Multiple Languages
Is it possible to view ServiceDesk Plus in English and Spanish? We have teammates that only speak one language and this is causing an issue with our Spanish speaking teammates. I installed ServiceDesk Plus with English.
Report for requests assigned to a group (regardless if transferred to another group or not)
I would like a report that tells me all the requests that have been assigned to a group, whether they have been transferred to another group or not. We are trying to run metrics on our tier 1 support group but if tickets are transferred to other groups, we are unable to collect that data with the canned reports.
AssetExplorer - SNMP trouble with Cisco Switch
Hello Guys, Anyone had troubleshooting experience to share regarding SNMP communication between AssetExplorer and Cisco Switch ? I have AssetExplorer 25node version running on a VM and trying to get information from Cisco switch. Cisco Switch Model : SG350-52P SNMP service enabled RO community string configured, version 2, running on UDP port 162 added the IPv4 address of AssetExplorer into Cisco switch I have already added an entry under AssetExplorer > Cred Library with correct string and port
Removing a ticket Approval?
Hi, I was wondering if there was a way to revoke an approval that is no longer needed? Thanks.
add software to workstation
Hello "add software" does not install software on the workstation, so what happened when we added software to a workstation? Regards
Search tickets based on criteria via Powershell API
I want to search through tickets based on certain critera (see below) and output the ticket number/subjects at the end. I'm getting hung up on the subject line, as I want it to be based on finding duplicate names inside. How could I go about doing this? Search criteria: -status: not closed -and not resolved -group: Helpdesk -requester: HR -subject: contains the same usernames (can use regex to filter the subjects if necessary) For example (assuming tickets below meet status,group,requester criteria):
Field & Form Rules Issue
Dear, I want to create a dropdown list for different groups .. for example : Access to ERP - Access to the Server once the user click Access ERP should the group change to ERP. Also when he click to Access to the server the group will be change to system admin. I tried to used Filed and form rules but it is not working.
Self Service Portal Widgets
There are currently widgets for "My Request Summary" and "My Assets" for example. I would like to create a widget to display "My Relationships". This widget would shows all the CI Relationships for the user. I would in reality scale this back to specific CI Types that I am interested in. Has anyone done anything like this?
Error Backup Scheduling Asset Explorer
Good afternoon, Has anyone experienced this error when accessing Backup Scheduling in Asset Explorer?
Update Fields Based on Description
Hi, We're looking to have an outside service send in an email with basic ticket information for ServiceDesk to pick up. We'd like to route the ticket to the proper group and update some additional fields based on the image attached. I assume a script will assist but looking for guidance. Thank you.
[Term of the Day]: Accelerated Mobile Pages
Term of the Day “Accelerated Mobile Pages” Definition — What is AMP? Accelerated Mobile Pages (AMP) is an open-source HTML framework designed for smart devices like phones, tablets, etc to offer the fastest navigation on the Internet. AMP uses a stripped-down version of the HTML and a lightweight version of CSS with a limited JavaScript library to improve the smart device user experience. AMP focuses to enhance the performance of the mobile web page by decreasing the web page loading time
Enable 'Changes' for end users
Is it possible and if so to enable the module 'Changes' for end users? Today our end users can only see the module 'Requests' when they want to create a ticket and we do have a need to follow a specific process such as presented in 'Changes' module for deviation tickets.
Problem updating from 11110 to 11128: ERRORCODE: 1008: Data inconsistency in Application tables
We are trying to update SDP from version 11110 to version 11128. However, we get the following error: Verifying if the product is ready for upgrade and the given patch is allowed over this setup. This might take some time...... Data Inconsistency Found : Technician_SupportGroup.PRIMARYKEYID has some data which is not available in CIRelAttributes.PRIMARYKEYID, COUNT: -1 Data Inconsistency Found : Document_Technician.PRIMARYKEYID has some data which is not available in CIRelAttributes.PRIMARYKEYID,
Attachment details not getting from old conversations from a ticket(request) via API.
HI Team, please assist to handle the API section for view notification and conversation API part. I have got the attachment details from only the latest thread of ticket, can't get any info about the older threads attachments. I am totally stuck on the attachment getting section of older threads of a ticket. Build Type - On-Premises, Build version - : 11.1.0 Build 11128 thanks and regards, AJAYAN.C
ServiceDesk update fails with error 1008
I've been trying to update our service desk software. We are now on Build 10020, I tried to install the ManageEngine_ServiceDesk_Plus_10_0_0_SP-1_0_0_Windows.ppm to take us to 10500. However, I am getting a 1008 error. Please advice. I have attached the logs. Regards, DJ
mass edit service catalog
Hello, Is is possible to add a field to all of my service catalog templates all at once instead of changing each one individually? Thanks.
Add Mentions to notes
It would be really helpful to be able to @mention technicians in the notes for a request to allow for better collaboration on working a request.
disposal cost
Hello In the Assets section after selecting my desired asset and then going to the Financials tab, I can add a disposal cost for the asset. Can you explain the disposal cost to me and tell me why I can add the disposal cost several times for a product and finally why the status of the asset does not change to disposal after adding the disposal cost? regards
Weekly Trend Report Sorted by Category with Graph
Hey All I'm looking to make a Weekly Trend report sorted by Category along with a stacked Graph. I tried doing it with an Advanced Matrix report, but it doesn't give me the option to add a nice graph for visual representation. Does anyone know how I can accomplish this? I want to make it based on when it was open (weekly), and categories then shown in the graph, stacked category count.
price
hello how i can see the history of price for a product in a vendor? the price of a product in a vendor usually will change, can i see the history of this changes in servicedesk plus?
[Community Digest] ServiceDesk Plus - September 2020
Here is the monthly rewind for September 2020! Version and Build releases: We had 3 build releases · 11126 (Released on 04th September 2020) · 11127 (Released on 22nd September 2020) · 11128 (Released on 29th September 2020) check this link for more details Product highlights: Framework Upgrade Information · Tomcat upgraded to 9 · jQuery upgraded to 3.4.1 User Education and Resources: Masterclass 2020 Series KB Articles: [ ForYourInformation ] Request template date field enhancement
[Term of the Day]:Warehouse Management System
Term of the Day “Warehouse Management System” Definition — What is WMS? A Warehouse Management System (WMS) is a software application designed to optimize, manage, and support warehouse from the time goods or materials enter a stockroom until they move out. WMS includes operations such as inventory management, picking process, and auditing. WMS is usually the central unit in the software structure of a warehouse. The execution of warehouse management lets an organization to improve its competitive
Warning: Your database transaction log file size has crossed the threshold
Dear Sir, How to stop sending the Warning: Your database transaction log file size has crossed the threshold notification ?
AD Sync - Remove disabled or deleted users
You can use AD sync to import users/requestors into SDP. What happens when users leave the organization and their AD accounts are deleted or move to an unsynced OU. I tested this and that user never got removed from SDP. Is there anyway to automate removing users from SDP? Will that also delete any history of requests they have made?
E-Mail Replies to Ticket E-Mail Notifications Does Not Work
Hi, For awhile now our requestors have been unable to reply to tickets by replying to the ticket notification e-mails and I'm unsure why this doesn't work. The notification e-mails have the Request ID in the subject line, so I'm unsure of why this stopped working. Is there any way to fix this?
[Term of the Day]: Data Definition Language (DDL)
Term of the Day "Data Definition Language" Definition — What is Data Definition Language (DDL)? Structured Query Language (SQL), as we all know is the database language by the use of which we can perform certain operations on the existing database and we can also use this language to create a database. SQL uses certain commands like Create, Drop, Insert etc. to carry out the required tasks. The DDL or Data Definition Language is used to define the structure of data containers and objects within
Associating sites against requesters
Hello, Previously our helpdesk was configured to not use sites, however this is a huge security flaw where requesters who login to the helpdesk can see all requests not associated to them. I've now introduced sites but want to ensure all requests coming in to certain requester accounts are associated to sites, what is the process for this? I also need to manually update near 25,000 requests to counter act these changes. Thanks, Luke
Report for # of Tickets +30 min before assignment
Hi, We would like a report to see how many tickets stay unassigned for more than 1/2 hour. We want to make sure the dispatcher is assigning tickets in a timely manner. Thanks, James
[Tips & Tricks] Quick links in request details page
Hello users, A customer came up with a requirement to have quick links in the request details page that changes dynamically based on the value present in a custom field. Scenario: Users in his environment use laptops of various manufacturers. He has configured an incident template exclusively for laptop issues and the template has a custom field that has a list of all those laptop manufacturers. So that when users submit a request using this template for laptop issues, they would choose the respective
Python script: Can't find a default Python
Hello, I have installed Python 3.6 on my Windows server that is hosting ServiceDesk. I have added python to the path as seen in the next pictures: When I try to execute a python script with a custom trigger called TEST the following message is shown: Action Executed is :TEST Message: Can't find a default Python. Any help would be appreciated. Thanks,
Problem to start servicedesk service after upgrade 11000 to 11100
Hi, i just did the upgrade from 11000 to 11100, i tried to start the service after the upgrade but it doesn't start, i execute the run.bat and it works, but when i close the cmd, the application stops, i reinstall the services with sd_service.bat -r and sd_service.bat -i, and doesn't works, can you help me please? This is the wrapper log. thanks
VoIP
Thanks for the good article [Term of the Day]: VoIP https://pitstop.manageengine.com/portal/en/community/topic/term-of-the-day-voip Recommended software in that article is useful for general users and public. Organizations use PBXs such as FreePBX, Asterisk, 3CX, Elastix, Issabel, or Unified communications such as CUCM, Webex, Skype for Business, and Adobe Connect. Does ManageEngine ServiceDesk Plus have plans to support VoIP or at least two or three of these applications? Given many requests for
[Tips & Tricks] Approvals Made Easy With ServiceDesk Plus
One of the most difficult day to day tasks in an organization is achieving a proper approval workflow, which was mostly orchestrated through papers and manual signatures were attested and those records would be maintained then after in large storage rooms. Later these records were maintained in a.XLS sheets by making use of a 3 rd party vendor application. Now, what is the problem with this, can't this be followed in the long run. The answer is quite ambiguous at the moment !! But At the end of
[Term of the Day]:WorkForce Optimization
Term of the Day “Workforce Optimization” Definition — What is WFO? Workforce Optimization or (WFO) is a revolutionary business strategy that focuses on maximum customer satisfaction and benefits with minimal operational costs. Workforce optimization also helps you automate essential processes, maintain data visibility, comply with legal ordinances, and solve business problems related to your staff. Workforce optimization manages the performance of staff to understand the impact on both operational
Mail Commands not working
Hello! I'm having trouble configuring Mail Commands. I have set up my Mail Commands according to this configuration: I do have a technician configured with the sender e-mail, and I wanted that any e-mail matching the above specifications would create one incident. So I sent the following mail: I do have the categorization set up properly: But the incident was created without the information I provided (requester, category, subcategory, item, level, mode, priority, etc): Is there anything wrong with
Update failed - PostgresSQL doesn't start
We are currently trying to update ManageEngine from 11100 to 11121 but are receiving the error “Trying to start PostgreSQL server failed”. This also occurs when running the startDB.bat individually. We are running the Community version. Screenshots:
AI chat bot feature
Is there an AI chat bot feature available in Service Desk plus on premise?
[Term of the Day]: Global Variables
Term of the Day "Global Variables" Definition — What are Global Variables? Global variables are also called a global state or global environment, is a programming language construct, a variable type that is declared outside any function and is accessible to all functions throughout the program. This means that they can be changed by any function at any point and may affect the program as a whole. In layman's terms, if variables were humans, Global variables have passports with the visa to go
[Tips & Tricks] Password protected file attachment
Password-protected file attachment is a new enhancement released with 11128 builds of ServiceDesk Plus. No matter how big or small your business may be, there are critical documents that need to be secured, not many organizations manage their business
[What's Cooking] Upcoming new features and enhancements
Dear Users, We are happy to inform you all that the following features are queued for release with one of the upcoming service packs. Multi-Level CAB Approval Add multiple approvals to any change stage. Apart from the CAB approval, you can add up to 10 approval https://pitstop.manageengine.com/portal/en/community/topic/whats-cooking-multi-level-cab-approval-for-changes Disable Concurrent Login You can now disable concurrent user login from different IP addresses. Can be configured from Admin > General
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