Can we make a custom query report filtering by moved requests?
We have multiple instances and we tend to move requests from instance A to instance B. We would like, within instance B, to make a report of all the requests that have been moved from A but I can't seem to find a filter option for such need. I saw that
[ForYourInformation -26] Refine request details page
Hello folks, With build 11005, we released an enhancement that allows you to customize the request details page layout. With this enhancement, we can do any customization that you can possibly think of. It provides the ability to reorganize the rows as desired. Flexibility to rearrange the sections, You can add or remove and organize properties and sections from the right panel.
Export requests with all Conversations
I need to export a request with all the data within the request id which much include all the conversation history, i have looked through custom reports and analytics plus but i cant find the table/ field where i can grab this from, please could someone advise urgently please? Thanks
ServiceDesk Plus 11138 Released !
Dear Users, We are glad to announce the release of latest servicepack 11138 for ServiceDesk Plus. This servicepack includes 20+ new features and behaviour changes. Take a quick tour of our new features. Check out our Readme for more and download the servicepack
Bypassing SLA when using technician scheduler?
Hello, I am using the technician scheduler for PTO days and assigning a backup technician for that day. I noticed that a week prior to that techs scheduled PTO, they were not receiving ticket assignments that had an SLA due on that PTO day. Is there
[Term of the Day]: Compiler
Term of the Day "Compiler" Definition — What is Compiler? A complier is a software program that converts high level programming code written by a programmer into machine language code (binary code). Imagine you are on a vacation to a beautiful country
[What's Cooking] Upcoming New Features and Enhancements in ServiceDesk Plus
Dear Users, We are happy to inform you all that the following features are queued for release with one of the upcoming service packs. ZIA Reopen [ Admin tab >> Zia >> Zia Configurations ] ESM at Advanced Analytics [ Admin tab >> Integrations >> Advanced
Tickets on Weekends
Hi, How can i create a report that shows me incidents and service request created on a weekend. Dave
Account Lockout notifications - assign ticket requester to locked out user?
We have a system that sends notifications to ServiceDesk when a user is locked out of Active Directory, but it is always from the generic service User (accountlockouts@domain.com for example). The contents of the ticket include the username of the locked
add "more field" button
Hi, Is it possible to add "more filed" button? Scenario: I would like to Add two security fields: "Access to" and "Port Number" under every Servers in Asset. for Example: Access to: 192.168.1.1 / Port Number: 443 Access to: 192.168.2.1 / Port Number:
Bitlocker Reporting in ServiceDesk Plus
Hi, I'm hoping someone can answer this question. My company uses a multitude of ManageEngine products and they serve us well. We just acquired a new company who uses ServiceDesk Plus. I am trying to determine if SDP can report on whether a machine has
Inform requester about stage of Purchase Order
Hi, is there any way to automatically update an assigned service request about the stage of the purchase order? Especially to inform the requester about the executed order. Thanks in advance and best regards.
Assign Service Request to Group after approval
Requirement is to have a service request assigned to a Support Group after the request is approved. Service template is configured with a workflow approver. Custom function is written to change the group field Custom trigger is written to execute the
Asking Guide to Create the Email Alert for Overdue Ticket
Dear Support Team, Good morning and greetings from Tangerang, Banten, Indonesia I am Millah, one of the new employee at my company. My company is using manage engine service desk as IT help desk. Please let me know the latest manual handbook and please
[Term of the Day]: Domain Name
Term of the Day “Domain Name” Definition — What is a Domain Name? A Domain name is the web address that people type into the URL browser box to access your website. In the simplest of definitions, a domain name is your website’s address on the internet. Each
Locked out without admin local user
Hello I have changed the setting from LDAP Auth from SSO Auth, but now i am locked out from the system. I have the version 11.1.0 of Service Desk Plus and i have MYSQL database. I don't have any local administrator user and I think the only solution
Discontinuation of Agent-based Remote Control
Dear users, This post is to inform our customers of ServiceDesk Plus and AssetExplorer that the Remote control option using AE Agent would be discontinued in one of the upcoming service packs due to vulnerability issues. No Support for Java Applet: Java applet is one of the important components required for agent remote control. Since this is not supported by most browsers, we have decided to discontinue the agent remote control. Available options for Remote: We will still support remote control
Query To Report Percentage of Requests That Have Breached SLA
Hello There I am after a report that shows total number of requests, number of requests that have breached SLA and the percentage of requests that have breached SLA. I found this URL in a search https://forums.manageengine.com/topic/report-for-tickets-created-completed-sla-violation-percentage-in-this-month-grouped-by-technician-group-and-priority
Custom schedule cannot find report generated location
As stated in subject, custom schedule looking for generated report in different location
how to run ServiceDesk Plus as a Linux Service in ubuntu server 14.04
please help as cannot start the service desk as linux service. already follow below instruction, but failed. Follow the steps given below to run ServiceDesk Plus as a start up service. Step1: Download the servicedesk.txt file click here Step2: Copy the servicedesk.txt file to /etc/init.d/ # cp servicedesk.txt /etc/init.d/servicedesk Step 3: Edit the servicedesk file to modify the MDIR Variable. MDIR refers to /bin. Typically, if you have installed ServiceDesk Plus as a guest user, then MDIR
Custom Reports not visible for other Technicians
Hello I created some scheduled reports. However, I am the only technician who can see and edit these in ServiceDesk Plus. When other technicians open the custom Report page, it is empty. All the technicians should be able to edit the ones I created. How
OLA Escalation
Hi, I want to define OLA escalation for specific group. In SDP v11.1.35, only I can to define SLA escalation. What should I do define OLA Escalation? Thanks for helping
[Term of the Day]: Blade Server
Term of the Day "Blade Server" Definition — What does Blade Server mean? When discussing data centers, the term blade server, also known as high density server often comes up as well. Blade servers were developed to offer an alternative to traditional
User survey link error
Hi Team, We are trying to configure user survey but we are getting an following error while directing to survey link . Kindly clarify and assist us
Approval status comment
Hi everyone. How can I configure approval status comment as mandatory?
Can ServiceDesk scan and identify Cisco IP phones as assets?
We have about 30 phones at the present, and would like to have the ability to have them seen as an asset, ideally without having to go to each phone and pull mac address, IP, etc. Is this possible? J
Migration to MSSQL
Hi. I am trying to migrate from Postgree to MSSQL. I have used ChangeDBServer.bat and could successfully connect and create the database. However when I try to restore the data, I got this error on console and the process never finishes. jan 18, 2021
Weird behavior after API Injection
Good Afternoon all!!! I created an application, a wizard to inject a ticket via API into ServiceDesk, it's so I can gather all the info people usually neglect or do not have access too and it works quite well. However, I have noticed anything injected
[SDF-92530] Work log should be added in any stage of RLC
Hi, When I create RLC for some service catalog that move between two or three Support Group, I need to mandate work log for every Support Group to move next stage. I attached my sample service catalog. What should I do? Do you have any custom script to
[Term of the Day]: Content Delivery Network
Term of the Day “Content Delivery Network” Definition — What is a CDN? Content Delivery Network (CDN) also know as Content Distribution Network is a huge collection of distributed servers that are strategically placed across the globe to handle
"User does not have sufficient privilege" - opening attachments
Hi there, We have had a workflow process in place for the past 12 months were users are asked to approve a payment based off an invoice, over the last couple of days, users have been reporting an issue when trying to open an invoice attached within an
[Term of the Day]: Cron
Term of the Day "Cron" Definition — What is Piconet? A Cron, also known as Cron Job or Cron Tasks, is a classic utility found on Unix based machines to perform periodic or repeated tasks at the designated times. The name Cron originates from Chronos,
Lower Level Technician
Good Evening All! I have a new employee starting in a few weeks, I had one till recently and I have learned I want/need to make some changes to HelpDesk to better handle monitoring the new employee. I set up a pretty rudimentary resolution, "Resolved
Assets in Microsoft Azure
Hi, How can I automatically discover assets that I have in Microsoft Azure such as users, databases, virtual machines, etc. in the service desk plus on premise? Thanks.
How to track software licenses
Is any one using the Software Licensing function of SD Plus? I tried using it a while back unsuccessfully. It started with the Purchasing module and found that I could not add the application unless they had been already installed and scanned (not possible
Service Templates: Approval process
We have several service templates where a user submits a form to be reviewed and vetted by multiple people across the organization (ie: CIO, CFO, CTO, etc..). This group of individuals review and add comments to the request to be modified or to proceed. For example, our legal analyst may provide feedback - via the approval screen -- to amend some of language on a contract. She will input her feedback in the approval secant and 'deny' the change. The issue is that the request isn't necessarily dead
Assets Module > Software and License Management Best Practices
Hi, I've been working in our ServiceDesk system trying to get the software licensing to a point where we can use it for better management of the licenses in the environment. Spreadsheets and the like are still in use, because of speed and efficiency.
Approvals and Tasks over REST API V2 Calls
I have gone over the documentation located at https://help.servicedeskplus.com/api A few times, and I can't seem to find any calls for working with Approvals or Tasks using the REST API call. Was this ever implemented in the Version 2 API? Is is possible even if it isn't in the documentation?
[Term of the Day]: Keyloggers
Term of the Day “Keyloggers” Definition — What is Keyloggers? Keyloggers are also known as keystroke loggers. This is a program that runs all the time on your computer from the minute that you start it up. It is a technology that records every
How can I adjust the column width in a table to improve overall formatting
Right now you cannot set column width and depending on how much text you have in one field it impacts the size of other columns and may wrap text that throws off the overall look of the table. How can I prevent that from happening? Please advise Todd
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