goes unnoticed by the approver, which means that we need to resubmit the approval. However, resubmitting the approval overwrites the original entry in the original approval, which means we have no evidence that the first approval was sent (something often needed to prove that we have been attentive.) Instead of overwriting the original approval, could SDP simply add another row to the table with the new
A few features that really need added and fixed.
1. Allow a user that is CC'd to view a ticket through the user portal. I had created a previous forum pos for it, and the only fix is to allow them to see every ticket in their site, or every ticket by their department which is not a secure way of doing things. 2. Reply to two tickets at the same time. If I click "Reply" on one request, then a new reply window is not spawned, instead it reuses the other one essentially erasing whatever you had written without even prompting you "Are you sure you
My Details Tab Configuration
We'd like to make the My Details tab available to requesters , but we want to configure what they can edit. We only want them to edit their Contact Information. Any way to do this?
Service Request - Generate First Response
I am trying to understand how to initiate a first response in a service request. I have found the "consider as first response" checkbox in notes/worklog - but that only appears for incidents. How can this be accomplished with a service request by a technician without replying to the requester with an emal.
Mail Fetching status :STOPPED
Out mail fetching keeps stopping, if you try to start fetching it goes back to stopped immediately. We are using version 9.2 Build 9220 Any help would be greatly appreciated.
HTML signature
Dear Support, It would be nice to have the possibility to import my signature in HTML format in the personalize menù. best regards Matteo Zambelli Application Process Expert & Development phone +39 035 606445 matteo.zambelli@nwglobalvending.com
Script Master - 5: How to send custom SMS notifications to users
Hello folks, Do you guys remember the Script Master's post about sending custom email notifications? In case you've missed it, you can visit the post here. Today's Script Master's post will help you send custom SMS notifications to users through SMS gateways. To demonstrate, I've preferred the Clickatell SMS gateway in this post. How it works: The SMS is sent using the Clickatell SMS API along with an authorization token, against an existing account. In the application, you can use either Request
Notifying when a ticket reaches a certain age
One of the things we would like to do isr HTTP POST to our Rocket Chat channel. I know there is Slack integration but we do not use slack at all. Our requirement is for us to be notified when a ticket reaches 15 minutes old without being assigned. Is there a way we can utilize the REST API in ServiceDesk to notify once something reaches that age? I looked at Customer triggers and the trigger can only be executed when a request is created or edited which isn't very granular. My thought for Rocket
business rules work only for deafault setting site
Good afternoon , There is a problem with manageengine servicedesk plus 9.1 Build 9114. I try to test the system using the free version. Created one region Germany, in its 5 sites with independent settings. When I want to filter the emails between sites I have a problem. In the business rules I have a choice: rule for deafault setting, rule for site 1 rule for site 2 rule for site 3 When I send a letter as if from the user, it is subject to the business rules for deafault setting site. If I'm
After email fetching stops, how to import the missed emails...
Good afternoon, When our email fetching stops in ServiceDesk Plus, we send a notification, and then manually restart fetching. My question is, for the emails that came in while the fetching was stopped, is there a way that I can create these as tickets without manually reading all of the missed emails? Diana
[SOLVED] 9116: Requester Name does not exist; polish characters in requester name
UPDATE: Problem solved, after deleting sdp temp files we discovered that http->https redirection gone... Strange, but after configuring it again, everything back to normal. When trying to change requester after sending ticket by email from my own email account i get this message: And it seems to me that it happens only with requesters in special characters in name (mostly polish characters but also "-"). I have also 9117 on my LAB but in different os configuration (Linux/Postgres instead of production
[Solutions] - Why we can not assign network engineer to approve or reject network solutions, and assign DBA to approve or reject database solutions, and so on ?
[Solutions] - There are various types of the Solutions. Such as hardware solutions, software solutions, network solutions, and so on. administrator can approve or reject all solutions. Why we can not assign network engineer to approve or reject network solutions, and assign DBA to approve or reject database solutions and so on ? Professionals handle professional things.
Remote control needs to be logged in request history
I just noticed that the history tab on a request does not log when a technician takes remote control of a computer from that request. That is important for auditing purposes and I'm quite surprised that you don't log it at all. Eventually it would be nice to have an option to record a remote session and then save the recording to a solution, but that's much larger project.
Ability to delete Change notes
Currently we are unable to delete entered notes in a Change ticket. This feature is currently available in the Request and Problem modules. SD 9217 Enterprise MS SQL ------------------------- Canada
On-Premise Validation
Hi again, Our team is working hard on putting SD+ into service asap. But while all the configurations take place, we have another suggestion for future features: When you configure SD+ On-Demand, you can use AZURE or OFFICE365 domain as a way of validating the access. If we want a similar way in SD+ On-Premise, we have to do it using a VPN connection, wich in our case makes things worse. We propose adding the option of using also AZURE or OFFICE365 domain as a way of doing the access validation
Add new custom language
how can i translate the servicedesk to a new language? is there any language file for translation?
Define project and request task dependencies in Task view
Currently the only way to define a task dependency when viewing all of a project or request tasks is to view the dependencies map. I would like to be able to define dependencies (parent tasks) from within a column that can be added to the standard task list view.
SNMP v3?
When will there be support for SNMPv3 in the network scan credential options?
Automatically restart mail fetching when server/service restarts
When we upgrade ServiceDesk Plus or have to restart the server/service at any other time we have to re-start mail fetching. An option to restart mail fetching automatically would be nice.
Email Notification not working on ServiceDesk Plus for new request creation, completion of request etc.
Hi Support, I have setup ServiceDesk Plus everything is OK only Email notification for technician as well user is not working. I have checked all the settings. After saving settings in Admin=>MailServer Setting=> Incoming it shows settings save successfully and connection with Email server for mailbox is also success. Screen shot attached for further information about incoming/outgoing email settings. Moreover I have checked emails working on OutlookWebAccess (OWA) just to troubleshoot that normal
Total count on a query
Hi all, i have the following query but would like to place a count of the total number of tickets resolved. What would be the best way to achieve this please. Thanks in advance select MAX(aaa.first_name) "Resolved By", COUNT(Distinct workorderid) "Count of requests" from workorderhistory woh left join aaauser aaa on woh.Operationownerid=aaa.user_id where (operation='Resolved' or operation='CLOSE' ) and ( aaa.first_name like '%tech1%' or aaa.first_name like '%tech2%' or aaa.first_name like '%tech3%'
Projects - Query Report request
Hi, We are about to start using our Projects module fairly extensively, due to the lack of being able to associate a purchase order with a Project we wish to be able to report on associated Service Requests that have associated Purchase Orders to essentially have a total cost of each Project (I do realise there is an 'Actual Cost' field available however this is a static field). Fields required would be from Project Module - Project ID, Title, Status. From Purchase module - Total Price where PO
creating support group
Hi guys, I've created a group within our helpdesk using support group to carve off helpdesk cases for a different group. question is right now we have a notification rule that gets automatically sent to the user from the main helpdesk. Is there a wayto send out a different one based on the email address it comes from? for eg. helpdesk@servicedesk.com gets a specific automticaly response helpdesk-different@servicedeks.com gets a different email
Best Way to inventory ESXi Standalone Systems.
What is the recommended way to inventory an ESXi Server (5.x & 6.x) that is standalone (not part of VCenter or VCenter Cluster). We have tried the linux script. but are unable to import the XML file. We need to get our NON-VCenter ESXi nodes into our Asset Management/CMDB for tracking and ticketing. This is a bit of an issue for us. We have also tried by network scanning and using network scanning of AssetExplorer as a distributed scan. The ESXi nodes don't show up and are not imported.
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