Request Catalog - hate it
Are then any improvements for the Request Catalog? It's probably one of the most disliked features by requesters and technicians both. With no search function, you have no idea if a template exists or where it would be. I can write a little javascript/html to make a filterable list. But is there any place I can put it within the SDP folders? I can put it on my intranet easy but managers want to keep people in the SDP framework. Anyone else do anything interesting to make this part better.
[Webinar recording] An introduction on Request Life Cycle
Hello folks, In case you missed our webinar on Request Life Cycle, here's the recording: Do watch this webinar at your convenience and share us your feedback. Cheers!
Not pop up the comment's windows when change stage status changed.
Could the comment's windows not pop up when change any status with change stage, how can set it?
server crash
hi guys, I'm using SDP 9.4 build 9414, I recently add a new status as "pending to purchase", when I try to change some old ticket's status to "pending to purchase", SDP server crashes and won't start till I restart the server. I generated a support file and you can find it as attached. would you please support me in this regard? thank you.
Business vs Technical Catalog
Hi folks, A noob questions here: I understand the difference between the business and technical service catalog, but what is the difference in SDP when defined as such? Although both service category types appear to display "IT Service Category" when edited, after creating a Business Service Category, there is one fewer field (Business Criticality) then a technical service category. Also, the Techical Service Category type has a "Managed By" field and the Business Service Category type has
Difference Between IT Service Category and Business Service Category
Dear Friends, In SD Plus i notice that when we define service categories, we have an dropdown option to either select IT Service Category if Business Service Category. However i dont find any difference in services that are defined in each of these categories!!! what is the significance to have Business Service category and how both workflows differ. i will be very thankful if anyone can explain with reallife examples. Thanks
Auto Change SLA based on Category
is it possible to automatically change the template's SLA based on the selected Category?
Edit Request using Rest API
I'm unable to edit requests using the Rest API and Im not sure what Im doing wrong. I have some custom fields Im trying to update. I'm using the below Powershell code to process it. function Edit-Request { [CmdletBinding()] param ( [Parameter(Mandatory=$true, ValueFromPipelineByPropertyName=$true, Position=0)] [alias ("id")] [Int32] $RequestID, [Parameter(Mandatory=$true, ValueFromPipelineByPropertyName=$true, Position=2)] [String] $ApiKey, [Parameter(Mandatory=$true, ValueFromPipelineByPropertyName=$true,
Worklog Report Across All Modules - With Sum
Hi all, I am trying to create a report which will show all worklogs for this week, which includes worklogs across all modules. I also need to get the task title (rather than the parent title), and need to do both a sum per module as well as a total sum for the week. I have used the example given at the link below as a starting point: https://pitstop.manageengine.com/portal/community/topic/worklog-report This is a great start, but I need to further refine it as above (task titles and sum of time spent
ServiceDesk Plus 10002 Released
Dear Users, SDP 10002 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed Vulnerability SD-74037 : CSRF vulnerabilities in incident or service request. Request SD-75279 : Post upgrade to 10, some users are unable to submit the Add New Request form if FAFR is enabled and description in the template is set as mandatory. SD-75292 : Request conversations are not sorted properly in descending order in MSSQL setups.
Request Catalog: Display Informational Icons at all times and not just during a mouse-over
In the service ctalog, is it possible to display the informational icons at all times rather than only during a mouse-over? We have many users that, for efficiency purposes, tab through the fields. The Informational icons do not display when tabbing into a field, but I'd like the requesters to know they can <click> for additional information. -Adam
Change technician after request is approved
Is there a way in Servicedesk Plus to script a way to change a technician after a request is approved.
support request to know what is the procedure to enable the reception and sending of mail in Office365 in linux operating system
We have a client that has installed the servicedesk plus, edition: Standard, in Operating System: Linux, with database: Postgres. The Mail Server could not be configured
Can we have on SD Plus Home Page Different icons to click to load different Department Services
Dear Friends, Is it possible to have following in Manageengine SD Plus: on home Page i will have different Icons like: Create New IT Service Request Create New Treasury Service Request Create New HR Service Request So, If User Click on say- "Create New IT Service Request" , the service catalog of IT Services are loaded. If User Click on say- "Create New Treasury Service Request" , the service catalog of Treasury Services are loaded. If User Click on say- "Create New HR Service Request" , the service
Max number of changes per project - V9.4
Is there a way to change the max number of changes that can be assigned to a project? Currently I can only assign 25 changes which is not enough for the project I am currently trying to manage in SDP We are on 9.4
Set Subject
Hi, I've tried using the below to set my subject line on submission but it presents as New Starter: undefined - undefined var y=$CS.getText("GUDF_DATE1"); var x=$CS.getText("ServiceReq_User_UDF_CHAR1"); $CS.setValue("SUBJECT","New Starter: " +y+" - "+x); Is there anything I need to be doing differently to get this to work please? Database Name = Microsoft SQL Server @Database Version = 10.50.1600@ @Current Build = 10001@
Comparing This Year vs Previous Year
Comparison of tickets completed in 2017 and 2018. MYSQL
HOW to assign duebytime automatically to a REQUEST created by a preventive maintenance task.
I created and planned a preventive maintenance task for every first day of the month at 7AM a request is generated. It works well but I want to know how to automatically set the duebytime value, for example, three days later or on a specific day of the month when is created. How can I automatically assign the duebytime at the time the request is created?
Servicedesk Plus Purchase Order module - multiple payments
We have started using the purchase orders part of the servicdesk, when adding a payment to an approved purchase order its possible to pay it twice or eg if the item was £100, I can put a payment of £100 in but then can also add a second of £50, or any amount under £100 Currently on version 9.4 Build 9426
Add content into $Asset variables
Hello Team, I need to change content into $Asset variables. Our employees did not receive full information for the asset that been assigned to them, and I would like to change this. $Asset content Asset Name Product Barcode I want to add more like S/N, Warranty Expiry Date and few more from Asset CI Details. Could you please advice me how I can include this details to $Asset variables Thank you in advance, Best Regards, Todor
Query to display all templates that have the Description field marked as mandatory
Hi folks, I have an issue with upgrade 10.0.10001 whereby the description field, when marked as mandatory, doesn't recognize that someone has typed text into the field and so they can't submit a request. I've submitted a ticket, and I've found that if I remove the mandatory requirement, save, re-add, and save again, the issue no longer occurs. Since I need to get through this quickly, can you provide me with a query that will show me all of my templates that have a mandatory Description field? Thanks,
Disable Email to new requesters
Hello, I've got AD Sync working flawless on my instance but everytime I create a new user the SD, after the next sync, sends an email to the user informing of the hashed password on the SD plataform. Is there anyway to disable this email from being sent ?
Field and Form Rule - Set Group
Wondering whether there may be an issue in the Field and Form Rules when setting a group based on field change. I'm able to assign a specific technician based on a value set on a drop down box, however when I attempt to 'Set Field' for Group, I get no drop down or validation for group names. Manually entering the group name does not work either, and the group remains as it was set on the form designer. Any other field is able to be set using this method except for Group. I've also tried to use 'execute
{RELEASE={version=9.2}, BUILD={number=9200}
Hello, during the startup of SDP I notice some errors which are not familiar for me. After full start procedure system is available to operation. Can I get any information regarding those errors or what should I do to resolved them? Full error message in attachment: [09:39:43:997]|[12-05-2018]|[org.apache.catalina.session.StandardManager]|[SEVERE]|[28]|: IOException while loading persisted sessions: java.io.EOFException|java.io.EOFException [09:39:43:998]|[12-05-2018]|[org.apache.catalina.session.StandardManager]|[SEVERE]|[28]|:
Installation
How does analyticsplus get its data from service desk plus, if its deployed on a separate server. Note: am new to analytics plus.
Time Based Ticket Auto Assignment
Dear all, We have deployed Manage Engine service Desk Plus Version 9.0 Build 9023. We want to auto assign tickets to specific members with time based configurations. For e.g. the tickets received between 8:00AM to 4:00PM should be assigned auto assign to couple of peoples only and the tickets assigned between 4:00PM to 12:00PM should be assigned to another group of people. Any help would be much appreciated. Thank you.!
Python script - creating child requests from information contained in parent request (Part 2)
Hello! I originally posted this https://pitstop.manageengine.com/portal/community/topic/python-script-create-multiple-requests-from-parent-request-6-3-2018 a few months ago where I was having troubles with resource section fields. When populating child request descriptions with the contents of these fields, it wasn't recognising them as a string. I solved that with a ".join". Now, after having upgraded, the scripts are no longer working as the fields are now seen as "dictionaries", not "lists" and
Issue With Opening Drop-downs in CMDB
Hello, when we go to the drop-down to add a new asset in CMDB the menu doesn't drop down. We figured out a workaround to do this by changing the "Show _ per page" value to a different value than it is currently set, refreshing the page, and going back into the page. However, this is obviously not ideal if we're loading multiple assets everyday. This behavior is experienced with both Google Chrome and Internet Explorer. We are on version ServiceDesk version 9425 with MSSQL as the database. Please
changing the order of services in a service category
Dear Friends, I have 2 question: 1) Can we change the order of the services in a particular service category... by default i feel the services appear in Alphabetical order. 2) Can we change the order of service categories that appear in Service Catalog your replies will be of great help
What is "Incident restoration target" field in service category
Dear Friends, what is the meaning and significance of incident restoration target field in in service category. please explain. you will be of great help
Prompt for authentication with pass-through enabled after upgrade from 9309
If I upgrade from 9309 to any new version till 10.1 the servicedesk prompt for authentication, I need to cancel the authentication and login by the webpage.
How to automatically select the service requester's GM as service Approver
Dear Friends, Suppose i have a service request ( Say ERP ID Creation). now, the scenario is such that there are many departments ( For e.g. Sales, Service, collection... Etc) and each department has its own GM ( General Manager). this service request is common for all departments and whenever any user from any department request this service, the approval should be from the requester's Department GM. is there a way i can achieve it in ServiceDesk plus? if yes.. How.. Please Help
software assets
any idea on how to manage software assets?? the reports don't work, the 'type' and other options i dont' know where it comes from and how can i go and change them. like 'managed','freeware' and all those... how do i go ahead and manage my software assets entirely from sdp. even if i input the license keys for a particular s/w for the individual user, it will show only in the 'scanned software' and not in the software licenses. and if i need to show it in software licenses, i have to allocate licenses
[SOLVED] Request ID cannot be picked up as the technician is not associated to the site
We are receiving a strange error when in the new view interface and trying to Assign or Pick Up a ticket using the buttons. I was able to replicate in the beta site as well by setting a site for the Requester that was different than the technicians. We can Assign or Pick Up in the Requests view (when you click Requests) or manually. Has anyone else seen this type of behavior in your systems?
Active Directory import
I'm adding a new domain and I just need to import a few requestors from their domain. However, when I select import requesters, I get an error that says 'couldn't bind to active directory server." the account I am using is a member of domain users. Are there any other groups or security permissions that this account needs in order to do an AD import?
Email Delimiter symbol change in build 10000
Hi Guys, Previously we used a query to change the default delimiter symbol from ## on email correspondence to/from Service Desk Plus; For example if we wanted to change it to + signs we would use; update GlobalConfig set Paramvalue='++' where Parameter='Title_Delimiter'; This row doesn't seem to exist in the DB a newer version of SD+ we are trialling. Is anyone able to advise on a new query to use so we can change the delimiter? We are trialling build 10000 using MS SQL Thanks
I would like to run a report of incident and requests, side by side over a certain period
I would like to run a report of incident and requests, side by side over a certain period
Delay API response
Hello, I am trying to get the username for a specific technician using the technician's ID. I am using the "Get All Requesters" API and in the end I do get a response but always with a big delay (~20 sec). Do you have any idea why that happens? For example, when I need the email from a requester the request is made almost instantly. Thx
Sorting notes
Hi,After upgrading to version 10, sorting notes "before updating" and "after updating" does not work correctly. Thanks!
SMS not working
My company has changed Exchange servers. Once we moved over to the new exchange server, sms stopped working. I have added the new exchange server ip in the mail server settings and shut off the firewall on the new exchange server but I'm still not able to get SMS messaging when a ticket is created. Any ideas on why it stopped working?
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