Zoho reports (Advanced analytics option in Service Desk Plus)
Good morning, I'm trying to reconfirgure the zoho account in Advanced analytics option in Service Desk but I'm not able to do so... The option is in grey color. I need to change the account configured, could you please assist me? Thanks in advance
Task closure - Field and Form Rules
Hi, Is there a way to use a field and form rule with a task rather than a request? When you create an request template you have the option to apply rules, but I can't see an equivalent within a task template? The reason behind this, in case there is another way, is to make it so only a specific user can shut down a certain type of task. So if the task was 'Send paperwork to person x', then only person x would be able to close the task. Thanks, Your Version : 9.1 Build 9112
Default Template for service requests
While there is a default template for incidents, how can I create a default template for service requests? Can I make a button that points to a service request template and add it to the service catalog screen?
Notify Change Owner when a Task is marked as completed
How can I generate some sort of change notification to the Change Owner / Change Manager for when a task is marked as complete in the Implementation phase. Ideally the Change Owner would get notified when each task is complete in the implementation phase and also a separate notification when all tasks are complete in the implementation phase.
Restoredata never finishes
I have done what appears to be a successful restore from one server to another but the restoredata does not terminate or put a message out whether the restore was successful. Is this expected behaviour? The system works fine when I start it up and everything seems to be restored. Version is 9212 going from Windows 2003 mysql to Windows 2012 postgres Nick
Service Desk won't start - same issue in 2007 as today in 2016
Hi Team, I have just had the same issue, after upgrading SD+, that someone else had way back in 2007 and the fix is the same: Delete the Extracted folder from the [ServiceDesk-Home]\applications folder. This also happened about two years ago. Surely the upgrade process could fix/clean-up this itself to stop this happening, this is after all 2016, nine years after the same problem was happening!!! Cheers...Ian
Integration and Notification from SDP to Opmanager and Other 3rd Party Softwares.
Dear Team, My requirement is to link SDP with Opmanager ManageEngine and with other 3rd party software's. I am able to achieve that for OPMANAGER and SDP. My question is 1. How can I link SDP to other 3rd Party softwares? Moreover I would like to create and satisfy a rule/scenario where 2. If I am acknowledging/Clearing/Closing or changing the status of the alarm/Request in SDP which in turn should update automatically in Opmanger Mange Engine and other 3rd party linked Softwares.Is this scenario
Category permissions
Feature Request: We'd like to be able to assign further technician permissions to specific Categories - Sub-Categories. For example -- Currently the HR department members are configured for generic Technician accounts and are a part of the HR Support Group. As well they are categorizing requests under a HR Category etc.. This group contain the full scope of personal within HR -- admin assistants, HR Reps, Managers, Director, etc... --- who are all privy to certain employee data (This is also true
Available list of technicians to select for various change roles
We are trying to understand why only some of our technicians are able to be selected for a given change role on some changes. Example we want to select a technician as a Change Implementer, but when the list of technicians comes up only some of the technicians are listed. What is determining which list of technicians are available to be selected for roles like Implementer?
decommissioning of support GROUP - can't hide on drop down lists
There is no feature to decommission the support Group meaning that once it was created it remain visible all the time. We understand that the group cannot be deleted when there was any ticket closed in this group, but there should be an option to deactivate \ hide no longer required Group. The deactivated group should not appear on the drop down lists e.g. when creating new ticket.
Outlook conversation functionality doesn't work with tickets
Hi all, All our tickets from service desk have one subject per ticket (##$RequestId## $Title). We made this to have ability to see it grouped in conversations in Outlook. But. Microsoft has changed "Conversation" functionality in Outlook. Now emails are grouping to conversations only using Conversation ID (wich is not filled by ServiceDesk Plus), but not using subject field (as it was in earlier office releases). Does anyone have a solution to this issue? Is there a way to make all same-subject emails
Send a notification email to a user different than the requester
Hello! Hope you are all doing well. When creating a certain service request, I need an email notification to be sent to a specific email whereby this email's receiver is different than the original requester: A person X adds a service request. He gets an email notification that his request has been registered. Another email notification of this request is automatically sent to another person Y (X's superior for example). Is this scenario achievable? If yes, kindly guide as to how I can do it. Thank
Custom Actions
Hi All, I want to create some custom triggers for ServiceDesk, but I have no idea where to start. I know were to set them up, and I understand that part. However I do not know what format the script should be. I am no java dev so I am not sure if I should create a .vbs script which I then call from the .bat file or write the action in the .bat file. I am also not sure what "language" I should use. Do I use the standard API to perform the desired actions or is there another format for the
add request sample using java
Are there any sample java code to add requests in ServiceDesk plus application
Change / Request / Problem Categorization
Hi, How we can have separate categorization for different modules? We need to configure the category / subcategory / item for incidents separately than service requests, change and problem. Regards,
Reply box formatting problems
In a request when I click Reply, I have my signature formatted for the bottom of the reply. We also use a template. When using the backspace key to remove extra spaces (I do not know why these are here in the first place) it actually ADDS lines to the text box! I have to mess around with different selections and combinations of Backspace and Delete before I can get the reply properly formatted. Also I have selected Verdana as my font for my signature but in Outlook it is still coming through as Times
Important Note at the top of reports
Hello, This started appearing at the top of reports recently - IMPORTANT NOTE : The upper limit will be applied as 5000 for request module based queries, having selected columns description/resolution and 50000 for other queries. Please can you tell me what it means? Thanks Bruce
report by group
Hi, please provide query to create report for all technician under specific group Example: I need report all technicians under "CIMS" group with details group name / technician /email address thank you
Request module limits message after update 9207
After installing the update 9207 in each message of scheduled reports added "IMPORTANT NOTE : The upper limit will be applied as 5000 for request module based queries, having selected columns description/resolution and 50000 for other queries."
Manageengine ServiceDesk Helpdesk
Dear Team, Helpdesk ServiceDesk stopped responding, the Server is UP and ManageEngine Service is running. but webpage is not displaying. What should I do?
Auto set "requester details" field with technician information
We have a large number of technicians who enter in requests which they themselves are tasked with completing. Then we also have technicians who need to specify that a request is being created on behalf of a user. For us it would be beneficial if instead of providing a blank "Requester Details" area as seen below: We would prefer to have the "Requester Details" area automatically populated with the "Technician Details" of the technician who was creating or inputting the request or incident into the
SDP RoadMap: In Design - New UI for Request list view and details page
Hi All In Design New UI for Request list view and details page(c) https://www.manageengine.com/products/service-desk/help/adminguide/roadmap.html It means new UI like UI of Cloud SDP ??? http://odarchuk.com
Migration to new server - restoredata
I am trying to migrate to a new server and understand this should be possible by using restoredata However the backup now comes in 2 parts and I do not know which file, part1 or part2 to use, or do I need to do both? It also asks if this is a production build, what effect does answering yes or no have? Also this is now a restore of a mysql backup to a postgres database, will this work? Nick
Project Templates
I'd like to be able to define project templates when you define a project type. In this template you would define the standard tasks and milestones that would be associated with that project type. That way, when you create a new project, those tasks and milestones would be automatically created under the project. That way, project managers would not have to create all those tasks and milestones manually. They can create new tasks or milestones that are unique to the project and, since the standard
Support Groups
How I can remove support groups from a site? Also I try to delete support groups but I can't. I check for request, changes and task related in which the support group is in but when I try to delete ServiceDesk display a message saying: it cannot be deleted.
change name of site
hi all. we have some problem: for example we have 2 site - test1 and test2. yesterday test1 was deleted, all associasion move to test2. new tickets created with test2. but, all old tickets still have in field "site" test1 and test2. how we can fix it automatically? thanks for your help. sd - 9003, database sql, if this information will be usefull.
Unreceiving an Item or Editing a Closed PO
Hello, Is there a way to unreceive, delete, or edit an item from a PO after it is closed? For Example: I purchased a few items. Created PO. Received the items and close the PO. Days later I realize the items I purchased was a mistake and now I need to return the item. Is there a way to go back to the closed PO and remove that item?
Where is "expand all" link?
Hi , Our client just asked where is the 'expand all' link in version 7 as it used to be in version 6. I checked the admin guide of V7 and it appears this function should be there. Can you add this to the next hot-fix? thanks. Meg93zhen
Approval notification \ Additional notification to another specialist
You can add an additional notification to another specialist when the request had been agreed? Add the *Additional notifications in the "Submit for Approval" window (notify the following specialists on the results of the approval). Thanks.
What about SDP known issues?
Hi guys, What about these two known issues? Do you have the planning of the next package? Thanks.
Is it possible to change template used in a service request??
It doesn't seem possible in the application to edit a Service Request created by a template and apply a different template. (wrong template applied in the first place). Is there a DB query that can accomplish this? I want to get rid of some obsolete templates but I can't since they are being used. (marked for no further usage now). If I could get the request id's that are using the obsolete templates, (which I have a query for already), then I would like to apply the newer template to the request.
Adminsitration Report - for Categories, Subcategories and items
Hi, There doesn't seem to be a lot of pre-built reports for the lookups used in SDP. I am after a report that details the Categories, Subcategories and items we have created, this is not to be linked with any requests or technicians as we are doing some housekeeping on the lookups and trying to see if we have inadvertently created some duplicate items in different Categories or Subcategories. I cannot find any information on the table used within SDP so am having difficulty in writing any SQL statement
Migrate SDP 9121 on a new server with different OS version
Hi, we are currently running SDP v9121 on an old server Debian 6. We would like to migrate the existing data /SDP on to a new server (Debian 8). Can please advise the best practise for this? Cheers, Per
New to the SDP family
We recently purchased SDP Enterprise on premise and are looking forward to using the platform. I was reviewing the roadmap document: https://www.manageengine.com/products/service-desk/help/adminguide/roadmap.html Do these enhancements pertain to both the on premise and SAAS versions? I look forward to collaborating with the community. Best Regards, Jamie Jenkins Vice President – Information Technology Ascend Federal Credit Union 931.454.1312 – direct 931.581.4403 – mobile www.ascendfcu.org https://www.linkedin.com/in/jmejenkins
How would I put a label or description in either resources or service catalog?
I'd like to create a training sign-off as part of a account-upgrade request. However, to do that, I need to put in language that says "I agree that I've signed off on x, y, x." It's a long bit of text, where/how can I place this text (probably a page) on the form? -Adam
Update request button not working
If I click the edit button at the top of a request, and then edit the request, when I click on the "Update Request" button, it depresses, but nothing happens. No sign that anything is being saved, but no error request either. If I use the Request Details Edit button further down the page in the main request view. Editing works fine. But it's more intuitive to be able to use the other button successfully. Any ideas what might cause this? Edit: We are also having a problem when technicians try to create
SDP ondemond vs onpremisse
Difference Between resources SDP ondemond vs onpremisse
Task not visible if only default incident template is enabled.
Task not visible in ticket if only default incident template is enabled. SDP Ver. 9200 DB : MySQL OS : CentOS 6.7 - Regards, Pramod
Failover feature
Hello, In SDP documentation I've found that SeviceDesk Plus supports FO configuration, but it's unclear why we can use Microsoft Failover Cluster. Is there any cons/pros, what is the best approach? The idea is to put MS SQL and SDP App on two node cluster - 4 VMs in total
Service Catalog templates disappear from Admin view
I've created or modified several templates for the Service Catalog and I'm no longer able to see them (they are completely gone, not just grayed out) to modify them. I am not associated to any support groups, so it's not anything to do with permissions...but I'm also an administrator, so I should have access to ALL the templates. This is posting a very big issue as I need to make some adjustments to approval chains and can't view them. I've reported the issue and am told this is a known issue.
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