No Desktop Central Integration Settings
I have both Desktop Central [Build No: 91002] and Service Desk [9.0 Build 9041] installed on the same server. I had to reinstall Service desk and now I do not see the Desktop Central integration icon or entry in Service Desk and cannot perform any integration within Service Desk. Any help on this would be great. Gabe
Servicedesk Solution broken in Firefox
We just upgraded SD to latest version. Instantly the Solution page stopped working with Firefox browser, more specifically when trying to type the solution in the text box. Meaning that you cannot type anything in the box. In Internet Explorer this works fine. We tried on another PC, same thing. Fix please? IE: Firefox:
how to use e-mail id's to notify without enabling cc users notifications?
Hi, When i enter any mail adress to "e-mail ID's to notify" , it is not sending any notification. I wrote this to manage engine support team and got the answer that cc user notifications must be enabled for using this feature. We are a company with 700 users . When people sending an e-mail to helpdesk, they are putting a lot of people to cc, even adding department mail group adresses to cc. So we are not able to use cc notifications for not causing a lot of mail traffic. Are there any way to use
Summer Time
Dears, summer time was cancelled in Egypt. but service desk is still using the old timezone. we have downloaded the lateest tzupdater and ran it however timezone still not fixed appreciate your help to adjust the timezone even statically. thanks Regards, Tamer Mohamed
Lock password asset fields
Hello, Is there a feature that allow to capture confidential information for assets (additionalfield) and administrate who can view them by roles or any other way? This in order to capture passwords and only admins can view the content of those additional fields. Thanks in advance.
export templates and business rules
Hello, Within SDP we are developing/customising templates and business rules in our Development environment, and once checked/tested would like to export them and import into the Live. At present there doesn't seem to be a process for doing this. Can you advise if and when you are expecting to have this facility available? Many thanks
remote control- XSS error
While trying to intergrate bomgar with service desk plus , we get the following error which I believe is a java error XSS Vulnerability code detected in URL. Some script tags are detected in the values passed to this screen. This could be a Cross Side Scripting attack. So making this page as unavailable. [ Close ] === The command we try to have service desk plus run is C:\Progra~1\Bomgar\Representative\bomgar.blah.com\bomgar-rep.exe --run-script "action=start_pinned_client_session&search_string
Admin users can't get webpage to come up.
SDP will not come up for admin users. Non-admin users the website comes up just fine. We are on version 9 build 9041 (upgraded 4-14-15) using MySQL. MS Updates applied to the server just after midnight on 4-24-15 and the server rebooted. After that is when this issue started. We restored the server to the backup from 4-23-15 (using Veeam to restore the virtual machine itself). The issue was still there (without the Microsoft updates). The server had not been rebooted since updating SDP on
Integration between Service Desk Plus & OpManager
Hi, I've the last version of Service Desk Plus and OpManager and i set up to integrate both tools. After set up all configuration, all the CI's that i have in OpManager appears on Service Desk Plus, but when any alarm is generated by OpManager it supposed to create new ticket and it doesn't work. Anyone can help me? Thanks, Alex
Projects
I have been searching in projects and settings to see if there is a way for techs to create projects that will only allow certain people to see the project/and or the tasks inside of it. I can't seem to find anywhere to be able to do this.
Print a Request
Hey you guys, I wonder how I could print a request or just put it in a .pdf file. In other forum entries in here I read that it must be totally easy with clicking "action" -> "print" but I do not see this button as I open a request. Hope you can help.
Disable remote control acknowledge popup window
Is there a way to disable the Acknowledgement Window when a Technician uses the Agent to work on a system? We frequently work on remote systems after hours ( when there is no one at the remote site to acknowledge the popup ).
MS SQL indexing
Hi I have SCP installed with MS SQL as the DB. I have added in some new fields to the requests. How do I get the indexing to incorporate these fields? How do I ensure the indexing is taking place on the whole DB? Where do I configure the automatic indexing? Thanks in advance Graeme
Cursor Jumps to Bottom of Reply Email
We are on version Service Desk 9039. When replying to emails, the cursor jumps to the bottom of the message window and my techs have to scroll to the top of the message to write their reply, is there a way to make it open at the top of the message?
How best to handle assets in for repair and refurb replacements?
Hey all, I recently had an Apple Thunderbolt display fail. I placed the asset in the status "In Repair" and took it to Apple who replaced it. When I brought it back to the office, I tried to determine the best way to update the asset's information but didn't see a very clear way. I settled for changing the serial number and asset tag fields. I thought that this would be noted in the history but it wasn't. Question 1: Is there a better way to handle this situation? Question
How to configure three completely separate groups using SDP
Hi, We are running ServiceDesk Plus for our support team. Everything is great! Now, however, there are two other groups in the organization that would like to use the product for their own purposes. So, for example, we do level three support for customers. Our internal IT group would like to track their internal requests in SDP as well. Then, our development support team would like to track their requests as well. I know I can set up separate sites for each team, and then define SiteAdmin roles to
change the requester
is it possible to change the requester of a ticket? i want to change the person who requested the ticket background of my question: if an user sends a request to my personal email i want to forward it service desk. afterward i want to change the requester to the person which initial wrote the request-mail.
SDP - requester with multiple email address
Hi there, As the subject says, how to deal with a requester that has multiple email address? example: he has several alias and also an external email address he uses to communicate. how to "assign" different email addresses to a requester. perhaps we can set a default email address to use, but request generated from the other email address will appear under that user. or perhaps this will have to be a "new feature"?
We are happy that you've found the right solution!
This seems to have appeared since the last update. A little message at the bottom of the screen. It appears even if you've simply added some notes to a request and returned to the request list. How can we turn this off? Thank you.
Favourite Views
I'm not sure if this has been suggested yet but it would be cool if you could switch between your favourite views using tabs within the requests tab or something similar. We have a lot of views and having an two or three buttons/tabs seems a lot more convenient and easier. Thanks, James
Status Change on Requester Reply to request
I tried messing with business rules to see if this would work, but it doesnt seem to have an option to limit based on replies. I would like it so technicians can mark a request as "Awaiting response" then once the user responds, I would like to change that status back to Open (or maybe a "Response Made" status). Even better if the technician replies, it automatically sets the status to "Awaiting response".
Apply different service catalog template
Is there a way to apply a different service catalog template after one has already been applied? Or what are other admins doing for the scenario when users select the wrong Service Catalog item and thus aren't filling in required fields that are needed?
Automated Messages
We have our Service Desk system set up to send automated messages for 1)Acknowledgment of a ticket received via email 2) Updating (including assignments, categorizing, prioritizing etc) 3)Marked Resolved 4) Closed. Our users have long complained about the number of automated responses they receive for each ticket. Finally when I kept hearing the number 6, I did a test. Each type of update, even though I do them at the same time, goes out as an additional message. So when I edit the ticket and
More Power to the ServiceDesk Plus Self-Service Portal - Approvals
A few of our clients have been underestimating the power of ManageEngine ServiceDesk Plus's self-service portal of late. We've posted several articles regarding the creation of a service catalogue for incident and service templates but were you aware that users have a range of other options via the self-service portal? First off, approvals. Now you may use or have looked at the approvals mechanisms in ServiceDesk Plus. For example a technician can perform an action 'Submit for Approval' on a request
How to generate the API key for Technician -reg
How to generate the API key for the Technician which i created in the ServiceDesk Plus OnDemand.?
How can i Update from 8210 to 9041
how can i do this Your Version : 8.2.0 Build 8210 Latest Version : 9.0 Build 9041 [Details] ?|thanks in advance
Data restore from 23-bit to 64 bit
is it safe to Restore a backup data from 32-bit system to a 64-bit system?
Groups cannot be deleted
Good afternoon, I’m trying to delete one Support Group and I receive the message: Groups cannot be deleted. I took it off from templates, No technician is member of that group No message found at System Log viewer I enclose the Support file. Could you help us? Regards, Arantza
'Last Update Time' not updating on requester/technician as expected
Hi We are running Service Desk Plus v9 build 9040. The 'Last Update Time' field is not updating reliably, especially when emailing updates from outside of Service desk To update a requester on an issue, this morning I: - replied to an existing email chain, keeping the Issue ID tag ##nnn## in the subject - the email sent, and the reply has been added to the list in the ticket - but the 'Last Update Time' field on the main Requests page still shows as yesterday. Note - we are currently having to email
Changing the Web server port
If i change the sdp port from 8080 to 80, Do i have to change the agents to since they configured on 8080 and How can i change the port of agents already installed on all the machines.
Users see Not-Auth in their request's "Assigned To" field.
I just recently updated to 8004 and was made aware of this issue. It seem technicians can see who their requests are assigned to, but requesters cannot. They get "Not-Auth" in the "Assigned To" field when they view all of their pending requests. I don't use sites or departments, as we don't have an enormous deployment. Is that why they are not authorized to see who their own requests are assigned to?
mysql problems installing ServiceDesk Plus on CentOS7
I have tried installing on CentOS7 64-bit with and without mysql installed, I cannot get servicedesk started. 1. Instructions indicate mysql is installed with ManageEngine_ ServiceDesk_Plus_64bit.bin but there is no mysql folder as indicated on the install guide. 2. if I install mysql first, I get the following error when starting Servicedesk as mysql is not in the ServiceDesk folder. Cannot run program "/root/ManageEngine/ServiceDesk/mysql//bin/mysqladmin": java.io.IOException: error=2, No such
Technician Login count exceeds the license - in Standard Edition
Hello I'm using the free standard version 9 (Build 9041). The free version should normally allow me to add unlimited technician as per the mangeengine website(see printscreen below) but I'm getting the error "Technician Login count exceeds the license" when choosing the option "Enable login for this technician" as per printscreen below Choosing the "Enable login for this technician" gives me error "Technician Login count exceeds the license" Please advise why I'm getting this error.
Backup SDP+ Without Stopping the Service
Sometimes during the day, we need to take a backup for any business related purpose, same time we don't want to disturb the users day to day activities . can I take a full system backup using backUpData.bat without stopping the service? will it affect the users who are using SDP+ during this backup process? Many Thanks Mmahmoud
Creating a request - select requester from site
Is there a possibility that instead of using the requester as the starting point for getting the specific details of a request/ticket, we can first select the site, and then have a selection of requesters from that site? It would make the workflow much smoother.
Can't get AD structure, when I try to scan windows domain.
When I try to scan a windows domain, I get a error message: Unknown username or wrong password given to enumerate the Workstations in the Domain. I have configured a use account, that is domain admin, and it seems to happen no matter what user I use. (For some domains it works, but not for all).
User survey: SSL mismatch on auto generated link
Hi, Having some issues with the auto generated link for the user survey. When you open the link that is sent out when a call is closed you get an SSL mismatch that prevents you from opening the page without proceeding past the error message (Our users are technically unskilled and are afraid to press through any error messages such as this). The link opens fine if you change it to HTTP however there seems to be no means of changing the auto generated link. Has anyone come across this issue before?
Month end report required
Hey all, Would really like to know how to create a report like the image below. Can not figure out how to get new columns and grouping done under the matrix which I think was suggested on something similiar. The has to be work out for the full month 01 to -30/31 Many thanks in advance
Missing 'On Hold' Status Option
Hello, We are having an issue where some of our technicians cannot view or select the 'On hold' status when logging or editing a request. This happens whether using Chrome or IE, and it has been tested with the cache cleared. This is the case for some, but not all of our technicians. The issues started with one or two technicians, then over the course of a few weeks it is now the majority. We are on build 9039, but this has been happening prior to our last couple of upgrades. Any suggestions would
Request Acknowledgment
I'm looking for a way to have the technician acknowledge the request when they pick it up. I don't want to automatically send the acknowledgment for each ticket but instead have the technician send the acknowledgment. So here's the flow I would like: Ticket created in SD+ > Team Lead assigns to technician > Tech decides to send acknowledgment > Button pressed > Email automatically sent to requestor. Has anyone found a way to create something like this? Nathan
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