View Password for Administrator
Is it possible for the Admin of SDP to view the current password of a user?
RestAPI not working?
Hi! After the windowsupdatebatch the RESTAPI for SD+ stopped working. If I try the following: https://sdplus.site.com/sdpapi/request/286618 I get back: This XML file does not appear to have any style information associated with it. The document tree is shown below. <API version="1.0"> <response> <operation name=""> <result> <status>Failed</status> <message>Error when performing - null - null</message> </result> </operation> </response> </API> In the serverout-logfile I can see the following: I was
Add Site to already created Technicians
We have a number of external technicians that access our Service Desk+ The technician accounts for these users were created manually (eg: not integrated with our AD). However, they do not have Site's populated, and there is no way to add one when you edit the technician ('Site' is not listed in the fields you can edit) The only way I can see to do this is to convert them back to a Requester, add the Site via Admin >Requesters, and then convert them back to a technician. I have tested this with 1
Change Management roles
Could it be correct that I cant defined who is a member of the different Change Management roles, so it forms the list of people that can be chosen when the Change Request is submitted. So there would be a list of possible Line Managers and a different list of Change Owners etc
Active Directory notifications
Hi, Since upgrading to the latest version, we keep getting the attached alert in SD+ Where is this alert set up and how do I stop or modify it?
Horrible Service For Manage Engine Support For Licensed product
Is there anyone from Manage Engine Support in here. I have been trying to reach your support since today morning for an issue where my installation is no longer starting up. I have already raised a ticket with no response. Ticket Id : #4350867 I had tried calling the international number +1 925 924 9500 thrice and each time someone picks ups says hello and hangs up.
PIV authentication
Is there a way to use PIV card authentication to sign into Service Desk? Currently we are using username and passwords, but we need to start using PIV for authentication. https://csrc.nist.gov/projects/piv
Multiple Technicians associated with Role for Workflow Approval
Hi, Sort of related to https://pitstop.manageengine.com/portal/community/topic/does-servicedesk-plus-support-approval-groups-if-so-how, but I cannot find out how to add multiple technicians to a single Site or Organisation Role - the only option I get is to add a single user. I want to create a Role comprising multiple technicians who can approve a Service Catalog Workflow Chris White
Script Master 19 : Send periodic notifications to requesters about their pending requests and accordingly update their status
Hi folks! I'm back this week with another useful script to help you with your ServiceDesk Plus needs. I trust that you found last script to create service requests through email, very helpful. This week's script helps you send periodic notifications to requesters about their pending requests and accordingly update their status Let us assume a scenario where the technicians reply to a request and put it in a custom status called 'Waiting for User'. The rules of the business demand that these requests
Hide a Service Category
Hi I want to create a load of new incident templates without anyone, including technicians, seeing them. I can create an incident template and not assign the Service Category field to an existing Service Category but it generates a fake Service Category called Others. I can hide the requester view ok but not the Technician view. Any ideas on how I can achieve this would be welcome. Thanks Chris Cann SD Plus 9329 MSSQL
Total time spent query report
I need to report query to generate total time spent (work log) per ticket by engineer.The table must contain project,ticket id,ticket subject,time spent engineer and total time spent. Can you help me to create report query for same Version : 9.0 Build 9004 Database : postgres
Request closure detail - report
Hi, Is it possible to include the above in a report? I can add request closure code and request closure comments but not "detail". Is this possible? Thanks and regards Paul
Unable to copy workflow tasks on copying template in service catalog
Hi Team, Is there a limitation that on copying template under service catalog we observe that workflow tasks are not getting copied with it. _J
Delete requesters en masse
I'm guessing the answer to this is 'No' but thought I'd try anyway :) I've identified a list of Requesters that I would like to delete from ServiceDesk+. I have them in an excel spreadsheet, and for each I have the unique User_id ref number. Is it at possible to delete these en masse - similar to how you have an option to add requesters via CSV, but delete instead? Is there any other automated way I could delete these users? I have approx 1500 Version and Build: 9.2 Build 9221 (We will be moving
Minor annoyance - Dashboard
Hi, We recently upgraded to the latest version of Service Desk Plus and I noticed that when on the Dashboard and you click on hyperlinks for open SRs, it opens it in a new tab instead of in the same tab (see attached). It never did this in the older version and a few of my colleagues have highlighted this to me. Is this something in the options that can be changed?
Email ticket creation
Is it possible to set up service desk to create a ticket and assign it to a specific support group based off of the information included in the email? or even set it up so different email addresses create tickets in different groups?
Missing call history
Hi, In the previous version of Service Desk, when you clicked on a call and then navigated elsewhere, you were able to see your history on the mid-bottom left hand side of the screen. I cannot see this in version 9329. Can you advise where to find this?
show manager in requester details?
Hi. Is it possible to present the manager to a requester? I have imported it from AD, so its there, but how to make it visible to all technicians in the view when creating a ticket?
Know in a report the total time in hours that the Online technicians have been during the last week
Good afternoon, please I need to create a report that indicates the total hours that technicians have been online in servicedesk plus during the last week. I've been testing a series of queries with which the technician already shows, his last session and the number of times he has started, but none that make a sum of the total hours that have been online during the past week. Would anyone know tell me? this is all I've seen in the forum that most resembles: SELECT dbo.AaaUser.FIRST_NAME AS [Full
How to execute the agent on a scheduled task to run an existing agent installed to scan?
How to execute the agent on a scheduled task to run an existing agent installed to scan? What is the command to an existing install.
Editing templates for CI Types in Asset Module
We are using Professional version. Is there any way to design, change existing forms/templates that CI types are using ? Like Access Points or Storage etc. I would like to add some fields. Access Point CI type form = (Asset Details) don't have IP address field that we want to use.
Categorisation or assignment of additional fields in asset management module.
We are using many custom fields related to asset information but i'm not aware of option how to enable or disable them to specific types of Assets like Switches, Access Point etc or modified default one. I would like to request to either have feature that will allow customize default templates/forms used by CI Types or have some was to control additional fields assignment to specific CI types.
User imported with the LDAP cannot connect to SDP with the sign "№" in the password
User imported with the LDAP cannot connect to SDP with the sign "№" in the password
Hide Resolved status for one role
Hi everyone! I need to hide or denied to set field status "Resolved" for one role and one template. Case: Our developers team must set status "Testing" after done the request. Now they also can choose status "Resolved". Need this feature to one template "development". I try to make it different ways: 1) On form load, execute script: if( ($CS.hasRole("SD_Developer"))){ $CS.removeOptions("STATUS",["Sprint", "New", "Approve","In next sprint","Closed","Denied","Resolved","RFC"]); } It's working only
Hello I'm looking to build a report that will show upcoming sla that are about to violate.can you send me the query that would help with this. Build 9.3 Build 9304 database Postgres
Upcoming SLA breaches
Query Report - Requestors who have never placed a ticket
May someone help me with creating a query for All requestors who have never placed a ticket?
Service Desk Plus Confidential Requests
Hello, Is there a way to make specific requests confidential so that only the technician assigned or group assigned may see the request? We have HR confidential requests that we would not want anyone else to see.
Query Report - most entered tickets
Can someone help me write a query report regarding, "Most Entered tickets by Requester"? It will need Requester name, Location, amount of tickets, and be able to be done from certain date ranges. If possible.
Other HelpDesk solutions integration
Good day! We need to integrate several helpdesk systems. We will use ServiceDesk Plus on our side, our partners have other helpdesk systems. All of them are able to use rest-api. We need to transfer incidents between our ServiceDesk Plus and the helpdesk systems of our partners. When performing actions with incidents in our ServiceDesk Plus, it is necessary to perform automatic rest-requests to transfer data to our partners' helpdesk systems. From the documentation it is clear that I must use the
Recording time in Projects
If I associate SRs with Projects, does the time spent on the individual SRs get recorded against the overall time of the project?
Menu Tabs
Hi there How do you change the menu tabs from Icons to Text? SDP was successfully patched to v9.2 build 9231 this morning in our organisation. The "Reports" and "Community" tabs have changed from text to icons. Please advise how to change the tabs from icons back to text?
error mail
we have changed the exchange server to zimbra and when configuring the incoming mail options it gives us an error. On the other hand, outgoing mail works perfectly for us.
Fail to reply issue due to mail server setting
it worked before but when we change to office 365 setting it always.
Reports
Hi Guys, I am new to ME and hence this request. This might seem a bit trivial but here we go. I am struggling to create reports: 1) all open cases 2) breakdown of all cases open/closed, agent wise Can anyone out there advice on how to write/manipulate a query to get the above results? Many thanks Raj
Alert technician function not work.
The function "Alert technician by e-mail when a request is assigned" is not work. No any mail send to technician. But "Alert group members by e-mail" or reply Mail to Requester is work fine. Is there any log to troubleshoot this issue? Thanks.
Closing of Request by Requester
Hi, can a requester close his/her request that is not yet resolved? For example, they want to cancel their submitted request,. Is it possible for a requester user to close the ticket?
Incorrect time in the execution of the Request
The service desk has a working time from 9 am to 18. The SLA urgent plan is configured with an execution time of 1 hour. If an request arrives at 6 pm, the time of its execution is postponed to the next day and is set to 9 am, but must set on 10 am i.e. the engineer must start its execution at 8 am, but this is not working time, and request is considered to be overdue. Where can I fix this setting? Time on the server is correct. Sevice desk: Our version : 9.3 Build 9301 Data base : postgres Server
User imported with the LDAP cannot connect to SDP with the sign "№" in the password
User imported with the LDAP cannot connect to SDP with the sign "№" in the password
Work Logs
Hi, I am writing a report outside of the web interface and need to report on Worklogs. Can anyone tell me what table the worklogs are in? Also, what table are they for archived requests? Thanks!
How do I create a field that has the list of users as its dropdown list?
How do I create a field that has the list of users as its dropdown list?
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