Note generation
Hello, I would like to know if it's possible to automatically generate a note for a service request based on a field and form rule selection Thank you
printing of tasks in print preview
Hello, When will be it possible to print tasks and task comments from the print preview option for service requests and incidents Thank you
Update requesters E-Mail with API
Hi, Trying to write a PS-script that update requesters E-Mail with the SDP-API. The script works and I'm able to update other parameters, for example "Mobile", but not the E-Mail parameter even though i get a response stating that the result was succesfull. The PS-script looks like this: $apikey = "techkey" $url = "sdphost" $inputData = @" <?xml version='1.0' encoding='UTF-8'?> <API version='1.0' > <citype> <name>Requester</name> <criterias> <criteria>
Upgrade to 9440 - SQL Server issue
I upgraded from v9.3 build 9335 to 9440 and it looked as if everything went well. I did backup the DB and everything and this is in our test environment. Unfortunately, after it finished installing everything I started the service and it would not start. Then I went and checked the tasks and found that there is lot of Postgres processes running. I had pointed the DB to SQL in my previous install and now it ilooks like there is Postgres running. Why would Postrgress processes run when I have the DB
F&F Rule script to prevent submission of request if field entry criteria not met
I'm looking for ideas on how to prevent users from completing the submission of a request if they haven't appropriately filled in certain fields. I have a template with 4 Yes/No pick list fields. At least one of these fields should be answered with a "Yes" value before submitting the request. Each field is mandated, but a user could still pick a "No" value for each and try to submit the request. I can use a script on an "On Form Submit" Field & Form Rule to pop up an alert saying that a "Yes" needs
Service Desk Plus Upgrade Failure
I am trying to upgrade our test system of Service Desk Plus, I have successfully installed a few patches but when trying to go from version 9300 to 9335 it fails and the following error appears in the log file: java.sql.BatchUpdateException: The INSERT statement conflicted with the FOREIGN KEY constraint "CustomReportFilterColumns_FK1". The conflict occurred in database "servicedesk_TEST_NEW", table "dbo.CustomReport_Details", column 'REPORTID'.
ServiceDesk Plus 9417 Released
Dear Users, SDP 9417 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9417 SD-72858: Failure in sending system notifications for incoming requests and conversations in environments where Microsoft Office 365 and Microsoft Exchange mailboxes are configured. This is because even the valid emails sent within these domains are marked as bounced as they don't have the 'Return-Path' header. SD-72318: Under
Can I restrict access to software licenses
How can i restrict access to the thecnicians to see license keys ???
How do I connect a drop down to a SQL datasource?
HI, How do I have a drop down list pull in data from my MSSQL server table? Or If I have to I can have it batch the data in from a CSV file. But I need to fill a drop down with our data and then based on what my user selects - give a sub result. Exactly how 'category' and 'subcategory' work . If I need to I can use API, CSV to populate my drop down list, Insert directly into SQL table, etc. WHat is the method to accomplish this? Using python script to read a csv? Can't seem to find any info on this.
Performance Issue long loading Times opening Ticket System
we have set up the ManageEngine ServiceDesk Plus System and changed every setting for us. Now we finally do our configuration and testing the system and found a performance issue. If we open our Link it takes about three seconds to load the site completely. In attach you can find some wireshark screenshots with bad checksum and a RTO of 3 Seconds. Maybe this is the problem we don’t know.. but for us and our employees is that unacceptable. The other thing is we want to change the Icon in the Header
Menu bar SDP
Hi everyone, I want to customize the menu according to the attachment. Hope to get help. Thank you very much.
How to set Request Status to "In Progress" when a client responds to request?
Hi Folks - How can I set up a process where the Request Status is always set to "In Progress" every time a client responds to a ticket? What is the easiest way to achieve this? Thanks.
Edit language
Hi Dears I want do change your programming language to my language, please tell me what file should be edited. Also my language is Persian and is right to left languages and part of UTF-8 unicode language also I can after translate the whole of the program, send you translate files to use in service desk plus
how can i change calendar
hi i recommend sdp to my company, but it manager said that the major problem of this program is the default calendar and he wants to use jalali calendar instead of it. i found the javascript calendar that is very similar to the default calender of sdp. http://farhadi.ir/downloads/JalaliJSCalendar-1.4.tar.gz if possible for you please help me how can i do it myself. for example how can i replace this javascript calendar instead of the default calendar. i will glad if you guide me.if it is not applicaple,
Persian Calendar
hi... I want to customize calender to Persian Calendar. How can i do?please help me
Persian Language For ManageEngine ServiceDesk
Hi Help me How to change Language Manage Engine to Persian Please
Chart
Colleagues, I have upgraded my service desk to the latest build and I got a new chart feature. The problem I do have now is that a requester can initiate a chart with a group of technician but technician does not have a way to respond to the requester. In summary requester initiate a chart but there is no way a technician can respond to the chart (No available chart room for tecninican)!
User Information
We have multiple domain controllers. Now, when we select the Requester, it automatically fills up the requester information and their contact details and location from AD (I suppose). But, what we are noticing is that there is an issue going on where the user location is wrong which it is being pulled from AD. The users AD account has the correct location, but it displays a different location in the ticket. What could be wrong here?
Unable to login after AD / LDAP changes
We have an On Premise installation of ServiceDesk Plus (v9.4.16) with LDAP integration. Recently, our DC that we connect to LDAP had issues and had to be rejoined to the domain. I am now unable to log into ServiceDesk with Domain accounts. Both of our Technician accounts are Domain accounts as well and we do not have a local account with admin access. I know the server is running because I am still receiving emails for new tickets. I'm just not able to login.
[Webinar recording] How to implement continual service improvement in your help desk using analytics - Part I
In case you missed the first part of our three-part webinar series on implementing continual service improvement in your help desk using analytics, here's the recording. To register for parts 2 and 3 of this webinar series, click the button below.
modify approval field
Hi, I need to know if is it possible to modify the approve request field using, for example, mail commands an if an trigger can be scheduled when the application is approved
self service portal
is it possible to change the submit your request widget to the template directly?
CSV Import requesters with same email
Hi, there is a way to import via CSV a lot of requesters where most of them share the same email address? I tried a bulk import but records are overwritten. Thaks, Regards
Surveys
Hi, Is there a way to send a survey to a particular user or does it have to be sent out after a certain amount of calls have been closed?
How can I change the list of Default Filters for the requesters?
I cannot seem to alter this list - add a specific filter, or even remove filters. Some of them are very confusing for the end-user. Is this normal ? Do you have a workaround ? Because requesters cannot even seem to create their own views.. thx D
Automatic support group determination based on SAP transaction
Hello, There is an interesting post about requests coming directly from SAP into ServiceDesk Plus. Using this integration, your tickets will be sent to the relevant support group immediately, without any effort from the end users or the agents. https://sta-technologies.com/automatic-support-group-determination-based-on-sap-transaction/ Hope you find this interesting. Cheers, Tamás
Decoding pending help desk tickets using Analytics Plus
Tickets in any status other than 'closed' can be categorized as "pending". These include unassigned, on-hold, and open tickets that are being worked upon by technicians. Pending tickets are a little complex to understand because each help desk has its own way of categorizing them. A classic example is marking tickets as 'resolved' and not 'closed' after answering the customers' question. Some help desks follow this practice to ensure that the customer is completely satisfied with the technician's
SDP - Problem connecting to mailbox
Dear Support Team, Still fighting with a common problem mail fetching from Exchange 2013. Tried everything, all the protocol, ports, enabled/restarted services. Everytime I get FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. Please assist.
Custom Trigger Not Working - "Set Request Status to In-Progress upon Requestor Reply"
Hi Folks - In month's past, I implement the solution located from this topic: https://pitstop.manageengine.com/portal/community/topic/how-to-set-request-status-to-in-progress-when-a-client-responds-to-request However, with the 9.14 upgrade, it's not working anymore. I'm also not seeing anything logged in the System Log Viewer. Can someone please recommend a solution? Thanks!
Upgrade failed from 9300 to 9335
I took a snapshot of the VM. I took a manual backup and then did an upgrade. While upgrading it pointed me that it wil not support IE 9 anymore, and I said yes and proceeded. Then it asked me to backup again in GUI. I said YES. as I said YES within seconds I got a message Upgrade failed. I reverted back to the oirginal VM I took a snapshot. I forgot to take a copy of the bakcup file and keep it separate bust just did a REVERT Of the snapshot. Now I get an error message. The services keeps stopping
Change incident catalog icons
Currently using the professional edition of Service Desk Plus and have been building our incident catalog, however, I seem to be unable to modify the icons that are displayed next to each service category without having access to the service catalog module which is slightly bizarre. I found a post (https://pitstop.manageengine.com/portal/community/topic/changing-service-categories-icons) from 5 years ago and SD-49758 being attached for development but nothing since. Am I missing something or has
The most basic ticket reporting - how to?
I'm new to my position as Director of IT and I've inherited a SD SaaS implementation. We have a 3 tech team - with the bulk of tickets falling onto our Tier 1 member. SD is very rich in its reporting - but it seems to leave out the basic metrics that - at least - I'm looking for in the pre-made reports. - How many tickets did we receive last month? - How many did we close? Can anyone point me in the right direction - especially one that doesn't involve creating such a report? Thanks.
Requester - Format for E-mail Id(s) To Notify
What's the recommended standard delimiter for e-mail Id(s) to notify field? Which of the following? A. semi-color (;) test@gmail.com; test1@gmail.com; test2@gmail.com; B. comma (,) test@gmail.com, test1@gmail.com, test2@gmail.com, C. dot (.) test@gmail.com. test1@gmail.com. test2@gmail.com. D. space ( ) test@gmail.com test1@gmail.com test2@gmail.com E. Copy and Paste from Outlook Test <test@gmail.com>; Test 1 <test1@gmail.com>; Test 2 <test2@gmail.com>; How do you convey this format to the end users?
Comments Not Displaying Correctly in Reports
Hello, when we run our weekly project reports the milestone/project comments are displayed with extra line breaks and occasionally some HTML code. This just started since upgrading to version 9414. I've attached an example of how it looks when entered into project/milestone comments vs how it looks in our report. We are on version 9414 and use MSSQL. Please let me know if you need any more details. Thank you!
Asset managing
Hey, i'm trying to manage my IT asset laptop, normally i would have selected a OU and scan periodicaly these device without installing an agent. I see I don't have that option I can only import CSV. How do you manage your asset ? Is there a best practice ? thanks,
Deletion of old patches
Morning, Lucky here from South Africa My patch folder is 13.2GB big, i have patches dating from 2014 up to date, my last patch is 9.4.0-SP-0.16.0 . What is the impact if i delete old patches from 2014 - 2017 to free up space on my server? Are the patches interdependent ? Regards Lucky
Migrate Servicedesk plus from v9.3 build 9300 to v9.4 on a new server
I am planning to migrate the servicedesk plus to Windows Server 2016 and I would like to migrate the older version to the newer version. I see that you all are saying that the DB can only be migrated from the same version. So, what if I install the newest one on a Win2K16 server and want to have the older data to be imported to the new one, how can I do it? Appreciate your feedback. Thanks in advance!
Purchasing Webshop
It would be great if we could have a webshop page in SDP so our customers can raise a request for new equipment by simply selecting items from a webshop style page, then this to be linked to the purchasing section and following the approval work flow etc.
Report on Shared Requests
Possible to get a report that shows shared requests (incidents and service) on hold status? Would like who shared with, when shared, requester, technician, title, request #, created date. using ver 9413 on MSSQL Thanks
technician notification rule is not working when a new request is created
technician notification rule is not working when a new request is created, did anyone got any idea about this. our build is 9.4 Build 9416.
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