Notify User Group When Task is Created
Is it possible to notify a User Group when a specific task is created? Or possibly notify a User Group when a Service Request is created?
Roadmap and Team workload
Hi team We have a lot of changes and projects that it's difficult to have a complete view of everything, also because we create project and change for somethings that we want to do maybe in the next months or year I think it will be helpfull if there is a dashboard with a roadmap of your changes and projects that the IT manager can move on the timesheet by priority that can change during the year (maybe updating the data of milestone or task automatically) I found helpful also have the possibility
Active Directory Import - Restrict to specific OU
Is it possible to restrict the Active Directory requester import to a specific OU? Is the recommended way to do this using the LDAP sync rather than AD Sync? If so, what effect will the be on existing requester and technicians if I swap from AD to LDAP sync? Will the new LDAP sync simply take over the existing users from the AD sync? The purpose behind this is that when user accounts are disabled they are moved to a specific OU for a length of time. If they are removed from SDP they are re-imported
Preventive Maintenance Task
Hi All, I want to setup a preventative maintenance task to check the up time of servers and vm hosts. How can I create this task with tasks assigned for each server / host to be checked? I want to have the tasks completed before the ticket can be closed off so the technician can confirm it's done and add notes if required. Regards, John
Associate CI to request or incident
Is it at all possible to associate CI's with a request or incident? There was a request 2 years ago for this and I'm now finding myself in the same position as wanting to do the same. https://pitstop.manageengine.com/portal/community/topic/associate-ci-to-request-service-or-incident Use Case 1 A ticket is raised regarding an issue with a specific business service that is within the CMDB, that business service is associated with the ticket and we can utilise FAFR's and custom triggers to modify other
CHANGE - Planning - Requests caused by change
Hi there, Is there an existing feature request to move the 'Requests caused due to this Change' list to Review or Close? If not, can I raise one? It makes no sense in planning... Are you planning a change that will cause requests/incidents? It makes more sense for it to be in the review or close stage when you're deciding whether a change has been successful or not. Many thanks, Dave
[SOLVED]Unable to upgrade 9416 to 9426
All servicedesk process have been stopped. But when updating , 'Please start and stop the servicedesk service once ........' has been shown. I can't upgrade 9416 to 9426. How do I solve this? OS : win2008 R2 64bit
Upgrade Application Server OS
Hi I'm seeking what approach is best for upgrading SD application server from Windows 2008 Server to either 2012 or 2016. At this stage We keep existing SQL server ( Separate server) as is also that will be a next to go through) . I could do in place to 2012 then 2016 but this may be little time consuming and more risk for testing in between, But is is possible to be scheduled those steps.. I can also deploy new clean server side by side to install application. In this case; Install new
Proper way to escalate request to level 2 in service desk plus?
What would be the best practice to escalate a request to level 2 in service desk plus? Should I use the Level and tier functions and setup business rules or should I create a new support group altogether because level 2 will be a group of people and I wouldn't want to assign the level 2 request to someone directly.
[SDF-24778] - Custom criteria for custom triggers/business rules
Is SDF-24778 going to be in an upcoming release at all? I'd like to be able to use the resolution and other additional fields as a criteria for custom triggers. It would also be nice to see for business rules. Thanks.
Change request - User group selection
We have a multi-site SDP setup. When creating a change request, we would like the ability to select a user group from other site instead of selecting individual users one by one. eg. in implementer field, select an IT support user group instead of select users one by one.
CHANGE - Restrict Stage + Status
Hi there, Currently when raising a change a normal user can set the Stage and Status of the change to whatever they want. They could go straight to Implementation or Closure if they want. I've set it to disabled to prevent this and ensure the Workflow is followed. I would still like the Stage and Status fields to be editable for users with a ChangeManager role so that they can still manually move changes back / forward in the workflow to rectify errors or issues with Role permissions etc. How would
On-boarding auto creates asset, Off-boarding spawns off asset list
Has anyone setup Service Desk Plus to auto create an asset during the on-boarding process? For example, a HR rep or hiring manager uses the service catalog to order a user setup with a building badge, an AD account, logins for a number of 3rd party websites. The tasks are assigned to I.T. and other application admins. When they set the task as complete a new "virtual" asset is created. When on-boarding is complete the user's asset list would match what assets have been assigned to the user.
RequestLink has wrong domain
In the automation section where there are notification rules, the $RequestLink variable is generating a bad URL. I've read this forum and have tried remove the request link and adding it back. It's picking up the wrong domain. It's using a domain we no longer use. How do we change the domain name that's generated in the $RequestLink variable? The documentation on this by the way is terrible.
Not all sites are displayed
Hello After upgrading to a new version, not all sites are displayed when selected. Although they are. I have to click on the full edit request and select there. Also, they are not visible when creating a new specialist. I assume that it is necessary to re-index the database. Can you write instructions on how to do this? Or maybe there will be other tips?
Problem to configurate Customisations / Automations Request
Hi, I wanna know if someone can help me ¡¡ I wanna configurate automations request following this link: https://pitstop.manageengine.com/portal/kb/articles/update-request-status-when-a-new-reply-is-received But i stuck when the documentation tell me this: 2. Edit the configuration.json and update the values. I don't understand what value i need to put into it. Can someone tell me how i can do this ?? Best regards.
[SDF-69934] Increase character limit when sharing request
Hi there Can we increase the character limit when sharing requests? It is currently pretty low.
Variables for Notifications are not displayed
Good Day I have a Problem with the variables for Notifications. I added a "User – Additional Field" and I want to use the Field in a notification template. However when I type in the $-Symbol in the editor of the notification. The Field I added is not displayed. Could you help me out there? Our use case is that we would like to personalize our Notifications with "Dear Mister last name" or "Dear Madam last name". We have saved this information about the user in our Active Directory and we are able
Trouble Parsing E-mail Signature in Conversation View (10509)?
Version 10509 If pipe characters ( | ) are placed in the Personalize | E-mail Signature field, they seem to be parsed as carriage returns in the Conversation View. Anybody else encounter this, or have a fix? Example Sig: Joe Smith | Support Desk Specialist | BlueGreen | 801.649.9999 | Salt Lake City UT Is displayed like this in the email conversation view making it VERY long if you have multiple replies : Joe Smith | Support Desk Specialist | Blue Green | 801.649.9999 | Salt Lake City UT
[DidYouKnow -2] Dynamic user addition
Scenario: One of our customers had come up with a question that new users are added to their active directory quite often and yet to be imported into ServiceDesk Plus. As you maybe aware that maximum frequency allowed is once a day for users auto-sync from AD can be scheduled once a day. Hence, he had to import the users manually multiple times a day to let the new users to login to the application that consumed lot of his time. He wanted to check with us if there is a better way to handle this.
[DidYouKnow -1] Build an efficient request approval process
The creation of an approval process is vital to the functioning and efficiency of an organization. To create this process, you must take a close look at your current approval workflow and record all the steps that an approval must pass through. With ServiceDesk Plus, we can now restrict whether approval can be sent to anyone or only system users or service request approvers can approve a request, allowing users to approve their own requests and so on. In most scenarios, when a request is submitted
PDF Viewer
We were happy to read the release notes for 10507 and see the attachment viewer window finally had PDF support; so we updated this week to 10510. In chrome though, it doesn't seem to work and the readme doesn't have much for details. From what I understand, chrome has a built-in viewer, so how do I get this to work?
Build 10510 - Delete REQ/INC/PRB/CHG + Reset Counters
Hi there, We're close to switching on our instance to live and I need to delete the dummy content we've been using for testing and reset the counters. I've seen from the forum posts that this can be very build specific. Can I please get some instructions on how to achieve this with the above build? I'm reasonably sure we're using MySQL. As this is a common task in new deployments of a SD solution could this activity be built into the application in the Admin settings? TIA, Dave
Stop response due by date with workflow
Greetings everyone, I am using service desk plus on Demand and I was wondering, if there is any possibility to stop the response due by date using the workflow. We send automatic mails out of the workflow by going through it. Normally a mail sent out of a ticket will stop the due date, however the same does not go with mails sent by the system out of the workflow. Is there any possibility to achieve this or to for example stop the response due date with a ticket-state? Thank you very much!
[SOLVED] "SDF-72081" Can I change the link text that $SurveyLink generates?
It appears that when I use $SurveyLink in a survey template, the resulting email has the following text for the 2 links: Attend Survey Skip Survey Can this be changed? "Attend Survey" is not really common in American English. "Complete Survey" or something similar would be better. Can I change it?
Non-AD users able to request a SD+ requester account?
Hello, A third of our workforce actually have AD Accounts, the other two thirds do not. I am going to be setting up an HR Section in our Service Catalog and we need those team member that do not have AD account to have the ability to request a local login from the login page with the ability to use their personal e-mail address. How can i go about setting this up?
IT analytics in 90 seconds: Derive unified insights by correlating IT Asset Management with Incidents and Changes
Improve resolution times and reduce the impact of downtimes on business by using Analytics Plus to draw unified insights of assets, incidents, and changes. If you're not already using Analytics Plus, download your free 30-day trial today.
Deleting Old Open tickets
Hi, Is there an option to old tickets (huge in number) in one bulk operation. Can you pl let know if such an option available. Regards, R Karthikeyan
Installing on fresh Debian 10 (64 Bit) VM fails
Hello everyone, I was trying to setup a new installation of HelpDesk Plus, but the Installers stop with following code: =============================================================================== Pgsql Err Msg ------------- Problem in Initializing Postgres !!.. Kindly check logs... PRESS <ENTER> TO ACCEPT THE FOLLOWING (OK): So my question, where are the logs and what could be the issue? Thanks for every help! Cheers, Stephan
report on individual response times
Dear team, I would need a report that lists all individual tickets and their response time.Can you please assist?
Copying and pasting from word document into solutions article
I'm currently setting up our knowledge base and copying and pasting existing knowledge base articles from word to the solutions editor. It does not copy correctly. It double spaces lines etc and makes it look weird. Is there going to be an upgrade of the solutions editor or is there a work around. I have attached a screenshot showing the difference. Very annoying as I don't want to rewrite all the information. Cheers, Jamie
Error while upgrading
Hello, I'm trying to upgrade our servicedesk application from 10.0, 10013 to SP1 and i'm getting the following error: 13-aug-2019 14:25:50 [com.adventnet.servicedesk.updatemgr.util.SDPatchValidatorUtil] [INFO] : Going to execute the SQL :: [select t1.TABLE_NAME as LOCALTABLE, c1.COLUMN_NAME as LOCALCOLUMN, t2.TABLE_NAME AS REFTABLE, c2.COLUMN_NAME AS REFCOLUMN, FKColumnDefinition.FK_CONSTRAINT_ID from FKColumnDefinition inner join ColumnDetails c1 on FKColumnDefinition.FK_LOCAL_COL_ID=c1.COLUMN_ID
Powershell Script issue
Alright, I give up. I've been working on it a couple days now and I still can't get it working. Hopefully someone can tell me what I'm doing wrong. Let me start by saying I am not at all interested in setting up Python on my server. I'm sure it's wonderful, but I've already got my hands full and I can't afford to put Python on my to do list. So, I'm trying to set up adding an approval and sending the mail via Powershell script as a Custom Trigger. My SD install in on prem, and version 10.5 (build
API V3 - search_criteria children
I'm trying to set up a search query using children in the search_criteria (as per the API guide ), however this throws a 4000 error on query. The query works fine if I split it in two and combine the results, however a single one would be better "list_info": { "row_count": "50", "search_criteria": [ { "field": "site.name", "condition": "is", "logical_operator": "and", "values": [ "Sydney","Melbourne","Singapore" ], "children": [ { "field": "site", "logical_operator": "or", "condition":
Message in Notification Rules
Hello everybody, since the update to version 10.5 build 10510, the messaging rules are confused. I have attached a screenshot. Greetings Jan
How get notifications from json request?
Hello Is there any way for get new technician's notifications by json request?
Roadmap update
Can we have the roadmap updated? The last was in June. Thanks.
[ SDF-81277] Pick List sort
Hi there, I have a pick list in the 'Change - Additional Fields' that has the values {High, Medium, Low} It's sorting alphabetically so it offers the options as {High, Low, Medium} It's not that important but it doesn't make sense in the context of what I'm doing. Apart from using something like {1 High, 2 Medium, 3 Low} is there any way around this?
Service Desk admin configuration changes audit report
Hello, I want to know if i can perform a query to audit the changes made from SDAdmins please? thanks!
[ SOLVED ] Spam Filter Does Not Work
I am trying to block some emails but the spam filter is not working. I've tried the following rules with no success. sender ends with .ru sender ends with .xyz sender ends with @domain.com None work if either only one rule is enabled or multiple. We are using version 9.1 build 9121. Thanks
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