Change Management multiple approvers
Right now it looks like only the Change Manager approves a change request and you can only set one Change Manager. We are looking for a way to have multiple people have to approve a change request in order for it to be implemented. Is there any was to do this? Thanks, Chris Trauner Network Analyst
Unable to generate the report,
Once I try to run any report link from reports section I am getting below error. Please suggest. Message : Dear user, Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com Error Trace : net.sf.jasperreports.engine.JRException: Errors were encountered when compiling report expressions class file: 1. Invalid escape sequence (valid ones are \b \t \n \f \r \" \' \\ ) value
[ForYourInformation -5]:New enhancement in Project module
Often Project management involves planning and organization of a company's resources to move a specific task or event towards completion. In most scenario's it has a defined beginning and end in time. Any organization will follow best practices, long discussions, automation, to ensure seamless workflow. Though situations end up with some human errors. We all loved to have the function to correct particular errors with minimum/no impact. In older builds of Service Desk Plus, we followed a controlled
[SDF-35328] Can requester save the ticket before submit
Hi, May i know is the requester able to save (as draft) before submit the ticket? Scenario: Requester already key in so much information and not able to submit due to some rules we already set in the form. Requester need to submit at the certain time (which is match the rules). Requester need to cancel the ticket and redo again. Hope to hear from u Thanks.
Migration problems and support requests closed.
Good morning, Since a few months ago, the updates of Service Desk Plus give many problems, finally we have to open case to solve it. We want to migrate the system to a new platform, as we have been on an old server for 8 years, which update after update may be causing these problems. When performing the migration and restoring the database, the application on the new platform fails to start. We open a ticket to get support and without getting an answer you close it again and again. Please, if
Purchase Request Report - All Inclusive
Good Afternoon! We would also like a report for Purchase Requests, but we will need it to be all inclusive. Our version is 10.5 and Build is 10511 and we use PGSQL (On Premise). Purchase Request # Priority Created By Status Created Date Subject Cost Center Description Training/Conf. Start Date Training/Conf End Date Travel Start Date Travel End Date Attendee(s) Location Benefit to be Gained for Attending Additional Comments Item Name Description Quantity Total Total Cost Approved by Approved By Date
can use ms sql xpress with free standard service desk version
I need to test if the standard version of service desk plus works with the ms sql xpress database or not and which versions of ms sql xpress are supported.
migration from one server to another Service Desk Plus Free
I have followed the procedure of migrating Service Desk Plus from one server to another but once completed Service Desk Fails to open up on the new server. Any help would be appreciated.
Using reports as input parameter on custom menus
Hi all, is it possible to use reports as input parameter for python scripts on custom menus, just like on custom schedules scripts? thanks.
Upgrading to 10500 fails (not gettimezone problem)
I have SD+ version 10017 running on ubuntu x64. In my first try in upgrading it i have had error which were resolved by solution presented in this topic: https://pitstop.manageengine.com/portal/community/topic/upgrading-postgresql-completed-extracting-15-completed-error-occured-while-migrating-postgres-database But i have faced with another error after that: ... Upgrading PostgreSQL from 9.2.4 to 10.5 Migrating data 16% Completed [/] Error occured while migrating postgres
How to include all request properties when making "all requests" v3 API call
{ "list_info": { "row_count": 20, "start_index": 1, "sort_field": "technician", "sort_order": "asc", "get_total_count": true, "search_fields": {}, "filter_by": { "name": "1501_MyView" } } } Ok, the above INPUT_DATA pulls all the open tickets for a custom view. But how do I include all properties of a ticket. Our documentation claims that a "fields_required": "[get_all]" should be returning all properties of a request.
Redirect to Dashboard after Technician logged in
Dear support, Is there any way to redirect Technician to dashboard page after loging to SDP ?. Thanks in advance
Autoclosing tickets based on specific senders/adresses (servicedesk)
Hi, The idea is to auto-close tickets based on a specific or multiple specific senders to avoid clutter. Almost like a spam filter, but seperated from exchange and handled internally in servicedesk. My skills in Python are not quite up to this task, so I was hoping someone might have done this already? Thanks for any and all help :-) Br/Ludvig
Feature Request: Worklog to Closure
We really like the new Request Closure wizard and would like to see this small change to the Workflog window. If the worklog is mandated and missed upon closure, the tech is guided to the Worklog tab. Once the worklog is added they then must Save and go back to the Status field to select Close. We'd like to see a new button added to say 'Save and Close' which will then start the closure process:
Forwarding ticket to non-SD plus user
Is there a way to forward a ticket that was created in SD plus to a user that does not have access to the application?
[DidYouKnow -4] Self-service portal and knowledgebase
Hello folks, This time I'm here with yet another tip that will enable you to utilize ServiceDesk Plus optimally. The same incidents\questions, reappearing time and time again. Sound familiar? Responding to the same question over and over again is a huge waste of time and resource. How do you overcome this redundancy and free up your users to spend more time on higher-value tasks? One of the easiest ways is to choose a system that empowers your users. Ask yourself, does the system have: -- A self-service
Register for Enterprise Service Management (ESM) beta version
Dear Customers, Much awaited ESM (beta) build is almost ready for the customers. If you would like to get the beta service pack(ppm), please subscribe the below link. Once the service pack is ready for the testing, we will be able to share you the beta ppm file in batches through email. Since its a beta service pack(ppm), you can use your existing test setups to migrate your data. If not, create a test bed and upgrade your installation to the latest ESM version. Note: We recommend you to apply
License allocation in ServiceDesk Plus
Hi guys, I'm trying to use SD+ to manage our Microsoft licensing but having some challenges. If I create a license for Windows 10 Enterprise, it does not allow me to allocate this license to a machine reporting Windows 10 Enterprise 2016 LTSB. This is a problem as there are multiple LTSB/LTSC versions of Windows 10 Enterprise that all use/require the same license. If I have to create multiple versions of the license for each edition i'll end up with duplicate amounts which messes up the reporting
IT analytics in 90 seconds: Reduce IT operational costs using analytics for asset management
Leverage Analytics Plus to gain insights on the total cost of ownership of assets to cut down on IT operational costs. If you're not already using Analytics Plus, download your free 30-day trial today.
Auto resolution supplied by System?
Recently we began seeing work orders with an empty Resolutions added by System account immediately after the CREATE function by the Requester. We have no change logs that indicate any configuration changes were made. Has anyone seen this behavior, or able to assist in troubleshooting the cause? The state of the work order remains open, and autoclose is not configured. Thanks in advance!
Requests - Resolved but re-opening upon contact
Hi, I have the below setting set to stop cases being reopened on a respons through email or the portal, but it still seems to be happening. I think this may be that the case is classed as resolved not closed. Can somebody answer whether or not the below definition of "closed" is that it will only do it on the closed request? If so - Is there an option to do the same on resolved at all? We tend to put all our cases as resolved so it auto pops the resolution field to ensure we have everything ticked
Due-by Date: How to manage the due-by dates that have customer dependencies
Hi folks, We have due-by dates assigned automatically using SLAs, but the question comes into play when we have requests that require development. Scenario #1: We have a SR with multiple tasks to make some changes in a development system, validate with the user, and then promote the changes to a production environment. Because the due-by date is set as a rule but the dependency is outside the scope of our management (i.e., the customer must validate the changes, and we have to wait on the customer),
Time Report
.Hi. I would like to create a report that calculate the ''lifetime'' of a Service Request, from Created time to Completed time. (count Completed time - Created time) I tried with the Time elapsed but i noticed that it does not include the no working hours and also when the Request status is On hold or Waiting for requester the time in Time elapsed does not count. Any help will be gratefully received. Thanks, Panos.
Resolution submitted by : System
HI if I send mail my Request add Resolution submitted by : System
Restrict the ticket creation from unauthorized users
Expectation: Only authorized users can send the mail to the service desk then only it will be created as a ticket in the tool. is any approach there to achieve this?
linux sh for Postgresql setup
I would like to install Postgresql on a a linux server dedicated just for the database and then point the ServiceDesk linux web server to use it. What is the correct way to setup Postgresql on the second server--does one of the sh files start the process and if so, are there parameters I need to supply? Thank you.
Perform EXTERNAL SQL Query
Is there a way to pull data from an external database using a script within a workflow or a ticket? I'd like to pull information in from an external source. Ideally it'd update custom fields I would create, alternatively it could dump into the note section. Anyone have any idea if this is possible?
Falla en el envio de correo a los tecnicos cuando se ingresa una solicitud
Estimados, Cuando un usuario ingresa una solicitud no se esta enviando el correo de notificando a los tecnicos. El servidor SMTP esta correctamente configurado porque están funcionando las notificaciones cuando se asigna un ticket, o enviado una respuesta desde el sistema. Estas son las reglas de notificación en las solicitudes configurada para los técnicos: Agradecería el apoyo. saludos.
Purchase Order Assets
How can I automate receiving assets on a PO and updating the associated assets on the same PO. i have tried importing assets (updating CI Name), but the import only adds the asset as a new asset, it does not overwrite the CI Name listed for Associated Assets in the PO.
Problem with AD sync for technician
I have a issue with SDP that is repeatedly reporting 1 Deleted Technician(s) in Active Directory is/are still present in the application. You can select and delete them manually I have checked Active directory and the user object is still present in active directory and not deleted. I know I could just recreate the technician but wanted to know why this is happening?
Closing a request with open tasks
I found that I was able to close a request even though it had open/incomplete tasks. Is there a way to keep a request from being able to be closed if it has open/incomplete tasks? Thanks! Matt
[SDF-56509] Request filter behavior with multiple instances of SDP running browser
We recently upgraded to version 10.5 (MS SQL) and noticed that request filters in multiple browser tabs now sync to the same filter. If you change to My Open Request in one window/tab, they all change to My Open Request. It was nice in previous versions to have different filtered views in different windows/tabs in your browser. We were using the different browser tabs to better monitor our unassigned queue coming from email. Anyone else see this behavior or find value in having different filtered
Documentation for Marking Leave
Is there documentation about how marking leave works? I have a technician who is out on an extended break, and tasks keep getting assigned to him. I see a way to set requests to go to another technician, but when I tested, it didn't seem to work. Is there a way to delegate tasks to go to another technician? Your Version : 10.0 Build 10013 SQL Server Thanks! Joanna
BUG? Minimised Chat Windows - Cover Buttons
Hi, I love the chat functionality. There is an issue with the minimised windows however as they obscure the buttons needed to cancel / save certain forms. You can just about see / use the buttons but it's difficult. See attached.
SSO not working
We are trying to setup Active directory Pass-through authentication (SSO) http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100009.html . However, it does not seem to be working. We still see the login screen(Same result in IE, Chrome or firefox) see that the computer account has been created in database and Active directory-> Computers. More info : We had customized the login page. But we put the default page back without change. Our custom logo still appears despite resetting
[SOLVED] Technician accounts changed
Dear Community / Support, We have been using Servicedesk system for 2 years. 2 weeks ago, we make a mistake, we would like to test a function, so make a new user in a Active Directory. This new test user, I promoted to a technician. At this point it works well. I login with that, everything clear, permissions okay, solved tickets number is 0. Perfect. For another process, I had to give the test user an e-mail address to receive email notifications. This is where I made the mistake: since this is
spam filter on number of recipients
We are trying to avoid a repeat of a situation that occurred this moring. A users account was compromised and used to send a Phish email to all addresses in their address book. One of these addresses was our helpdesk. A confirmation notice then went from the helpdesk to everyone on the original address list. While the initial phish got blocked by most users spam filters the helpdesk one did not and many users where asking why we had sent them the phish email and had our helpdesk been hacked. Is there
[ForYourInformation -4]:New enhancement in Link Request feature
Linking Requests is a feature that primarily provides an option to relate requests to one another and set some references between them. Secondly, certain common operations such as adding notes, creating resolutions and adding work logs can also be linked between them. When two or more requests are linked, one of the requests becomes the "Reference request" and the other requests are the "Linked requests". In older builds of Service Desk Plus, on viewing the linked request from parent request will
[ForYourInformation -3]:New enhancement in User Survey
Surveys are one of the absolute best methods to get input from your potential clients/users about the services you offer. For more than decades, these surveys have given a much more clear picture of clients/users' level of expectation, needs, etc.. which had helped the organization to set their objectives and goals. We often expected the survey tool to be easily customizable and up to the current trend. Now we have a new Survey enhancement available in 10511 builds of Service Desk Plus. SDF-72081: In
Can't Save Resolution
Hi, i just installed Manage Engine Plus 10.5 , when i try to add resolution to request and press SAVE button, nothing happened at all. what is the problem ? THx
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