Change a Date/Time field back to blank
Hello, we have ServiceDesk Plus Enteprise 9.4 (9409). In the Change Module we have an "Additional Field" of Date/Time. In this field we have put a date/time some days ago, but now we want to change it to blank (N/D) and we can't do it. Is it posible? Thank you.
Translate service catalog message
How can I translate users service template catalog's message? I couldn't find it on translate menu.
Very Total time spent
Is there a report for really total time spent by each Technicians on Requests, Projects and standalone Tasks? we're on SDP 9.4 Build 9415 thanks alessandro
A Reminder on task for you.
Hello Everyone, I am trying to locate the notification template for "A Reminder on task for you". that i received. I checked all the notification under Notification Rules\Tasks tab, however, non of the enabled notifications matches the one i received. The notification I received was for overdue task. Please assist. Thank You Raed
Filtering specific data within a custom report
I've recently created a custom report on survey's that were sent to my employees, however I have to somehow separate (possibly by using a filter) the surveys that have been completed along with the surveys that have NOT been completed. I'm not quite sure how to set this up. I did add a field called "Rating" within the report that does give me not assigned, if they have not taken it, however below that it is showing the rating numbers. I'd prefer to have that instead say "completed" or "assigned".
Preventing "Automatic reply" emails from creating new tickets
We have technicians who are emailed daily/weekly/monthly reports from SDP. Whenever they are out of the office and have enabled automatic replies, a new ticket is always created. Deleting it only takes a minute so it's not a HUGE deal or anything, but it it's a bit repetitive. I was looking in Business Rules to see if there's a way we could just discard the email and under actions, there's one called "Negate." I looked in your documentation and couldn't find anything for this rule, but I'm assuming
Upgrade process for 9.3 build 9300 to 9.4
Can someone provide the correct approach here? Can we just apply the latest PPM, ManageEngine_ServiceDesk_Plus_9_3_0_SP-0_35_0.ppm, for 9.3 to take us to 9.4? This is what we did for 9.2 to go to 9.3. Thanks.
Hide Status Comments in Change template
I need to be able to hide Status Comments in a change template, and cannot for the life of me figure out how i t is done. Have tried to use field and form rules but it does not provide this field as an option when I try to hide it or disable it.
Service Request Template Technician view only
Easy one...I have a Service Request template. I have the "show to requester" UNCHECKED. Should Technicians still be able to see and use it? I originally thought they WOULD be able to. I want to make a template for Techs only. If the above is incorrect, how would I do this? I ask because I have this and one of my senior techs gets a "not authorized to view this page" when I send a link to the specific template. Thanks David
Reply / Forwarding Mail in conversation Continue to use incoming date as variable
Hello, we also send e-mails to external service providers via an ID. If we then answer or forward the service provider's mail, the date of his mail cannot be indicated as variable, right? As a normal reference as with a mail client. The variable $Title takes the subject of the mail, but $CreatedDate does not take the creation/send date of the mail. Can someone help me to use the send date as a variable? Thank you very much. Christian
Table Aliases
have this query for ServiceDesk Plus 9.4 and mssql 2014 having trouble finding the table aliases: can someone please help ELECT [CI].[CINAME], [ChangeDetails].[CHANGEID], [ChangeDetails].[TITLE], [ChangeDetails].[DESCRIPTION], [ChangeDetails].[COMPLETEDTIME] FROM [ChangeDetails] LEFT JOIN ChangeToCI on ChangeDetails.ChangeID = ChangeToCI.ChangeID LEFT JOIN CI on ChangeToCI.CIID = CI.CIID order by [ChangeToCI].[CIID] Thank yoiu Rich Gruenfelder
Restoring Backup Failed after Changing DB
After upgrading to latest build and changing DB from pstgre to mssql, i experience an error on restoring the backup, see print screen attached. Looks like a .png file in the backup is causing this problem. Then i tried to reinstall SDPlus and tried to restore the backup again, it result on same error. Then i tried again restoring backup on couple days ago, it is still the same error. Seems like all backup file are corrupt. Any suggestion on how to solve this? Thanks all in advance! :).
Creating UI for service desk plus
Hi I need some help in creating a Ui that pulls data from my help desk ? Any guidance ?
Clear Text in a Field
Dear All, During some searching yesterday I came across a script that would allow you to put guidance notes in the Title Field and Description Field and would pop up an alert if the user didn't change them before saving the record. And then I got asked to do just that this morning, and now I can't find the post. And believe me, I have searched and searched. Can anyone remind me what it looked like? Thanks In Anticipation Ian
Creating a UI for service desk plus
Hi All, I need to code a UI for service desk plus to be able to pull our current logs.. Any guidance?
SDF-25339 - Merge Notifications
Is there any advancement on this feature request? We have issues when 2 staff members put in duplicate requests and not knowing that their case is merged with another. This leads them to think that their request was just simply deleted and understandably causes anger on their end.
Associate Component to User
We created an Non-IT asset called Peripherals and what to assign peripherals to Users. But, the option is not there. All we see when changing the Asset State to In Use, is Associate to Asset. See attached picture. We also want to see Associate to User or Assign to User.
System and hardware requirements for self service
Hi, What are the system and hardware requirements for self service? We have 5000+ users in the company that could potentially use self service (over 10 different self service request types) but i need to know what the system and hardware requirements are in order to avoid the system crashing if a large number of users start using the system all of a sudden. DB: MSSQL Build: 9.3 Build 9335 Thanks.
Update without running a backup
I ran a backup by hand last night. Today then I try to update it is telling me a backup is recommended and trying to run one. Is it possible to force not to back anything up when I'm doing an update? I'm on build 7611 and I need quite a few updates.
Technician reply custom trigger
Hi there, I want to add a custom trigger when a technician reply to a request through portal, the same way that is possible when a requester does it. Can anyone help me?!!
Unable to restore the Backup
Build is 9414. Trying to restore the backup on test environment. Attached the error display.
Google OAuth
Hi, Does anybody has make the configuration or integration between SDP and Google, to use google´s oauth? Best regards.
Email Reply Not Updating Existing Ticket
We are experiencing an issue with our ServiceDesk Plus where a user replies to an existing ticket and it will not update the ticket. It happens sporadically and we have not been able to find the cause. We have reset the server twice and still we are seeing an issue. We first noticed it when the system crashed due to our server hard drive being full but we have cleared that up. Any help would be greatly appreciated. Current version 9334
Upgrade to 9400 without no backup
Hello to all, is there any way to upgrade to 9400 build without force a backup? In old versions we could add this line to disable a backup during upgrade: -Dtier-type=BE -DSDBackUp=false Could do something similar in new version? Thanks in advance
Filter Categories by User Groups
Is there a way to only make certain Categories visible to certain User Groups? I know templates can be displayed to certain User Groups, but I'd like to do the same thing with Categories. Or is there another way to filter them by site or region perhaps? Essentially it would be great if when creating the Categories, the same option that's available when creating an Incident Template is available there as well. See attached screenshot.
user onboarding
How do you guys setup user on-boarding process on Service Desk. It seems to me that the task feature might be limited on handing off from one tech to another tech if you have several tier levels. Just want to know how others have setup their new user on-boarding in their ticket system. This entails such things like: Has the computer profile been setup Has Wi-Fi Been deployed out to the computer Has the printer been installed for that specific office location Thanks, Z
SDP Mobile App and Assets Scanning
We currently have SDP premise and have the mobile app on our iPhone. We are about to perform a physical inventory of our equipment and wanted the techs to be able to scan our barcode with the mobile app to look up the device. Inside the app, I go to Assets> Scan Assets. The scanner reads the barcode but then says No Details Found. This also happens when I type in the barcode. Is there a way to do what I'm asking? If not we will have to go back to pen and paper.
Request status change approval
Hi everybody Is there some way that a technician request an approval before change the status of a request? We are looking for some kind of workflow that prevents that a technician change the status of a request without an specific approval of a manager Thanks for any comment
Unable to remove date from field
I entered a date in one of the date fields in the default request template. Now every request opened with this template has this date filled in. How do I remove this date from the form?
IT analytics in 90 seconds: Ticket burn rate
Do you know your help desk burn rate? Watch this video to learn why it’s important and how to track ticket burn rate using analytics. Click the download button below to get started with your free 30-day trial of Analytics Plus. To download ServiceDesk Plus on-premises, click here.
Setting the Change Approver
Hi We've just installed Manage Engine & so far, so good. I'm setting up the Change Management module & can't see that the ChangeApprover field can be added to the template. Is there was a way of setting the ChangeApprover dynamically on category selection? For example, If the change related to Infrastructure , the ChangeApprover would be set as our Infrastructure Manager. If it was an SQL change it would be set as our DBA lead. I can set up templates for 'Infrastructure Change' or 'DBA Change' etc.
Ticket retrieval from Archive errors
Hello Team, I have a question about the tickets that have been archived. I am sure these tickets cannot be searched but when we have the ticket numbers some are accessible while some give you an error like the screenshot attached. Just wanted to know what do you think might be wrong with the ticket retrieval? Thanks and Regards, Kishore
ServiceDesk Plus 9415 Released
Dear Users, SDP 9415 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Vulnerability : SD-72109 : XSS vulnerability found in the asset details page is fixed. SD-71576 : XSS vulnerability found in Change Calendar is fixed. SD-72080 : Directory traversal vulnerability found in file upload is fixed. SD-71495 : ZipSlip vulnerability found in distributed asset scan is fixed. SD-72568 : Vulnerability in deletion of default
support group owner as changemanager
Hello, i want to set the group owner (support group owner) as the changemanager. i looked at few post but group owner subject is not the most wanted subject. any idea anyone ? Regards, Martin
Is it possible to assign a task based on technician field?
I would like to check the status of all tasks on an incident. If they are not closed I would like to assign remaining tasks to the technician in the Technician field. Looked through Field and form rules and don't see an option that would look at the task status. Will "Set Tasks" assign to technician or just add the task to the incident?
FAFR to make a field visible only for certain users, based on Support Group
All, This is a little complicated. We have some people in our organisation who are set as Technicians, because they manage some requests that we record in SDP. However, they are not ICT Technicians. When they are submitting an Incident or Request for ICT they see all the fields that are available in the Technician view of the Template, meaning that some fields that we expect ICT to complete are shown and are mandatory for these people. Ideally we don't want to have to give them different logins as
purchase order attachement
Hi, I need to send the purchase order to the vendor as file type pdf instead of html. Kindly advise on how to do this. Is there any default setting available in the servicedesk for this? Regards Murali Abu Dhabi
Combine Task/Request in one report
We'd like a query to capture both Tasks (request, change, project) and Requests that are over not closed and are older than 6 months - sorted by Technician: Technician Request/Task ID Request Status Created Date Created By Subject Project Title We'd like to be able to modify the query to filter by Technician
Script master 21 : Auto share requests to groups specified in the tasks associated with the request
There may be a scenario where multiple people like testers, developers, and deployers might be involved in a request fulfillment. For that, the progress of the request has to be constantly monitored by them. However, they cannot be given full privileges to access all requests associated with a site/group/department. This script will automatically share the request to the groups assigned to Tasks associated with the request. This can be also configured on 'Request custom menu' so that the action
Two tickets raised from one email
Good Afternoon, We appear to be having an issue when a user is emailing the email which forwards on the request to the helpdesk it creates two tickets which are the same. Does anyone know if there is a setting or any suggestions on how to resolve. Thank you in advance.
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