change the home page
hi. how can change the home page so when the user login thy get direct to requests page. kobi
Understanding Archiving in ServiceDesk Plus
We've been working with a number of clients recently that have a significant number of historical requests in their ManageEngine ServiceDesk Plus installations. Whilst this is not a major issue it can cause performance issues when searching and filtering data with a very large number of requests. In order to combat this issue we recommended the configuration of the Request Archiving features in ServiceDesk Plus. This is easily done from Admin > Data Archiving: A number of options exist to allow you
SDP 8.0 broken by Chrome 43
Hi there, Ever since the update to Chrome 43, several features in ServiceDesk are not working properly. For example, we can no longer click on a tech in the technicians list and get the window showing their information. We cannot add notes to tickets. I assume this is JavaScript related, but I can't seem to find anything that fixes the issue. Has anyone seen anything simlar, and better yet, have an idea to fix it? Thanks
request closure code report
HI i am looking to run a report under incidents that will provide the closure code that was selected in a closed ticket. also that has the key fields category,sub category etc and support group Using MSSQL and Your Version : 9.0 Build 9041
Require approval from all CAB members to complete change
Can ServiceDesk Plus prevent a change from being completed if one or more members of the associated change advisory board has not approved the change?
SDF-57601 : Option to configure Multiple mail Ids for requester
Hello team, With reference to the SDF-57601 : Option to configure Multiple mail Ids for requester I've just installed the latest updates and i could add another email address to the requester but after testing, it worked once on my test environment. However, when I tried to use it on the production environment, it doesn't work... The requester still gets the emails only on the primary email address. Any idea why is that happening? Kind Regards, Georges Samy
Problem upgrading to SDP Build 9001
Currently at version 9000. When I try to upgrade to 9001 it gives me the following message: JRE upgrade is pending. Start ServiceDesk server once and try applying the patch. I start SD server and try to upgrade and get the following error: Shutdown ServiceDesk server and then try applying the patch. I should mention I am upgrading originally from 8213 to 8217 then 9000 and now finally 9001 all in the space of a few hours with no server reboots. Can I please have some help? Thanks.
Change status action buttons greyed out
It appears that a Change Owner can change the Stage/Status of a change by editing the change record and choosing the required Stage or Status from the drop-downs. However when he is simply viewing the change (eg while it is in the Submission stage", the "Status Actions" menu is empty and the two action buttons are greyed out. Should the change owner not be able to move the change to the next stage using these methods (ie without having to actually edit the record)? It works for the change manager,
Query for list of Technicians names and email addresses
HI i am using mssql with Your Version : 9.0 Build 9041 looking for a query to run and provide me the current list of technicians and their full names & email addresses Thanks
closed and system open again
I try to close an incident and after a few minutes the system changes the status back to open ?
Reports error after upgrade from 9012 to 9044.
We recently upgraded from 9022 to 9044 and everything is working perfectly except Reports. These all fail with the error "NTLM Failed Redirecting To Login Page.. ". We have disabled SSO and still get the same error. We have also cleared the "applications\extracted" folder and restarted and still get the same error. Have anyone else experienced an issue like this or could suggest where to look for more clues?
REstoring DB goes wrong.
I want to change my DB from MySQL to MSSQL. I made all the insrtuction, but database isn't restoring. It says:QUERY = INSERT INTO QueueDefinition (QUEUEID,QUEUENAME,QUEUEDESCRIPTION,SITEID,SENDERNAME,REPLYADDRESS,CIID,ID_DEPARTMENT) VALUESnull java.sql.batchupdateException: Invalid Column Name 'ID_Department'
Report on leaves
How can i make a report on leaves by technicians by types for given dates range?
Move ticket if technician is not available
Dear all, I have a question what happened in case when one technician will be on vacation with scheduled causal leave and someone will assign ticket to him or one of his ticket will be reopened? Is a possibility in that case to move ticket to other technician automatically? Thank you in advance, BR
Associate groups to reports
Hi, Is it possible associate reports to groups? Let's say we have Group A and B and we have specific reports for each one, there's any way to associate a specific report to a specific group? Regards.
Cannot Edit / delete Resolution templates from Admin tab
We can create Resolution Templates but these do not show in the Resolution Template section on the admin page, just shows blank space. This means we are not able to edit or delete these templates. We have tried deleting then browser cache and cookies and have also renamed the extracted folder. Please advise. Using 9.0 Build 9044.
Create request by API with distinct names in case of homonym
Hello, We are trying to create a request using the Servlet API , but we have a case of two requesters that have a same name. I can't pass only the name because the API ever take the first user. What we need do for create a request for each specific user? Look bellow: Someone can help me???
Resolution in request
Hi How can I hide the resolution tab in the request from requester? p.s. This could be solved by editing the role of SDGuest, but as I understand it can`t be done :( thanks
Import data
Please is there a way to import data into SD+ I have data in csv format and can't import them into some certain field in SD+ during configuration e.g Regions, sites, holidays, groups etc
ServiceDesk Plus - Snippet Of The Week - 1: How about auto suggesting the solution when users ignore the knowledge base?
p.MsoNormal, li.MsoNormal, div.MsoNormal { margin: 0.0cm; font-size: 12.0pt; font-family: Cambria; } *.MsoChpDefault { font-family: Cambria; } div.WordSection1 { page: WordSection1; } Let's assume that your IT help desk frequently receives repeat incidents from your end users reporting an issue in sending email notifications. You have analyzed and provided the resolution that a fresh configuration in the SMTP server would fix the issue. You have also included the configuration steps in the documentation,
More permissions for Requesters
Would it be possible to enhance the current permissions for Requesters? We have got a department in our organization that they need to monitor activity in our development department (Support group) that would include Requests, Changes and Problems. I have set up some reports that would list all outstanding issues, but this is not ideal for the business. The workaround for this is that I have converted their accounts to technicians, however this has taken our technician license. Also I struggle with
Change Module To Work As Advertised
Please change this module to work as advertised: The main servicedesk webpage for the Enterprise edition claims: Change Management - Implement a comprehensive change management system that allows you to handle pre-approved changes and changes with complete approval cycle. This is not true as it does not allow non-technicians to approve changes. Any manager within the company can have change approval within their department. I work for a media company and all department managers have to approve their
ServiceDesk won't start
Hi Since couple of day, our SDP is not working anymore. I use the batch startSDP and it hangs each time at specific point 89%. on the startout.log file I see repeat "resquestScheme is http". I tried some of debug process find in this forum without any positiv result... Updated to the last release, same way. I can restore but I'll loose one work week, so if I can make it right without restore it will be great Thanks in advance for your support Best regards K. Fluckiger
Product amount
Hey guys, Is it possible to add the amount of a product as you create an asset ? I already figured out that you can attach an excel list for example to the asset but it would be way better if I could put the amount right in the asset and this would change automaticly. For example if I have an "in store" product asset and I create a relationship for that asset with a user, it would be great if it works that one product changes to "in use" but the others (for example 6) stay "in store". Is something
Spanish encoding and requester names
Hi, We have some problems with spanish requester names that include ñ character. They are imported from Active Directory but they cannot log into SDP because they are not found in requester list. Thanks in advance. Aritz,
Solutions topic view
Hi, For the Solutions portion of ServiceDesk Plus is it possible to have each topic/sub topic only show the Solutions directly associated with the selected topic? Currently, if I select a parent topic it displays all solutions associated with the selected parent topic and all of the sub topic solutions. Is there anyway to make the parent topics only display the solutions associated directly with that topic? Thank you, Cheers
Can't associate sites to technicians
Please I have a list of sites in the site area of SD+ Helpdesk but I can't associate the to technicians because when you try to edit a technician I don't have the list of sites in the column which has do with associate to technician rather all I see is not associated to any site
Multiple incoming email addresses causing issues.
I'm having essentially the same issue as this https://forums.manageengine.com/topic/email-address-in-cc-field . For my example see below its complicated in to type up the steps to reproduce but I'll do my best. Essentially we have multiple incoming addresses that feed into a single mailbox. So a user can send an email to support@domain.com, tech@domain.com, techsupport@domain.com, tech.support@domain.com etc. The issue is I can only add a single address under incoming mail lets say support@domain.com.
SDP Bridge: SDP and JIRA integration
Hello to All, I represent SDPK - software house from Poland. Recently, we have developed 2-way integration between SDP and JIRA. The product is called SDP Bridge. More information about integration below: Features list: https://www.dropbox.com/s/kjui31zh6kak3oy/SDPBridgev1.0features.pdf?dl=0 Introduction video: http://www.youtube.com/watch?v=fTrKTwO35U8 General info about SDP Bridge: http://sdpk.pl/sdpbridge/ For more information please contact me at: daniel.kaszuba@sdpk.pl Regards, Daniel
Difference between ITManage360 and Service Desk Plus
Dear Manage Engine Team , I would like to know what are the difference between ITManage 360 and Service Desk Plus software . Can Service Desk Plus handle create , update , delete functions of Assets , workstations , servers etc.? I have been told by my org people that service desk plus is higher version of service desk software and it can now manage assets and devices too. Please clarify me the above point. Best Regards Shweta
Adding widgets
Has anyone had any success adding widgets to Service Desk Plus? The lack of chat is a big issue in our evaluation, so we're looking at the possibility of adding something like the tawk.to widget to provide the functionality we need.
CI Name containing the PO#
Can anyone tell me why the PO# is appended to the end of the CI name once the items have been marked as received through the PO process? When we are receiving hardware, once my team marks as received, then goes to allocate in the Asset tab, we are finding that the CI Name now has the PO# appended. My team then has to go in and erase the appended portion, then add the serial number. Also, does anyone know of any other place to add the serial number to the assets instead of having to go into the asset
Technician cannot see request logged
Hi, This just happen to us 2 days ago. Our technician suddenly cannot see request that have been logged which they previously can. Our setup is as follows 1. The role for our technician is to be able to view "All in group & assigned to him[Request only]". 2. They are also restricted by their site. 3. Certain Services in the service catalog is associated to their group. Therefore, rightfully, the technician should be able to see all service request that are associated to their group and in their site
Remote Control Issue
I am not sure if this should be in the SDP or Desktop Central area. But I have the two linked, and I am unable to remote control a computer from within SDP. The option is present, remote connection works within Desktop Central, but it will not work from SDP. What can I do?
Multiple incoming email addresses causing issues.
I'm having essentially the same issue as this https://forums.manageengine.com/topic/email-address-in-cc-field . For my example see below its complicated in to type up the steps to reproduce but I'll do my best. Essentially we have multiple incoming addresses that feed into a single mailbox. So a user can send an email to support@domain.com, tech@domain.com,techsupport@domain.com, tech.support@domain.com etc. The issue is I can only add a single address under incoming mail lets say support@domain.com.
Can i automate actions from SDP to effect AD users with ADManager?
Would this scenario be possible? 1. SDP terminate request is created. 2. One of the associated tasks is to disable employees AD account Number 2 above consists of: 2.a: Disabling the users AD object 2.b: Moving that AD object to a different OU. Can number 2 be automated to pull in the name of the AD object from the terminate employee request fields, then have a script that tells ADManager to carry out 2.a and 2.b?
Report for asset location change.
I am trying to find a way to run a report that can take the history of an asset, and show location changes over the last month for all assets. Something that might show like this. "Resource Name" Changed from "WKS Location 1" to "WKS Location 2" on "Date" It would also be nice if the original asset cost could be added, but that is not quite a necessity as of now. Any help would be greatly appreciated. Thank you, Gavin Gallagher
SDP and Jira integration
Help me set up the integration of Service Desk Plus and Jira. How can I create request to Jira using request custom menu in Service Desk plus (build 9040)?
Request approval - manageengine help desk plus
Hello i would like to ask , if it possible to do approval for request process for manageengine help desk plus standard edition example: 1- employee create a request. 2- request goes to his manager for approval. 3- then goes to technician and resolve the request. thank you
Self-Service AD-Picture not updated
Hello, if me or somebody else are changing something in Selfupdate, it works. But if somebody changes the Picture, nothing happens. Even a week after the change. Has somebody got an idea? Thank You
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