Tasks
Looking to see if we can create a task and task due date based on a date/time field. Example: creating a service request for a user that is departing for HR to use. There is a field called Departure date, which would need to be a date/time field vs a freeform that it is now. HR would put in for example date as 06/01/2018. Wanted to see if we can trigger a task for the technician that picks up the ticket (or all techs) as a reminder to disable that user on that date.
Default Search has changed after update
After updating to version 9.3.16 the search field has been changed to function of Request ID instead of Default Search. See screenshot - Previously, there was a seperate search field for Request ID. We would like to know how to get the field back for having the Request ID and the Default Search in seperate fields, and the 'type here to search' box set by default to 'Default Search'. As you can see on the NEW VIEW part of the screenshot, it is defaulting to Request ID. If not possible to bring back
Announcements at Logon Screen.
is there a way to move the requester's announcement to the logon screen replacing the image?
Not Receiving Email Notifications
We noticed this error on our System Log "Exception while trying to send notification for the request." Receiving emails seems to be ok but some users cannot receive mail notifications from service desk. We don't know what causes this issue.
Bold text in Solutions
Hi, Text formatted as bold does not show correctly after saving and viewing an article in the Solutions module. Please see attached screenshots. SDP 9335 MSSQL. Tested in IE11 and Chrome. Regards, Alexander Nordin Region Halland
Cannot create new schedule for report or edit existing schedule
Since upgrading to 9401 we can no longer schedule a new report or edit an existing schedule - it simply hangs when you click "save". This happens on both our live and staging systems. Is anyone else experiencing this issue?
Private General Tasks
Our Chief Information Officer would like to mark some of his General Tasks as private so that they cannot be viewed or reported on by anyone but administrators of ServiceDesk Plus. He would like to use private tasks for sensitive personnel related work.
Missing filters after upgrade
Hi, I upgraded ServiceDeskPlus to the latest version over the weekend but some of our technicians are now saying their custom filters are missing (filters for viewing queues). Has anybody else had this issue and is it something that can be looked at?
Generating Report on Task IDS and Work Logs
Hi, I need to generate a weekly and monthly report on the tasks and work logs added with the following details: Our database is Postgre For Weekly and Monthly Ticket Report - focusing on the Service Request/Incident IDs created in a given week or month Request ID Created Time Technician Group (I want to define only the specific groups that I need to include in the report) Request Status Work Log Added by (Technician name) Time spent on each work log Total Time Spent (Total time of all the work logs
Field & Form Rules
Hi all, is it possible to prefill EMAILCC field (Email to notify) with variable $Department_Approvals$? I would like to inform department approver or head whenever someone from department submit a ticket, and I would like to fill it automatically. Thanks in advance.
LONGTODATE not formatting
I'm not sure what I'm doing incorrectly but LONGTODATE isn't formatting as a human readable format. My query is below (we're running PostgreSQL): SELECT icm.ChangeID as "ChangeId" ,icm.workorderid as "IncidentId", wo.title as "IncidentTitle", cd.title as "ChangeTitle", org.name as "SiteName", coalesce(tech.firstname, '') || ' ' || coalesce(tech.lastname, '') as "Technician", coalesce(req.firstname, '') || ' ' || coalesce(req.lastname, '') as "Requestor", pd.priorityname as "Priority", LONGTODATE(WO.createdtime)
Report to find newly added asset for a given day
It is required to identify what are the assets newly scanned and added to asset inventory for the previous day or given day. Date, hostname, IP address, Asset type, Operating system, location.
time to dispatched - reports
Hello Is there any report attributes for how long a ticket have been unassigned? (Or time to dispatched) Thank you for your time and expertise. BR Tavring
Query Report
Hello, customer would like to have a report with the time of any actions/updates that happened on every requests, like the ones you get if you click on the History tab of a request (see image). Anyone that knows in which tables are these info stored and can give me some hints on how to build the query to extract them into a table? Thank you in advance Marco
Data Definition
Is there a data definition available for the tables within SD Plus MSSQL?
JobExecutionFailure Error
Hi, We have been getting an error JobExecutionFailure. It has been consistent within a day. See attached screenshots. Thank you.
Executive Level Notification
In SD+, how could we create a request template or notification rule that will notify specific email accounts when we have a major outage. I have been looking through the system and I don't see an obvious way to do this. The resources I'm trying to notify aren't all technicians in the system. I'm trying to avoid having my help desk need to "remember" the correct contacts to notify based on different urgency levels. Thanks in advance for any advice you can give!
ADDING A TEMPLATE CATEGORY in ServiceDesk Plus
Good day Sir/Madam How can I Add a template under the Software Template Categories for example I need to add "Upgrading of Evolution ERP System to latest update". The request i need to do it in ServiceDesk Plus Regards CHUMA
Error inicio C:\ManageEngine\ServiceDesk\bin\startclient.bat
Buenos dias soy nuevo en esta aplicacion que parece muy buena, la instale con un setup antiguo que me pasaron para probar la aplicacion, logre configurar una parte y en el proceso me mostro que estaba desactualizada, descarge 3 actualizaciones para ir a ultima version y luego de la 2da actualizacion ya no quiso funcionar no carga nada. desinstale la aplicacion descargue el ultimo setup de ManageEngine_ServiceDesk_Plus lo instalo con la opcion por defecto (Enterprise Edition) pero intento arrancar
Error inicio C:\ManageEngine\ServiceDesk\bin\startclient.bat
Buenos dias soy nuevo en esta aplicacion que parece muy buena, la instale con un setup antiguo que me pasaron para probar la aplicacion, logre configurar una parte y en el proceso me mostro que estaba desactualizada, descarge 3 actualizaciones para ir a ultima version y luego de la 2da actualizacion ya no quiso funcionar no carga nada. desinstale la aplicacion descargue el ultimo setup de ManageEngine_ServiceDesk_Plus lo instalo con la opcion por defecto (Enterprise Edition) pero intento arrancar
Category changing itself after adding a new Category
I recently added a new Category called "Security", and now a number of existing tickets, even closed tickets, have changed themselves to the "Security" category. It even leaves their existing sub-categories in place, even though the sub-categories do not exist under the "Security" Category. Please help, this is throwing off all of our reporting and statistics, and messing with our incident templates! Running 9400
Business Impact Field
What is the purpose of Business Impact Field while creating an User in ServiceDesk Plus
Passthru authentication questions
The instructions show how to target a single domain controller. Can we get ServiceDesk Plus to use an alternate DC for passthrough authentication if a DC is rebooted or temporarily down? The local intranet zone is an Internet Explorer setting. Does this mean passthrough authentication is only supported in IE? Are there workarounds for Chrome?
External action implementation class issue
Hi, In my own implementation class, which extend from the "DefaultActionInterface", I have the "ExecutorData" object is a parameter. This object have 4 methods: getAdditionalProps(), getDataJSON(), getDiffJSON() and getHtmlDataJson(). When I invoking the method getAdditionalProps(), I get this result {ENTITY_JSON={}, MENUNAME=MenuActionName, executorClass=com.servicedeskplus.integration.MyIntegration, MENUID=301, EXECUTORTYPE=class, HTML_LOAD=my.html, HANDSHAKE_KEY=XXXX, USERID=4} When I invoking
Send email to email address when request is created
Hi, as part of the employee setup process we have a service under a service category for the creation of a new user. We would like this to be sent to a number of email addresses through business rules but it looks like it can only be sent to technicians. How can this be done?
Request Notes vs. Worklogs
I'm new to ServiceDesk Plus, but I find that I'm not sure if people are using Notes or Worklogs to document their work in the ticket. Coming from ServiceNow we use to just use Work Notes and it was clear as to what we should use. What is the Best Practice from ServiceDesk Plus?
how to show worklog fields on request template for other technisians?
Hi, On request fulfillment scenario in each task technician should fill some fields which are needed for next tasks.how can i have fields to be filled and available for all technicians ? regards,
Issues since updating to version 9402
Hello, since updating to ServiceDesk Plus 9402 the system crashes down after a few days. When I restart the server the menu/navigation is not there and one of my colleagues can't logon anymore. I've attached a screenshot from the missing navigation. Tomcat error: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception java.util.MissingResourceException: Can't find resource for bundle java.util.PropertyResourceBundle,
How to change unticket group in the database
Good morning, I simply want to change the group of a ticket in the database and after searching through the sql server tables I can not find it. Can you tell me where and how to do it? The additional fields created I notice that they are in workorder_field The tickets with their data in workorder Where can I change the group? Thanks for your time.
One technician not receiving help desk emails?
Hello, one of the technicians does not receive help desk emails. Any idea why not? All of the others do. Thanks for your help. Jerry
Script Master - 4: How to assign CAB members to a change request automatically.
Hello everyone! I'm sure most of you are busy planning your Christmas season already . While you wait for your Santas to shower you with the gifts you desire, I'm happy to share an interesting script this festive season with all the Change Managers . When an RFC is raised, it is the Change Manager who seeks recommendations from CAB members and manually adds them to the RFC. The script discussed today helps Change Managers to automatically assign CAB members to a change request through
update 9.4.3
Not Found The requested URL /products/service-desk/91677414/MManageEngine_ServiceDesk_Plus_9_4_0_SP-0_3_0.ppm was not found on this server.
Very limited criteria for User Group creation
Hi all. Im triying to create a user group, to delimitate the use of certain templates. When i am creating, i see that the options for the criteria, are VERY limited. Only 5 predeterminated fields can be used to create this group. This can be expanded to more options? How? Thanks in advanced. Best regards. Facundo
Additional field in Task template
Is this option allready on the roadmap?
ServiceDesk Plus 9403 Released
Dear Users, SDP 9403 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features in 9403 : SDF-69258 : Support for 'Georgian' language. Issues Fixed in 9403 : SD-69139 : Vulnerability fixed. SD-70508 : AD authentication doesn’t work in the mobile client context. SD-70395 : In recently upgraded setups, start server/ shutdown server shortcuts does not work properly. SD-70341 : Due to the API calls restriction to Zoho
Upgrade from 9335 to 9400 - restore MYSQL to PGSQL issue
Hi, I hope you can help me. I´ve opened already a ticket via support@servicedeskplus.com but I don´t get any feedback since one week. This is my issue which I send to the support team: -------------------email message begin----------------- Hello Support-Team, our productive ServiceDesk Plus is on version 9.1 Build 9121. I´ve cloned the virtual machine to do some test to upgrade to the latest version 9401. I´ve updated successfully our ServiceDesk Plus to version 9335 with an MYSQL DB on the cloned
Resolution on "Request Closure Comments"
Is it possible to copy the information in the resolution in the "Request Closure Comments" automatically?. Using a script or something else? Thanks in advance for your cooperation Kind regards Carlos Armas
Change status after use Jira Menu
Hi, I would like to know it is possible to change automatically the status of the ticket when we use the custom menu to create a Jira ticket from ManageEngine. Best regards, Jacir
Custom Schedule Timing is Moving
Hi, It seems like the custom schedule jobs are continuously moving. Sample attached is for an automated closing script. Originally set to run at 10PM each day. It is now running at 11PM. These are time sensitive jobs and should be followed correctly. Please advise.
Servicedesk portal is not working on Mac pc
Hello we have SDP 9334 and mac pc (HighSierra OS) when i try to open SDP after NTLM login i see only blank page on this adress http://servicedesk/HomePage.do?SkipNV2Filter=true.
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