[Term of the Day]: DevOps
Term of the Day “DevOps” Definition — What is DevOps? DevOps is a collaboration of two words Development and Operations, it is the process that works to automate and integrate the processes between software development (Dev) and IT Operations (Ops) teams. The practice of DevOps also encourages smoother, continuous communication, collaboration, integration, visibility, and transparency between software Development teams and their IT Operations teams. Organizations that adopt DevOps culture
[SOLVED] Asset Explorer central server settings arabic unicode issue [SD-88462]
Hi, I installed Asset Explorer v6.7.10 on other site and wanna to scan assets as distributed, but when I set and fetch ServiceDesk Plus v11.1.16 server settings, I get ???? ?? as site in Data Settings section like below image: and after select ???? ?? and click on Export and push data to Central Server now return error me: What should I do? Do you have any solution to resolve this issue? Thanks for helping
changeDBServer to MS SQL Question
We're evaluating SDP and while configuring and changing database from PGSQL to MSSQL, i couldn't created database. I'm also evaluating Desktop Central and was able to change the DB to MS SQL without a problem, I am only curious about Master Key Password field. I didn't see this in DesktopCentral, what could it be?
[SDF-88990] Time Elapsed Analysis - For Current Status
I would like to extract in a form of Query Report the time elapsed for current status of Request. As per below screenshot, i should able to see this request's current status is OPEN status for 28 hours and 33 minutes. Can you help to provide query to get this info. As of now, i can extract only the time elapsed between transition of Status.
Incidents/service requests with a "pertains to" user
We're currently using SDP 11119. We have a bunch of service request templates created. Many of these requests are completed by another individual/supervisor, but pertain to a specific user. In these templates, we have created a custom field called "User name" to indicate which user this request is specific to. Is there a field or something we can put on a service request or incident template that will be a "Pertains to" user field so all assets and everything else for the ticket is specific to that
[SDF-87709] Checklist not appearing on incident requests
Hi I've created a checklist and associated it with an incident template. I've then raised a new request and change the incident template for it from default to this new one. However, the checklist tab on the incident is showing as empty and says "No data available". Any idea please? Thank you.
Removal of People option in CMDB
In the past before we upgraded to version 11000, there was an option in the CMDB to go to People and look up what group a technician was in. Since we've upgraded, it changed to Users and Group is no longer listed. Our helpdesk used this feature daily to properly route tickets. Please assist.
[Tips & Tricks] Task template behaviour changes before and after 11107 build
Task template before 11107 build Task Template: [Admin tab >>Helpdesk Customizer >> Task Template] It's a commonplace where you organize and maintain, task templates for different modules like request, problem, project, and change. You can delete old and unwanted task templates from the list view. In order to mark a particular template as inactive, you have to select and edit the particular template. Enable "Mark this Template Inactive" The task templates cannot be sectionalized based on different
Email Error Log
Where Email error logged on servicedesk?
[Term of the Day]: QoS
Term of the Day “Quality of Service” Definition — What is Quality of Service? The acronym QoS stands for the technical term ‘Quality of Service’. In general, it is referred to as networking technologies and techniques, that manage data traffic to reduce packet loss, latency, and jitter on the network. QoS is required in organizations wherever there is network congestion. QoS has been a critical requirement for the WAN for years. The internet is an indispensable resource for the great majority
Masterclass 2020: Session 4 - Building an effective IT asset management strategy with ServiceDesk Plus (30th July)
In the fourth session of ManageEngine's Masterclass 2020, we will discuss how to manage all assets in your organization's IT infrastructure, and optimize asset usage. Stay on top of your assets with an IT asset management (ITAM) strategy that helps you keep track of both hardware and software assets throughout their entire life cycle. We will look at how an educational institution upgraded from Windows 8 to the latest version after Microsoft announced end-of-life (EOL) and end-of-support for Windows
[Tips & Tricks] Show/Hide sections in a request form using FaFR
Scenario : To show/hide sections in a request form based on user departments. In this scenario users from 2 departments, "Business Analyst" and "Technical Analyst" will be using a service template "New Laptop" to submit service tickets for their need for a new Laptop. The service template is configured with multiple sections based on department fields. Using the following script, 2 different fields and form rules have been configured. When the user from each department loads the request form, the
Ticket from S/MIME
Hi guys, we are close to deciding to purchase Manage Engine Service Desk Plus Enterprise. It is maybe old news or stupid question, but I'd like to know if it is possible for Service Desk to accept an S/MIME email for creating a ticket. Our current system does not support it, created empty ticket. Many thanks
insert teamviewer button on self-service portal
hi, my installation is 11.1 build 11121 on windows 2016. I would like to add a widget with the teamviewer button. I have already created the button via the teamviewer site but I cannot insert it. if I try to add an html widget the code is displayed and not the button. this is the code: <! - TeamViewer Logo (generated at https://www.teamviewer.com) -> <div style = "position: relative; width: 120px; height: 60px;"> <a href="https://www.teamviewer.com/link/?url=505374&id=1595500380610" style="text-decoration:none;">
[SDF-60726,SDF-63104,SDF-54895,SDF-47650,SDF-47420] Improve the calendar
Hello I suggest that you develop a stronger calendar to support more types of calendars and define additional fields based on that. Currently, additional fields only support the Gregorian calendar. Microsoft supports multiple calendars such as the following: System.Globalization.GregorianCalendar System.Globalization.EastAsianLunisolarCalendar System.Globalization.JapaneseCalendar System.Globalization.JulianCalendar System.Globalization.PersianCalendar System.Globalization.HijriCalendar System.Globalization.HebrewCalendar
Variables in Resolution Templates
So, looking up this topic, it looks like this has been something that's been "in the works" for YEARS Any ETA on when we'll have variables available in resolution templates the same way they work in reply templates? This doesn't seem like a big ask to have to wait so long for https://pitstop.manageengine.com/portal/community/topic/variables-in-reply-template https://pitstop.manageengine.com/portal/community/topic/variables-not-available-in-resolution-template
[ SDF-40818 ] Feature Request: Search Function within Request Details
We would like to be able to search in sub-categories and it would then fill in the category where the subcategory is kept when selected. Currently it will only provide results if you first select the category. As our footprint increases we want the reduce the effort on technicians to find the correct ticket information on a consistent basis.
[SDF-88992, SDF-62870] [What's Cooking] Upcoming new features and enhancements
Hello users, We are glad to inform you that some exciting and most awaited features listed below are lined up for the release with the upcoming service packs. You can try these features on our Beta site and share your valuable feedback. 1) Cancel Request (Request Details Page > Action > Cancel Request) 2) User Theme personalization (My Profile > Theme Personalization) 3) Portal Theme personalization (Admin > Theme) 4) Force Password Reset for new user (ESM Directory > General settings > Security
Custom Report: Last Month This Year vs. Last Month Last Year Comparison
Hi, I need a report which would give the statistics of tickets comprising of "Last Month This Year vs. Last Month Last Year Comparison" ie., like December-2013 .VS. December-2012. The reported should be ordered Group-Wise and then Technician-Wise. The columns that need to be displayed should be: How to get this?
Technician approval settings
dears, In order to prevent technicians from stopping the request timer by sending approval, I need to change the access of technicians as follows: 1- technicians can edit the requests (resolving the request, merge and etc) 2- technicians can view the approval tab, but can't modify it (submit for approval). would you please advise?
[Term of the Day]: Cloudbursting
Term of the Day “Cloudbursting” Definition — What is Cloudbursting and how could it be beneficial to businesses? Cloud bursting is all about the dynamic deployment of applications that normally run on a private cloud or data center and bursts into a public cloud to augment when the demand for computing capacity spikes. The internal computing resource is the “Private Cloud” and the external cloud is typically a “public cloud” for which the organization gets charged on a pay-per-use basis. If an
[ForYourInformation -41] Request Module Custom Reports Enhancements
With build 11120, we enhanced and added new custom reports for the request module to reduce the custom queries dependency. A lot of request fields, date filters and advanced filters criteria have been added to the existing custom reports. New columns that have been added to the custom reports and as criteria for advanced filtering are listed below, SLA response time SLA resolution time Service Request Project Id Project Title Change ID initiated due to this Request Change Title initiated due to this
Search request content by requester
Hi, I technician view, we can search in content of request and note and others, but in requester view, he can't search in content of his request. Do you have an alternative way for the requester to search in the content of the request?
Users and multiple Assets
Hi When a user who has multiple assets assigned to him or her, (my scenario all the users have desk phone and monitors assigned to them because these are IT assets) creates a request the asset field not necessarily showing their PC or Laptop. For some it is just showing the desk phone. We need to edit the assets to see their PC name to support remotely. My suggestion is if possible to have an option to mark the PC or laptop as Primary and other assets secondary and map the primary to show in the
Hide Empty Template Fields on Submission
We have several workflows for incident or service templates that walk users through different questions using Form rules. Once the form is submitted we'd like the ability to hide any unused request fields from the Technician view. This was recently release for Resource fields which improved the look and feel for Technicians. see below (the - indicates the filed was skipped in the workflow).
New Service Category
Hello, We are using ServiceDesk Plus Free version. When the Administrator adds a New Service, that New Service appears on IT Service List, but can't be seen by the user who wants to report a problem. Users can see (predefined) default categories only. How can we make a new service category visible to any user? Thank You
Request Layout: Checklist
Is this intended that when trying to organize request tabs, checklist is shown twice? Initially I had Checklist sorted as the second tab, after upgrading to v11121 a new checklists tab is shown and Checklist was moved to the end of the tabs. Once I moved this new 'checklists' tab back to second place, the Checklist button appeared correctly.
add attachement v3 api empty response
i'm trying to add an attachement to an existing request through postman and the response sent is empty other endpoints are working correctly,any help? i'll attach the postman request.
[ESM] How to move a request from one instance to another Instance
There could be numerous scenarios where there would be a need to move a request from one ESM instance to another instance. Consider two instances - SDP Helpdesk and SDP Facilities. A user unknowingly submits a request related to SDP Helpdesk in SDP Facilities, in this case, it would not make sense to create a new request in the facilities desk. Hence, we have come up with an HTML script that allows you to move a request from one instance to another instance. Steps: 1. Copy the attached move_ticket_esm.html
Report all Technicians
How I Can get Report all Technicians?
[SDF-44999] Notify requester when note added
Hi, I want to send a notification to the requester when note added to his request. I didn't find any option set this. What should I do? Do you have any solution to solve this need?
[SDF-28063] Add the Group field to problem module
It is simple Add the Group field to problem module
[SOLVED] Requester don't access on "I am looking for a Solution"
the Requesters don't access on "I am looking for a Solution" but they access at solutions tab. service desk version is 11.1 Build 11121 on windows server 2016 with active directory authentication.
SDP and Scan Network
Hi, Where can I read in detail about snmp, ssh, telnet network scanning? What a scanning algorithm, because for the most part these are control protocols
Pasting text into description or email reply displays as image
Hello. We are running ServiceDesk Plus v11.1 Build 11105, Enterprise. When pasting text into either the description field or into a SDP email reply, the text displays as an inline image. This removes any clickable links in the text. We are able to past the text "as text" but then must reformat any highlighting, links, fonts, etc. Example: We often use pre-formatted blocks of text to inform managers of new user's logon credentials. After pasting the block of pre-formatted text, a tech will fill
How to fetch request details from manage engine using C#
How to fetch request details from manage engine from on-premise environment using c# HTTPClient. Is there any SDK or sample code available. Building a WebAPI in C# and consuming V3 manageengine API. Thanks in advance.
[Term of the Day]: Business Intelligence
Term of the Day “Business Intelligence” Definition — What is Business Intelligence? Business intelligence (BI) is a technology-driven process used by the organization to analyze data and business information. It encompasses a set of processes, architectures, and technologies that convert raw data into meaningful information, which provides clear insights to managers and other authorities in strategic decision making. The processed data received through Business intelligence tools can play
Automatically merging tickets with the same subject
Is there a setting to auto merge tickets or do I have to run the script? Thanks.
[Term of the Day]: Cryptojacking
Term of the Day “Cryptojacking” Definition — What is Cryptojacking and how can you protect your devices from this? Cryptojacking is a cyber-attack that allows hackers to use devices such as computers, smartphones, tablets, or even servers without the consent or knowledge of the users to mine cryptocurrencies such as Bitcoin and Ethereum. Cryptocurrency has been on the rise in recent years, so it’s no surprise that cryptojacking is also on the rise as hackers continuously come up with new ways
Old Groups Changed name in Report
I change some Support group name it has been changed. But on Report filter the old names both(new name and changed name ) exist too.. why?
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