[SOLVED] AD import - will not import/overwrite existing users with no Login Name
Hello, Some months ago, I set up an AD import on a test installation of SDP. This was back on version 9 or 10. I had no real trouble and the import worked well. I have tried to set up the same AD import on our live system today, running version 11, but I have a problem. The import is only partially successful. It depends on the status of the "Login name" field from the User. All existing users have been created automatically by e-mail ticket import, or manually by technicians. In most cases it is
SDP ESM: Resize blocks in the ESM portal
Hello Support. We are currently using SDP ESM v11005. A question. How can we resize the blocks of the SDP instances within the ESM Portal? The "ESM Portal Customization" configuration preview appears as follows: But within the ESM Portal, shorter blocks appear: We need the blocks of the instances to appear more elongated (Resize sizes). Regards. Rafael Vega.
Associate More than (1) Change to a Problem
We would like the ability to link more than problem to a change Currently it looks like you can only link one and depending on the complexity of the problem, there are times more than one change is required to resolve it.
Incident - Additional Fields: Be able to edit "Help Text"
It would be ideal if you could add/edit the 'Help Text' from the 'Incident - Additional Fields' section of 'Incident Management.' When you're creating a new incident template and you go to add a new field, you're able to edit both the description and help text... and copy the description to the help text. But you are unable to even see the help text from their organized area - Incident - Additional Fields. It's puzzling and has caused some confusion amongst my coworkers.
Seperate Database between Department in ESM
Hi and good day, We are on planning to upgrade our current SDP to ESM. The concern is the database. We are using MS SQL. The problem is can the database separate between department. For example IT, Legal, and HR. For Legal and HR the data is confidential so that we need to separate this database in order to make sure the confidential of the data. Hope can hear from you soon. Thanks.
Mandate attachments while resolving request
Is there any possibility to mandate attachments when resolving a request?
Subquery Reports Not Working in 11002
Good afternoon, it appears that query reports that include subqueries no longer work in Build 11002. It throws an error message about the additional SELECT statement. This worked in previous builds. Here's an example: Please let me know if you need more info. Thanks!
[DidYouKnow -11] Simple method to distinguish between a Incident & Service ticket.
In any IT organization, we come across two types of tickets/requests "Incident" and "Service" requests. An IT incident is any disruption to an organization's IT services that affects anything from a single user or the entire business. In short, an incident
Daily report tickets
Hi! I'm using ManageEngine version 11.004 and I need to create some reports: A daily report with new issues createds,closed and remaining. A daily report by user/technician with opened tickets, solved, closed and remaining Weekly report with total created tickets, total closed, total remaining Monthly report with total created tickets, total closed, total remaining Same from point 4 but for department In both cases I only need a numbers. Are there some API or something else that can help me to
aging and range
in SDP i need a report to show aging and range group by ticket ID example Ticket ID Aging Range 1 1 1 Days 2 2 2-3 Days 3 5 >3 Days thx in advance
[ SOLVED ] Word Wrap Broken Request Description [ SD-81249 ]
Hi there, I'm not sure if this is known bug for this version or if other customers are experiencing this but in 10.5 Build 10510 we were having an issue with text in the request description not wrapping correctly. I've seen it impact on requests generated by the portal but I'm not sure if there are more instances of this happening. To fix, the CSS needed to be changed in: sdp-style-new-ext.css .atp-container .preAttach, .atp-container .size { display: inline-block; font-size: 13px; overflow:
Exception in thread "main" java.net.SocketException: Connection reset
Hello all, thank you for reply in advance we recently upgraded our ssl certificate to TLS supported version, ever since certificate changed in exchange server 2016 no we are reeving an error FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox I have tried POPs,IMPAS, also upgraded the manage engine to latest patch. tried EWS also but no luck . here is the screenshot. I have tried the telnet to exchange
Contracts Module Problem
a few contracts sent notification email twice every day(the reminder notification was set 90, 60, 30 days before), and I create two sample contracts in application 1.Contract Name: test Contract ID: test-0001 Active period: 2019.10.18-2019.10.22 Reminder Notification: 3 days and 1 day before(still don't receive any notification email for this contract) 2.Contract Name: test2 Contract ID: test-0002 Active period: 2019.10.21-2019.10.26 Reminder Notification: 3 days and 1 day before
Duplicating Servicedesk (and / or applying patches)
Hi everyone, I need some testing enviroment for applying patch from support. I have created new windows server with the same settings like original system and installed there SD+ the same way. After that I have removed the directory with SD+ and replaced it with the directory from original system. Util this everything is working fine. I have working copy of original SD+ in the testing enviroment. The question is: Is there anything that I need to take care of? Some setting or? When I try to apply
Reports Help
Hi I'm currently working for a client and been asked to generate some reports in the absence of the usual SDM. New to ServiceDesk so forgive me for any obvious questions. The client is using ServiceDesk plus v9.2 build 9203 I'm trying to generate the following reports: Number of new tickets for the current week. Number of closed tikets for the current week. Number of open tickets at the start of the week/specific day. Any help would be greatly appreciated. Many thanks
Send no e-mail or notifications to specific user account
Hi all, I'm looking for a solution for the following situation: For some application a user account has to be created when a new employee is hired. The HR department sends an e-mail with the required information to SD Plus. The From e-mail address is for example "hrdept@ourcompany.org" and subject is "New employee". I have created a business rule so that the call gets a specific "HR-request" incident template and the correct team assigned. The call requester is set as HR department with their e-mail
I can't remove the evalcopy div in topbar
Hello, Few weeks ago (more than a month) I installed and configured a free version of ServiceDesk Plus. It shown the evalcopy expired trial div but I can't remove or hide it.
What's wrong here . . .
I'm trying to get my scripts updated to API v3 in order to do the upgrade to the latest version of Service Desk. I am completely stuck and I do not understand why. I have quite a few API v1 scripts that work just fine. Yes, I understand there is a lot of difference, but I cannot make even the simplest of scripts work with v3. Here is one example of an incredibly simple script that works fine in v1 and absolutely refuses to work in v3. The v1 version of this script runs as a custom trigger and
[ForYourInformation -23] New enhancement in request page with the function to expand all conversations.
The request details page shows almost every detail of the ticket on a single page like conversations, notes, ticket fields, etc. In the older builds of ServiceDesk, to view all conversations, you have to click open each email conversations one by one, which is tedious. The newer version, we had introduced a conversation "Expand All" button, which expands all conversations in a single click. This feature is available from the build 10503. Click here to know more information about the request details
Importing Reporting_to field from AD
Hi We have managers defined on Active Directory. However, I see that I can not use the existing information for the new "Reporting_to" field. It would be great if auto imported. Otherwise, I may need to export the list from AD and then import it to SDP every week.
"Reporting To" info using API
Hello, I am trying to get the value from the "Reporting To" field for a specific requester using API. I have used "Get All Requesters" but the API doesn't return that value. Do you know of any other API that I can use? Thx
Can custom triggers can wait for an Approval
I have created a Costum trigger which on creation of service request. But it does't wait for the SR approval, how we can trigger costom triger after SR approval
Problem upgrading free license edition of servicedesk plus 10
Dear Sir, I have the free license edition for our small company running, we want to upgrade from version 10.0 Build 10010 to latest version through the migration sequence but we are getting the error attached in this email. Attached also the logs folder zipped could you check and tell me whats the problem. Best Regards
API class for .NET
I am wondering if there is a prebuilt class for using the ServiceDesk?
How to use Exchange Online for ServiceDesk Plus email inbound and outbound?
Hi, I've not had much luck configuring ServiceDesk Plus to Exchange Online. Should this be possible and are there any gotchas? Thanks
ManageEngine ServiceDesk Plus running EXTREMELY Slow
Hello, I have ManageEngine ServiceDesk Plus running on a SLES 12 OES 2018 environment. Recently, when users are creating tickets or if I am trying to check on solutions it can take up to 15 minutes for anything to happen. Does anyone have any advice on how I might be able to fix this? The Server has plenty of space and I have not made any recent changes. Thank you. - Victoria
Supports Group - Not populating custom view
Hi, We've recently upgraded from 9.0.3 all the way to 11.0 and this to appears to have removed our groups from our custom views. I can't seem to locate a way to globally set these, for people. Can you advise? Sam
[DidYouKnow - 21] You can embed your organization logo in Reports and PO's
Organization Details lets you configure the details of your organization such as, the geographic region in which your organization is located and the company logo. You can import the logo at [Admin tab -> Organizational details ], currently, we support the following image formats JPEG, GIF, and PNG with recommended maximum dimensions [20px X 40px (W X H)]. Imported company logo will be displayed in all reports. Logo and Organization address will be populated in PO's, invoice and in notifications
Notification - Re-open
Hi there, We're getting multiple notifications triggered for the same event and I'm wondering if there is a way around it? We put tickets into a 'STATUS' of 'Awaiting User Info' with the timer stopped. We do this when we need more information from the user for investigation. When a user responds we get x2 notifications: • Alert(or Notify) technician by e-mail when there is a new reply for the request. • Send e-mail to technician when the request is reopened by the user. This seems to
[DidYouKnow - 22] Support for whitelisting/blacklisting attachments with certain file extensions
Hello folks, With ServiceDesk Plus build 10009, we introduced a new attachment whitelist/blacklist feature. This helps restrict users from uploading vulnerable files to the application by blacklisting them based on file properties such as file extension or file content type. As you know, attachments can be uploaded various modules say request, change, solution, assets, problem and so on. When a user tries to upload a blacklisted file content type, it fails with a warning message as in the below screenshot.
Incident - Additional Fields Text Pick List Limit doubt
Hello, I have a little doubt about: additional fields for request templates. If i create a text pick list additional field those this one have a certain limit¿? For example we are planning a control of versions from a software and we want to specify in the request on wich version that software incident was. The thing version changes are getting more and more common, and if a pick list text field has a limit of items to be added would be a stopper for implementing this option for us in the future,
[ForYourInformation -22] View request attachments from the list view
Hello folks, You can now quickly preview and download HTML, HTM, XHTML, PDF, jpg and PNG files from the request list view. Click on the attachment icon to get an option to preview the file and download it if required. This eliminates the necessity to go to the request details page to view the attachments thus saves time. Similarly, attachments can also be previewed from the request details page and download them only if required. This must be a handy feature for most of us. Cheers..! Next - [ForYourInformation
(SD-79749) Adding new spam filter criteria
Hello everyone! I hope your day finds you well. I'm having an issue with the spam filter. When I attempt to add new criteria to the spam list it will not save. For example: I define a rule -> sender -> begins with -> stacy But when I click save the window remains and I'm never able to add the new filter to the list. However, if I EDIT a current criteria (sender -> is) I can click save and the window will go away and then I'm allowed to save the new filter. I've used IE and Chrome and the behavior
requester cannot see own requests
Hi all . i have a very strange problem with service desk. one of the requesters cant see his own requests . when he is logging in with his user and password, there is no any list of his requests ( please check attached image ) . also, its not possible to drop down list , "My Closed Requests" is like a static image. user tried to enter with his user an password from different computers but problem was the same. i tried to change user's department, show only his own requests....requests of department,
[SD-82235] Cannot View All Changes When Associating From Project
It seems that we cannot view all changes when trying to associate a change to a project from the project module. Under Associations > Associate Existing Changes, when we change the filter to "All Changes" it just shows the Open Changes and doesn't update the list. This behavior exists both in Chrome and IE. We use MSSQL and are on Build 10508. Thanks!
I want to add value at pick list more than 900 data
Hi I want to add value at Pick List in Incident - Additional Fields. I have more than 900 data but can't add it. How I can do? My Version : 9.2 Build 9212 (Standard Version)
Description Issue - Format
There are times that the left side of the description is cut off and does not display properly. Does anyone know the reason for this?
[ SDF-39462 ]Request Delete - with attachments
I am seeing plenty of SQL scripts used to remove requests or archived requests based on whatever selection criteria you choose. I am generally looking to purge older archived requests.. the typical "seven years" scenario where I don't need or care to see requests past that time frame. Much of our ticketing process involves attachments on the emails as originally submitted, as well as later-attached files onto tickets as they close. Will running these scripts in pgsql also remove all the related data?
Query for Approver list
Need a query for list out all service request approver
Service Request Approval - Workflow
Hi, I'm trying to figure out the best way to implement a request approval in our environment but i seem to miss something and hope there is a workaround for my issue... Here is the scenario typical for our company: We have a Requester who submits a service request with some kind of form attached to it. We have an Approver who is not a technician but has the authority to approve or deny the service request coming from Requester. And we have a Technician who performs a data import to corporate database
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