Worklog reports
Hi all, I would iike to have query that sum all working hours from worklogs in tasks in requests, problems, changes and projects. Idea is to have insight in all technicians activities in specified period of time. I am using MSSQL as database.
custom trigger in incident and change
Hi, custom trigger in incident has features that do not exist in change. There isn't email notification, sms notification, operational hours in change, which is as useful in change as it is in incident. Will these features be added in future versions? Thanks.
[Tips & Tricks] Populate Department name based on selected User name
Scenario: A particular incident template has 2 additional fields "User name" and "Department name". When users submit a ticket with this specific template, while typing the name ( on the user name additional field), it should populate the appropriate user names list within the ServiceDesk Plus. On selecting a user name, ServiceDesk Plus should automatically populate the selected user's department on the department name field. Solution: Create a new 'Single Line' additional fields for "UserField"
REST API criteria
Hi! Can I make a complex request to the REST API? Logic: ('CI NAME' CONTAINS "value" OR 'Description' CONTAINS "value") AND ('Asset State' = 'Approval' ) Possible example: <criterias> <criteria> <parameter> <name compOperator="CONTAINS">CI Name</name> <value>server</value> </parameter> <reloperator>OR</reloperator> <parameter> <name compOperator="CONTAINS">Description</name>
Disable new request button for users
Hi, We're using servicedesk plus and I was wondering if it's possible to disable the new requests button for users. We want to only give them insight in their requests, not give them the ability to log requests them self. Thanks in advance
[Tips & Tricks] Auto-approving a change
Hello folks, A change is to control risk and minimize disruption to associated IT services and business operations, consequently ensuring that the best possible levels of service quality and availability are maintained. A major change that can have a medium to high impact on business operations and may have financial implications that always requires CAB approval, as well as management approval. Whereas, changes like patch deployment or OS upgrade that occur routinely and have low impact, less risky
Add custom security to the report folders for groups or technicians
A lot of our Servicedesk plus clients need to use custom security in the report folders. For example: IT service group or technicians could have access just for their reportes or Security department have access to the security reports. It is possible this functionality?
[ForYourInformation -48] Comparing Service Level Agreements (SLAs) and Operational Agreements (OLAs)
A Service Level Agreement (SLA) is an agreement signed between an IT team/service provider and users/customers to provide a particular level of service. It can take the form of a formal contract or a statement that may include several operational metrics. SLA focuses on the service part of the agreement, like uptime of services and performance. Unlike SLA, an Operational Level Agreement (OLA) is an agreement between the internal support groups of an organization that supports SLA. According to the
Can we colour code by Techinican
Kia ora everyone from New Zealand. Very new to this product and also not the superuser here at work so i was wondering if we can colour code the requests by technician. i see we can colour code by Group, Priority, status but not by tech 1# is this possible, if so; 2#how can i do it
report project and departament
Hel I get this report monthly but I would like to add the departament column or type of task that is the same for projects. Can you help me? Thank select max(tc.chargeid)"Charge ID", max(au.first_name)"Técnico", max(ct.description)"Descripción", max(pd.title)"Proyecto", max(md.title)"Fase", max(td.title)"Tarea", TO_CHAR((sum(ct.TIMESPENT)/1000 || ' second')::interval, 'HH24:MI:SS') "T. Empleado", longtodate(max(ct.ts_starttime))"Código", longtodate(max(ct.ts_starttime))"Start Time", longtodate(max(ct.ts_endtime))"EndTime"
Change custom requests columns in request list for all users
Hi, I'm searching for option or query to change default columns in requests list for all users. Do you have any solution? What should I do? Thanks for helping
[Term of the Day]:VoIP
Term of the Day “Voice over Internet Protocol” Definition — What is VoIP? VoIP stands for Voice over Internet Protocol. It can also be referred to as IP telephony or internet telephony. At the simplest level, VoIP phones use hardware and software to handle telephone calls using VoIP technology. The traditional method for domestic and business telephone systems used the legacy technology of the Public Switched Telephone Network (PSTN) or Integrated Services Digital Network (ISDN). In VoIP telephone
change password, Active Directory
Hello when I want to import users from Active Directory to servicedesk plus, can I filter the import Process users from Active Directory? For example, can I set a filter that does not import password of Users when import users from Active Directory? my senario is when user in servicedesk plus change password, after Import User(s) from Active Directory or use Import Schedule User(s) from Active Directory, password of user change to Active Directory Password. I do not want this to happen and I want
Exporting all incidents
I need to get an export of all incidents and notes but the normal route i'm seeing being recommended by doing the New Custom Report --> All Incidents, isn't exporting all the data I need. The main portion I need is to be able to export the requester email address (email of who opened the ticket) and all the notes from the ticket. The ticket ID, Description, status, priority, created date and subject all export fine through the custom reports, I just need a little more info with the export. Is there
[Term of the Day]: Geofencing
Term of the Day "Geofencing" Definition — What is Geofencing and what is it used for? Geofencing is a location-based technology for setting geographic boundaries defined by GPS or RFID technology and the administrator can set up triggers that send a text message, email alert, or app notification when a mobile device enters (or exits) the specified area. Use cases for Geofencing are diverse, with both major enterprises and local businesses now embracing location-based offers. Here are some of
email integration
Hi. I'm using servicedesk plus, and I have it integrated with email, to let the users to open SR. I have configured some alerts in notification rules. The only thoing I don't know how to do is communicate with user via email, I allways have to send answers to users from the console itself. Could be great to enter the application only to change status of SR's, not to answer the users to their SR. How can I communicate with users via email? I hope I have explained OK. Thanks.
Inability to force-own a Change Ticket (CID)
Hi, Is there a way any of the Team member to force-own a specific Change Ticket (CID)? There is a challenge when the Change Ticket owner is on a long leave or on an Emergency, we cannot force-own his ticket since only him or a "superuser" can re-delegate or re-assign the Ticket. Thanks!
Checklist Problems and Ideas
Good Day I really like the new Checklist function. However, I think there are a few things that could be improved. First, there is a character limitation to the Item Name, which limits us in describing what to do. It would be great if this limitation could be lifted. Second, I tried to put some of the information alternatively in the help text field, however most of the time it is not displayed. For example I added some URLs, which are not displayed when hovering over the information icon. It looks
Convert CREATEDTIME to readable format
I am trying to run a custom report from our MS SQL Server and the dates are important. All of our ticket's CREATEDTIME show up as "1169135575865" I have the SQL statement below that gives me any ticket created between 1-1-2007 and 3-21-2010 which is working perfectly. Now I need a method to display the CREATEDTIME in a readable format such as 3/31/2010. Ultimately I want to group tickets based on CREATEDTIME into each month. WHERE DATEADD(s,WorkOrder.CREATEDTIME/1000,'01-01-1970') >= convert(varchar,'2007-01-01',21)
[SDF-81171] agent for discovering Linux, android and IOS
Hi, Is there an agent for discovering Linux, android and IOS operating systems? Many services are located on Linux servers and the SSH protocol is not suitable for their Discovery. Also, due to prevalence of using mobile devices, many users use Android and IOS operating systems, and many of the organization's software work on these operating systems. Is there a plan to solve this problem? Thanks.
Request Type Not Available In Reports
Is there a reason the Request Type field is not available when selecting columns for a Custom Report? Oversight?
[SD-89689] How to modify "Attachment dropped due to size restrictions" notification
When You send a mail for fetching with a document more than the limit. You received a notification. We want to translate this notification and add a link to upload the large attachment. Where do you modify the notification? Regards
[Tips & Tricks] Best Practices for Password Management
First, I want to provide you with some statistics from the 2019 State of Password and Authentication Security Behaviors Report, which compiled the results from a survey of 1,761 IT and IT security practitioners: 69% share passwords with colleagues to access accounts. 51% reuse passwords across their business and personal accounts. 57% who have experienced a phishing attack did not change their password behaviors. 67% do not use any form of two-factor authentication in their personal life, and 55%
Asset Explorer - Updating and Migrating
We're currently using Asset Explorer 6.1.0 Build 6128 on a Windows 2012 server. I would like to update the software on the existing server then migrate to a new Windows 2019 server. Could anyone point me to any instructions/documentation to accomplish this task? Thanks in advance.
Convert assigned time to date / time
Hi i would like to convert the following 1435092529026 in to date / time. What would be the formula to convert Thanks Microsoft SQL 2012 Service desk plus build Your Version: 11.1 Build 11118
Authorization Warning : on accessing view solution from Self Service Portal
If you happened to come across situations, where users are unable to access "I am looking for a Solution" from their Self Service Portal, even though they have access to the solutions tab. Then this article is for you. Behavior Change: 11118 SD-89683: If any custom widget is configured with the '/SolutionsHome.do' URL, then the operation param '/SolutionsHome.do?action=view' must be included in the URL, or else an error message mentioning "you are not authorized" will be thrown. Solution: (Applicable
[Term of the Day]:Unified Threat Management
Term of the Day “Unified Threat Management” Definition — What is UTM and its benefits? Unified threat management (UTM) is an information security term that refers to a single security solution, and usually, a single security appliance, that provides multiple security functions at a single point on the network and protects the users from a blend of sophisticated cyber threats. The all-in-one solution will make your IT security much simpler, more unified, and easier to manage. A UTM appliance
[SD-79491,SD-78846] Job Execution Failure - Common Notification Job Executor
Greetings, Since upgrading from 9426 to 10016, the error log is receiving lots of the following error in the JOB_SCHEDULER module, Sub Module: CommonNotificationJobExecutor... System Log details: System Log Message: JobExecutionFailure: jobId:1265542; ErrorMessage: java.util.concurrent.ExecutionException: java.lang.NullPointerException; JobInfoObject: {"errorInfo":[null],"jobId":[1265542],"jobInput":["{}"],"executorClass":["com.manageengine.servicedesk.jobexecutors.CommonNotificationJobExecutor"],"moduleName":["COMMON_ACTIONS_NOTIFICATION_JOB"],"jobInputObjectStore":["com.manageengine.jobscheduler.JobInputObjectStore@621d918d"]}
FYI: Fixing Requester Self-Service Portal Home Screen URLs
Attached screenshots for reference. The View Solutions button in my requester's home screen inexplicably lost a part of it's URL (?action=view) and was returning a "You are not authorized to view this page" for all requesters and technicians who followed the URL due to this. The ticket I had open with support was elapsing 16 days with no progress, and I quite by mistake stumbled upon the fix: Clicking Theme -> Edit gives you this code editor. (you get to this screen though Admin -> General -> Self
[Term of the Day]: Endpoint Protection
Term of the Day "Endpoint Protection" Definition — What is Endpoint Protection and why is it crucial today? Endpoint protection is a term often used interchangeably with endpoint security. It refers to the approach of protecting an endpoint business network when accessed by remote devices like smartphones, laptops, tablets or other wireless devices. Every device which can connect to a network poses considerable danger. As these devices are placed outside of the corporate firewall on the edge
[DidYouKnow-42] Why your apps need Short Session Timeout
Keeping your applications secure and data protected is a growing concern in today’s era. Security compliance is of the utmost importance across all organizations and failure to do the same might lead to data loss and business risk. As an enterprise organization that is particular about compliance and security, you might want to ensure the security of your data by implementing a strict session inactivity timeout limit. Also, the Session timeout plays a significant role in managing the system resources
[SD-82344] SDP & SCCM Integration
Hi, I'm trying to integrate our SCCM with SDP. We are running SDP 10508 & SCCM CB. The issue I have is our SCCM DateBase is not on the default instance. I've tried adding it in via Admin >> Discover >> SCCM Integration then filling in the fields. The user guide has no information about instances. However I can not get it to connect no matter the config I put in. eg Hostname: ServerName\InstanceName DataBase Name: SCCMDB or HostName: ServerName DataBase: InstanceName\SCCMDB I've triple checked
Script in iOS and Android not working
Hello, I have a problem with the iOS and Android app, I have a script running in my templates that autofills some data in the request. The script that I am using is below: --> START SCRIPT <-- var fafr_key = "WorkOrder_Fields_UDF_CHAR3"; var api_key = "udf_sline_1"; var additionalFieldValue=$CS.getValue("REQUESTER.user_udf_fields."+api_key); $CS.setValue(fafr_key,additionalFieldValue); --> END SCRIPT <-- The script runs on "Changing of a Field" when the requester is filled. I use this script for
Automatic 48 Hour Hold
Is there a way that a ticket can be placed on a 48 Hour hold then automatically resolve out on resolution? For example, I go to resolution, enter my resolution and select say 48 hour hold from the status. Then in 48 hours if all is well and there is no response to the contrary from the requester, the status goes to resolved and we are done. This would give the requester 48 hours to test without the need to reopen the ticket after it's been resolved. I know I can do this manually by going in, setting
Assets management
We are using service desk plus and for asset management it fails to scan the machines connected to our network. It ends up with the following errors, 1. Credentials is not configured 2. General failure while performing the operation 3. Connection to the RPC server in the workstation failed 4. Failed to communicate the Agent. We have configured the credentials, the port 9000 is enabled, at times it does scan at times it will fail. Need suggestion and help in regards to this ASAP.
configuring sms sending
Hello , I would like to know which protocol is supported by Service desk plus for configuring sms sending Att
Issue with incident requests loading for requestors
We currently have 50+ incident requests templates within our business that work perfectly fine. However, there have been a few that i have created that just wont load for staff (either an error message appears, or the page just doesnt load. Has anyone experienced this?
How to Display Integrated Menus to Another Helpdesk Instance?
Hi, We're currently evaluating the ServiceDesk Plus Pro and we just noticed that after we created new Helpdesk Instance, the integration menus such as Desktop Central, MDM, ADManager Plus are not visible in new Helpdesk Instance. Any idea where to set this?
Problem in Duplicating a Request
hi everybody When I want to duplicate a request, Description of the request will repeat Continuously in duplicated request. 3 times or 4 times!! My Servicedesk Build number: 11116 DB : SQL Server here is some snapshots in attachments Best Regards...
IT asset, non-IT asset
hello i have two printers, one of them is IP printer and other is non-IP printer i want to add them to servicedesk plus, in SDP we have one product type as printer and it is an IT asset My question is what is the best practice in this case?
Next Page