Incident Template assistance
SDP On-Premise Version 9.3. How do I make an incident template inactive? Can't find an option in the Edit page
Change Management - Requester View
Is it possible for Requesters to see what Change Requests have been logged in their name and see the current status?
Service ServiceDesk failed
Hi, we've got the problem: ManageEngine ServiceDeskPlus 9.2, build 9200, database MSSQL. The service works unstable. It can work, for example, 10 days stable, than on 11th day the service stops. During starting the service we get the message Application Layer Started .............. . In logs we see next: INFO | jvm 2 | 2017/11/09 14:53:24 | java.lang.OutOfMemoryError ERROR | wrapper | 2017/11/09 14:53:24 | JVM exited unexpectedly. STATUS | wrapper | 2017/11/09 14:53:30 | Launching a JVM... INFO |
SD+ Portal Usage window
Hi all, Does anybody know how to hide the Portal Usage tab from the SD Portal? See attached image
Report for tickets pending approval
Hi, Will it be possible to generate a report for all tickets pending approval with the following details: 1. Request ID 2. Subject 3. Category 4. Group 5. Email of Approver Our status is "Pending - Request Approval" and running v9309 on MS SQL. I need this report as there are a couple of approvers that are receiving reminder notifications even though they are claiming there are no tickets showing up on their dashboard.
Non IT Asset-like for Document forms
wold like to built a set of forms that act like non-it assets. Each Type of Form would be a different CI-Type. Each Form can be linked to assets and requests Request can have ability to use script to create put information in and pull information out of a form. examples. Software Description - list of who does what with software. Exemption form. - track non-standard software and configurations.
Preventive Maintenance Schedules Are Empty / Blank
We are running SDP 9321 with MS SQL and I went to maintenance a preventive maintenance task and noticed that all of the schedules are empty/blank. I changed the schedule for one of the PM tasks, hit save and then went back into the PM task and looked at the schedule. The schedule is still empty/blank. Is this a known problem? Thank You, Craig Rice
SSO Not Working in 9326
Logs shows users is successfully authenticated but is still redirected to login page. Logs attached. 2017-11-08 08:22:23: HttpSecurityService: calling chain.doFilter 2017-11-08 08:22:23: NETLOGON: domain trusts cache info refresh in 297907ms 2017-11-08 08:22:23: NETLOGON: NetrSamInfo2 groups count: 104 2017-11-08 08:22:23: NtlmSecurityProvider: NTLM2 Session Security was not negotiated 2017-11-08 08:22:23: NtlmSecurityProvider: Acceptor negotiated NTLMv2 2017-11-08 08:22:23: NETLOGON: domain trusts
Survey depending on Support Group
Is there an update on the enhancements for Survey Module? Currently we need it to be sent automatically but only for specific groups. There is currently no exclude option for this.
Latest user guide
Hi, With all of the version updates recently which have added new features, I was wondering if there was some up to date documentation/users guides for Service Desk Plus which reflected this?
Windows Domain Scan
These i had try few days, but it´s not function. The permission it´s from the domain admin, the domain-controller it´s correct, WMI + DCOM + COM it´s on all machines active, but if i want to scan it always shows that the permission are not enough. It´s that an bug or why it´s maybe not function? Thanks Toby
Exchange 2010 (on-premises) + connectors - mail-server not function
Maybe some people know the solution. We have one exchange 2010 with smtp/pop/imap connectors. If we try these with normal client i´ts function. But with the ServiceDesk Plus it´s doesn´t generates tickets. If we click on the mailfetching troubleshooting button, we gets only one blank site. I hab spent over four days, but i not found the problem, why the program ServiceDesk Plus not received and sent e-mails. First i follow the manual, but it´s not function, then i check the permissions in AD, Exchange
Survey Report by Support Group
Is there a way to create a survey report based on support groups in requests? we use two totally different support groups, and since we can't create two sets of survey questions per support group, next best thing would be to have a report that separates the two.
Technician unable to login in
Hello, After upgrading to build 9326, we have a technician who cannot login to ServiceDesk. We have refreshed his internet setting in Internet Explorer and he still gets the error. NTLM Failing: Redirecting To Login Page. He enters his username and password and it fails. We have the SSO setup. Other techs are having no issues connecting. We have tried opening ServiceDesk in Firefox and Google Chrome and same issue. Thank you.
Scheduled reports with no data
I like to create scheduled reports that go out periodically for various things and i was wondering if it was possible to suppress reports that contain no data so i am not spamming people with scheduled report emails for empty reports that contain no data. I have tried adding "No data available to generate the report" to my spam filter hoping it would catch the outgoing report and block them but that did not work.
Yesterday attachment cant' be open
Hi, i'm newbie in using SDP. for the master of this service can you help me solve my problem. my problem with sdp is when i try to download yesterday attachment's can't be downloaded because the file not found because i just migrate the DB from PostgreSQL to MSSQL. For Example : 2 days ago i try to open an attachment when the request happen by 7 november 2017 but i still don't understand till now about the solution. Ps: please contact me to pratamarezaadhitya@gmail.com if u know the solution about
User created request, techs are not notified.
So I have had no luck getting this to work. Right now, email works fine, if i email in a request the outbound email goes with no problem. BUT, if a user creates a ticket, none of my tech's get notified. I have "Alert the following technician(s) by e-mail when a new request is created." Selected, and the 4 techs I want to be notified in the list, but nothing ever happens. Is there something I need to change also. please help. I am on my 30 day eval, and would like to get this setup so i can show my
requester report - query support
Hello, We want to report requesters login statistics to montiroing web interface usage of SDP , Could you please help ? Regards Ertan Gökalp
SSO with Google
Hi community, there is any way to use the Google login and password to logon into SDP?
Setting Logged-In Technician Name on Form Load Stopped Working
After the last two updates were applied the $CS.setText("TECHNICIAN",sdp_user.USERNAME); script on form load is no longer working from within the incident template. When you select a custom template from the drop down menu it is no longer loading the logged in users name into the technician field. This is working fine when you select a custom template from the request catalog drop down menu. I've tried the following to resolve the issue: Delete and recreate rule. Clearing browser cache Logging out
Servicedesk Database set to Auto Close
I was curious why or how this option would have been set in our ServiceDesk MSSQL Database? This is not a normal thing to be set on a database and can cause some performance issues. We have been having some problems occasionally with query’s blocking, and this might be a contributing factor. Please see these two articles for explanation: http://www.itprotoday.com/worst-practice-allowing-autoclose-sql-server-databases https://www.brentozar.com/blitz/auto-close-enabled/ See screenshot attached
Helpdesk - Incident Template Feature Request
I had an idea while I was creating an incident template for our new hire process. I created an additional field for a "Job Title" field. When a job title is selected from the drop down menu, certain tasks associated with that job title are triggered when the ticket is created. A helpful feature which would make this whole process much more efficient for the one managing the incident templates would be having the ability to upload a simple table for things like department names, and job titles, managers,
Service Desk Chat
Is there any way to auto assign requests created by chat to the technician that handled (and created) the chat support call? Is it possible to use a business rule to complete this?? If not, can we request this as a feature please? Thanks!
SDP User Interface Testing (impersonate a user)
Hi folks, we have been trying to work through making our entire organization self-service only through the portal. One item that would be really helpful is to be able to impersonate an end user so we can see what they see when they log into the self-service portal. We offer services that don't apply to all of our internal customers, and so we don't publish templates for them. When we implement a new service, customer, site, etc., we need to know that the users can see the service catalog and corresponding
Change Management - Status change Comments (mandatory)
How can I turn off the Change Status Comments box that keeps popping up? It's annoying....
Feature Request for Pop-Up
Hello, I'd like to suggest a Pop-Up feature. 1. Agent based Pop-Up Announcement Often times urgent announcement could be made by the admins. But unless people have the problem, they do not log in to SDP and check the Announcement. So, if there is a pop-up announcement (including the link) which induced by installed agent (AssetExplororAgent), it would be the excellent way to inform the users. Also, this announcement should be sent to selected users or groups only. 2. Agent based
Skills Matrix for Technicians
The idea would be to have a set of defined Skills that the company is interested in (eg. Cisco CCNA, Citrix CCA, etc) and allow technicians to fill this out as part of their preferences page I have seen this done in SharePoint and it would make sense to have that information in ServiceDesk Plus. The data to be collected would be years of experience and formal certification status. A competency score can then be calculated based on these two fields. This should be done as an automatic report and
survey question
Hi i have 2 questions 1. is there a way a survey link can be added on a reply template 2. is there a way we can add the other value on reply template added to the survey email (e.g. $firstname, technician..etc)
Quick access or view to user attachments through ticket details
Hi guys, Any idea how to display the user attachments or embed a link to them at the ticket view window. because its very annoying to leave the ticket view and go tot user profile to be able to view the user attachments.
Limit of values for additional fields
Hello to all, we need to create a new additional field (picklist) for requests with nearly 250 values and we would like to know if it's possible or could generate a performance problem. Thanks in advance
Advanced Filtering by a "Multi Select" value
Hi, I created a report and would like to Advanced Filtering by a "Multi Select" value. But no "Multi Select" can select in Advanced Filtering. Is there any query can Filtering by a "Multi Select" value? Please help. Thanks.
Large list of entries to import in to pick list
Hello, I have a couple of pick lists that I need to create, both consisting of around 300 entries each. I would rather not have to add these in manually as it takes forever! Is there a way you can import these in to ServiceDesk or if this isn't possible to do this can you connect in to the database and import them that way? Thanks, Matt
Allow Human Resource To View All Service Catalogs Related to New Employees
We are trying to implement the following workflow for new employees. 1. Manager logs into SDP and fills out a new Service Request for a new hire (which requires approval) 2. The submit the Request for approval 3. Human Resource (HR) receives an email 4. HR logs into SDP, reviews the request and Approves. 5. IT does works on request and closes ticket. The above works so far in our proof of concept. How can I allow HR to see all the open Service Requests for new hires? Right now they can only see their
Can Servicedesk Plus version 9.3 Build 9300 integrate with CTI?
Hi, We are currently use Servicedesk Plus version 9.3 Build 9300 Standard edition for our business support helpdesk. I would like to know whether our current version of SDP able to integrate with CTI e.g. CISCO CCaaS. Appreciate your feedback. Thanks & regards.
Question about notification on request closure
This seems obvious but I want to confirm. We have ServiceDesk Plus configured to close a ticket three days after it is resolved. We notify the requester when we resolve the ticket, and do not want to send a notification when the ticket is closed. However, that appears to be what is happening. We have Acknowledge requester by e-mail when the request is updated turned on, and Acknowledge requester by e-mail when the request is closed turned off, but it appears that the system considers automatic closure
SLA doesn't consider operating hours
SLA doesn't consider operating hours, despite the operating hours is active and the SLA's have been configured to consider only the operating hours
Weak Diffie-Hellman certificate error
I have succesfuly installed a GoDaddy SSL certificate. Our helpdesk works on chrome no problem. But on Firefox we ran into the following problem https://www.lmeservices.com/weak-ephemeral-diffie-hellman-public-key/ we then did the work around and that fixed it. On IE though we cant get it to work. But also should I have to be doing this for this to work? Please help.
Notification for user deletion while AD Sync
Hi all Question, who (what role) will be receiving this type of notification like attached screen shot? It on the little bell on site. Few of our technician reported they are receiving this but annoying as not relevant to them. Is there any way to stop but few admin people? Thanks, Ben
Share Request sections doesn't save data
I open I ticket then I go to share request section at the botton of the ticket I add users to share with ticket with them I click on share, the share request section is updated. Then I go to requests and I open the ticket again and the Share request section is empty. "This Request is not shared with any user. Click here to share. " It looks like features are release without proper testing.
Divide Departments ServiceDesk Plus.
Hi, I have the following question. We use ServiceDesk Plus and have two Departments. I only want our Department to see the Solutions, the other Department don't need to see these Solutions because different organization. Also we don't want the other Department to see the Announcements. Is there any way how we can solve this by rights or hide? I've try to find a solution but cannot find. Thanks in advance for every reply! Regards, Frank Jansen
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