Notifications Template
We modified the template for our Technician groups to get the site in the subject line $Site. We currently have Two regions, doesn't look like it's possible to add $Region. Is that something that can be added?
SMS Pulling
Is it possible to pull the support requests registered through SMS ? If yes how and up to what can be configured ? Thank you
Upgrade to 9.2 broke HTTPS
Hi all -- I updated my ServiceDesk Plus application from 9042 to 9204 tonight and found after the 9200 patch, which contains a Tomcat upgrade, my server no longer worked for HTTPS -- Chrome returns a ERR_SSL_PROTOCOL_ERROR, and Firefox returns ssl_error_rx_record_too_long. I had created and installed a keystore file per the instructions here. I also had updated the server.xml file according to those instructions and changed the server port to 443 and HTTPS, and it had worked well -- for 9042. I had
Change\edit after the ticket beig approved
Dears, Why the SD allows a ticket to be changed after submited and approved ??? This shouldn't happen... for example, the ticket is for one thing, than we submite it for an approval... The aprover approve it and than, the techitian change what the request was.....
Submit php file for registration
I would like to have a form on the login page that would run a jquery popup (which is working) and then submit to a php file that would then send that info to an email. This would allow the technician to create a user for the person wanting to register for the helpdesk. I can modify the login page fine, but is there a way to run php files?
CMDB Attributes with Atrributes
ME, We are moving more and more processes into our automation tools. What I am talking about is highlighted below: What I am trying to solve for is what is listed below: I have many containers in an xml config file. Each Container has one or more attributes. Container <name>TMOBridge_Container</name> <serialized>False</serialized> <connection_type>DB_ONLY</connection_type> <restart_on_date_rollover>true</restart_on_date_rollover> <message_loop_class> services.WTMOBridge.TMOTBridge.TMOABridge
Custom triggers for changing the request status
Hello, Is it possible to define a custom trigger that automatically changes the request status to a custom status whenever there is an incoming requester conversation (a requester reply)? By default, SDP does not change the request status, and we would like to have the status automatically changing to "Response available" for example. In addition, is it possible to define a custom trigger that automatically changes the request status to a custom status whenever there is an incoming conversation (a
Local time in report
Hi, I have below query but need it converted to localtime since we use the system in several timezones and have therefor set the timezone for each site. Or version is 9.2 with build 9225 in a PGSQL database. Anyone that can help? select to_char(from_unixtime(wo.CREATEDTIME/1000),'YYYY') "Year",to_char(from_unixtime(wo.CREATEDTIME/1000),'Month') "Month",to_char(from_unixtime(wo.CREATEDTIME/1000),'dd') "Date", sum(CASE WHEN HOUR(from_unixtime(wo.CREATEDTIME/1000))>6 AND HOUR(from_unixtime(wo.CREATEDTIME/1000))
Publishing Servicedesk Plus MSP via Azure application proxy with Azure authentication support
Hi there, Im just wondering if there's any way that I can expose my On-Premises Servicedesk Plus MSP via Azure application proxy with Azure authentication support? Please help. Thank you. Regards, Jo
General - Translations "Workstation" to "Clients"
Hi, I am working with the CMDB and need to modify the " Workstation " tag for " Clients " I tried updating the tag by using the Find and Replace option but is not changing the tag I need, can you please advice how I can do this, I already restart server and other fields are indeed changing but the one I need. Thanks,
Calls that have been unassigned ---- Can we auto re assign them to another tech?
Hello, We are close to piloting Servicedesk + for one of our teams but we have hit a possible snag. If a tech un-assigns a ticket, it seems to go back into the requests and if not spotted, could go un-worked for a long period. We would like to ensure that techs can only reassign to other users and not just choose unassign. Is that possible?
Deploy Service Desk Agent via GPO
I followed the instruction just as how it was said on the instruction but it is not working. Any suggestion?
Setup ServiceDesk Plus from fresh - Repoint to SQL
I have used ME for years but have recently change employers and wish to get it started at my new company I have installed the software and the only option at the time was postgreSQL, I have since ran the switch DB file to point it to my SQL server, I receive a message that its unable to fetch SQL instances I cant see anything in the pre reqs as if i need to install SQL browser locally on the machine ? I can setup a ODBC to the sql server I can telnet to the SQL server as per instructions 1433/"/n
Version Upgrade
Hi Team, Is it possible to upgrade service desk plus firmware from 8000 to 9000 ? Or do i need to go like 8000 -> 8001 ->8002 ...->9000? Can go from 8001 to 9000 directly ? If is there any document or thread please do share with me. Thanks Arjun
Backup restore compatibility matrix
Hi Team, Does any one have Backup restore compatibility matrix for service desk plus ? Thanks Arjun
Project management Report queries
Has a schema been release for the Project Module yet? Its wonderful addition but without the ability to report on the task and time, it severly hinders the usage.
Projects Templates
Add the ability to create templates for Milestones and Projects
Clear data
Is there a way to clear all the ticket data from the database after testing before going live?
Changing Software Bitage
Hi, We have the 32Bit SDP Client and would like to confirm the processes for moving to 64Bit. Is it simply, Backup, Uninstall current client and re-install as 64Bit ? Would a Restoredata be required ? Regards Andrew
How to configure change SLA in ServiceDesk Plus.
Service Level Agreements define the time within which a Change Request needs to be resolved. SLAs are applied automatically during 'Add/Update' of Change Requests based on the criteria defined. Change SLA will be executed based on the 'Scheduled Start' and 'Scheduled End' time of the Change Request. Here's a short video showing how to configure a change SLA in ServiceDesk Plus. More such short videos to help you get the most out of ServiceDesk Plus! Brief explanation on the video: Step 1: Go to
Reporting Question
Hi, With Reports (IT Change Management) is it possible to get the attachment or link to an attachment included in the report ? With all our changes we ask that a file is attached (Could be more than 1) , so is it possible ? Saves opening the Change all the time. A
Preventive Maintenance
Hi, Has anyone ever noticed a duplication of specific Preventive Maintenance tasks ? We have a number scheduled to run each day and for some reason today two have created 2 tickets. It's never happened before, nor has it happened for other ones. Any ideas ? A
Custom trigger variables - Script Template
Hi, I need a script to send an email to some customers when request status is "Closed". I'm trying to make this through custom trigger and it's works very well, but the variables don't work.No one. I'd declare the variables in"Script file to run" field, in Custom trigger menu, but dont't work yet. My script language is .vbs Does anybody has some script to send e-mail passing SDP arguments? Does ManageEngine has some script template to do this? Thanks SDP 9.1.1.2 MSSQL WinServer 2008
Configuration Migration from SDP Enterprise Edition to Professional Edition
Hi, I done a POC with the customer for Service Desk Plus Enterprise Edition. After the success of POC, we bought the Professional Edition License. Is it possible to use the same server or i need to install a fresh as professional edition and whether i need to reconfigure everything or i can migrate the configuration from enterprise edition to professional edition. Thanks, Ramesh
How could i remove the site 24/7 account linked to Self monitoring service for SDP
Hi, How could i remove the site 24/7 account linked to Self monitoring service for SDP to add another one? Regards.
Installing certificate not working
hello all, i'm trying to install SSL to our helpdesk web, and it fails with the below error My steps are hereunder: step 1: keytool -genkey -alias helpdesk.xxxxxxx.com -keyalg RSA -keysize 2048 -keystore sdp.keystore Password: xxyxyxyxyx *.xxxxxxx.com ( we use wildcard cert) step 2: keytool -certreq -alias helpdesk.xxxxxxxx.com -file keyshimy.csr -keystore sdp.keystore step 3: download th certs.zip from digicert site step 4: keytool -import -trustcacerts -alias root -file TrustedRoot.crt -keystore
Permission needed for the service account on AD
Dears I will begin the implementation very soon. But on the requirements sent to me from the vendor, they are requiring Domain admin account privilege for the service account. Is it correct?
Unable to scan assets with Windows 10 Anniversary Installed
Hello, Using the latest version of ServiceDesk Plus (9.2 Build 9227), we are unable to scan assets that have Windows 10 Anniversary Edition installed on them. All other Windows versions are working 7, and pre Anniversary Windows 10. Any insight would be appreciated. Thanks, -Darren
Integration with Non ME product
Dear Support team, Can i integrate HP Service Manager 9.4 with ManageEngine ServiceDesk Plus? If this possible please give me integration instructions.
Different acknowledgement rules for different customers?
Is is possible to have different acknowledgement rules based on the sender? Let's say I received an incident from my VIP customers, instead of sending them Your request has been open with this ticket ###. Let's say: We have received your request ## and we will treat it with high priority.
Bulk delete pending approvals
Is there a way to bulk remove a list of 200 pending approvals? Possible through a SQL query?
Scripting Query
Hi, I'm looking into how scripts can control the Resource Info and we've used the following so when an option is selected it run this - Which auto-Selects the Please Re-Open..." checkbox. $CS.setValue("RES_907_QUS_3001",["Please Re-Open the Attached Wrappers"]); 1) Can you set it so it cannot be changed ? 2) Can you hide other elements in the list ? Any help would be appreciated. A
Problem using chrome
Hey, I recently upgraded my google chrome to version 53.0.2785.116. When I search for an asset and want to view the depreciation details I can’t set the schedule to monthly. It keeps at annually when I click the monthly button. When I use Internet explorer or chrome version 51.0.2704.84 I have no problems. I also reset my browser settings without effect. Kind regards, Jordi van Oosterbosch
approval request before close
hi, is there any option to force technician to take approval form his manger before close the request, example: end user submit new request need new workstation ,after assign the request to technician and make survey for site and every thing ok ,should take approval form asset manger before close the request therefore need an option to select some services will not close until take approval from manger . thank you
IsEscaleted
Hi, I'm trying to understand what is this field.. what it means? I'm exporting / using it to ZohoReports. Thanks,
Update active direct information on Service Desk Plus
Hi Team, How to update the active directory user information without keep old records on service desk plus? Note: I keep seeing old records that don't exist on AD anymore. best regards. Eufrasio Miguel
Managing Mobile Assets in Service Desk Plus
I'm trying to get our Service Desk plus system setup so that Mobile phones can scan and feed information into the asset module. At present we are adding handsets in under the smart phone category but this is very much a manual process. I'm interested in which methods other people have used to get the assets to feed in automatically
due date time has not been set
dear all, We have problem that sometime, some requests has not have due time even through all criteria were matched with SLA setting. please see attached file for more detailed thank you ! Brgds, Tai
problem when changing a field in SDP
dear all, I updated SDP to latest version 9218 and got a error when try to change a field in some requests ( issue not happen on all request) that changing field does not take effect it continues blinking and using F12 to see log it said 401 error, only when I press F5 to refresh the page error gone and new changing take effect. can you check this issue. thank you ! Brgds, Tai
SD-63708
Hi guys, I find the SD-63708 in SDP-Known-Issues and the estimated date is Aug 31 2016. We have the same issue. Has the issue been fixed ? Thanks.
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