Removing SLA Delivery Time Notification/Banner
Is there any way to remove the SLA notification that appears at the top of the service request when an SLA has been assigned to it? If not we would like the ability to hide this to both technicians and requesters as I'm not sure why a requester would need to always see this information. Best Regards, Evan
Where to put REST API key
Hello, I've read documentation http://www.manageengine.com/products/service-desk/help/adminguide/index.html to use REST API, but I don't understand where I need to put API key. Is there any real example where I can see how to use the key that I've generated. Thank you
business rules
Hi, colleagues When i creating a new business rules, choose the action "to appoint a specialist," I get to choose only one specialist. Can i choose two, three? Heeeelp me! Thanks!
Report including History
Dear ME Support I need your help to generate the following report requests created yesterday or in specific period with the following information Request Id Created time requester person who assigned request to technician (from History) time of assignment (from History) time of attendance (from History) time of closing request notes added by technician Thx
Servlet API Pass-through Authentication?
Hi. How can I use Pass-through Domain Authentication with servlet API? I want to make a very simple html templates for my requesters for adding requests "by two clicks" without entering any usernames and passwords. And one more question: How can I redirect an XML-formated response to another HTML file for more readability. Maybe you have an example HTML file to output a result? Thanks.
Duplicate emails when Replying
We just noticed this bug after upgrading to 8.2.0 Build 8217. When replying, emails in the CC field appear twice (duplicate) for some reason. How can we fix this?
rating calculation
hello how does the rating gets calculated in the report , it gives me 3,4,5
Please add the ability to set the "due date" upon request creation.
Please add the ability to set the due date for a request upon creation. We would love to be able to set the due date manually at request creation. For example, if I create a low priority request. the system automatically assigns a due date based upon the priority. I then have to go back in and edit the request and change the due date to a specific time. Unless I remember to do this, we are seeing many requests violate the SLA.
Show change history in asset history
In the history tab for an asset, changes that went through the change approval process that impacted that asset are not listed in the asset history.
Actions menu not visible in request list view when the technician does not have request "Delete" permission.
So we're still having an issue with this, even after the 9001 fix. We are running version 9003 with MSSQL. The actions menu at the top does not display still when the "Delete" permission is disabled. The first picture shows when the technician has the "Delete" box selected from the user permissions, and the second picture is when the "Delete" option is unchecked in our technician permissions. I know this was supposed to be fixed in 9001, but it does not appear it was.
about SITE attiribute
i cant see user SITE attiribute but its ok on Active directory what should i do ?
Creating New Incident via eMail
I'm working on creating an email that is sent in to create a new incident. I understand the variables and all that. In the Subject line I'm putting in the @SDP@. In the message body I'm putting in the additional @@variable=item@@ stuff. What I want to know is if it is possible to "HIDE" these variables or have them stripped after being sent via email. Could anyone please comment on this?
Mail fetching running but not fetching..
Hi, my server SDP 8.2.0 Build 8209 don't fetching the mails, I'm not sure what's going on because the McAfee was stopping the mails but I add java.exe and even telnet.exe in the Prevent mass mailing worms from sending mail as a exclusion. But it doesn't work. I add telnet because I see in the McAfee logs that it block. even I disable the Prevent mass mailing and later the Access Protection, or in a wrong way but to test if the fault is from McAfee but McAfee re-enable it. I add logs from SDP and
A few Question about Manage Engine / Service Desk
Hi everybody... i have begun to use manage engine ... 1. why i need to install Agent on my clients ? already i can see my assest when i use discovery on network so what does it provide me ? just remote control + ? thanks for replay..
Request assign notification not sent from time to time
Here is scenario: request created via web with default technician group set and in most cases technician from this default group picks up request or it is assigned by manager - notifications sent without any problem. By sometimes request is for another group and when manager assigns technician (from other than default group) SDP won't sent notification to technician (and what is strange - not always happens like that). All notification rules seems to be fine - this another group technician is not
self monitoring service for sdp
Can someone explain to me what this is and how I can use this?
Backup shcedule failed
Hi support, I'm using SDP 9 build 9003. I have an issue about backup scheduling. It's failed in the last 2 days. Path folder backup is already correct. Server is running properly. Please give me advice. Thank you.
Feature Request - Linux binary installer support should be extended to allow installation to ARM CPU architecture
There are plenty of resource capable single-board computers on the market. Many of them feature the ARM CPU architecture. Currently the Linux installer for ServiceDesk is compiled as a binary that doesn't get recognized. I suggest adding support to allow the binary to run on ARM CPU architecture computers. Here is some gathered information possibly highlighting the problem. The following was collected on a Pandaboard ES: objdump -f ./ManageEngine_ServiceDesk_Plus.bin ./ManageEngine_ServiceDesk_Plus.bin:
Japanese characters are collapsed on reports.
Dear All, I Installed ServiceDesk plus 9.0 on Fedora 20. Almost functions are works fine, but I have one trouble about reports. Japanese characters are collapsed like below. I think this issue caused that the Fedora does not have fonts. Please let me know the solution. Thank you
ServiceDesk Plus 9005 Released
Dear Users, SDP 9005 has been released and can be downloaded from the URL below, http://www.manageengine.com/products/service-desk/service-packs.html New Features in 9005 SDF-48763 : On Splitting a conversation as a new request, Site, Group and Technician of Parent request will be set to the New Request created. NOTE : This is a behavior change, earlier the Site of the Parent ticket alone will be set in the "New Request" created as a result of the split operation. SD-55847 : The size of the Reply/Forward
How can i rebuild search indexes?
Hi! After a failed upgrade or restore, search does not work. How can I rebuild search indexes?
Asset Computer Detail
Hi All, Thank you in advance for your help. Below are my questions: 1. In the servicedesk, asset menu, the computer have alot of detail when i did the scanning, like memory bank, VGA, etc. Is there away not to display the detail information? or is there away to limit the scanning to what i want? 2. Just a suggestion to the manageengine support, is it possible to give feature to choose which information that client want to see from asset menu. once again thank you for your help.
SDP not affected by Heartbleed
Hi Users, Heartbleed is a vulnerability detected in OpenSSL. The details can be seen here. http://heartbleed.com/ ServiceDesk Plus and AssetExplorer are not affected by this vulnerability as we do not use OpenSSL in the product. The default certificate is generated using the java keytool and not OpenSSL. So customers need not worry regarding this vulnerability. Thanks Shanmugam PL
ServiceDesk RESTApi ADD_REQUEST INPUT_DATA invalid xml on long Decription node
Hi there, I am in the process of finishing an integration in which the source system's ticket description field in throwing an error when I attempt to post via ADD_REQUEST. A sample of the call is attached. As you will notice the <description> field on the on the input_data will through an error: <operation name=\"ADD_REQUEST\"><result><status>Failed</status><message>Error when performing - ADD_REQUEST - XML document structures must start and end within the same entity.</message></result></operation>
Export from grid to excel for Assets
It would be extremely helpful to export the current data in a grid (such as software licenses) to excel for use and sharing outside of Service Desk.
Similar Incident SLA functionality for Service Requests
Currently, SLA's have the option for service requests to be fulfilled within a certain amount of time, but does not take into account time taken to respond. We would like to expand the functionality of the SLA's that are assigned to service requests. We would like the SLA's for service requests to be similar to those for incidents to include the time taken to respond to the service request and not just time taken to fulfill the request. On top of that functionality, it would be nice to have the ability
Automatic creation of requester from their email
Hi - fairly new to MSP so please forgive if I'm asking stupid questions. What should happen when a new requester emails in for the first time? Is he/she automatically created as a requester and email address added to profile? Is name automatically added to their request? Should their email address autofill to the "to" box when I click on the reply button? Thanks in advance for any help Bob
RestoreData Error
I had to migrate a server from version 7.5 to version 8, with a change of physical server included. Then I want to perform a restore from the last backup I had in the old system, but when I make gives me the following error: java.lang.NullPointerException at com.adventnet.servicedesk.tools.RestoreSDBackup.getBuildInfo(RestoSDBackup.java:706) Besides the above error shown above shows me similar errors. Someone can help me with this error. Greetings.
Error starting Servicedesk Plus
I'm running Servicedesk Plus in Windows Enterprise inside Vmware. If I shutdown Servicedesk and start again with "Servicedesk Server" I can't see anything happening. Running "run.bat" Servicedesk goes up but I can see error: Could Not Find C:\ManageEngine\ServiceDesk\bin\jndi.properties even though that file is inside this directory. Last line in DOS window last line is "Please Connect your Client at Http:/localhost:8080" but soon as I close that DOS promt Servicedesk goes down. Only way to start
Request Summary - Out by a day
Hey Since daylights savings, we're having an issue where our request summary page is out by a day. Sunday's should be on Monday's for example Anyone else experiencing this ? we're based in Adelaide, South Australia
Report against specific SLA
I make specific SLA's per issue but I can't easily report against that SLA I have to trick the reporting system by using a field or make use the subject field. Why can't we just report against the SLA? we don't use 1 sla for all tickets. we have many specific issues all of which need different SLA's which comes to my next request why do SLA's need to be so general why can't they be specific under tasks i can select an SLA why not have this for all tickets?
Problems with the choice of a member of the CAB when creating requests
Hello I have a problem with accepting submissions. I currently have left an empty field at level 1, when the user creates the application chooses from a list of a person accepting. Unfortunately, after some update there is n o longer such a possibility as an empty field in the levels of acceptance! I can not configure the DEPT_HEAD because I have two heads. If you do not select approver that request will be created without approval with the status open.
ManageEngine Support Experience?
We are evaluating new ticketing systems and I like ServiceDesk Plus, but our pre-sales experience has not been very good. They have not been responsive at all to questions, etc... Just wanted to get some feedback from users on whether their post sales experience has been positive with ManageEngine software or not. Do they respond to tickets in a timely manner? Thanks
Customize WorkOrder.do to add more functionality to Request View
I am trying to add another button to the "request view". Next to the Requesters name there is a button that allows me to view that requestors assets. I want to add another button there that opens a new window that points to a custom URL and passes the users username as a variable. Is this possible? I can't even find a way to edit the page in the first place. Any help on this would be greatly appreciated!!! Thanks, Ozzie Bock IT Analyst Support.com
Notes not showing in Request tab after upgrade from 8.0 to 8.217
Hi I upgraded from 8.0 to 8.217 and noticed the previous notes made by technicians are not displaying, is there a way or option to show the notes again from the previous log jobs?
Help for a report
Hi, I would like to have the same report like this one (but by group and not by technician). can you help me? Thanks SELECT au.FIRST_NAME 'Technicien', (SELECT COUNT(wo4.WORKORDERID) FROM Workorder_Threaded wot4 INNER JOIN workorder wo4 ON wo4.WORKORDERID=wot4.WORKORDERID LEFT JOIN WorkOrderStates wos4 ON wos4.WORKORDERID=wo4.WORKORDERID WHERE (wot4.THD_WOID=wot4.WORKORDERID) AND wo4.CREATEDTIME >= <from_lastmonth> AND wo4.CREATEDTIME <= <to_lastmonth> AND wos4.OWNERID=(wos0.OWNERID)) 'Total
Business Rule based on Job Title
I need to create a business rule based on the Job Title of the requester. This does not seem to be an options. Please add it.
Business Rules suggestion #1
Currently when setting up Business Notifications you have to select fields from the default set provided by ServcieDesk Plus. Suggest that you provide the ability to create business rules based upon the custom fields that an admin adds to both Incident and Service Request templates
Approval Process
Currently I have a Service Catalog task set up. part of this is that a number of people need to approve the submission. Since the person who can approve is not the same for each submission, this is manually done via Actions - Submit for Approval. At this point I enter a minimum of 2 people (sending an E-mail). Regardless of whether or not these people have approval status set on their account, they are able to approve or reject (which is fine by me!). The problem is, no matter how many people I send
Notify requester via email when request is overdue
How to notify requester via email, when his request is overdue? Need this option, because requesters want to know, what happend with his request.
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