Employee ID
Can someone tell me if employee iD under requestor can be sync to AD attribute employee id?
New field - User and Password Field on Inventory
In general people (Technicians / Engineers / IT Responsibles) save all his passwords in Excel Files with passwords or with specific tools to save passwords like keepass etc... In order to have a good CMDB it will be a good idea, store this passwords with the item Inventory. And only SDP technicians, and depending on what group they belong or not to see this password. A good choice will be the possibility to add users and passwords for each access group. example: one Router User and password
Pin an Announcement
FR to pin certain announcements to the top of the list. There are announcements that are temporarily, announcements that have an end date, and those that are consistently relevant. We'd like to 'pin' the ongoing relevant announcements at the top of the list so it remains the first item a tech or requester might see.
Problem with approvals triggers after apply 3917
Hi Any body use triggers for approvals automation? I have several that work fine before apply sd+ 3917+ update. ( py scripts) After this don´t work and i don´t have any reason. The request history tab has changed and now does not report anything. The trigger does run, I can not find error trace except for a java type conversion warning when I go to record in the history table. Is there anyone who does the same? JCF
Fields and Form Rules are not applying when using change template feature
ServiDesk version: Build 9325 Version: Professional Module: Incident Catalogue / Incident Templates - Fields and Form Rules Short decryption of the problem: When incident template is changed via Change Template field during creation or editing template rules that was created for this template are not applied/processed. How to replicated Issue: 1) Create some rules to hide or show some fields depend on value of other field for incident template 2) Select incident template with rules from Incident
Service desk not responding
Good day, I have a problem, when I loading a letter into the service desk with an attachment of more than 1 mb, the service desks hang. What could be the reason? When SD tries to process the letter CPU Load Process Java on 99,9% Sevice desk has been updated to the latest version. Server service desk Ubuntu 12.04.3 LTS kernel version 3.8.0 - 29-generic Thank you.
Users (approver & non-approver) with the same email for Approval
Hi, we have users in Service Desk that use the same email. User1 is setup as an approver while user2 is not. When a request is created and the approver is user1, the other user who has the same email (user2) also gets a My Approvals notification in SDP Home page. Is there a setup in SDP, where the Approval will only show in the selected user's account (My Approvals)?
Automated Ticket Creation
Hey All, So I'm just playing around with the Automatic Ticket creation and I'm able to get some stuff working, but not others and I'm not sure what I'm doing wrong...here's a copy of the email from our PRTG Monitoring solution that's being sent to ServiceDesk Plus @@OPERATION=AddRequest@@ @@CATEGORY=Operating System@@ @@SUBCATEGORY=Windows Server 2003@@ @@LEVEL=Tier 1@@ @@MODE=E-Mail@@ @@PRIORITY=High@@ @@URGENCY=High@@ @@IMPACT=High@@ @@GROUP=Hardware Problems@@ @@REQUESTER=PRTG@@ @@REQUESTTYPE=Incident@@
Automatic Task Generation
Hi, It is possible to automatically generate tasks in the request for a given criterion (company, site, priority, etc.)? Suppose, as a result of the escalation of SLA, the given level has changed, as a result of which the task for this request was automatically generated. Thanks!
Community and Support Notification Options
Hi, Last week I somehow turned on notifications from Community and Support. Althought it is nice to see all topics being addressed, it is too much. Requests and responses are hitting my inbox at all hours and it is too much. Where can I go to limit updates to once a day or once a week....or....to turn off this notification. Can't seem to find where to do this. Do I have to unfollow the SD+ community to do this?
Relationships - how to automatically link departments
Hi, We import users and departments from AD. My questions is how to programmatically create relationships so the departments link together right up to the Department Head (in this case Jon). In the attached image, Users in the red department (under Rod) appear in the relationship diagram, while users in the blue department (under Grant) appear in their own relationship diagram but while the 2 are part of the same group, I can find no way to link them together apart from manually creating a relationship.
API supported in TFS (Agile?)
What are the best paths to utilize a connection to TFS via an API through ManageEngine to implement actual project flow to include TFS? If this is possible, how well does it work with Agile processes?
Technician field in ticket while making change
Dear Team, When we receive a created ticket that created with wrong category and wrong assignments i need when we try to change the category the technician appear automatic after saving the change could anyone help me ?
Executed Time in resolution Tab
Dear Help desk support, Could you Help me to prevent the Executed Time field from editing by any technician ?
create incident automatical
when user create service request, is there any option to automatical create also incident ?
Best way of returning to a specific page of an Advanced Search results list
Hello, I'm a user of ServiceDesk Plus version 9.1 build 9100. At the moment, I click on the browser's back button to leave a request to return back to an Advanced Search results list. This works fine when there is only one page of results. My issue is that if there is more than one page of Advanced Search results list, clicking the back button from a request always returns me back to the first page of results and not back to the actual page in the results from where I clicked on the request to view
Mail Fetching Fails when automatic reply sent from user
Hello, We are having an issue with Mail fetching for self service fails when there is an automatic reply in the inbox of the self service account. If we delete the email and restart the Manage engine service all other tickets will process until there is another automatic reply. We are on 9.3 Build 9317 Any help is appreciated Thanks Josh
Required Information in Asset XML
I had another topic out here that i think was to specific and wasn't getting a response. What i really want to know is if i want to do a custom import or assets using the scannedxmls folder in servicedesk, what information needs to be contained in that file? I want to use an API to pull some host information to get imported into assets. I can create an XML file from the GET information in the API call. When i tried this it failed to import. my XML file changed to Failed_Hostname#_#serialnumber.xml
query report createdtime
hi i need to make query report from 2017 -10- 14 to 2017-10-20 how write this in report ?
Auto Fill User details on ticket creation
I have SD linked to AD with SSO, users login with their AD username and password but when they open a ticket the field "name" is empty. Is there a way to auto fill the users details when they try to create a ticket?
User Survey
Hello, I need to create a number of different customer-specific polls for assessing the performance of technical support. But I did not find the opportunity to create several categories of Questions and Satisfaction Levels, for example: 1. Poor-Good-Excellent 2. Yes-No-Maybe That I could create several variants of polls and assign to each different variants of Satisfaction Levels ... And as options for choosing the answer, drop-down menu, text and so on. Is this feature present in the SDP or is it
URGENT HELP NEEDED - Cannot See anything new in the system
Can someone please help me out I deleted a few sites from the system. After which the following has happened: 1. All the departments have disappeared from the Departments Tab. They show up in other drop downs but one department comes multiple times 2. If I add a new technician I cannot see him in the Technician list. Searching does not help either. The technician can login and work normally but I cannot see him in the actual technician list I have no idea what is wrong. I need to delete a newly
Field & Form: Auto-populate the E-mail Id(s) To Notify field
I'm having trouble auto-populating the cc email field for a specific template. I have tried various field name possibilities for the E-mail Id(s) To Notify field. The custom script I am using is: jQuery('[data-field=NAME]').val('DL-address@domain.com'); where NAME is the different possible field names I came up with (CCField, CC_Field, CCEmail, EmailCC, CCAddress, etc.). Can anyone tell me what the field name is actually called and let me know if I am writing the custom script correctly? Thank you!!
Query Report History of tickets that have had 'Critical' Status
Trying to create query reporting tickets that have had a critical status in the past [currently outstanding and closed]. I've search several tables [ci, cihistory, audit, audithistory, workorder, etc ] and cannot find a table that can be used to list all status changes in a given ticket. Please advice. Thank You in advance for your assistance.
Server crash when perform Asset scanning.
I use Ent Eval version of SDP。When I try to scan my computers, the CPU usage grow to 100% soon , and the server seems no response. The scan will fail after quite a while. The server run on a Hyper-V VM with 12core cpu and 16G memory assigned. And 3G ram for SDP. In wrapper.log, each crash have a "SDPCrash-OutOfMemoryError" line . Please tell me how to do, thank you! Sorry for my poor English.
Query for Users with their CI ID
Hi Guys, I was looking for your support to code a pgsql query to retrieve all current users and their respective (CI ID). Thanks in advance Adam
WebRemote Issue
Good day/evening, We've upgraded to version 9323 - however, we're not seeing the WebRemote option. Is there some place that I need to enable it?
Create Computer Account
Dear Team, We've been having issues when it come to SSO. I was advised to create a computer account under Admin - Active Directory and click save, which will give me scripts to be run on the active directory server. Now the problem is our data center team will not give us permission to execute the script on the AD server. Is there a way around?
Employee number sync issue with AD
Hello ME Team, Request is raised by our team that they want see requesters Employee numbers in the tickets under the requester details area. We have information in our AD accounts and importing with requesters details into SDP from AD. Could you please assist that how we can see Requesters Employee number in new ticket creation template or ticket's Requester Detail area. Thanking you in advance. Regards, Shakir
Can't access Changes
Hi After we upgraded to Build 9326 we are unable to open old changes or create new . We get "Error occurred at server side, please contact your administrator for more details." System log viewer doesn't contain any errors. Does anyone else have this problem? Regards Bo Danielsen
Breaks in Work logs descriptions replaced with <br />
Previous tickets that contain work logs with breaks (returns) in the description have all been converted from the break into <br /> after we upgraded from Service Desk Plus version 9313 to version 9326. Is there any way to revert <br /> back to breaks?
Purchase tab emails
Can Service Desk send the PO email as a PDF instead of HTML? We have a vendor that always has trouble reading our PO's because their email server converts all HTML email to plain text for security reasons.
SD+ Service Category - How to Edit or Delete a Resource
I can find how to Add a Resource to a Form, but I cannot find how to edit or delete an existing resource that is no longer needed. Using 9.3 Build 9324 Chris White
Export & Import SLA Configuration
Hi Guys, I was wondering if there is any way to import SLA Configuration via a Query or CSV or something. This will be a huge help. Thanks in advance
How to share requesters between sites?
Hi I have the need to open a new site within my ServiceDesk Plus installation, however I find that in the new site, there are no users. How do I make all my requesters available to all sites? Thanks!
Request Closing Process \ Automated Close
Hi, Is it possible to make an exception for one user \ site, so that his requests do not close automatically after a few days, after the decision is made? Thanks!
Several backups a day
Hi, in Servicedesk Plus, is it possible to schedule more than one backup on one day? If I use Windows-scheduler to run BackupData.bat (outside the system), do i have to stop the ManageEngine service before that? We have users on the system from early morning to late night and dont allow any stops. Otherwise, is there another way to perform several backups a day? We run build 9305. Best regards Åke
Selectable field for Service Request\Incident types in Custom Reports
Hello, I was trying to create a dashboard widget to show a pie chart with the breakdown of Service Requests and Incidents for the current month. Since you can only create charts within the custom reports section, I noticed that there is no selection for the column that identifies that a ticket is a service request or an incident. Can this be considered to be added for a future release? I think it would be a valuable feature. Thanks.
Business Rules and additional fields of the request
Hello to all, we have installed a new server with 9320 build. After configure almost all parameters, we have encountered a problem with business rules. We cant use additional fields as a condition. After we select a additional field to add as a condition and click "Add to rules", SDP shows this condition as blank and if we try to save SDP shows this message: "No criteria has been added for this rule" Could you help us? Thanks in advance
Reply Email History
I currently use ManageEngine ServiceDesk Plus 9.0 Build 9018. When a user submits a new ticket we will often email the user for additional details the user then replies. A staff member will then usually reply again for more clarification or call the user our question is when we hit reply on the users email none of the email chain is included in our response its blank. Is there a feature which can allow the email history / chain to stay with our replies as sometimes it confuses the user if they
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