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?
different login form for admins and users
One of the security features of web applications according to OWASP, There is a different login form for admins and users. How to create two separate login forms in the servicedesk plus?
Apply Business Rules to current requests
Is there a way to apply Business Rules to requests that already exist? The options are only for when a request is edited or created, but I think it would make a lot of sense if you could apply for existing open or closed tickets. The same way Outlook Rules can run and apply on emails.
Push notification need to live internet connection in SDP Server
Hi, I have question for get push notification in SDP mobile app. I active this feature on SDP and install app on my Android mobile device. When I disconnect internet from SDP server, push notification doesn't send to my mobile and when I connect internet to SDP server, I get push notification. Does this feature an live internet connection on SDP server? Thanks for helping
Push Notifications in Android App
Hi, Push notification in Service Desk Plus Android App is not working even though my application is upgraded. My SDP Version : 11121 My Android App Version : 5.2.4
Remove First Response requirement
Hi, Is there a way where we can remove the "First Response" requirement upon acceptance of Ticket? We would want to lessen the steps needed to complete the Ticket Acceptance. My idea is to have it automated. Send the response to the Ticket requestor upon Ticket Acceptance instead of crafting an email or sending a template or putting a note that adds another step. We would want to implement LEAN on this and remove another step. Thanks!
[Term of the Day]:Search Engine Marketing
Term of the Day “Search Engine Marketing” Definition — What is SEM? Search Engine Marketing or SEM (also known as Search Marketing) is the practice of gaining traffic and visibility from search engine results pages, using both paid and unpaid efforts. Traditional SEM is made up of two processes: “organic” search engine optimization (SEO) and pay-per-click advertising (PPC). SEM was an umbrella term that incorporated search engine optimization (SEO) and paid search. Over time, the definition
Bad Request Error
Using Postman, I added the TECHNICIAN_KEY to the header and got the following error: "response_status": { "status_code": 4000, "messages": [ { "status_code": 401, "type": "failed", "message": "V3API restricted for Path:/api/v3/requests Method:POST" } ], "status": "failed" } Is this a permissions error?
[Term of the Day]: Backdoor
Term of the Day "Backdoor" Definition — What is a Backdoor in Computing? In layman's terms, a backdoor is normally a door that is obscured from the general public. It is not normally used as an active passage in the everyday working of things. Imagine you're a burglar casing a house for a potential robbery. You see a "Protected by…" security sign staked in the front lawn and Ring doorbell camera. Being the crafty cat burglar that you are, you hop the fence leading to the back of the house. You
Service Hours
Hi, Currently, we are not able to set the Service Hours: Monday 5AM - Saturday 7AM. Our Server Team is on a 24/5 shift only and not on 24/7. How can this service hours be set? Thanks!
Can the Recent Items button be made more accessible?
The Recent Items button is at the top of the page. If I've scrolled down a long request, I have to scroll to the top to access it. Can it be duplicated on the request toolbar? There's already a Back To List View button on it. A "previously viewed request" button there would be handy too, if one is swapping between two requests.
Additional Fields on ESM Instances
Hi, As I saw in this forum, it's possible to change globalconfig table to grow the initial limit from 50/90 UDF fields to 200. Are these UDF fields common to all ESM instances or can each one have up to 200? Thanks, Pedro
Field and forms rules - Incident template
Hi! I'm creating a new incident template and wondering if it is possible to create a rule if the field Date/Time is less than 5 days ahead you will get a prompt saying "You cannot submit a change that is less than 5 days ahead, please call ServiceDesk....". You will also not be able to submit the request. /Marcus
Log of attachment access
Hi there, Is there a log of activities within a request, especially open/download of attachment? Thanks!
[Community Digest] ServiceDesk Plus - August 2020
Here is your ServiceDesk Plus Monthly Summary for August 2020! Service Packs: A total of three service packs (11123,11124,11125) with numerous features and issue fixes have been released. Please refer to our ReadME article for complete details. Behavior Changes introduced with these service packs: When a technician whose login is disabled is re-imported via Active Directory, the login permissions will remain disabled. The default custom view for requests is now set to 'My Pending Requests' for requester
change passwords
Hello in servicedesk plus we can change passwords of users, is it possible to apply the changed password in active directory?
Upgrade windows server standard 2016 to 2019
good morning dear, I have a question, my team uses the service desk plus with the windows server 2016 standard and the SQL server interprise 2016 database We intend to migrate the server to windows server 2019 standard we would like to know if the SQL server database interprise 2016 will be compatible. Thank you. Att
Enable faster update of "percent complete" in Tasks view
Hello, it would be very useful for our technicians if they could quickly update their percent complete from the main list (show below) rather than having to go into each task and update the percentage there. Another suggestion: it would be very useful if we could see the title of the associated entity that the task belongs to. Currently, technicians have to go into each task to see that information. Having a column on the main list (below) would be a nice efficiency.
How to consider system notification as first response
Hi, I define new Request Life Cycle and send notification by click on transition. Now I want to consider system notification as first response. What should I do? Do you have any option for my need? Thanks for helping
Field and Form Rules scripts
Is there any "good" documentation on building and writing scripts for the field and form rules? There are a few examples but it's hard to build scripts if I cannot find a list of field variables, or command states, or proper coding techniques. It seems this a an amazingly powerful tool but would be even more powerful with a little documentation. Can someone point me in the right direction for something?
How to work "Allow Automatic Generation of API Key"
Hi, We configured "Allow Automatic Generation of API Key" in SDP to automatic login with SDP mobile app by all users, but error me and need to generate API Key. I need to access SDP by mobile app without generate API Key one by one. What should I do? I attched my configuration and error. SDP version: 11.1.15 DB: MS SQL Thanks for helping
Part 2: Recovery Time Objective - Plan of Action
In our previous post, Part 1: Recovery Time Objective - Plan of Action, we saw why RTO is important and various factors around it. And as promised, we will explore some of the common methods of recovery used by our users for our application. These methods have their own up and downs. In fact, there are methods that we specially recommend because they are designed by us. And we consider them complete-and-viable solution for recovery. Every other methods are simply workarounds for quicker or ease of
Part 1: Recovery Time Objective - Plan of Action
We recently saw why RTO, Recovery Time Objective is an important factor for running a profitable business. Let us now explore some of the best practices related to it with the ServiceDesk Plus’s perspective candidly. The Why, behind Recovery Time Objective: There are two important factors that we will have to consider in this case: Allowed Downtime/Affordable Downtime before the systems when can be bought online and Recovery Time - The time is taken to bring systems back online realistically. Strategically
[Term of the Day]: Progressive Web App
Term of the Day “Progressive Web App” Definition — What is PWA? A PWA is a web app that uses modern web capabilities to deliver an app-like experience to users. It's built from the web technologies we all know like HTML, CSS, and JavaScript, but with a feel and functionality that rivals an actual native app. PWAs run in the browser, so there's no need to download the app from the Google Play Store or iOS App Store. Twitter is one good example of a progressive web application. When you access
FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Authentication Failed
hello I have this problem email FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Authentication Failed using the given username and password. - The Telnet responds to the server and port - The passworld and email configuracion is OK
[Term of the Day]: Denial-of-Service (DoS) Attack
Term of the Day “Denial-of-Service Attack” Definition — What is a Denial-of-Service (DoS) Attack? A denial-of-service attack is a type of cyber attack to prevent or deny legitimate users from accessing specific computer systems, devices, services, or other IT resources. DoS attacks are typically executed using the DoS tools that send many request packets to a targeted Internet server (usually Web, FTP, or Mail server). The attack floods the server's resources and makes the system unusable. Unlike
Problem in Remote Access in Web RDP
Hi, I have a problem with remote access by Web RDP in any other language except English There is a security problem that I don't know what... how can I fix this?!! please check my screenshots from web remote page in Attachments...
Where is the Edit button for assigned ChangeOwner
Hello, my ChangeOwners are reporting they don't have access to the Edit button for changes to which they are assigned. Accoridng to this article though, it appears they should have access to the Edit? Please help! https://help.servicedeskplus.com/change/change_faqs.html%242
auto close request when closing associated change
Does anyone know how I can automate the closing of a request that is associated with a change? Basically I want to closed the associated requests when the change is closed.
[DidYouKnow-41] Glowroot bundled with ServiceDesk Plus
Introduction: Glowroot is a simple APM (Application Performance Monitoring) tool useful for monitoring Java-based applications. It has a feature which allows tracing for slow requests and errors, it is also possible, logging trace time for every user action within the ServiceDesk Plus. https://glowroot.org/ Glowroot is now bundled with ServiceDesk Plus and available from 11124 builds onwards. Note: This tool is not enabled by default and need not be enabled until explicitly told so for performance
Request Closure Code Notification
Hi there. I would like to get any update on the status of three new features related to Request Closure Code notification. May you update it? SDF-45930 SDF-40452 SDF-53130 Thank you for the information about it. Regards.
Cannot Adjust Work Log Charge
Updated to ServiceDesk Plus v8216 recently. Now when entering a new work log for a request you can no longer modify the total charge. If you wish to credit the charge (not charge for the work done), i.e., enter a negative value for "other charge" which is now the only field you can modify the other ones are read only, you cannot. Now we have no control over billing other than what ServiceDesk calculates and insists upon. We need a way to adjust the total charge per work log entry. As is, this
[Term of the Day]: Agile Software Development
Term of the Day “Agile Software Development” Definition — What is Agile? Agile is an umbrella term for light-weight frameworks, tools, and techniques that help teams and organizations achieve agility. The Agile software development methodology is one of the most simplest and effective processes to turns a vision for a business need into software solutions. Agile mainly focuses on keeping the process lean with continuous planning and continuous testing before anything is final. Feedback is
[SD-89181] SDP 11125 can't send email notification (configured in Business Rules)
Hello. We have SDP 11125 (updated today) but the problem is verified also on 11124. We have several business rules configured to notify by email some technicians when a new ticket arrive (based on ticket values / to / cc ...) but this type of notification does not work anymore. The requester correctly receives the email with the assigned ticket number. The technician who is manually / automatically assigned to the ticket also receives the email. No other interested technicians (that we want to keep
[Term of the Day]: Click-Through Rate (CTR)
Term of the Day “Click-Through Rate” Definition — What is CTR and why is it important? CTR, the acronym for Click-Through Rate is the most common metric for measuring engagement within an email campaign. It is a measure that refers to the number of times a webpage advertisement is clicked, compared to the number of times it is displayed; it does not include the people who failed to click, yet arrived at the site later as a result of seeing the ad. Your CTR is one of your key performance indicators
Change Request URL
How do I change the URL that is displayed in Email replies, and auto acknowledgements? The URL was originally helpdesk.domain.com:8080 but I have this routed through and NGINX reverse proxy so is now only helpdesk.domain.com. I've followed the steps listed in here: https://pitstop.manageengine.com/portal/en/community/topic/requestlink-displays-https-in-email-notifications, but to no avail. There is no difference. The changes are being applied, as if I change the $requestlink to 'Test' it makes the
Time & Date Value
What is the value of time and date in the system? I am trying to update some timed fields in requests, specifically the scheduled_time value of on hold. how do I generate the numeric value for the value field from a date time picker or the conversion of a specified date and time. "scheduled_time":{ "display_value":"Tue, Sep 8 08:00:00 EDT 2020", "value":"1599566400000" }
Multiple Operational hours for a site
It's possibile insert multiple operational hours in a site? I've few clients with different supplier with contract hours different (e.g. 8-18, 9_20) and the SLA calculation is wrong because there is one set of operational hour for a site
Unable to start Service Desk
Good afternoon, I was applying an update and it ask me for make a backup during the process. I forgot to modify the upgrade script and I forced close the update manager from task manager (otherwise it will start to backup data and we don't want that). Now when I'm trying to start Manage Engine Service Desk from run.bat it says the following: Starting Server from location: D:\ManageEngine\ServiceDesk Free edition... Previous Patch not applied properly, hence contact support team Problem while Starting
Previous Patch not applied properly, hence contact support team
Hi! There was a trouble with the update to 9.4.18 process: after I choosed an update file I accidentally pushed the ^C key and after that I cannot do any update. So I restored backup from 05.09.2018 by new installation and rename old installation folder. How can I copy from the old folder to the new folder the files (or something else) with requests till 19.09.2018?
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