After update to build 9210 Mail fetching and Inventory page is not working.
Hi. I updated our servicedesk from build 9101 to 9120 last wednesday and everything was working okay Thursday. Then friday the servicedesk inventory page did not respond and displayed err_Empry_respons and after some time the entire servicedesk did not respond. We did a reboot on the Server and now the mail fetching is also not working, whitch it did before the reboot. So now we are having problems with mail fetching and inventory page. Any suggestions on how to solve this? Br Soren
Project Management Module
Dear Manage Engine Community, First off, let me share my surprise as I do not see a "Query-Report" category for the Project Management Module! Has any of you dug into this feature? Is any of youy working on it for your project management office? We are pursuing implementing it. However, we have identified various hampers in the process due to lack of functionalty. We would like to share practices and experiences with clients who have adapted this module into their business and needs. Perhaps,
ServiceDesk Plus mail server couldn't be configured
Hello SD Support Team, I'm working in one of the Govt. Entity in Abu Dhabi, U.A.E. I am in the process of analyzing SD Plus for our enterprise. I have been struggling to get ServiceDesk Plus to work. Every time I try to configure Mail Server, I am getting following error. I am using Email type IMAPS and port 993. I did verify that the ports 993 and 443 are allowed to our Exchange Server through telnet. I also tried to follow your documentation mentioned in http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html.
Configure HTTPS Access
Hi We currently have our ServiceDesk Plus system accessible from the internet on port 8080 however we would like to configure it to be on HTTPS with an SSL but cannot find anywhere in the config to be able to do this? The ManageEngine application is running on an Windows Server 2012 R2 server We are running version 9.0 build 9034 Thanks in advance
AD authentication issue
Hi All We have an issue with AD authentication. Some users can't use their AD credentials, the domain name just disappears from the list on the logon screen. So they can login just as a local user. The domain name disappears from the choice during entering of the logon name. At the same time the most of others people can login ok. Any ideas? Thank you in advance.
Mandatory feld on closing Ticket
Good morning, anyone knows if it is possible to mark as mandatory a "time to resolution" field on closing ticket request? I've done it with the "resolution" field, and it works but i also need to know how many time each technician does it take to close the request. Thanks in advance.
Service Desk Plus - Email notification to technician when a request status change is made
Hi, Is it possible to set a notification email to the technician when a request status change is made? E.G - The request status scheduler changes a job from On Hold to Open. Or a job is changed from On Hold to Open by another technician? Have been through the existing notifications on Service Desk Plus Admin tab however there does not appear to be any existing notifications for this to activate. Have also had a look at business rules to see if there was a way to set it up in there - doesn't appear
Using template
Hi All, please help me with such a situation.Is it possible to use template automatically then request send via email with specific subject. If yes, please send to me instruction. Thanks, Ismail.
definition of fields
Hi folks, just so I can double-check the work I do on reporting from our ME, are there definitions of all the different fields that deal with time? For example, how do I know what the difference between Time Spent and Time Elapsed is - I think I know, but it would be great to read the definitions somewhere!
SLA SD Plus
Hello everyone. I'm into the SLA and created several different depending on which support group should handle them . My question is as follows. If I have an SLA for the first line for the response time of one hour when a ticket is created . When the first line has done the initial analysis and assign the ticket to another support group that has its own SLA defined. Which SLAs apply in this case. Do SD P continues to assume it 's initial SLA or does it starts to count down the time from the SLA that
Mail fetch service failing
Our mail fetch service is failing at random intervals through the day. We are on Version 9.1 Build 9112. Nothing has changed with our mail server (Exchange 2010), networking or server. One thing we have noticed is the Java process is eating up very large quantities of our CPU and memory on the server. Anyone else seeing this issue with build 9112?
Email Incoming Server setting error
Hello, We are having a challenge fetching emails on our service desk. Below is the error we are receiving once the configs are saved on the incoming mail server settings FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Authentication Failed using the given username and password. We are using pops on port 995. Apparently we had done setups a week ago and all was working until yesterday afternoon. Below are some troubleshooting done
Error in REPORT
Hi, I have error with REPORT, I have created incident additional fields, most of them work well, but some dont, like one of them is a DATE field and when i try to create report with this fields Error pops, What is the cause of this error?
Database
Whats best practice to move entire database to new server
Active Directory Authentication
Hi, i want to use active directory authentication so import all requester from Microsoft Active Directory and then i select check box Enable Active Directory Authentication, but when requester want to log in with their active directory accounts , they receive username or password is incorrect How i can fix it?
Customer responses are not posted on the tickets.
I just recently am having an issue with responses from customers not posting with in Service Desk. When a ticket is created, I may need more information so I go into the ticket and click on the "reply" button and an email is generated and sent to the customer. I look at the ticket after I do this and I see a green email icon on the ticket stating an email has been sent. The issue is when the customer replies to the email. I check the mail account and the email is there, but the system isn't picking
when i choose backup technician give the processing pop up
Hello Dears i face a problem in Manageengine Service desk plus. In scheduler i mark a technician (technician X) as leave for one week . When i choose a back up technician for him the processing massage shows up and after hours it is not disappear and when we assign a task to the technician X it remain on it an it is not assign automatically to backup technician . Backup tech is not working Would you please help me in this matter. What should i do?
Check Lists
Is there a way of having check lists assigned to a ticket? I was thinking along the lines of when a new PC or Server is requested, a check list is attached to the ticket for the engineer to fill out for documentation on the build of the PC/Server Thanks in advance
Tasks for Users
Hi-- Is there a way to assign tasks for users under requests? We are working on requests and need to send users such tasks as "testing", research, etc.. How can we do this w/o making it a project? thanks
Customize work flow when they created new form in service catalog
Dear all, Customer asked me once question yesterday. How to customize dynamic work flow when they created new form from service catalog? if anyone has knowledge about this, please share me ; In order to see detail, please refer attachment Thanks for your advise
how can add a Request by employee ID not by name?
Error on authentication on setting up incoming server settings
Someone kindly assist . i can telnet to the port 995 and firewall is off.
Can't login with initial local administrator credentials
Dear forum members, I have successfully installed separate instance of SDP 9118 on the same server which running productive version of application. It works, but after setting up few parameters and importing users from AD, ability to log in with local admin credentials was somehow lost, so only domain users (without admin privileges) can access the system now. I am sure about the password, it hasn't been changed since this is just first steps of system installation. Does anybody know, how it could
Removing Approval stages from SRs
How do I delete approval stages off of Service Requests? I've got a ticket that somehow ended up with a blank stage. Here's what it ends up looking like. The approver in Stage 2 was wrong, so the tech tried to delete and replace it, but it would only let him add another stage not another approved to Stage 2. Now, the approved in stage 3 can't approve it because they get the 'already approved' notice.
REST API - Manage Approvals
Hi, Are there any news on managing the "Approvals" tab of a request via the REST API? We would like to be able to resend the approval notification, list the approvers, add, delete approvers, etc. Are there any workarounds for that? Thanks!
Query for count of ticket request mode type per technician
MSSQL
Query tickets created and completed within a 3 day span per technician
Running MSSQL
Report to show requests with no email reply
Is there a report which shows which requests have not been responded to via email? This will also need to include responses made by adding a note to the request and checking the box "Show this note to Requester" Thanks Bruce
Stage and Status while creating a Change
Hello Team, What we notice during creating a change is that the individual logging a change also has the access to Set the Stage and Status which is not correct as the requester should be able to raise changes but not the one to decide on the stage and status for the change raised. The process team (in this case - Change Management team) should be taking up the change request and decide the stage and status. Freedom to set the stage and status also contradicts the workflow that is in place. The user
Question about asset state
Hi all, ServiceDesk Plus Version - 9.0 Build 9035 We have been using ServiceDesk Plus for about a year now and we have come across an issue and just wanted some advice on if there is any way of resolving it. So we basically have assets that are In Use and are assigned to Users and the retrospective department. When a user leaves and are deleted from AD their account is automatically deleted from ServiceDesk Plus and the asset state is automatically changed to In Store. When the asset is changed to
Need an advice for Incident templates
Hi dear all, I need an advice , Please suggest how to achieve my goal, Example: I have a REQUESTER and Technician A, Technician B and Technician C, 1. Requester Fills Template A 2. Technician A has = Template A Which contains some fields That all technicians can see 3. Technician B has = Some additional Fields to fill that Technician B and C are able to see but not A 4. Technician C has = Some additional Fields to fill that Technician C is able to see but not A and B I want to make a Template
Name on notifications
Is there any way to change it so notifications are addressed to a person's first name only instead of their full name. For example currently they are started as Dear Joe Blog and we want it to me Dear Joe. Thanks Nathan
Add a table in service request description By rest api
hi guys, I want to add a table in service request "description" by rest api. It doesn't work as following code ...<description><table><tbody>.......</tbody></table></description>...
9.2 version of ServiceDesk Plus
Hi all, I have the 9.2 version installed. I see than version 9.2 is wrong, it's really this true? Should I downgrade the servicedesk plus server to 9.1 version? If so, how can i do that with security? Thanks in advance. Rodrigo.
Active Directory Import
Hi, Could you advise what other parameters are available for the AD Import in Users > Active Directory > 'Import Requesters from Active Directory' ? I am trying to see if instead of a AD DN (Active Directory Distinguished Name) you can define an entry (Or would this need a Database change ?). Aim: We would like to assign all our user to a specific site by default, but can't rely on the quality of AD data as the moment someone edits OfficeName the import creates a new Site in ServiceDesk Plus. The
Advanced SPAM Filtering
Please add an advanced spam filtering in (Mail server settings). I mean, defining more than one criteria in a single rule. For example: Sender is "unwanted email" and To is "john@doe.com" It will allow me to get other emails from john@doe.com and block only unwanted ones.
Error while upgrading "relation "servicereq_3601" does not exist"
I'm trying to upgrade ServiceDesk Plus from 8217 to the next version (9000) While backing up the database it shows an error and can't go further Error message: relation "servicereq_3601" does not exist
Converting a monitoring tools alerts into tickets
Hello I would like to to convert our monitoring tools into service deskplus tickets using the Rest Api , can any one help me ?
Close request notification not sending
Hello, When we are closing tickets the automatic closure email does not get sent. This stated happening when I changed the outgoing email account in the admin setup. I am email to send emails from the helpdesk but the system generated emails are not working. Is there something I missed?
Automatic reply with solution
Hi all, I have a question for you... When some incident are create by users is possible to set on automatic reply (with solutions) and close the tickets? Thanks a lot, Davide
Next Page