Can't find field in translation list
There's a field on our templates called 'Send copy to these user(s).' I don't know what the field was originally. I'm trying to shorten this text and it isn't showing up in the translations search. It also doesn't appear in the 'My Modifications' screen. I can't scroll through all the translations. Is there a trick to finding the one I need?
Unknown printer
Whenever I scan some Xerox printers, SDP returns the product as "Unknown Printer", however, the SNMP scan does pick up the sysDescription as: sysDescription : Xerox WorkCentre 7220 v1; SS 072.030.004.09101, NC 072.034.09100, UI 072.034.09100, ME 018.001.000, CC 072.034.09101, DF 012.003.000, FI 015.002.000, FA 003.011.009, CCOS 072.004.09100, NCOS 072.004.09100, SC 010.088.000, SU 030.116.00294 If I manually change the product from Unknown Printer to Xerox WorkCentre 7220, the next scan puts it back
ServiceDesk Pro: Error occurs for single technician on requests page
We have an issue that a single technician cannot access the requests page. when attempted it displays the message "Sorry an error has occurred". I created a support bundle and checked through the logs but could not spot anything helpful. All other technicians are unaffected and the technician with the issue can access any other ServiceDesk page without issue. I have tried changing the technician to a requester and then back to technician a few hours later. Restarted the service and server but no
Reorder Service Categories
I need to reorganize the Service Categories and when I click Reorder, one of the Service Cateogries doesn't show up in the list. IT ONLY is missing from the Reorder screen. Why is this happening?
Upgrade to 10500 Failed from 10013
I downloaded the file to upgrade to 10500 and I have an error. This appears in the log: Jun 14, 2019 11:24:36 AM [com.adventnet.tools.update.installer.UpdateManager] [INFO] : Jun 14, 2019 11:24:36 AM [com.adventnet.tools.update.installer.UpdateManager] [INFO] : Invoking UpdateManager in UI mode Jun 14, 2019 11:26:02 AM [com.adventnet.tools.update.installer.ApplyPatch] [INFO] : The ppm file path:C:\ManageEngine\ServiceDesk\updates\ManageEngine_ServiceDesk_Plus_10_0_0_SP-1_0_0_Windows.ppm Jun
Error Upgrade From 10021 to 10500
HI, I have problem with upgrade linux version of Service Desk to version 10500: - Post invocationi in progress - Post invocation in progress Applying DB Level Changes "Error Occured" How could I resolve this issue? Regards
Add multiple Transports to Change Requests
Hello, We are currently trying to implement our IS Change Request process into ServiceDesk. Is there a way to add multiple items similar to the Purchase Request Items. As a work around, I added Additional Fields to Worklogs. But, how many worklogs can we had to an Request.
Custom Schedule emailing technicians with pending requests does not longer work
Hi all, Since version 10020 the custom schedule referenced here: https://pitstop.manageengine.com/portal/kb/articles/how-to-email-pending-requests-list-to-each-technician-periodically does not longer work. Has anyone found solution to it? Thanks, Tom
CSV format for requestors
Good morning, I have just installed ServiceDesk Plus and am now configuring the system. To avoid to create each requestor by hand, I would like to create a CSV file and import it in ServiceDesk. Unfortunately, I wasn't able to find a documentation about the needed format. So, which fields are mandatory, what's the name of the columns, do I have to respect an order of the columns in the file, etc.). Does anybody have an example of such a file? Thanks for your help! Best regards Rolf
SD Plus ServicePack 10.0 Build 10021 Failed
Im currently on SD Plus 10.0 Build 10020 and need to install the service pack for 10021 allowing me to upgrade to 10501 on Linux. It seems to install to around 8% then finishes with Uninstallation completed. Click view logs and all are empty. I've tried lots of downloads from different browsers and all end with the same result. File called: "ManagedEngine_ServiceDesk_Plus_10_0_0)SP-1_0_0_Linux.ppm" INVALID NODE: customPatchValidator INVALID NODE: AutoCloseDelay INVALID NODE: customPatchValidator
How could I mass update the region?
Hey everyone, we got a little issue on our ticketsystem. There are many tickets that without a region. So I was thinking of two ways: First, I oversaw a feature on the ServiceDesk OR I could SQL Update on our PostgreSQL, but I can't find the right table. Does anybody know in which table the region of a ticket is saved? Cheers, Stephan
Cannot Upgrade to ServiceDesk Plus 10503
Hi ManageEngine, I am currently running 10500 and when I select the 10503 file to install in the UpdateManager.bat I receive the following message: "The file that you have specified is not compatible with this product." Have you had this reported by other customers? Thanks, Brad
Creating a Request from an email
Good Morning, We are using the free version of ServiceDesk Plus, version 10.0 Build 10011. We are trying to get an email from a user converted into a request. Here is what we have done so far. - We have an email set up on exchange "helpdesk@mydomain.com". - We have ServiceDesk Plus setup to fetch emails from this mailbox. - I can log into this mailbox using webmail and watch emails come into this box, then watch them disappear a minute or so later, so they are being fetched by ServiceDesk Plus. Where
ServiceCatalog Pick List populated from Requesters Location Data
For our onboarding a few required fields we have under general employee info include the Department and what City Building the user will work in. Our "City Building" additional field is a very long manually updated Pick List. Is it possible to have a Pick List that is generated from current information already found among other requesters within SDP? Also if the above is possible or not it would still be a very long list. To further enhance it for the person submitting the request, would it be possible
Why is NIO even required?
It seems the NIO port stuff is a new(ish) requirement. Previously we had the ServiceDesk Plus server sitting behind a load balancer that handles SSL termination for our entire web presence. After upgrading to the 9300 branch, we started to notice long page loads, etc, and couldn't figure out why. Come to find out some things load over (default) port 8081 for whatever reason. We do not have port 8081 exposed to networks that people have access to ServiceDesk from (and won't), and as such, all
Need a help with translations
Hi, i restored service desk plus backup to another installation, everything went smooth , but translations did not restore, can anyone tell me how to export translations from one installation of service desk to another?
Trimmed Scheduled Backup
Our attachments are stored on a separate drive than our application, and the attachment drive is backed up daily. Is it possible to schedule a trimmed backup, or is only a full backup available on the schedule?
on call schedule
Is there a way to create a On call schedule in ServiceDesk Plus?
Move Configuration Item trough levels tree
Hi, We have a customer configuring a CI trough levels tree, he introduce "PC" below "Cascos" "Cascos" now is the parent CI of "PC" Now, customer make a mistake and need to move "PC" to parent tree but this option does not exist. "PC" can't be in level 1 of levels tree again. Do you have a solution about this problem?. Regards,
Roles - need another layer to view tickets
We'd like to propose another layer of tickets views for Roles/Permissions. Right now there's All (everything), Site based, Group based, and ticket based. We'd like to be able to provide a lens for some technicians to view tickets across some, but not all, groups. We know this can be accomplished via adding a Technician to said group(s) but this also then lists them as available technicians within the group. Also, by adding everyone to all groups it reduces the purpose and value of team separation
User Satisfaction
Hi Team, we are facing some issue in user satisfaction. User 5 star rating on user satisfaction but star rating return to default or 1 star even user has changed several times. Kindly assists on this matter. Thanks
Technician cannot close ticket
Hi Team, we are facing several tickets that have difficulties to close or resolved the ticket. The support group cannot close the ticket as usual. I have attached the screenshot regarding this issue. Kindly assist us on this matter.
Task in to Request Field
Hello Everyone, I have been able to show parent request field info in child tasks. What I am looking for now is to also be able to updates request fields based on task entries. For example, we have a New Hire workflow that involves multiple tasks. Information is entered in to the task such as an assigned phone number. Ideally that phone number would update/populate an "Assigned Phone#" field in the parent request. Does anyone know if this is even possible?
Multiple requesters created from one AD account
Hello, currently i have SDP 10 synced with my AD on premises. also we have Office 365 email service attached to the organization and uses the on premises AD to sync as well. For this to work, In the AD, we have configured for every user the login option as: - login: user - login: user@o365email.com well, back in the SDP, i just found that users can login via "user" and via "user@o365email.com" just if the AD password is correct. This creates duplication in the requester and obviously every account
Share dashboard with not techs
Hi there are any way to share the dashboard with a user that is not techs. Right now my director want to have access to the stats and he does not have a tech user. Or any way to share a online report? Jacir
Feature request: Group chat multiple technicians
Good morning, I like the new technician chat :-). It would be even better if it was possible to create a group chat with multiple technicians. Is it possible to create this? Best regards, Jeroen
SD API slowdown
Hi all, for a number of months now an installation of ServiceDesk I have been working on has been experiencing significant slowdown in the speed of ServiceDesk API calls. We are talking about every single call taking between 30 seconds and a minute, and this applies to different types of calls dealing with the Requests module. Any suggestions on what could be done to improve the situation, perhaps a section in the documentation or an article or an earlier forum post that deals with this? Thanks in
[SDF-78952] Hide "On Behalf of" in template
We recently enabled our On Behalf of Field as we'll be wanting to use it for a few new incident templates are are making for on boarding. But we have other templates we really don't want it on at all since it would only cause confusion for our requesters. Is there a way to hide this field in a template? I don't see it at all except when I preview the template as a requester.
Rebuilding Test Server
I am rebuilding a test server. It has been long time since I built this one. I am going to uninstall the existing version and go with the current version that is in our production which is 10.0 Build 10017. What steps should I follow? This so for test environment. Thanks
Moving DB from Test Server to Production SQL Server
I would like to move our SD database currently residing on a test server to SQL Server production server. Will this step take care of it or should I move the database within SQL and point it to the database from SD? Which is the best way to go about? Take a backup of servicedesk using backupdata.bat Stop the SD application. Run ChangeDBserver.bat from SDP-home/bin folder. Provide new MSSQL server details in the GUI & save the settings. Start and stop the SD application (this creates the MSSQL database)
[SOLVED]Technician Availability Chart
Hi, What permissions do i have to give other tecnician's to see other technician's availablity as at moment they can only see there own. Attached is what they have currently: Thanks Keith
Untitled attachment xxxx.dat
Hi guys. I have the problem with a ticket created by email. ServiceDesk sometime sends a notification by email with attachement named "Untitled attachment xxxx.dat" I don't know where the attachement come from? Somebody can help me to remove it when ServiceDesk create an emails?
Lost letter
Hello! We have had an error on April 8th, 2019. A requester has sent an e-mail to inbox used for create tickets in ServiceDesk. The e-mail has been received by the inbox, but no ticket has been created in SD. Could you please help us to solve the issue? Version: 9.3 9332 Sincerely yours, Dmitriy
Ticket Colours
I may be mistaken but at a recent SD+ workshop I am sure we were introduced to the ability to see tickets in a queue and individually highlight them different colours for easier administration but for the life of me I cannot find anything referencing that feature. Any advise or tips on getting something similar implemented would be greatly appreciated. Build 10.0 PGSQL
Technician Availability
Is there a feature or way that when a technician calls in sick and there is no backup technician that handles that persons tasks and we mark them on leave that the sla's associated with those tasks can be put on hold without having to go into every ticket for them or that gets assigned to them and putting them on hold..... some of these are maintenance tasks and not as big of a deal to worry about re-assigning but we still don't want sla violations out there.... some people really have no backup
User Interface (UI) customization
Gents, It seems you made ServiceDeskPlus for admins. Where is a nice interface for users (Self-Service Portal) ??? I can change Self-service Portal widgets position. And that is all. How can I modify [background] colors, fonts size, borders, titles, frames, etc (CSS) ? Just compare Dashboard page for admins and UI Self-Service Portal. There is two different worlds. UI is ugly, plain and poor. Thanks
.MDMP files
Hello users, Lately we have been receiving requests related to piling-up of .MDMP files in the directory ../ManageEngine/ServiceDesk/bin. We would like to inform you that these are dump files generated by operating system on the event of application crash. It contains data from the application's memory state at the time of crash. Reference: https://community.tableau.com/thread/251030 We would not require these .MDMP files and can safely be moved to a different location. Ensure ServiceDesk Plus gets
People who have upgraded to 10.5--is SDP crashing for you constantly?
We upgraded to SDP 10.5 about two weeks ago. The application crashes almost every other day. I contacted support and they had me uninstall the old SDP, then perform a clean install of SDP 10.5 using the 10.5 installer so we could start fresh. Ever since, SDP crashes every day or every other day. I contact support and they restart the services like 10 times then say the issue is resolved. THE ISSUE IS NOT RESOLVED. I'm curious how many other people are having similar issues to us. SDP is installed
Interface freezes for awhile when sending email notifications
Is anyone else experiencing delays when ServiceDesk triggers a notification event? For example when a ticket is updated and a notification is sent to a user ServiceDesk will hang for 20-30 seconds. This happens for all email notification events in ServiceDesk. I am able to telnet from the SD+ server to port 25 on our email server (same subnet) with no delays. Running SD+ version 9.0 Build 9039
Technician Training Dashboard - Logging records for coaching technicians
Is there a plan to have a feature wherein we can log coaching sessions with technicians within SDP? We have SMEs, Managers, Supervisors, Senior IT personnel who regular perform coaching sessions for new and existing technician for handling improvement on a specific record (i.e. Request, Problem, Change, etc.) Right now, the log recording is all over the place - some in spreadsheets, word docs, and other platforms. It would be easier if we can easily manage it within SDP.
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