Restore DB to new server
We need to move our ServiceDesk Plus server to a new VM and for that i installed the same version (9.3.3.5) on the new VM. I tryed the to restore a full backup (Mysql) to the new installed server with pgsql. However as per the restprestatus (attached) it only partly restored the DB. any idea what went wrong? regards Matt
SLA Escalations not working
Hello, We are using build 9021 on a MSSQL DB. We have created server SLA's and configured level 1 escalation to alert 10 minutes before the SLA is violated and level 2 to alert when the SLA is violated. However, these are not working, the SLA escalations do not get activated when required. Please advise
Technicians screen is blank
Technicians aren't visible. The only visible part on the screen is : Users - Technicians association for All Sites. There are no technicians visible for it. Which is why I can't change/remove them. Adding isn't possibile either since we already have 5 technicians although 2 aren't working here anymore. Could you guys please help us out.
Unable to update User details
Parameter (checkbox Enable to access Desktop and MDM Plugin Functionality) not saving Technicans not migrate to DC If remove the checkbox from the previously added Techniques, it has disappeared from the DC You can not add it again ServiceDesk 9416 logs: [com.manageengine.servicedesk.setup.util.DCTechnicianUtil]|[WARNING]|[118]: Exception | com.manageengine.servicedesk.utils.DCException: Unable to update User details . at com.manageengine.servicedesk.setup.util.DCTechnicianUtil.updateSDPUserToDC(DCTechnicianUtil.java:296)
upgrade path duplicity
Question on the migration path, we are currently on 9120 and want to get current. There are TWO entries for version 9120, the first says upgrade to 9121 then 9200, and the second says to upgrade directly to 9200. My question is which is correct? The upgrade path link: https://www.manageengine.com/products/service-desk/migration-sequence.html Thank you.
Can custom triggers be set to execute when a request is approved?
I am attempting to create a custom trigger that executes upon a request being approved. I saw in another community post where a ManageEngine employee gave directions for deploying a custom trigger that included instructions to set the trigger to execute "when a request is approved." I do not see the option to execute a custom trigger when a request is approved. The only options I see are Created, Edited, and Created/Edited. How can I set a custom trigger to execute when a request is approved? Version 9.3 Build 9335
Powershell to get latest conversation title
I need to update the SR Subject based on whether the conversation title has specific words in it. I can create a custom trigger to fire when there is a new conversation added and I know how to update the SR subject ($obj.Request.Subject) but how to I extract the Conversation subject/Title from the JSON file? 9.4 Build 9401 Chris White Horizons Regional Council New Zealand
Custom Triggers and Checkboxes
I've recently upgraded our SDP environment to 9418 and I'm really pleased with the improvements made to the incident templates however, I've realised that Custom Triggers do yet seem to allow Checkboxes/Multi Select fields to be used as matching criteria for execution. Is this a feature or at least a feature coming soon? Thanks.
Sites in ServiceDesk
Hi I see that you are not able to choose the drop down list for Servicedesk as a regular user but the Sites are only visible to Technicians and Admins. Please, let us know how we could enable the sites options so users can choose the sites that they belong to. Thanks in advance
SDP data integration into BI - Where to find information?
Hi there, we're working on integration of SDP data into our BI software and our dba is asking: - where can I find the information about the real ticket total resolution time, only considering working days/hours (8 hours/day and 5 days/week)? - where can I find information about Technicians scheduler entries? we're on SDP 9.4 Build 9415 and Postgres Thanks a lot in advance alessandro
Custemize ServiceDesk Plus
Hi everyone, i want to ask: Can I edit the title? (attach) Can I create more similar menus? (attach) Hope to get help Thank you very much
[Tips & Tricks] When you really need a useful description in ServiceDesk Plus
Do you often struggle to get your service team to enter meaningful information into a request description other than ‘Done’ or a copy and paste of the request subject? Here’s a little trick we employed with one particular client to get the team into the habit of considering what they were actually entering into the description field in a request in ManageEngine ServiceDesk Plus. This little trick employs ‘Field and Form Rules’ on either an Incident or Service Request Template. In this particular case,
Add custom Text and Link into Indecent Template
How can I add some custom text and link into a indecent template? I'm looking to add a static link to the solution article on "How to copy and paste"
Use of Additional Change Roles
In the workflow for changes, there is the ability to use all the other "change roles", and even in change roles, there is the ability to create new roles. I can't seem to figure out how to utilize those roles in the change. As it stands we can select "change manager", "change owner", "change requester". What if i have a different "change approver" or "change reviewer" that isn't a static person. i.e. it needs to be selected. How are others using these additional roles? As it currently stands i can't
ServiceDesk Plus 9421 Released
Dear Users, SDP 9421 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9421 SD-73564 : Cross site scripting vulnerability is present while viewing the asset details page. 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 Kumar Servicedesk Plus Team
[Tips & Tricks] Find out if an expired asset reappears with ServiceDesk Plus and AssetExplorer – Part 1
As part of the asset management lifecycle, you would change the Asset State in ManageEngine ServiceDesk Plus or AssetExplorer to reflect if an asset has been ‘Disposed’ of or has ‘Expired’: This has the advantage of releasing an asset node license for commissioning against a new resource in the asset register, keeping your ManageEngine license costs down. However, what if that asset was to somehow reappear in the environment? A helpful technician who managed to resurrect a device perhaps? The reappearance
Windows Domain Scan
have configured a Domain entry that includes:- Domain Domain Controller Login name and Password (which is an AD Domain Admin and has the SDAmin role and no other. When I attempt to run a scan I get a permissions error message. See attached. Can anyone advise?
Approval Issues? Multiple approvers listed but only one can actually approve the request
Hello, I'm just wondering if this is a known issue and if there is a fix? We upgraded to 9224 this past weekend and now our approvals system is broken. We often send approvals to multiple people for each request but now, only one person can approve. If 5 approvers are listed, the first person to approve is able to and the rest are not. They get a message that "the request is already approved" although they have open approvals. Can anyone help?
Need in preset "due by date''
Hello, I need in preset "due by date'' for a filter that shows requests which deadlines today and tomorrow. I know how to show it using extended search, but this action needed everyday changing date.
Hide 'Change Template'
Is it possible to hide the 'Change Template' option for Requesters? I don't want people to be able to change this when they select an Incident Template from the Request Catalogue. I am hoping that the attached picture shows what I mean. TIA Ian
question about - Change custom trigger
Wonder is action could assign a change manager based on a criteria.
9418 requester portal not mult-lingual
Just tested the new 9418 (well 9419 actually) and discovered they changed the widget to raise a new ticket in the requester portal. Basically there's 3 options: - Create an issue - Request a service - View all solutions Turns out these options doesn't translate like the rest of the product. So if you have the multi-language edition, be careful berfore you upgrade past 9417! Someone asked this in another thread, and got no answer, so I'm gonna try: Is there any way to bring back the old widget? /Rasmus
[Free webinar] 7 reports that will change the way you manage your help desk
Today's help desks generate so much data that without the right reports, it's impossible to get any useful insights from it. This is why we're offering a free webinar to discuss important help desk reports that are guaranteed to inspire and impact your management decisions. In this webinar, you'll get answers to key help desk questions, such as: 1. What's impacting SLA resolution times? 2. Why aren't customers satisfied? 3. Why are technicians frequently rerouting tickets? Date: October 18, 2018
Survey Report result
I run the following query but only get months 1-8 January Through August but should be get 1-9 with September SELECT DateTable.YEAR 'Year', DateTable.MONTH 'Year/Month', SentTable.SENT_COUNT '# of surveys sent', ReceivedTable.RECEIVED_COUNT '# of surveys answered', (SentTable.SENT_COUNT-ReceivedTable.RECEIVED_COUNT) '# of surveys unanswered', (ReceivedTable.RECEIVED_COUNT*100)/SentTable.SENT_COUNT 'return %' FROM ( ( SELECT YEAR(FROM_UNIXTIME(WorkOrder.COMPLETEDTIME/1000)) 'YEAR', MONTH(FROM_UNIXTIME(WorkOrder.COMPLETEDTIME/1000))
Reporting on Custom Field (Not Common)
MSSQL SDP 9.4 Build 9419 Hi i would like to run the below query but i need to include a field called "Category of the Request" with the below details: API Field Name Type Column Name udf_pick_1216 Pick List - - UDF_CHAR32 SELECT "wo"."WORKORDERID" AS "Request ID", "scf"."GUDF_CHAR2" AS "PR Priority", "aau"."FIRST_NAME" AS "Requester", "dpt"."DEPTNAME" AS "Department", "cd"."CATEGORYNAME" AS "Category", "wo"."TITLE" AS "Subject", "cri"."FIRST_NAME" AS "Created By", "ti"."FIRST_NAME" AS "Technician",
Reports
Hi, a: how do I disable System-Reports ? For legal reasons we want to disable (better: delete) certain reports, especially those which show data about people (ie technicians and their workload). May sound strange, but thats life. Otherwise: b: If we have reports A B C and we only want person A see report A and B-B and C-C and so on: how do I create such a role? Or can I create reports for groups? Thanks for your help SDP Build 9416 Nicole
reports
scheduled reports only on weekdays
Yes/No questions in resource fields SDP
Hello, I was wondering why, when creating a question in a resource on a SDP form, that the yes and no on the drop down flip around and alphabetisise themselves? When creating the form and pressing the drop down, Yes appears at the top, and No at the bottom. Upon saving the changes to the form, these flip around with No at the top, Yes at the bottom. Is there no way to order these two options how you would like them? Hope this makes sense! Thanks
Problem after 9417 upgrade
Hi Upgraded my SDP 9414 to 9417 last night and after upgrade the small box to the right that show if other technician look at the same case does not show up at all now. I have the same error on my test environment. Is this a bug or a new setting that must be enabled?
Performance Issues
We're still experiencing performance issues with our new 9414 build. Pages and data take awhile to upload or refresh. We had a support call yesterday and completed this step in our db: ALTER DATABASE servicedesk SET ALLOW_SNAPSHOT_ISOLATION ON ALTER DATABASE servicedesk SET READ_COMMITTED_SNAPSHOT ON Are these steps still valid for v94 and above?: http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100006.html
Export all ticket values from a specific additional field to a csv file
Hello, We have created an additional field called Location for incidents. This is an open field and the requester has freehand to input the desired value on the field. We want to know if there is a way that we can extract all this values from that specific Additional Field called Location to a .csv or .xls file to then add them to a pick list additional field. Regards, Jose
Any new server software requirements for 9420?
Hello. I have SD version 9204 and would like to upgrade to 9420, so I wanted to know if latest version requires any different prerequisites? For example, some systems require new version of Java, MS SQL, etc. to be able to upgrade to a higher versions. I tried to find info about SD requirements per version but found only general ones here https://www.manageengine.com/products/service-desk/system-requirement.html So I wanted to be sure if I need to change something or not. Also, if I am not mistaken,
Notify Task Creater
Is it possible to Notify the creater of a Task when a Task is completed even if the request is not assigned to them? Thanks Jonny
Search by Task ID
Can we add the ability to search by TaskID in the Global Search. It is very inconvenient to have to search through the main task list or through a Project to find a task. We're not sure why this hasn't been implemented yet unless there's some technical reason.
This file is loading slow -- sdp-icons-pack1.png
What is the purpose of this file: /images/sdp-icons-pack1.png? It is loading very slow on SDP: about 4 secs.
System Log Message - How do we know what was updated?
System Log Message - How do we know what was updated?
How do you manage onboarding/offboarding tickets?
I want to automate certain tickets based on category. Specifically, if I have a category "Job Changes", with a sub-category "New Hire", I want to automatically populate tasks like create AD account, assign/configure phone, assign computer, etc. I have SD Plus Pro.
On Hold requests and SLAs
Hi there, just a quick question. If a request has a Due Date set by an SLA, then is put On Hold. While the request is On Hold it passes the Due Date. When the request status changes from On Hold -> Open does the SLA recalculate the Due Date or will it violate (red flag) the request because its still open passed the Due Date that was originally set by the SLA? Regards, Willus
Is it possible to set ON HOLD status untill certain time
Is it possible to set ON HOLD status until certain time and automatically change it to OPEN when time will come with notification of a technician by email?
determine request status out from reply text and set status
Servicedesk plus changes status to open, when a customer replys on a request. I need a script that can check if reply text has word or phrases pressent in the text. If not then leave the status as it is, not open. If the word or the phrases are in the text then set status to specificed status. Anyone that can help me with this?
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