Is there any way to improve ServiceDesk's Search?
Searching in ServiceDesk is pretty terrible. I thought it was doing an OR of the search terms (instead of the more useful AND), as adding terms to the search has to date always increased the results returned instead of narrowing them. Today though I was searching in Solutions and, getting the usual strange response to more/less terms I thought I'd try all permutations of just two words and see how many results come back. Turns out it's not even doing an 'OR', I honestly have no idea what it's doing...
Create Change request from Selfservice portal?
Is it possible via Self Service portal to create/send in a Change request?
Survey: Undefined Error
MSSQL v9416 ---- Receiving this popup when a user opens a survey link and when they try to submit:
User escalation process
Does anyone have ideas or suggestions on how ServiceDesk Plus can be used to for end users to create escalations on open requests?
Work Log Timer
Is it possible to have a Technician to be able to only have one running Work Log Timer at a time? I have a case where a Technician would click 4 or 5 at once and the report looked like they had done more hours than they actually had.
[Tips & Tricks] Restoring the Old Self-Service Icons in the New ServiceDesk Plus
As you may be aware the recent ServiceDesk Plus version 9418 update brought various changes, most notably revamped UI and new self-service portal customisation options. Users are now given a new widget to easily create issues, request services, view solutions, and search templates. However, being used to the old style buttons, this change has caused confusion for some our clients and their end users. Luckily, an easy fix is available. On the ‘Self Service Portal Customisation’ page (Admin>General
Self Service Portal - Adding Widgets
We are on Version 9421 I would like to create/add a widget on the Self Service Portal so that our users can see the following in a Widget: My Requests Open 2 Requests shared with Me 4 Waiting for my update 2 How can this be done?
$ApprovalLink
Whilst using The submit for Approval option to get authorisation for Service Catalog Requests I have noticed it puts in the $ApprovalLink but when the person reecives the email generated from this action it shows something like below Your approval is required for a request to proceed with its execution. The details of the Request can be found by clicking on this link http://MWUKCDMSD01:8080/approval/Approve.jsp?ITEMID=21879&woID=21879&MODULE=Request&KEY=-13193443171380273179053-131934431713802731790531704536390497198-232686606
PCI DSS Compliance failing due to TLS 1.0 and web application potentially being vulnerable to Clickjacking - ServiceDesk Plus 9.4 Build 9420
The following vulnerabilities are found in: ServiceDeskPlus Version : 9.4 Build 9420 I'll be upgrading to Build 9422 shortly. Can someone tell us if these are fixed in build 9422 or let us know how to fix the issue for a resolution. Hope this helps all others too. Thanks. Web Application Potentially Vulnerable to Clickjacking Impact The remote web server does not set an X-Frame-Options response header or a Content-Security-Policy 'frame-ancestors' response header in all content responses. This
change workflow based on condition?
Is it possible to set a workflow based in a condition? (the condition is not the problem,its the action) under form and field rules (change template), I don't see the "set fields" option maybe using change custom trigger? Please let me know
Deletion of sheduled report job
Servicedesk sends out a report each week to a person who is not in the company anymore. The person has been deleted as technician. but we think that this persons scheduled report is still sending the report to him. is there a way to delete a scheduled report with a user who is not in the system anymore?
Customize list view SDP
Hi everyone, i want to ask: Can I customize some default lists? (Delete, hide, ...) Can the administrator account apply to all other users? (Attached File) Hope to get help Thank you very much
Problem connecting to mailbox.
Request to sevicedeskplus via email suddenly stopped. This is the error message I saw when troubleshooting mail server settings: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. I could telnet the port POP/110 , I also get reply when i pinged the mail server.
List of Reports
Is there a way to generate a list of available reports existing in Service Desk?
SDP listing of all fields
is there a listing of all FIELDS with details of what links to what ?
IT analytics in 90 seconds: Why averages don't give you the full picture
A combination of average values and standard deviation helps you spot irregularities in help desk operations. Sign up for a personalized demo.
Migrate mysql to mssql
Hi, Trying to migrate from mysql to mssql, I've created a empty db and it fires up ok. when i do the restore data however i get the error below SEVERE: haltjvm.on.dbcrash is set to [false] Oct 06, 2018 10:41:44 PM com.adventnet.db.adapter.Jdbc20DBAdapter getShutDownStr ings INFO: shutDownStrings :: [] Oct 06, 2018 10:41:44 PM com.adventnet.db.adapter.Jdbc20DBAdapter loadFunctionTe mplates INFO: Loading the function patterns from the file :: [null\conf\Persistence\mssq l_functionpatterns.txt] Oct
SDP: Mail not sent (notifications from the SDP interface)
Hello. SDP version 9.4.9421 is installed. Configured to send outgoing mail. SMTP protocol, port 25. When sending a message via the SDP interface, we receive the message "Failed to send notification". What could be the reason? Decision? Sincerely. Igor Stepanenko.
SDP does not receive mail
Hello. When saving the settings for receiving mail, I get the message "ERROR: The email parameters have been successfully saved." The certification path to the requested object could not be found. Please configure to apply the trusted / self-signed certificate. ". Protocol POPS port 995 interval is 1 minute. Original message: "ОШИБКА:Параметры эл. почты успешно сохранены. Не найден путь сертификации до запрошенного объекта. Пожалуйста, настройте для применения доверенного/самозаверяющего
link and merge incidents
Hi Would like to know in what case should we link request , merge them, or add a dependency. Thanks
Resource Mandate
is there a way to mandate a resource in a request via form field rules?
FAILURE: We are sorry to inform you that ManageEngine Analytics Plus DB row have the maximum limit
We are using SDP 9414 and integrate it with Analytics Plus. When I wanna to sync data from SDP to Analytics Plus show me attached error. We have Enterprise Plus license for SDP and also have Professional license for Analytics Plus. What Should I do? Does this sync operation related to limitation of 500,000 row in once or No? Should I use CSV Analytics Agent tool? Thanks
Survey Reports after version 9414
I'm trying to get survey detail by survey and question. I used to have a report that ran fine < 9414. With the new survey tool AFTER 9414 was there a complete overhaul of the surveys? My report I got from the SDP team is pulling less. I want a report including request ID, survey name, question, response and answer value. Any hints or do I just need to start fresh because the table structure changed to drastically? Thanks. Using MSSQL on v9414
Incorrect time !
Hello, I manually updated the Time Zone with tzupdater.jar but we still have incorrect time (it's 1 hour behind computer's time) as you can see in the print screen. What's the solution ?
Custom script - format checkbox group on a single line with comma separation
Hello! I'm wanting to take the selections in a checkbox group and format them into a text field with each option separated by a comma. I want to do this in a custom script when the form is submitted under Field and Form rules in a service request. The resulting field will be used in the description of a child request that is created via a separate Python script. This script is based on one avaialble on here. Anyone able to help me with this? Can't seem to get my head around it! I get by with the
Multiple Request Surveys
I have a default survey with no criteria and another request survey targeted to a specific users as they requester. When that user closes a request, they are only getting the default survey email and not the other one. Can I only send out 1 survey (on version 9414) or does using the DEFAULT limit me? I need to test this new survey against a user before we can go live and it doesn't help if I can't fill it out. Please advise. Thanks
DesktopCentral Asset Scan No Longer Importing into ServiceDesk Plus After Upgrade to 9414
Hello, After upgrading to 9414, our asset integration with DesktopCentral appears to have stopped. The automatic scans have not completed successfully since the update, and when I try to scan an asset manually, it says "FAILURE: Failed to communicate the agent" Has anyone else come across this? Thanks, James
Asset Reservation
Hi Users, We are in-progress of analysing Asset Reservation feature in ServiceDesk Plus and We need your help !! Feature: The asset reservation feature makes it easy for end users to reserve company-owned equipment from a centralised location. Feature Aspects: End user will have asset reservation section in their self service portal(Home) page, so that the reservation can be easily done. Reservation page will have advanced filters so that users can comfortably refine the asset list and choose
Request Collaboration change default port?
Hi there, Our Request Collaboration isn't working (warning when another technician is in the same ticket). I've done some searching and found that the server.xml needs a connector entry with port 8081. Using netstat I can see that port 8081 is already is use by another windows application (check_mk_agent.exe). So we've changed 8081 to 8082 in the server.xml. If two technicians go to https://servername:8082 and look at the same ticket they see the notification. But when using the normal link ( on
Add ref # to recently viewed
Feature request to add the related reference number (ticket #, task ID, Change ID, etc), in addition to the title, to the view of recent items. Technicians speak in terms of numbers and tend to reference a request by # and not title -- especially when handling multiple tickets.
Adding Change Approver
Hi, Can anyone tell me how exactly do I add change approver for each accounts I have in MESD? Thank you.
Service Catalog - Export to file
dears, Hi, I want to export service catalog to a file (excel). would you please assist? BR
Restore DB to new server
We need to move our ServiceDesk Plus server to a new VM and for that i installed the same version (9.3.3.5) on the new VM. I tryed the to restore a full backup (Mysql) to the new installed server with pgsql. However as per the restprestatus (attached) it only partly restored the DB. any idea what went wrong? regards Matt
SLA Escalations not working
Hello, We are using build 9021 on a MSSQL DB. We have created server SLA's and configured level 1 escalation to alert 10 minutes before the SLA is violated and level 2 to alert when the SLA is violated. However, these are not working, the SLA escalations do not get activated when required. Please advise
Technicians screen is blank
Technicians aren't visible. The only visible part on the screen is : Users - Technicians association for All Sites. There are no technicians visible for it. Which is why I can't change/remove them. Adding isn't possibile either since we already have 5 technicians although 2 aren't working here anymore. Could you guys please help us out.
Unable to update User details
Parameter (checkbox Enable to access Desktop and MDM Plugin Functionality) not saving Technicans not migrate to DC If remove the checkbox from the previously added Techniques, it has disappeared from the DC You can not add it again ServiceDesk 9416 logs: [com.manageengine.servicedesk.setup.util.DCTechnicianUtil]|[WARNING]|[118]: Exception | com.manageengine.servicedesk.utils.DCException: Unable to update User details . at com.manageengine.servicedesk.setup.util.DCTechnicianUtil.updateSDPUserToDC(DCTechnicianUtil.java:296)
upgrade path duplicity
Question on the migration path, we are currently on 9120 and want to get current. There are TWO entries for version 9120, the first says upgrade to 9121 then 9200, and the second says to upgrade directly to 9200. My question is which is correct? The upgrade path link: https://www.manageengine.com/products/service-desk/migration-sequence.html Thank you.
Can custom triggers be set to execute when a request is approved?
I am attempting to create a custom trigger that executes upon a request being approved. I saw in another community post where a ManageEngine employee gave directions for deploying a custom trigger that included instructions to set the trigger to execute "when a request is approved." I do not see the option to execute a custom trigger when a request is approved. The only options I see are Created, Edited, and Created/Edited. How can I set a custom trigger to execute when a request is approved? Version 9.3 Build 9335
Powershell to get latest conversation title
I need to update the SR Subject based on whether the conversation title has specific words in it. I can create a custom trigger to fire when there is a new conversation added and I know how to update the SR subject ($obj.Request.Subject) but how to I extract the Conversation subject/Title from the JSON file? 9.4 Build 9401 Chris White Horizons Regional Council New Zealand
Custom Triggers and Checkboxes
I've recently upgraded our SDP environment to 9418 and I'm really pleased with the improvements made to the incident templates however, I've realised that Custom Triggers do yet seem to allow Checkboxes/Multi Select fields to be used as matching criteria for execution. Is this a feature or at least a feature coming soon? Thanks.
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