Changing the look and feel of Service Desk Plus
Hello all, Our organization is about to launch SDP and we have a requirement to change some of the look and feel to align with corporate branding. We have done the basic changes through the Admin -> General -> Theme. Is there any other place we can make additional changes such as the logon screen? (See attached samples) Regards, Stephan
Change Control - Remove Fields or Edit Templates
I am trying to modify the change control module to fit our process. We only have 3 stages "Submit for Manager Review, Submit for CAB, and Closure" I won't bore you with how that works, because i have the flow mostly working. The problem i have is the fields. There are too many fields on the submission page and some of them i can't remove (such as site). I want to make the form simple for people to use. I was going to try to format it more like the implementation stage, so my other option was to skip
Asset reporting
I am awful at creating queries. Can someone please help me create an all asset query report that shows the following columns? 1. Asset Name 2. Asset Product Type 3. IP Address 4. MAC Address 5. Manufacturer Serial Number 6. Asset Tag
Survey reports
After the Survey enhancement, the reports are not accurate. I have multiple answers for the same questions in the same Request ID. On the Survey Report area they are correct but I'm not able to generate a report from there. Please check the attached document. I'm pulling the Request id, Completed Time, Group, Technician, Survey Question, Rating, Rating Value and Comments. Need help with this since most of our team evaluation are based on this survey and the score is not correct.
Multiple issues after update Build 9413
Greetings, After the update "Build 9413" we present several issues that affect our platform, which I detail below: 1.- We are having problems viewing tasks in the quick sub-menu and the button (indicated in the screenshot): And the button don't work: 2.- We can't delete the following Support Group, all requests assigned to this groups have been verified (long time ago), but still doesn't work. 3.- After the upgrade, the "Default" views of all Support Groups are missing, we had to generate the personalized
Notification rule disable
Hello All, Trying to disable any notification rules(ServiceDesk Plus) which is saving correctly. But when going back to the settings page all changes have been reversed. Any idea why this is happening? Thank you. Julian
ServiceDesk Plus hangs at splash screen
Dear Support, ServiceDesk Plus hangs at splash screen showing Application Layer.......... I have read a lot of help and executed the instructions but no luck. Could you please check and let me know the solution Please find the files attached screenshots and logs for more information Thanks
Mange Engine ServiceDesk plus - User login failed
Dear All, I have already installed Manage engine service desk plus - version 9.3 My problem is : 1st, Login OK then close web 2nd, Login again as below process - Open web again/ input address link - When Sevice desk in auto login process, I click login button ==> Login failed as attached picture. This issue happened at serveral user. Please kindly teach me how to fixed it.
SD error
Hello someone knows how I can solve this error [17:06:51:010]|[08-10-2018]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[79]: To resume inbuilt Transaction.....| [17:06:51:010]|[08-10-2018]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[79]: Before setting the flag to DELETED...| [17:06:51:010]|[08-10-2018]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[79]: Process Status:: Processed Message No. : 140 Time Taken : 525 ms|
missing chunk number 0 for toast value x and error opening request
Hello, I'm not able to open request detail (all requests). I have a generic error. (unknows). The log rise the following message missing chunk number 0 for toast value x .... See attached images Can you help me? Thank you Daniela Macchi dmacchi@teamnetuse.it
Configure Service Request Due Date
Can we set the Due Date when creating the request ? We have a service request with "Requested Delivery Date" and users want to copy the date details of this field to be the request Due Date. Can we do this in service desk where after we submit the ticket, it will instantly copy the field data?
Block ticket creation for specific email subject
Is it possible to block request creation if the email has Automatic Reply in the subject?
Graphical glitches, preview boxes
Hi, This happens for me a couple of times per day in the request module. After I've hovered over a request the preview boxes gets stuck like the screenshot below shows. Last time it happened right after switching from the admin module to the request module. It also occurs when clicking the "Add/remove columns" if I've hovered over a request just before. Windows 10, IE11, SDP 9317, MSSQL. (It also happens in MS Edge)
ServiceDesk Plus-Enterprise - "Web page cannot be found"
Hello all, We've recently purchased the Professional product. After installing and attempting to login using http://localhost:8080 or http://<remote server name>:8080, the url returns a 400. Verified the following: - Database created (SQL Server 2014) and able to connect from the ManageEngine server. - Port 8080 is open and accessible from a remote connection to the ManageEngine server on TCP. - ManageEngine service is running. What are we missing? The wrapper.log file looks clean, contents below:
New installation stuck at "Application Layer Started.................."
Hi there, I have a new fully updated Windows Server 2012 R2 VM with SQL Server 2012 installed, though I have also tried using the POSTGRESQL, and when attempting to start the SDP server, the Java window constantly hangs at "Application Layer Started......", and just fills the bar with more dots, forever. when launching with "run.bat" from the '\bin' directory I receive the following output: "Inside Change JRE" =============================================================================== . JBoss
List of Fields
Is there a list somewhere of all the fields that I can use in Scripts for FAFR? The ones I can use to setValue etc. Is there also a list of the $CS values that can be used in Scripts. In fact, is there an overall tutorial for building scripts? I have some knowledge of javascript so I understand the basics. Thanks In Anticipation Ian
Request-Overview Tooltip
In the overview of open requirements, there is a tooltip which shows short information about the requesting in MouseOver. Can this information be supplemented with the subcategory?
IT analytics in 90 seconds: Request age tier
Are you still relying on request resolution averages? Watch this video to see how request age tiers can give you a better sense of resolution times using Analytics Plus. Get your free 30-day trial now.
Integracion de teamviewer con servicedesk
Hola buenas , quisiera saber si existe alguna solución para poder integrar teamviewer con servicedesk como herramienta para poder tomar el control de los equipos . Gracias. Slds.
Limit Report to a list of Technicians
Hi, I have a report which tells me what Technicians have done last month. Currently this lists all Technicians. I want to limit it to a list of Technicians, so I can produce reports to Team Managers for their team only. Can anyone tell me how I can do this? I have tried several ways but I have run out of ideas. This is the query: select top 5000 AaaUser.FIRST_NAME 'Technician', InboundTable.INBOUND 'Inbound', CompletedTable.COMPLETED 'Completed', ((CompletedTable.COMPLETED*100)/InboundTable.INBOUND)
Contract type
Hello, Under admin -> Purchase / Contract Management -> Contract type , there is a default list, is there a way i can remove / modify the default list ? regards Martin
Email sending fails
I have a new install of ServiceDesk plus and can't get it to send emails. No emails go out on tickets being assigned, and when I try to reply to a ticket I get this error: localhost:8042 says sending notification failed We are on Office365, but I also tried using Amazon's SES which we use on our copier. Any help is appreciated.
Multiple Attachments - Still nothing?
Looks like this is still an issue: https://pitstop.manageengine.com/portal/community/topic/ability-to-select-more-than-1-attachment Been over a year and no way to add more than one attachment at a time..? Really? Come on guys this isn't that hard to implement....??
Help needed [Resolved]: Auto-assign Manager to Technician script in change management
Hello! We have renamed LineManager to IT Manager and Requester to ChangeTechnician in the change module. We would like to auto-assign the IT Manager to the ChangeTechnician based on the change that each IT Manager will be responsible for. I have written a script however, it is not currently working. Can someone take a look and tell me what I am doing incorrectly? We are using PGSQL on 9.4.9413. var INITIATOR = $CS.getValue("INITIATOR"); if (INITIATOR == "John Doe") { $CS.setText("TECHNICIAN","Jane
Ticket reopen rate: The metric that you're probably not tracking
Reopened tickets are a matter of serious concern for help desk managers because it can mess up technicians' current work schedule and put them under additional pressure. They also negatively impact daily resolution target and pose serious threats to SLA compliance. Which is why it's important for help desk staff to closely monitor reopened tickets and keep the numbers in check. However, looking at the number of reopened tickets alone will not give you the full picture. To understand its true scale
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. 1) Location 2) Site 3) Department 4) Domain Name 5) Manufacturer 6) Model 7) Product 8) Service Tag 9) Serial Number 10) Barcode 11) Machine Name 12) Description 13) Total Memory 14) System Type 15) Service Pack 16) Total Hard Disk Size 17) Processor Name 18) Processor Count 19) Processor Speed (in MHz) 20) Acquisition Date
Can't save rule in "Fields & form rules"
Hello, I need a rule, which change Status field from "Öpen" to "Appointed" by assigning Technician. I have a role "SDAdmin" and I can't save rule in "Fields & form rules". I create the following rule: Event: on field change - Technician Conditions: Technician field - criteria: not empty Actions: Set field - Status field - "appointed" Then click to "Save "but nothing happens.
Technicians - Remove login vs Delete vs change to requester
Hi dears, *What is the cons. and pros. for Technicians - Remove login vs Delete vs change to requester *What is the best practice process steps for removing a technician left the company (without any impact) ? Regards,
Daily Report on Time to Assign / Respond / Close
Hi, I'm looking to create a report which runs daily and shows results for yesterday with; Time to Assign, Time to Respond, Time to Close in hours, also showing an average. Filtered by Incidents Only and Level is Complexity 1 Only is this possible? Currently on 9.4 Build 9409 using Postgres Many thanks, Aaron.
Report technical roles
In which table we can see the information for the roles assigment to the cmbd option?
Start mail fetching automatically
Hello, Is there any way to accomplish this? Via a script or something within the servicedesk database? When fetching stops for us, it is normally early in the morning during a VM snapshot, since that stops the VM's connection temporarily and causing the mail fetching to stop. Are there any scripts, API calls, or database changes we can make to start mail fetching so we can possibly run it on a schedule to re-start mail fetching after the Snapshot, or incorporate retries into mail fetching so that
Live chat is not functioning - SDP 9.3 Build 9332
Hi experts, My live chat is not functioning. I have configured the settings as per link below: https://help.servicedeskplus.com/configurations/helpdesk/configuring_chat_settings.html During testing, online technicians didn't get messages sent to support group by requester. The messages became missed chat as seen in chat settings by Administrator. Is there any pre-requisite steps need to be done such as open firewall port etc? Kindly help ASAP as I need to do demo to our users next week. Looking forward
Export Solutions with keywords
Can i get the pgsql query to export all solutions including keywords please? Im running version 9.4
Additional 'Levels' In Request Catalogue
Hi, We have been building our Service Catalogue for ICT, Communications and Facilities Management. To show which Categories apply to which Business Area we have prefaced them with ICT, COM, FAC. However, it would be better for us if we could have had a High Level Category for each Business Area, with sub Categories within, then the Templates in the sub Categories. Does anyone know if this is even possible using SDP? We are getting quite a few people who are commenting that they have seen such functionality
Remind requesters to close their resolved ticket by email
Hi I want to send reminder email to requesters to close their resolved ticket. How can i do that?
Multi Language email notification
We buy the license for Multi Language in SD 7.5 Language work fine with self portal login for user. Switch between English and French depend on they browser. My question is, there any way to set option in Admin configuration to set Site for specific language? Cause now our french user receive email notification in english, but need self portal is in french.... Maybe could be a good fix or feature in next version.
overall summery report by company
hi , I'm looking for the same query for each company .. version : 9.3 Build 9334 thanks SELECT count(wo.workorderid) "Total", count(case when std.statusname='Assigned' THEN 1 ELSE NULL END) "Assigned", count(case when std.statusname='Resolved' THEN 1 ELSE NULL END) "Resolved", count(case when std.ISPENDING='1' THEN 1 ELSE NULL END) "Pending Requests" , count(case when std.ISPENDING='0' THEN 1 ELSE NULL END) "Completed Requests" , count(case when (std.ISPENDING='0' AND wos.ISOVERDUE='1') THEN 1 ELSE
Technician on leave
Is there a way to have a tech on leave for a few hours, or do we only have full day options>
SDF-59459 - Adroid App Notifications
Is there any update to this feature request? This is causing some major workflow hindrances to some of our mobile users.
Query reports in SDP On demand
Hi I may be being daft here, but how do I create new query reports on SDP On Demand?
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