Multiple email Domains managed in one ServiceDesk
Hi, I would like to know if its possible to centralize support for different domains, for example my company has 2 branches, one for development and one for auditing, each one has its own domain with its own "support@domain.com" email and since they belong to a centralized administration we would like to manage request from both domains in one servicedesk, is that possible?. I have checked the SITES option, but it does not seems to do what we desire, rather it seems to be a tool to manage different
requestors with no site report
Hi Support, We've been receiving emails from external email address and this creates the account in the ticketing automatically - but we need to be able to get a report of those that doesn't have sites since it's affecting our reporting. Also why is that they don't merge requestor with the same email address?
SSO issue with Domain Trust relationship
Dears, With one of the ServiceDesk Plus installations, I am having trouble configuring the SSO. Here is what happens: When SSO is enabled, SDP hosted server gives an error "The trust relationship between this workstation and the primary domain failed". In order to fix this, we need to decommission this host from the network and then re-join the same to the network/domain. Plus, all the printers installed in the user systems go offline and none of the (300) users are able to print. All this happens
Duplicate Scheduled reports
Hi, We upgraded to version 9.2 Build 9227 over the weekend, and this morning I am receiving reports from multiple users that they have been receiving 2 versions of every scheduled report. I've looked in the scheduled report section and they only appear once - what can I do to resolve this? Thanks,
SDF-62042 : Floating menu bar
Hi, I would like to know how to enable the floating menu bar option.It reflects under New features in 9203. Thanks. Regards, JD
Sanity check! Only logged in techs are auto-assigned tickets
Hi all, Just wondering if I can restrict automatic ticket assignment to techs that are logged in. A potential problem I could see would be tickets being assigned to a tech that is not working on helpdesk that day. I noticed there was a tech calendar that allows a tech to mark themselves on leave. Is this how others manage this problem? Thanks in advance
Downloading service packs
Hello, I am unable to download the service pack. It asks me to sign in to pitstop, which I am. Any help would be Appreciated
Alternative Asset States
Good day, Asset states are limited in that there are only: In Use In Store Expired Disposed In Repair Is it possible for me to add more states for In Store? We have two or three locations where IT equipment can be stored based on value or the potential to redeploy equipment to the production environment eg: In Store - Room 16 In Store - Safe 4 Can more States be added in this way? This will also help with auditing in that specific equipment can be readily tracked to a specific storage location. Thanks,
Purchase Order Buttons Covered
Has anyone else had an issue with the buttons in the Purchase module being covered by the purchase order records? s of the
Business Rules or Service Level Agreements needs more criteria choices
I need to be able to put a limit on how long a status can be 'onhold' before someone is notified. Also, if an Approval has been over 7 days in the waiting queue - someone needs to be notified of this status. How can we add these items to the Criteria?
Disable/Remove Technician to not be shown in list
Hi, I would like to remove/disable a Technician to not to be shown in the drop-down boxes for "Select Technician" any more. I removed the login but this doesn't helped and when I remove a Technician completely (delete) the Worklogs of that Technician will not appear in the Timespent reports any more. I definitely want to be able to do reports over past periods for those Technician but disallow the ability to select them for future tasks. Is there somehow a option to JUST disable them? Version: :
PO approval not working
I have a technician that receives request for purchase order approvals and when he logs into service desk under My View, he sees the items that require his action. All of his items are PO's waiting on approval but whenever he clicks on the Take Action button, he gets the following error: I have cleared the cache on his browser and still get the same error. He is using IE11 and we are running ServiceDesk Plus 9.2 Build 9211 with an MSSQL database.
Task Dependencies
Is it possible to require that tasks be completed/resolved before the associated ticket can be closed? If we have multiple technicians assigned a task on a request, such as a new hire creation, then we really need to be assured that the tasks are completed before the primary ticket owner closes the request. If we cannot assure that the tasks are completed first, then the task feature proves to be worthless to us. It would also be great to be able to set reminders for tasks, like we do on SLA's.
ApprovalLink not working.
I can't get the $ApprovalLink to output any URL. I have removed all text and just had that variable in. Still just displays the text, not URL. Running V: 9.2 (9227)
SLA Operational Hour to be less than 1 hour (30 mins)
Dear Support, When it's expected to have the feature so we can choose SLA time less than 1 hour (e.g. 30 mins). Regards, Basem
please integrate wechat in SDP
Hi, team In China, almost helpdesk vendors had integrated the WeChat, that allow user/technician to arise request, make comment, reply request as comment, publish a solution, etc.. Please analysis this feature request, and make a plan to implement this. (At least, to allow arise request using WeChat). Thanks & Regards,
Can't increase ServiceDesk wrapper java heap memory
Hi, Our application server running ServiceDesk Plus has 4GB of RAM memory available, but the SD wrapper is set to use only max. 1024MB. Since there's plenty of ram left that could be used by the app, we'd like to increase this value. Unfortunately, setting anything above the value of 1024 in wrapper.conf (C:\ManageEngine\ServiceDesk\server\default\conf) makes the SD service unable to start with the error logged: STATUS | wrapper | 2016/09/23 12:26:47 | Launching a JVM... INFO | jvm 8 | 2016/09/23
Report request
Possible to get a report listing all duplicate asset names? It would also be nice to have additional info list serial number, asset tag, state, etc. MSSQL build 9220 Thanks
MS Office 2010 service pack 2 not reflecting in ManageEngine ServiceDesk
we are installing MS Office 2010 SP2 , but manageengine not reflecting installed update in installed software or service pack
Report for Creation to Resolution Time Elapsed
Hello, I'm running ServiceDesk plus 9.2 build 9225 with PostGreSQL and need a report that shows the amount of time a ticket has been open from it's creation to resolution taking business hrs into consideration. Here is what I have so far: SELECT wo.WORKORDERID "Request ID", wo.TITLE "Subject", aau.FIRST_NAME "Requester", ti.FIRST_NAME "Technician", LONGTODATE(wo.CREATEDTIME) "Created Time", LONGTODATE(wo.RESOLVEDTIME) "Resolved Date", case when (wo.resolvedtime=0 ) then null else TO_CHAR(((wo.resolvedtime-wo.createdtime)/1000
How to configure an automatic Response to requester
Hi, Is there a way that you can automatically send a reply to the requester when the request is created? something like "We have received your request and will be processed with ID $RequestID" I have check the business rules but i dont see the action for response, also i have created a custom response template, but again, in actions for custom rule there i can only defined a bat file to run. Thanks for your support.
Importing assets: can't get users linked to assets
I'm working on importing a number of assets into our Service Desk. I'm having problems though. When I was testing it out, everything worked perfectly. The users whose usernames I'd put in the CSV file were assigned correctly without problems. Now when I import something I get an error message. I know the domain name is correct as it hasn't changed in the last 10 years. I also know the usernames are correct. With that in mind I don't understand the error message. It tells me to check if I've typed
Asset Sorting
Is there a way to make all fields sort-able under Asset's. Most of the fields you can sort except for IP Address Mac Address Processor Name Processor Speed Bios Date There may be other fields but these are the one that I have noticed. Thanks
Adding a Widget to the Self Service Portal
Hi I have searched extensively for instructions in how to create and add a widget to the self-service form as i only have a small amount of technical knowledge. If I were able to have a custom report (which I have created and added to the technicians dashboard) that would suffice, but i just cant seem to find any instructions or the location of the report to help me embed it into he HTML or add it via the widget url link thanks in advance Jacqui
World Log Woes - Holy Moly...
- Cross-Posted from the Community Wall - Hello everyone! So yesterday my organisation had our bi-weekly "best practices" meeting. In this meeting my Director stated to the team that everyone will be required to enter in work logs, or they will need to fill out a report on why they didn't include a work log in their tickets. You can imagine that this was met with nothing but groans and gripes. Their argument is that it takes too much time to go in and enter in a work log, but then they complain
[SCRIPT] Automatically set the logged in technician as the technician for the Request
Hello all, in our Company the technicians create all the Requests. And now I want to execute a custom Script (when the form loads) so that the technician, who is creating actually the request is automatically set as the technician. I wrote this script, but it doesn't work for me: $CS.setValue("TECHNICIAN", $LOGGEDIN_SUPPORTREP_NAME); Thank you! Greetings Max
Task Interface Issue
Hi, I know it's not a big issue but since my manager asked, can you please look why the highlighted in the red box in not working when you click it, even it says "click to view Request details". Sorry I'm not sure about the name of that function Thank you, Rowell
Resquester reply not showing on tickets
Good Morning, I've been noticing that when a requester replies to an email, it will not show on the ticket. How can I fix that issue? Thank you,
Update Requester from Servlet API
Hi, We have a problem to update requester attributes from API. We perform the post request and receive the error message: "The logged in user dosen't have permission to add requester details" Thanks
MSSQL Old API
I noticed this line throughout our logs: [07:06:41:433]|[09-23-2016]|[com.adventnet.db.adapter.mssql.MssqlSQLGenerator]|[WARNING]|[4186]|: Old API is being used to form range query Kindly use proper column alias if the same column names are added to form range query with MSSQL.| Our setup is ServiceDesk Plus on Windows with the MSSQL database on a separate server. SDP is running the latest version 9.2 9227.
Desktop Application for SD plus
The company I am working for is using your ServiceDesk plus software. However, I am having intermittent issues (timeouts) when connecting to the web application portal of your software which was hosted in my company network. I am very curious if you guys have a desktop application that I can use so that I won't have to use the chrome browser as it is always going on to timeout. By the way, I am connecting to my company network via VPN, and I am working remotely most of the time.
Email Headers and Spoofing
I would like to request a new feature to allow technicians to view the headers (fully body) of any incoming email. We have had an issue with spam coming in with emails spoofing our domain and I would like to find where they originate. This is an article (https://mediatemple.net/community/products/dv/204643950/understanding-an-email-header) explaining the different components and I think it would be valuable to include some of these elements in email ingestion rules. Thanks, AW
Sort in Advanced search
Hi, When I use Advanced Search and open the combo box to select the field name to search by, the list of fields in not sorted. Since we have quite a few fields, this is very annoying. Any way to sort them alphabetically? Thanks, Miko
Notification Rules
Hi, In the Notification Rules section there is an option for Requests - Acknowledge requester by e-mail when a new request is received. Is there a specific notification option to only respond if users submit new requests via E-Mail ? We'd like to stop our e-mail ticket creation function, but would like to auto-respond to users before we do this. Is there anyway of doing this, obviously we only need it for new tickets...not to be created when existing ones are updated via mail. Regards Andrew
Helpdesk Email problem
Hi Support, we encounter the email error since 20 Sept 2016. When we stop and save the email setting the error as attach in this. What i did is to restart the manageengine helpdesk and server but the result still the same. I checked the email account if any case the IMAPS disable or not, but the IMAPS is enable. Password also still same because i can login through webmail. any ideas what else i can try to do? thank you
Windows Updates June 16th, 2016
Hello Everyone, We just completed our Windows updates for today. We are now receiving the error "This Page can't be displayed" in IE 11 and Edge. The site still works using Chrome and Firefox. I was checking to see if anyone else is having this problem? Version 9.1 Build 9110 George
Service Request - Date Field for Resource Info
I have a resource area in one of my service requests that pertains to funding information. I'd like to be able to include a field in this section for the user to indicate the deadline of their Grant, as this will determine the urgency of the request. However, I can't seem to locate a way to add a date field to a resource. Is it possible to add a date field as a resource question?
Cleaning Up SD Plus
Hi, As we've used the system for a while we have a few items in different areas that has been discontinued for use (Categories, Service Catalog Items, Fields, Resource Question History etc.) Some of these you can remove but others are simply disabled for future use. Is there anyway to clean these up and remove them entirely as the thing looks messy as our service and terms change over time ? Any advice or help would be appreciated. Andrew
Delete workstation assets automatically after 45 days of not scanning?
Is it possible to have assets deleted automatically if they couldn't be scanned in the last 45 days? Right now this step is done manually but it would help us a lot if it could be automatic.
$ApprovalLink - No credentials required?
In a request that was sent for approval, a user forwarded the email to another user who was then able to click on the approval link and approve the request. The request was shown to be approved by the user who forwarded the email. This implies credentials are held in the URL that is generated by $ApprovalLink Is it possible to remove these credentials or alternatively to force a credential challenge if the user is not already logged into Service Desk?
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