Pick list items not sorted alphabetically anymore
Hello, After migrating to build 9317, as soon as we update a pick list additional field, the pick list items are no longer displayed in alphabetical order. This is an issue, especially in the admin view, because we are unable to locate the items that should be updated or deleted. Example: Before upgrading (build 9309) After upgrading (build 9317) How can we solve this? Best regards, Demetrius
Tasks in Change module
Hi In Change management module of Manage engine , I need a help We have good number of Implementers , who have to work on Tasks under ‘ Implementation tab’ of Change management module Do we have any way out , through which these implementers can work without logging to manage engine , as we have limited number of licenses The work involved will be ' Assigning owners , Changing the status of tasks , Dates' Regards Sandeep
SDP Organizational Roles - absences
What's the best advice for when a person in a role - say "Regional in Charge" is absent is there anyway of have a deputy for example? Or is it a case of changing the name during the absence period? Rgds SimonT
Notification Problem
Hello here. I am new in ServiceDesk plus, i import users from AD, and make 3 technician from author request. I setting email server, and from incoming email new incident create perfect. Notification to creator request sent well, but after assigned incident to technician, email notification to technician ton sent, Site i not setting - i have one site with LAN. Please help me to setting notification. Version SD 9.3 release 9313 Best regards, Oleg Ivanov
Technicians are able to pick up and close requests before they are fully approved
Technicians are able to pick up and close requests before they are fully approved. We are using Service Desk Plus 9.3 Build 9307. We have an issue where a Technician can assign and close a request before it is fully approved. We have looked at all the settings and can't find how to stop this from happening. Thanks for your help. Jay Czochanski
Business Rules - what tables are the Business Rule query parts stored in?
Hi - we are trying to maintain 140+ business rules. Each business rule contains a long "Subject contains" statement, containing multiple customer codes. E.g. "Subject contains "BLAH" or "BLAH1" or "BLAH3" (up to 25 more) or "BLAH25"" We use these rules to detect client codes in email subjects, and route them to specific technicians. The maintenance on these is currently untenable - we want to modify these rules directly in the database if possible. I have found the RuleDefinition table, which contains
Users created through e-mail requests
Hi, We receive a lot of requests through e-mail from diferent users and now we have thousands of requesters. We need to delete them automatically or dont create them at all, we tried to disable the options "allow dynamic user addition when the user is not imported in the application" and "provide login access to users created through e-mail requests" but it still creating requesters. is there any way to solve this?
Projects and Subprojects
I would like the ability to have a primary project and then be able to have sub-projects that we can work from. These would enable us to break projects into different areas such as Phase 1, 2, etc...
Network Scan - Exluding IPs from a range
I have several remote sites that will have anywhere from 5-20 assets at them. We have used the IP subnet 10.100.X.Y for these sites, where X represents a site and Y is the devices. We have roughly 60 of these sites. So i wanted to scan only the first 50 addresses from each site. 10.100.1.1-50 10.100.2.1-50 10.100.3.1-50 ... ... 10.100.60.1-50 I have added the network scan as 10.100.1.1-10.100.60.255 then i created an exclusion for 10.100.1.51-255, 10.100.2.51-255 ... 10.100.60.51-255 <- this was
Unable to submit ticket to an alias email
Hello Team, 1. I have the following incoming email configuration 2. Send an email to 911test@lazada.com 3. But the ticket was logged under itsm.mail@lazada.com email As a result, it's not routed to my support group properly Please help to check Regards
Stupid question on domain user import scan
I know I set this long time ago and for the life of me I can't find this stuff anymore. Where do I go to change the information that is imported when service desk plus scans for users in the domain? ( like their department info and that basic info) The other question I have it can I set service desk to remove the requester if that user has been removed from AD or do I have to manually remove the requester? I did some clean up work yesterday and now a good portion of the sequesters I removed from
Default Technician Group
What I am looking for is to be able to send out messages when a ticket is picked up by a different technician (there are 2 of us). When a ticket is submitted and one of us picks it up, I would like to be able to have the system send out a notice that ticket ## was picked up by, or assigned to... Is that possible? Thanks
Projects not robust enough
I would like the project management to be a bit more robust. Right now I am limited to just a Milestone then task. What I really need is the ability to do Milestone --> Task --> Sub-task --> Item. This would help to secure a more robust project plan that I can use.
]Jira integration] Error: Check Jira Xml file configurations and Jira server connectivity, please check the log file!!
Hello Support team, I have followed this instruction https://servicedeskplus.wiki.zoho.com/SDP---JIRA---HTML---Integration.html But the error occurs when clicking on action menu On the server where hosts this application, I can connect to Jira via browser (can login, create ticket, etc) Please have a look at my logs [17:26:51:557]|[07-20-2017]|[com.manageengine.servicedesk.actionplugin.workorder.util.RequestActionExecutionUtil]|[INFO]|[80]|: Get Particular External Action Menu Details::{"MENUID":301,"NAME":"Create_Jira","DESCRIPTION":"","ALL_ROLES":true,"FOR_TEMPLATES":1,"ISENABLED":true,"EXECUTORTYPE":"class","EXECUTOR":"com.servicedeskplus.integration.JiraActionImplementation","HTML_LOAD":"Create_Jira_Ticket.html","HTML_FOUND":true,"SELECTEDROLES":[{"id":49,"text":"AERemoteControl"},{"id":82,"text":"EnableCMDB"},{"id":301,"text":"MEAgent"},{"id":602,"text":"MELead"},{"id":302,"text":"MEManager"},{"id":601,"text":"MEWriter"},{"id":4,"text":"SDAdmin"},{"id":61,"text":"SDChangeManager"},{"id":51,"text":"SDCo-ordinator"},{"id":30,"text":"SDGuest"},{"id":37,"text":"SDReport"},{"id":109,"text":"SDSiteAdmin"}]}|
ServiceDesk Plus API - Knowledge Base
Hello, We are looking to start using the ServiceDesk Plus API with our company CRM. Is it possible to use the API to carry over the knowledge base data we have on ServiceDesk? Thanks, Matt
Update Manager
Hi, In the recent Update, the Update Manager now points to the Scripts folder. We used to use a replacement to the UpdateManager file (We used images and not the backup for rollback). What is the process for amending the config to NOT run a backup as part of Update Manager now ? (We used to just amend the DSDBackup = False). Andrew
PR and PO process
I've taken over the SDP project in our organization after a lot of it was set up by the person before me, so I'm new to SDP and not 100% sure how it works. We had envisioned using SDP in coordination with our heads of departments, purchasing department and VP of finance. What we want is a select group of people (heads of departments) to be able to submit a purchase requests for predetermined equipment (e.g. we'd have 3 or 4 models of Dell laptops on the list that you could choose from, a number of
Templates detached from Catalog
Hi I have some incident templates that have become detached from their catalog. There must be a way to attach templates to catalogs because you can copy templates, which would be fairly useless if you could not attach the copies to a catalog. We are running SDP 9209 and testing SDP 9317. We used the database from SDP 9209 as the basis for updating a test environment to SDP 9317 it suffers from the same problem. Any help would be much appreciated Chris
How to require a reason to stop timer
Running 7.6 Service Desk Plus When you use the actions menu and select "stop timer" you put the call on hold AND you have to enter a reason for doing so. If you simply put the call on hold from the drop down field in the ticket, you can bypass this need to enter a reason. My question is this: Can you force technicians to enter a reason to put a call on hold?
Servicedesk Plus and OpManager 12200
Good Afternoon We have a question concerning the integration of these two products, Is it possible to set the MODE within this integration so that we know the ticket came from OpManager? We have the integration working and only sends over tickets that need to be sent over but without this option the stats for MODE are almost worthless. I have attached a screenshot for the options available. Many thanks for your help.
Pass Through Authentication issues.
Dear Support, I have enabled AD Authentication and Pass Through Authentication in our SDP Machine. Both of them are configured properly and shows the result SSO Configured Successfully. But when any user access the URL it always ask for username and password and the user have to skip this step and enter his AD credentials to login in the page. This issue was rectified by adding localhost url in local intranet sites. But we cannot afford to go to every user for adding the localhost url to their local
Import services to Service Catalog
Hello, I would like to know is there any way to import new service to Service Catalog in Service Desk Plus version 9.1 Build 9107? I have too many services to create them manually. Thanks!
Failing to Upgade Service desk plus 9233 to 9300
Hi Team, Please urgent assist am failing to upgrade service desk plus 9233 to 9300, During the upgrade it extract all the file fine but in the mid it failed. I raised this before with Service desk team and someone advise me this could be problem on the server it self and he advise to create dump server for testing. I did as he advice and manage to upgrade successful on the dump server but the same file failed again on production environment. my number. +255 22 2196 6478
Hello, I've inserted some Incident - Additional Fields from databse.
Hello, I've inserted some Incident - Additional Fields from databse. There are lots of fields that we don't want to insert them by hand and maybe there will be updated by another database, and these fields should be up-todate. So, I decided to insert them on database side. For test, I first inserted parent field, which is picklist, but not any values and see that in table [ColumnAliases] one row inserted with [COLUMNNAME]='UDF_CHAR8' and [TABLENAME]='WorkOrder_Fields' for the rest I've inserted field
Backup Issue
Dears, please need your advise for why when I take a backup divided into two parts as per the below BR Mahmoud Nour
How to load the conversations in a report
I need to create a report with the conversations or the last conversation/answers charged to the cases
Alert(or Notify) technician by e-mail when there is a new reply from the requester when ticket in unassigned.
Is there a way to notify the same group of technicians that gets notified on newly created tickets when a reply is sent to an unassigned request? For example: User creates request Techs are notified by "Alert the following technician(s) by e-mail when a new request is created". Before the ticket is assigned to a technician the requester sends a reply with further information. Because the ticket is still unassigned the same group in step 2 gets the update details sent via email. Thoughts?
Notify technicians when request is updated and unassigned
Hi, I was wondering if it is possible to setup SDP so that when a request is marked as unassigned and the request is replied to that all technicians are sent the reply? Alternatively, is it possible to have a technician assigned to all newly created and unassigned calls, but that a notification isn't sent to the technician that a request has been assigned to them? To put this into context, there are occasions when certain calls are left unassigned and there are instances where these unassigned
Bug: Comma in filename of attachment
Makes the attachment unable to open. Maybe the attchment never actually gets uploaded. Either way it does not work.
Allow Custom Change Roles to be used on Change Template screen (like Change Manager, Requester etc.)
When you create custom Change roles like an approver role or viewer role these cannot be put on the Change Template form like Requester etc. (they can only be set on the workflow page). It would be really useful to make these available in the same place (i.e. the template form) like the other fields.
Check Change Management 'field and form rules' are satisfied (e.g. mandated fields) before moving to next stage
It is possible using the template in Change Management to mandate fields and apply field and form logic. Unfortunately the buttons that move the change to the next stage/status don't appear to adhere to such rules and mandated fields can be left unfilled whilst the stage/status moves on. It would be a really useful check to make sure that mandated fields are completed before allowing the stage/status to change on the workflow screen
Encrypting XML config file - External Action Plugin
Hi all Using Service Desk Plus 9.3 Build 9317 Using JIRA v7.3.0 Have implemented the External Action Plugin to integrate the two system. All is working 100% EXCEPT that our admins are not comfortable having an "exposed" admin Username and Password in the configuration file (JIRA.XML). Is there a way to encrypt the file and if so will JIRA be able to read it? Many thanks in advance, Graeme
Editing Software License
How do we edit the quantity of possible installations to a concurrent software license in ServiceDesk Plus?
Worklog Timer Bug with Operational Hours
When adding a work log using the work log timer feature, it incorrectly evaluates the time when the 'Include non operational hours' box is unchecked. The server's time and time zone are correct Scenario: User Personalization Timezone Setting: (GMT-05:00) EST Admin Operational Hours setting: Start Time 08:00, End Time: 16:30 Work Log Begin: 31 May 2017 (Wednesday) 08:30:00 Work Log End: 31 May 2017 (Wednesday) 08:33:00 Time value, Include non operational hours unchecked: 0 minutes Time value, Include
CAB Cannot approve change
I face the approval issue on servicedesk-plus version 9.3 Build 9314 while CAB approving the change. The message show dialog and said "You are not authorized to perform this action" after CAB clicked on "Recommend" link under their name. I can't re-produce this issue. It not occur with every change nor every CAB. Please advice me, Thank you in advance. Jeerasith.Sr
Incident Template--create additional incident instead of task
I want to create an incident template, but instead of creating tasks associated with the incident--I want to create additional tickets for each action item (task) instead of a task. Example: New user template instead of task associated with each step that has to happen for a new employee I want to create subsequent tickets for each step Help please?
Incident Template Question -- create additional incidents instead of tasks
I want to create an incident template, however instead of creating tasks associated with the incident, I want to create subsequent incidents. for example: New User Template User submits template and instead of creating 10 tasks that need to be completed for the new user, it creates 10 additional tickets for items that need to be done assigned to specific technician or groups based on what the item (task) is. Please help
Couple of questions regarding Reports
Hi, I have a few questions about some of the available fields in the Custom reports. 1) "Pending Status". This appears as either True or False. I viewed a ticket where this was set to "True" and its status was "On Hold" therefore I assumed that if Pending Status = True, the status of the ticket is "On Hold". However I then opened another marked as true, and it was "Open". Does Pending status basically mean the ticket is not Closed / Resolved, or does it mean something else? 2) "Time Elapsed".
How to ensure multiple approvals of CAB , to move to next stage
Hi We have the requirement of multiple persons approval in Roles viz . CAB i.e. unless all the persons mapped in CAB give their recommendation as YES , the workflow should not be able to move forward , even by Change Manager How we can make it possible regards Sandeep
Site merge tool & Product merge tool
I have seen on the roadmap that you are working on a user merge tool. This will be helpful ! Similarly, a sites merge tool and a products merge tool would be greatly appreciated!
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