ServiceDesk Plus 10001 Released
Dear Users, SDP 10001 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Change SD-71824 : In the combined list view of requests and tasks, you can view the total count of tasks by clicking the Horizontal Ellipsis icon at the bottom-right corner of the task list. SD-71824 : To get the item count in any module other than Requests using GET API, pass get_total_count as true under list_info of Input Data. SD-74373
Mail Fetching Issue
Hello, I"m Getting the below mail fetching error, we have not done any changes on mail server or mail server settings: "Exception while trying to open folder" "Probabale cause: A3 BAD Request is throttled. Suggested Backoff Time: 40464 milliseconds" Below are the environment details: 9.4 Build 9419 (Enterprise) MSSQL Office365 Incoming: Imaps port 993 Outgoing: SMTP port 587
On SDP 10, let us customize the right-hand pane on requests
We just upgraded to version 10, and I love the new layout for requests. However, under the user's details, there are some fields I'd like to see. By default, it looks like the image in the attachment. We don't really have a need to see the custom fields "Security Fob Number" or "Security Disarming Code". However, one field that we really need to see is the user they report to. So, is there a way to add that field to this pane? Or is there a way for us to customize this pane and select which fields
User sessions
Hi, Tell me please, where are user sessions stored in SDP? In cookies or in a database? Where exactly? Can I read the documentation? Thanks!
Allow all users to see all requests for a specifc template
We have security set up where users can pretty much see their own tickets. We are bringing a new function (template) into ServiceDesk and the users want anyone in the company to be able to view all requests for that specific template. We don't want to change our overall security. Is there a way to allow users to see all tickets for just one template? I tried creating a user group and associating it to the template, it didn't work the way I'd hoped.
Report that shows usage of templates in request catalog current year
Hi, Is it possible to make a report that's shows the above? Regards Kjeld
"Open Changes" View: Showing Closed - Rejected Changes
Hello, We have 3 closure statuses: Complete, Cancel, and Rejected - When we change the view in the Changes tab to "Open Changes", changes with the Stage of "Close" and the Status of "Rejected" appear in the view - Is there a setting we are missing in our workflow to properly close the ticket, or is there an issue with the query of the view? Thanks, James
Custom report
Hello, I am trying to create a single custom report which can allow me to see how many open tickets are 10 days past SLA, 30 days and 60 days. Is there a way to get it on one report ? I have attached a sample report. I am looking for something similar. Thank you
Release 10.0 -- Suppressing "Request Life Cycle" video advert
We’re planning our upgrade to release 10 next week, but we’d like to suppress the Request Life Cycle video advert since we aren't ready to offer that as an option to our various support teams until we have familiarized ourselves with it. How can we prevent this from being displayed to our users? Thanks, Adam
Unable to view Approval details
Hi, When we are using approvals as part of incidents and there doesn't appear to be a way within SDP to view the details of what was sent for approval. Our technicians tend to add additional text to the approval and it is not possilbe to view what was requested for approval without referring to the approval email that is sent to the approving person. Are we missing some setting that is preventing us from viewing what was being sent for approval? In the incident history there is only an entry
How to remove Topbar in self service portal
Hi Do any of you guys, know how to get rid of the topbar ( marked by the arrow) I want a cleaner look, and it's a pain in my eye
java.lang.StringIndexOutOfBoundsException: String index out of range: -1
When I take a query from SSMS (SQL Server) into a New Query in Service Desk, I almost always get this error: 'java.lang.StringIndexOutOfBoundsException: String index out of range: -1' I frequently see posts like this, where a replacement query is provided. I'm having trouble telling what changes are made. I found that it looks like schema is an issue, so I removed schema, but still get the error as well as using the AS function to rename a field. Also, date formatting seems to be an issue, so I just
blank page after update to latest version 9426
Hi, i get a blank page after upgrade from 9416 to 9426. any clue why? service is running.
SQL Query for Report Generation
Team - Required query which contain Techs Name , Location i.e. Company Name and City Name , Categories Count i.e. Laptop , Desktop Calls etc for Month or for Quarter . I am using Build Information Your Version : 9.3 Build 9309 Latest Version : 10.0 Build 10000 [Details]
Creating a report that shows current open tickets
Hey guys, I'm looking for a report similar to example 1 that's more condensed and easy to view as a widget. Ideally it would have technician names (from support group Help Desk) and the number of "In Progress" tickets they have rather than each status broken out. Example 1: If all the "In Progress" (not completed) statuses were condensed, this would work great. Example 2: Stock report of technician names with different statuses. We don't use Open much so this isn't quite what we're looking for
How to Hide Requester Details after submitting the case
Hi there, I found the code below but it doesn't work anymore. jQuery('[name=selectedCIs]').parents('div.fafr-row').eq(0).hide(); Please help. Thanks,
CMDB REST API - Get Asset Status
Hi, i'm using the API for "Get CI Details using criteria". I´m adding "Asset State" as a tag in the XML for returnparameters, but I dont get any value back. Any special reason to why that dont work? ... </criterias> <returnparameters> <name>CI-ID</name> <name>CI Name</name> <name>CI Type</name> <name>Site</name> <name>Description</name> <name>Asset State</name> ........
Notification: Change Request modification
Feature request to include an 'Edited By' variable for this notification template. It's useful for users to quickly review what was updated and by whom:
Solving the mystery of help desk request reopens
Everyone loves a good mystery. There's just something irresistibly engaging in uncovering what's been concealed. However, when it comes to your help desk, mysteries can be nerve-racking. Take request reopens for example. Do you know why so many requests were reopened this month, or last month? Solving this mystery should be the primary focus for any help desk manager because too many request reopens means customers are not happy with your services, and unhappy customers are not good for business.
Cannot restore data after changing database in SDP v9425
I'm trying to convert my database from postgres to SQL. I've followed the instructions found here (https://www.manageengine.com/products/service-desk/faq-general-modules.html), but I am having issues at Step 6 Restore Data. When I try to restore from the backup, I am prompted for a password. I have tried all of my documented passwords, including the Master Password created in Step 4. My installation uses AD and there is no Administrator account. Can you please tell me what password is required to
Could not start Postgres database, The port 5432 is in use.
Server is starting. This may take a couple of minutes ... Free edition... Could not start Postgres database, The port 5432 is in use. Trying to start PostgresSQL server failed root@sd:/opt/ServiceDesk/bin# Ubuntu 15.04 64 bit, Service Desk version 9.1, PostgreSQL version 9.3
Failed to upgrade to v10. (Java heap error)
I tried to upgrade from v 9.4. build 9400 to v.10, but got an error message: "java.lang.OutOfMemoryError: Java heap space" Server is Windows 2008 64Bit , 8GB RAM.
Technician Auto Assignment to Requests (an explanation on Precedence)
Want to try your hand at our "Request Life Cycle" feature? Head here and we would be happy to receive your feedback.
Problem module error 9425
Hi, When changing the technician field in a existing problem request I get the attached error. The error does however not show up if first pressing the "edit" button and then changing the technician. SDP 9425, MSSQL, tested in Chrome and IE11 (Windows 10). Regards, Alexander
On-hold time not being exported with other data (v9421)
Hello We have been trying to create a basic KPI table from SDP and find ourselves unable to report on how long tickets have been in the Open state for. This is because when we export the ticket history to XLS, there doesn't seem to be any way of exporting On-Hold time. This seems like a rather large omission, as it is integral to measuring technician performance. I note that you have advised someone elsewhere on this board to go digging into some 'workorder' tables, but I cannot find a way of doing
Trouble Adding Managed Software
I am trying to add a managed software product to purchase. I select software as the product type and click on the "+" next to the Choose Software field. The "+" has the tag "Add Managed Software". Nothing happens when I click on that button. I have added a screen shot. I am using Chrome (popup blocker is turned off), we are using ServiceDesk Plus 9.3 Build 9335 MS SQL.
ServiceDesk Plus 10 - Known issues
Dear User, The following list contains the issues identified in the ServiceDesk Plus 10 release. We are working hard to fix them as early as possible. Expect an update soon. Migration fails , if we have renamed any of the default status to Assigned or In Progress status. [Fixed and Released] Fixed an issue in latest ServicePack 10 , where the homepage didn’t display widgets such as Announcements, My Tasks, and My Summary. [Fixed and Released] SD-74934 : Dependent (group, technician) fields under
Rest api sometimes asks for login credentials/redirect to login page for Add Request operation.
The first time the page is loaded in a browser it redirects to login screen instead of sending the AddRequest operation. Any idea how to fix this? Thank you, E.L.
9425 skip log in prompt
Since upgrading to 9425 we are periodically getting the log in prompt where as we had the single sign on implemented prior. Do we need to do anything in the new version? it doesn't happen all the time. Any hints are appreciated. Thanks
Let all users access the PR Module
Can it be Possible that all the users in the System can access the Purchase request Module. If possible, this will help different users make PRs from their logins and their Supervisors approve and it advances to the PO. At the Moment, A particular user must be granted /given access to the purchase module
instalar la version build:9232 de service desk plus
hola buenos tardes estoy buscando unaversion build:9232 de service desk plus, ya que tengo instalad ala version 9.4 y al momento de redireccionar la base de datos a esa que fue creada en la version build 9232 me manda un error de que no se puede conectar hasta que tenga instalada esa version, saben donde la puedo encontar o que puedo hacer
ServiceDesk Plus will not open in a browser
I have been running the trial version of ServiceDesk plus, it expired. I was told that in order to downgrade to Standard (Free version)and continue I would have to reinstall from scratch. I ended up doing that. I uninstalled the Enterprise trial version I had and installed Standard. Now, Standard won't open in a browser. The SDP service says "running" and there is no other indication of trouble except that SDP won't open in a browser. It's installed on Server 2012, I had it all working with the
[SOLVED] Change print preview customizer defaults
Hi Is there a way to pre-unselect some options when a technician open this view? Right now technicians have to unselect some of the options every time they print a request. Best regards Robert Lundgren
Upgrading to 9426
We are about to upgrade from 9033 to 9426, are there any pitfalls or processes that we should know before making these upgrades?
Self Service Portal HTML Changes
Does anyone know how to modfy the code in the attached section/widget. We do not like the out of the box "How Can We Help You?" section that cooresponds to the Service Catalog and want to make it simpler for users but not change the heirarchy structure of our Service Catalog. We were told by phone support that there was an HTML file that we could re-write ourselves, but they have since changed their mind.
Get the first glimpse of ServiceDesk Plus Beta
Dear Users, We would like to bring to your notice that, we are planning to release upcoming SDP ServicePack with below features. Build url : http://beta.servicedeskplus.com Request Life Cycle : Configure a clear sequence of statuses for any incoming request so that the assigned technician is guided to the next possible transition/s easily. The next possible transition for any request is displayed in the Request Details page. Associate a life cycle to any number of templates. However, only one
How to find scheduled reports?
We have some reports that get emailed to us on a weekly basis. However, I'm unable to find these reports in SDP at all. Is there a way to search for reports? Or find a list of scheduled reports? When I clicked the Showing dropdown and selected Scheduled, it didn't list anything. I'm using SDP 9425. Thanks.
Reminder emails don't have link to request in SDP
We just tried out the reminder feature today. It seems to work great, except for one thing. If I setup a reminder while editing a request, the reminder window shows a link to the request while I'm entering the info. And if I bring up the reminder under "My Reminders" to review it, it shows the link to the request. However when I get the email notification there is no link or association with that request. Am I doing something wrong or is there a notification template somewhere I haven't found? Or
API V3 Question
Hey Guys Hoping someone could give me a rough time frame on when the below API call would be released or if it already is? I am assuming it isn't as this is the beta documentation, sorry pretty new to SDP https://www.manageengine.com/products/service-desk/sdpod-v3-api/SDPOD-V3-API.html#add-worklog-for-project-task We are running version 9402. Would be keen to make use of this in our workspace. Thanks for your time Rodney.
Trash for other modules
Please consider to add Trash for Problems , Changes , Projects and Solutions . Also, it would be great if I have ability to set custom number of days when I want to delete items from the Trash.
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