See overview of a group of assets
Hi. I manage a building that has classrooms and was wondering if there is a way to use the dashboard feature to view a status of our rooms. Basically, if a room has a fault and is logged with an external vendor then I would like to see this info somewhere at a glance (bonus points if it can be seen via mobile too). The reason for this is that one service desk agent will report the issue, then later in the day there will be another class, and the issue gets reported again and so on... I would just
update ServiceDesk Plus from 9334 to 9400
hi, i'm trying to update ServiceDesk Plus from 9334 to 9400; but the update is failing. i followed the step-by-step posted here: https://www.manageengine.com/products/service-desk/service-packs.html , without success. can you help?
Can't get SDP to launch
Hi, every once in a while I get an error when running 'run.bat' where it says the port is in use even though I haven't changed anything. Then when I change the port and try and run it, it says the server is already running and I can't launch the Service Desk. This is very frustrating and happens semi-regularly (see attached). Can you advise how I fix this and stop it from happening in the future?
Scheduled Reports saving to a folder
I want to create a report thhat list of all the PO raised today up until the time the report is run. This report then need to be exported into a cvs and or excel format so that I can import this into the finance system. I have seen a query in the community that gets the information, I just need to work out how to just get todays orders. But I cants see a way I can automatically run this report on a schedule and save the file to a folder that the finance system is monitoring. Any ideas how I can do
Query for requests with most common category/subcategory
I'm having trouble finding a query that will produce a report of requests (both incident and service) with the most common category/subcategory. I would like to use this to find trends of issues that need to be addressed. It may also provide information on training that is needed for end users or techs. Please let me know if there are any clarifications needed. Thank you for any assistance you may provide.
Replying to a ticket using reply template not working
Morning, We just upgraded to SDP 9404, and we are having issues using the reply template. within the ticket we hit reply, and select one of the reply templates but then get the following error: 'You are not authorized to view this page' can you let me know what to check? I have recreated the template and still not working. attached is a screenshot of the error and the role permissions of the tech thanks, Shane
Report that returns the orders in which a technician participated
I need a report that returns the orders in which a technician participates and the state is resolved. All report i test show the last update state, i don´t want to take the last update of the order, you should look at the whole history. I have MSSQL - ServiceDesk version 9.3 Thanks and regards!
Add/Modify report to dashboard
is it possible add or modify a report in the dashboard? I find predefined reports but I do not see the option of entering a custom one. For exemple, I like to add more states in the report "requests by technician"
[Tips & Tricks] Night-mode automations
Scenario: One of our customer's came up with a requirement i.e, to notify him or a group of technicians when tickets are created "after business hours". His primary concern was to not miss any high priority tickets. Their organization was getting lot of negative feedback from their end user's because of not addressing show stopper issues and they couldn't figure out how to put a full stop this issue. Customer wanted to check with us if we can provide a solution. Initially, the customer had enabled
Deploy test environment version 9403
Hello, We have ServiceDesk Plus version 9403 in production environment. We want to deploy a test server with the same version (9403), but we are unable to download this version from your website. How can we get a copy of the 64 bit installer?
Redacting PII from submitted tickets and their history
Is there a good way to redact tickets and their history in ServiceDesk Plus? I have not found a way to remove text from the history, even after editing the the tickets. Is this something that we need to do on the DB side? We are using MS SQL 2014.
Upgrade failed when update from 9202 to 9300
Hi Upgrade time from version 9202 to version 9300 process up to 98% complete but eventually fails. Is there any solution????????
Auto CC script not working
Hi we configured auto CC with one script EmailIdtoNotify it working fine for one month but unfortunately stopped after that also I tried to run the script with python shown "indexError: list index out of range" regards Ahmed
Call API and edit form rules
Hello. I want to change my request form rules from another program which data comes from there. Some rules should be changed when data changes. For example I have multi select fields that changing selection of items inside it, will filter other fields in form which all data comes from another program How can I change data safty with Rest API with my program that there is no need to change SDP database?
Can we Lock a ticket while they are being worked on or open?
Multiple techs pick up the same ticket at the same time. and start working the issue only to find out to late they all were working the same issue. This is a big waste of time. Plus frustration. once a ticket has been opened, and i mean for viewing it should be locked until its closed or has been assigned. This way if i open a ticket 10 seconds after another tech i get a message saying this ticket is opened by someone else and can not be edited.
Pre-loading Additional Incident Fields with Data
I ran into a something that would probably be nice to have. I would like if we could have some additional control with "Incident - Additional Fields" and map some of those fields to data that already exists. For instance, I want to make a Pick list called "Implementation Technician", and when we click the drop down, have that drop down filled with a list of technicians. It would be a pain having to manually input every technicians name into a field when we could just map some fields to different
Tooltip or information for existing fields and additional fields
Hi. My name is Facundo and actually im working with Service Desk Plus 9.3 Build 9329 - Enterprise Edition. We are implementing the tool and we are faced with the lack of an option to create a tooltip or "pop-up" information for the predefined fields and the additional fields. It would be especially useful to create these tooltips so that both the users (in fields to be completed) and the technicians (in fields such as Category), know how to use them. Is there any way to create tooltips or edit the
Custom field - multi pick list
For custom field, similar to how we have pick lists, can we have an option where we can select multiple items, e.g. multi tick boxes? There may be more than one option we need to select for a given item.
Group Mail Settings
Hi, Which is functionality of the group mail settings in the groups? Can I change the size of field in Type of Asset (by a greatest size characters chain )? Thanks
Java issue after upgrading to 9402
Is anyone else running into Java issues after upgrading to 9402? We have a daily problem where Java will take up 80%-90% of the server's CPU and over 1.2GB of memory. This will lead to SDP becoming unresponsive. If we restart the SDP service, Java will go down to around 500MB and SDP will be fine for the rest of the day. If not, it will eventually become responsive again, but the issue will keep occurring multiple times a day. I've already contact support (#8187972), but their response is that we
Using Asset Module and CMDB for managing the Employee OnBoarding/'Offboarding' Life Cycle
Managing assets for employees is challenging, especially in this day of distributed access. When an employee leaves the company, we not only need to ensure that the hardware is recovered and the domain and application accounts are disabled, we also have to ensure that any cloud services the user subscribes to are also disabled. If all the services were provided at the time of onboarding, that would simplify matters. If this were the case, we would simply refer to the original onboarding service request
Resolution/Reply template "You are not authorized to view this page" after update to 9404
Technicians are now getting this error when trying to use resolution and reply templates after I updated from 9400 to 9404 last night. Giving them SDAdmin right fixes the problem, but this is not a permanent solution. Any help would be greatly appreciated.
Configure Self-Service Portal Homepage
How can I re-arrange the box / grid of the Self-Service Portal Homepage? The current Self-Service homepage has a lot of unused spaces? How do I remove the Portal Usage video?
9400 - Redirection from HTTP to HTTPS broken
Hi Since upgrading to 9400, HTTP to HTTPS is broken as the file that was edited before is no longer available. After every hotfix, I used to follow the instructions here: http://kbase.servicedeskplusmsp.com/faq/admin-3/admin-general/general/how-do-i-setup-redirection-from-http-to-https.html but that file now no longer exists. Can you help? Thanks
Set up SDP in redundant status?
Been using SDP for a while and have a Test environment and license that's hardly ever used. I like to use that license for a redundant server in production. So I can do updates during business hours and not effect the users but still be able to call support when things go sideways. Possible? Would I need a separate DB to make this happen or could I just point 2 "front ends" to the same SQL Server? Would this let me take down A, do updates, reconnect, then take down B and repeat seamlessly? Currently
Add Technician Availability Calendar in Projects
We've like to see the calendar available under the Project Members tab so pm's can see when their team is available for work. Currently they would have to view the entire list of technicians or when possible by the project support group. SD 9311 Enterprise MS SQL ------------------------- Ottawa - Canada
Feature Request: Include tasks and Change tickets for Backup Techs
We're starting to utilize the Technician Availability chart and have received good feedback on the use of the Backup Tech and assignment notification features. We would like the notification to be expanded to include Tasks and Change requests. This way when new Tasks or CRs are assigned, the assignee is notified that the technician is away on a specific date. SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
ServiceDesk Plus 9404 Released
Dear users ServiceDesk Plus 9404 has been released. We've introduced our first phase of GDPR features with this release. The following GDPR features are included in this build: 1. PII fields in templates Mark a data field as PII when adding an additional field to a template so you can easily distinguish PII from other data. 2. Meet users' right to be forgotten The GDPR grants individuals a number of rights, including the right to be forgotten. That means
Dumb question about Project fields
How should I use the "Project ON" field ??
Fields&Form Rules in service catalog
Dear assistance, I create a service request, and I set ‘GV SPA APP Group’ (support group) as default. Then I set Fileds&Forms Rules setting conditions like point 1; actions 2-3-4 are available, only 5 conditions doesn’t allow me to choose the support group that i want. I would like to set ‘GV SPA RETAIL Support’ as group and ‘CSA Support’ as technicians when conditions 1 is satisfied. Could you please tell a way to da that? I tried with a business rule, but it didn’t work. Thanks. EP
Mobile App Login
I am trying to use the mobile app for SD+ and I do not have the option to select my domain for authentication. All I see if Local Authentication, when I click on the drop down I do not see my domain listed. Thanks
SDP 9329 to 9404
Hi all, Our Setup of Version 9329 refuses to intall Updates. Instead of wasting time for bug-hunting, we think about the following: * use the built-in feature to create a backup of the Data (9329) * un-install 9329 * install the most recent version of SDP (9404) * add the license-file * retore the Backup of 9329-Data into 9404 Will this work? Thanks in Advance! kind regards, Fritz
How to restrict a field from technicians
We are having issues with technicians raising the priority of a ticket. It is critical that only a specific set of people have this ability, because it launches our Major Incident Management process, and shows up on management reports. Is there a way to restrict technicians with edit access from being able to set this field? I was thinking of removing most of the technicians ability to edit tickets. Not sure if this would restrict their ability to enter tickets, though. Also thinking of setting a
How to Enable/Disable and Mandate/Non-Mandate Fields using Field and Form Rules Script
Is there a way to Enable/Disable and Mandate/Non-Mandate template fields within a Field & Form Rules script? I think I'd need to do it within a script rather than what's available within the GUI of F&F rules because I need logic to compare two date fields in deciding how to set the availability of a third field. Basically, we have Date1 and Date2. If they are the same, users don't need to (and shouldn't be able to) populate an Explanation field. But if the dates differ, we want to require that the
Service Request template task
Hello community , I have some service request template with task assing to it. how in action scripts / javascripts can i get the list of task related to this service request template ? The purpose is on submit, set task as per resource form. Regards, Martin
Automated Email for Surveys and Managers
Hi, I am wondering whether it is possible that any surveys below a certain score could be auto-forwarded to the IT manager or a notification could be sent?
problem in change management
i have a problem when i click new change there is an empty page open without any another data Best Regards
Query Report to show who applied a Cat / SubCat / Item
I'm sure this is quite simple to carry out, but I need a query report that documents Category / SubCat / Item changes to tickets, and the name of the technician that applied each change. Fields to show Request ID Requester Request Type Subject Request Status Created Time Completed Time Site Region Category changed to Subcategory changed to Item changed to Technician that changed it Time change was made Some tickets will have their categories changed multiple times, so the report should ideally show
Issue with custom action
Hi, I have been trying to get support from the ManageEngine support email address but not getting much response. We have a custom action that sends a request to our SAP system but since upgrading to 9403, this is now broken. The only thing we could find in the logs was an error about java but I'm not sure what it means (see attached). Would anybody be able to provide some advice/assistance with this?
Attachment in Email notification
Hi, we have attached documents in a ticket, we would like System to send same attachments in notification email to the technichian. I have check in previus threads the SDP feature SDF-38910 , is added to support. can you please confirm, if this feature is added to the latest release. we have SDP Eval on premises, we want to verify this feature.
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