Add dependency among Pick List Values - External Database
Hello! I have a scenario similar to this: Scenario: Creating Country-City-Support Rep dependency. When we choose Country, City field should automatically populate with available cities of that country. When we choose City, Support Rep field should automatically populate with available Support Rep in that City. But the pick list values are very big and the values are in an External Database. Is there any way to obtain this values from the External MS SQL Database and dependency? Could you help me
Capability for requestors to create a request with the choice of leasing multiple assets
Hi community, At our organization we provide our users a variety of assets to be leased (loaned) for specified amount of time, primarily to be used when they travel for work outside of the office. Current Process 1) Users fill out a Microsoft Word form with the asset(s) (iPhones, iPads, laptops, GSM phones, etc) they would like to lease, the dates and the location they are planning to be in. 2) The form is then submitted as a Word doc via email that goes into our requests queue. 3) The technician
Can we connect SCCM database And Service desk manage engine CMDB ?
Can we connect SCCM database And Service desk manage engine CMDB ?
Sharing ticket conversation update with group members
Hi All, I have a group of technicians that handle a certain kind of tickets as a collective. Which means that although each of the tickets they handled is, of course, owned by a specific technician, they whole group has to be notified on any change in the ticket and especially on any note or reply added to it. So far I did not find a way to do that. I configured to update the group on changes in their tickets, but that only applies to changes in the ticket metadata, not to changes in the conversation
User Survey not working
Hello, After update to 9413 our user survey not working :( User see error from attach 1.jpeg. When I try edit survey configuration I see error from attach 2.jpeg. Also I can't see survey reports. Because no data available. What I need to do to resolve this issue? Regards, Anton
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Service Desk Plus Upgrade Failure
I am trying to upgrade our test system of Service Desk Plus, I have successfully installed a few patches but when trying to go from version 9300 to 9335 it fails and the following error appears in the log file: java.sql.BatchUpdateException: The INSERT statement conflicted with the FOREIGN KEY constraint "CustomReportFilterColumns_FK1". The conflict occurred in database "servicedesk_TEST_NEW", table "dbo.CustomReport_Details", column 'REPORTID'.
Automatic notification to Technician for old Requests
Hi all, Please share a few points in how can we configure a feature that will send automatic notifications to Technicians when a specific time interval has passed and assigned tickets were not edited/updated. This should be active only for specific Statuses. Is this feature possible to accomplish in Servicedesk Plus? Thanks a lot for your help.
filelist.txt does not exist in the selected backup
Hello, I'm trying to migrate ServiceDesk Plus from a Win2008 R2 server to a Win 2016 server, both running 9414. The backup from the Win2008 R2 server says it has completed successfully but when trying to restore the data on the Win2016 server, I get a message saying "filelist.txt does not exist in the selected backup file." The backup folder that was created has six files part_1.data through part_6.data. I'm trying to use the part_1.data as the selected backup file. I did take another backup that
Can't import conversations
Hi All, I am trying to import tickets data into our SDP instance. I can import the requests themselves, but when I try to import the conversations, I get the errors that look like this, for all conversations: 0489001 Failed Exception while trying to populate table Notification, for the sent notification. As you can see they don’t tell much. The import fail with this error even if I import only the mandatory fields. Does anyone have any idea what I could be missing? See attached, a sample of the csv
Office 365 Certificate Issue Mail Fetch
Hi Guys, As many other people here we have an issue with the mail fetch function in Servicedesk Plus. The following error can be traced back to the logs: Exception when connecting to store.|javax.mail.MessagingException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target; nested exception is: javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException:
Custom Report
Hi ManageEngine I was hoping to have assistance with a report I need. I need to create a report each month for each account with the following columns; RequestID Subject Priority Request Status Requester Technician Created Time Created By Group Category Subcategory Response SLA (pass/fail) Resolution SLA (pass/fail) Your Version : 9.4 Build 9404 Thanks in advance, Adam
ServiceDesk Plus and Dashing
Good afternoon! Recently, we started to use (test) ServiceDesk Plus. We really like this system and we continue to study its possibilities and We use the OpenSource system "Dashing" and output various information. We would like to display information on various dashboards from ServiceDesk Plus. Dashing can work with api, but I can not get data or can it be better to receive data directly from PSQL? Can you help with this?
Is it possible to change task assignment based on Technician field?
I would like to check the status of all tasks on an incident. If they are not closed I would like to assign remaining tasks to the technician in the Technician field when the technician is changed. Looked through Field and form rules and don't see an option that would look at the task status. Will "Set Tasks" assign to technician or just add the task to the incident?
Mail Fetching Not Working
I just discovered that mail fetching hasn’t been working since last Thursday. I rebooted the server twice and stopped/started mail fetching with no change. I decided to re-enter the password to make sure nothing was incorrect there. When I saved the new password, I received the error below: FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate. We renewed our Exchange certificate last
Mandatory Attachments
Is there a possible way to mandate attachments when creating a request? This would be a really useful function.
(HELP) - HISTORIAL SERVICE DESK PLUS
Good evening dear, About the Service Desk Plus, I need to know in which ROUTE I can find the file that records HISTORY of the changes that are made to each request in the application. Who can help me? Regards,
Self-Service Widget - New Request?
Salutations! I've been trying to configure a custom widget in the Self-Service portal to streamline creating/submitting new requests directly from the requester home page. I created and added a new widget using the URL (https://ourSD+url.com//WorkOrder.do), it looks like what I expect it to and creates a new request. The issue is the widget doesn't reload correctly. I've attached screenshots of both before and after. Is there a different way to create such a widget, or are there other predefined
Retain data when changing the Template
Hi, I have noticed that, if I enter a lot of data into a new Change form, then decide that I have used the wrong Template, for instance I may have used the default but actually my change should be Emergency, I can change the Template I am using but this wipes out all the data I have entered. I am sure that I have seen a popup somewhere asking me if I want to reuse my data, but this doesn't seem to be working at the moment. Any ideas? Thanks In Anticipation Ian
List of Rejected Request of User
Is it possible for the Approver to view the list of request that they Rejected or Approved? Or it can only be done in the Query Report?
Applications Manager/Servicedesk Plus
Is there a way to add the plasma view of our App Manager dashboard as a widget on the ServiceDesk Plus Technician Screen? Every time I attempt to do so, the widget does not load the page.
Different operational hours for different support group
Hi, We have multi support group that have different operational hours. Can you add this as feature in next release? Thanks
New survey report query 9414
For the new survey tool (which I love) is there a query to get to this information using the old report tool via SQL? The new report is behind the admin tab and I have users that want to be able to see this data themselves. There isn't a SQL option to modify or grab the query source so I can dump it into SQL Manager for example. I used to be able to mine the data and get individual results per question. Is that still possible and, if so, how. Given that I can have multiple surveys with different
ManageEngine Self Service Portal Customization
Hi all, i am looking to customize out self service portal to also include the ability to raise a new change.as well as a new request. Has anyone done something similar? Thanks in advance. Brett Jorna
Schedule time off without Backup Technician
How can I schedule time off without requiring a backup technician? I select Don't take any action on the request but "Backup Technician" still appears on the calendar during my time off.
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[Upcoming webinar] How to implement continual service improvement in your help desk
As the needs of your customers evolve, it's important that your help desk evolves along with them. Otherwise, you risk becoming obsolete. Join us for our three-part webinar series to discover how to implement continual service improvement (CSI) in your organization in phases, starting with: Request resolution times. Learn how to visually compare past request resolution times with current resolution times; use analytics to identify and rectify key factors that drag down resolution times. Date: September
Change a Date/Time field back to blank
Hello, we have ServiceDesk Plus Enteprise 9.4 (9409). In the Change Module we have an "Additional Field" of Date/Time. In this field we have put a date/time some days ago, but now we want to change it to blank (N/D) and we can't do it. Is it posible? Thank you.
Translate service catalog message
How can I translate users service template catalog's message? I couldn't find it on translate menu.
Very Total time spent
Is there a report for really total time spent by each Technicians on Requests, Projects and standalone Tasks? we're on SDP 9.4 Build 9415 thanks alessandro
A Reminder on task for you.
Hello Everyone, I am trying to locate the notification template for "A Reminder on task for you". that i received. I checked all the notification under Notification Rules\Tasks tab, however, non of the enabled notifications matches the one i received. The notification I received was for overdue task. Please assist. Thank You Raed
Filtering specific data within a custom report
I've recently created a custom report on survey's that were sent to my employees, however I have to somehow separate (possibly by using a filter) the surveys that have been completed along with the surveys that have NOT been completed. I'm not quite sure how to set this up. I did add a field called "Rating" within the report that does give me not assigned, if they have not taken it, however below that it is showing the rating numbers. I'd prefer to have that instead say "completed" or "assigned".
Preventing "Automatic reply" emails from creating new tickets
We have technicians who are emailed daily/weekly/monthly reports from SDP. Whenever they are out of the office and have enabled automatic replies, a new ticket is always created. Deleting it only takes a minute so it's not a HUGE deal or anything, but it it's a bit repetitive. I was looking in Business Rules to see if there's a way we could just discard the email and under actions, there's one called "Negate." I looked in your documentation and couldn't find anything for this rule, but I'm assuming
Upgrade process for 9.3 build 9300 to 9.4
Can someone provide the correct approach here? Can we just apply the latest PPM, ManageEngine_ServiceDesk_Plus_9_3_0_SP-0_35_0.ppm, for 9.3 to take us to 9.4? This is what we did for 9.2 to go to 9.3. Thanks.
Hide Status Comments in Change template
I need to be able to hide Status Comments in a change template, and cannot for the life of me figure out how i t is done. Have tried to use field and form rules but it does not provide this field as an option when I try to hide it or disable it.
Service Request Template Technician view only
Easy one...I have a Service Request template. I have the "show to requester" UNCHECKED. Should Technicians still be able to see and use it? I originally thought they WOULD be able to. I want to make a template for Techs only. If the above is incorrect, how would I do this? I ask because I have this and one of my senior techs gets a "not authorized to view this page" when I send a link to the specific template. Thanks David
Reply / Forwarding Mail in conversation Continue to use incoming date as variable
Hello, we also send e-mails to external service providers via an ID. If we then answer or forward the service provider's mail, the date of his mail cannot be indicated as variable, right? As a normal reference as with a mail client. The variable $Title takes the subject of the mail, but $CreatedDate does not take the creation/send date of the mail. Can someone help me to use the send date as a variable? Thank you very much. Christian
Table Aliases
have this query for ServiceDesk Plus 9.4 and mssql 2014 having trouble finding the table aliases: can someone please help ELECT [CI].[CINAME], [ChangeDetails].[CHANGEID], [ChangeDetails].[TITLE], [ChangeDetails].[DESCRIPTION], [ChangeDetails].[COMPLETEDTIME] FROM [ChangeDetails] LEFT JOIN ChangeToCI on ChangeDetails.ChangeID = ChangeToCI.ChangeID LEFT JOIN CI on ChangeToCI.CIID = CI.CIID order by [ChangeToCI].[CIID] Thank yoiu Rich Gruenfelder
Restoring Backup Failed after Changing DB
After upgrading to latest build and changing DB from pstgre to mssql, i experience an error on restoring the backup, see print screen attached. Looks like a .png file in the backup is causing this problem. Then i tried to reinstall SDPlus and tried to restore the backup again, it result on same error. Then i tried again restoring backup on couple days ago, it is still the same error. Seems like all backup file are corrupt. Any suggestion on how to solve this? Thanks all in advance! :).
Creating UI for service desk plus
Hi I need some help in creating a Ui that pulls data from my help desk ? Any guidance ?
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