Timezone for all requesters.
Hi, Is there a way to update a query for the requester's list to update timezone like this URL. Please find the queries given below to change the timezone for all customers. From the result of first query get the timezoneid and replace it in the second query instead of timezoneid = 615 1) select * from timezonedefinition where displayname like ‘%Israel%’; 2) update sduserprofile set timezoneid = 615 where userid in (select technicianid from helpdeskcrew); Thanks, Pramod K
First Response True/False variable for views
Is there a way to build a view filter that encompasses the basic idea of "First_Response=False"? This would be so that we could build a View around it and see immediately which tickets haven't been responded to yet and as they are responded to they would be taken out of the view. I've tried using Responded Date and the selections/variables available but it only allows me to pick a static date and not a variable like "Less than or Equal to: Today". I've also tried using the Response DueBy Time column
Changing to custom ticket status upon successful approvals
We are in the process of changing our ticket statuses. When a ticket has completed all approvals, it goes from a hold status to an open status. Is there a way to change it so that the ticket changes to a custom status of In-Progress, after the approvals are completed? Thank you.
Retired or draft solution topic - can this be hidden from specific technicians?
Hello, I was wondering if there is a possibility to hide a specific topic from the Solutions tree from a group of specific people (not end users, but technicians - so Self-Service portal is not an option) I want to keep there only "Retired" solutions and/or drafts that should be checked by admins only (I know we can keep those under the Unapproved status but my main concern is keeping the Solutions results as small and as possible, with minimum results) As a workaround I tried to delete all keywords
Service Catalogue forms
Hi I have a Service for New Hardware Request, which I would like to call from another Service, of New User Request. Is there anyway of doing that, so that if on the New User Request the requester chooses a particular field, this other service is called? Cheers
"Dont Show Login Details Again" Not working
Hello. I'm trying to evaluate service desk plus, but I'm hitting a roadblock with a seemingly simple problem. On a clean install of Service Desk Plus, V9.4 Build 9401, I'm unable to hide the default login credentials from the login page. I've changed the password, so they don't work, but I can't get the box with the default creds to go away. Clicking the X makes the box go away, but only until the page is refreshed. My web console throws a 404 error trying to get to /sd/HideLogin.sd (404). I've
Trigger request creation from two other requests being closed
Hello! I have a scenario where I need a request to be raised automatically once two other requests have been closed. So to set the scenario, as part of the new user request process, two requests for training are automatically created, both in different support groups. These requests are for base level training. There is then a requirement for a third request to be raised for the next level of training, but only once these first two requests are closed. We need to automate that process so that the
Support Portal widgets
Hi I have added a new widget to the self service support portal with hyperlinks to other sites within the organisation. Can I resize it? All standard widgets can be resized fine, but there appears to be no way to do so for widgets I create. They just take up a load of screen space. Cheers guys.
Print to PDF (Form)
We'd like the ability to print just the form fields in a request without the conversation/details/etc.. We are trying to use forms to streamline and automate some paper based forms but run in to issues when users try to print the form. Some of the forms require a signature and will need to be printed and referenced. The ability to print just the form into a custom pdf or template would help us.
Unable to create additional field except Multi-Select
Hi I have an issue with version 9409. When I go to add an additional field via Incident - Additional Fields > Add field. The system defaults to Multi Select and I am unable to select a different type. See screenshot
Pulling metrics for time spent in custom fields
Hi all, I'm looking for a way to gather specific metrics from my tickets based on a specific custom field. Our tickets run through basically a flow chart (quoting, awaiting approval, awaiting parts, etc.) and we've created a field to show where they currently sit on that flowchart. It works great for knowing how many tickets are awaiting action from our staff and how many we have awaiting client approvals and things like that. but I'd like to be able to do more with it. what I'm looking for is a
Linux installation - Cannot use /tmp as the temp directory because it does not exist
Hello, I'm trying to install ManageEngine_ServiceDesk_Plus_64bit.bin on a Centos 7.5 Server and I just cannot find a way to get over this error message: Cannot use /tmp as the temp directory because it does not exist. Please run the program again using the option -is:tempdir <temp dir> to specify a different dir ectory to use. I've tried all these commands and none of it worked (with tmp folders created before execution): ./ManageEngine_ServiceDesk_Plus_64bit.bin -console ./ManageEngine_ServiceDesk_Plus_64bit.bin
Modifying Widgets
Hi all, I am looking at possibly modifying the existing widgets in SDP, on the Requester Home Page. In particular the 'Report an Incident' and 'Portal Usage' widgets. I would like to be able to change both the text and the image used. Is this possible? In addition, is there a way to edit the test on some of the menu buttons, such as 'Incident Catalog' and 'Service Catalog'? I am currently consulting with the wider business but so far the indications are that they don't use the language we do and
Get Attachments from REST API
Is it possible to retrieve attachments from requests using REST API? I would like to be able to fetch attachment named x from request number y
ServiceDesk Plus 9410 Released
Dear Users, SDP 9410 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9410 SD-70610 : XSS vulnerability in add new request form’s 'insert image' section is fixed. SD-71186 : If PM tasks are created using templates with service catalog additional fields, then the back up (with 9404 data in particular) and restore operations on a fresh installation fails. Please refer to the below link for the steps to
NTLM pass-through authentication doesnt work on Chrome
Hi, I just installed SDP. I've implemented pass-through authentication, it works on Firefox and IE. But in the company, the browser used by default is Chrome, and is a requisition that the users don't need to type theirs credentials every time they used SDP When I open the SDP site, Chrome just redirect to login page. Installed version is 35.0.1916 Please, any idea what I'm doing wrong? Thanks in advance, Alejandro
Cant add new fields
I am trying to add new fields but the next message is displayed "The maximum number of additional fields of type Text has been reached. No more fields can be added". I have tried deleting existing additional fields and it doesnt work.
How to change Excel Report format?
Hi, is there any way to change the Excel Report format to not showing the header (such as: company logo, report title, etc.)?
Priority not resetting based on matrix after initial change of urgency impact
I saw this reported problem and i am having same issue with latest version, 9.3 Build 9335. What is the status on a fix or workaround? SD-58542 While creating request when choose the impact and urgency the priority is auto populated .When i again change the impact or urgency the priority is not auto populated. May 02,2016
Adding work log on Request screen
Is it possible to add a work log via the request screen. I know we can add a resolution, however it would be great to add the work log, edit the ticket and resolve on the one screen.
Create a report for completed tasks
Hi everyone, I need to create a report of completed tasks this past month and I am not sure which options to choose when I create a custom report. I want it to show me the technician, and how many tasks they completed in the past month. I am using POSTGRE and out version of Service Desk is 9.4 Build 9400. Thanks for the help!
How to change Excel Report Format
Hi, is there any way to change the Excel Report format to not showing the header (such as company logo, report title, etc?
Technician Groups
Can't seem to delete these, any ideas? Get a module in use error, yet there are no calls assigned or open?
Query Report - List of Not Used Technicians and Requesters
Is it possible to create a query report of Technicians and Requesters who has not logged in for more than 30 days? We would like to know users who are not being used in Service Desk anymore.
Rename existing fields
Hi Is there any way of renaming existing fields? I'd like to rename "Emails to notify" to be something that the users would understand e.g. "CC:" 12 years ago you spoke about this functionality, but I haven't seen it yet. Cheers
Assigning assets to more than one user
We have a need to assign assets to more than one user as we have a lot roles are shared between 2 people. Only one is on site at any particulare time but we need to be able to have users logging calls based on username and asset. I can't seem to find any way to achieve this. Am I missing something obvious?
9409 build "Health Meter"
Why is this feature called a "health meter"? Unless I am missing something, it just lists all the properties of the system. It's a nice little option but in no way indicates the health, good or bad, of the system. Suggest re-name it "properties" or something more in line with industry standard. Or am I missing something? Just something I noticed.
Contract tab in Software License
Is there a way to hide the Contracts tab in Software Licenses?
Asset import
Hello I've a stock management software and I want to migrate to SDP asset management, any suggestions or best practices to do this migration and move the asset's data to SDP?
Copy Incident/Service Templates to different server
Like many others, we have 3 environments, DEV, TEST, and PROD. Has a way been developed to make a single copy of an Incident Template and then copy those to the other servers in their entirety? I know this has been asked before but I think it's been a while. I was hoping the new framework would allow for this. Obviously it's a huge pain, if you have a complicated template, to MANUALLY, re-create it 3 times. Just asking for error. Thanks David
Feature request - support self-signed certs for POPS/IMAPS
I tried submitting this through support/feedback. The response I got back suggested I wasn't being understood, so I'm going to try one more time here. We would like to use internally-signed certificates to secure POP3S. In our environment, ManageEngine SDP is the only POP3 client we have; there is no public access. Therefore, there is no justification in forcing us to purchase a "trusted" certificate signed by an external authority just to encrypt traffic--the traffic is encrypted regardless of whether
Deleted User's list
Is there a way to view the assets that are assigned to Users that are in the Active Directory Deleted List. We would like to know what assets are assigned to before removing them so they can be assigned to the appropriate user or department
Query for incident templates
I would like a query that can show us which incident templates are not used. We have too many and I would like to delete the ones that are not in use.
SAR and Security Incidents module
With the introduction of GDPR we need an easy way to manage SAR (service access requests) so creating a workflow that manages any such request so that the staff concerned are chased and deliver the information within the time scales, it would also enable us to make sure and have an audit trail to prove we have done this correctly. also on the same request of a security incident module - https://pitstop.manageengine.com/portal/community/topic/feature-request-for-servicedesk-plus-both-on-demand-and-on-premise-versions
Need Query for this report, please check the attachment.
pc name, software installed, os details ,
Query to list all templates that use a particular field (or custom field)
Good morning, I'm looking for help creating a query can display a list of all templates (both incident and service request) that contain a field. In this particular case, it's a custom field, but it would be useful to be able to produce a list of all templates that use a field regardless of the field. My use case is that I've been asked to modify a custom field, but with about 100 templates, I don't know which templates contain this field. Thanks in advance for your assistance. -Adam
Custom Rule for when status changed to "On Hold"
Is there a way to make a custom script when status change to "ON Hold" and the date to put back to open is not filled in. it will not accept the change?
Advice on new starter in company flow process
Hi, I'm trying to create a new starter flow process, which would be initiated by our HR department, updates from the departmental manger, and then would include tasks for the IT Dept, Finance Dept, Facilities Dept, and HR Dept. Any advice on how to preceded with this? Would members of all these departments require to be technicians on the system? Is there a better way than assigning tasks to departments as the task does not include details from the request. Any advice/help is appreciated. Kind Regards
Solutions
Does anyone know the logic used for the ordering of solutions that are suggested in the request resolution tab? We are aware this looks at request subject, category etc and matches these against the keywords in the solution but what we need to know is what method it uses to suggest and order the solutions that it does. Thanks
http to https redirect broke in 9409
The web.xml change I have been making after every update (I really wish ME would fix this) to force redirect from HTTP to HTTPS no longer works. When I add the change below, the web page service will not start. <user-data-constraint> <transport-guarantee>CONFIDENTIAL</transport-guarantee> </user-data-constraint> Anyone have a fix for this, or is it a bug in the latest release?
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