Created by
Is there a way to include the field of who created the incident into the email notification that is sent to the requester? For instance we have onsite techs that put in incidents for teachers on campus and put the teacher as the requester in order for them to be notified but would love for the field of who created the incident to be included in the notification email.
Setting the due date
We want to set the due date to 7 days after the request has been submitted, is there a way to modify this script for the form submit to add 7 days ? /*Set value of a field*/ $CS.setValue("DUEBYDATE",new Date("20 May 2015, 15:23:00"));
Report Request for Workstation + Software
Hello, I am looking to see how I can create a report for the following: We have workstations that go into a "in-store" state after employee leaves. We need to make sure there is specific software that is uninstalled from that PC. Is there a way I can create a report to pull all workstations with an "in-store" status that has Software-XX installed? I have been playing around with it-- I was so sure I found a way, but I cannot figure out how I got that far now. Thanks!
Survey Link ($SurveyLink) not active (not recognized as an hyperlink)
Hi, We are currently setting up a new Service Desk Plus installation, but there is a problem with the Survey Link ($SurveyLink) tag sent in the survey message. The link is correct but it's not recognized as a link (it appears as plain text). If the user copies and pastes the link in a browser it works ok, but it's not able to click it directly. More strange ... if the original message is forward the link will become active ... Any ideas regarding this issue? Thanks in advance. Regards, Nuno Diogo
Manage the requests list view for Requesters
Hi All, Is there any way to configure and manage a default view of the requests list for all Requesters? Thanks Nikolay
Swyx Phone system
Is there a CTI integration with the phone system from Swyx with Servicedeskplus?
Arabic text error
When typing request in Arabic after update the request text come like ??????????? I upgrade to last update build_from: 9200 build_to :9201 patch_name: AdventNet_ManageEngine_ServiceDesk_Plus-9.2.0-SP-0.1.0 updatedon: 17/02/16 What can I do?
Customizing the MEDC Agent
Hi, I was wondering where I can customize the emails/requests that are sent in by users via the Agent. I have have managed to customize reply templates and edit the notification rules on the Admin section of Service Desk Plus, but can't seem to find a section for the MEDC Agent emails.. I've included a screenshot to show exactly which emails I mean. Any help would be greatly appreciated. Thanks in advance! Chris
Change type custom field
Hi team, I have a custom field that is set to the incident templates and services of my tool. This field is numeric type but I need multiline now. It can change done by DB? It is for this field does not affect me in the records and managed and I alter reports.
another Description Field
Can we have another field added in requests, similar to the Description?
Unable to view any archived tickets older than August 2015
Since upgrading to 9.1 Build 9120 we have noticed that when we search or type in a reference number of an archived ticket that was logged or closed prior to August 2015, we are unable to see any detail of the ticket bar the below; Please advise what could be causing this? Thanks Lynne
Notification when a new request is assigned to a support group
SDP build 9120 I have configured our "Developers" support group so that an email notification should go out to the team leader when a request is assigned to that group. However, after multiple tests, there is still no email being generated. Am I missing something? Is there anything in particular which I should look for in the log files? Other email notifications are working fine (eg to a requester when a new request is created), so there is nothing wrong with the mail server settings. Roy
REST API call
I would like to integrate Microsoft System Center Operations Manager with Service Desk Plus. Like certain alerts generated by SCOM should create an Incident in ServiceDesk. Could you please assist.
Information from Tasks Tab missing
Hello - I've never had this issue until last week. It seems that when I click on the Tasks tab, all I get is a blank area. I can't view items in Tasks at all. All other tabs work fine. I have tried it in IE, Chrome, FireFox and from two different machines with the same results. I had a coworker log in from my machine and try and he was able to see his tasks, so I don't think it is a browser/environment issue. Our service desk admin even deleted my account and recreated it and the
AD authentication doesn't work after Logout unless all Browsers are closed and re-opened
Hello: I have Active Directory pass-through working on my SDP instance. When the user logs out, they are sent to the log in screen. The only way SSO works again is if they close their entire browser and re-open it. The problem is most people have more than 1 tab open with other applications and this forces them to close their other work in order to successfully use SSO with SDP. Is there a way around this? Thanks, Eileen
Reporting for Service Desk Plus
I have Service Desk Plus Enterprise and would like to know if anyone has any reports for the following IT Project Module - there seems to be a list of canned reports for all modules except the IT Project Module Time Sheet reports - I have a couple of custom reports I created but would like to know if anyone has some reports specific to timesheets that are used by techs for manager weekly sign-off and review of time allocation to validate that developers are entering their time frequently to projects
Failed to start the server - CentOS 6.7
Please teach us plz... /{SDPHOME}/bin/run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /opt/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx2512m -XX:PermSize=64m -XX:MaxPermSize=256m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.deploy.localcopy=true -Djboss.boot.library.list=log4j-boot.jar,jboss-common.jar,jboss-system.jar,AdventNetDeploymentSystem.jar,commons-logging.jar
Window Re-sizing
Are there any options for extending the view pane/window in the Availability Chart(below) or the Problems tab? Extremely frustrating for the pane to not fill out for full monitor size and requires constant scrolling to view all Techs or Problems even though there is plenty of white space to fill.
AD Domain Users linked to Site (based on Domain)
Hi, I'm just testing the waters with ServiceDesk, so this may be a silly question. We run a college with 2 Campuses. SD looks great, in that we can move our separate Helpdesks into one system, using Sites. However, we don't use attributes like 'Office', or any other location, since the campuses operate on separate domains (in one Forest). Is there any way to import users from AD Domain 1 and have them automatically registered into Site 1, and AD Domain 2 -> Site 2? We really don't want to retro
import and notification users
Hello guys; I have an extensive list of users offline (without domain) all imported but not working sending the initial password for this User. How do I generate a single password and send it to everyone again? Att Danilo
Change control lock
We are evaluating the change control part of SDP. Wondering if there is a way to lock an approved change so no changes can be made unless it is by a small admin group, or is there a way as soon as a change is made it goes back to pending status, similar to MS sharepoint. Odie Farm Bureau Insurance of Michigan
Desk top running verrrrry slow.
Good Morning IT, Can you take a look at my desk top. It is getting hung on previous pages. The pages will not advance or shut down. Thanks,
use ManageEngine to replace paper forms?
We are currently in the process of building up our servicedesk. At the moment we have a paper form that gets filled in by HR, department head, IT and Director is there a way to allow this form to be degitalised in manageengine, have it filled in by the different departments, and then send off to our ServiceDesk for further processing?
Scheduled Reports
Dear Support, We have upgraded our SDP (installed since 2011) to version 9121 and we are not seeing where to access Scheduled Reports. We have some reports already scheduled since installation and is still being sent by email but we want to change the email recipients but we cannot find the possibility to do so. The scheduled reports list does not show anything. Please assist ASAP
Error while Migrating DB from PostgreSQL to MY SQL 2012
Hello Team, I just moved on SDP 9120 build and having inbuilt PostgreSQL DB. I am trying to move my DB from PostgreSQL to MY SQL. I have followed all the process but at last I am end up with an error. Below is the error for your reference. *************************************************************.\backup_info.xml Backpup data : Wed Jan 20 16:40:02 GMT 2016 Database name : servicedesk Total Tables : 1376 Database Server : postgres Build Number : 9120 *************************************************************
notify destitution group from incident template
Hello, I'm testing the service desk plus system and I got stuck while I was trying to create an incident template that auto fill the field "Email-Id(s) to Notify" I have a requirement that a distribution email from our Exchange server must be auto-filled on create any indecent\request that uses this template, moreover the requested can't edit it but he can view it. I tried to configure the Notifications Rules but the distribution group wasn't showing either your kind support is highly appreciated.
How to find info on merged request
Running ServiceDesk Plus 9.0 Build 9039 on pgsql. We have a request ID, 1319, that is no longer visible in our system. We know it existed at one time because we have the email notification that we rec'd when the incident was created. Now however when we try to search All Requests for it we get "FAILURE": Invalid Request ID". I suspect it may have been merged to another request but I can't prove that. How can I either find out whether 1319 was merged to another request and determine which one,
Asset Discovery - Asset Assign
Hi, It would be nice having a feature when asset discovery runs (Schedule Audit) assign assets to sites based on their IP automatically. Scenario: Site A - 100.0.1.xxx Site B - 100.0.2.xxx When it runs, if it finds assets with these IPs it will assign their respective Site. Regards METG
recuperar clave de administracion
Como recuperar una clave de administración del ManageEngine service desk plus?
FAILURE :Product Type is being used by a module. Hence cannot delete it.
Hello, I just imported an asset and I messed up on the labeling of the Product Type, When I tried to delete it I get the error message above. Is there a way to delete this? I'm using SDP 9.1 Build 9121
Can we remove the "Awaiting Approval" part in the Self-service Portal?
As we do not use the approval function of the ServiceDesk, can we remove the "Awaitng Approval" part under "My Requests Summay" section in the Self-service Portal? Thanks.
No one have the Administrator role
Dear support team: Currently I removed the administraor role for all of the technical account, included in the local Administrator account, in some mistake. So we cannot to go to the Admin page to change the role back now. Are there any other ways that we can assign the Administrator role? So many thanks for your help. Leon
No blank space when requesters reply
Hi, We have received feedback from our customers that when they hit Reply to a conversation in a request, there is no blank space for them at the top to enter their text. They need to hit Enter multiple times to create blank space for them to reply (or delete all the existing text). There does not seem to be an area to customise the reply template for requesters to add any blank lines. We have done this on the technician reply template, which works fine, but there is no option for requesters. Thanks,
I want detailed explanation to...
Hi everyone: I have the Error: FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate. So, I ruined the process (I think) about http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html And then... C:\ManageEngine\ServiceDesk>gencert.bat MYSERVER 995 C:\ManageEngine\ServiceDesk>jre\bin\java -cp lib\cert.jar InstallCert MYSERVER Loading KeyStore C:\ManageEngine\ServiceDesk\jre\lib\security\cacerts...
update fails
Hi I can not update my SDP. please find attachement for discovering the root cause and give me solution. Thanks
JSON file not returning all data in the request
We use many additional "resource fields" in the Service Requests and I need to access these fields in a script. I have created a custom trigger which launches a Python script that reads the JSON file generated. Problem: I only see the additional data when the ticket is edited NOT when its created These steps are a summary of the current process: Service Request is created and the additional resource fields are populated. The JSON file data dump shows all the additional "Resource fields" as
Custom Report
Could someone kindly help with a script for the following report on PGSQL and version 9.0 Build 9035 Request ID Level Priority Category Subcategory Root Cause Time from Creation to first Assignment Time from first Assignment to Resolution Time from Resolution to Closure Regards
Automated Tasks?
Greetings, I am looking to automate a few steps in a process for terminating employees. There are multiple teams that need to be notified and we want to do this with a template and with tasks. We will have a Distribution list that our HR team sends a notice to. This DL will be forwarded to Service Desk Plus to have the ticket request open. I need a few things to happen once it comes in. 1- an email needs to be sent to several executives on our IT leadership team- we
In custom reports, allow "grouped by" column to still appear in report
Good morning, Currently when I write a report, as soon as I "Group By" a column, that column is removed from the report details. As a result, my report is difficult to read on screen as I need to scroll to the page with the summary of the group to know what I am looking at. Example, if I list all closed tickets for a time period, grouped by technician, there may be hundreds of tickets closed by a particular technician. Before those 100 tickets, the name of the technician appears, but I might have
Tickets chaned from rejected
HI. Is there a way to get a report of tickets that had a rejected status but they are changed to another status right now? Appreciate any response. Thanks
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