Mail Server Settings - Office365
Hi, Can anyone assist with the Outgoing mail server settings to use with SDP to connect to an Office365 mailbox? I've seen a few posts on here where people have got it working but their settings are not working for me. I am using the following: Server Name: smtp.office365.com Alternate Server Name: blank Senders Name: IT Reply-to Address: same as Incoming address Email Type: SMTP TLS Enabled: Yes Port: 587 Requires Authentication: Selected Username and Password Set When trying to send an email I
Send email to a specific request
Hi guys, Does anyone know if is it possible to send an email to the service desk (specifying something in the object) and let the system automatically add the email in the Requester Conversations section of a specific request. I mean, if I send an email from the request and the user replies, the email is automatically inserted in the Requester Conversations. But what if I want to add an email that users sent to my personal address? Thank you
ServiceDesk Plus iPhone App Confguration Help
Hello there, We are very happy users of SD+, and are also looking to deploy iPhones. We have found there is a SD+ iPhone app on itunes. http://itunes.apple.com/app/servicedesk-plus/id460035266?mt=8 Unfortunately we can't seem to get it running. There are no instructions in the app - apart from going to the website, and all the documentation online refers to the mobile web browser optimized site. Does anyone have any info on how to set this up? Also, the mobile web site, allows you to pick a domain,
Automatic Request Merge
Hey; Our service deskplus version is 9.1 Build 9113. The problem is requesters create ticket via mail then a technician reply after reply the subject prefix change automaticly "RE" because of it service desk create new ticket.How can i prevent it ? Subject ID is same but Subject change.
Different Approvers from one template
Hi At the moment on our ServiceDesk we have setup many different request templates for our network shares that automatically go to the folders owner to approve. this has resulted in over 80 different templates just for folder access. I need a way to have just one template that then when the requester picks the subcategory for the folder they need access to and submits the approval goes to the right person. please can you let me know if and how i can do this? Thanks Adam
Maximum Incident Additional Fields
Can the maximum number of Incident Additional Fields be increased from 90?
snmp ver 3
When will the use of snmp version 3 be added to servicedesk as part of discovery?
System Logs
Hi, I would just like to ask what this CLEANUP module in the system log does? Thanks! Geraldine Legaspi
Cannot delete Sites
Hi, I imported Requesters from AD, but then I found mistakes and correct them in AD. (I want to import this data later, after clearing all departments and sites) I deleted all requesters, departments and sites, but some of departments and sites left. Error is Department is being used by a module. Hence cannot delete it. I don't know which module uses some of departments and sites. There are no more requesters and no technicians except me. Can you tell me how can I delete all of sites and departments?
Language Pack
Hello; we are using Service desk version 9.1 Build 9113. But when we check from mail screen "Personalize" there is no language option. Default language is English and i need to change it. How i can do that ?
Send Notification after hold time finish.
i want service desk can send a notification to technicians after their hold time finish on Request. how can i do that ?
Business Rules - there are 2 locations to make these changes at. Which one is which?
OK so It seems that the site will not allow me to attach my 101KB word doc to show pics.......O'well, just another flaw..... Hello O'masters of MangeEngine...... I have come to an impasse, I have found 2 different places to set business rules at. the first one was under the Organizational Details>Business Rules. The second was hidden, (you tricky boys and girls) in the Help Desk>Service Catalog>Manage>Business Rules. You can see my confusion, so I have made rules in both places that mimic each other.
Integrating SD+ with 3rd Party (Clearview)
We will soon be working with an external vendor to handle hardware repair for our PCs. The initial request for service will come in through my service desk (SD+). If there's a hardware repair needed I will be needing to somehow get the pertinent info to them. They use Clearview by Nexterna for their ticketing system. What would be the best way to send them the ticket info while still keeping the ticket open on my side waiting for the repair to complete? I was thinking of opening an Incident
having trouble importing assets
I am using a csv file to import our current inventory and when add in all my info it says success of 38 items but when I go to my asset page to verify it only shows 1 imported. is there another way other than entering everything manually or am I just doing something wrong?
Error Logs
Hi, I would just like to ask if there are other ways to view error/system logs aside from the System Log that can be found under the Support tab? Thanks! Geraldine Legaspi
Enhancement in Change Management Feature
The current iteration of the change management feature in ServiceDesk Plus Enterprise contains a glaring omission. While we can "Associate Change" from a request, thsi does not fully create the Change Record. Most of the information submitted with the request must be manually re-entered into the Change Record. This is a very time-consuming process, especially when you receive a large number of standard change requests. To address this omission and to enhance the change management module, I opened
When creating a template I cannot insert a hyperlink
When creating a template I cannot insert a hyperlink. whether I copy and paste it, click on the hyperlink button, the end result is a linkless text. Is this a known issue or am I missing something?
Users receiving Windows credentials prompt - SSO not working because of it.
I have a new implementation of ServiceDesk Plus standard (ver. 9.1, build 9112) that is presenting a bit of a show stopper for me. We use group policies for setting out IE zone settings for all users and servers in the organization. All of our local Intranet sites work with no issues as does all of our Internet zone settings for all of our day to day operations. Unfortunately with ServiceDesk plus, when an end user attempts to visit the web site, they are being prompted with a Windows credentials
File attachment allowed list
Hello, Is there any way for us to permit only the uploading and attaching of specific file extensions, eg. pdf, jpg, tiff, bmp? We do not want requesters to be able to upload just any file they select. Kind regards, Anthony
Cursor lost when pasting into text box
Hi all, lately in the new release 9.1 Build 9111, each time I try to cut and paste a link or text into a text box within Service Desk (description or email reply or solution etc) the cursor looses its position and it's continuity for me to continue typing. Is there anyone else experiencing this in IE? Its working fine in Chrome though. Roy
Install Service Desk Plus to Server 2012 R2
Hello Is it possible to install Service Desk Plus on to MS Server 2012 R2? thanks Jane
Time spent by Tech report - seems incorrect
I have ran a custom 'Tech time spent' report, but it assigns time to another technician's total time spent when time is spent on that technicians ticket by a different technician?? e.g. John Smith works on Joe Bloggs ticket and Joe Bloggs has that time added to his total time spent, when this should really go against John Smith's time spent total. Can this be fixed please?
How to create a task scheduled for every day
Hi, I want to create a task ex: Cecking backup reports. This task got to be done everyday , how can I create the task to be visible on the dashborad everyday so the technician working that day can see it and complete the task. thanks
How are folks handling third-party support tickets
Like most companies, we have third-party vendors that provide services. We often manage the service, and will occasionally get requests to augment or modify what they are providing (for example, a web page that's designed and hosted by a third-party). What do folks typically do with requests like this that should be tracked and that we may prioritize but don't necessarily have any influence over the timelines. For example, do you throw them in to a separate support group? Do you keep a clock
$EmailSignature field - where is this configured
Hi - I wanted to modify our Reply to emails, to include technician name, but where is the field $EmailSignature configured? a previous engineer here has this in the system.
Cannot Find Additional Fields to Delete
Hi all, When I go to create a new Incident Template, it is showing an additional field called "Item" as following: Then when I go to "Incident - Additional Fields", to delete this field called "Item", I cannot find it... What can I do to delete this Additional Field? Thanks, Camila F.
sdp caching issue in ie11
HI, I am creating new incident without giving any type of priority value, which is necessary field for me, and and processing that request. So there comes error like "please fill priority field". But after that I set that priority field to any value and trying again to process that incident, which should be success, but error comes again "please fill priority field". In chrome it works best. But in IE 11 the above scenario happens.
restore backup
Dear All, I am running /home/ManageEngine/ServiceDesk/bin/backUpData.sh and I got a new folder named backup_postgres_9041_fullbackup_05_02_2015_21_52 inside /home/ManageEngine/ServiceDesk/backup I have 2 questions: - Does the backup file also included the SDP configurations (such as: Business Rules, Roles, Requests, Solutions, Requesters, Technicians, Support Groups, SLA, etc.?) - In case something unwanted happened and I have to rebuild a new SDP server, how do I restore the backup
Assingment report
Hello! We want to make a scpecial report for us. Our technicians are often reassign requests to each other. And we want to look requests, where technicians did reassign requests, who gave to whom. Report about reassign of reports. Something like... *id request*, *requestername*, *createdate*, *assingment technican*, *2nd assigment techincan and date of assign*, *3rd assigment techincan and date of assign*, *closing date*. How we can do that? Thanks for your help, in advance :)
Powershell commands to access the requests in service desk plus
Hi, Are there any powershell commands to view the requests in service desk plus??
setting up incoming mail
When I try to setup the incoming mail I get the follwoing error FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. Is there any log where I can look deeper into this issue
Ticket forwarding fail due to Priority field change.
Hello, I am facing problem while forwarding incident ticket to third party system. I have created status like 'Sent to third party system' The actual scenario is like.. I am leaving blank Priority field in incident and forwarding request to third party. Request forwarding fails as we have coded that it will throw an error and set the status as "Failed to sent".I set that priority field with edit request from SDP and reattempt the forwarding. In subsequent call, I set the status as "Sent to third
Attachments from Mobile App
Here is the situation: We have a HelpDesk phone hotline number for our staff to call. End Users will leave voicemails in the mailbox and our phone system will forward those voicemails as a WAV file to our helpdesk email account to create a request in the servicedesk. Often this is after hours and the majority of our technicians only have mobile access. We would like to be able to listen to the voicemail attachments either from the mobile app (IOS and Android) or have it included in the email notification
Send Resolution to multiple mail-recipients
Hello, when resolving a request, a mail is automatically send to the requester. Is there the posibility to send to multiple mail-recipients (cc)? Greetings Michael
moving Service desk plus to a new server
Hi, We are using SrviceDesk Plus Ver 7.0.0 Build 7017 I have no problem this a question regarding moving all the data and existing configuration to new W2K3 VMware server. Could you please let me know the steps to backup all the DB and config and what other options I have to make this as easy as possible. Or is there any documentation what I need to do ? Thanks in Advance,
Sending notification failed
I am able to send email to internal users but while sending to external it shows "Sending notification failed". I've attached support file. Please help
user login to manage engine servicedesk using office365 authintication
hi we need to use office365 credential to login at manage-engine we will add our manage-engine service desk link to our share point online and we need the user when he click on this url he directly login to manage-engine without entering any username or password so we need like SSO using office365 authentication.
Public WorkLog option
Hello, I want to know if there's a way that I can add a worklog to a request then I would be able to choose between "Private" or "Public" update. Whereas "Public" option makes the worklog visible to the requester (and sends an email notification with the update) and "Private" option makes the worklog only visible to technicians. Thanks in advance, Georges Samy
Android App for ServiceDesk Plus Released
Dear Users, We are happy to announce the availability of the native Android App for ServiceDesk Plus. The app can be downloaded from, https://play.google.com/store/apps/details?id=com.manageengine.sdp&feature=search_result With this application, technicians can access ServiceDesk Plus on the go using their Android Mobile Phones helping them create, update and resolve tickets anytime from anywhere. We believe that the this App would help you 'respond to' and 'resolve' tickets faster. The key features
Generate a report for timesheet management in project
HI, Can anyone tell me how to Generate a report for timesheet tracking for users in assigned projects.
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