Service Catalog - Additional Fields
Hi, Is there a way to script updating data in a base picklist (so if a department name changes the list will be updated accordingly). I would like to keep our department names in sync with AD Thanks Chris White
Requests editor field : can We manupulate this field via script?
Hello, is it possible via script to make opérations on the request editor? For example, for a catégory of request, have automatcaly the request editor with a value (manager of the département for example). Thank you for your help.
Sending mail stopped working - Office 365
In trying to research another issue (why is email from helpdesk not being set outside our O365 domain) I accidentally broke our outgoing mail settings, and I cannot put them back. I took a screenshot of the initial settings, which have been working for months. I tried changing various parameters and nothing worked to get mail delivered to an outside address, so I gave up. Now that I've reset everything back as it was, it's not working. When I try to reply to a ticket it waits about 15 seconds
Asset Explorer Unable to see assets after I click on "Workstation/Server Detected"
I can not view the resources when I click on "Workstation / Server detected"
Is there a way to undo a rejection of an approval? (or to delete it?)
We had a user that mistakenly rejected an approval, and we are not able to undo this action
Automatic notification before sla expires
Hi to all, there is a way to set an automatic notification to a technician some days before the sla expires? I explain well with an explample: if I have a request with SLA of 5 days I would like send a notification email to technician 2 days before the due date for example (if the request is still open)...Is it possible to do this? Thanks in advance, Regards Davide
ManageEngine Boosts ServiceDesk Plus with Chat, Takes IT Self-Service...
ManageEngine, the real-time IT management company, today announced the integration of ServiceDesk Plus, its flagship ITSM product, with its parent company’s messaging platform, Zoho Cliq. Starting with IT help desks, ManageEngine is leading backroom IT operations into enterprises’ mainstream communication channels. Available immediately for ServiceDesk Plus Cloud users, this integration allows service desk teams to begin accelerating end user self-service adoption, leading to improved support and
Modify change stages
Is there any way to modify the change stages other than 'submission' ? I would for example like to pre-populate some field under planning and add a couple of fields under other stages Thanks Michael
ServicedeskPlus: Request Purchase Page deafault fields
Hi all I would like to have more control on the default fields made available in the Request Purchase page. In particualr I need to hide some of this field beacause are not relevant to my current configuration. There is a way that allow me to hide/deactivate some of this fields? My currently SDP installed version is 9324 Thank you very much Antonio
Change database
Hi, Is it possible to connect to MSSQL database with a domain user login instead of SQL Server authentication
Set Subject to Contain Start Date
Hi As part of our new starter process we have a custom field of start date. The template has a default subject of "New User Request" but we would also like ti to include the start date as a visual clue of when to the technician of when this is required. Is there an easy way to include this through custom variables or does this need to be run through a script? Thanks Dan
Workflows in templates
Hi, We received a query from one of our SD Portal users about workflow. Basically a member of a team sends a series of forms to another team, they make amendments to these and send them on to the manager who reviews and approves and then logs a request into the Service Desk. I'm aware that there are workflows in the templates but I'm not sure if it is possible to achieve what I have described above. Can you advise?
Barcode problem with imported assets
When an asset with a barcode that was imported from a CSV file is deleted, the barcode cannot be added later on for Another asset. There seems to be a table where the barcodes are added, but they do not seem to be connected to any asset. When the asset is removed, the barcode is not removed from the table. Thus the barcode cannot be added again. This is only a problem for imported assets. Assets added through the user interface does not have this problem. I have not been able to test the API. Running
Android App - User does not have sufficient privilege
Hi I used to use the android app, but a while ago it stopped working. I would like to use the app again however now when I try to login all it reports is that "User does not have sufficient privilege" - what do I need to assign in order to get this working again?
Set Group on Task through Field and Form Rules
I'm trying to set a support group using the Field and Form rules. Is this possible via a script? The use case for wanting to do this: We are working on our new employee form and have multiple tier 1 support groups that this could be assigned to. We have a business rule that triggers and assigns it to the correct site based on the users site. We have multiple tasks that need to be assigned to that support group as well. For example, if we had the support group, "Local IT - New York", all new employee
Request: Field & Form Rules script to check Subject
Hi there, Our user termination requests Subjects all start with "COE" (e.g.: COE - John Doe). I would like to create a Field & Form Rule to check if the Request's Subject starts with "COE", and if it doesn't, prompt the user to add one and stop the form submission. How would I go about doing this using a script? Thanks!
AppConfig support for SD iOS app
Hi, It would be great if the SD+ iOS app would support AppConfig: https://appconfig.org/ Specifically I'd like to push and populate the app via our MDM/EMM solution with the following information: URL Domain name for Authentication Thanks, John
share ticket like requerter
Hi, once the ticket is opened there are any way to share, add or include other person in the ticket working like requester? Thanks, Jacir
We can't delete Support Groups!
Since a long time we have this issue, and I reported it a long time ago, despite updating ServiceDesk the problem persists and we need a final solution. After we create a Technical Assistance group, we can not remove them. I have tried several things: - Move ALL requests to another group and leave the group to delete empty of Requests. - Delete the tickets associated with the group - Delete/change assignment of Technicians associated with the group -Change everything that involved the group. And
Script to invoke iexplorer.exe
Is there a script to invoke iexplorer.exe, given specific conditions, and open a defined webpage?
How to modify Request Print Prview ?
Hi Team, I need to modify some points in this print such as adding logo, change label, .... Thanks.
ServiceDesk Plus 9328 Released
Dear Users, SDP 9328 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9328: SD-69087 : The Apple push notification certificate is updated in this build. The current certificate expires on October 29, 2017. SD-68971 : Request form hangs if 'add resource' field is disabled in FAFR. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
installing a GoDaddy SSL Certifiacte
I have followed a guide on how to install for GoDaddy https://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-ssl.html but this still doesnt work. I have had to put it on port 8080 as a workaround but my boss wants it changed to 443. Has anyone else had this problem?
SDP IOS Push Notifications certificate expires on 29th October 2017
Dear User ServiceDesk Plus IOS push notification certificate expires on 29th October 2017. Hence to overcome push notification issue, please follow the below steps : 1. Shut down the Servicedesk Plus application. 2. Navigate into <SDP_home>\server\default\conf folder. 3. Download the "SDPProductionCertificate.p12" file from here and paste it in the above mentioned location. Delete the existing file. 4. Start the application. We will include this file as a part of the 9328 hotfix. Regards Edwin
Apply patch over upgrade failed setup
Hi, We recently applied a patch to our ManageEngine SDP trial. During the upgrade, an error occurred. Our setup is on a SmartOS Linux zone. Potentially 2 problems occurred. 1 - The upgrade failed to install correctly. 2 - The trial ran out as the upgrade was being installed. Either one of these, or both appears to have corrupted the patch and I can no longer run the run.sh or reapply the patch. When trying to reapply the patch I get the following error; "You are trying to apply the patch over upgrade
ServiceDesk Plus 9327 Released
Dear Users, SDP 9327 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9327: SD-69035 : Schedule to clean up duplicated Software CIs. SD-69032 : Mail fetching error occurs if the configured keystore file name contains special characters. SD-68973 : Replies sent to the notification mails are not getting added as a conversation if the delimiter is removed from the subject. SD-68280 : XSS vulnerability issue.
Error in ServiceDesk when generating reports.
Good day, I'm new to the community and I wanted to make a query because the SDP is causing me an error when generating the reports (view attach). Note: The upper limit will be applied as 5000 for request module based queries, having selected columns description/resolution and 50000 for other queries. This happen with any report to generate. I commented that I have installed the version of SDP 9.2 Build 9209. I would be grateful for your support.
Critical problem to generate approval by python
Hi I'm Sergi. We have updated to the last version of ServiceDesk Plus. We have some serious problems to generate approvals by python's script. In previous versions all our python scripts works correctly. But now don't work, in previous version we could see in the historials tag if there was an error in script, now not Attach our python script if your wants to try #!/usr/bin/python import sys import json import urllib import pyodbc; file = open(sys.argv[1], encoding="utf-8-sig") data=json.load(file)
SQL query to define technicians aged report
Hello Could someone please help me with a sql query to report all technicians and aged ticket. similar to the below (but rather than group, would like technicians) Technicians name Total Pending Count 0 - 2 Days 2 - 5 Days 5 - 10 Days 10 - 15 Days 15 - 30 Days More than 30 Days Technician ID 1 Technician ID 2 34 0 0 0 0 0 34 Technician ID 3 31 1 0 0 0 2 28
Report
hi i need to create report like this (see attachment). if its possible please help me. i need to make this report from all saturday to friday .
ServiceDesk Plus 9326 Released
Dear Users, SDP 9326 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9326: SD-68936 : Mail fetching error occurs if the server redirection is configured in server.xml. SD-68901 : Unable to create requests on behalf of another user. SD-68919 : Request custom menu is not displayed under the "Actions" menu of the request tab. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
Mail Server Settings
Good day. I create a topic "Mail Server Settings" and it is now working perfect but all of none-grouped email had been deleted. How may I create a separate mail account and alias it to the mail ID? And also, are there still ways to recover those deleted mails? Thank you in advanced.
User Groups Not Associating to Service Templates
Hi, After updating to version 9323, I found that requesters assigned to user groups can't see the service templates associated with that user group. I also updated to the latest version and it didn't resolve the issue. I'm just curious if anyone else is having this issue or if it seems to be only me.
Editing a Timespent Report
Hello, I would like to add the columns Task ID and Task Group on the Timespent Report, is it possible ? Thank you.
SSL Certificate Renewal
Hello, We need to renew our ssl certificate for Service Desk Plus (on premise installation). It an AlphaSSL certificate. Tried to follow these guides but without success (https://www.manageengine.com/products/service-desk/help/adminguide/). Installing SSL Certificate Renew SSL Certificate Installing .PFX Certificate Please help.
Mail Server Settings
Hi All. Good day. Is there anyone who could assist me in configuring the Mail Server Settings? We are using Office365. May I kindly ask, what should I put under the following?: Incoming Server Name/IP Address User Name E-mail Type Port Outgoing Sever Name/IP Address Reply-to Address E-mail Type Port User Name (whose user name to use?) Thank you in advanced!
9326 Issues
Dear Team, We have been faced with a new set of issues after the upgrade, 1. It takes longer while sending approvals for incidents or service requests. 2. Deleting an approval does not change the Request status from On Hold to Open. 3. Users keep getting approval alerts even when there are no approvals pending. Your help is much appreciated.
Installing PFX file for SSL
I have been trying to follow the directions located here: https://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl4 When I do that without specifying the parameters on my install, the SSL works, but when I try to use my exported star cert to install in there and restart the service. I can never get to the server. It never responds and the splash screen on the server just sits there. Is there something that I am missing on this? All of the threads I am looking at are almost
Comments in Approval
Hi, is there a way for the Comments to be mandatory when a user approves a request?
Employee ID
Can someone tell me if employee iD under requestor can be sync to AD attribute employee id?
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