Tasks not emailing
Using the change and projects module we are making tasks for users but for some reason the task owner is not being emailed when it gets assigned to them. I have test this but turning on all of the task notifications and then creating both tasks and milestones in project but never received emails saying tasks were assigned to me. Yes email is flowing. What am I doing wrong?
Notify All Technicians on Request Updates
Feature Request: The ability to notify all technicians of every update of every request. We are a small IT group (3 people) responsible for all 400-some users, and if we don't see updates on every ticket to know what's going on, we can't properly support our users. This is a DEALBREAKER for us with ManageEngine; if we can't find a solution for this or get the feature put in soon, we're just going to dump the product and go with something that can. We *cannot* use the Helpdesk feature without
Wrong Update link
Hi Guys, Can you please check the version of the file provided in the website to follow the below upgrade path Migrate from Build 9046, 9047, 9048 to Build 9100 https://www.manageengine.com/products/service-desk/91677414/ManageEngine_ServiceDesk_Plus_9_0_0_SP-0_1_0.ppm When trying to apply the update, we are receiving a message saying that the build is higher than the patch number We are currently on 9.0 Build 9048 thanks in advance
custom request
Hi, It is possible to prohibit changes in the field "Subject" in the templates ?
Error after installing the patch ManageEngine_ServiceDesk_Plus_9_0_0_SP-1_0_0
Hello. After installing the patch ManageEngine_ServiceDesk_Plus_9_0_0_SP-1_0_0, on top of the patch ManageEngine_ServiceDesk_Plus_to_9_0_0_SP-0_48_0, the server began to try to run MySQL, although set to PGSQL. To install the versions of SD: 1) basic system version 9.0.45 2) patch to 9000...9047 to 9048 ... (ManageEngine_ServiceDesk_Plus_to_9_0_0_SP-0_48_0) 3) patch with 9046, 9047, 9048 to 9100 (ManageEngine_ServiceDesk_Plus_9_0_0_SP-1_0_0) Startup log: [root@sd bin]# ./run.sh JBOSS_HOME: /opt/ManageEngine/ServiceDesk
Update to 9100 problem
Hello everybody. I have a problem with updating to build 9100. now installed build 9048. When updating to 9100 there is a message : "Latest build, hence patch need not be applied". what's the problem?
VIP Users
I may have missed something here, but once a requester is tagged as a VIP user, how does SDP alert a technician to the fact? My expectation was that when a new incident was created, something would pop up or indicate that the requester was a VIP so that the right priorities could be set.
RMA
Hi, Just as a suggestion, an RMA option would be great. Maybe connected to the vendors, having an extra section for the technical side.
how to use manage engine service desk plus in windows 8.1
how to use manage engine service desk plus in windows 8.1? its first time i'm used helpdesk for ticketing. help me !
Business Rules in Service Catalog
Hi, Is it possible to use the Service Catalog's "Additional Fields" in the business rules? They show up in the Business Rules section under Admin>Business Rules but they do not show up under Admin>Service Catalog>Manage>Business Rules. Thanks Adrian
Approval Group
Dear All, I have created security exemption request form in ME SD Plus and this form should be apporved by Security Commnuite. how can i create security approval group? one of member approval is enough for moving to next step. thank you
Obtain user's assigned assets via API
We are looking to automate some of our off-boarding processes and one of the unknowns is the employee's assets. Some of our employee base has a laptop + ipad and we want to make sure it is all recovered at termination. We have multiple locations and sometimes a manager will terminate an employee and collect their gear so ideally we'd like to make sure they know what should be collected. Our assets are up to date in ManageEngine, I see there is an API interface but my research is showing a way to
ME Servicedesk backup
Hi there Am using ME Service-desk Plus - Professional version and I have set the backup and it is creating the backup files. I have the below questions regarding the backup How can I check the backup created are working or not? What part does the backup takes is it the configuration made plus the requests or just the configuration ? can you please explain.
Two columns in the technical list
Hello, The technicians list are showing two columns to the fields e-mail, telephone and mobile phone. Below is a screen shot: Thanks. Alvaro. Translated by Google Translator
Cant create any report in SD Plus
Dear All, ı need your support about report issue. When i run any reports from built in reports folder than getting attached error.
Automatically Close a call
Is there away to close a call that has been marked as resolved for more than x amount of days. Thank you
ServiceDesk Plus 9101 Released
Dear Users, SDP 9101 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html
Features in 9101 SDF-56913, SDF-56916, SDF-57063, SDF-57337: Closure Rules of the Change Request is now mandated stagewise i.e while completing each stage. SDF-56581: Auto populating change requester field while creating a Change Request from Incident Request. SDF-40167: In homepage , CAB Change Approvals will be shown again, if recommendation is
Task Template Group not defaulting when new Task is created.
All: Running into a frustrating situation. I have created a Task Template in which I have specified a Task Title, default Group, default Owner, default Priority and default Task Type. When this is saved, on an Incident/Request, when I go to add a New Task, my new Template does correctly appear in the "Use Task Template" combo box. I choose my newly created Template, all values default as I have setup, except "Group". This remains as "--Select Group--" I have tried various other Support Groups in
jtds lib
Hello, SDP use jtds library version 1.2 but current version 1.3.1. I can update this lib manualy ?
Auto assign technician made requests to submitting technician
Hello, As we are implementing ServiceDesk Plus, I have noticed that several of our technicians forget to assign tickets to themselves, causing them to sit in the queue which increases the time that the ticket is left in an "open" state. At our organization, we create many of the requests on behalf of our users and we would like the ability for: Technician understands issue, and creates a requests within ServiceDesk Plus Ticket is auto assigned to the same technician that created the requests for
Move all Departments to one Site
I need to reorganize our sites and departments. We currently have duplicate departments in multiple sites. For example I have an Orthopedics department in Site 1 and Site 2. I need there to be only one Orthopedics department Site 1 and get rid of Site 2.
issue with form for quickly edition incident
hi all, i have some small question about this form sorry for russian languages:), i hope you undestand me. I want to disable this quickly form to edit the incident, but I do not know how to do it. anyone could help me? version servicedesk - 9003, 9.0. Database, if you need - postgres
Shield with Star by Requester
What does the orange Shield with the Star inside by a Requesters name represent?
MESD not starting after attempt to restore database
Hello, I built a fresh install in Azure and attempted to restore data from my old production server (both systems running on build 9045) and now the service will not run. Any assistance would be appreciated
Specify NIC for asset discovery
Hello All, We just started using ServiceDesk plus and I'm wondering if there is a way 2 specify which NIC will do the scanning for asset discovery. The server we are using has 2 cards. Thanks, DG @madheadache on Twitter
Missed type when auto-suggesting solutions in Incident Request template
As I type in the Subject of my request, the ticket is dropping characters (significantly) and I believe this is being caused by the auto-search of the solutions. Is anyone else experiencing this? Any work-arounds? Should I submit a ticket? For example: When I typed "The quick brown fox jumped over the lazy dog" It came out as The ck brown x umped er zy d Thanks, Adam
How to close really old requests?
Hello! I've got some problems. I have a lot of requests, that are assigned to many technicians. Some of technicians have a lot of really old requests (from 2013, 2014 years) with open status. They just solve the problem and leave request open. Now I Want to clean that mess. Is there any script or procedure to close requests that were created earlier than, for example, 01/01/2015? Because now I have to add info in mandatory fields to any request which a want to close.
Can't find resource for bundle java.util.PropertyResourceBundle, key ae.cmdb.source.servTag
ManageEngine ServiceDesk plus version 9100. I have a problem with REST API. When I trying to add/update Workstation or Server, I have error: "Can't find resource for bundle java.util.PropertyResourceBundle, key ae.cmdb.source.servTag" http://localhost:8080/api/cmdb/ci?OPERATION_NAME=update&TECHNICIAN_KEY=0FB041D4-3D1C-49BD-9DAD-XXXXXXXXXXXX '<?xml version="1.0" encoding="UTF-8"?> <API version="1.0" locale="en"> <records> <record> <parameter><name>CI Name</name><value>sdp-w2k3-2</value></parameter>
AD User Import
Hi, I have a question regarding importing users from the AD. If I created a user/requestor in the Manage Engine directly, and then there is a same named user being imported from the AD, what will happen? For example, I created a requester named John Smith directly in the ManageEngine ServiceDesk with not much user information, then there is a new user in the AD named John Smith as well with email address, position, etc. How will it be treated? Thanks! Geraldine
CI Type is not default upon Item Discovery / Identifycation
Hi, Some scanned software correctly discovered through an agentless, network scan won't get its respective CI Type associated (see image below). Is this the expected behaviour? P.D: Other software items such as "Microsoft Windows Server 2008 R2 Standard" discovered using the same method do get this CI Type right after scanning. Thanks. Juan
API - lack of new lines when ADD_REQUEST used as an operation name
Hi, I'm dealing with integration SDP with other system, I have problem with answers to ticket. Everything is working fine except this. I'm sending that kind of requests: TECHNICIAN_KEY - [apikey] OPERATION_NAME - ADD_REQUEST INPUT_DATA: And im doing that on the same way, how im creating new incident - and there new lines are correct. Unfortunately, for reply this is not working. That how it looks like: I tried putting there \n, \n\r\, #&13; and this kind of characters - without any result. I have
Delete or Modify a custom field in Templates
Howdy all! I am wondering how I can edit or simply remove a custom field I created in the Incident Templates? I have a field that was created called Level which is causing problems when we are actually trying to use the original Level field that is a part of incidents. I cannot find a way to delete, rename, or otherwise modify a new field that was created. When I place the default Level field into a template it shows the right one, but when I commit my changes to the template I receive the following
Unable to enable LDAP Authentication
Hello all, I am having a problem with my LDAP Integration. I have successfully added my DC, and imported users. However when I try to enable LDAP authentication nothing happens. Reviewing serverout0.txt I see that when I try to enable LDAP auth I get the following errors: [11:19:29:320]|[07-06-2015]|[com.manageengine.servicedesk.servlet.ClientLogServlet]|[SEVERE]|[26]|: Login user(id):3, Error occurred-->Uncaught TypeError: Cannot read property 'innerHTML' of null, in file name:http://[address
Service Desk Plus Mobile Version request handling
When a technician raise tickets using their mobile devices (both android and Iphone) the request created are being assigned randomly to all technicians and it is neither using the Incident and Service Business rules. what do you advice? I have checked Enable Technician Auto Assign and am using ME service-desk Plus - Professional
Service Desk PLus iOS and Android application Issue
Hi, I would like to highlight that our service desk plus is not allowing any login from the application downloaded from App Store or Play Store. It prompts that the username and password is incorrect after i input my IP details. I have confirmed that the details I have input is correct because the browser version on both devices works fine. Please advise further. Thanks
where is default reply template located
I need to edit the default reply template. I do not see it in the reply templates list. Where do I go to edit it? Running SDP build 9011
SLA Report
Hi Guys, I need some help creating a report like this... Backlog Report Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Open 540 410 294 287 413 532 634 Opened 5313 5090 5328 4666 4235 5572 767 Closed 5443 5206 5335 4540 4116 5470 790 Request Backlog 410 294 287 413 532 634 611 I have Opened & Closed by month. Will be great if the report shows 12 months before the last month. I'm running SDP Enterprise 9.1 using MSSQL. Thanks a lot for your help. Gustavo
Executing Custom Menus
Hi i have upgraded to 9.1 and can see a new feature that allows me to create a custom menu that can create users in ADManager Are there any instructions on how this can be achieved as this has the potential to be a huge feature for our organisation? Thanks Adam
Import from Active Directory
Hello. I synchronize SD authors and requestors with Active Directory W2012R2. We disable user account in AD, while he is still available as specialist in SD company. I have questions: 1) How do I import disable(lockout) status via userAccountControl ? 2) How i can lock out requester in SD& Set attirbute like 'not for further usage'based on LDAP status 3)When we import integer fields values from AD, import process in SD end up with no issues but the imported integer field is empty? What can be the
The ServiceDesk time more than the operating system for an hour
The ServiceDesk time more than the operating system for an hour. For example, in the operating system time 17:01, and ServiceDesk 18:01. Time zone is UTC+5. The cause and how to resolve a discrepancy of time? Sincerely. Igor Stepanenko.
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