External Action Plugin Feature in SDP.
The External Action Plugin option has been added in SDP 8202. In some customer environments, when a request is created there might be a requirement to perform some action on some other application. For example, when a new hire request is created in ServiceDesk Plus, there will be a need to create an entry in active directory, create a new mail account etc... or when a new request is received in ServiceDesk Plus, we might want create a ticket in Jira or some other issue manager and record the reference
E-mail Server Settings
Hi, Does anyone know if \ how you can change the Mail Server Settings outside of the Web Client ? (Service Desk Plus V8-9) We have a Live and Test in parallel and when we import the Live Data overnight , no matter how fast we are to get in and change the settings the system has sent out reports ! It would be great if we could reconfigure it beforehand. We have also looked at changing Live first, then taking a backup, and then resetting Live back but I rarely enjoy leaving at midnight. Any
Error API102 when provisioning AD users
Hello, We're also getting the error API102 when provisioning users from our on premises AD. Is there any chance that you can increase the 200 requester limitation on Free versions? Many thanks and regards Toni
Change Webserver port in manage engine SDP
Hi Team, i tried running the changewebserverport.bat, but the command is not working,
service desk plus 9 network scan agentless
Hi all, are root and administrator account or privileges need for a network scan of windows and unix/linux machines? thanks a lot, mauro
pass-through authentication
Hello, We enabled the pass-through authentication in the AD Settings, but it doesn't work. We still have to type in username and Password, although we added the link in Internet Explorer Local Intranet security Zone. What could be the Problem?
Parsing an email & update a request
Hi@all, our SDP+ meets more and more our needs. But one thing we like to use is to parse emails whose content is preset externally. In detail, we are getting emails of an external system with i.e. the following content: Subject of the email: (done) This is an example "This is an example" is the subject of an existing request in SDP, as "done" should be set the status of this request Description of the email: MESD-ID: 20 "Some example Text" The number "20" is the ID of the SDP request Now I have to
Proactively Track Your Infrastructure Assets In ServiceDesk Plus
How best to track assets, now that's a question. ManageEngine ServiceDesk Plus provides a variety of options to interactively scan workstations and servers from an 'agentless' (WMI/SSH) and agent based perspective. However, did you know that you can also actively scan your infrastructure devices using SNMP to ensure they are operational resources in the environment? First off you need to ensure you have the appropriate SNMP credentials configured in ManageEngine ServiceDesk Plus. To do this go to
SSO and AD Authentication failing for a single user
On a deployment with 800+ requesters, a single requester is having difficulties logging in. The user in question logs into windows just fine, and can access all other network resources without issue. When launching the ServiceDesk Plus website the SSO fails, and the user is shown a login screen. When he attempts to log in it kicks back an error saying invalid username/password. I have verified the user in question is in the 'requester' list, with the correct domain selected. I tried overwriting the
Remove Location-field from the Default request template
Hi. Is there any way to remove the Location field from the Default request template? We don't use this field so it is unnecessary to have this on the request form.
Admin Tab/Page
Recently update to the latest and greatest. So not sure when you introduced the latest version of the Admin tab as I was many versions back. However I have to tell you I do not like the new design of the admin tab at all. Is there any way I can get the old configuration/design of this page back
Troubleshooting email fetching and auto ticket creation in SDP
Hello all, We are having trouble using the auto ticket feature with email fetching. We have tried the steps in the link below, but SDP does not appear to pull the email out of the email box and create a ticket. http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html So far, we have confirmed the following: - No firewall issues, we are using ports 995/587 and can connect to the Outlook365 server from the ME server on these ports. - User name and password are correct. - Password
Add additional user field from Users to report
We have added an additional field (UDF) to our Requesters and I need to add that field to a Query Report but cannot find the table where these User USF fields are stored. Can you please explain where to find them?
service center workflow
Hello everybody and happy new year , I am a new user of manage engine, in our enterprise, we are looking forward to develop our own workflows to treat the request does anyone can help me ? thankyou in adance.
Incomplete results when using search
Hi, When I use the default search and type in a requester name I get results showing all the calls they've logged. But this doesn't seem to work with calls logged from opmanager (requester name). When I do a search the most recent call I get is over 6 months old. If I change the view on closed calls I see more recent call there but not in search results. Unfortunately opmanager no longer logs call in SDP even though we are on the latest version of both OpManager and SDP. I've had support look at
Add Notes to Change via REST api
Is it possibile to add notes to a Change using REST APIs? I've made an attempt recycling the "add note to request" API but it didn't work. Is there a way to do it (API,SQL or anything else)? Thanks in adv. \Tanelorn [SDP 9.1 - DB PostgreSQL]
Action drop down
on the option to create rules for a field on a template note that after the rule is created the action drop down is blank. I have discerned the options available that should be displayed are delete, disable, enabled and copy
I cannot assign the person with SDAdmin privileges with a change manager role
Running SDP build 9020 (postgres configuration). My account has the SDAdmin role and as such, I am do not see the listings of roles in my account details area and cannot add other roles to my account such as the change manager role. I am therefore not listed as one of the change mangers for changes. Not sure if a bug or I am missing something. Wayne
Send email to another user based on requester details
Is there a feature that would send an email to another user based on a requester's detail? For example, if a new request comes in from John who works in the Maintenance department, it will email the Maintenance supervisor of the request detail. If a request comes from Suzy who works in the Accounting department, it will email the Accounting supervisor the request detail. Similar to a new request email that gets sent to technicians.
Null data after upgrade to 9119
Hi, After finish the upgrade to 9119, all search in old Changes are returning us the message: "No changes found in this view" Doing a troubleshoot, I see the field Group is now in Blank... and it is the cause for not find any Change in Search. Is it possible change this field in database (SQL), including a valid Group? Is it possible do this in Report module? Could you send me the command line? Thanks Paulo Santos
Minimum stock
SDP would be interesting to allow the sending of email if the amount of equipment in store is less than X. So it could control the minimum inventory of equipment that must be maintained.
Show to requester
Someone has deleted or hidden the "show to requester" field on the default request form is there a way to retrieve it? I need to place it back on the form.
Call Closed emails not sending
Hi, I have service desk set up to acknowledge requested on call close and also resolution added but these notifications are not sending. all other emails are sending fine. is this a known issue? Thanks Matt
Active + Archived Requests Report
Can we have report by all active and archived requests (count for each technician) in the last year as one single report. thanks Regards,
Service Categories added no showing once saved
Hi all, We are setting up Service Desk Plus for our company. We have several service categories added and saved, but are not appearing in Template Categories column for users. Also if we delete a pre-existing category and then add it back in, that added one will also not appear in the Template Categories column. How do I get them to show up? Regards, Ray DeClercq
disable sound card or media
how to disable the sound card or media in user computers through configuration.
Query-report: Technicians -> Sites -> Groups
Hi All, could anybody suggest a query that would let me to report all my technicians and all the sites and support groups they belong to? Or 2 queries: Site -> Technician Technician -> Support Groups SDP: 9.0.22 DB: PostgreSQL
I am not able to work on Portal
When I am trying to assigned one ticket to another technician its just refresh the page same for all the task. Till morning its was working without any changes my Our side its stopped working. From this my completed IT related task stopped please help us on ASAP
Multiple Ticket Assign, actually Merging The Tickets
We have found an issue with Service Desk Plus (We run version 9.1 Build 9114 ) If we select multiple tickets, set a Technician and click Assign, the system waits a few seconds then merges the tickets into one. We then have to go into that ticket and split the requests back out and assign them one at a time. Thanks Ian
Service Desk Standard Edition Feature
Hi, I will like to find out information about the following; Does standard edition integrate with Active Directory How many technicians does it support How many nodes/users does it support. Regards, Bisi.
PO - Payment Details
Would like a summary to show total payments made (currently it just shows each "payment"). Sometimes invoices come in with different items and different payments go out, so these don't always match. Also this allows one to go "over" the total on the purchase order on payments out
Pre-populating E-mail Id(s) to Notify Field
Is there any way to pre-populate the E-mail Id(s) to Notify field on an incident template?
Problem running this Query
SELECT solution.solutionid "Solutionid" , KB_Topics.TOPICNAME " Topic",Solution.TITLE "Subject ",Solution.DESCRIPTION "Contents",solutioninfo.noofhits "Views",Creator.FIRST_NAME "Created By",longtodate(SolutionInfo.CREATEDTIME) "Created Time",Updater.FIRST_NAME "Last Modified By",longtodate(SolutionInfo.LASTUPDATEDTIME) "Last Modified Time",Sol_StatusDefinition.STATUSNAME "Status" FROM Solution INNER JOIN SolutionInfo ON Solution.SOLUTIONID=SolutionInfo.SOLUTIONID LEFT JOIN KB_Topics ON Solution.TOPICID=KB_Topics.TOPICID
Is it true that Standard Edition permits Unlimited Technicians, Tickets and Users
Dear Manage Engine, Is it true that Standard Edition permits Unlimited Technicians, Tickets and Users. I don;t believe this though. I will install and try it. Regards, Bisi.
Add "last responded" column to the main requests view
Hello, I am curious to find out if SDP has the capability to add an additional column to the main requests view to show the timestamp of the last response, or last update by a technician. What I am looking for is an easy way to identify the last time a technician interacted with each request so I can prevent any requests from becoming stale. Ideally, I would like this column to show the timestamp of the last conversation a technician sent to the requester for each request. The intent is to create
Any explanation as to why sending a reply, notification etc takes up to 6 seconds
After we hit send on a reply email for example, we wait up to 6 seconds for it to release or send. Many people will hit send more than once as there is no timer or anything that shows. The cursor does not change. The ServiceDesk Plus Server is on premise and the SMTP /outgoing server is O365. Is this our issue? is there a delay. Mail fetching works fine as far as I can tell. It is just sending. Here are the settings we use Also any update that requires a notification sent is slow. Thx.
Account Manager in Notification Rule to ignore Level-1
we have an Manage Engine version- 7.9.0 Build number 7941, here we have set up the mail configuration for Account Manager in Notification Rule but we need to ignore Level-1 (want only Level-2 & 3 Request mail to Account Manager). please help..
New Status Creation - Change when someone responds to ticket
Good Morning! I apologize if this has been answered somewhere else. We have created some new Statuses for our ServiceDesk Plus Free edition. Called Waiting on User or Waiting on Parts. Is it possible that when a user responds to the ticket that it will then change the ticket back to Open again instead of these that we have created or the OnHold status? We are running version 9.1 Build 9114.
Asset help
I'm crawling al over the site trying to find out more about how to best use the Asset module. The Admin Guide information does not have everything I need. The presentation about IT Asset Management in SD+ won't run (PP says it's corrupt). Are there any other resources out there I can use for this module? I'm specifically looking at the software management section. (version 9.1 Build 9119) I can list out all the issues I'm having if need be. In general, however, I'm just looking for more detailed
Assets - Software - Scanned Software
Would be nice to have a way to filter certain types out. For example, everything but "Excluded" type, or Everything but "Excluded" or "UnIdentified" /etc
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