Failed to update, server can not start, backup can not be restored.
So I've been using ME service desk for all of 15 minutes and already feel like I shouldn't be using it although i like the product because i haven't even got it full up and running and it's seems like it's completely destroyed. So I did updates because I though before I deploy why not update to the latest while there is minimal risk. Well apparently updated failed. Okay well fine I did the backups as it recommends. Then wow to my shock these backups are password locked, why? This isn't even optional,
Outstanding CAB approvals
Hi all, I have a manager who is struggling to pick up the notifications that come through to his email for CAB approval. Is there a way to forward face the outstanding CAB approvals on his home page under my approvals?
[SOLVED] How to Access the Full "Recent Items" List?
Hi, We have this nice list at the left bottom of the page with "Recent Items" which displays 10 items. Is it possible to access the remaining items in the same list? If so how? If not is there another way to get that information? I found queries on the forum to be used with ServiceDesk Plus MSP, but I don't want to go that direction until I make sure that there's no simpler way. Product: ManageEngine ServiceDesk plus Version: 9.0 Build 9003 Thanks in advance.
User asset history report?
Is there a query report or a way to run a report that would show me a user's asset history? Basically I am looking a report that shows me this user had this asset and now he has this one.
Feature Request - Recurrence options for preventative maintenance tasks
Hi, I'd like to request that additional options be added to the recurrence options in preventative maintenance tasks. There are specific tasks that we perform as a helpdesk on a monthly basis but don't occur on the same date of each month. i.e. The 3rd Thursday of every month. The options I'd like to see added are as follows: Weekly: Add the ability to run every 2 or 3 weeks Monthly: Add the ability to run on <#> <Day of the week> eg. 3rd Thursday of the month Add the ability to run on First or last
Disable Quick Actions menu
Hi, How can I disable/prevent my techs see Quick Actions Menus?
Task Improvements
We're trying to use tasks more effectively and have a few suggestions -- some may be limited by the architecture of SD+. - ability to assign a Task to a Request AFTER the Task it's created. - ability to re-assign a Task to another Request - ability to link a Request Task to a Project - ability to create a sub Task (nest Tasks) - ability to label/tag or mark keywords for Tasks The last one is related to bug tracking or request tracking within Projects and ongoing support. We continuously receive
worklog for administrative tasks
Hello, I want to track all hours of our technicias, including admnistrative tasks like meetings, holidays, research, etc. How can you track time that is not related to a request, project or problem? I was thinking in creating a task tha says something like administrative work, but I don't know if anyone else has a better idea? regards
Add Project Type to Project Role and allow multiple default project roles on a user account
There are many ways we'd like to expand the project module. On of the most basic issues we'd like to work on is the permissions side of things. We have multiple business areas using Service Desk. HR, Continuous Improvement, IT, etc. Our CI team wants to use the project module to manage projects, and allow all users to see all CI projects. Even though we have a project type for CI, I can't set up permissions how they want. In order to grant all users view only access to CI projects, they'd also
IT analytics in 90 seconds: Crack down on long-pending requests in your help desk
Understand the life cycle of long-pending requests in your help desk using request history reports in Analytics Plus.
[Free webinar] How to manage IT projects like a pro using analytics.
Hello folks, Too many IT projects fail to meet deadlines due to poor planning and follow-up. Join us for a free webinar to learn how analytics can help you better plan, track, and manage projects, to ensure on-time delivery and promised service quality. In this session, you'll learn how to: Use insights from past projects to mitigate potential risks in current projects. Meticulously track the progress of projects using essential project management tools such as burn-down and burn-up charts. Review
Survey Link for Public Access
Hi, Our ServiceDesk is only accessible within a VPN managed network, therefore if a Requester is outside of our network or is not connected to our VPN, he/she won't be able to open the Survey Link. Will changing below be able for our external Requesters open the Survey Link? Version: 9.4 Build 9409
[SOLVED] Adding Images into Notes from Chrome?
Hello, are there any plans to allow adding images into a request's notes in Chrome? We can currently do this in Internet Explorer, but not in Chrome. Thanks!
Helpdesk Survey
What questions is everyone using for their surveys? trying to get some new ideas.
editor field in a service request form
Hi all, Is there a way to set the editor field with a default value during the service request form design? regards Antonio
[SOLVED] Change CAB Approvals Notifications on Service Desk Plus Apps
Required Feature: Change CAB Approvals Notifications on Service Desk Plus Apps. Thanks
SDP with Desktop Central agents?
I know DC can push inventory information into SDP, but I feel like this isn't leveraging a lot of the functionality within SDP for asset management and more regular updates and asset association. How is everyone else with the two solutions managing their endpoints? Both Agents? Is this supported/preferred?
Approval Email Customization
Would it be possible to use the Custom Triggers to send a customized Email to the Approvers? Here is an example of what I would like to do: Attention Project Director: Molly.Gary@gtri.gatech.edu An order request on your project has been received. YOU MUST APPROVE this order, before the order will placed! Even if overnight shipping has been requested, the ORDER will NOT BE PLACED without EXPLICIT AUTHORITY from the Project Director. You may respond to this E-mail with APPROVED BEFORE ANY ACTION
Issue while assigning SLA's to the ticket.
Hello, I have set rules for the SLA but when i'm creating a request the SLA is not assigning to that particular ticket. I have tested it before and it worked pretty fine but now it is not assigning to any of the tickets. I would appreciate if someone help me with this issue. Thanks Aamir Yousuf..
[SOLVED] Technician Ticket Reports
Good Morning, I am looking to report on tickets that have been escalated from one set of Technicians (1st line) to another (2nd Line) and whether they have been closed by the 2nd Line Technicians or if they have been returned to 1st Line. For context I want to report on how many tickets 1st Line Technicians are able to resolve fully themselves without having escalate to others. A first time fix if you will. Thank you
New Field on ME SD Project Template
Is there any way we can more field on project template?
[SOLVED] Domain name from email adress report
Hi all I would like to know is there possibility to create a report by requester's email domain For example: all requests (with all columns) from *@contoso.com ? Thx
CAB Weighting
It would be good to have a weighting system on CAB where you get approval if 70%+ approve the change.
[SOLVED] iOS ServiceDesk Plus app issue(s)
Hello, I've got ME SDP running in-house. I've downloaded the iOS ServiceDesk Plus - IT Help Desk app and logged into it. I have 2 problems, which may or may not be related, but completely break all functionality of the app for me: 1. When I authenticate, I'm presented with an error message "Error - Mandatory element 'account' not found". 2. There is absolutely no content under requests. I see my name at the top next to the gear icon, which makes me believe I'm successfully authenticated, but still
[SOLVED] API v3 - Internal Error when I try to put a new request with postman
Hi guys, When I try to put a new request with postman, I receive a 'Internal Error" Can you help me ? { "request": { "subject": "TESTE *** Unable to fetch mails", "description": "I am unable to fetch mails from the mail server", "requester": { "id": "1068" }, "request_type": { "id": "301" }, "impact": { "id": "3" }, "urgency": { "id": "4" }, "mode": { "id": "1" }, "service_category": { "id": "601" }, "udf_fields": { "udf_pick_1802":
Mandatory field for closing request (bug on 10010) (SOLVED)
Hi. With SDP 10.0.0.10 a mandatory field to closing a request does not showed when you want to close ticket using the “toolbar” on right panel. We have created a custom field called “CdC” in our installation, is a mandatory field when you create manually a new ticket or when you want to close an existing one: Does anyone have the same problem?
Deleting incorrect departments
I've seen this question posted several times so I've done what I can so far. We have several departments that were imported that should not have been. Mostly because the department name was just wrong or it was a duplicate. I've gone though each request/asset/requester and made sure any trace of these wrong departments are gone. However when I try to delete the department I still get the message saying "Department is being used by a module. Hence cannot delete it." I've reached the point where I
Field Form Rules -> Picklist Options
Hey, i created a picklist field and now i want to filter some Options but for this i Need to put all the Options i got in a variable. Is this even possible ? So far i can add Value or text in a variable but i dont see any solution to get the Array of the Options. Background This pickfield have Options like (field1) 1 Free 2 Free 3 Used department bla bla 4 Used department bla bla . . . Now i have another pickfield where the user can choose: (field2) - take a free Slot - Change rights on an existing
[SOLVED] Problem with Scheduled Report
Running ServiceDesk Plus 10.0 Build 10006 I set up a custom report for our management team and then scheduled it to be delivered once a week, showing the previous week's survey results. The filter option was set to "Survey Created Time" during "Last week". For advanced filtering, I set "Rating Value" "greater than" "0" (to leave out survey results from those who clicked on "skip survey"). The initial report worked fine so I saved it and set it to run weekly as a scheduled report. However, the first
[SOLVED] Translations - need to change the Default Request text field
Hi team I need to change the text field "Default Request" and its relative description in Italian. I tried to find these texts under Italian translation but I can't find them I searched "Default Request" under Italian Translation only because is what it display to me if I have my SD in Italian Thanks Stefano
change language for spell check
Hi, Is it possible to change the spelling correction language? I do not see in the administrator options any section where to select language for spell check
[SOLVED] Upgrading from build 9305
Can anyone advise how I would go about upgrading from build 9305 ive looked on the update site for the upgrade path but it starts at build 9334. Thanks Ian
[SOLVED] Rest API - Return number of open tickets of one support group
Hello, is there a possibility to make a api line to count the number of open service requests of one single support group and return the value? Thank you!
[SOLVED] Search for a specific Request using the API
I would like to make a call using the API and return a specific ticket by filtering on several categories. I think it is possible or almost possible but I am slightly hung up. My problem is that the documentation says to "Get all requests" I should use a Get method, but in the documentation also tells me to send input_data in json to specify my search parameters but if I do that I would have to send a POST or a PUT. Here is what I have: in Powershell Invoke-RestMethod -uri [URL/api/v3/requests] -headers
Trigger for Request Resolution to create another request
So in our deployment process of new hardware to our users, the request we create will often change hands 3 or 4 times. This always ends with the last technician that installs the new hardware resolving the ticket. Because of this though, the workload starts to look like it all falls on one person (the one that resolves the request). Our current workflow is this: Technician 1 - Receives the equipment, Adds to inventory, Adds our asset labels, Creates the request for Building/Staging/Installation
How to sort/order service catalog check box questions
Hi there, i am creating some Service Catalog forms and ran into an issue. I have created a check box question and want to be able to sort/order the potential responses As you can see in my attached example, I wanted "None of the above" to be the final response, but it has been added to the top, as I added it last. Are responses sorted by the time they were created? it seems an oversight to not be able to reorder theses responses after the question is created. Thanks in advance. Brett
[SOLVED] Customize Button from Issue Catalog to Incident Catalog form requester view
Hi, is it possible to custom the button from Issue catalog to incident catalog from requester view. Kindly advice. Thanks.
Date Time picker
Is it possible to add secs in date time picker. In the format HH:MM:SS, so that we can calculate time in secs Using personalise option we can change the time but we cannot set the same from date picker. There is a requirement to capture when the incident started and ended in format HH:MM:SS
[SOLVED] Generate incident template subject based on requester name
Hello, I've done some searching on this but I guess I'm using the wrong terms. Is there a way to set the subject of a request when created using an incident template to include the requestor's name? For example: Mary Smith uses a template to submit an address change. When submitted, the subject would read something like "Address Change for Mary Smith." I would like this to happen automatically with the existing requestor's name and not with a field where the requestor has to enter their own name.
ServiceDesk Plus 10010 Released
Dear Users, SDP 10010 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features SDF-74562 : ADMP menu will be displayed to all technicians associated to roles in the ADMP actions configuration. SDF-75163 : Option to allow task technician to access requests and technicians in a task group to access requests. Admin-->Users-->Roles Issues Fixed Vulnerability : SD-22229 : Vulnerability in the Solution module fixed. Requests
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