Clear Text in a Field
Dear All, During some searching yesterday I came across a script that would allow you to put guidance notes in the Title Field and Description Field and would pop up an alert if the user didn't change them before saving the record. And then I got asked to do just that this morning, and now I can't find the post. And believe me, I have searched and searched. Can anyone remind me what it looked like? Thanks In Anticipation Ian
Creating a UI for service desk plus
Hi All, I need to code a UI for service desk plus to be able to pull our current logs.. Any guidance?
SDF-25339 - Merge Notifications
Is there any advancement on this feature request? We have issues when 2 staff members put in duplicate requests and not knowing that their case is merged with another. This leads them to think that their request was just simply deleted and understandably causes anger on their end.
Associate Component to User
We created an Non-IT asset called Peripherals and what to assign peripherals to Users. But, the option is not there. All we see when changing the Asset State to In Use, is Associate to Asset. See attached picture. We also want to see Associate to User or Assign to User.
System and hardware requirements for self service
Hi, What are the system and hardware requirements for self service? We have 5000+ users in the company that could potentially use self service (over 10 different self service request types) but i need to know what the system and hardware requirements are in order to avoid the system crashing if a large number of users start using the system all of a sudden. DB: MSSQL Build: 9.3 Build 9335 Thanks.
Update without running a backup
I ran a backup by hand last night. Today then I try to update it is telling me a backup is recommended and trying to run one. Is it possible to force not to back anything up when I'm doing an update? I'm on build 7611 and I need quite a few updates.
Technician reply custom trigger
Hi there, I want to add a custom trigger when a technician reply to a request through portal, the same way that is possible when a requester does it. Can anyone help me?!!
Unable to restore the Backup
Build is 9414. Trying to restore the backup on test environment. Attached the error display.
Google OAuth
Hi, Does anybody has make the configuration or integration between SDP and Google, to use google´s oauth? Best regards.
Email Reply Not Updating Existing Ticket
We are experiencing an issue with our ServiceDesk Plus where a user replies to an existing ticket and it will not update the ticket. It happens sporadically and we have not been able to find the cause. We have reset the server twice and still we are seeing an issue. We first noticed it when the system crashed due to our server hard drive being full but we have cleared that up. Any help would be greatly appreciated. Current version 9334
Upgrade to 9400 without no backup
Hello to all, is there any way to upgrade to 9400 build without force a backup? In old versions we could add this line to disable a backup during upgrade: -Dtier-type=BE -DSDBackUp=false Could do something similar in new version? Thanks in advance
Filter Categories by User Groups
Is there a way to only make certain Categories visible to certain User Groups? I know templates can be displayed to certain User Groups, but I'd like to do the same thing with Categories. Or is there another way to filter them by site or region perhaps? Essentially it would be great if when creating the Categories, the same option that's available when creating an Incident Template is available there as well. See attached screenshot.
user onboarding
How do you guys setup user on-boarding process on Service Desk. It seems to me that the task feature might be limited on handing off from one tech to another tech if you have several tier levels. Just want to know how others have setup their new user on-boarding in their ticket system. This entails such things like: Has the computer profile been setup Has Wi-Fi Been deployed out to the computer Has the printer been installed for that specific office location Thanks, Z
SDP Mobile App and Assets Scanning
We currently have SDP premise and have the mobile app on our iPhone. We are about to perform a physical inventory of our equipment and wanted the techs to be able to scan our barcode with the mobile app to look up the device. Inside the app, I go to Assets> Scan Assets. The scanner reads the barcode but then says No Details Found. This also happens when I type in the barcode. Is there a way to do what I'm asking? If not we will have to go back to pen and paper.
Request status change approval
Hi everybody Is there some way that a technician request an approval before change the status of a request? We are looking for some kind of workflow that prevents that a technician change the status of a request without an specific approval of a manager Thanks for any comment
Unable to remove date from field
I entered a date in one of the date fields in the default request template. Now every request opened with this template has this date filled in. How do I remove this date from the form?
IT analytics in 90 seconds: Ticket burn rate
Do you know your help desk burn rate? Watch this video to learn why it’s important and how to track ticket burn rate using analytics. Click the download button below to get started with your free 30-day trial of Analytics Plus. To download ServiceDesk Plus on-premises, click here.
Setting the Change Approver
Hi We've just installed Manage Engine & so far, so good. I'm setting up the Change Management module & can't see that the ChangeApprover field can be added to the template. Is there was a way of setting the ChangeApprover dynamically on category selection? For example, If the change related to Infrastructure , the ChangeApprover would be set as our Infrastructure Manager. If it was an SQL change it would be set as our DBA lead. I can set up templates for 'Infrastructure Change' or 'DBA Change' etc.
Ticket retrieval from Archive errors
Hello Team, I have a question about the tickets that have been archived. I am sure these tickets cannot be searched but when we have the ticket numbers some are accessible while some give you an error like the screenshot attached. Just wanted to know what do you think might be wrong with the ticket retrieval? Thanks and Regards, Kishore
ServiceDesk Plus 9415 Released
Dear Users, SDP 9415 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Vulnerability : SD-72109 : XSS vulnerability found in the asset details page is fixed. SD-71576 : XSS vulnerability found in Change Calendar is fixed. SD-72080 : Directory traversal vulnerability found in file upload is fixed. SD-71495 : ZipSlip vulnerability found in distributed asset scan is fixed. SD-72568 : Vulnerability in deletion of default
support group owner as changemanager
Hello, i want to set the group owner (support group owner) as the changemanager. i looked at few post but group owner subject is not the most wanted subject. any idea anyone ? Regards, Martin
Is it possible to assign a task 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. 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?
FAFR to make a field visible only for certain users, based on Support Group
All, This is a little complicated. We have some people in our organisation who are set as Technicians, because they manage some requests that we record in SDP. However, they are not ICT Technicians. When they are submitting an Incident or Request for ICT they see all the fields that are available in the Technician view of the Template, meaning that some fields that we expect ICT to complete are shown and are mandatory for these people. Ideally we don't want to have to give them different logins as
purchase order attachement
Hi, I need to send the purchase order to the vendor as file type pdf instead of html. Kindly advise on how to do this. Is there any default setting available in the servicedesk for this? Regards Murali Abu Dhabi
Combine Task/Request in one report
We'd like a query to capture both Tasks (request, change, project) and Requests that are over not closed and are older than 6 months - sorted by Technician: Technician Request/Task ID Request Status Created Date Created By Subject Project Title We'd like to be able to modify the query to filter by Technician
Script master 21 : Auto share requests to groups specified in the tasks associated with the request
There may be a scenario where multiple people like testers, developers, and deployers might be involved in a request fulfillment. For that, the progress of the request has to be constantly monitored by them. However, they cannot be given full privileges to access all requests associated with a site/group/department. This script will automatically share the request to the groups assigned to Tasks associated with the request. This can be also configured on 'Request custom menu' so that the action
Two tickets raised from one email
Good Afternoon, We appear to be having an issue when a user is emailing the email which forwards on the request to the helpdesk it creates two tickets which are the same. Does anyone know if there is a setting or any suggestions on how to resolve. Thank you in advance.
Autoclose script issue
I've downloaded the autoclose.py script from https://pitstop.manageengine.com/portal/community/topic/script-master-13-how-to-automatically-close-requests-that-are-in-a-specific-status However, each time it runs I receive the following error: Traceback (most recent call last): File AutoClose.py, line 59, in <module> RequestID = request_Obj[Request ID] KeyError: Request ID Is there anyway to resolve this? Thanks.
Add a domain, massively
Hello, I need to add a domain to all Users - Requesters in our company (we have more than 30000 of them) How to do it massively? One user to change the domain for a very long time
how to get more rows displayed in dashboard
how to have more rows displayed in the dashboard. The current 'Requests by Technician' Widget only shows 5 Technicians, 'Others' and 'Unassigned'. How can I increase the number of Technicians to be displayed instead of all the remaining are grouped in the 'Others'? As shown in the attachment. Thanks.
9412 API V3 question
Hi, We use a lot of custom scripts with SD+ and we are currently on version 9335. Does anyone know, whether API V1 and API V2 will continue to work if we upgrade to 9414, now that API V3 was introduced on 9412? /Rasmus
TaskUpdate Script: Using a user-defined field to populate in the title of a Requests task
Hi folks, Is it possible to use taskupdate.py to populate the contents of a custom field for a ticket within the ticket's tasks? We have a user termination process with a ticket that has about 20 tasks. The title of the request is formed using a form rule and takes a custom field. For example: Customer field = Employee to Terminate: John Smith Title = Terminate Request for user: John Smith. Each task says something like: Task: Terminate AD Account Task: Terminate Salesforce Account Task: Terminate
IT analytics in 90 seconds: Request reopens
IT analytics in 90 seconds: Request reopen rate is one of the most overlooked metrics. Learn why it’s important to keep track of it.
Measuring help desk technicians' productivity doesn't have to be complex
It's no secret that technicians are the pillars of any successful help desk. Which is why it's important for the help desk manager to periodically monitor each technician's productivity. Measuring productivity doesn't mean you have to walk past your technician's workplace every few minutes to check if he/she is working on something productive. A simple report comparing the tickets assigned and tickets resolved by each technician can give you a clear picture. To illustrate why you need to track
Need a field in Requests View who showme the associated change
Hello everyone. I'm in need of the next one. A field, which can be seen in the Request View, that shows me the associated change (change initiated due to this request and / or request caused by change) to have that information visible at all times. It is possible to make in an easy way? Thanks in advanced for the answers. Best regards. Facundo
Sending Announcements to Support Groups
Hello, our department currently has a need to send Announcements to individual Support Groups in ServiceDesk. Currently there's just the ability to send to individual User Groups, but no option for sending to individual Support Groups. Since we are split into several groups, this would allow management to notify each group individually. Please let me know if this would be possible to implement into a future release or not. Thank you!
Slow performance on EDGE/IE
Did anyone else experience excessive slowness connecting to SDP with MS EDGE? Firefox and Chrome work fine. Tested on multiple PC's with multiple versions of EDGE/IE.
Please help Http to https and ssl
Hi Support Team, I need to change my service desk plus from Http://XXXX.com:8080 To Https://XXXX.com and i need if some one right in browser xxxx.com redirect to https://xxxxx.com for http to https and i need to instal certifecate free fro lets encrypt please help .... Product Name ManageEngine ServiceDesk Plus 9.4 License Type Free Version License ID
Report all asset of inventory
Please help me, i want to report all asset of inventory 1) Database: PGSQL 2) Version and Build of ServiceDesk plus : 9.2 Build 9225 Please include all Product Type of asset. I want to display the column "Description" on workstation
Resurrect deleted technician and keep history
A technician account got deleted. He is still active in Active Directory so I created a new account for him. He can now get in but has none of his former history. How can I either attach that history to his current account OR delete the current account and resurrect his old deleted one which DOES have the history attached (according to the SQL tables)? So in the below I want to killl user ids 8701 and 9604 and bring 981 back from the dead. Possible? Kind of urgent. Thanks
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