[ForYourInformation -46] Ticket raised by My Asset Widget can be configured with a particular template
Introduction: Users can raise an incident ticket for their assets through [Home page >> My Assets]. The user needs to click on the "Report an issue" button to raise a ticket for the particular asset, on clicking the button user will be taken to incidents list pages. Users can select the appropriate template to submit the ticket. Scenario: One of our customer requirements was to show a particular incident template (which has the pre-filled fields ) instead of listing all templates while clicking
Version Update Problem
I am havingthe following problem during version update, can you help?
All Assets and Managed Software by Full User name
I've seen some queries here that were close, but not exactly what I'm hoping to produce: Would like a report organized by User (full name, not login name) that lists ALL assets assigned to that user, as well as only "managed" type software loaded on their machines. Thanks much!
Uneditable a request assigned to a technician
Hi, A request assigned to a technician in a group can be edited by other technicians in the group. How can I prevent this from happening? I want when a request is assigned to a technician, that technician can make fields of that request uneditable for other technicians, and other technicians can only view the request or define a work log. Thanks.
[Tips & Tricks] Auto-assign when a technician edits an unassigned ticket
Scenario: One of our customers had come up with a requirement that when a technician edits an unassigned/unpicked ticket, the ticket should get auto-assigned to him. This is to ensure that the ticket doesn't go unnoticed and handle the ticket assignment better. Solution: A simple custom script, $CS.setText("TECHNICIAN",sdp_user.USERNAME); This has to be configured as a global field and form rule with the condition Technician is not specified, then execute the script.
[SDF-37155] Task Comments need rick text box
I see that you added rich text to task descriptions. Thank you! But Can we also get you to add rich text (images and docs) to the task comments box?
[SDF-70628] Adding approvals after request beeing Closed
Hi, It seems to me that after going to a Completed status like "Resolved" or "Closed" status, it is possible to add new approvals (and stages) on that request. Shouldn't it be disabled by default? I can remove it from the Actions menu (Submit for Approval) or remove the Actions menu itself with a script on Page Scripts but, if the request has got an approval process, I can't disable the "Add Stage" or "Add" approval buttons. Is it possible? Thanks, Pedro
[Term of the Day]: Post Implementation Review (PIR)
Term of the Day “Post Implementation Review” Definition — What is PIR and what is its key goal? PIR, the acronym for Post Implementation Review is a comprehensive feedback mechanism that takes place after a change has been implemented. This is done to evaluate the success and effectiveness and to identify the opportunities for improvements. The Post Implementation Review (PIR) process collects and utilises knowledge learned throughout a change that can be instrumental to optimise the delivery
Custom Report
Please provide a report Requests SLA violated for this per technicians on an request Columns: Ticket ID Created Date Requester Defined SLA Assigned Date Assigned Time by : h:mm Assessment technician technician spend time by: h:mm
[Blog] DevOps: A Philosophy for Rapid Progress
In the day and age of reaping results immediately, one set of practices that can be followed to achieve that effectively on a broad scale can DevOps. The lingo stands for nothing but Development Operations. The philosophy behind it could be thought as to fail fast and fail small. And this is a very cost effective way to run any form of operations. This is in stark contrast to the Japanese philosophy of Kaizen- continuous, paced improvement. Where Kaizen could be thought of as a life lesson, it might
[SDF-28921] Two search Suggestions
· Better Global Search – Allow the global search to search requests’ conversations and not just the main request detail section and notes. · Better Task Search – have a global search for tasks or have the current global search include searching tasks.
Status and history of request Table
Hi, What's SQL table name of Status and history of request ?
Error in Downloading an Attachment in Problems
hi in Problems Module, I can attach a file Successfully but when i want to Download an attachment file , SDP Show me this Error: "Unknown error occurred while processing your request." sdp Database: sql server my sdp version: 11116 here is support file and screenshots in attachments Best Regards.
[Term of the Day]: Recovery Time Objective
Term of the Day “Recovery Time Objective” Definition — What is RTO and why is it important? RTO, the acronym of Recovery Time Objective represents the maximum acceptable amount of time for restoring an unexpected failure or disaster and not result in significant damage to a business and regaining access to data after an unplanned disruption. It comprises of the following components: Starting from the point of disaster, the time before a disaster is declared, the time to perform tasks (as documented
Wrong Asset attached to request
Anytime a request is submitted, the request will select and add the first asset that is assigned to that person alphabetically. Most of the time this doesn't help us because it will select a printer or monitor. It just goes off of the name of the asset. Most of our users are assigned only one IT Asset and a few NON IT Assets. Is there a way to have the Asset Field ONLY pull their IT Asset when a request is created? This means it will almost always be their computer that is added to the request.
[SOLVED] pass-through authentication AND DOUBLE AUTHENTICATION
DEAR SUPPORT I HAVE SDP 11.1 for easy of use we decide to enabling pass-through authentication. we do all step-by-step guide, SDP connect to AD service and in AD log we could see incoming authenticate request and log, we use MS chromium edge and google chrome browser, we configure internet option. when users try to access SDP service the browser ask for user and password, if USERS COMPLETE THE FROM THEY REDIRECTED TO WEB FORM USER AUTHENTICATION PAGE ? what is the problem ?
Notifications not triggering
We are attempting to enable Notification Rules to keep our users informed. However, last night we tested four and only one actually worked. We turned on Acknowledge sender by e-mail when a new request if received, Acknowledge requester by e-mail when a request is updated, Acknowledge requester by e-mail when the request is closed, and Notify requester when a request is assigned to a technician, and only the first of those generated an email. Firstly, is there a difference between the terms Acknowledge
Technicians can no longer view all asset groups
After upgrading to 11123 - Technicians can no longer view all created asset groups under Asset tab. As an admin, I can view them all. Were some sort of permissions changed for this? Anyone else experiencing this issue? I sent the physical link and they were able to access it that way, but cannot through the application. Thanks for any help.
[ForYourInformation -45] Canceling a request
With the build 11123, a new enhancement has been released in ServiceDesk Plus that allows users to cancel a request. A request can be canceled for several possible reasons. For example, the wrong items were requested or the requested items are no longer wanted or needed. Rather than deleting a request, canceling a request provides two important possibilities: 1. Enables technicians to log their time spent on the request before it was canceled. This also helps the administrator know technicians'
[Term of the Day]: BYOD
Term of the Day “Bring Your Own Device” Definition — What is BYOD? BYOD - ( Bring Your Own Device ) It’s a policy that enables employees to bring personal devices - Laptops, Smartphones, Tablets, and USB devices for company purposes and giving those devices access to the company network. In the year 2011, official support for BYOD programs was introduced into the organizations. Statistics say over a third of worldwide employees use a personal device in their place of work. This can make employees
How do I notify a manager
Hi, We would like to notify a sequesters manager if a request status is a certain value. We are importing via AD the requesters and their managers. How do automatically notify the manager of the requester on a ticket when the status = 'x'
Auto Share Request
So I found the below info and it's something I'd really like to implement. https://pitstop.manageengine.com/portal/kb/articles/how-to-auto-share-request-to-users-specified-in-a-request-field-v3 I THINK I have everything configured correctly but after some initial testing I'm pretty sure it's not. This is the message I get on the request history when the custom trigger runs: Message : Traceback (most recent call last): File "share_requesttestV3.py", line 1, in <module> import requests ModuleNotFoundError:
Picklist or Check Field for Service Catalog
HI There I have the following Idea: Have a news Field to make a single check. Usage Cases: [X] I aknowledge the request will be forwarded to your Line Manager Or. To which Systems is Access Reuired: [X] File Server [X] Citrix [_] SAP It is similar to a check list. I could also imagine to have the possibility to have the "Pick List" multiple choice. Let me know if this can be achived? Thanks
How to fileAttachments folder change?
Hi, We are using version 11.1 Build 11124 How can we change the location of the fileAttachments folder?
[Term of the Day]: Relational Database
Term of the Day “Relational Database” Definition — What is a Relational Database? Databases are an essential component of almost every piece of software today. A relational database is a type of database that uses a structure that allows us to identify and access data in relation to another piece of data in the database. RDBs establish a well-defined relationship between database tables. Tables communicate and share information, which facilitates data searchability, organization and reporting.
Define requester for an API query
When I test my JSON in the API tester through Admin > API > Documentation all general get requests are my logged in user. Is there a way to define the requester before the JSON body in an API request (V3 only please) perhaps as a header?
[SDF-89338] Requests that have exceeded the response due by time
Add new request category for requests that have exceeded the Response DueBy time in the My Summary section of the home page
Error while sending push notifications on iOS devices
Gents, Push notifications working well on Android devices but not the iOS. as per the serverout0.txt log i'm seeing that APN certificate expired [07:22:11:570]|[08-13-2020]|[SYSOUT]|[INFO]|[152]: 0 [JavaPNS grouped notification thread in QUEUE mode] INFO javapns.notification.PushNotificationManager - Attempt failed (Received fatal alert: certificate_expired)... trying again | [07:22:11:657]|[08-13-2020]|[com.manageengine.servicedesk.notification.realtimenotification.ExpiredMessagesDeleteThread]|[INFO]|[130]:
Date format in query reports
Hi All, Currently running SDP 11120, Postgres SQL (installed via SDP installer) Since upgrading from SDP version 9, one of my query reports isn't working, as it looks to_char in select statement isn't supported anymore, causing an error when trying to run the report (attached). I had previously used to_char to manipulate the date format, for example: to_char(to_timestamp(wo.CREATEDTIME / 1000) + interval '10 hour' , 'DD/MM/YY') "Created Date" Is there a different way to perform the same fuction now?
[SD-81171] Asset Explorer Agent doesn't support TLS_ECDHE_* ciphers for TLS 1.2 connections
I have, through trial and error, determined that the ManageEngine Asset Explorer agent generated via Admin > Discovery > Windows Agent Configuration on ServiceDesk Plus version 11.1 11116 does not support any ciphers that use an elliptic curve diffie hellman ephemeral key agreement protocol for TLS 1.2 connections. As this will improve the security of the agent by giving access to better ciphers, is there any current or planned support for ECDHE by the agent? I was unable to test whether or not it
Trouble finding My Requests and following Emails?
Is anyone else having trouble finding their requests within PitStop? I see some, but not all requests currently being worked on by support. I also find it difficult when you reply to an email (because replies always come during off-hours) a new ticket number is generated. This makes it difficult to follow in your email threads - especially if you have multiple tickets you are working with support. Searching active ticket numbers in My Requests also yield no found requests. It doesn't seem to matter
Upgrading to new build
Hi, I am trying to upgrade my ServiceDesk Plus to latest version. Currently running Build 9.4 I did stop the service, Run the backupdata.bat file for backup and then run the updatemanager.bat But the updatemanager.bat is not giving the popup windows for selecting the file. I did restart the system for few times. Any help please. Thank you, Krishna
[Term of the Day]: Digital Twin
Term of the Day “Digital Twin” Definition — What is Digital Twin? Digital twin in simple words can be explained as a virtual representation of a real-world machine, device, process, or system. Digital twin, however, shouldn’t be confused with digitization. A digital twin does not substitute a physical item or process with a digital one to make it more accessible, efficient, or secure. It’s a precise replica of the physical object and a means of testing and monitoring it without needing to
[ForYourInformation - 44] SAML In ServiceDesk Plus
Security Assertion Markup Language (SAML) is a means to exchange authorization and authentication information between services. SAML is a solution where the user logs into a service that acts as the single source of identity which then grants access to a subset of other internal services. This post will be focused on providing an overview of SAML working from ServiceDesk Plus initiated login. Few key terminologies : An Identity Provider, frequently abbreviated as IdP, is the service that serves as
Scripting - Field and Form rules
I would like to create an auto-complete field that allows the requestor to choose from a list of users in the database. I have already got the look-up working for an autocompleter on the email field that uses the following: var emailCCAutoCompleter =new Ajax.Autocompleter(additionalFieldID, 'email_list', '/servlet/AJaxServlet?action=searchMailId', {paramName : 'ccAddress',tokens: [',',';','\n']}); What I think I am looking for is an equivalent action that allows a search of user names, and what
How to add/change icons to Service Categories?
I'm using standard edition and would like to add new or change icons in Service Categories. is it true I need to edit the PostgreSQL database? How do I do it easily? I have seen this, but I have no idea how I can edit the SQL DB...
Deleting a Survey
Hi, we accidentally created a survey and it went live resulting in some users providing the feedback. I need to delete the survey completely from our SDP - can a script be provided to scrub IT Service Desk Survey so we dont even see it in our survey report filters, etc.
[Term of the Day]: Network Attached Storage
Term of the Day “Network Attached Storage” Definition — What is NAS? Network-attached storage (NAS) is a file-level storage architecture that makes stored data connected to a network, providing data access to heterogeneous clients. HDD sits on your desk and connects through USB. A NAS is a centralized server that connects directly to your computer through a USB cable, but that would negate its main benefit: the network. It creates a small network all its own that any device with the right credentials
'Security Warning: Default Credentials Not Reset' after updating to V11124
Greetings, Not sure why we're suddenly experiencing this error warning across the top of all Technician pages in ServiceDesk after updating to V11124. I've reset the passwords to 'administrator' and 'guest' local accounts as mentioned here https://pitstop.manageengine.com/portal/en/community/topic/security-warning-after-upgrading-to with no change. I do not know which account this warning message is referring to to know what needs to be reset. Any ideas? Thanks, Jacob
SAML Error Log
Hi Friends... I want to configure SAML Authentication and threre is some Error in my configuration how can i see error codes or error log of SAML Configuration????
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