Login to Servicedesk
Hi we are currently running an evaluation of ServiceDesk, we have everything configured more or less at default. the issue we have is that when a user (users were imported from AD) browses to the portal a windows security window keeps appearing requesting domain user credentials for the local ServiceDesk machine, we can cancel this and then the main ServiceDesk login screen appears. Does anyone know how we can stop this? Thank you
Don't work "Manage Custom Views" tab
We're using 9.0 Build 9048 ServiceDesk. We have 107 technicians and one of them have a problem with own "Manage Custom Views" tab. It just doesn't work, and after clicking it, all stuff is "freezing", fields are empty and technician cannot interact with it. This problem still active only at one account. Also it's impossible to do some search tasks on this account - search results are incorrect. Other technicians' accounts are Ok. What we can do in this situation? Do you need some additional info
Request notifications not working when request is updated or closed.
I have turned on three notification rules; Acknowledge requester by e-mail when a new request is received. Acknowledge requester by e-mail when the request is updated. Acknowledge requester by e-mail when the request is closed. The requester does receive a notification when the request is created. However they do not receive a notification when a request is updated or closed. How can i notify the requester when a request is updated or closed?
Problem update Service desk plus version 9.049 to 9.1.0
Hi want to update the server with the versión 9.1.0 , but i recevieved this error : 14-nov-2015 22:56:31 [SYSERR] [INFO] : java.lang.OutOfMemoryError: Java heap space 14-nov-2015 22:56:31 [SYSERR] [INFO] : at java.awt.image.DataBufferInt.<init>(Unknown Source) 14-nov-2015 22:56:31 [SYSERR] [INFO] : 14-nov-2015 22:56:31 [SYSERR] [INFO] : at java.awt.image.Raster.createPackedRaster(Unknown Source) 14-nov-2015 22:56:31 [SYSERR] [INFO] : 14-nov-2015 22:56:31 [SYSERR] [INFO] : at java.awt.image.DirectColorModel.createCompatibleWritableRaster(Unknown
Software Suite - Removal
Greetings, How do we remove a Software Suite once it is no longer needed? I see how to ADD software to an existing suite, but not to remove? Thanks, Brian
Survey Enhancements
Dear Users, We are currently developing exclusion criteria for sending survey. Please take a look at the agenda and share us your thoughts. User can create Rules to avoid sending the survey to the requests that matches the Rules. Users can configure multiple rules for excluding survey.If the request matches with any one of the rule configured, survey will not be sent. Users can configure 10 rules and each rule can have 10 criteria. The Exclusion can be done based on the Priority, Level, Mode, Email-ID,
Service Desk Support Portal Down?
Hello, I can't seem to get to helpdesk.manageengine.com from either my home or work network. I have also tried from a mobile device, and cannot ping. Receiving a server timeout message. Additionally, the support request I emailed didn't generate an automatic response the way it normally would, which make it almost seem like ManageEngine's Service Desk is down?
add link for requests id in Query report
Hi all, I create a query report by SQL. I want to add link for requests id. How can i achieve it?
Prompt to save changes
Hello, Currently, if a technician is working on a request/problem/change/solution, etc and they accidentally close their browser window, they are not prompted if they want to save their changes. The browser window simply closes and all the data is lost. Is there a way that we can display a prompt screen for technicians if they attempt to close the browser window before any changes are saved on the screen? (For example, Do you want to save your changes?) Thanks, Daniel Comley
"Process" behind a request moving between Status'
Can anyone explain the technicalities behind a request moving from the 'Resolved" state to the "Closed" state due to no response from the end user. Is the Request Closure Code set on the request and then the notification is sent out? What we were hoping to achieve is to incorporate the reason for closure into the notification email. This way the user will be able to see why the request was closed without having to log back into SDP - Which they are too lazy to do in the first place - most likely
JSONP response from rest API
I'm trying to get a JSONP response from the REST API, but it is only returning JSON. I need to use JSONP because it is a cross domain request Here's is my jquery code which calls the API $.ajax( { type: 'GET', url: '***********************t', jsonp: "SCPRESPONSE", dataType: "JSONP", data: {
Survey Results - User satisfaction level
Hi, Lately we've been receiving bad scores due to our users selecting the upper rating, which means it is rated as 'bad'. They often think that that option is considered a 'good' rating. This has become a topic between our IT managers. Right now, we have "bad" at the top and "good" at the bottom. Our question is if we can change this to good at the top and bad at the bottom. I've read someone's post from a few years back but I can't find anything else. Is there a solution to this problem? Kind
Invoice Approvals
one of the biggest problems I face as the IT manager is approving non-po based invoices. Is there any plan to include the ability to add invoices for approval without the need to have a PO first? Such as phone bills etc?
How do I attach multiple assets to a single request?
I have a bunch of assets that I want to attach to a single request because that request involves all the assets in question. ie Assets A B C are all suffering from the same issue. So user submits request to the IT team explaining the problem that plagues Assets A B and C. I want to be able to attach these 3 assets to the same request so If i look at the request history on assets A B or C I will see the same request. Is there anyway to do this? The Asset field inside of the Request seems to be able
Form Customizer
We would REALLY like to see: 1. A tool for customizing the layout of the forms. 2. Also it would be great to be able to sort the picklists. 3. The ability to use existing lists/data in the picklists. (Like requesters or asset) 4. Also the ability to make any field manditory/visible/changable to the requester. 5. To be able to have conditional fields. (If the requester picks one setting in the picklist another field is populated automatically and/or becomes visible/added to the view. This would be
Auto refresh dashboard
Dears ME kindly note that , I have ME SDP 9 B 9027 i want to active Auto refresh dashboard , is possible ? if possible , how to do that thanks
Can you attach multiple assets to a request
Ok so I have a bunch of assets inside of Service Desk that I would like to attach to a single request due to history reasons. For some reason this request is in regards to more than 1 asset that we have and I need to reference this ticket in each Asset's History section due to this fact. I only see an option to attach one asset per request and i was wondering if there was a way to attach multiple assets to a request. Thanks in advance
Prevent automatic asset association with new incident
Hello, Is it possible to prevent new incidents automatically being linked to a user's asset? This is primarily for requests generated by e-mail. We handle all kinds of admin-related topics through our SDP installation, not only hardware/software issues, so it is not always relevant for an asset such as a PC workstation to be linked to every request for a user. This will give a false view of 'requests per asset' if we want to monitor for frequent device faults. Where a user has multiple assets, SDP
Application Layer Started........................................................................ But hangs there
Hi Everyone, Could you please help me in fixing the issue with the Service Desk Plus. I checked through forums and googled about this issue. Please find the error, when trying to run the run.bat C:\ManageEngine\ServiceDesk\bin>run.bat =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\ManageEngine\ServiceDesk\bin\\.. . JAVA: .\..\jre\bin\java . JAVA_OPTS: -Dserver.dir=C:\ManageEngine\ServiceDesk\bin\\.. -Dprogram.name=ru
Multiple email addresses with single Lotus Notes profile
Hi everyone, I'm working on setting up Service Desk Plus to connect to Lotus Notes. I've been able to connect and fetch emails into the system but the email address included with the ticket is generic from the Lotus Notes profile. What I want to do is have separate email addresses for different request types. For instance, service@domain.com would go to tech1 and request@domain.com would go to tech2. How can I do that in SDP when I can only attach to one mailbox?
New incident should refer to service Catalog
Greeting Dears I need your assistance in this : When the end-user click on "Requests" and choose "New Incident " he should go back to "Service Catalog " kindly help me to configure it . Best Regards
Send requester notifications to multiple email addresses
Hi, We have an instance where a requester wants all of their Service Desk Plus notifications to be sent to two email addresses automatically. When looking at the requester details, I can see that multiple email addresses can be added against them, however notifications are only sent to the primary email address. Is there a way to assign two primary email addresses against a requester so that all notifications sent to that requester are sent to two addresses? Or does the requester need to set an Outlook
SLA- Status and Timers
Hi All, We have been using ServiceDesk Plus version 9.0 Build 9015 and loving it. I have been able to work out some of the issue raised by the techs except this one so far. " Our SLA’s are being violated even though the tickets are in a pending or waiting state and this ultimately effects our stats and violating SLA agreements that you have put in place. Are you able to please advise what happens when tickets are placed in the below status ? does time stop ? · Awaiting user response- Timer
Issue: Unable to insert image in Incident Template
I'm attempting to create a new incident template that includes an image. Unfortunately when I use the Insert Image menu to select an image to insert it gets stuck "Uploading" and never lets me click the final Insert button. Is this a current known issue? (SDP 9107)
Difference in IT Asset vs Non IT-Asset
I was wondering if someone could tell me the difference between the IT assets and Non-IT Assets inside the ManageEngine Service Desk Plus? Thanks -Trevor
Unable to bulk change Group
Trying to change the group for a subset of records, I search for the records, select all and then choose Edit Request from Actions. When I click the down arrow next to Group I am not presented with any options, it will only let me select "Leave it as it is". Drop down lists for other fields seem to be functional just not the Group. what am I doing wrong? Version 9.0, build 9115 Scott.
Survey Query Report using Percentage Values
Hi, Can you provide a query to run a survey report based on the % of satisfaction for MYSQL? My version is 8.0.0 Build 8011. It would be good if it could include the date the survey was created, the requester, the request subject, the technician, and the percentage value of satisfaction. Warm regards, Abby
Upgrading a 32 Bit install of Service Desk Plus to 64 Bit
Hi Everyone, Is there a way to do an in place upgrade of a 32 Bit install of Service Desk Plus to 64 Bit? Thanks
HTML and they Rest API
I currently have a web form that creates requests in SDP using the Servlet API. Since the Servlet API is removed in SDP after version 9.0.0 I need to convert this form to use the Rest API instead of the Servlet so we can upgrade. My issue is that it seems the Rest API is stripping away HTML formatting. Has anyone else been able to use HTML with the Rest API? The Servlet API had no issue with HTML.
Translate Spanish Variable $RequestAge
Please indicate me where translation into Spanish of the variable $ RequestAge is done as a request to solve the English content appears, as evidenced below "This Request will Automatically close after 3 days." Thanks
Field & Form Rules - custom message dialog
Is it possible to run a script when a form is edited or submitted to display a custom dialog box? In our case if we give two options and option A is selected then we'd like to notify the requester to just submit the request. Option B would continue with additional form questions.
Change Approval reminders
Is it possible to configure a notification when a Change approval is pending? For example if the Change is scheduled for the 10th and the approval was sent on the 1st, SD could notify the Approvers (CAB, Change Manager, etc.) that the Change is approaching it's deployment date.
ServiceDesk Plus 9116 Released
Dear Users, SDP 9116 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9116 SD-61054 : Directory traversal vulnerability while downloading support file from 'Support' tab. SD-61460 : Able to upload/download attachments in software without necessary privileges. SD-61416, SD-61200, SD-61431: Unable to save service workflow settings without configuring an approver for a stage Please refer to the below link
Restricting who technicians can assign to
Hi all, is it possible to get a module in maybe business rules or some sort where certain groups and technicians are hidden from specific technicians in defined sites. This would allow TechnicianA of level1 to only see TechnicianB of level1 and Technician A & B of level 2 and nothing from level 3 above. this means he cannot bypass the "process" and only has one route to go. Regards, Willus
Additional fields in change templates
I'm attempting to customize our Change Management templates and running into some trouble. I'd like to add additional large text fields below the "description" field, unfortunately when I add the fields, they default to being one line tall and only extend halfway across the canvas. How can I customize the size of the additional fields? Also, can I customize the fields required for different stages? Say I wanted to add a "proof of testing" field to the Implementation stage, how can I do that?
Taking Notes While Opening a Request - Possible?
Is it possible to add a Action to open the Add Notes dialog while creating a request. My techs are telling me that the process of first creating the ticket then having to go to Action Add Notes is too time consuming and would be better if they could add the notes while on the initial screen. Any ideas or better ways to accomplish this? These would be notes for other techs and not visible to the requester. Thanks, Ken
SDP 9115: Shortcuts work only once
Facing an issue with the new keyboard shortcuts in Servicedesk Plus 9115 using Firefox (42). It seems they only work once every page load or reload. Working fine in IE and Chrome though. Best regards, Andreas
Help Default Username Wrong!!
Hello, I hope I can help, I installed the version of ServiceDesk but the default login does not correspond shown. Install solution from Ubuntu 14 Server and initialize the application from:
Is It Possible To Send A Custom email Notification to a Specific Technician?
Is it possible to send a custom email notification to a specific technician when a request is assigned to them? It looks like the Notification template is global and I want to use this to notify 3rd party contractors where specific fields are included that I don't want going to all technicians. Thanks in advance. -Ken
Spam filter stopped working
Hi Guys, When i upgraded to version 9100 my spam filter stopped working, specially the automatic reply. but it still appears on the ticketing and we have to delete them manually.
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