Question regarding Field and Form Rules
Hello, I'm setting up a template in the Self-Service portal that will allow users to request a password reset. How I would like for this template to behave is that when they select "Network" or some other system from the drop down menu, the field a form rule would automatically select the group/technician responsible for network passwords. This would be easy if we just had that one system, but currently we're using around 10 different systems. Does anyone have a custom script that doesn't something
ServiceDesk Plus 9212 Released
Dear Users,
SDP 9212 has been released and can be downloaded from the URL below,
https://www.manageengine.com/products/service-desk/service-packs.html
New features in 9212 SDF-39695, SDF-48909 : Option to restrict sending survey to select users/domain. It is available under "Admin>>User Survey>>Survey settings". SDF-37668 : LDAPS support added under user import. SDF-62375 : Option to enable/disable 'Email Debug' mode from Mail Server Settings page. SDF-62376 : Option to enable/disable 'Domain
ServiceDesk Plus 9222 Released
Dear Users, SDP 9222 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issue Fixed in 9222 : SD-63479 : Failure while upgrading to builds 9207-9221, if same barcodes with different letter case are populated in the database. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Additional Requester Fields
Hello guys, for every Requester in my System I've added the field "Kostenstelle" and I will Import to this field data from our AD. Now my Question: What is the Table and the Name of the fields in the Database? Because I want to try something with a Script. Function of the Script: The Script is reading the Data out of the field "Kostenstelle" from the Profile of the requester - and this data should be written in a Field of a Request-Form. -> And for this I Need the Name of the Field "Kostenstelle"
Mail Fetching stopped working after update to 9.2 Build 9200
I've emailed the support contact but haven't heard back yet. I wanted to see if anyone had a resolution here. Mail stopped fetching new emails after the upgrade. Restarting the servicedesk service on the server resolves it once but it stops working after that. The status itself says it's running but the last attempt to fetch mail does not change. There are no errors on the page.
Multiline field formatting in REST calls
When I issue a request to create a ticket via REST, I would like to have the description field of the ticket to be multi-lined (ie separated with new lines) In reading this https://forums.manageengine.com/topic/add-multiline-resolution-via-api I tried to format my payload to match, eg {'OPERATION_NAME': 'ADD_REQUEST', 'TECHNICIAN_KEY': '12345-67890', 'INPUT_DATA': '<Operation><Details><requester>someuser</requester><subject>test subject</subject><description>Test line1 </br> Test string 2 </br>
Update on FCR modes
Hi, Are the FCR modes as mentioned in below forum implemented? I can only see the option to mark FCR on closed requests at the moment. Is there any possibility to make Mark FCR a mandatory field when closing requests? https://forums.manageengine.com/topic/first-call-resolution-fcr-need-suggestions
ServiceDesk Plus 9220 Released
Dear Users, SDP 9220 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New features in 9220 SDF-62076 : Request collaboration: If a Technician modifies a request, the modifications are visible to all Technicians accessing that particular request. By default, the request collaboration feature works on port 8081. (If ServiceDesk Plus is configured using an alias URL, make sure you configure the same using 8081). The port
Automatic Department fill in
Hey guys, I wonder why I have to create a pick list at "additional field" everytime for a new subcategory of the service catalog or an incident for the departments tho they are imported from active directory and linked to requesters. Is it possible that I can link the new field with the list from active directory in order that I don't have to create everything new every time ? It would be way more easy and more long term efficiant if it would work like that. Just imagine the company decides to change
how to update Department of requester!
Please help me ! How to update Department of requester ? Please see xml code update <?xml version="1.0" encoding="UTF-8"?> <API version="1.0" > <citype> <name>Requester</name> <criterias> <criteria> <parameter> <name compOperator="IS">CI Name</name> <value>Phanvm</value> </parameter> </criteria> </criterias> <newvalue> <record> <!-- Multi
Add New User Requests in ServiceDesk
We have a template that we created to add new users. Within that template we have tasks associated with the add new user template. Some of these tasks need to be done within three days, some of them need to be done within 6 days and some of them need to be done within 30 days. We keep running into SLA violations because the add new user request itself is set for three days. We want to have the least amount of work as possible for our technician that monitor the helpdesk so we don't want to break
Custom script to create directory from request name
Hello, Instead of working with attachments in the request, we are thinking about creating a directory for every service request and add the link to this directory in the request itself. All documents related to the request will be saved in that directory. Advantage would be that there is one folder on the network with all documents and also working documents that you do not all want to save in the request itself in our case. I was wondering what the opinions are on this workflow or generally on
Approval Routing
Hello All, I would like to automate the sending of an approval request based on the selection of a particular field, ideally utilizing the script function under Field & Form Rules. In example: When the field "Create AD User" is set to "Yes" I would like an approval request to be automatically sent out to user@abc.com It appears I can accomplish this under Admin>Incident Template>TEMPLATENAME>Field & Form Rules> ... However...I do not know what the script would need to look like in order to accomplish
Support Group Unassigned when changing requestor
Hi, Running ver: 9207 When using a request catalog template with a pre-assigned support group the support group is removed when changing the requester. Additionally, this cannot be overcome with form rules as requester name is not a field that a rule can be conditioned on. Is this a bug or have I configured something incorrectly? Thanks!
Pass-through authentication
Need to create the computer account in specific OU in Active Directory. A search on the forums I find that specifying an OU no longer works. How can I go about doing this? Chris Trauner Network Analyst
Query Report
Hi Dears in last i request a a query report with this link https://forums.manageengine.com/topic/query-report-2-2-2016 and i want to add a technician who has closed the request in this report. Thanx
Enable BCC
Hello, How can i enable BCC in the Reply/Forward mail? I have tried to do the following: update globalconfig set paramvalue='true' where category='ReplyWindow' and parameter='ShowDefaultBCC'; But this resulted in: 0 rows affected. (Running latest version) Thanks
Where can I find EMail Debug?
Where can I find EMail Debug? in order to analyse the problem of non receiving emails?
Application blocked for security error
One of our technicians (only one) is getting a "Certificate has been revoked. the application will not be executed." error when copying and pasting his notes into the resolution field. He is not on remote access and is set up with the same firewall settings as everyone else. Why would only one technician get this error. below is the error and the general exception details. General Exception details: java.security.cert.CertificateRevokedException: Certificate has been revoked, reason: UNSPECIFIED,
Report Field Problem
Hi, On a custom report under the "Reports by all Requests" we are able to see report in English Language with "Request Status" field. But we are not able to see same report with Request Status field in Turkish language mode. However we are able to see report in Turkish language when we remove the "Request Status" (İstek Durumu) field from Custom Report - Edit - Display Columns. We will be glad to help us on generate report with request status field in Turkish language? Best Regards,
Updating from 9.1 Build 9121 to 9.2 package error
I am trying to upgrade Servicedeskplus from 9.1 Build 9121 to 9.2. I am using the ManageEngine_ServiceDesk_Plus_9_1_0_SP-1_0_0.ppm package which is the upgrade specified to go from 9119,9120,9121 in the migration sequence https://www.manageengine.com/products/service-desk/migration-sequence.html Everytime I go to update I get the message "The file that you have specified is not compatible with this product."
Pass Through Authentication
Hi Team, I want to config the pass through authentication in my Windows active directory environment.Can you please let me know how to config the same so it should not ask user the credentials while accessing the service desk portal. I have followed the below link to config the pass through authentication,but after the configuration when i tried to open the service desk plus URL it is asking for username and password.Please see the attached screen shot of the same. https://forums.manageengine.com/topic/pass-through-authentication-an-illustrated-config-manual
Unauthorized access to restricted url /FieldFormRules.do
When viewing a ticket, technicians are seeing the error: Unauthorized access to restricted url /FieldFormRules.do Where the error is appearing can be seen in the attached screenshot.
Assign Error
Hi, We recently upgraded to 9218 and now get the following error: in a ticket, if you click on the Assign button near the top of the screen a drop down has two choices, pick up or assign. Selecting assign gives the attached error
I deleted an SLA by Mistake
And now it is greyed out and it won't appear on my list. How can I undo the deletion and make it appear on the list? I currently have request that have the Normal Priority. Thank you
Outgoing mail server settings reset on reboot
Hello, Whenever our windows server is rebooted, the outgoing mail server settings are removed and mail fetching stops. Anyone else experiencing this issue and have a resolution?
List Default template with other Incident Templates in Request Catalog
Background We're using SDP 9.2 Standard (so no Service Catalog) We have a few different Inicident Templates, some of which are visible to Requesters We do not disable the "Default Template" for users, and 99% of our requests use this template Usability Issue When a Requestor clicks the big "Submit your request" button on their homepage: They are presented with the "Request Catalog / Template Categories" screen: The problem here is that most of them miss the "New Request" button as their instinct
Add "My approved requests" in Reqest Module
Hi, The approvers want to see the requests that they have approved in request module. But I only find "Requests Pending My Approval" in the pick list, and I fail to create a new customer view without any key about approver. Could you help us?
Database Modifications by SDP Development team
Is it possible that modifications were made to the DB by the SDP Development team? I have an MSSQL function that I run every few months to create an Assets report. It has now been failing because a "Barcode" field is not valid. Based on my function, I retrieved the Barcode value from the Resources table which now contains a field labled "BarcodeID" instead of "Barcode". Were changes made to the database? Is there a way to receive notice when changes are made so I can better prepare?
Approval issue in multi stage aproval workflow
Hi, I have an issue with Service Request approver in SDP 9118. I set a Request with a multi stage approval, using $DEPT_HEAD$ variable (see attach1). This workflow is working well with around 80% of tickets, but in some requests $DEPT_HEAD$ approver remains empty (attach2). I have already checked and in the other 20% the requester belongs to a valid Department with a valid Department Head. Can you help me? Best regards, Sutot
Changing "Change Template" on the fly
Hi Guys, I was wondering if a change request has been logged using a certain template whether it was possible to change this template on the already created CR? I've been testing this and it looks like you can only change the workflow once its logged not the actual template. Seems you have to delete the CR and raise a new one with the correct template is this the only way do do this? Best Regards
Pass-through authentication for multiple domains
Hi All, Is it possible to configure multiple domains for pass-through authentication? If so, how can this be done? Thanks
Mode field is empty (Requests)
Hi. I have some problems that occures after 1 month using ManageEngine SD (Standard Edition). When users create their requests through email or portal the "mode" field is empty (Not assigned). You can see my screenshot. Have you any ideas?
Purchase Order Idea - Received Items Suggestion
Can we get a tick box added to the receiving items pop-up box that will give us the option to either add or not add an item to the asset database? Pretty please?
Sites in SLA
In Configuration Wizard -> Orgaization Details -> Sites I have 2 active Sites. One called General and one called Public Safety. When I go into Configuration Wizard -> Organization Details -> Service Level Agreements, the drop-down at the top lists only Default Settings and Public Safety. Do I have to assume that Default Settings will apply to any Requester\User whose Site is not Public Safety? Will Default Settings be applied to all the Requester\Users with the Site of General? Leslie Myers City
Adding "Change Implementer" to the change temlpate and making it mandatory
Hi Folks, I have been creating new change templates in SD+ and I'm looking to see if there's a way to add the "Change Implementer" field to the template and mailing this mandatory? Currently the Change Requester has to first create the CR and then manually add the implementer afterwards. Is it possible to add this field to the template and make it mandatory so that the Requester can add the implementer at the time of logging the CR rather than afterwards? Best Regards
Send complete solution text in email
We have notification rules set up for newly entered and approved solutions. Is there a way to include the body of the solution in the email so our techs can see the solution immediately without having to click the link to view it? I didn't see an option for that in the available tags. We're using 9221. Thanks!
ServiceDesk - second 'site' within one install?
Hi, We are currently running ServiceDesk plus v9.1 build 9110. - Standard, with 5 logins. The system is currently configured for customer support tickets, created/tracked by email, and given a reference ID, e.g. #nnnn# If we wished to use our existing instance of ServiceDesk plus to track 'project' issues/tickets - is that possible? E.g. a second 'site' within the install. Or would we have to have a second instance, different incoming mail address, etc? Thanks.
Fix for default field on Requestor instead of incident description?
I saw a post from a couple years back on this but didn't see a resolution. When you push New Incident in ServiceDesk the cursor would previously default to the Name (of requestor) field instead of the Description of the incident field. Does anyone know a way to put it back? Really handy, I always enter the users name first and this way you could just start typing.... now I have to click into the field first. SC
Business Rule - Technician list not showing
Business rules.a. To assign a technician using business rules, go to admin -> business rules (organization details section) -> choose and edit a rule -> choose the criteria -> assign a technician from the actions section. When trying the above for a new rule, the popup does not show the list of available technicians as per below. Please advise as we are using SDP 9.1 Build 9121
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