Delete site
We have an invalid site that was accidentally created. I have tried to remove the use of the site everywhere that I could find it. When I try to delete the site it will not allow me to do so. I get the error message "Site cannot be deleted as it is being used by a module". How would I discover where this site is being used so I can remove it and then delete the site?
Change status when a reply is posted (not an email reply)
Hi, is it possible to make the system change the request status to Open when a response is posted via the SSP? When we respond to a ticket, we set the status to a custom status of Awaiting Response. This stops the timer. But the when a response is posted I need it to start the timer and change the status to Open. Thanks Matt
Self Service Poortal Close button not working
Issue Description(Describe your issues here) When a requester logs onto the self service portal and clicks the Close button on a resolved request. Nothing happens. Works fine for technicians. License Info License Type = Registered Product = Standard @Name = Matthew Lancashire@ @Mobile Number = 07823 338280@ @Database Name = Microsoft SQL Server@ @Database Version = 12.00.4213@ @Current Build = 9215@ @32 / 64 bit installation = 64@ @Logged in users = 9@ @Zone = Europe/London@
How to set default priority when new ticket is logged
Hello Is there anyway to set a default priority when a ticket comes in?
List endpoints with two applications installed
Hi8 Is it possible to create a query which lists all workstations which have two applications installed. As I licensing project I need to determine which endpoints have Microsoft Office 2010 AND Citrix Receiver Enterprise. I've tried the GUI report and it will not bring back anything if I start using AND. Regards Paul
Updating multiple builds at once
Hi when updating to latest version and there are 5 service packs to apply, is it best to start Servicedesk after each update is applied, or can you do them all, then start the server? Thanks
Filter based on status field
When trying to create a custom filter for the Requests section the dropdown is not showing the "Status" field so I can't filter based on closed tickets. Am I doing something wrong?
Backup and other scripts not working on AD server
We have 2 server same configuration 1 in workgroup and 1 in AD. When I add server into AD, all SDP scripts doesn't working correctly. I try seen errors in scripts and I see: his cannot see filepath, and when I change filepath to absolutely( for example c:\manageengine\..). this script starts working more correctly. What you think about it? How can solve this problem?
Just installed, wrong login
Good day, I downloaded and installed SD 9.2. It looks like on screenshot. It' written that default login and password are administrator, administrator. I tried also admin\admin. Login and password are incorrect. I tried to reset password (POSTGRES database was only option while installing) with your tip. But it has no effect.
Error when entering resolutions or answering to requests
Hello, we experience an issue where everything seems to work fine but it is not or errors are shown. E.g. sometimes when adding a resolution it gives an 'an Error has occured and you have to reload the request. With answering emails it looks it was sent but nothing. With both you then have to start over.. For some reasons i do not find nothing in the logs. Could i be pointed to some sort of relief? Thanks
Blank page after changing port
After following the instructions here: https://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-pfx.html to add a wilcard .pfx certificate, when trying to go to the site, it just shows a blank page, no login. It did appear that the certificate was working though. In an effort to get the page back, I reversed the process and changed back to port 80. However, it still shows a blank page. We are not using SSO. What to do to fix?
Failed to recieve 1 item as the Max Number of IT Assets exceeds license?
When we close a purchase order we get the error "Failed to recieve 1 item as the Max Number of IT Assets exceeds license", how can this be resolved?
close multiple incidents with a mail response
I'm trying to close multiple incidents as the technicians before me haven't closed the incidents upon completion. I'm doing this in order to get accurate statistics from the panel (=decrease the number of open cases) My initial thoughs were to close all the open incidents with an autoresponse where the usera, who's incidents haven't been completed, could re-open by replying to the automatically genereted mail. I'm would love to avoid going through all the 400 open incidents and "edit" - "add auto
Talk ITSM : Free training on ServiceDesk Plus | September
A completely free, 2-part webinar series that will help you get hands-on with the different modules of ServiceDesk Plus. Attend the complete series to optimise your IT help desk operations. Register just once to enroll in the 2 parts, scheduled for the 13th, and 20th of September in three different time zones. We'll send you separate links to join the sessions before the scheduled date. Part 1: Start your service management journey About: Broad overview of the product and basic helpdesk configurations.
ServiceDesk Plus should provide “Technician search” feature to assign a technician faster
Hi team, In the "Request/Problem/Change" module, SDP provide a Drop-down box to select a technician like following: But, if the number of technician is more than 20, it will difficult for choose the target technician from the drop-down box. (actually our customer has over 60 technicians). As you known, the browser provide a search feature to locate the Technician Name by enter the first character. But unfortunately, it DOES NOT support for non-English (like Chinese). So at here, we suggestion that,
BYOD Device Logging with ServiceDesk Plus
We would like to utilize the Asset Module within ServiceDesk Plus to keep an inventory of BYOD devices and the users they belong to. Has anyone done anything like this?
Business Rule is not working
Hi All, I have configured business rule as per attached snap shots however when incident it created it is not working as per rule. Auto technician is disabled as of now. Please help me. Thanks.
Any Way to Exclude Certain Emails from Generating a New Request?
I could delete them from Users Database (Requester), but when the next sync from AD occurs, that User will be imported right back. I could create a Custom Trigger for that specific email address but then need to create custom .bat script to delete Ticket. Seems like there should be an easier way to do this. Thanks.
Creating a view for other technicians
I am managing the Service Desk and need to setup a view for each technician. I want to quickly look at each techs open requests with just a click. thanks, -Sean
Customize "My Summary" for Technicians
Since technicians can also be requestors, the My Summary window on the technician home page should be customizable to add entries like My Pending Requests and other entries like the requestor home page has. For features not being used, there should also be the ability to remove those from the My Summary windows as well.
Date Custom Field
Hi, Is there a way of tracking the date when the request was set 'On Hold'? I was thinking of adding a date custom field, but I'm not sure if there is an option to set the date automatically when the request changes status. Kind Regards, David
Suggestion popup covering screen
I'm always logged in as an admin, so I don't know if this is a new feature or not, but it was reported to me today that a "solution suggestion popup" started appearing for regular Requester users. I've verified that this is showing up in the wrong place, if it's supposed to be there at all. When a user starts typing in the subject line, after every spacebar hit it will apparently search in the Solutions for matching strings and present them in a popup with unfortunate size and placement: The popup
Add external email to existing reuest history
On many occasions I need to include emails in a request to document the work being performed. Right now I Copy / Paste the email from the Outlook client into a Note entry. Is there anyway to add external directly into the ticket? we use Microsoft Exchange email server. Sal
AD Manager Suggestion
I think it would be a great idea to have visual diagrams for each feature so new users of the product could see all the components that need to be reviewed for a function to work. This would include what is field data (They usually just fill in once), configuration (What they fill in to setup the service) etc. I started by creating one myself in the early days of use, It's likely wrong but feel this would be a great help for relationships of each function. My plan is to develop one matrix for ourselves
Request created by Technician with status 'On Hold'
When a technician creates a ticket on behalf of a customer with the status of 'On Hold', the ticket does not get created. Note that the 'On Hold' status is set to stop the timer.
After the latest upgrade I now have 3 phone number fields only need one.
After the latest upgrade I now have 3 phone number fields only need one. Version 9.2 Build 9224 I then went into Helpdesk > Incident - Additional Fields and deleted the 2 extras ones. Now I have none. I tried to recreate it but nothing happens. Called support but got answering machine.
Label Approval Stages
We do some development work that processes through ServiceDesk and I have been asked to label the approval stages so we specifically know what the approval was for: -- ie UAT, QA, etc
What are the Criteria used for updating the Request "Last Update Time"
What criteria is used to determine when the "Last Update Time" is updated. When working in a Request and performing updates to the Tasks or Work Log the "Last Update Time" is not affected by the addition of information. When a technician is working on multiple requests and is updating a Task or WorkLog, it is helpful to know what they are working on by seeing a current time stamp associated with the request on the main view...not having to drill into the history of each technician's request. So...what
Powershell: How to attach a file
I have a problem. I want to use the API to attach a file to an request. The problem is that I can only find examples how this is done with C# or Java. But I specifily need to do it with powershell. Is this even possible? I want to to be done when the request is created. But a second API request that attach a file to an existing request is fine too.
Exporting All Account details from SDP MSP
Hi Team, Do we have any SQL Query from which we can export All the Account's and it's details such as Operational Hours, SLA, Holidays for each of the site. We are using SDP MSP - 8.3 Build 8315 With MS SQL as database. Thank you, Rohit Pol
Update On Hold Status and OnHoldComments for existing Incident.
Hi, I would like to update Status "On Hold" with "OnHoldComments" for existing Incident using manage engine service desk REST API. Regards, Govind.
Category and Group
We just updated ServiceDesk Plus to version 9.2 build 9225. Since we did the upgrade all of our templates have shown two Category and two Group fields. Before the upgrade there was only one of each. The default templates all have only one category and one group fields but it still goes back to the two when a ticket is trying to be created.
Archived request
Hi, Where the archived requests are placed? In which table in database and in which folder? Best regards
Preventive Maintenance & Business Rules
Hi, We have a Preventive Maintenance task that runs Mon-Fri. When we have bank holidays the ticket is not breached for the SLA, but still sits there for us to action. Is there any way to create a rule that says , if a request meeting a certain criteria on a certain day , then it is closed ? I've looked the Business Rules : Category is <Category x> Set to <Closed> is fine, but can a data be referenced, even if it means scripting or having a field autofill (Bank holiday Y/N) to reference ? We have
HTML5 instead of Adobe Flash
I'm curious if Manage Engine would give some thought to moving away from the use of Adobe's Flash platform and consider using HTML5 instead. Flash seems to have more security incidents by the day and I continue to look for ways to minimize my company's exposure to it. Not to mention we would like to be able to view SDP on hardware that will never, ever support Flash.
Table Alias
Good day, What table contains the table aliases? Regards,
How to add new project in Manage Engine Service Deskplus ?
How to add new project in Manage Engine Service Deskplus ?
How can you POST a user ID/password to Service Desk+ login page
Currently we have a CMS based website that our users log into with a user name and password stored in the cms DB not in AD/LDAP. I can get my Db admin to export the users and password and do a import into SD+ but i wanted to know if anyone knew or tried to post login info to the logon page to make like a "pass through authentication"... If you look at the login page code you will see <input name="j_username" type="text" class="formStyle" id="username"> <input name="j_password" type="password"
Report AM/PM Incorrect
Reports that are generated have the incorrect AM/PM ... the date is correct however the AM/PM is reversed. For example if a complaint is generated at 11.20 A.M the time in the report is shown as 11.20 PM and vice versa ... The time however is correct in the request details view.. What could be the problem ?
Report Query Required
Can I please have the query for the following report : Details of all complaints that have been Referred to a specific team by a technician. For Example; A technician who has been assigned a complaint , assigns it further to a team (Refer to Printer Team (that is also fed in the system as a technician) ) . I would like a report that shows details of such a complaint. The following field are required: Name of technician initially assigned to Name of team referred to Creation Date Referred Date
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