Access UDF's for Service Request Additional Fields
I know i can use the additional fields in email templates for incident based requests using $UDF_CHAR1, etc... how to I access the additional fields for service requests in notification templates?
Automating Ticket Creation
I have several database servers that I would like to track the type and number of specific issues for each server and then of course, track the time and resources expended to resolve the issue. I have set up my jobs to send an email to helpdesk@afrmic.com when a job failure occurs. The idea of course, is to have the help desk system generate a ticket from that email. The sender of the email will be the server name. I have tested this a few times and not only does a ticket not get created I do not
Tracking hosted application licenses
We are trying out ServiceDesk Plus so we are new to the software and its features. Putting the software through its paces I am trying to track our licenses for cloud based applications. Is anyone out there doing this? I see where I can add a contract for our hosted applications provider. It seems I can add the the number of licenses/users for the application via a 'License Agreement' and adding a 'Software License', but I can't seem to allocate those licenses to named users. Is that not possible
Error when restoring production data to a test environment
we are setting up a Test environment but every time we restore the backdata taken from our prodcuetion environment we get the error "java.sql.SQLException: Cannot find the object "CIType_603" because it does not e xist or you do not have permissions." Out test environment is the same build version as the backupdata from our the production server we are using an MS SQL Server Any ideas?
How to search MERGED request.
Greeting, I merged like 4 request and now the merged request is missing. How can i find them? I try searching one by one but it say 'FAILURE: Invalid Request ID'. I try to search filter but there is no option for merged request, please advise. Best Regards, - Muhammad Afiq
Service Desk Plus custom report add columns
In the reports tab, how to add more columns in the "Available Columns"?
Finding scheduled reports created by another technician
Whilst working on site with a client recently we encountered an issue where the customer was trying to find a scheduled report that had been previously set up in ManageEngine ServiceDesk Plus. They knew it existed as it was still sending reports but they were unable to locate the actual scheduled report. The reason for this was due to the fact that s cheduled reports are currently only visible to the technician that creates them in ManageEngine ServiceDesk Plus. In this case the scheduled reports
Record or flag a Service as being affected by an incident or problem
Hi I am looking for options to record or flag a Service as being affected by an incident or problem. All that I have come up with thus far is Incident linking to a Problem and within that Problem record - flag/choose the multiple IT Services affected. Are there any other options or ways to do this ? i.e. record an incident/problem as affecting a service or causing an outage to that Service. Glenwood
License Renewal
Hi there, Until recently we've been licensed for 10 technicians in ServiceDesk. We had this license because we had 6 technicians but one of those technicians are no longer with us, so it was my understanding that we could use the free license for up to 5 technicians. Our license was due for renewal but I was advised by our vendor that we didn't need to do anything further as we only have the 5 technicians. Unfortunately as of today we can no longer login as any of our technicians, or the admin
Event ID 0 from source PostgreSQL
The description for Event ID 0 from source PostgreSQL cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer. had this problem after restart got it fixed but it may come again please advice the fix. regards
Migrating to Service Desk Plus 9.xxxx from 8.xxxx
I am reaching out on the Forum as we are still running Service Desk 8.2 Build 8211 and are getting ready to migrate to 9.0 current build. My question is how different is 9.0 to 8.2 and were there any gotchas that people ran into when they migrated? Did anyone load a play version of the 9.0 before migrating there production system to the current version so they could check out the differences. Was it successful. Any feedback would be fantastic and very useful.
MySQL update
Hi! I'm currently running ME SD+ 9020 with MySQL 5.1.50. Does latest version of ME SD+ support MySQL version 5.6.20? I suggest you to add that information on your website (what version of MySQL does ME SD+ support, because I can't find it anywhere). Looking forward to hearing from you. Regards, Kuba
Confused about SDP Exchange integration
So it appears SDP does not support normal Exchange integration like our last help desk product did. It only supports POP or IMAP. That doesn't like like too big of an issue (for us) as we run our own Exchange environment and I think we can secure it well enough. I am confused about the mail fetching though, SDP says "create a separate mail account and alias it to this mail ID". We have one helpdesk mail (helpdesk@xxxx.org) and want the users' mail to create a ticket (request) if they mail to helpdesk@xxxx.org.
newbie question about row colours in History view
Hi folks, just started using ME in my new job - I see some rows in the History view are coloured - can someone list the meaning of the colours, or else tell me where the key is in the application so I can look them up myself? Tia! :-)
scan newly created inventory type or sort workstation by ip number
Hi, We have almost 1000 nodes in our terminal and SDP places all the vehicle terminals, handheld terminals, computers - almost everything under Workstation tab. When I create a new group (e.g. Vehicle Terminals) and change relevant device's type from Workstation to VT, SDP loses all data (IP address, MAC address) and cannot scan devices under newly created VT tab any more. I would like to be able to scan devices under newly created inventory types. "If it is not possible, I would like to be able
File Not Found after moving fileattachment store
Due to the excessive size of the fileattachments folder we had to move our SDP installation from C Drive to a new D Drive. After this move we have found that all (if there are exceptions to this they haven't been found) old attachments cannot be opened and some new calls are experiencing the same issue. This move was done by another technician in around August. When I browse D:\ManageEngine\ServiceDesk\FileAttachments\Request, I can see Aug2013, Oct2013 and Sep2013 folders. When I attempt
Manual
Good afternoon, I wonder if there is any of the ServiceDesk Plus manual in Portuguese (Brazil) Att. Delton
Requestor edit request after they submitted it??
I know a requestor can always update their own request by adding notes, but my questions can a requestor update things like the subject or details AFTER it has been submitted??? I do not see an option for that. -Wes
After upgrade 9018 no Filter field in Assets
Hello There is no FILTER field in Asstets after upgrade to 9018 (from 9013) Regards, Dmitry
Delete connted items
Hello. Can you explain me how can i find connected items and then delete it.
Change ticket workflow - move to next status without approval
Is it possible to have the 'Submission' stage go to the 'Planning' stage without any approvals? For us the information in both these stages is currently done together then sent for the approval. Ideally the person filling out the change would fill out the Submission information, save the ticket, then have it roll directly to the 'Planning' stage. Thank you for any configuration tips that might help accomplish this.
Import the attribute "Manager" from AD to ServiceDesk Failure
My steps: 1.Configuration Wizard> Common Additional Field > Add field > Single-line > Field name:"Manager",Default Value:"undefined" Description:"undefined">Update>Save 2.Configuration Wizard> Active Directory>Import Requesters from Active Directory >Select UDF for import>Check Manager:"manager">Import Now>100% Complete For the city field, I success by using " l " string for city import from AD attribute. But for the manager field, I fail by using "manager" for manager import. Question: 1.I fail
How to deny Technicians for Editing Requests?
Hi Dears How can do it that technicians can provide a resolution, but can not edit any filed requests How can do it that all entry resolution by a technician saved in resolution like work log on incident module
Upgrade servicedesk plus 8008 to 8217
Trying to upgrade from build 8008 to 8217 and get the error "The file is not compatible with this product." Is there another service pack between these two versions so I may continue the upgrade path to the newest release? Thank you. Harry Seto
Backup technician
Hey Am I missing something with the backup technician function? Normally, I'd book my leave and then setup a backup technician. Now, it auto sets my backup technician to me, and I cannot for the life of me figure out how to change it? We are using 9016.
License of ManageEngine ServiceDesk Plus
Hi We already bought your product but i don't understand, how can i get this license file ? provide us please i sent mail to anti-piracy@manageengine.com and servicedeskplus-support@manageengine.com , but did not get an answer . I have registered at the site which was sent to us from anti-piracy@manageengine.com what do i have to do ?
Change the look of the Onhold Status in the Requests list
Is it possible to make the Onhold Status in italics in your Requests list so not to get them confused with the tasked marked Open? Thank You!
iPhone App for Requesters
I am able to get my technicians signed in to use the iPhone App for ServiceDesk Plus but, I am unable to set it up for a basic requester. When trying to sign them in, the app says it is missing the API for the technician. I don't understand why it is asking for that for a standard requester. From what I've been reading, it isn't necessary for requesters in order for them to use the iPhone app too. Please help. What am I missing? Is there a different app for the requesters? Thanks, Tony
SDP Single sign on through AD
Hello, I'm setting up a new SDP server, where we want to enable the SSO through AD passthrough, however we don't want any requesters to login, only our Technician's. Is this possible? Also in the process of setting this up, I've tried just enabling AD authentication, but when I select edit on my Technicians and select the domain login, the option is not saved, as soon as I go back into the account, under the login details the domain drop-down is back to "none" and when I'm at the SDP login page,
Hotfix 9019 released..
Dear Users, Hotfix over 9019 is released and can be downloaded from the below URL, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9019 SDF- 57473 : Change : Change mgmt as AddOn for Standard Edition. SDF- 56845 : Problem & Change : Worklog field introduced for Problem and Change closure rules. SDF- 55054 : Request : Option to mark the first response time while adding a work-log under request. SDF- 50233 : Tasks : New filter added to show All Pending Tasks,
Get number if today resolved request via rest api
Hello, I am looking for solution to get number of today resolved requests or list of resolved requests via rest api. Now I successfully using GET_REQUEST with pre-defined custom filters, but in filters I cannot set current date, only fixed value. Is there any decision?
Task in API
Hi, I am just curious about the development of your API Are Task related features going to be implemented any time in the near future? Best regards, Valdi Hafdal URL : http://www.valinc.net Facebook : http://www.facebook.com/valincnet [Add-in for Support Center Plus] http://www.valinc.net/scp [Add-in for Service Desk Plus] http://www.valinc.net/sdp
Ability to edit or create Problem ticket templates.
It would be nice to at minimum be able to edit the Problem ticket default template but optimal if creating templates was an option.
Mail Server - Sending outgoing mail failing
Hi, We have the following issue: we are using Gmail as the test server for the testing and for the first couple of weeks the email sending has been working great. For no apparent reason, it stopped working and no replies or notification mails can be sent anymore. From the logs I found the following error: Caused by: javax.mail.MessagingException: Exception reading response; nested exception is: javax.net.ssl.SSLException: Unrecognized SSL message, plaintext connection? Email fetching works OK,
Close Task\Incident as Incomplete
Hello, Is there any possibility to CLOSE incident and its Tasks as INCOMPLETE? Regards,
Is search broken in SDP 9?
We recently upgraded to 9002. We've noticed that when searching the Solutions module, the search results hardly match what we're searching for. For example, We have a solution titled "Rename computer from command line". When we search for "rename computer command line" Here's the top 2 search results when I perform this search: Out of the 214 results, the item I was searching for isn't even in the results. And here's the actual solutions item: The only way I found this article was by browsing by
Search All Ticket Information
Hi guys, Is there a way to do a global search of all ticket information? That is, across all open and closed tickets, including request information, emails sent/received, ticket notes, solutions, etc. I'm having difficulty searching and finding the information I'm after. Thanks!
Pre-assign check
Hi, In SD Plus - there are Request closure rules - is there a way to have rules added so that staff have to do certain actions before they assign out the Request. E.g. - At the moment we have certain staff who classify the incoming Requests into category & sub-category, applying SLA. They then assign the Request to one of their colleagues. Unfortunately they sometimes forget to do this and then assign out. It would therefore be really helpful if SD Plus would prevent them from assigning the Request
Is there a way to search custom fields in the Purchase module?
I have added a custom field to our purchase order form. I would like to be able to search for POs by this field. The search box doesn't seem to search by this field. Is this a bug or do I need to submit a feature request for this?
API Example for updating workstation custom field
Does anyone have an example for the syntax to update a custom fields on a workstation? I want to use a third party solution to update certain custom fields via API (or directly via SQL but the API is the primary method).
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