Frequency of Service Desk Patches
Hello, I've noticed Service Desk Patches are released on quite a frequent basis. I wanted to get a feel on how update to date everyone is with the install of these patches, and also what the manage engine recommendation is on keeping up to date with the patches. Thanks in adavance
Edit requester data in ticket view
Hi, when I open created ticket, on the right bottom side I have requester data, is any way from this view to edit this tab and enter most important information for my like requester IP, or it's hostname (I created this field)? Or maybe is any way to add my custom created fields - IP or hostname to global request template and make it as necessary? thanks
independent log in on live chat external widget
HI, We are implementing the live chat widget, it is a very interesting proposal. However we see that it would be necessary to enable your own log in in the chat itself, to avoid redirecting to the SDP log in, being the same BBDD of users that is but without opening a window to log in and return to the previous one ...
Associate multiple emails with Requesters
Is there a way to associate multiple emails with a single Requester, so that no matter whichever email address the request comes in from, the same Requester profile gets associated with it? For example, we're a University and we hand out emails to our students under the Uni domain. Students use these emails to report issues - but at times also use their personal emails (gmail, yahoo etc.). It will be a great help if we can flag a student's profile with both their Uni email and personal email - so
Request Lifecycle Notifications
When defining a notification in RLC it sends a notification even if Criteria is not met. Please let me know how i can exclude some email addresses from getting the notifications. Best Regards Hein Juul Guttesen
Powershell - Pull Requester/Technician Details through Invoke-RestMethod
I'm trying to build a script that I can use in some automation processes and I need to pull requester and technicians details and I've tried building something with the API documentation but I'm currently getting a 3001 - Unknown error statuscode. My Current Code: $ciname = "Test Tech" [xml]$input_xml = @" <?xml version='1.0' encoding='UTF-8'?> <API version='1.0'> <citype> <name>Technician</name> <criterias> <criteria> <parameter>
ZOHO_SYMM_KEY is not open
Hello, We recently upgraded to version 10 Build 100006 in both our test and production environments. The production environment is functioning correctly. After the product environment upgrade was complete, we backed up and restored the PRODUCTION database to our TEST environment. We than run the database change tool and pointed it to the new database. On the surface, all appears to be working well. However, when we are trying to use the API to send requests to the Service Desk on TEST only (PRODUCTION
Use CMDB records in pick list field
Hi, I'd like to know if there's a way to populate a custom pick list with the list of users I have in the CMDB. I have 1000+ users and can't insert them manually.
Associated Request on Task List
Hi We are running 9.2 Servicedesk Plus on premise. We use tasks for our new hire template process. When more than new hire task is assigned. Its hard to find the actual main request name. You have to click on the request ID hyper link to get back main ticket. On the new service desk in cloud. It shows the Associate Request name when you click each task. See below. Is there any what to get this shown on the on permise version as well?
AssetExplorer licensing
Hello, We have 20 nodes including PCs, IP phones and printers and around 60 non-IT assets such as table, chair.... We're planning to use the FREE version before expanding and upgrading to Professional version. So the question is the FREE can be used to manage the non-IT assets above, we plan to manage them using barcode and does the free version include the barcode management module? Cheers
Change "Create an Issue" to directly go to New Incident in SelfService Portal
From the Self Service portal I see "New Issue" at top right which takes it directly to new incident, I want the same redirection on the "Create an Issue" instead of going to the template category and then New incident. How do i change this behavior?
Delete All Requests & reset Requests Number to 0
Dears , i am new user & i am in a testing Period , How can I delete all Requests using a query & reset Request ID Number to 0 thank you
[SDF-79156] Request Life Cycle Copies
Hi, Will be very interested if can add enable an option to copy Request Life Cycle. Can you add to your roadmap? Regards, Jordi
Request Life Cycle - Create Stage For Single Template
Good Day, I am experimenting with request life cycle and have a question. I will need to create additional request stages specific to individual templates/life cycles. However, I don't want these stages to be used for other request templates. Is there a way I can create a stage and limit it's use to a single template?
Preview Box over SR
Hi there, Is there any progress in fixing the preview box that appears when you hover over an SR? We are on version 9403 - was this fixed in a later version?
Api issue after 10.5 Build 10501
i have a script closing automatically tickets when have specific data in fields and adding HTML resolution via CDATA . That working until update 10.5 Build 10501 now plain text work normaly when try to give data via CDATA web sever response error 400.. have any info for resolve that issue? regards Mauro
Send a specific email template to the Requester when a STATUS is changed
Is there a way to send a specific email template to the Requester when a STATUS is changed on their ticket? I can't seem to find that setup anywhere.
Loan Registry
In the loan registry we are not able to book an projector if it is already booked out for a different date. Shouldn't we be able to book out equipment if it is not in use for that day. Situation: Projecter 999 is booked out for May 23, but i'm not able to book it out for someone else on May 25.
New work log
Can one edit or hide a field in the Worklog template? I'd like to delete or Hide the "Other charge" field? Thank you
Assign technician but group support unassign
Assign technician but group support unassign
Getting logged out after 3 hours after upgrading to 10.5
We're using SDP 10.5. We've noticed we're getting logged out after 3 hours of inactivity. This didn't happen previously. Is anyone else having this problem or is it a known issue?
[SOLVED] Changing "Location" in ticket automatically clears "Group"
Just updated to 10016, and on both the "Requests" page, and on the ticket view page, changing the "Location" automatically clears the entry in "Group". This is a big setback from 90xx. Why was this change made? Is there any way we can turn it off? Thank you,
Update notification via API
Hello, A customer of ours have made a request to make SDP MSP and their own ticketing system to communicate via API. We have managed to get their system to send(POST) information to SDP, but our problem is to get SDP to POST to their system. Is there a way to get SDP to send json file/string to another system when a request is updated, note is added or status is changed.
Dynamic Request Approval
I'm attempting to follow the instructions How to implement dynamic request approval using FAFR and custom triggers. Aside from the screen captures being broken links, I don't see any way to perform "Step 7" because there is no Status of "Waiting for approval" built into the system. A service request will be in "Pending Approval" but this isn't technically a "Status" either. How am I to trigger a script on this status?
Problem with extract the backup file.... "Enter password"
Hey. I try to restore the backup, but after selecting the correct archive I get a request to enter a password. But I did not set any password when creating a backup! What is the password then?
Amalgamate Software of Different Versions
Hi, Is there a way to take all the scanned versions of a piece of software (1.0, 1.1, 1.2, 1.3...) and group them together? Even if it was just grouping the major version releases so that all the minor releases were associated to them. The issue is that we get back dozens of versions of these different pieces of software (which we're moving to unify over time) and it makes a mess of our software assets. Additionally, it makes visibility of the truly different pieces of software across our organization
Update JRE to Java 8x release
Due to both the security issues in Java 7 and the missing Certificate Authorities (esp Let's Encrypt) we need to upgrade Service Desk Pro to the 8x version of the JRE. We followed the directions used for Application Manager (https://pitstop.manageengine.com/portal/kb/articles/migrating-the-jre-bundled-in-applications-managerand) it worked for the Password Manager module, but not the Service Desk module. After the folder swap we get an error in the Wrapper.log for the maxpermsize=. INFO | jvm 1
Servicedesk is not start
Dear Sir When install a new Servicedsek in my exsi, it`s successful to install. But when I open,login with administrator,nothing to show me.The picture is foilow as: What can I do next? My Server info deitel: Intel@ E2660 v2 *10 Mem:10G HDD:200G
Dynamic Workflow and dependancies
I'm trying to create a dynamic workflow that goes something like this Step Trigger Task 1 On request creation Create Account A 2 Closure of 1 and if <request field> = "YES" Create Account B 3 On request creation Order Equipment 4 On close of 3 Configure Equipm I've tried using task dependancies however I can't see how to apply a criteria to dependancies. I also tried using "set task" actions on field and form rules. This didn't allow for timing of when the task is opened in the
Error feching mails from server
Hello, Buid number: 9121 Database: Mysql Support file: attached i have the following error: i try to fix doing the following: https://support.servicedeskplus.com/portal/kb/articles/applying-mail-server-s-certificate-in-servicedesk-plus but i receive the following error: C:\ManageEngine\ServiceDesk>gencert.bat 10.141.128.40:25 C:\ManageEngine\ServiceDesk>jre\bin\java -cp lib\cert.jar InstallCert 10.141.128 .40:25 Loading KeyStore jssecacerts... Opening connection to 10.141.128.40:25... Starting SSL
Create Multiple Request
Hi, At present i am probe a script in python for create various request over one create. but generate error at the moment the execute. someone can guide me in the Management of these. Attach files in Python
Report poor ServiceDesk Plus support
Who could i contact to report poor support from a ServiceDesk plus technician? I have been trying to get a problem resolved for weeks now and I literally get 1 response MAYBE every few days. The issue i have been trying to get resolved is urgent, and the SDP tech new this but yet there has been no sense of urgency coming from this specific SDP support tech. I would like a contact to report this individual. Thank you
Add small image carousel
Add a small image carousel below ticket so that you can easily see images attached and click on one to expand. I was thinking just a small bar that runs across the screen that show all images, then when you click on one it can expand. Replacing whats seen below With something like the logos in this image from google Image from google..
[SOLVED] Template Creation Date
How can I tell when a template was created? Specifically Service catalog templates. It would be nice if that information was at the top of the template.
Automatic reminder for to technician for open ticket
Is there a way to have a technician receive an automatic email reminder stating that there is a open ticket that has already been assigned to them that is still open after 2 days?
[SOLVED] [SD-77595] Blank Approval E-Mail when using "Add Stage" Button
When I add a new approval stage to a Service Request using the "Add Stage" button, the approver is receiving a blank e-mail instead of the approval e-mail template. I do not see this problem when adding another approver to an existing stage. I also do not see the problem if the earlier stage isn't yet approved so the approval e-mail doesn't go out immediately. To reproduce: 1. create a Service Request 2. add an approval 3. approve this approval 4. press the "Add Stage" button to create another
Webhooks and Jamf Pro and ServiceDesk Assets
Jamf Pro can send data over via Webhooks. Can this be used to sent the normal XML file for Macs that get created with the .sh script from manageengine. Jamf Pro
Configure Requester Access to Multiple Sites
Hello, I am part of an IT support team for a restaurant management group. The restaurant management group manages 5 different restaurant concepts with each concept having at least one restaurant location (some have 5+)... Our current configuration in Manage Engine is as such: -Each restaurant location is configured as an individual site (ex. River City Cafe #1, River City Cafe #2, etc.) -We have created 4 separate departments (restaurant managers, area managers, directors of operations, and administration)
issue fetching mail
I have changed the email address to receive the mail and sometimes the following message appears with the error: Mail fetching is delayed ....due to start time and finish time is ZERO Any idea for solution this issue? Thanks and regards,
[SOLVED] Report for Tickets passed from group to group
Hi Would it be possible to have a report on tickets passed from a certain group to another group please ? We are on build 10.0 Build 10012 Using PGSQL Thanks Ryan
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