Service Desk Build 10501 Slow In Internet Explorer 11
Hi, After successfully upgrading our TEST environment to the most recent Service Build, I am noticing Service Desk is extremely slow in IE 11. This however is not a problem if using Google Chrome, its almost completely the opposite. Any idea's on what could be causing the issue with IE? Thanks
ITIL incident management & SLA & response time
Hello When defining SLA's in SD+, you can configure a response time: What is the criteria for triggering the response time? How does SD+ know that a response has been undertaken for a ticket? Is it the automatic mail to the requester, when a ticket is created in the system? when a technician sends a first mail? when the request status is set to 'in progress' ? Thanks for helping me to understand it. Best regards, Marc
License SDP Expire
Hi Manage Engine Support , We currently use the SDP type subscription, which will end the contract on 5 October 2019. In the meantime, we are processing the contract renewal which is under consideration from the management. Could you please let us know what will happen if we couldn't renew contract before 5 October 2019? Best Regards,
Launching advanced analytics for ServiceDesk Plus' asset management module
Hello folks, We're delighted to announce the launch of advanced analytics for ServiceDesk Plus asset management module. You can now gain a complete overview of your enterprise's IT and non-IT assets—all in one place. With advanced analytics for asset management, you can, Get actionable insight to improve asset performance and software usage. Plan asset purchases, taking into account the complete history of assets such as purchase cost, active life, percentage of depreciation, and residual costs.
links
Does anyone know how i can link the following how do i link requester name, assets, department and site so that when the requester adds their name all of the above are auto populated.
Trigger notifications to requesters
I am looking to notify specific Requesters that a new hire is coming on board. These requesters will be in responsible for creating accounts for said new hires. I have a template setup for our HR team that will come to the IT team when someone is initially hired. I need to be able to perform a task that will notify users that are not technicians so that they can begin creating the accounts for the systems that they are responsible for. What is the most efficient way to do this? Thank you for the
flushing of logfile
Hi, In the logs directory there is a file called sso log. This has the size of almost 1 GB. Is there any way to flush the file automatically? We really don't need log 1 year back, and it should be flushed on a weekly basis. Best regards Thomas
JESPA.LOG file up to 2 GB
Noted this log file is getting pretty big. Properties say it was last modified in 2017. Any reason not to delete it? Path is "Manage Engine\Service Desk\Logs". We are on Service Desk Plus 9400 (soon to be 9411). Thank you.
Copy values from one field to another in bulk
Hi folks, I have a field that was specific to a Service Request that I'd like to replace with a common field, but I have to preserve the data. My thought was to add the common field to the existing template and I was hoping you could provide me with a way to copy the values from one field to the other. In this case, the request field is a date field called "Eff. Date" and I'd like to copy the values from that field to a common field called "Effective Date." Thanks, Adam
Email added to old ticket conversation with no delimiter
Odd thing popped up (Build 10500). We use the standard delimiter ## in the subject of emails. Normally when a user sends an email to the inbox with ##request number## in the subject, that ticket's conversation will get updated with the email. We just had, what strongly appears, to be an old ticket update that did NOT have the ##request number## in the subject. This email should have created a new ticket. I cannot figure out how this happened. The subjects of the tickets were identical. Has new logic
Templates not showing up to Technicians after upgrade to 10503
Dear All after upgrading to version 10503 the request catalog templates displaying all services and incidents stopped showing up for technicians while it is being displayed normally to normal requesters. the problem was faced only after the upgrade while it was working in version 10502 anyone experienced the same issue? thank you
Changing the Additional Field Type
Why is it not possible to change the current format of the field to other format? We currently have fields in use that we would like to change the field format ( Ex. Single Line field is used to with amount by users) but what I can only do is to remove/disable the field and insert the same with different format. But by doing so, we will lose the field in the already created requests and the new field inserted will be blank. It would be tedious to update the existing request one by one.
SDReport role problem
HI, I assigned built-in SDReport role to one technician, but when he log in, he don't see any reports, every reports group are empty. If I add him SDAdmin role then all reports are visible. How to assign to one technician full access to every raports on SD?
Getting ISO date from a DateTime field?
I'm trying to get a date in ISO format by extracting the data from a DateTime field in the following manner: var startDateValue = $CS.getValue("GUDF_DATE2"); var startDate = startDateValue.getYear() + "-" + startDateValue.getMonth() + "-" + startDateValue.getDate(); Instead of producing a date in a format similar to 2019-06-19, the output I'm getting is along the lines of 119-6-1 . What is the correct syntax to achieve this? Thank you.
Masterclass – ServiceDesk Plus online training series - session 2 May 29th
Hi folks, We're hosting a webinar May 29th on Building a highly responsive service desk using ServiceDesk Plus, the second session of our Masterclass series. We'll be talking about how you can use ServiceDesk Plus to: Establish communication to reduce ingress of tickets Assemble an incident response team Collaborate effectively to quickly resolve the issue Automate incident management processess Initiate root cause analysis and enrich the knowledgebase Using examples, we'll demonstrate how
License Management for Thin clients
Hi There, We have a fleet of 400+ Wyse Thin Client devices. These devices cannot be scanned as they do not allow software to be installed on them. Manually completing the software assignment for each of these Wyse boxes is a very time consuming and complex task. We believe there may be a way to automate this process by using the back-end databases/table of the asset register to import the asset and the licenses for each asset as well using some sort of programming language. Has anyone done
Problem with menu items
If you enter the parameters, the settings menu appears on the left. Items are divided into categories. When you click on a category - nothing happens, the sub-items of the selected category are not expanded. In version 10501 it worked ... and in version 10503 it does not work.
[SD-71682] How best to "license" things like Internet Explorer, SIlverlight, etc
I'm just curious how others are setting licenses in Asset Manager in SDP for things like Silverlight, patches, IE, etc. All the stuff that is "free" but not really "freeware."
After upgrading to ServiceDesk Plus 10503, the login page is no longer available.
After upgrading to ServiceDesk Plus 10503, the login page is no longer available. I get the message This site is not available. The site cannot start up locally either. The SDP also works normally, I receive email, reports are sent. New tickets that must be created automatically are created and an email is sent to the technician. But I can't open the site, so I can't do anything else with it. When I launch SDP via run.bat everything seems normal C:\ManageEngine\ServiceDesk\bin>run.bat ===============================================================================
Is it possible to Remove Technicians using API?
I don't see anything in the API documentation outside of viewing Technicians and Requesters but I would like to Automate the removal of Technicians to free up licenses as users are terminated. Has anyone ever been able to automate this process or is it even possible? All Google Searches rendered basically nothing.
Create Search Filter for Requests from external domains
In the Requests view, is there a way to create a search filter that will show inbound requests coming from a non-corporate domain? Let's say our domain is xxx.com. I want to see a list of requests sent in from any email that does not match @xxx.com. Thanks
Modifying the Type of software massively
Hello Team. One of our clients has ServiceDesk Plus Enterprise Edition v10500 with MSSQL 2014. Our client exported to an XLS file the list of software that are classified as "Unidentified". Later on the XLS file our client organized and documented the Software Type for each software. Is it possible to import the XLS file back into the Scanned Software with the modified Software Type so that it is massively updated? What are the options to modify the Software Type in a massive way? Regards. Rafael
Auto transition request after apruval to another status
To manage requests we use a life cycle. But faced the following problem. When creating a request, it is in the "Waiting for approval" status, but after approval it remains in the same status and you have to click "approved" after approval, only after this the application goes to the desired status. Very uncomfortable. Is it possible to make an autotransfer after all the approvered. Press approved button PS reject request translates into the desired status automatically.
ServiceDesk Plus 10503 Released
Dear Users, We are glad to announce the release of latest servicepack 10503 for ServiceDesk Plus. This servicepack includes 18 new features and behaviour changes. Take a quick tour of our new features. Check out our Readme for more and download the servicepack here. Try our demo before upgrade. Step by step installation process can be accessed here. Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Gantt project to PDF Small
I have a problem with the pdf resulting from the export of the projects. Although the milestones of the project appear to me, the sheet is too big and there is a lot of blank space left over. Does anyone know what may be happening?
[SDF-74126] Using email address to login to ManageEngine ServiceDesk Plus
Is it possible to use email address instead of AD userid to login to ME? Similar concept to accessing O365? If yes, how this can be achive?
Configuring category, subcategory and item (CSI) in a helpdesk software
Hello folks, Documenting requests help determine how they move through an organization. Today, most ServiceDesk software utilizes three crucial layers to classify requests: categories, subcategories and items. These three key factors of requests can have a huge impact on the success of the ServiceDesk, as they will have huge impact on reporting, SLA constructions, priority degree, the paths requests take throughout the workflow and so on. Culturally, the requester enters a category, subcategory and
disable closer rules for specific tech?
Is there a way to disable specific closer rules for specific technicians? I am trying to automatically close tickets created by ADSelfservice but I have "worklog" and "resolution" as required closer rules. if there is a way to do this, I would like some idea. This is the JSON I am trying to use, it doesnt seem to update either the worklog or the resolution. { "operation": { "details": { "requester": "%displayName%", "subject": "%action%", "description":
Saving reports locally
Hi team, I was wondering if there is any way that I can generate a report, but instead of sending it via email, save it to my local computer or a network share. My next question would be, that if it is possible, can I then run this on a weekly schedule? Cheers
[SDF-56587] Approver unable to approve when request was initially denied
How do we ensure that the Approver can approve a request that was initially denied? The request ticket contains an exchange of conversation between the requester, 3rd-party group, and the Approver. The technician initially sent an approval request, however, the requester was looking for additional information - so the Approver denied the request until all information was provided. The requester provided all the information, then the technician sent another approval. However, the approver cannot approve
Change Request - Add Risk Assessment
Do we have a way to add Risk Assessment to Change Request? In the Risk Assessment we would like to select multiple users that were in the Risk Assessment with the abiliity for each of them to approve they were in the Risk Assessment. IT Group Attendee Signature Approval Date
Using Asset groups in problems/change requests
Hi, I was hoping that asset groups could be used in problem/change requests. We have a large number of blade servers grouped together. I would like to be able to select the group when creating a change. This way instead of adding 16 or 32 server assets I can just select 1 or 2 asset groups. Justin
[SOLVED]Date format
Hi im trying to add the content of a date field to subject but i need to change the format this is my script var nom=$CS.getValue("ServiceReq_User_UDF_CHAR9"); var prenom=$CS.getValue("ServiceReq_User_UDF_CHAR8"); var date=$CS.getValue("ServiceReq_User_UDF_DATE1"); var y="Nouvel Employé / New Hire: "; $CS.setValue("SUBJECT",y + prenom + " " + nom + " " + date); date will show in format Tue Jun 18 2019 12:16:00 GMT-0400 (heure d’été de l’Est) i would like to only show (Jun 18 2019) how could i
Change Planning Check List
Are there any plans to add an actual checklist to the Change Checklist in Change Planning? I don't understand why a checklist is a text box... Is there another way around this in the current system? Thanks in Advance.
Maintain Service Catalog Picklist values from external system
When using custom additional fields in Service / Incident Catalogs, is it possible to maintain the values of a Picklist field by updating data from an external system on a periodic basis via some script or API? For example, if I want to add an Email Group field as a picklist (instead of letting requesters type in) and I want to populate this picklist with names of actual email distribution groups in Active Directory, is there a way to setup a background script on a schedule to keep updating the picklist
[Free webinar] Deliver next-level customer support using advanced analytics for your service desk
Hello folks, We're hosting our next webinar on June 27, 2019, titled, Deliver next-level customer support using advanced analytics for your service desk. Agenda: During the session, we'll discuss how you can leverage analytics to assess help desk operations and behavior, and draw actionable insights to improve customer service. Join us for a free session and learn how to leverage analytics to, Make it easy for customers to raise requests. Make the first response count. Empower users. Identify
SDP - Add scheduled tasks with calendar entries via Service Template
Hi, I have a Service Catalog item with two fields - Start and End Date / Times. With these I need requesters to indicate an object life-cycle (say an email account that needs to exist for a certain period - say a month or so). Once the requester hits submit, I am attempting to create Tasks via custom scripts and list these tasks on agent calendars, so that when End Date comes, they are reminded to close down the email account. What's the best approach to this? Thank you, Sourjya
Reference Template Name in Script
Hi everyone, I was wondering whether it was possible to use $CS.getValue() to pull the name of the template that was used when submitting the ticket. I'm not looking for the subject field, but the name of the template selected. Is this something that is available after the subject line is modified? Thanks
Cannot Login ServiceDesk Plus After Restore Database
We are trying to migrate our ServiceDesk Plus workstation by backup database on our old SD+ workstation (Win7) and restore it into our new SD+ workstation (Win10). We've tried many different ways to upgrade the original workstation to Windows 10, but it keeps failing, so now we are trying migration (backup/restore) method. *The same version of ServiceDesk Plus (8.0.0) is installed on both workstations We've followed the instructions below and backup/restore database from old workstation to new workstation
It is possible to unassign multiple requests?
Dear. Hi all I need to carry out a massive unassignment of requests and leave them without an assigned technician. Is it possible to do this? Could you help me to understand how? Thanks in advance. Regards. Facundo
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