Stopping email replys to certain accounts
Some users, some devices and many external organisations will not handle reply emails. The ability to flag a particular requestor account as "do not email" so that the automatically generated emails (notify on close/resolve/update) are not sent to them will stop the current impasse we have. For example, one of our suppliers automatically sends us emails to notify us of any communications issues. However, the automatic responses from the service desk are recieved by their automatic system as a
mark leave or unavailability for a half a day only
Hello I would like to know if and how it is possible to mark leave for a portion of a day only. (let's say a half a day) Up to know, I can only mark unavailability for a whole day. Thanks Best regards, Marc
mange views?
Hello It is possible to mange the views (delete, change order)? Please see the attachment .
Project suggestions
Hello guys, Let me first say that the suggestions below do not need to be implemented yesterday :) We are using Projects quite a bit, and are pretty happy with it. But may i suggest?: Add a 'Meetings' tab, where it is possible to type in your future and past meetings, and where we can include the meeting reports. In my case some of our projects have as much as 15 meetings during a project lifetime. Having a central register of all of those meetings, would be awesome! Add a tab 'Solutions' --> the
Work Log Column
Is there a way to add a Work Log icon on the main Request view much like the Notes icon so that you could get to it without multiple steps? Unfortunately the "Tasks" icon doesn't let you create a new Work Log entry. This would really help. Thanks.
SLA Overruling
Hi, I have a question regarding SLAs. If I have two different SLAs, one for priority (High/Medium/Low/Normal) and one for Category (Hardware/Software/etc.), and they are both used upon creation of a request, how do I know which SLA will be used/followed by the system? Some of my tickets followed the Category SLA but some followed the priority SLA. Thanks! Geraldine
Submitting a PO
When creating/submitting a PO, and I am the approver, have it automatically approve the PO?
ServiceDesk Plus 9103 Released
Dear Users, SDP 9103 has been released and can be downloaded from the URL below https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9103: SD-60088 : 'X-Powered-By' response header has been removed toprotect the server details. SD-60099 : XSS vulnerability in login page. SD-60096 : XSS vulnerability when adding new software license type and option. SD-59982 : Vulnerable file attachment URL in software details page. SD-60095 : XSS vulnerability while sending the report
Task Improvements
2 Requests 1. In a request template that has tasks associated with it, it would be nice if you could "auto assign" to the user who the request gets assigned to. Maybe include a check box in the task to "Auto Assign to Request Technician." 2. In a request template that has tasks, it would be great if it wouldnt let you close the case if you still have "open" tasks. Would prevent tickets from being closed before all required actions are completed/documented. Thanks!
SDP Download
Hi I need download servicedeskplus version 9043 please i need the link download Thank you
Importing Data
Is there a way to import data into specific fields? I have another help desk application that I must use with another vendor but am looking to import simple data into the Service Desk Plus application that our office uses.
Active Directory Import Issues
1) When I save the automatic import schedule, nothing seems to happen. When I revisit the administration page, the box is unchecked the no days are listed for the frequency of the import. Is this normal behavior? I have it set for one day, but I recently manually ran the import and there were requestors imported that dated back several weeks. How do I verify this is working correctly? 2) When I ran the manual import I noticed a significant amount of failed records. Is there a log that indicates
How to add additional content variables to the messages
Hi team, I have created several personalized fields for the changes module, and I need to send some notifications including that information. I wonder if I can add that information as content variables to the notifications. If possible, please let me know the procedure.
Ignore junk software
When you scan a machine, it picks up all software, including software such as "Visual C++ 2008 Redistributable". The reports report this as under licensed, but it is not something that you license. Is there any way for the system to categorize these types of software so that they: 1.. Can be filtered so that you don't need to wade through them, and 2. Not be reported as "under licensed"?
9101, option "Allow Automatic Generation of API Key"
Does it mean that all NEW requesters/technicians will have automatically generated API key to allow access Mobile App? What to do with our few hundreds current users? Do i really need to generate this api key manually for every current user i have? Documentation says nothing if "Allow Requester(s) to access Mobile Application" will do all things, although set default to "yes".
image support for announcement
Hi there, I'm currently using SDP build 9041 Is the newer version supports embedding images when I create an announcement? We created a new announcement this morning (contains a screenshot) and email it to everyone, and realized that the image is missing from the email and formatting was off when viewed on the portal itself. Thank you for your advice.
Updating ME in CLI Ubuntu Linux issues
I'm having trouble updating to the latest version of the helpdesk using linux. I'm using the instructions found here https://www.manageengine.com/products/service-desk/help/adminguide/introduction/upgrade-service-pack.html but no matter what I type I get an error that it can't find the update file. I've moved the update file into the bin directory even to no avail. Any help?
Service DeskPlus improper identification of Exchange Management Console
Hi there, We are trying to get everything configured correctly and have been running into a few issues. Right now our intern tells me that the asset management side of it is identifying all the installs of the Exchange Management Console as being under licensed, however our Exchange Server installations appear to be compliant. We just need some clarification on this. Also, we noticed that Virtual Machines (all are Hyper-V Virtual machines) are not identifying which host reside on. This is useful
service requests vs incidents
Is there a way to merge an incident with a service request.? we have responses to service requests coming into the service desk as incidents and we are unable to merge them with the service request waiting.
Completed Approvals Being Regenerated into Pending Approvals
We are working with Servicedesk Plus (Ver 9.1 Build 9100) and we are having an issue with Approvals for Service Requests. Through testing I have concluded that every time a technician performs an update to the “Resources Info” section by answering the customized questions for any given Service Request, and then saves the request, this puts the request into an “on hold” status. I’m not sure why this happens, but once the request is in the “on hold” status it wipes out the prior approvals that were
adding HTML comment block in solution
Hi there, SDP build 9041 As the subject says. When creating/editing solution, if I typed an HTML comment block, it won't appear after saving. If I edit that solution, that code is gone. example: Add this block of code in the solution: <tr> <td nowrap="nowrap" class="fontBlackbold" align="right">Username</td> <!-- sd-11880 Loding domain list To login AD authentication or local Authentication --> <td nowrap="nowrap" align="left"><span class="fontBlack"><input name="j_username" type="text" class="formStyle"
Purchase Order From Email
There should be a way to send the email to the vendor of a purchase order from the technician's email address. That way if the vendor responds, they email the tech.
Errors When Accessing SDP with Firefox
It seems the newest release of Firefox includes an identifier for the "logjam" vulnerability, which is causing an error when attempting to login to our ServiceDesk Plus server. The error is: SSL received a weak ephemeral Diffie-Hellman key in Server Key Exchange handshake message. (Error code: ssl_error_weak_server_ephemeral_dh_key) Any suggestions? We're not having the error with Google Chrome. We're running build 9046.
Locking Down SLAs
Is there a way to prevent technicians from changing the DueBy Date?
ServiceDesk Plus License Downgrade
Is there a process for downgrading the Pro license to Standard? What features would be lost and are there any database implications? We are no longer using the Asset Inventory features of the system and only rely on the request/ticket management features. So we do not want to lose any of that information. It looks like just annual technician subscriptions are needed & cheaper to boot. Thanks
Pull in Item to the subject line
I am making use of the template function and one of the templates I have setup is for password resets for our various systems. I have the "Category" setup as Password Reset and a sub option "Item" setup as a drop down with the various systems. I have also setup a subject line which reads "Reset Users Password" however I want to know if it is possible to have the subject line pull in the "Item" drop down. So for instance I thought it would read something like "Reset Users Password $Item" with the
Report for incidents/requests per workstation
Hi, I would like to be able to run a report against all workstations that shows requests and incidents linked to them. I can see this as a canned report or find a why to build it with custom reports. Can you please help. We are on a MSSQL database. Thanks
Change the details in My Request Summary
Hi, I want to change the sections under My Request Summary block in the requester home page. Now the sections under this area are Pending, Awaiting Approval Waiting Update. I want to change these to Open Request and Closed Request. How can I do this ?
Dynamic columns
The columns in most of the summary views need to be dynamic for resizing and reordering fields. Often times, critical information is simply cut off and you can't read it without drilling into an item for further detail. Jeremy H. Danville, CA
Change Management: Standard Change Request workflow
Hi all, We're implementing Change Management and, as you know, there is some debate about whether a standard change request should spend its live-cycle as a service request or be converted to a change request. There are arguments on both sides, and I understand the matter to be subjective. We would like to use SDP to track our standard change requests. We've defined our normal change request, leaving it primarily as it is by default. However, what can people recommend for the Std Change Request.
Attribute
Tell me , is it possible to add a third-party account attributes , besides those already mentioned? Imort configured through LDAP. For example I would like to take the value attribute thumbnailPhoto and get photos of the author requests
IE 8
Hi, When you register a query in the browser Internet Explorer 8 instead of a single query is logged in the system of two identical right. The Service Desk Plus displays an informational message "for IE 6 and IE 7 is not fully supported. Some features may not work properly." If you are using a browser version 11 or other browsers such duplication does not occur. Question - why the system issues a message when you use IE 8, and why there is duplication of requests? Compatibility Mode is disabled.
ServiceDesk Plus 9102 Released
Dear Users, SDP 9102 has been released and can be downloaded from the URL below https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9102 SD-60318 : Request reply/forward notification window sends an email even when the Cancel button is clicked. SD-60229 : Duplicate requests are created in IE8, after clicking (single click) the save button. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
API Test Page not working
Hi @all, I found this documentation https://intranet.wiki.zoho.com/MSP-SDP/REST-API-for-native-app.html but the webpage to test the API ( http://<server>:<port>/ html/APICall.html) does not working/exist. Does anybody know whether this documentation concerns to the actual SDP release??? If so is there something special to configure to get this working? Thanks in advance Christoph
Set task owner on request create
Hello. Is there any possibility (custom script?) to set task owner in request when I have to set specific task owner to specific user group. For exmaple: Requester group: ERT Task name: Verification if requester group = ERT -> Set task owner (task name = "Verification") = AAA group if requester group = ADF -> Set task owner (task name = "Verification") = CCC group How Can I do it?
transfer only tickets to new server
Hi, could you help, we wont transfer only all tickets without configuration current program to new server. Is there any method to do that. We try transfer data with help backup file, but result this procedure was copy all configuration to new server. Good result for us will be transfer only information about tickets in read only mode like archive and nothing about configuration previos server. Curennt version SD 9045 with MS SQL 2008R2 server. Thanks for reply.
automatic e-mail fill parameters
Hey guys, is there any possibilty to name some variables / parametres that fill in details like names etc automaticlly. especially for service requests relating to a new employee. For example you edit the request for a new employee joining the company soon and add all the stuff he /she needs - hardware software etc. This Details should be and will be send to a technician / approver and so on. the best way would be that there will be a mail to an extern who sets up the hardware and in this mail this
Ticket number missing in All Requests
I'm looking for Ticket # 2244 in All Requests (sorted sequentially) and I can see 2243 and 2245, 2246, etc, where is 2244? Is there a database of all ticket #'s created and their status? Will it tell me if it was deleted, merged, etc?
Change Stage
I wanna add new "Change Stage". İs this possible at next releases?
Task Assigning
We have a template setup for New User setup requests that consists of about 8 tasks that need to be completed. A feature that would be nice would be the ability to assign tasks to the owner of the request. This would save us from having to go in and set tasks to that owner manually. So basically I would like to see an option under Owner to be something like $requestowner$ as well as a list of all the technicians.
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