Upgrading to 9426
We are about to upgrade from 9033 to 9426, are there any pitfalls or processes that we should know before making these upgrades?
Self Service Portal HTML Changes
Does anyone know how to modfy the code in the attached section/widget. We do not like the out of the box "How Can We Help You?" section that cooresponds to the Service Catalog and want to make it simpler for users but not change the heirarchy structure of our Service Catalog. We were told by phone support that there was an HTML file that we could re-write ourselves, but they have since changed their mind.
Get the first glimpse of ServiceDesk Plus Beta
Dear Users, We would like to bring to your notice that, we are planning to release upcoming SDP ServicePack with below features. Build url : http://beta.servicedeskplus.com Request Life Cycle : Configure a clear sequence of statuses for any incoming request so that the assigned technician is guided to the next possible transition/s easily. The next possible transition for any request is displayed in the Request Details page. Associate a life cycle to any number of templates. However, only one
How to find scheduled reports?
We have some reports that get emailed to us on a weekly basis. However, I'm unable to find these reports in SDP at all. Is there a way to search for reports? Or find a list of scheduled reports? When I clicked the Showing dropdown and selected Scheduled, it didn't list anything. I'm using SDP 9425. Thanks.
Reminder emails don't have link to request in SDP
We just tried out the reminder feature today. It seems to work great, except for one thing. If I setup a reminder while editing a request, the reminder window shows a link to the request while I'm entering the info. And if I bring up the reminder under "My Reminders" to review it, it shows the link to the request. However when I get the email notification there is no link or association with that request. Am I doing something wrong or is there a notification template somewhere I haven't found? Or
API V3 Question
Hey Guys Hoping someone could give me a rough time frame on when the below API call would be released or if it already is? I am assuming it isn't as this is the beta documentation, sorry pretty new to SDP https://www.manageengine.com/products/service-desk/sdpod-v3-api/SDPOD-V3-API.html#add-worklog-for-project-task We are running version 9402. Would be keen to make use of this in our workspace. Thanks for your time Rodney.
Trash for other modules
Please consider to add Trash for Problems , Changes , Projects and Solutions . Also, it would be great if I have ability to set custom number of days when I want to delete items from the Trash.
Limiting Open Changes
I have stared to wonder about WIP Limits lately. I am considering if there is any way to limit the number of Open Changes that can be assigned to a Group in SDP? I can't think of a way of doing it, but wondered what people think. Ian
Update Virtual machine host using api
Would like to know how to update the field (Is Virtual Machine) under Server using api. I tried this but not work. Thanks <parameter><name>IS VIRTUAL MACHINE</name><value>true</value></parameter><parameter><name>HOST</name><value>machine</value></parameter>
"associated purchase request will get removed" prompt
We just updated from 9414 to 9421 last night, and now techs are getting the below prompt. We have never used any of the Purchase Order functionality, or even configured any of the options. How can we get this pop-up to go away?
Widget for listing requester assets.
Is it possible to make a widget for self-service portal so when a requester log in they also see there assigned assets ?
Save As without having to run report
Currently I have to create a report and run it before I can even save it, If I want to edit and "Save As" a report as a slightly different version, I only have the option to save, overwriting the one I already have, that I don't want to change. How can I get round this? It wastes hours of my time running reports only so I can save them to run at a later date.
SDP fails PCI DSS Scan
CERN httpd Double Slash Protected Webpage Bypass - does anyone know how to block this please? The remote web server allows an attacker to access protected web pages by replacing slashes in the URL with '//' or '/./', which is a known problem in older versions of CERN web server. Contact the web server vendor for an update or tighten its filtering rules to reject patterns such as : //* *//* /./* */./*
[Webinar recording] Launching advanced analytics for ServiceDesk Plus' request history, projects, and solutions modules.
In case you missed our webinar, Launching advanced analytics for ServiceDesk Plus' request history, projects, and solutions modules, here's the recording:
Reopened Calls Report
Hello, i'm looking to report on reopened calls, is there a query available for this please? If possible looking to report on following information: Ticket Ref Date Created Date Closed Closed By Closing Category Date Reopened Reopened By Reopen Count? Many thanks Lisa
Can Field & Form Rule update Subject text when editing Request Details?
I have created an "On Field Change" Field & Form Rule to update the Subject text based on the contents of several fields. The rule works fine if someone changes the value of an Additional Field by editing the request via the Edit button at the top of the request screen, just to the right of the Request ID. But the Subject does not get updated if the user edits within the "Request Details" section - either by clicking the Edit button in that section or by clicking directly on a field to be edited.
Cannot Configure ManageEngine Servicedesk Plus Mail Server Setting Please Help
Cannot Configure ManageEngine Servicedesk Plus Mail Server Setting , i install new server Exchange 2016 Internal Only when make Configuration ManageEngine Servicedesk Plus Mail Server Setting IMAP or IMAPs appear massege FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox.
reset passworf of the Administrator
Dear Support, Am trying to reset the Password of the Administrator in SDP but getting an error.PFA
Asset Manager Role
Hi all, Is it possible to limit in some way the functionality of the asset module available to a technician when it has been assigned asset management privilege? I am not talking about the standard yes/no possibility of "full control", "view", "add", "edit", "delete" and "scan". Rather I would like to give, to a technician with asset management privilege, the possibility to operate only on a restricted number of assets and not on all the available assets resource in the system. Best regards Antonio
How to PRINT a CMDB Relationship Map?
hallo it's possible to print or export (pdf?) a CMDB Relationship Map? thanks
Service Desk Plus and Password Manager Pro
Hello! After try to integrate SDP with PMP and enter key we get: "Failed to update Associated Applications details. Invalid application API Key found in input data" What we must do to resolve it? Thank You!
servicedesk plus integration with mobile device manager
hi Team kindly assist with how to assign an enrolled mobile device to a technician in other to track the technician whenever request is assigned. Note: Mobile device manager has been integrated with servicedesk plus
ServiceDesk Plus 9426 Released
Dear Users, SDP 9426 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9426 SD-74184 : Mail processing time increases in IMAP protocol if the attachment size is huge. SD-74263 : The Apple push notification certificate is updated in this build. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha
Report - Average Breach Duration?
Hi, Can anyone help me with a report for Average Breach Duration. I need to run a report that shows the average time a ticket is open after a breach of resolution time? Thanks Josh
Disable System Notification: Approvals
We'd like the ability to disable some of these notifications - specifically the approval notices. In our case, we use request approvals for contract negotiations and they are often reviewed by 5+ people. These individuals review and recommend the contract proceed. All these actions trigger notifications to the requester, creating confusions and unneeded messaging. Alternatively, the ability to manual trigger the notification, after the request has been approved, would be nice.
Survey Feature - Include option to include one click star rating in every resolution e-mail
Quarterly and half yearly surveys are great but users cannot always remember the service they received so would be really good to have an option to include a click one click rating score at the bottom of resolution e-mail. How did we do today: 1(Very Bad) 2(Bad) 3(Average) 4(Very good) 5(Extraordinary) This way the organisation can track the service level on regular basis rather than only relying on surveys. All rating for 3 and below can then be looked into so the organisation understands what
Request Purchase Page default fields
Hi all I would like to have more control on the default fields available in the Request Purchase page. In particualr I need to hide some of this field beacause are not relevant to my current configuration. There is a way that allow me to hide/deactivate some of this fields? My currently SDP installed version is 9324 Thank you very much Antonio
Listing Tasks For a Specific Request Using REST API
Hey all, I'm trying to use PowerShell to get an array of tasks using the REST API. When I use it though, it seems to spit out all tasks. Here's my code: $apiUrl = "https://$SDURL/api/v3/requests/$requestID/tasks" $apiToken = 'XXXXXX’ $taskHeader = @{TECHNICIAN_KEY=$apiToken} $response = Invoke-RestMethod -Method get -Uri $apiUrl -Header $taskHeader -ContentType "application/x-www-form-urlencoded" Any help would be greatly appreciated. Thanks!
Asset state changes automatically
Hello, we have (still) the following problem: I change an asset state to a (custom created) state called "dead". These are assets which are no longer in use. After some weeks the states changes automatically to the state "disposed". In the history the change has allegedly initiated another technician. But this technician has not did that. He was not even logged in to SDP on this dates. Do you have any idea what "workflow" changes an asset state automatically? And why a technician did that allegedly
Query to see unused templates in SDP
Hi! Is it possible to create query to unused templates in SDP? Database - PGSQL Best regards, Bogdan
ServiceDesk Plus on-premise Staging/Test System
Hi folks, I saw this question was answered some time ago (over 2 years), so I wanted to see if any additional automation or documentation has been added to accomplish this. My goal is to have a relatively easy and automated staging system to test both configuration changes and patches/hotfixes. I've got an application server, and I'm replicating the VM from the server to create my test system. I have my database on a dedicated SQL server. My plan is to attach the test server to a copy of the database
Hide Closed Status
We currently Resolve calls and have them auto close after a set period. We do not want any technicians closing calls. Is there a way we can retain the current method where calls close after a set period but not allow technicians to choose the close option? Also once closed we do not want any call to be reopened under any circumstances? Is this possible? Thanks
Email aliases in Office 365 not assigning to technicians
Hi, I have set up a helpdesk instance with an email of support@domain.com, when I send an email to this I get a request created as expected so I know that email settings are working correctly. I have then set up 2 seperate sites, finance and hr, both of these are set using aliases on the Office 365 email account of support@domain.com, i have finance-support@domain.com and hr-support@domain.com set up. I have created technician groups for my 2 sites, so one is finance and one is hr, each technician
Retrieve asset support contract
Hello, i am looking for a way to retrieve the support contract of asset when it exist. this is to be include in the incident module only. i need to be able to extract the support contract name, number and phone number. any idea ?
Reporting survey results for archived requests
When I generate a report for survey results, it does not show surveys for archived requests no matter which time period I select. However, I need last year's survey results for comparison purposes. Is there any way to get results of surveys for archived requests?
[Tips & Tricks] Viewing/Searching request activities is no longer time consuming.
Hello folks, In older versions, searching request activity history used to be time-consuming, we had to look the entire history page to find details of a specific operation. Let us consider, a request that has been doing the rounds for quite some time just got reassigned to you, you would like to see everything that has transpired so far, right from when the ticket first landed in your ServiceDesk, this simple yet great feature helps you filter the activities you would want to know. Click on the
Problem with ChangeDBServer.bat
I need to change the Database name as per company naming convention. When I run ChangeDBServer.bat I am able to modify the information. However, when I click Save I receive a Java exception: java.io.FileNotFoundException: C:\ManageEngine\ServiceDesk\Bin\..\server\default\deploy\mssql-ds.xml (Access is denied) It looks like the application is trying to get to C:\ManageEngine\ServiceDesk\server\default\deploy\mssql-ds.xml by using the "Up" command in Linux ".." However, this does not work on
Assets Scan - MAC OS X 10.11.6
Hello everyone I have problem with assets scan. Problem is related with specific version os, exactly MAC OS X 10.11.6 (but I haven't get any problem for example with MAC OS 10.6.8, MAC OS 10.9.5, MAC OS 10.12.6). It looks like it can scan machine but there is not software listed... Credentials are OK. Does anyone have meet with thiss issue ? ME SDP Version: 9.4 Build 9420
Reports: Forward Views (next week)
We'd like the ability to produce reports with forward time windows: next week, month, quarter, etc.. Right now the options only allow for current or backwards views and does not allow for forward views. Our use case is assigning and reviewing upcoming work within a project or request for our technicians. We would like the ability to automate a report to show the scheduled work for an upcoming period.
Processing Out Of Office emails.
One of the techs indicated that someone he was emailing thru the SDP application was out of the office and had it turned on. The response was never captured in the ticket so he was unaware the user was out of the office. It's like the SDP didn't process the email. We have it set up this way: The email associated with SDP is used to either create tickets or it will append the ticket when someone replies if ##ticketnumber## is in the subject. Regular replies work, just not if it's an Out Of Office
Next Page