Please revert back the mechanism of SDP help！！
Dear team I am not sure from which build SDP‘s help documentation had forced access the help doc online （https://www.manageengine.com/products/service-desk/help/adminguide/）. But not all customers are willing to read English documents, if the online docs unable to provide i18N edition, this will be a problem. At the SDP previous build (maybe before SDP 9200?), when end user click the help doc link in SDP UIs, SDP will check whether there is a local help docs under <SDP_HOME>/help directory. If
Auto requester assignment
We have a mailbox where users will ask us questions, that doesn't automatically create a ticket. Regularly we forward that email in to SDP, but it sets the requester as the "IT Department". Is there a rule we can add that parses the email for something so we can Specify who it was from? IE. Body contains ##From: Joe Schmoe## auto assign it to "Joe Schmoe" Thanks in advance. --Scott
ServiceDesk Plus 9233 Released
Dear Users, SDP 9233 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9233: SD-63813 : Vulnerability issues fixed in agent. Note: Users are requested to upgrade to latest agent version to resolve scan issues. SD-64239 : All XSS vulnerabilities are fixed in "Purchase Request" module. SD-63222 , SD-63215 , SD-63210 , SD-63211 : XSS Vulnerability issues fixed. SD-63930 : Struts related vulnerability fixed.
create a ticket with an email
hi, i want to open a ticket with sending an email but i can not create. my e mail server setting is success. incoming and outgoing server test is working. how can you help me? Are there another settings? regards.
How to remove only tickets and keep same configuration?
Dear all, We're about to go live with SDP in an organization of +1200 end users, and after several testing tickets being created and un-managed we would like to start in production with a "clean" environment. How to do this? Kind regards, JS
Do I need Agent
Do I need to install the SDP agent if I am also using Desktop Central and have the DC agent deployed already?
[object Object] on Purchase Request to Purchase Order
Hello Colleagues! When I try to make a PO out of an approved PR I get a screen to associate PR Object types to Asset Types... I choose the appropriate fields and when I click save and create PO... "[object Object]" PopUp appears. I have tried changing categories and objects, nothing helps. I am on v9.2 Build 9233
prices to upgrade license
What are the prices to upgrade our ServiceDesk Plus license? We currently only can have 35 technicians and 2000 assets. ServiceDesk 9.2 Build 9232
Description being limited to 64k
Hi, We are currently running v9 build 9040. It does not take long before the Description field increases in size when using ServiceDesk to work with customers/requesters. Soon, the description becomes appended with: "The size of the description being greater than 64K, the content has been moved to attachment FULL_DESCRIPTION.html " After this point, it is no longer possible to easily read requests, current status, or search requests with attached HTML descriptions. I notice this is an open and *long*
TaskDetails.cc Page Broken?
When trying to go to the Task Details page on the administrator account, all I see is the following page: This page shows up in both Internet Explorer and Chrome. I tried logging into another account and that page appears fine. It seems to be only one account that this error occurs. Thanks, Evan
Failed Scan - > 90 days
Is it possible to run a report that will show any Workstations that have not been successfully scanned for a period of time? For example, I have the system showing me I have say 500 failed scans,is it possible to show which have not been scanned successfully for say 90 days, 30 days etc.? I'm trying to clean up my Assets.
Multi-select field
I need to add a multi-select field within my incident and service request forms. I searched these forums and found another person had asked for the same feature 2 years ago, but did not get much of a response other than "we'll add it to the feature enhancement list." If a multi-select option is not available, is there an option to place custom code within a form? For example, could I add a button that launches a popup that is hosted outside of ServiceDesk Plus, one that includes the ability to
Custom Trigger returning data with Powershell
Hi, I've got a powershell script that gathers mainly 2 types of information, and now I want to return these data to the servicedesk. The script so far looks like this: param ( $json = "none" ) $jsondata = Get-Content $json -Encoding UTF8 #Encode if necessary $obj = ConvertFrom-Json $jsondata $requester = $obj.request.REQUESTER $description = $obj.request.description $folder = $obj.request.Mappenavn $sdphost = "path to our servicedesk" $techkey = "API key" I get the data from the obj.request-variables,
Field & Form Rules - requester email
Hello, We would like to automatically update a custom "Country" field based on the email address of the requester. For example: when the email address is ending with ".fr" then Country = "FR". Is it possible to get the email address of the requester using field & form rules? Something like var x=$CS.getValue("REQUESTEREMAIL"); Best regards, Demetrius
Has Anyone integrated ServiceDesk with PagerDuty?
I am looking at a way to integrate ServiceDesk with PagerDuty aside from opening a pagerduty incident via email from ManageEngine ServiceDesk. Has anyone attempted this. Ideally, in the incident template I would love to have a list of "teams". Our helpdesk could choose which teams to notify of the incident, log the incident in servicedesk and pagerduty could alert the on-call personnel on that team either by email to pagerduty (not my first choice) or maybe through the API. Has anyone done this
Last Updated Issue
Hi , We were running a report where we would report on Last updated time. I understand that it would show the last time when a note was added to the ticket. However now we are encouraging the technicians to add worklogs as they track the time for the techs. But now the Last updated report does not show the true picture of the last update of tickets. Is there a fix for this? Below is the current query: SELECT ti.FIRST_NAME AS "Technician", wos.LAST_TECH_UPDATE AS "Last Update Time", wo.CREATEDTIME
Problems, with reply o resend from a request existing in SDP to another system requests..
Sometimes we send from a request in SDP, to another of ticket system from other company, and this system does not process them ... (eg. Spirit), but sometimes is processed without problems.. We see that Spirit also uses the same format in the subject (##$numberOfSpirit##), and we believe, but it's still a theory ... that Spirit, if it receives our message, with our ticket number in the same format (##numberOfSDP ##) ... and this tkt exists In his system, he hangs on his tkt thinking that it is a
Select next approver in SDP Workflow
Hi, Is there any way to select next approver in service request workflow after create and sending request?
Problems with technician email responses
Hello there. I have this scenario: We have only one email address configured at ServiceDesk Plus for all our technicians. Sometimes occurs when "Technician 1" sends a reply from a customer's message ("customer 1") which belongs to Request ID "X"; this reply is sent to another customer (not "Customer 1"), in another Request ID (not request ID "X"). This is a new situation, and we haven´t had another similar case but since a week ago. This scenario has been given at least 4 times more, with different
SITEs created automatically Please HELP!!!!
Group conflict with Business rule and Support Group Email.
Hi, 1.We have alerts configured to send from a monitoring application. Based on the requester, a business rule is applied which automatically puts this in the queue of the appropriate support group. 2.More recently, we had a different issue where the fix was to put the email address we fetch from into the 'Group Mail Settings' within our main service desk support group. Since this change has been made, all of the alerts from the 1st point go directly into the support groups which is referenced in
Exception while trying to send notification for Request ID : N Mail sending failed.
Hi, I'm getting this error Exception while trying to send notification for Request ID : N Mail sending failed. But there is no other information about it so I cannot find the problem. Is there any way to troubleshoot this? Please find attached the support file. SDP 9.2 Build 9232 OS: Windows Server 2012 R2 DB: SQL 2014 (version 12.0.2000.8) Thank you and best regards, Rodrigo.
Upgrade AE Agent
Dear support, We just upgraded ME SDP from 90xx to the latest version (9233) Is the AE agent that already deployed (1.0.17) still can communicate with the server..? Do we need upgrade to 1.0.22..? Thanks, Dedy.
Servicedesk plus
Hi: I got issues on the email address that mask as sender. I had updated the new email address in the admin pages, but the email alert send out still send with old email address. I tried restart the service but it still the same. Any method the change it in file level? Thank you. ChuSoon
Reclaim Old Ports
Good day, I have had some issues with our SDP and Desktop Central Implementation and we changed the ports a couple of times while fixing the problem. I now have three ports listening: 8080 My actual SDP 8081 An SDP login Screen with a different logo 8082 The Desktop Central Login Screen. I would like to disable SDP on port 8081 and move Desktop Central to Port 8081 because I would like to deploy ADSelfService on port 8082. How would I go about this? Thanks,
Mail Import geht nicht mehr - Zertifikate wurden erneuert
Hallo, wie und wo kann ich im ManageEngine HelpDesk das Zertifikat erneuern? Der Import vom Mails geht nicht mehr! Gruß Michael Thiel
Order and install flow feature
Good Day Manage engine community, I have a quick question regarding a possible feature or if it even exists. We are looking for something that not only does purchase order flow but goes beyond that with order installation and completion. Example: Customer contract is submitted --> Contract is approved --> Needed equipment is submitted via Purchase order --> Equipment arrives -->Equipment setup and ready for testing -->Equipment is tested and ready for deployment --> Equipment deployed at customer
ServiceDesk Plus and mail formatting
In the last 2 releases we have noticed the odd ticket will come in with no mail formatting. I have yet to determine if the original email is plain text, rich, or html. Have any of you come across this and had more success to solve the issue than I am having?
DST Update
Hi, Service desk time went back after 30 october summer time end. How to revert it ? (Not gmt settings, system time)
Date and Time Stamp Reply Emails
When you reply to an email it should show the date and time the email you are replying to was sent. This assists anybody reviewing the email to see quickly see when the email in question had been sent. This is similar behaviour to how many email clients work.
preventing duplicate approvers
We would like to automate some of the approvals in our service catalog. We plan to make use of the $DEPT_HEAD$ and $REPORTING_TO$ approvers. In some of our approvals we would like the approval process to go to a person's $REPORTING_TO$ and then to their $DEPT_HEAD$. However, in some departments, a requester reports directly to their $DEPT_HEAD$. Is there a way to check if the $REPORTING_TO$ and $DEPT_HEAD$ value is the same and then skip one of the approval steps? Thanks for your assistance.
Field Project Code to Request list
Hi everyone! Is there any ability to get field Project Code from Project to Requests list? Now in request list is field "Project id", but unavaliable using another field from project.
Dock Quick Create
Good Morning! I apologize if this is a duplicate ticket but I did search and didn't find one. Is there a way to dock the Quick Create window like it was in the previous version? Thank You! William
Multiple checkbox field
Hi I need aditional fields to create a template. I need multiple check box selection fileds for my new template. I don't see any option to add multiple ckeck box... Do you have any advice? thx.
Server Core
Is it supported (or even possible) to install ServiceDesk Plus on Windows Server Core editions?
Query Report to export all details in Request Catalog templates.
Hi Team, Please help us to generate a query report to export the names of all the Request Catalog template along with the Category, Sub-Category, Group, Priority, Site, Level for each of the templates. Application details below: Database Name = MySQL@ @Database Version = 5.1.50-enterprise-commercial-pro-log@ @Current Build = 9224@ Thanks Ratul
Can you customize this Requests layout
Is it somehow possible to customize the layout of this "requests screen". As in, change the way its set up, adding categories, moving description - just to make it look nicer. As you can with the Email auto notify and such.
Can't open module Task and Worlog on ServiceDesk Plus Android app 3.0
Hello, I can't open module Task and Worlog on ServiceDesk Plus Android app 3.0 Any ideas?
New options related with creating request.
Hello, Could you consider following suggestion as a new feature requests (service desk plus)? 1. After I click on 'add request' button I would like to see message like this: adding new request in progress. In same time, template should be hidden or inaccessible. 2. Message of error should appear, also when necessary fields are unfilled or wrong filled. In this situation, template should be also inaccessible. 3. Wrong filled or unfilled fields should nbe marked by other colour.
Technician Activity Report
Hi All I would like to run a report per Technician to see what they have done whilst that have been logged into SD+ We are currently using SD Plus - 9.2 Build 9227 I can get reports on tickets closed and logged, but I need the detail relating to the actual activity while the technician is logged on, some of these activities could be - adding notes, replying on tickets, re-assigning tickets to others, etc. Main reason for this is that we have a number of remote Technicians and I need to ascertain
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