How can migrate from MYSQL to POSTGRES?
Dear Team, We are using the build 8.1 of service desk plus with MYSQL database. Today i downloaded the latest version of SDP 9.2 for trial purpose which is having only POSTGRES & MSSQL type of database. So if we plan to upgrade the SDP to 9.2 then what about database restore?? How is it possible. Regards Prashant Mangal
Mail forward option for the requester
Hi, A customer has a need to forward an email to other user from the same ticket, but I think it is not possible. What could be included in the future roadmap? Thanks and regards
Sites with associated requesters / Technicians
Hi, We have an issue with the number of sites that are imported from AD, some of them are typo's that should not exist. I am trying to cleanse them, however in order to get it to be permanently deleted and not re-imported every evening, I would need to know where the information is being pulled from. So is there a query that could be run to a) show me all the sites that i can easily export to excel and b) show me which account the site is being pulled from? Thanks Lynne
Noob question about adding products (and types)
Hello, I have a non-IT asset that I need to manage with SDP. It's a fuel system comprised of pumps, control boxes (with IPs), filters (consumables), FOBs, and management software. I'd like to enter as much info into SDP as possible, but I'm not quite sure the "proper" way to classify these things. I've added a product type called "fuel system", with subsequent components (pumps, filters, etc), but I'm having an issue with adding the key FOBs. The FOBs are purchased in a box of 10, which has a product
Assigning tasks
We have some templates that have up to 15 tasks associated. Based on various criteria the tasks are handled by different . Anybody know of a way to "grab" 7 or 8 tasks and assign them to one person? .. Now you need to click on the tasks, drop down the tech list, select the tech and then apply .. I can select and close or delete all the tasks at once .. but assigning to a person has to be done one at a time
Network share in file attachment path
Hi, I try to use a network path in file attachment path, but always get errormessage "sdp.settings.filePathExists.error.msg". Tried with "\\serverip\share" and "X:\folder". I can access both these ways from Windows. Trying on ServiceDesk Plus 9.2 build 9202. Any idea what's wrong?
Importing MS Project files
We recently upgraded to Build 9200 then to 9203 nd 9204. While I welcome the improvements and the many bug fixes included in this upgrade, I have 1 disappointment: importing MS Project files. I downloaded nad inmported the sample MS Project file on the Import projects from MS Projects page and successfully imported that project file. But when I tried to import a MS Project 2013 Standard project file, it fails with this error: Only MPP files can be imported. The file I tried to import has the MPP
Create a Request by executing a script in Custom Triggers
Hello Is it possible to create a new request by executing a script in Custom Triggers? I'd like to create another request if the user chooses a specific value in an additional pickup field. Regards, Markus
Backslash being removed from Request notes (SD+ version 9.2 build 9204)
Our company has recently upgraded to version 9.2 9204 and we have found that backslash characters (\) are removed from the Request Notes when they are edited. To replicate: - Add a Note to a Request (e.g. C:\Temp\testfile.txt) - Click "Edit Notes". The backslash character will have been removed. Is there a fix available for this issue?
Emailed Request - Assigning a group based on users site
We are fairly new to this and one of our sister sites has been using the software for over a year now. here is what I am trying to do: Currnelty there is on email address the is site specific to our sister company, we are trying to come up with a generic email that users and add requests with though. The current Automated Business rule looks at the specific email address being sent in to assign a default group. I am trying to create a default business rule that would assign a group based on the
restrict delete tasks
how can i restrict that the thecnician delete task when the task in not linked to a request, i already restrict that in the role but did not work in the task section. Below is the section that you all can delete the task
How can we add field in multiple templates at a time?
Hi, 9.0 SDP 9048 PGSQL We have more than 500 templates. our customer placed a requirement that a new field named "Actual Request Time (Date & time filed)" need to be incorporated in all 500 templates. is there any way (Using query or other way) to add this field in 500 templates at a time? as you know, it is very time consuming and hassle to add this field manually. Mohammad Golam Rabbany Proud Customer of MESDP
Blank Login Page when upgrading to 9200
Hi I have just gone through the upgrade cycles to upgrade 9114 to the latest 9206, when i upgraded to 9200, i am either getting a blank login page or unable to connect to the server when i browse to my servicedesk page I saw an issue resolved in 9206 is the blank login page issue, so i upgraded to this hoping this will resolve but it hasn't Can someone help me please?
SDP Security Question?
Hi SDP Support, We are a potential customer for SDP Software. Could you please help to answer the question as they are concern for our security team? Session Management 1. Is the session token tied in some ways to a specific HTTP client instance (individual session ID/Cookie and IP address) in order to prevent an attack in a form of session hijacking, replay attacks or automated script attack? 2. Can SDP generate the new session after successful login or any re-authentication?
Enhance Purchase system
It would be good for ServiceDeskPlus if the Purchase order system could be better enhanced. I know this is a rather new feature however some improvements would make it more user friendly and better: 1) Allow non technicians to raise purchase orders, not just purchase requests. 2) Allow a finance department to update all purchase orders IE add invoice status and mark as paid etc. 3) Link Purchase Ordered to site / user / group who raised the order, this will mean that purchase orders raised by 1 group
ServiceDesk in DMZ
Hello, Our current installation of ServiceDesk plus is reachable only from inside the network and over VPN. We are considering moving ServiceDesk server to DMZ to allow our company users and technicians access it without need to of VPN while they are working remote. Alternatively we could leave the server on the LAN side and open ports in the firewall to the server. What are some best practice would you recommend for these scenarios? Is there a list of ports? Any security measures should be
Set Value of "DUEBYDATE" not working...
Hi. We are not using the SLAs. Instead, we created a field called "Requested Completion Date" so that our users can put in a date as to when they want something done. However, in order to get the "overdue" notices, we have to have the DueBy date filled in. I am trying to run an onSubmit event to update the DueByDate with the value from the "Requested Completion Date" (aka "WorkOrder_Fields_UDF_DATE1") This is what I've tried, but the field is not updating. var x=$CS.getValue("WorkOrder_Fields_UDF_DATE1");
Managing Standard Builds as an Asset
I've got a menu of workstations and laptops that I'm offering to users through the service catalog. These end up being a checkboxes (Standard Laptop; Executive Laptop; Standard Workstation; Executive Workstation; IT Workstation, etc). My question is in how this would move from a service request to a purchase request. Our quote looks like a bunch of products. 1) Would you create one product representing the selection of products (ie., the Product name is "Standard company build") OR 2) Would you
Scanned Software
I am new to the Asset management features in SDP. I am in the process of setting up the workstations with the Asset Explorer. I had to delete a workstation(twice) and noticed that it doesn't clean up the scanned software from the deleted workstation. In this example for Windows 7 it says I have 2 installed When I click on the Windows 7 to show the installations there are no PC's Listed Should it clean up the scanned software when you delete a workstation or do I have to do something to clean it
Upgrade in Production failed 9120 to 9200
Need immediate assistance - I opened a ticket but can't reach support and this is a production system attempted an upgrade from 9120 to 9200 and the upgrade failed. This is a MSSQL environment where the db is hosted on a database server; The servicedesk backup routine when it starts the upgrade did not complete - the folder in the backups is empty. The log file updatemgrlog0.txt seems to indicate that it was aborting the upgrade but I can no longer get the services to start. I have tried rebooting.
Response time on Requests
Has anyone developed a method to measure response time on requests? I have a number of "request" based templates that I need to measure "response" time on. Since the SLA's on requests really only manage Resolution has anyone developed a method to do this? Side Note: One of the annoying aspects of ServiceDesk are the feature differences between incident and request based templates. While I understand the ITIL based separation/justification for this, the trade-offs I have to make between the two template
Expand Description Area
It would be great if the Description area of a Task would be larger or have an option to double-click to open an expanded area. Thanks!
ServiceDesk Plus 9203 Released
Dear Users, SDP 9203 has been released and can be downloaded from the URL below,
https://www.manageengine.com/products/service-desk/service-packs.html
New features in 9203
SDF-60978 : Option to customize the home page of self service portal has been added under "Admin -> Self Service Portal Settings". This includes re-arranging, restoring, adding, deleting, re-sizing and hiding the widgets SDF-61707 : Rest API support for 'Solutions' module SDF-59958 : Option to import Microsoft Projects SDF-60681
ServiceDesk database and log size
Is it normal for the SQL log file to be extremely larger then the database? I'm thinking no but when I try to shrink the log file it only drops off a couple hundred mb. Here are our current ServiceDesk build number, SQL database and log file sizes. ServiceDesk build- 9204 Database- 67.06mb Log file- 4,295.13mb (4.19gb) Reason why I ask is where seeing performance issues with ServiceDesk and are trying to isolate the issue. Thank you for any assistance or input anyone may have. MMNS Support Team
Task Owner Dynamic Selection - Assigned Request Technician
It would be nice to be able to have a dynamic option during task creation that will automatically assign a task to the technician that is assigned to the request ticket. Currently, my technicians have to assign themselves to the tasks each time they pick up a request. I can't set a static technician because the requests go into a queue of 5 technicians, for which each of them have the capability of completing the tasks associated to the requests.
Personal announcements for one/several groups of technicians (not for all)
Good day. Please, tell, how I can create one announcement for some groups of technician. And another announcement for another group of technicians. Anton. Thank you for SDP!
Managing multiple Projects
We are starting to use the Projects module and as a first step we created a whole bunch of projects (100+). After we entered all the information, we realized that some of the projects are really sub-projects. I would like to know if the projects can be moved to become sub-projects? or is there any way to manipulate a Project once its created. Thanks Sal
Servicedesk MultiTech Proxy Server
Does any MultiTech Proxy Server in Servicedesk. Because my testing server be scanned a vulnerability. This is the vulnerability detail. The remote MultiTech Proxy Server has no password set for the 'supervisor' account. An attacker may log in the remote host and reconfigure it easily. Could you help me ? How can I setting this supervisor account or disable it. My servicedesk desk version is "7.5.0 Build 7513".
technician reply never includes signature
Hi everyone, Perhaps it's just our configuration, but when we reply to requesters, SDP never includes our signature. The only time the signature comes into play is when we hit "email technician". It's useful there but more often we reply to a requester and forget to tell them who we are. Is this design or is something messed up with our environment?
Scheduled Report - To Write To A File
Is there a way to use the "Scheduled Reports" in SD+ to write the report file to a network location as opposed to sending it as an email attachment? Thanks, Ken
links to changes in Ticket view
Seeing that New UI for Request list view and details page is in Design My team is asking to be able to see links to change ID requests in the request view. (Problems too if possible) Currently you can select project ID but not Problem ID nor Change ID from the Columns selection.
Announcements only for selected techicians.
Hello. Thank you for the SDP! Question: How I can publish announs. only for selected group(s) of technicians? Anton.
Problem with Agent_ID and cloned images
I am experiencing issues with computers being renamed as computer_old. The error log states computer1.domain.local has been renamed as computer1.domain.local_old. Reason:This could have happened if the names of the machines computer1.domain.local and computer2.domain.local were swapped in the network. This was identified while scanning the machine with name as computer1.domain.local in the network which had the same agent id - MASTERIMAGE_1454944823541. I assume this is because computer1 and computer2
ServiceDesk -Incident adicional fields selection list loses various items after upgrade to 9111
Hi, after upgarde to this version we are with a big trouble with adicional fields, in this case is a field determinant to operations and we have "losed" a good number of itens on this field, we don't know if is some thing related with a new limitation or charaters or some else. Regards
Reporting on Reports
Hi, We've using 9120/MS SQL and I was wondering if you can do the following with the Reports : 1) Run a report to show when\who last ran the report (Default and/or ones we have created) 2) Hide specific reports so the landscape is smaller (It's quite crowded) 3) Remove specific default reports Any help or advice would be appreciated. Andrew
Active Directory - Custom attributes
I have a custom field (custom attribute - string value) in Active Directory. Is it possible to get this value automatically from AD and assign it to the Employee ID for each Requester?
Error in SLA time Calculation
Hi, Operation time set on 24*7 and SLA time is 6 hours. ideally if ticket holds after 4 hours of created time. remaining 2 hours should be added if the ticket being again open after the holding time. Everything looks good in my first attachment but if you see the second one, some mismatch found. in my second attachment, 5 hours and 12 min should be added in existing dueby time to set new dueby time as ticket being hold after 48 min. but in this cases, new dueby time set exactly on new opening time
SLA's not applying to requests
Hello, I recently set up some SLA's and applied rules to them (When a priority is set on a request then the appropriate SLA is activated), However when the request is made there is nothing displayed in the Due By column from a Technicians perspective and when I click into the request the SLA is listed as "-". Does anyone know what the cause of this may be? Happy to supply pictures of what I have set up if this will help solve why my SLAs are not activating. Many Thanks, Ryan Parker
Reply's and Conversations - Questions
Hello, We have two issues: 1. We want to permanently enable requester to view conversations without clicking the "LOCK" icon every-time 2.We cant understand exactly how this REPLY icons work, it's "RED" if awaiting reply and "GREEN" if answered?, can their actions be modified? if so please suggest how. we would like to RED icon only in case if there is a REPLY.
Edit vendor at Contract form
Hi Is it possible to enable edit vendor details by user while contract form is creating? I do not need to add existing or new vendor.
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