ServiceDesk Plus 9323 Released
Dear Users, We are glad to announce the release of latest servicepack 9323 for ServiceDesk Plus. This servicepack includes 9 new features , behaviour changes and bug fixes. Take a quick tour of our new features. Check out our Readme for more and download the servicepack here. Try our demo before upgrade. Step by step installation process can be accessed here. Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Can Service Catalog templates be Site limited?
IS it possible to say that a template in the Service Catalog is only visible to requesters and technicians assigned to Site X?
Sample User Manual
Hi guys, I'm about to create a user manual on how to use ServiceDesk for internal Technicians, appreciate a lot your inputs or ideas and even the user manuals document if you have. Even a sample link would be very helpful. Thanks in advance :)
Lerner for Service Desk Plus Solution. Please help with self learning path for SDP
Hi Team, I am new to Manageengine's Service Desk plus solution. I want to learn SDP. Could you please guide me with the proper self learning path. This will be really helpful for me. Thanks, Amol
ServiceDesk app not starting after installation. Error starting PostgreSQL server
Hello everyone, I hope somone can help. I just installed the free version of ServiceDesk on a Ubuntu 16.04 machine. While the install seemed to have gone through just fine, it does not start. When running the ./run.sh script, it ends up with this message: Server is starting. This may take a couple of minutes ... Free edition... Trying to start PostgresSQL server failed Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details I cannot figure out
Learning path for Service Desk Plus Solution
Hi Team, I am new to Manageengine's Service Desk plus solution. I want to learn SDP. Could you please guide me with the proper self learning path. This will be really helpful for me. Thanks, Amol
CI Types not all shown in Configuration Item Types
Hi We have our laptops under a CI Type called Laptop under Workstation. Laptop does not exist in the list of Configuration Item Types, as the Laptop heading was duplicated at some time then deleted. I think that the duplication of Laptop has forced the non-existent Laptop records to adopt the CI Type of Workstation. Our list of Configuration Item Types is out of kilter with the list shown under CMDB. in CMDB Workstation Windows Workstation Laptop - where our laptop records are with CI Type
Merging Scanned Software Names?
HI, When I update a product with a patch, for example Adobe Acrobat DC, sometimes the display name will change causing a new scanned software to be detected. eg, Adobe Acrobat DC (2005). This causes havoc from scanned software and license agreements. Is it possible to merge old and new scanned data together. Or have alias names for software?
DNS setting passthrough
Hi, Is it necessary to restart the server or service after changing the DNS setting in the AD-passtrough settings? We need to temporary change the DNS and i want to avoid downtime for SD+. Regards, Alexander Nordin Region Halland
Deleted Tasks
Is there any way to restore deleted tasks? We have a technician that deleted several tasks of other technician. And how can we limit the users who can view certain tasks?
Is there a way to add incident additional field in mutliple incident templates or services.
Hi Team, I would like to know if there is any way to add incident additional field in multiple incident templates or services at one go in all. As I have multiple services/incident templates where I need to drag and drop the same additional fields manually one by one for each incident template / service. _J
Responded date and API
Is there a way to set the responded date on a request by using the API?
Get task ID from ticket request
Hi, how do I get the task ID from the ticket request using the REST api? I would like to close a task using the api but need to get the task ID from the ticker number.
CI History for a Requester
Dear Team, I am unable to view the CI history for any requester in ME SD Plus. I have provided the screenshot of a specific requester who in the relationship section shows the devices that are currently assigned to him. But, in the history section, there is no mention of any current or past CI assigned to this user. Please help.
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How to generate report of statstics of user ratings for tickets.
I want to generate attached report automatically from SDP. But the default option doesn't provide the Satisfaction Rate in %. Please provide me custom query which can provide one more column and calculate the Satisfaction rate in % when ratings is poor and very poor.
Servicedesk Production server Crashing.
We had just recently upgraded to 9324 after we had tested this version on a test server I have set up and everything was fine (though that server only has 5 technician licenses so I can test a full load) Recently (and before the upgrade as well) Servicedesk has been crashing. Originally I was seeing: No ManagedConnections available within configured blocking timeout ( 30000 [ms] ) So I added min and max pool size with the max being 350 yesterday. Today it crashed again but i am not seeing that error.
Import samaccountName for Manager Field from AD
So I created a manager field for importing requesters, but it keeps coming back with the CN instead of the samaccountName, which I guess is the default for that field when I pull it up in powershell. I've tried various powershell scripts, but fairly certain
On Behalf field
Hello im trying to view the On-Behalf Of, field in the new incident default template. I connected to the DB , using this command psql.exe -U postgres -p 65432 -d servicedesk -h 127.0.0.1 after being connected to the database i ran this command too update globalconfig set paramvalue='true' where parameter='ON_BEHALF_OF_USERFIELD But nothing appears on the new incident template, also i have other questions regarding this function how i can open an incident for another users even if he is in another
Limit Reply Template to specific Technician / Technician group?
As caption, is there any way to limit the Reply Template to someone because we may have more than one Team to reply different incidents? Many thanks. SDP: 9321 / PSQL
CMDB : Need a more concise Relationships view
Requesting CMDB Relationships view improvements that would increase the usefullness of the visual data, making it more concise and understandable at a glance (would drastically increase the buy-in of those who have been told they must use it as their first complaints are about the value of such a crowded view). Specifically Relationship view options to hide certain software types so that only software you specify will appear in the view (i.e. Enterprise solution software is all we care about seeing/maintaining
Custom task view
Hi, Is it possible to create a custom view for tasks, similar to requests custom views.
Finding Merge Tickets With Search
After upgrading to SDP 9.321, user are not able to do a search and find a merge ticket. In the previous version they could use the search bar and it would find the merged number in the ticket history. Is there a work-around to finding merged tickets? Craig Rice
Support Group without a Site
See below - these are some of the Support Groups we have configured under a Site named "Barcelona - Plaza Europa" If I open up "EU Access Management" there doesn't appear to be a Site associated, even though its listed under this Site. If I edit the Group, it shows as "Default Settings". There is also no way of me correcting this, as this is just static text, and not editable. However, it is not under the Support Groups if I check "Default Settings" All of the other Support Groups under this site
Unable to view Archived Requests
When viewing archived requests, users are receiving an error message: Fortunately this does not occur in our TEST environment so we were able to view the correct content. Any ideas why this would happen. Both environments are configured differently (Production: v9320 TEST: v9317 - MSSQL).
Reports
I need to run a report that shows me what changes have been made to workstations from one month to the next. Examples would be assigned to a new user, or go from in repair to in use, etc.
TAB Order on Default Incident Template Changed After Upgrading to 9321
The tab order changed on our default template after the 9321 upgrade. It would be nice if the TAB could be controlled on templates (SDF-40581). Now the cursor jumps from the top of our default template form to the almost the bottom of the incident form. Thanks, Craig Rice
Scanning dual boot OS
Hi all, We're trying to scan machines with dual OS (MacOS with BootCamp), however, only one OS at a time is getting scanned by the system, Is there a way that both OS will be scanned? We've already tried changing the serial number on Asset records, however, when the system performs scan the hostname gets changed to Hostname_old format. Is there a workaround for this issue?
Any way to hide "Zoho Creator App"?
Hello, Any way to hide "Zoho Creator App" in ServiceDesk Plus top bar? We have ServiceDesk Plus 9.3 9322. Thanks.
Ability to create an asset label from the asset
I know we can create barcode labels from SD but i would like to include additional information onto the label, for instance owner, location and PO number Is there a way to do this? I would prefer to be able to do it from the asset form rather than running a report for one label.
Is there a way to see the query behind the reports in Manage Engine
Dear Community, I hope you can help me out here. I have an urgent need and I hope you are able to help. In our organization we have a problem, we have so many reports that are there, and since I assumed the role I want to make sure I clean that up in order not to put load on the system. The number of reports is very high. These reports are on the service requests and incidents created for the various business departments. I need to see the some information about the report, e,g. the query (filter)
Printing a Request defaults to 2 pages
Build 9320, just started happening "recently". In a Request, Actions | Print Preview, un-check all except Request Details. preview shown about 1/2 page but shows will print 2 pages. See attached. Anything we can do to change this? Thanks
Tickets not closing due to undetected subcategory
Just upgraded from 9320 to 9323 so I'm not sure where the problem is, but I've got one. Typically, to close a ticket I go to the Resolution panel, enter my info, then set it to Closed when I Save. Now, it will save my Resolution text, but the ticket stays open with a message that says it cannot be closed without a Subcategory. Subcategory is a required field, so the ticket wouldn't be created without it. When I go back to the Request tab, the Status is still Open, even though there is a Subcategory
Web Remote Connection not working
We just upgraded to 9323 to try out the new Web Remote Connection feature. Whenever we launch it, we get an error: FAILURE: General failure while performing the operation. Any ideas of what is causing, or how to troubleshoot? Thanks.
Report with techinician details
Hi, I need a report to extract how much time every technician worked on a request. These informations are already in the details of requests (see attach), but I don't know I can extract it. There is a query or a report I can use? Built 9124 DB: MSSQL Best regards, S.
Solutions module - relationship between Solutions records and CIs
Have a field in Solutions records that identifies which CI(s) the Solution applies to, "Applicable to CI(s)" Then incorporate that CI name into "Keywords" automatically for the Search feature.
Problems module - Making the Known Error more robustly linked to CMDB
Creating additional fields in the Problem record for managing Known Errors: - identify 'Related Solutions' records (not just the one Solution record posted via the Problem record) - identify 'Root Cause CI(s)', which create a relationship with the CI in the CMDB (then flag this relationship in the CMDB Relationships view with a small indicator that the CI has Known Errors) Problems module custom view that pulls Problem records identified as Known Errors
Restricting a field in the bulk edit window
Hi, We've introduced an additional field in our Incident template called "Fix Code". It's a drop down menu that has about 90 entries, and the contents of this list change depending on which ITEM you select when categorizing the ticket (it does this by executing a custom script in the Field & Form rules) So for example, if you pick the Item = "Email Admin" You get a choice of the following Fix Codes: Permissions amended Divert added / removed DL amended DL Created Owner amended OOO Message amended
Worklogs no longer showing carriage returns
Hey Folks, After our latest bout of upgrades (Bringing us to 9.3 Build 9321) we noticed that worklogs are no longer showing carriage returns placed in the worklogs properly, leading to some very oddly formatted text. Is there a secret option I have missed that would change the display back to showing carriage returns? Cheers! John
CAB Approval custom trigger powershell
Hi, Does anyone have an idea of creating powershell script for custom CAB members based on change type. I have a python script but powershell is what is required. thanks, JS
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