Repeated Tickets
Hi. We have a customer that is using SDP (Standard) and when someone create a ticket then the system seems to create another repeated request just 11 minutes later after the first ticket was created. Below is the screenshot. The tickets are not assigned so I guess that there is some timer for unassigned tickets and then the system repeat the message if the ticket was not assigned in some specific time. Appreciate your comments in order to verify if this is a known situation and how to avoid it?
Self Service Portal Widget
How can I create a simple list that exists on the portal that includes after hours of support personnel? I tried creating a simple HTML file with MS Word with the info needed and pointing my widget address to it - but it shows up blank. Does it have to be http or can it point to a local directory on the server, etc?
field #email to notify #
Hi.I did not find the setting. It should automatically fill in the field #email to notify # of user information service desk plus free
Include asset in more than one group
Hi, Is it possivel include the same asset in more than one Asset Group? For example: Getting a server as example, we´d like to include this asset in the following Asset Groups: - Linux Servers - Development Servers - DMZ Servers Thanks Paulo Santos
Alias URL using HTTPS
We have a special configuration where SDP is running in HTTP ( Port 8080 ) on the server, but is accessed in HTTPS using a reverse Proxy. Everything is working very well , except the fact that $RequestLink value ( used for email notification) always shows URL's with HTTP. We have already change the Alias URL ( to remove the :8080 ) but we are not able to change HTTP into HTTPS with this value. Any workaround to fix this ? Thanks in advance, Danny
Multi-Stage Approval
Hi, We have a process where when raising a IT Service Request the business user selects a single user out of a list as the primary approver (Stage 1). We then have another team of 4 (Stage 2 Approval) who should approve. We have the "All Approvers must approve" ticked so the 1st Stage can't just approve and move on....but is there any way to change it so ANY of the Second Stage Approvers can approve it....some may not be around so requiring they all approve it seems annoying. Any ideas ? Andrew
manage engine
Hello good time. I want to take a Report of manage engine different levels spend the time that I get to solve their problem . database is mysql I want to take such a task to solve worklog reports how much time it will take at different stages
Can not get agent to install by group policy
I am following the directions given here: How to deploy agents in all Windows Machines? The agents can be deployed using any one of the following methods : Active Directory - For devices which are in domain. But my GPO is being filtered out saying that it is empty and the agent is not being installed. I have confirmed the network path and version is correct. If I copy the entire path and paste it into a run dialog it brings up the MSI. Below are screenshots of my GPO.
Any examples of customized login pages available??
Hi all, Trying to customize the SD+ login page but not having much luck. I'm no web-designer :) I'm following these instructions: The login page can be customized according to the user's needs. The html file for default layout is available in C:/ServiceDesk>>custom>>login>>default.html The user can make a copy of the 'default' file and customize it as per their requirement. The customized file should be saved as 'custom.html' in the same location as that of the default file. ie; C:/ServiceDesk>>custom>>login>>custom.html
SLA report percentage
Hi there I'm looking to run a report based on SLA's reached and breached. My Service Desk setup has 4 Priority groups P1, P2, P3, P4) and I would like to know out of all the P1 calls, how many (in percentage terms) have been completed and how many have not. As well for the other 3 priority status' mentioned. I would like to run the same report but for different time frames (such as "calls in the last month, year, week etc.) I have taken a look at the other posts on this forum and they are all grouped
ServiceDesk Plus 9231 Released
Dear Users, SDP 9231 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New features in 9231 : SDF-64374: ServiceDesk Plus is now integrated with AD Manager Plus. Administrators can reset password, create, delete, unlock, enable, disable users in AD from Request details page of ServiceDesk Plus and thus efficiently manage their Active Directory in both the Applications. This feature can be configured under Admin >> ME
Notification Rules
HI Guys im having a strange issue, not sure if its just me. When my service desk sends out resolution notifications its sends half the text at the top, then includes the users mail/signature to the mail, then add the rest of the resolution text to the bottom of the mail. can anybody perhaps shed some light on the matter? thanks
Update Sd MSP PLUS : The file may be corrupted or check for the available space
Hi, I have SD MSP PLUS 9008, and I try to update to 9200. I download the 9009 and 9200 update, but if i try to update a the 9009 versione, the updatemanager.bat program give me an error : "The file may be corrupted or check fot the available disk space". The same error appear if I try with 9200 update. The server have 25GB free. In the past I updated the server from old version to 9008 and I did'nt had any problem.
Extracting Statistical Reports from SDP
Hello Everyone, I need some help in creating meaningfull and statistical reports from ManageEngine ServiceDesk Plus - MSP 9.0 Build 9004 (Database: mssql) I need to be able to create reports for the following: 1- Response and Completion time of the ticket per Support Group and technician (monthly and another one quarterly) in % For example I want to see a table that shows each technician response and ticket along with the completion time of the ticket VS its SLA time I also want to see a summary
pictures/pics/images not sticking/dropping off
Hello All, We have had a few instances where the requester has pasted a screenshot in the SD ticket description but the picture did not stick. It appears something like in the attachment. This not only happens when we paste screenshots using snipping tool in the SD but also when replied through emails to SD. The reply gets appended and we can see the actual picture in the email but it gets appended like the attachment in the SD. Has anyone been facing the same issue? Do you know under what circumstances
Clickable link in Request form self-portal
Hi! I need to create request form on SelfPortal with clickable link to our intranet site with documents. I created new template and added link as administrator. But user can open form and couldn't click to this link :( Our version 9228 Could you help me with this case?
Auto-Assign a ticket
Hello We want to auto assign a ticket sent to a certain address to a technical. Example: User sends an email to help@TDC.com We want that to go to Robert How do we do this? Thanks
Conversation is not getting append
Hi Team, When ever requester try to update on ticket (incident) from mail client thunderbird,conversation is not getting save or append in SDP. Also if technician reply from mail client request is not getting update. Thanks Arjun
Project milestones / Tasks as service requests
We use both the Projects and Requests sections of Service desk. Is it possible to have a project Milestone or task to automatically generate a service request or at very least display project tasks in the Service Requests section?
[object Object] error when trying to create PO from Approved PR
Problem with servicedesk Plus release v9229
Hi Problem with latest SDP when upgraded from 9227 to 9229. service shutsdown right after start. I have to revert database and server, but I notices this in log: java.lang.IllegalArgumentException: Row instantiated for an unknown table: TierComponent /Peter
ServiceDesk Plus 9230 Released
Dear Users, SDP 9230 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9230: SD-64082 : Unable to fetch mails due to connection exhaust. SD-64270 : Connection error occurs while trying to fetch mails using IMAP. SD-64061 , SD-64084 , SD-63886 , SD-63821 : Duplicate 'New PO' and 'Delete' buttons appear in the PO ListView page. SD-63997 : Unable to search Purchase Orders from global search using PO's item
Specification reports
Hi Guys, I am wondering if there is a way in Servicedesk to get a Hardware/Software specification report for specific devices? This report would give me in detail, the # hard drives, RAM and processors in a specific device. I would like to do an inventory of the servers and hopefully this feature is available in Servicedesk. Thanks.
Share tickets(Requests)
Is it possible to share tickets between 2 diferent ServiceDesk instalations?
Associate a PO to a contract or a license agreement
As an expansion of the Purchase system, when I am receiving items, I would like to be able to include Contracts (e.g. Firewall maintenance) and License Agreements (Service/Support) and have it link to the appropriate places in SDP. If anyone else is interested in this, if you could please click on Like in the Forum. Joanne Rogers
Email address related with template of request in Service Desk PLUS.
Hello, I have a requests' template and in it, there is a field: send notification to the specific email addresses. Every time, when I'm using this template, I must put adresses manually. So, I would like to have option in SDP+, which gives me opportunity to create this kind of field but with possibility to put in it permament email addresses.
Deployment & use of Windows Agent
Hello All, Previously the company I have been working for has always used the ae_scan method of keeping track of server changes but we wish to move to the network agent. I have 2 queries: 1) Is there a way of deploying the windows agent to servers without having to get the server to reboot? (Instead of manually installing it on every server of course) 2) Is there any way other than task scheduler to automate the Windows Agent updating Service Desk for each server at a specific time? Any advice would
Rest api CI insert/update with xml
Hi, Can you give an XML REST API code example for to update CI I looked for all api documents but i couldnt achieve to update CI informations. For example; CI Type : IP_Phone CI Name : Phone_A Site : Europe Department : Information Technology Owner User : Robert
REST API "No Conversation present for request: xxxx" for GET_CONVERSATIONS
I am trying to retrieve conversations with REST API in C# but no luck. I get the response below for any requests I tried. The technician key is for the administrator and this key gets/adds requests successfully. I have followed the Admin guide (https://www.manageengine.com/products/service-desk/help/adminguide/api/request-operations.html#conversation). my URL: http://<servername>:<port number>/sdpapi/request/<request id>/conversation/ 1.The operation name "GET_CONVERSATIONS " should be sent as a
Proxy Settings issue
We have upgraded to version 9.2 build 9231 on our test server, but we get the following notification When we click on it the following error comes up. The proxy settings are correct. Is there a way to turn this off?
ServiceDesk Plus 9232 Released
Dear Users, SDP 9232 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9232: SD-64457: Admin Page gets misaligned in the Arabic language. SD-65033: Desktop Central Action names appear garbled in Non-English Languages. SD-64461: Unable to perform translations using the developer tool. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
Custom Trigger PowerShell Argument Question
I am working on a custom trigger based on a powershell script on the resources section (https://resources.manageengine.com/resources/resource/powershell-script-to-send-custom-email-notifications-through-custom-triggers) I need to pass some data that is in an additional field (UDF_CHAR15)...Is it possible to pass this data as an argument or are we limited to those defined here: https://www.manageengine.com/products/service-desk/help/adminguide/configurations/helpdesk/custom-triggers.html If its possible
How to add columns to archive requests
Can someone tell me how to add more columns to add columns to archive request system
Which operators are available while searching?
When doing an advanced search, which operators can I use in the description search box? If I search for Bob Smith, which results will I get? If I search for "Bob Smith" will I get different results when using quotes? Is it possible to search for a requester while typing his or her name instead of having to choose them from the pick list?
Re-open request when requester reply on closed request not working
Hi Team, Description : Resolution is : Click here to Close Request If not satisfied, reply to this mail to re-open the Request Requested have closed request by clicking on Close request. After few hours requester have replied on closed request to reopen request as same issue happen again. However in SD+ request is not getting reopen as well as not able to find mail in conversation that request have replied on closed request. On self service service portal setting "When the requester replies through
I want to send an acknowledgment email to the requester when a request is created (not only when received)
Hi, I can see how to acknowledge a receipt of an email to create a request, but I want to send an acknowledgment email to the requester when a request is created even if it is by Technician using the web interface etc . Currently, the requester gets an email upon receive but not on creation....Is there something I can turn on?
Scheduled task run time incorrect
Hi Could you tell me please why the time scheduled for a task to run, and the stated next run time are so different? The dashboard update tasks are 4.5 hours out... The scheduled report run time is 16.5 hours out... The time on the server is correct, the region is correct, and the time zone is correct. Why the discrepancy please? Many thanks
Self service portal customisation
Hi - i am wanting to add the Template Categories to the Self Service Portal as a widget but when i add the address to the widget it also shows the menu. How can i show the categories without the menu showing too? Example
servicehelp desk
I can only connect to the Administrative Centre using http://localhost:8150 but I cannot connect by using either my IP address (http://ipaddress:8150) or my servername (http://servername:8150).
Verify Upgrade - Post-Upgrade-Checklist
Hi guys! I'm throwing this out and maybe I'm lucky or it will just lead to a bunch of crazy stuff. I got this question a few time now from some customers. My answer today is: "Check the logs, click around, and of course you do this in a test environment." It's regarding a checklist after upgrading the product. Like a "post-upgrade checklist". I know that the logs are telling a bunch of stuff and messages like "successfully upgrade". What I'm asking for is more a checklist the customers can go through
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