Reply Templates - content variables from requester additional fields
For a reply template: Is it possible to get the Content Variables from the Requester Additional Fileds?
IP Address Doesn't appear in asset table
Hi in Assets > Virtual Hosts ; IP Address column is empty. While in Asset page IP Address field is full and Ok.
[Tips & Tricks] A guide on Exporting and Importing tickets
In certain scenarios, we may require tickets alone to be exported from ServiceDesk Plus leaving other configurations ( like SLA, Business Rule, Priority, etc). This exported tickets can be imported to a test environment or 3rd party applications. This article will give you guidelines on methods of tickets export and import. Tickets can be export in 2 ways 1. Export tickets from the requests list view: The Ticket Export feature allows you to export tickets based on the selected Request type and Request
How do approvals work in Request Lifecyle?
Hi, I'm confused as to how the "Initiate Approval" works in the lifecycle module? I cant see any action to request approval anywhere? All documentation and two YouTube clips completely skirt over the topic! Does anyone know how to configure this? Thanks
Report on closure notes per technician
Greetings Comrades, I have been hunting for a report in MSSQL which will show all Resolution notes for tickets closed in the last 7 days so that these can be reviewed with team members at their one-to-ones. The required column would be: RequestID Requestor Title Closed date Technician Resolution I'm hoping someone with a greater mind than mine can help!
Roles
When I uncheck Edit in permission roles, the "Assigning technician" unchecked automatically, why? We want all technicians not to be able to edit the request but to be able to assign the request to each other, it it possible?
[SOLVED]Validation Error When Submit a Request in Firefox
Hi friends... I have a problem when I submit a request in firefox when i fill mandatory fields in request form SDP will show me Empty Mandatory fields error message
[Term of the Day]:Content Management System
Term of the Day “Content Management System” Definition — What is CMS? CMS stands for the Content Management System. CMS is a software that helps you create, edit, delete, and manage content for your website using a user-friendly interface, rather than needing to work directly with the code. CMS makes managing a web-based application or website much easier for users of all technical levels. Content management also ensures that whatever content you have is indexable or searchable, making it
Report - How to report on after hours
HI, Our CEO wants our daily request count at 5 PM everyday. We have daily closed request report that we send at 5 PM everyday. Problem is our technicians sometimes work after 5PM. How can we create a report that would capture the request closed after 5PM? Our report is set to daily - so when it is run at 5 every day it does not capture the closed requests after from the previous day.
Service Desk backup issue - Version 11.1 Build 11118 to build 11122
I am getting an error indicating Some Error occurred during backup. Please refer to SDPbackup.log file. The Service Desk service was stopped prior to running the backup.
Self Service Portal Customization to make it easier for users to enter tickets
Good morning, We are trying to customize the Self Service Portal to make it as simple as possible for the users to enter a new help desk ticket. Is there a way to bring the enter a default ticket to the front and center? Our users do not want to click through multiple screens or search for something. This is especially true when they do not know what they are looking for. They would like a website that they can enter in their problem and get on with their day. I think this can be done with a custom
Deploy AssetExplorer with a Standalone SQL Server
The procedure in the online documentation for configuring AssetExplorer with a separate standalone MS SQL server are incomplete, and raise many questions - they can be found here: https://help.servicedeskplus.com/introduction/setting_up_database.html$ms%20sql%20db I was only able to get the configuration working after a support call. The key issues that were not addressed in the documentation are: Install AssetExplorer using the default PostgreSQL server first The SQL Server must be installed and
[ForYourInformation -7] Copy request templates
Hello folks, Have you ever caught yourself sitting in the office, staring at the ceiling, pondering how you can, to put it bluntly, ‘wrestle down’ your template creation process? It is undeniable that the process of template creation is never-ending. In this blog post, you will find a hint to this conundrum. Creating a new template from scratch every time leads to consuming valuable time. Instead, copying/replicating a similar template and make necessary changes to it helps us save a lot of time.
E-mail Id(s) To Notify and Email command
Hi, SDP: 8122 is it possible fo fill in "E-mail Id(s) To Notify" field using Email Command parsing ? I don't see any e-mail content relative to this field. JFR
[Term of the Day]: MIME
Term of the Day “Multi-purpose Internet Mail Extension” Definition — What is MIME? MIME is an internet standard for formatting non-ASCII messages so that they can be sent over the Internet. It helps extend the limited capabilities of email by allowing insertion of images, sounds and text in a message so that e-mails could include information other than just plain text. Most e-mail clients support MIME and now MIME types are not just for use with e-mail; they have been adopted by Web servers as
[Tips & Tricks] Best practices for deleting technicians
In a constantly changing environment, technicians come and go, and when it is time for them to depart how do you best maintain your support lines of communication? This article describes best practices for maintaining your lines of communication with
[Community Digest] ServiceDesk Plus - July 2020
Happy new month wishes from us! Wish you all to leave old troubles alone and enter into a new month with fresh ideas and enthusiasm, with this quote Let's recap all the activities that happened in July 2020. Version and Build releases: We had 2 build releases 11121 (Released on 08 July 2020) 11122 (Released on 28 July 2020) check this link for more details Behaviour Changes: MDM Integration: To avoid factory reset devices from MDM getting detected as new devices in ServiceDesk Plus, the
Problem starting server
Can't seem to find any logs that it refers to but this is the full message. [root@support-server bin]# ./run.sh ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /opt/AdventNet/ME/ServiceDesk JAVA: /opt/AdventNet/ME/ServiceDesk/jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl -Djboss.deploy.localcopy=true
Can I display additional field from CI in ticket Change form
Hi everyone, I am a newbie with ME SDP. I have just been responsible for administering ME SDP. And I need a support about the customization. We want to create new additional field in CI form named Affected Service. This field will have some values such: EMAIL/AD/LAN/WIFI,... And in the ticket Change, after we choose affected CI, we want the value of affected service in this CI will display automatically in ticket Change. Can we do it in SDP? If it can, please give me a guide to do this. Have a good
Externalization and internalization Service Catalog configuration
I have an Idea, Externalization and internalization Service Catalog (service forms configuration) from current server to another server, Like wordpress
Users custom widget
hi, in reference to this old ticket: https://pitstop.manageengine.com/portal/en/community/topic/more-default-widgets-to-choose-from-for-the-self-service-portal the folder structure is changed and i don't know how create the widget with more information. can you let me know how do this? service desk version: 11.1 Build 11121 on windows server 2016 thanks
How to Find Assets by All IP Address?
Hi we have many devices with multi IP Address, But I can't Search with all IP address in Search Field. Search Fields just work with first IP add (that IP Add when discovery asset). How can I find my device with any IP Address that set to device?
Service Catalog Templates Import/Export
We are implementing service catalogs with our SDP installation and not seeing where I can export or import templates. Is this possible? I've seen different information in the forums regarding this being a feature request. If it is not possible, what is the roadmap for having it available. Is there a work-around perhaps in SQL that can be used to export/import? Thanks! Scott
Disable Due Date rule on Incidents
On service catalog forms the Disable Due Date works fine, But On Incident forms this rule doesn't works!
How to redirect to non-standard SSL port?
Hello While enabling SSL on SDP, I find that when I go to http://helpdesk, I am redirected to https://helpdesk, and port 443 is assumed. I am running SDP on a different port (9443), but I can't figure out how to redirect traffic to that port. Help? Thanks..
[Community Tools] ServiceDesk Plus ChatBot
Let me introduce our New ServiceDesk Plus ChatBot No more long waiting for email replies or callbacks from the support team. Now ChatBot can instantly provide answers to your question and problem related to ServiceDesk Plus. You just need to land at our ManageEngine Pitstop home page to initiate the Chat, either from your Laptop, Desktop, Mobile, etc. ServiceDesk Plus ChatBot is designed with (AI) Artificial Intelligence and (NLP) Natural Language Processing features. It has self-learning capabilities
Auto-Assigning tickets to Groups
I know you can Auto-assign to technicians, but I have multiple groups that I assign tickets to and each group has a team of techs that will pick those up to resolve. I would like to be able to auto-assign to specific groups opposed to a technician. Is that possible?
Analytics Syncing issue
Hello, We are getting the following error in ServiceDesk at least once, if not twice a week: FAILURE :ManageEngine Analytics Plus periodic data synchronization is getting failed in past 48 hours continuously, hence the whole ManageEngine Analytics Plus synchronization process is suspended. You can obtain the error log files from Support tab by clicking on the Support File link in the ServiceDesk Plus application and Capture the screenshot of Advanced Analytics Integration page or contact our support
additional fields
We define about 200 additional custom fields for request forms, But all often doesn't shows on Report module column , Why?
User and Technicians User Defined Fields
I would like to be able to access the user defined fields for users (requesters) and technicians. If I go to create a Reply Reply template or any of the notifications and type the $ to bring up the field list, these do show up as an option select. Thank you, Craig A. Rice
Changes not saving to tickets, cannot assign technicians etc 10.5 Build 10501
We upgraded ServiceDesk from 9.4 Build 9422 to 10.5 Build 10501 through the 3 upgrade packages, no issues at all in that respect and after upgrade we can log in, view all tickets, create tickets. The issue is...we can't assign them any more! If you try it from the main screen an error pops up Failure. Request ID(s) cannot be assigned to the selected technician, now here is where it gets weird if you click the ticket and 'edit' then select the technician that way it says "SUCCESS:Request(s) updated
Custom Triggers: Auto Suggest variable
We'd like the ability to add the Auto_Suggest variable to custom trigger notification templates.
[Term of the Day]: Gamification
Term of the Day “Gamification” Definition — What is Gamification? Gamification is a popular business tool. It is the concept to integrate game design elements into non-game applications (business applications) that already exist. This improves user experience and participation. Businesses can easily implement to create innovative programs by weaving suitably fun features such as leaderboards and badges into an existing system. When users participate and engage with your gamification initiative,
[SOLVED]Remove ESM Instance Owner
Hello, I am currently the owner of an ESM instance and I would like to remove myself as I no longer require a license in that instance. I set it all up for a team and now it has been handed over they would like to add another user. I don't need access to their instance anymore. I tried to get another user with Org Admin privileges to remove me but that did not work. If this is not possible then what do you do if someone was to leave the company and an instance cannot be removed? We are running version
[Term of the Day]: Data Mining
Term of the Day “Data Mining” Definition — What is Data Mining and its purpose? Data Mining, also known as Knowledge Discovery in Data (KDD), is a process of digging through and analyzing enormous sets of data and then extracting the meaningful patterns and trends. In general, “Mining” is the process of extraction of some valuable material from the earth e.g. coal mining, diamond mining and so on. In the context of computer science, “Data Mining” refers to the extraction of useful information
Custom Schedule: Folder Deletion
We have a requirement from our data team to purge documents that contain Personal Information within SD+. For example, in Change Requests there may be customer data within our Test Results (deploy stage) or in our post deployment Sanity documents (verify stage). Is it possible to run a script under a custom schedule to delete all folders within the Change folder under File Attachments?:
Exception while trying to send notification (Email)
We were using Manage engine Servicedesk Plus for quite long time with 9.2 version, I have upgraded this step by step as recommended now we are using build version 10.5. But after upgrade email notification is not working for any incident ticket create/resolve/close & email from ticket is also not working. Getting error has "Exception while trying to send notification for the request." I have configured it correctly on outgoing email settings but still it's not working. Need you assistance to solve
How to best bring potential projects into our IT Integration and Development Funnel?
We use the ServiceDesk Plus Enterprise (on-prem) product. This was put into place with focus being on the help desk folks first, but now I have been pulled in to see how it can be used to feed requests, problems or changes into our IT Development and Integration funnel and become projects. Some examples of what becomes a project: The Business has a need for a new system (legal tracking, time card entry, equipment usage entry or whatever). Maybe we have an existing system needing replacement or maybe
[SDF - 66538]How to include mail_Im_responding_to_timestamp in a request reply?
If I reply to a mail in a conversation under a request, my template for the reply doesn't include the timestamp of the mail I am responding to. I would like the timestamp to be included. Is that possible? Example: In a request I have a conversation going with servicedesk@company.com.about a problem they are to correct. They have sent an email to the request on 2019-02-22 12:30 with the message "Will be fixed shortly. Just hold on!". Now, over a week later, they still haven't solved the problem and
[Blog] Best practices for developing content for your Knowledge Base
Self-service is a dynamically developing trend related to the changing needs and expectations of users. Knowledgebase plays a pivotal role in self-service that empowers users to find information, request services, and resolve issues on their own. It’s about giving them the tools they need to solve their own problems in the future, and a self-service portal does this just beautifully. One of the key steps in creating a knowledge base is ensuring great content. Regardless of who is authoring the content
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