LDAP over SSL User Authentication
Hi, We would like to delegate the user authentication to a LDAP server. SD+ supports this but I didn't really see any option to connect to the LDAP over SSL. Specifying ldaps:// as URI or port 636 as 'Domain Controller' results in an error. According to a response of a sales rep, SD+ does support it, i assume via java's keytool functionality. I did import the self-signed SSL certificates of our LDAP servers in the server/default/conf/sdp.keystore Now I see following output in the serverout log file
Adding a a new field type to Service/Incident Requests
I'd like to propose the option of having a label field type for the purpose of conveying information to the requester. This would be similar to a Text Box but would not allow the user to input data. Example: Above the "Call back number field" "Please ensure the person listed as the contact is available between 08:00 and 17:00." Above the "Select Approvers" field: "Please select an approver if you are not the budget owner." It would also be useful to have this under resources. Many thanks, Adam
Unable to install ServiceDesk Plus
Dear Team, I am unable to Install Service Desk Plus on my RHEL 6.1. After installing when I am trying to run run.sh it showing "Failed to start the server. Please refer logs for more details " Please Help. ManageEngine ServiceDesk-Plus Version : 9.1, Build:9118. Regards Gireesh Kumar E
problem managment
Hi why when i close a problem in problem tab the associated incident in incident tab will stay open ? in the other hand would explain the relationship between problem and incident tab in manage engine. i will appreciate your help in advance. regards
Business Rule not working
I have a business rule setup to categorize and assign an e-mail request to a specific analyst but the rule has never worked. I tried modifying it muoltiple times but never had much luck. Any suggestions? Build: 8217
Change SLA based on level
Hi Is it possible to change SLA when the level is updated?. We have service requests that might change from one support group to another but the SLA for the first group is the lowest and for the second is higher.
Dashboard Customization
Hi There, I love your Service Desk product and am very happy thus far. I am finding it difficult to work with the Dashboard unfortunately. Some widgets that are there are not needed in our environment and I would like to reposition some of them. It would be great if this is a feature that could be considered. Kedep well.
Business Rule not working
When OpManager sends an incident request to SD plus, I have a business rule controlling where the call is destined i.e. the support group, priority, impact etc. I have a condition set in the Business Rule that if the subject contains the word "Clear"then the call is nullified. However the Business Rule is ignoring this condition. See attached. The impact of this is that oPManager raises an incident to for the fault, then raises a seperate incident to say all is working again, which is a bit silly
how to reply to requester under inside to description box
Hi i want the requester see my answer under the description box in new incident instead of the replying via email to them. is there any option for this.
Link Problem
Hello, On a notification mails there is a link to the ticket like https://domainname/ChangeDetails.do?CHANGEID=4115 and its working fine but sometimes on some users (not on all users) its leading to the https://domainname/HomePage.do?SkipNV2Filter=true&CHANGEID=4115 when click it and opening the homepage not ticket. Last week we upgraded to the 9213 and there was not a problem like that before upgrade. Do you have any clue?
How to send email about what (fields and/or replies) was updated in the ticket with before and after value?
How to send email about what (fields and/or replies) was updated in the ticket with before and after value? We have Business Rules setup for higher management for critical tickets. Currently they are alerted whenever a critical ticket is created or edited multiple times but they find these alerts as not useful because they do not know what was being edited, they only know that it is being edited. We do not expect them to go to the ticket to see what was changed, it is expected that they see what
Report For SLA Escalation Rules
Hi, Could I please get the MSSQL query to run a report that shows: - SLA Name - SLA Response Time (respond within X hours) - SLA Resolution Time (resolve within X hours) - Level 1 to 4 escalation notification timing (e.g. 4 hours before, or 1 hour after, etc.) - Escalate To This would essentially be the data that appears in the Service Level Agreements page in the Admin module. We have many different SLAs, and it is time consuming for management to go through each SLA individually to review the SLA
Service Catalog > Resource Info Issues
Hi, We've just added a few questions to our Test system for a New Service Catalog service and added two Resource Titles in the Resource Info area. For some reason we cannot remove a one of these now that it has been added, but we can amend it, add previous questions etc. but cannot remove the Resource Title. When we click the Remove option we get "Cannot Delete. Resource is in Use". We've not even raised any requests for this so can you advise how we can delete this , or track down where it's in
Mobile login SDP [ SOLVED ]
Hi, We can`t login with SDP IOS APP, thought AD. Our AD authentication is working. We are able to login on the APP with the default Administrator but not with any domain account. We are using the latest Version 9.2 Build 9213. And every technicians has an API KEY. I can't to find an answer anywhere, i am really pissed with SDP, we ran into so many issues. if the application Auth is not working, am gonna replace this helpdesk with something else. Thanks for your help
Operation GET_REQUESTS is not supported
Hello, Why I get the below error while trying to get All Requests using GET_REQUESTS operation. My SDP current version is 8.0.0 build 8007. <operation name="GET_REQUESTS"> <result> <status>Failed</status> <message>Operation GET_REQUESTS is not supported.</message> </result> </operation> Thanks.
Product price a Mandatory Field?
From the help section of the Admin>Asset Management>Product>Product List page. Associate Vendor to the Product Click Vendors tab. Select the Vendor Name from the drop down. Specify the Price of the product. Both the vendor name and the price are mandatory fields. I understand the Vendor Name, for tracking purposes, but why is the price a mandatory field? The price fluctuates greatly over time. It would be simpler to make the required entry for the price on the Purchase Order form itself. Perhaps
ServiceDesk Plus 9213 Released
Dear Users, SDP 9213 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9213 : SD-63184 : The Issue ID SD-62071 "The following will be displayed as mentioned below for Requests in REST API: WORKORDERID replaced as REQUESTID, CREATEDTIME replaced as CREATEDDATE, RESPONDEDTIME replaced as RESPONDEDDATE, DUEBYTIME replaced as DUEBYDATE, COMPLETEDTIME replaced as COMPLETEDDATE, RESOLVEDTIME replaced as RESOLVEDDATE"
Hiden Group
hi, could you help me to hidden specific group from assign group and technician box as attche file. thank you
Notify CAB on Emergency Change -
I want to notify the CAB members on acceptance of an Emergency Change. In the workflow, I can select CAB under the notify section. But it is not the same CAB name as I have configured. So how do I control or find out who the CAB is in the below?
Multiple sites, multipe email accounts assigning
Hi Is this possible with Service Desk Plus? We have multiple sites with engineers based on site and their own helpdesks: Business1, Business2, business3 etc. With our current setup we have an email address per helpdesk, IE bus1@support.com, bus2@support.com etc. When a customer emails a certain address the ticket goes to the corresponding help desk, i.e. bus1@support.com will go to the Business1 helpdesk. We would like to use one Service Desk Plus (community version) with several sites set up and
Reporting_to parameter in Email id(s) to notify field
Hi all, in incident default template I added "Email id(s) to notify field". Now I need that this field is populated with $Reporting_to$ value when a Requester open a new incident or request. Example: Requester1 reports to Requester2 (see attach1). When Requester 1 open a new incident/request I want the "Email id(s) to notify" field contain Requester2 email address (see attach2) Is this possible? If yes, how can I do? Best regards, Sutot
Setting up a Service Catalog Request Template with Tasks triggering sequentially
Hi, I am new to ServiceDesk Plus (Version 9.1), right now we do not have any service catalog request templates that the workflow tasks are not "kicked off" until the parent task is closed. I created the new template, added 34 tasks to the workflow, set the dependencies for each task. (Task 2 is a parent to task 3). However, when a test request was created, all 34 tasks were generated, emailed, and their status is open. So task 34 could be closed by the assigned group before the previous tasks are
Request Template with Tasks in workflow
We are on version 9.1 and just tried to create a request template in the service catalog with tasks in the workflow. The tasks are setup so that task 2 does not open until task 1 is closed/completed. I have the "trigger" set, and map dependency looks correct with the parent/child task. However, when I created a test request, all 36 kick out at the same time and assigned to the proper groups. So someone could close task 8 before task 1 is completed. I have read through the forums and the admin
Integration With Service Desk Plus
Hi All we are developing nowadays system called " Electronic Case Management " for government department , this department has Service Desk Plus System we need integrate with Service desk plus as next : 1- when request is created in service desk plus , we create request in our system 2- when update the status of the request in service desk plus ( from open to on-hold or resolved or rejected or closed ) , we need update the status of the request in our system 3- when action performed on the
SDP Backup failing
I am getting the following error on our test SDP system: Any ideas? Thanks, Roy Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.lang.Exception: Unable to get the data from [ServiceReq_SW] table at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingLimit(SDBackUp.java:1495)
Streamlining Standard Changes
Ensuring all changes are captured can be a challenge to many organizations. One of the ways to overcome this is to make the process as painless as possible. We'd like to have the ability for Technicians to mark a Request or Task as a Standard Change without the need to create a formal Change ticket or cycle through the Change stages. There could be a button under a Request or Task to mark the ticket as a Standard Change. This would seamlessly create a Standard Change ticket without the need for
retrieve template data dynamically
A custom templates is created from the ServiceDesk portal. Now I'm trying to add requests to the servicedesk plus using REST API . At first , in my portal page , i present to the requester the names of all servicedesk plus services templates ( PC maintenance , slow in internet ,..... etc ) , I want when the requester select service template , my system retrieve the field's names to the selected template dynamically ( default fields subject , description , priority , status ,..... and custom fields
is it possible to change "service category" in existed service request?
we can do it in existed incident but I cannot find such possibility for service request by edit it. This field is grayed out. thanks!
Mandatory fields for Closing Request \ Worklog Type
Hi, Do you plan to add "worklog type" in mandatory fields for closing request?
Limiting Search Results to Topic Name and Tags
Hello, I've seen in the forum that measures were being taken to get a better handle on the search scope, but is it possible to limit the search result only to the topic name and keyword tags? Our search results are getting crazy with the number of results we get back because of words used in the body of the tickets. Please let me know, Thanks, Chris Gaizat
Adding new task closes browser window automatically
Hi after upgrading to the build 9212 we have a bug - in a request, when adding new task and press "Save" or "Save and add New", the browser window with SDP is closed. Thanks Nikolay
Resolving a task tries to close webpage
Hi, Just upgraded to 9212: MSSQL DB Created a task in a CHANGE Get message from IE11 browser: The webpage you are viewing is trying to close the tab (see below) If you click NO, then the task gets updated. If you click YES (why would you?), then the webpage does close.
Issue with binding to single IP address
I'm currently having an issue with SDP v9.2.x binding to a single IP address. After following the instructions on this page https://www.manageengine.com/products/service-desk/faq-general-modules.html#customization3 I cannot get my ServiceDesk Plus instance to start successfully. I get the following screen output when running run.bat from the command prompt. After much experimentation, trial and error the line that the above instructions advises you to add to the run.bat file is what makes the service
Licence count missmatch
Hello, why SDP says I have 6 installations, but the Total is 3? Thank you.
Limit the End-User Portal to view ONLY a company created Service Catalog
Our company, like many others I'm sure, is loaded with computer challenged users. Having a way of ONLY allowing end users to see the Service Catalog we set up would be a benefit to not only our IT staff, but the end user as well, by limiting their interaction needed to get to the Service Catalog. If it could be the only thing they see when they click Requests, it would save us having to sort through Default Incident requests created (Despite training after training) by people who don't know they
Control needs "focus"
When I get an email for CAB approval I open the link, click on “Recommend” under my name, a text box opens and I start typing but nothing appears in the box. The cursor focus does not move to the Text box, I have to click inside the box before typing Possible to have the text box have the initial focus on the control? Users have had this happen enough that they are complaining about it.
Change Management and Impact (Incident) reporting
I do not see an easy way of reporting on the impact of a change to a production system. The problem module handles this very well in my opinion, at a glance I can easily see who and how many incidents have occurred that are associated to a particular problem. Recent we had a production change that had a heavy impact upon the production environment. When I go to the change the only place I can see the associated incidents is in the history tab of the change and switch to Property View. That view
Search partial text
Hi. With SDP 9202 I can search a portion of text and find a lot of results contains that portion of text (in title or request body). With SDP 9213 this is no longer possible. Is this correct? I have tried to reindex data for the requests with Your batch script, but nothing is changed. I have tried to use jolly characters or blockquotes, same result. Do You have any ideas to regain back the possibility of better search into our incidents? Thanks in advance and have a nice weekend.
Close Request Form Changes
Hi, Is it possible to either customise or disable the web form that appears when a request status is changed to 'closed'? I want to be able to add a second tier to the request closure codes eg - System issue -> Network. I can create user defined fields on the main request form if I can't customise the close form screen, but if this happens I want to disable the form with the existing request closure fields.
Date/time limit
Hi, We're currently facing a problem with the date/time format in the Manage Engine. We're trying to capture birthdays but the Manage Engine date/time format only allows until the year 1970. We can enter dates that are 1969 and earlier but upon saving, it does not show the value entered. Upon report extraction as well, it shows as Not Assigned. Is there a possible way to enter dates that are from 1969 and earlier, or is this really the limit? Thanks! Geraldine Legaspi
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