Catagory / SubCategory display to requester option
Want ability to hide certain categories to requesters (only visible to Techs/admins). For example, would not want requesters having the ability to create a new request and set it for the "Security / Firewall Down" category/subcategory. The users are not in a position or qualified to judge if the firewall is actually DOWN, etc. Not all categories and subcategories need be visible to the end users. Techs need a robust hierarchy of categories to properly document issues - but the ability to hide all
Windows Authentication Required Window Started to Show Up
We were having an issue where we could not log into SDP because of recent changes made to Firefox. Did some digging and located a fix in the forum that added a ciphers line to the server.xml file. This fixed the problem. I upgraded to SDP 9.1 and now we are having an issue where every time we try to log into SDP we get the Windows Authentication Required window pop up. Clicking Cancel brings us to the ADP login page. Does anyone have any idea why this is happening and how we can fix this? We
Questions about the license management
Hi there, we have installed here for example, the NCP VPN software in different versions on the client. Software_51 Version="10.02.25056" Name="NCP Secure Client - Juniper Edition" Location="C:\Program Files\NCP\SecureClient\" Key="{81C44F7F-5A1E-4FA9-ADE2-B84C866B8091}" Usage="Not Known" Vendor="NCP engineering GmbH" InstallDate="20151102"/> <Software_23 Name="NCP Secure Client - Juniper Edition" Version="10.04.26745" Vendor="NCP engineering GmbH" Location="C:\Program Files (x86)\NCP\SecureClient\"
Email Fetching/Sending(Office365) from AWS Hosted server behind a loadbalancer
I recently setup an instance of ServiceDesk Plus (9.2 Build 9224) on aws/EC2. Everything works great except the email interface. I cannot get the program to fetch or send from the attached 365 mailbox. I'm using the default office settings for IMAP and SMTP. IMAP Server name: outlook.office365.com Port: 993 SMTP Server name: smtp.office365.com Port: 587 Anyone had similar issues and able to resolve them? I had this up and running on a local machine, mapped to a gmail account and it seems to work
Absence of service field "Editor"
Hello, Refering to https://www.manageengine.com/products/service-desk/help/adminguide/requests/editor.html I can't enable the editor while configuring the Service Request Template. The service field "Editor" is absent in Technician and in Requester tab. Furthermore field name "Editor" is not reserved, I could create this field name in incidents additional field. SDP 9.2 Build 9226 What I'm doing wrong? Thank you.
Restore "Production Setup Confirmation"
There is a prompt that comes up when restoring data asking whether the restore is being done on a production environment. What is this for? I would assume that the restore process would be the same for all databases, whether they are test or production?
Importing users from Active Directory: Can I prevent site creation?
We use AD import for bringing in new user accounts. Those user accounts are sometimes created incorrectly, and the tier 1 tech has erroneously entered the office location (which we map to Site). It seems that when this is done, the import creates a new site. I'd like to prevent that as I'm continually cleaning up the sdp requests and having to move them from sites and disabling those sites. Is this possible to prevent the import if the Site is not available? If not, can I please have a feature request
Personalized Password
Which manageengine's version allows to manage passwords parameters to technicians and costumers without the activation of AD or LDAP?
Dynamic Send Email
When a technician replies to an email, is it possible to setup Manage Engine so that the send to address is the address of the technician? Right now, we have a static address setup in the Outgoing mail settings and want to know if we can make it dynamic based on the technician's email address.
Add NETGEAR NAS to Assets
Has anyone ever added a NETGEAR NAS to Service Desk and gotten the scan to pull all of the details for it? If so what configuration did you use for the scan?
Change Management Approval Status
What toggles the Approval Pending status of a change request? Our change request work flow is fairly simplified, where each stage each stage has an approval, reject, or RFI status. We do however move the change request from directly from the Planning stage to Implementation stage, skipping the Approval stage. We do not have CAB and it seems redundant for the Change Manager to have approve the plan then turn around and approve it again. I have attached a screen shot of several changes that have Pending
Ticket Age and Idle Time
It would be great to be able to see the age and idle time of a ticket within ME SDP. Age = Days since created date Idle = Days since last update To get this I currently need to export the data into excel to calculate it using '=today()-cell-refernece'. The created and last modified dates are of course useful but does not have the same impact as the raw number.
Setting up SDP Failover 'java' is not recognized as an internal or external command
I am running the invoke command to mirror installation and I am getting the error 'java' is not recognized as an internal or external command
CAB members cannot view changes
We have some requestors as part of our CAB. When they get a notification to recommend a change, they cannot view the change because they are not a Technician that has permission to view changes. They get the "You are not authorized to view change module and details" message What do I need to configure so a normal Requestor who is part of a CAB can look at the changes they are listed on? Here is the email template that we use. You will notice we do have the $approvalLink The following change request
Include attachments in replies from Service Desk
Our Users would like to have the attachments included into replies that they receive from ServiceDesk for requests that they have opened.
Duplicate Email Tickets Solution?
We're extraordinarily interested in this product. I've seen a number of posts about duplicate tickets created by way of email replies. I also understand a fix/feature had been in the works. Is there a status on this? I cannot tell if it was ever resolved. Alternatively, has anyone thought of a workaround of some sort such a preventive maintenance to merge tickets or something (if this system is even capable of that)? I've also considered if this was implemented on-premise then technically a few scheduled
Help Operating Hours alternative
I have two analysts that have different hour than other technicians. How to configure these to auto-assign only in your hours of work? Auto-assign is the feature more importante to us! Tks
Unable to login
Hi, I am new to servicedesk plus. I just completed setting up organization details and general settings. I think I've configured the general setting wrongly and now I am not able to login to all the accounts (initially it is working). I noticed that the login screen required a domain, and I do not have any domain configured. Please help. Thank you.
Closing multiple requests with one main request closure, is it possible?
Hi! I use to have different ticked managing system, there was a functionality to relate requests to a single main request, then main request can be forwarded to the support and all related requests can be closed with this request closure. This is a good feature to have in case there are many users reporting the same issue. For example coffee machine is down on floor 4, and all the users located there will report the issue. It's convenient to close all problems at once when machine is fixed, sending
The Field of change status
Hi Dears I need to use a filter to find which reqests status changed under 48hrs? which filed i can use for this filter? some requests reopend after changing status and i need to know about all of this Thanx a lot
Removing Support Groups
Good Morning, I am trying to remove or at least disable two support groups in our SDP instance but because there are records tied to those ID's i can not remove them. I have tried to go through the SQL tables to find these fields but i feel like i will be here for quite some time. I know the QUEUEID's that i need to have swapped. Does anyone have an Update Query that could help me quickly change any tied records and then allow me to delete the groups so user can not select them. DB= SQL 2014 SDP=
Disposed workstations
We have marked Workstations that have been removed from network has disposed, but ServiceDesk still tries to scan them. I thought ServiceDesk was setup not to scan disposed workstations.
Problem while backup. ERROR: relation "servicereq_301" does not exist
Hello, As in topic. Whie trying to run backup script i receive ERROR: relation "servicereq_301" does not exist message. Can You please advice how to resolve that issue? Thank You
Peso Maximo de un Ticket
Buen día, me puede ayudar con cuanto es lo maximo que debe pesas un ticket? Saludos
Database Failure?
Good morning We've experienced an issue with our Service Desk server whereby we are unable to get it to launch (it sticks at "Starting Application Layer..................................". Further investigation has found that we are also getting multiple errors in the log relating to: InndoDB: Warning: trying to read doublewrite buffer page 123 We did have a server crash a few days ago and problems have started since, however we are in the unfortunate position whereby the previous versions / backups
Service Desk Plus service not started
Dears, Im new user and I have a problem with this solution. yesterday the unit C its full and the service SDP stop. after assing more storage to unit, the service stop continue. when view the log, the message is: " Unable to write to the configured log directory: server\default\log (The system cannot find the path specified. (0x3))" I have a bad english, but excuse me, I need your help!
Edit note - existing content could be lost
9.1 Build 9110 I've previously reported this same issue, and I understood it was meant to be fixed by a patch. We make use of the Notes feature to share internal info among our support team. In some cases - if you need to Edit an existing note - the Add Note window pops-up - but the existing content is gone. I'm not sure if this could be related to the content itself (application log entries with non-alphanumeric characters), or if it is text formatting related (e.g. retaining formatting from the
Import Request XSL with UNICODE
Hi, I am having a problem with the importation of requests, accent in French are replaced with ? . I tried to save the XLS file in UTF-8, but it does not work. Thank you for your help
Blank Page
Hello, When I try to access to do our SDP I received the following error message You are not authorized to access the URL sapwise2.sdpondemand.manageengine.com Permission denied Since my user is administrator and I cannot have access, who can I solve this issue? Many thanks for all the help you can provide. Best Regards, Domingos Leão
Can anyone help me providing the query to find out Escalation [i.e Want to find out how many ticket transfer from group Service Desk to other different Group]
Hi Experts, Can anyone help me providing the query to find out Escalation Report [i.e Want to find out how many ticket transfer from group Service Desk to other different Group] I am using Version 9.0 Build 9017 and database MYSQL Mohammad Golam Rabbany Proud Customer of MESDP
Unable to generate reports - after updating the service pack
Hello Team, I am receiving the attached error, when trying to generate reports in SD Plus . For your information, I am facing this issue after updating the SD Plus service pack to 9226. SD Plus version : 9.2 Build 9226 Operating System : Windows 7 Professional SP1 - 64bit H/W Configuration : Intel Core-i5 processor, 8GB Ram, 2x1 TB HDD(Raid 1) Regards, Alex L
Custom script (powershell) does not work
Hi Everyone! I wrote script which will add new request, SD said Action Executed is :test2 Message: successfully executed, but nothing changes. Command in custom scripts cmd /c start /wait powershell.exe -file C:\ManageEngine\ServiceDesk\integration\custom_scripts\test.ps1 $COMPLETE_JSON_FILE. PS version 3.0, also i manage execution policy, now it unrestricted. Maybe someone can tell what wrong? p.s. Run this script on server manually, it create request, but without params (line 11-13). Script
Business Rule is not working for Incident Template
Hi Team, I have created incident template from Admin - Incident Template - New Template. Attached snap shot. I have created business rule from Admin - Organizational Details - Business rule. Attached snap shot. Issue, I have created incident from user end with template that i have created Result Business rule is not working However business is rule working is i will create incident with default template. I have attached snap shots as well.
Service Catalog - How do I edit existing pick list values?
How do I edit an existing pick list in your form? The edit icon only allows to set "mandatory, view and set options. but there is no icon to edit the pick list values.
Importing requesters + using different email id to login with SSO
Hello, I'm currently trying to set up ServiceDesk Plus with a SSO method. I've got to the point where I can import approx 250 users using the Provising App which imports users with their login name the same as their primary email address. (John.Smith@domain.com) However the SSO I want to use is Microsoft Azure AD, which has the login name as (JohnS@domain.com) , which clearly won't work as the login names differ. The fix I've found up to now is to log into "https://mail.zoho.com/cpanel/index.do"
Table of User defined
Hi Support, May I know what is the table consist of User Defined in accident template ? I want to insert it from other database.... Thanks Diyanto
Read Only Dashboard
I am trying to display the Service Desk Dashboard on a display screen in our NOC so that managers can have a quick view of the numbers of open tickets and SLA status as they walk through. Is there a way to configure just a read only dashboard without having to be logged in as a technician?
need to restore version 9222 of ServiceDesk Plus Enterprise not in the archives
hi, please post urgently ServiceDeskplus enterprise version 9222 in http://archives.manageengine.com/service-desk to restore our backup. After a migration to 9226, servicedeskplus doesn't work this is the only one version absent in the archives, while ? best gards Fabrice
Regions/Country/Site wise Approval
Hello team, We have some requests where a single Request template would be used but depending on the requestors location we need to send the request to different Approvers. e.g. Requestor is from Australia the Approver should also be Australian Providing you my direct contact details in my signature below if needed. Kindly help. -Regards, Pankaj Bhadage email : pankaj.bhadage@svitzer.com Direct :+63 26898980 mobile: +63 9395592186
Requests have lost their colour
Hi Folks, I have just done a marathon updating session which went surprisingly well. Only one slight issue has arisen so far. The text on the main requests page used to be in colour and now it is in black wand white! I have checked the settings in Admin / Helpdesk / Status and it showing Onhold is red, Open is Blue etc. etc. What am I doing wrong? Tom
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