Enable Embedded Pdf files for solutions
It would be very cool if you allowed for PDF files to be embedded into solutions
(SOLVED)Merge requestors and keep history
Hi, I have seen the possibility to merge requestors in SDP, but my scenario is as follows: We are underway to change AD-domain. All our users will be able to be mergered once the new domain is synced to SDP. However, we want all the history of each requestor to be merged as well. Will the history of each requester follow the merge or will it be lost?
[SOLVED] Report of roles and permissions
I need a in a matrix report showing all the defined roles and their corresponding permission
SD+ Cloud - Enterprise Service Management
I just received the announcement about the new enterprise portal for the SD+ cloud version. This is a feature/functionality we the community have been asking for a while -- is there an ETA for the on prem release? --------------------------- One organization. One portal. Multiple instances. Your IT service desk isn't the only place employees go for help. Just like IT, departments like HR, Facilities, and Admin have long been the backbone of organizations. That being said, these other departments
WORK WITH TWO DIFFERENT OPERATIONAL HOURS
I HAVE TECHNICAL SUPPORT IN MANY COUNTRYS WITH THE OPERATIONAL HOUR IS DIVIDED: OPERATIONAL HOURS - START TIME 09 END TIME 12 - START TIME 14 END TIME 18 BUT THE SYSTEM SDP DOESN'T HAVE THIS OPTION TO WORK WITH TWO DIFFERENT OPERATIONAL HOURS AND THIS IMPACT TO MY SLA. THIS IS VERY IMPORTANT TO MY COMPANY .. DOES ANYBODY HAS THIS NEED? RGDS CARLOS JUNIOR
Technician gets unknown error from API
Hi In one of our templates we're using a form and field rule script that gets information from the CMDB. It works fine for everyone except for one user. When looking in dev tools and network I can see that the API respond with an unknown error: {"API":{"response":{"operation":{"result":{"message":"Unknown error.","status":"Unknown error.","statuscode":3001},"name":"read"}},"version":1}} We're running version 9420 but i've experienced this problem before in version 9326 however that time the problem
Set default update request status for reply
Good Day, Whilst replying to a Ticket one can update the status for example to "waiting for response" in order to pause the SLA. However, the status needs always to be selected by the technician manually. Is there any possibility to set for example the "waiting for response" status as a default when a technician replies? Thank you for your help!
[SOLVED] Query Report | Add windows version to query
Hello, Is it possible to add the windows version to this query? SELECT MAX("resource"."RESOURCENAME") AS "Asset Name", MAX("product"."COMPONENTNAME") AS "Product", MAX("aaaUser"."FIRST_NAME") AS "User", MAX("deptDef"."DEPTNAME") AS "Department" FROM "Resources" "resource" LEFT JOIN "ComponentDefinition" "product" ON "resource"."COMPONENTID"="product"."COMPONENTID" LEFT JOIN "ComponentType" "productType" ON "product"."COMPONENTTYPEID"="productType"."COMPONENTTYPEID" LEFT JOIN "ResourceState" "state"
[SOLVED] Automated closure of incidents
We have 30-40 requests per day that come in to our ServiceDesk that we would like to automatically close. We need to keep them logged, otherwise we would just delete them. We can come close by editing several issues at once, but then they still need to have a resolution manually entered, one-by-one. Is there a way I am missing that would allow us to do this?
[Tips & Tricks] Approval actions notification with customization are available from 10004 build.
Older builds of Service Desk did not have customizable notifications for specific users on scenarios when the approval action is taken on their tickets. Now we have the following notifications available from 10004 builds of Service Desk. Enable/Disable following notification for requesters (Admin tab -> notification rules -> requester tab) Following notification can be enabled for users (Ticket Owner, Requester, Editor and Approval Sender) Next - [Tips & Tricks] How to effectively use mentions
Remote Desktop session completion user notification alert not available
HI, Kindly be informed that we are using Manage engine SD Plus 9.4 Build 9425 using agent based remote desktop connection. After establishing the remote session there is no alert or notification from users side to confirm the remote session active status and there is no remote session status bar for active session as well as disconnection. Requesting you to kindly provide solution on this regard. Thanks & Regards, Rajesh.B
[SOLVED] servicedesk (again) refuses to start
hello All of the sudden our servicedesk program no longer works. I went into command prompt as administrator and ran the command startdb.bat System reported back 'Database server successfully started' I then used the changedbserver command, which reported back 'OK' Product version from installed location: 10014 Product version from database server: 10014 When starting the service desk however, I got the same problem again, namelijk after the message that service desk was starting, a lot of dots and
Please Scan Barcode Message
I'm trying to start our asset database by scanning vendor serial barcodes. Once I scan the code and fill in the subsequent information and hit ADD ASSET I'm getting the message "please scan barcode" up in the barcode field even though the data is there. I found you can't hand key the data (weird) so right now I've configured my cell phone to work as a scanner which works perfectly. It's transferring the number exactly as it is on the laptop, but the software apparently won't accept it. Does the software
Incident catalog is not scrolling
Incident catalog is no longer scrolling down in 10016, worked fine in 90xx. While I appreciate there is now a search feature, being able to scoll down that list from the Requests screen was crucial. Please fix this feature.
Expand all notes in build 10000
In previous versions I could read all notes without expanding them. That is great if I need to followup on the case. But in build 10000 I must manually expand every note to read them. If there is alot of notes I must do many mouseclicks to open them all. Please add a "Expand all notes" button.
Not able to upgrade ServicDesk Plus 9335 to 9400 as per upgrade sequence
I am getting error as below --- Workorder to multiple CI Migration is not complete. Please refer link --- Sending attachment -- I followed instruction provided in link as below --- Workorder to CI: Go to the Reports tab and click New Query Report. In the Query Editor displayed, paste select Globalconfigid,category,paramvalue from globalconfig where category like 'WoToCIMigration' and parameter like 'IsCompleted'; and click the Run Report button. The result must display "true" under the paramvalue
[Tips & Tricks] Field-level encryption
Hello folks, Field-level encryption provides the capability to encrypt sensitive data in specific fields. This allows you to securely upload user-submitted sensitive information to your web servers. The sensitive information provided by your users is encrypted at the edge closer to the user and remains encrypted throughout your entire application, ensuring that the data is handled only within the applications that need the data. As you may be aware, we can add additional fields in ServiceDesk Plus
Delete Support Group in SDP
Hi Everyone, I need to delete all previous support Group in my service desk plus but i am not able to delete them . Is the any possible to remove all tickets from SDP and refresh it to the default without any side effects be able to have a new policy or etc . Thanks Hamid
Upgrade issue from version 10000 > 10016
I was trying to upgrade from version 10000 to the latest version and I received this message.
Restrict ticket submission or logon by user type
My organization closes ticket submission during certain times of the year. Unfortunately, users don't read the Announcement pop-up and submit a ticket anyway. The same goes for submission during outages. For example if a server or platform fails, we need to be able to restrict ticket submission until the issue is resolved. Otherwise, we end up spending time closing tickets that didn't need to be submitted in the first place. It would be nice to either A: Restrict logon to service desk by user type
Closed Request
Should a closed request be locked so users are not able update request or add more tasks?
image signature shows blank after fetched
We are having issues with images showing blank after fetched into SD+ when I look at the original message in outlook, the image is there, but after it is fetched into SD+ it is a broken image and blank.
restoring data issue
Hi we are trying to restore the data and we are getting this error java.lang.Exception: Exception occured while restoring, CheckSum file is missing /opt/ManageEngine/ServiceDesk-20190401/backup/backup_postgres_9411_fullbackup_03_27_2019_17_59/backup_postgres_9411_fullbackup_03_27_2019_17_59_part_1.data,path ./backup_postgres_9411_fullbackup_03_27_2019_17_59_part_1.data.txt please help us on this as we are stuck
Only allow ticket owner to close ticket
We are using tickets with multiple tasks assigned to various people. The ticket owner is ultimately responsible for ensuring the work is done and closing the ticket. Currently anyone that is assigned a task under the ticket can close the ticket. Is there a rule that I can set to make sure that only the ticket owner can close the ticket? Thanks
My Approvals widget: hide requests not assigned to user
Hi, I was wondering if it's possible to show in the "My approvals" widget only the request approvals a user has assigned to. Example: 1. requester1 adds a request 2. the request has as the only approver: approver1 3. email is sent to approver1 4. approver1 can see the request in My Approvals widget and approve it 5. also approver2 can see the request in the widget but can't approve it. it says "Invalid key" as expected It's possible to hide in the widget the requests an approver can't approve?
Survey Email
I'm trying to customize the email that SDP sends to users after a ticket is closed. I want to add in the email the Request ID, Title, Created Date and Technician. I've edited the survey as seen below. However, when the email is sent only the $RequesterName is working, the other values do not populate with information from the ticket. Please let me know if 1) I'm doing this wrong or 2) this cannot be done. Thank you. Dear $RequesterName, Please help us improve our service by completing this short
[SOLVED] Ticket resolved getting closed
Hi. Since last update we have something new happening. When a technician has set a ticket to status resolved, and the requester closes the ticket, the technician gets an email, which just says the ticket is updated. Nothing more. Where can i either disable this email notification, or modify it with a better message? //Jens
Notification bell dropdown - add request subject
Hi, At the moment the dropdown from the notification bell lists items in the form: " Request ID <<>> is appended with requester reply" I think it would be useful if the request subject was included as well. In my environment technicians get emails when requests are updated, and so don't rely on the notification bell for primary updates. As such, when looking at the notification bell list it is not possible to tell from memory which items you have already seen and which you haven't (unless you can
Script Master - 2: How to send custom email notifications to users.
Good Morning Folks, You all know that ServiceDesk Plus has notification rules and customizable templates to notify requesters, technicians, and other stake holders at various stages of the tickets. However, the flexibility to design and trigger a notification based on a combination of values in the request form will always drive contextual advantages in service delivery. This week, the Script Master deals with sending custom notifications from ServiceDesk Plus when a criteria is met.In case you've
[SOLVED] ManageEngine ServiceDesk Optimization
Good day! Recently, I updated ManageEngine ServiceDesk from 9300 to the latest version 10016. It began to slow down a bit. I found out with the help of the developer’s tools, that in the browser it was trying to access port 8081 on https 443, what kind of port it is, can it be turned off. If I redirect it to 443 on my proxy, will this break some functionality? The second question, I remember earlier, was a certain guide, according to recommendations for setting parameters for java, but it touched
Multiple Upgrade Packs
Hi all, We're looking at upgrading soon, however, we're very behind. (v9.1.0). We would like to get onto the latest version. Has anyone had experience adding that many upgrade packs at once? Or is there a better option to bypass doing all of the packs and go straight to the latest version (10.1.0) Cheers, D
[SDF-41306] Notification email update from CC user
When a user emails a reply to a request who is not the requestor, is there a variable I can use in the technician notification template for the person that sent the email? All I can find are variables for the requester. As configured it always looks like the requester sent the update and not the person that actually sent the email.
System scan automatic swapping laptop assets
we have manage engine service desk plus 9.4 Build 9425 For some laptop assets, While scanning it is swapping automatically between different laptops. Following Error_message appears in system log viewer " nao172 has been renamed as nao172_old. Reason:This could have happened if the names of the machines nao172 and nao043 were swapped in the network. This was identified while scanning the machine with name as nao172 in the network which had the same agent id - DESKTOP-4KP8N75_1544677452200. nao043
Feature Request: Notification on CR modification
We'd like the ability to notify a Change Owner when their change request has been modified/updated by another role within the ticket. This notification would improve speed and acceptance with the change process. In our environment, the Change Owner manages the change through its' lifecycle but does not necessarily enter all the ticket details. They rely on team members to enter certain fields/areas and coordinate with multiple members in order to move the change ahead. A similar notification is
Admin > Technicians is really slow to load
We're using 10016. Ever since we've had SDP, whenever we go to Admin > Technicians and do anything (viewing, saving, editing, etc.), everything is super slow. Like at least one minute to perform each action. Is this a known issue? Does anyone else have this issue? I contacted support about this probably a year or two ago and they weren't able to reproduce it so it has remained unresolved. Thanks.
[SOLVED] Delete History, Trash Can, Undo
Hi, I'd like to propose the idea of adding a trashcan like feature. When a request gets deleted, there's basically 0 trace of it left in the ServiceDesk Plus portal. This becomes an issue if/when a request is accidentally deleted. I'd like to suggest any/all of the following features: -Add trashcan where requests go to when deleted - (one can empty the trashcan to permanently delete and/or the trashcan automatically empties after a certain time period) -Add an undo delete feature - (in case a
Change Management - How to track port changes
Hi, We are implementing the Change module soon in our company. We just want to understand how to secure that we use the change process in the right way. How do log a change of a port in one of our firewalls in the best way; A: Shall we create a Change Template called i.e. Infrastructure changes with a new port field to fill in? B: Shall we create Service request for Port changes in Self service portal that and then assign as an Change? Or how shall we do this? Since we want to be able to track infra
Join us for a live webinar featuring most awaited "Request Life Cycle" feature
Hello folks, We are delighted to announce the release of ServiceDesk Plus version 10 with our much-awaited "Request Life Cycle" (RLC) feature. RLC lets you design the complete life cycle of a ticket visually using a simple, drag and drop canvas. Break down the life cycle of a request into various statuses and transitions, i.e., conditional actions required to move from one status to another. You can apply the following using RLC Guidance to the technician throughout the request process. Dive deep
[SOLVED] Reporting on Service Catalog Additional Fields
I am working out of a SQL database and am having trouble reporting one of our user defined fields associated with one of our Service Categories as it seems to be sharing the Column Name (UDF_CHAR1). Could anyone direct me to the right table or show me the correct joins in order to report on this field? Thank you
[SOLVED] Stop schecudled backup
Hi to all, we need to stop a scheduled backup but if we execute this sql query: update Task_Input SET OPERATIONAL_STATUS = 4 where SCHEDULE_ID = (select SCHEDULE_ID from schedule where SCHEDULE_NAME = 'BackupSchedule') the backup doesnt stop. Could you tell us the correct SQL query to stop it? Thanks in advance
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