Surveys are not being sent out
Good Morning, When I "resolve" a request, the survey is not being sent out. When I looked at the options, it only says when the request is "closed" What am I doing wrong? Thanks,
Incoming Mail Error - error occurred while trying to check connection with mail server - Problem connecting to mailbox.
Howdy, I've seen a lot of various posts with this error but have had no luck in figuring out why my setup isn't working. We're on Exchange 2013 with IMAPS configured. We use IMAPS in a different program so I know it works OK. I just can't get SDP to connect. The windows firewall is off. I've tried multiple User IDs and they all fail so it seems like a connection problem. Support file thingie is attached. Any help would be great. On a side note, are there any plans to support Exchange directly?
ServideDesk Dashboard
First of all, thank you for this great tool and for offer it for FREE. Please give us the tools to full customize the dashboard, we are limited by https://www.manageengine.com/products/service-desk/help/adminguide/dashboards/dashboard-customization.html Thanks in advance
Auto Email User With Attachment Based On Category
In our help desk when an agency enters a Help Desk Ticket to create a new user in our systems I immediately respond with the same email each time requesting information and giving them instructions on Next Steps and it includes an attachment. Is there a way to automatically send that email every time the subcategory is "New User" and have the attachment (or i could even use a link to the document), update the status of the ticket to "on hold" so that i don't have to do that manually every time?
REST API GET_REQUEST Replaces Space wih NewLine "\r\n" in description
The request description returned is different from what I expect when I retrieve it using REST API operation GET_REQUEST using C# HTTPClient. Ex) Request Description as appear in the browser I need some help with the printer driver. Request Description returned with API I \r\nneed \r\nsome \r\nhelp \r\nwith \r\nthe \r\nprinter \r\ndriver. This will look like below, except for the extra line break HTML paragraph tag adds in this text editor. I need some help with the printer driver. Other operations,
Errors while restoring a backup
I tried upgrade my build from 9018 to 9028 but after a few successful upgrade the last one failed which meant i had to reinstall the application and restore data backup. The restore has failed pointing to some error logs on the SDPUser profile. Please share with me how to ignore the error table so i can finish the restore and my production server can be live.
Rest API help
Hello, I would like to use Rest API for creating requesters. When I execute code below in Powershell, I get message "No XML data specified". What's incorrect here? $inputdata = @" <?xml version="1.0" encoding="UTF-8"?> <API version="1.0" locale="en"> <records> <record> <parameter><name>Name</name><value>testfromapi</value></parameter> <parameter><name>CI Type</name><value>Requester</value></parameter> <parameter><name>Site</name><value>Common site</value></parameter>
Hiding Job Title or Other Fields from Requesters When Completing Tickets
We have been using the LDAP/AD feature for a while now. Unfortunately, the common AD attributes have caused a bit of a problem for us, as we now have employees who have moved since the last sync with the LDAP replica and their positions have changed one or two times over. I get a ticket from a different employee once a week complaining about this. I wish to stop it permanently, as I manage two SDP instances for different org functions and I have to change it for 100+ employees now two times over.
Changing requester's name does not result in the site updating to correspond to the new requester.
There are occasions when we need to change the requesters name on a ticket, however when the name is changed the 'site' field does not automatically update the site correspondingly to the new users associated site. Is this a bug or is there a workaround? Many Thanks.
Configure Proxy
Hello all, My ISP has a Web Filtering pretty bad, so I have some problems on my web browsing. Meanwhile, the ISP gave me a proxy to be able to access to the websites, (example: isp.proxy.com; port 8080). Because of this the ServiceDesk Plus, on the Mail Server Settings doesn't work properly. The incoming Mail Fetching fails due to that the Web Filtering doesn't allow receive the mails. Question: How can I configure the proxy server on ServiceDesk Plus in order to the incoming Mail works properly?
How can I audit what roles and groups a technician belongs to within a scheduled report?
How can I audit what roles and groups a technician belongs to within a scheduled report? Currently, I have to go into each technician to view this sort of detail one by one. I would like a report view of this information for security auditing purposes.
Duplication of request and notification email for cancellation
Greeting My name is Taleb kindly would you assist me on this : I have 2 qustion : 1- The end user does not receive a notify email when the request is cancelled , despite it is marked ? 2- Can not duplicate 2 or more incident and the "Duplicate Reque st " option is disappear ? Best Regards
Is there a way to copy all items from one subcategory to another?
Issue is we have a long list of items that I would like to associate with a newly created subcategory (as they are with other subcategories). Is there a group select instead of having to add each one in manually?
ManageEngine Upgrade Failed from 8.0 to 9.1
Hi, We are upgrading our ServiceDesk from version 8.0 to 9.0. Old Setup: OS: W2K3 ServiceDesk: Version: 8.0.0, Build: 8022, DB: mysql New Setup: OS: W2K12 R2 64bit ServiceDesk: Version: 9.1, Build: 9105, DB: postgres We have already backup the data from old version. After installed new version, mysql has been installed manually and changed the DB. Later trying to restore data, but failed and getting below error- Please wait extracting backup file *********************************************************************************
Importing From AD
We have just purchased SD Plus and i am in the process of configuring this, can anyone please assist and let me know how to import all of the AD users into SD+ as users, do i need to have AD Manager to do this,
CSV export - dates are in general format
Hi team, When exporting a report to a CSV or Excel file, any date field comes through as general text and not as an Excel date. Is there a way to ensure a spreadsheet export contains dates in date format?
SDP+ New Rich Text Editor problems
Guys, Unbelievable, it took you guys more then a year to develop a brand new 'rich text editor' en it still (excuse my language) sucks! I've started a brand new solution. I typed this from scratch with the editor (no pasting from word or any other sources thus). I didn't change to other fonts: i only used bold text and hyperlinks within the document on the editor. Numbering lists don't work (numbers simply don't appear). Bulleted lists do work fine. Text between hard enters (returns) jumps awkward.
Report showing the incident backlog for specific group
Hello team, i will really appreciate some help with generating report which shows the backlog of open incidents on specific date in the past. As example the info i need will be something like: the number of open incidents we had on 12.07.2015 for specific Group. Its a bit urgent and any help will be much appreciated!
SQL report for Backup Schedule details
Can someone provide me an MS-SQL query to output the Backup Schedule details? I'm looking for it to contain the following: Enabled/Disabled Every x days At x time WHo to notify when backup fails (email address) Backup type (database an/or File attachments) Backup Location Retain x amount of backups This would be super helpful for a dashboard I an writing. Thanks
Solution "Last Updated On" Time Gets Updated When Solutions Are Viewed
After upgrading from 9.0 build 9016 to build 9048, I noticed the 'Last Updated On' of solution shows the timestamp of when the page is opened. This only occurs to solutions which have never been updated in build 9016, or the ones with '-1' in the 'Last Updated On' column. 'Last Update On' is set to now() the first time such a solution is viewed, and it stays to that time until someone really modifies the solution. It used to show the same time for 'Last Update On' and 'Created On' when the solution
Issue with search option
Hello, When I make a search using subject, the SD just return requests until April/17/2015, recently request does not return. For example: But I have request newer
Import users from AD - duplicate entry
We have problem with importing users from AD. We have users in our SD DB. When we want to update users (requesters -> import) we have (in serverout): Violation of UNIQUE KEY constraint 'CIRelationships_UK'. Cannot insert duplicate key in object 'dbo.CIRelationships'. The duplicate key value is (9145, 37043).| About 200 errors while importing.
Blank Resolutions
I noticed today after I had edited my default Incident Template, any new request already has a resolution. This resolution is always blank. I think it has something to do with the request template but I am not sure where to start with this. Has anyone else experienced this or does anyone else no how to remove it?
Overdue Violations
Hi, Trying to understand how the 'Overdue' violations are reported. We have two main SLAs we report on; 1 - First Response 2 - Resolved On Time If the call is with Technician 1, and the first response SLA is missed, it records in the call history. Say the call is passed to Technician 2 after the first response SLA is missed and technician 2 closes the request, then on the report we run monthly, shows the violation against Technician 2, which is incorrect as the violation occurs when the call is with
Amend ownership of scheduled reports
When I create scheduled reports, other administrators are not able to see them, edit them or stop them. This is a pain for clients for whom I have set up scheduled reports and their requirements change over time as they mature. Am I missing something? James Gander Gander Service Management IT Operations and Service Management Consultancy
Fetch Mail Process Stops
We recently upgraded ServiceDesk Plus to 9.1 Build 9105. Since doing the upgrade, the fetch mail process will just stop for no apparent reason. Once you restart it, it may stop again in a hour, a couple of days or anywhere in between. Nothing has changed in our email server (Exchange 2010) or network. Is anyone else seeing this issue? Thank you, Carey Durbin Corporate Information Technologies Manager Bridgestone APM Co.
User Management Service Catalog Issues
I have been tasked with re-vamping our new hire forms now that we have MESD+. I found the Service Catalog and was very grateful to find the User Management section. I immediately found the new hire form and edited it to fit our specific needs. I found the workflow and added an approver and feel like I'm on the right track now but I have an issue. We want tickets or tasks to open once the request has been approved based on the results of certain fields in the form. We're a SOX compliant company
Scanning Hyper-V hosts
Hi SDP Team, If i scan my Hyper-V host with domain admin credentials, shouldn't it list all my hyper-v virtual machines also automatically upon scanning the host? In my case the host is scanned succesfully, but none of the vm's get listed. Offcourse i can add them in manually. With regards, Sven
Asset Management Queries and Enhancements
1. How the delta scan works in ServiceDesk Plus agent ? 2. In Scanned software the manufacturer details are not normalized. Please see the screen shot below 3. How software licensing works under these circumstances? 4. Are there plans to have a universal agent for both Desktop Central and ServiceDesk Plus ? 5. Any tentative date on barcode scan in ServiceDesk Plus
Servicedesk technician not receiving all e-mails
Hi. We have 4 technicians with similar roles and rights. When a new request is created, email notifications flow should follow the rules below: All techicians receive a notification that a new request has been created (this works OK) All techicians belonging to a group receive a notification, when the request is assigned to that group (this works for all, but one technician) A technician receives a notification when a new request has been assigned to him (this works OK) Ok, so in a working scenario
Auto Assigining Technician After Requests Being Unpicked for X Hours
We are team of small groups (10 support members) and usually tickets are picked within a reasonable time. Yet, occasionally, tickets are left unpicked and I have set the ServiceDesk Plus to send notification to the group, but this does not guarantee the ticket pickup. So, instead of the notification mail, I would like the SDP to assign a technician automatically when a ticket left unpicked for a certain time. Let me know if this is already available. Thank you.
Need help on a report for tracking asset receipts
Good Morning, Our internal Audit team has asked for a report that does the following: "A report should be developed showing assets received and the names of the Technicians receiving those assets" We are currently on SDP v 9.0_9039 using MSSQL. Any help is appreciated.
Graphs on custom widgets get squashed when there are a lot of technicians listed
Good day, Graphs on custom widgets get squashed when there are a lot of technicians listed. Please fix this. (Please see attached) Kind regards Renier
Mail Fetching problem
Hi, I am having problem fetching emails from exchange 2010 pop3, suddenly servicedisk starts fetching emails as request but without mail body and it does not delete the fetched mail from the mail inbox so it always adds the same email as request and without email body, I am forced to delete the email from inbox manually and then the same problem happens with the other email in the inbox, I read the Serverout log file and there is something on the log that says: Problem in process mail content java.io.IOException:
One technician we can't modify the Roles assignment - Its not available to make changes
Hello, One of the technician we can't modify the Roles assignment. Its not even available as a selection to change. Also, the selection box to change it back to Requester is also not available. How to do I fix this?
Remove ability to close a request with a blank resolution
Good day, Currently one is able to close a request with a blank posted resolution. Please resolve this. Kind regards Renier
Service Request spawning multiple work orders
Is it possible to configure a workflow in the service catalog to spawn multiple work orders. Example. I have a form configured for our HR department to fill out whenever there is a new employee coming in. When they submit that form is it possible to have it spawn multiple requests. 1 for AD Account Creation for access management group 1 for E-Mail creation for exchange group 1 for telephone assignment and install for Telecom group etc. I know other applications I have used have this ability.
One user who is a technician isn't showing up as a requestor
This prevents us from being able to cc him when replying to requests he needs to be notified of. He shows up in the database properly: user_id | first_name | name | status | ciid | technicianid | ciid | ciid ---------+----------------+--------------------+--------+------+--------------+------+------ 505 | Last, First | redactedname | ACTIVE | 588 | 505 | | 588
Email not Fetchin
Hi: We are having issues with our software. since Friday the emails that reach the tool don't convert to tickets. We are connected to a exchange, Your Version : 9.0 Build 9036 <system_info> <os_name>Windows Server 2008 R2</os_name> <os_version>6.1</os_version> <drive_name>D</drive_name> <free_space>31629447168</free_space> <ram_size>4294967295</ram_size> <db_name>Microsoft SQL Server</db_name> <db_version>10.50.1600</db_version> </system_info> the database is SQL thanks for the support
Bar Code Device
Dear Support, Can we Integration Bar Code Device and Bar Code Printer with ManageEngine Helpdesk System? if yes Can you please tell me how?
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