Asset Description - Truncates t0 250 chars without warning
Running MESDP 11.1 Build 11141 Editing a Description of an Asset seems to be limited to 250 chars. But the system doesn't give any warning about this in any way when editing/saving. I just lost a good chunk of notes on an Asset due to this. (i.e., I
SR linked with CR
Hi Team, We need to generate a report on SR linked with Cr
[Term of the Day]:Digital Detox
Term of the Day “Digital Detox” Definition — What is Digital Detox? The term Digital Detox refers to a modern concept. The word ‘Digital’ has many origins and meanings, in 1945 the word ‘Digital’ came to refer to computers. The word ‘Detox’ is a
IMAPS connectivity to MSO365 Mailbox
We are not able to get our on premise app to authenticate with MSO365 for Incoming mail. We are using IMAPs, and have set it up as recommended (see attachments for setup and MSO365 connectivity test), but still cannot get a Fetch to work.
$AllTechnician Variable in Change View Breaks Planning Fields - v11140
Hello! Ever since upgrading from v11133 to v11140, we've been having an issue where if the $AllTechnician variable is present in a Change in the "Change View" field on the Submission tab, then the Planning tab no longer saves input. You can type in the
Issue update to 10515 to 11000
Hi Following the migration sequence in https://www.manageengine.com/products/service-desk/on-premises/migration-sequence.html, I want update from 10515 to 11000 and follow to 11202. Download the 11000 ppm file an get error: Record not found Please re-try
Work Log Required
Hi everyone, is it possible to insert an automatism that allows the system to ask the technician to enter the worklog before the ticket is closed?
Report for Operations made by Technician
Hi! We are facing an issue where a technician assigned requests to another technician and now they can't find the requests anywhere - even after extensible search we were not able to provide help. So now my idea was to generate a report on operations
Running Python Script fails on file_Path
Hi, trying to use my first Python script for ServiceDeskPlus I keep running into an error that drives me crazy. The script has been downloaded here (Script to send reminder emails to requester when there is no response from them for more than a specified
[Term of the Day]: Digital Divide
Term of the Day "Digital Divide" What is Digital Divide? Digital divide, also known as the digital split is a term that refers to a distinction of people who do and do not have access to information and communication technologies (ICTs). With digitization,
Upgrade from 9402 to 10000
I am trying to upgrade service desk plus from 9402 to 11202. So I am trying to update it first to 10000 but it is not upgrading. It just give a message that uninstallation is complete and close button (in attachment). Log files are in attachment. File
[SOLVED]DMZ
Hi, weird think. We want to enable teachers from our schools to submit requests to our Servicedesk. So we setup servicedesk as subdomain:8080 within our DMZ. The Frontend is accessible and login possible for teachers. They can submit request etc. Seems
Top Assets based on Incident request
Hello, Is it possible to run a query to get assets lists by number of tickets opened?
Custom script resolve request
Hello, I'm need to resolve request via custom trigger script, how can I do it? The documentation become vague and confusing at the point of constructing result json: there are OPERATIONNAME, OPERATION_NAME, EDIT_REQUEST, UPDATE_REQUEST, some sample script
Setting Due Date automatically on Service Catalog.
We have set up new hire request Service Catalog forms for our users. Part of the form requires the user to enter the start date of the user. We do this through a custom date field in the Service Catalog form. Is there a way to either present the requester with the Due Date field, or set ServiceDesk to copy the value from the custom field into the Due Date field? I saw a similar article with someone trying to do this, but it looks like he was setting the site value instead. Thank you. Dave
Trigger flow or new service request based on custom field value [Employment End date]
Hi Team, We are creating a user onboarding form on SE+ where we have a field for an employment end date for contractors. [Background: as per a new policy, any contractor / 3rd party access needs to be time bound, meaning with a start and end date] I would
Masterclass 2021 - Episode 3: Build Efficient Change Workflows Using ServiceDesk Plus (29th April)
In the third episode of the ServiceDesk Plus Masterclass 2021, we will discuss how the new visual workflow builder helps you create effective and efficient Change Workflows using ServiceDesk Plus. We will also discuss how you can tweak different aspects
How to set first call resolution for a request in ServiceDesk Plus?
First Call Resolution (FCR) is a powerful and valuable metric which serves as a Key Performance Indicator for the operational performance of a technician and customers' satisfaction. FCR helps the administrator to comprehend if the customer's problem or inquiry has been resolved by the technician on the first call. A technician can mark FCR for a request only when the administrator provides edit permission to a technician for resolving, closing a request and to edit a closed request. Here's a short
SDP 11202 critical issue
Hello! Just to let you know... On SDP build 11202 there is no possibility to edit/save ANY asset. It just throws error Unknow error occured. Clearing out any asset fields or attributes not helping. On SDP build 11201 everything seems good. Assets are
Multi Select does show in Service Catalog
Dear Support, We are not able to find Multi Select additional field in the Service Catalog Template as it shows in the incidence Template. PFA
Why instance owner can't change production to pre-production
Hi, I created a new instance and change to production status for test, now I want to change instance status to pre-production. Already I can not. In this situation I don't want to show this instance to users. What should I do? Build No: 11.1.35 DB: MS
Disable or bypass SAML without signing in
Our ADFS server has automatically renewed and replaced its ADFS Signing certificate, and this has broken our ability to sign in to ServiceDesk Plus. Is there a way without signing in to either disable SAML or to temporarily bypass it for one sign in?
[Term of the Day]:Poof of Concept
Term of the Day “Poof of Concept” Definition — What is PoC? The term Proof of Concept (PoC) sometimes referred to as Proof of Principle. It is the best possible way to start your ideas when you just have a wish list or an initial vision. In general,
How I can work with Additional Fields, type pick list in scenario in template rules
Hi! In Incident Templates on the tab rules fields and forms I can use scenario. I have Additional Fields in incident, type pick list. How I can work with it? Example: Additional Field: listOfMyThing=["one","two","tree"] API name udf_pick_35 Column
Copy/paste images doesn't work on Chrome
Dear all, Copy/paste images doesn't work on Chrome. On IE, there was a pop-up the first time I tried to paste an image. I accepted it and it's working. On Chrome I don't recall such a pop-up and it's not working. How can I solve this? Regards, Afonso Sá
Performance issues with different functionalities
Version: 11.1.0 Build 11130 We are experiencing performance issues with different parts of the application. Users are unable to submit some Service Request Templates, while other templates function normally. The Service Requests that are not submitting
Role to asset acess
Hi, We have several technicians, each with a small warehouse of equipment - we want them to have access only to their own assets in Amin-->Roles I Create a role, but isn't "Assets" on this option "All in group & Assigned to Technician [Requests, Problems
[Term of the Day]: Hybrid Encryption
Term of the Day "Hybrid Encryption" What is Hybrid Encryption? Hybrid encryption is a method of encryption that incorporates both asymmetric and symmetric encryption to take the best from both of these methods to achieve enhanced security. Both symmetric
Send e-mail notification to technicians when "Unknown Request" created
Hi, I would like to get email notification when "Unknown Request" created. When an unknown user send a message to the service desk email address the system create a request but im not notified about and the request shown in the "Unknown Request" only.
[SDF-30504] Ability to select more than 1 attachment
When sending a reply, or attaching documentation (files) to requests, changes, replies, forwards, etc. we are limited to selecting 1 file at a time. This is can be time consuming because you have to go back and drill into the location to select multiple files separately. Technicians are resorting to using their own email with all files attached, having the helpdesk as a CC: so the correspondence is recorded. But this doesn't help if you want to see it in changes, or as an additional attachment to
UnicodeEncodeError can't encode u2019
I'm using a custom trigger to send an email notification when a request is assigned to a specific group. The trigger works some of the time, but if the request description contains an apostrophe, then I encounter this error: Traceback (most recent call last): File "sendemail.py", line 93, in <module> q=sendMailAndGetResponse(configuration,message) File "sendemail.py", line 50, in sendMailAndGetResponse smtpObj.sendmail(fromAdd, toAddList, message) File "D:\python\lib\smtplib.py", line 855, in sendmail
Set up business rules criteria
Hello Can someone please assist me or help me on how to set up business rules Scenario ( Upon creation ) Requester will create a request under category "Computer" Actions: This will be assign to group 1 ( Editing the request ) Assigned technician will
Restart Servicedesk via Deluge
Hi, Is pooisble Restart Servicedesk via Deluge?
Change Management - history of status changes made on a change request
SELECT chdt.changeid "Change ID", chdt.title "Title", orgaaa.first_name "Requested by", ownaaa.first_name "Technician", Longtodate(chdt.createdtime)
Permissions
Until now the role based permission structure has met my organizations needs; however, recently I have been challenged with Non-IT groups who want to also use ServiceDesk. One group wants to limit access to tickets owned by their group. There is no elegant way for me to accomplish that without limiting all the other groups permissions to see only their own groups. If they need to see another groups tickets I would need to also add them to that support group. This is problematic because I want the
[Term of the Day]:Minimum Viable Product
Term of the Day “Minimum Viable Product” Definition — What is MVP? MVP is an abbreviation for ‘Minimum Viable Product’. It is the launchable version of a product that contains enough basic features to function and satisfy early adopters in the market.
inlineimages
I have a strange one. We just noticed that any ticket that has an image in it's resolution, won't save the image in the resolution area once the next ticket is created. The images are stuck in the C:\ManageEngine\ServiceDesk\webapps\ROOT\inline\WorkOrder
Query needed for projects with no dates
I need to build a report that will provide this detail shown below. I tried to build a custom report (tabular) but the custom report date filter does not allow enter a blank for dates. I am specifically looking for projects created that do not have Project
Excluding IP from a netwrok scan
Is there anyway to exclude a specific IP address from a network scan for instance. if you where to scan 192.168.1.1 - 192.168.1.254 is there anyway to exclude say 192.168.1.22 without having to define two network scans and split them up at 22.
What query parameters in AssetExplorer would pull hardware information (e.g. monitor, mouse, etc.) as well as licensed software (e.g. Foxit PhantomPDF, QuickBooks, etc.)?
The default reports in AssetExplorer don't seem to pull the hardware information we need for insurance purposes (e.g. mice, monitors, etc.) and I'd like to include licensed software for auditing purposes, so I believe I'm forced to create a custom query
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