Change icon for create ticket
Dear Support, Can you please help me out the change the icon of report an issue and create a new service request.PFA
Announcement Behavior Change: Display event date and times rather than announcement date and time
Good morning, I'd like to recommend a change to the current way announcements are displayed. Presently, when you configure an announcement, you configure the duration (date and times the announcement will be displayed). That date and time is displayed on the requester home screen. For example, I'd like to announcement that we are upgrading one of our applications (called "Felix) on June 30, 2018 from 02:00 to 04:00 AM. However, in order for the announcement to display from today, June 27, 2018 until
Installing .PFX certificate
Installing .PFX certificate Hi everyone 9.4 Build 9409 production 9.4 Build 9412 tested 9.4 Build 9412 tested I am Trying to install a pfx wild cart certificate. I am following the instructions on the Installing .PFX certificate page of the help site. The page makes reference to a "<!-- SSL/TLS Connector configuration..." in the [ServiceDesk Plus Home]\conf\server.xml my file don’t contain this section for version below 9400 the file is located under [ServiceDesk Plus Home]\server\default\deploy\jbossweb-tomcat50.sar.
create new request from MS flow
I am trying to post a new request into Servicedesk pro using Microsoft Flow, does anyone have any decent examples. At least a decent example of a post that I could use to determine the best way to do this.
SDP - Technician wich can add new users (requester)
Hi how can I make a Technician who can create new users(requesters)? don't want to make him ADAdmin. I test with a ROLE option "Adding Requester" enabled and view: "All in group & Assigned to Technician [Requests and Changes only]" because don't want him to see all requests. but when I login with the technician don't see the admin tab, also cannot see the add requesters in the quick action under request menu neither. any help? thanks
ServiceDesk Plus 9412 Released
Dear Users, We are glad to announce the release of latest servicepack 9412 for ServiceDesk Plus. This servicepack includes 27 new features , behaviour changes and bug fixes. Take a quick tour of our new features. Check out our Readme for more and download the servicepack here. Try our demo before upgrade. Step by step installation process can be accessed here. Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Description Field Length
Is there any place where I can increase the visible description length? It seems that I can add a pretty long description; however, the visible description seems to be truncated, though there is enough real estate/space for a longer description to be viewed. Please see attached.
Alert Requesters Manager/"Reporting To" when Request is put in
Is there any way for a users "Reporting to" user to be notified and/or CCd on a ticket what a user emails in a ticket? I would like users managers to be notified when their employee puts in a ticket.
Custom notification for 1 specific user?
I have a custom email notification when a request is created. Would like to know if there is any way to have another custom template for 1 specific user.
Join us in Denver or Seattle to transform your IT management: ManageEngine Seminar 2018!
We're hosting a free IT management seminar on Tuesday, July 24 in Seattle and on Thursday, July 26 in Denver, and we'd love to have you there! We're going to be touching every aspect of your IT, and you can expect some great insights and fun discussions. Click here to check out all the details. Click here to check out all the details. What's in it for you? Discover ways to simplify complex IT tasks and improve business productivity. Learn some best IT practices for your organization, brought to
Upgrade failed: Problem during installation of patch: ERROR: column am.amcanorder does not exist
Hello, Could you please help the error when upgrade with issue "Problem during installation of patch: ERROR: column am.amcanorder does not exist" Application server: Linux redhat 7.5 x64; SDP 9.326 DB server : Linux redhat 6.10 x64; Postgres 9.6 Update from SDP 9.326 to 9.334 Thanks, P
Too many categories
Our IT Department is split between five different groups. Each group has their own specific responsibilities and very rarely overlap with each other. At the moment we have all the categories that each group uses listed but it's gotten rather long and you have to hunt to find the best category for a ticket. Because of this and the high workload the techs tend to use a generic category we have listed and that doesn't give us a very accurate reading of what we all do day to day. But it's fast and their
Rejected requests with more than one approver are not closed automatically
We have configured in SDP the auto closing option for rejected requests. This option is currently working in simple cases, but if we reject a request that have more than one approver per phase, this request is not closed automatically. Do you have any idea of the possible cause? Thank you. Simone
Tasks as Mandatory Field for Request Closing Rules
Hi Guys, Is there any way in ME SD that before a Requests can be closed, the system must make sure that all associated tasks for the request must be Closed? Thanks D.
ServiceDesk+ INC -> JIRA Issue -> ServiceDesk+ INC
Greetings, I have SD+ installed in my Dev Environment and one of the selling points I need to demonstrate before management will purchase the product is integration with our On PREM JIRA install. I was able to get SD+ to make a ticket in JIRA however and I get the pop-up that says "Ticket created with Id: 23508 and Key: CRM-2619" however the JIRA_ISSUE_ID and JIRA_ISSUE_KEY fields do not get populated in the SD+ Incident ticket. I am also unable to get the Second half of the equation to work with
Selectable templates for Announcements
We have a 'traffic light' style announcement system for notifying staff of: * Information - Green * Important - Orange / Yellow * Critical - Red For each of these we have a template with the correct color scheme etc. I would love to see a selectable template in the announcement feature where we could choose the severity of the announcement before it is sent out. A drop down to select form a pre-set list of templates would be great and allow us to continue with our overall branding of the ServiceDesk.
Home Page customization
Is there a was to create additional home pages? I would like to create an additional page, but it seems to be limited to technicians and requestors. I would like to add Change Managers and maybe one more. Is this a possibility? Also is it possible to edit the existing widgets? I would like to modify the "My summary" Widget.
ServiceDesk Plus Development Bug Tracking / Feature Requests
Greentings All - I am a new member to the community, am using the trial of ServiceDesk Plus, and am ready to propose purchase of Enterprise, but my experiences in clarifying bugs and announced features not yet available is preventing me from completing that proposal. While their is good documentation for many of their products, there is no documentation or consistancy that I have found with ManageEngine / SDP support. I will share some experiences, and I will share some ideas. Please share your
Field Dependancy
Hi, We are trying to add additional fields to Incidents and Requests to identify the Floor and Room that the Requester is located in. So we may have, as an example, the Floor field as First Floor and the Room field as Meeting Room 2. We were looking to have two separate fields, with the Rooms only showing for the selected Floor. This would work similarly to Category and Sub-category, but I cannot seem to find any way to make it work. Does anyone know if it is possible and has anyone done this previously?
add an attachment to a CI using REST
Is it possible to add an attachment to a CI using REST ? I cannot seem to find how to do this ? thanks
Using the API to pull open tickets
Hello, I am using powershell to script somethings. I was wondering if it is possible to use the API and powershell to pull only open tickets? Thanks!
Importing Requesters on Full domain results in an error
When i go to import requesters and I click Import Now, then select the full domain or top level OU, it takes me to this error screen in the attachment. I can dig deeper into the OUs and do smaller batches, but when i try to import the top level it results in an error.
Export to Excel
Hi, I wanted to export the list of Statuses from within the Helpdesk Customizer, but this just throws me an error in Excel. Is there a way that I could build a report and then export the list from there? I will admit that I am new to SDP, although I have lots of experience with other toolsets. TIA Ian
Can't get Mail Fetching to work after migration to O365 outlook.office365.com
Hello, after migration to O365 I can't get Mail Fetching to work. Sending email via SMTP work fine. I've tried multiple settings IMAP/IMAPS/POP/POPS etc with different settings and credentials. Kindly see attached log file. I would appriciate any help and tips that will help solving this case. Our version: 9.4 compilation 9407 Ports are open. Br, Maciej
Custom Report
How do I create a rolling 12 month report that shows the number of tickets opened in each month by category?
9412 survey enhancements feedback
We just upgraded to 9412, and I would like to give some feedback on the survey enhancements. For starters--I really like the updated look. Feels nice and clean. However, there are a few issues: On the User-based report at the bottom of Survey Reports, all of the surveys are ordered by Response Date ascending. This means in order to see the most current survey results, we have to click the next button a hundred times, or use the filter on the left. I think it would be best sort these descending instead
Tickets automatically re-opened when sent to alias of primary email address
I am new to Service Desk and have been trying to troubleshoot an ongoing issue that we have been having. Periodically when we try to close a ticket the ticket is automatically re-opened within minutes. I have finally seemed to identify a pattern. It seems that this occurs when someone outside our organization sends the original request to an alias of our primary ticket address. My assumption is that it relates to Service Desk Plus including the alias email address in the close notification.
Active Directory Sync
When a scheduled Sync is set - are you able to select specific Folders in Active Directory to sync and not the whole Tree?
Self Service Portal URL
HI Can't seem to find the default Self Service Portal URL CAn you tell me what the address is?
Delete closed requests older than 12 months
Hi, With GDPR on the table and the general way of how personal data shouldn't be kept for longer than needed I'm curious if there's a good way to delete older requests. I *think* I can do a simple custom view where Request status is 'Closed' and Last Update Time is less than the date a year ago to get all the closed requests that havn't been touched since then. Though I can work with such a solution I'd much rather automate it, cause I have a feeling it's a task that'll get tedious in a hurry. Is
Print Preview Function- How to add ( include) task details?
Hi All, Print Preview function is usefull. But i have some taks in a request, i want to print our request and the same request taks, is it possible? Or there any different method? Report,etc...
Advanced search rexecutes last search everytime you click on it
I have noticed that the advanced search reexecutes the last search that was executed every time you go to use the advanced search. This takes a long time to load the search, would it be possible to clear it some how so every time you use the advanced search it starts with a blank search so it is quick to load? I am currently running SDP 9.4 Build 9409 with MSSQL database.
Delete Table Views in Upgrade to 9.4?
I have been in the process of upgrading a test environment to the latest version, and noticed that things got a little more complicated with the upgrade to 9.4. I have waited for the migrations to complete, but I also found a reference to deleting table views in the database. The only view that exists in our database is the sdp_DateDiff view - is it necessary to delete this one? Or is it more meant for deleting any custom views that admins may have created?
Workstation type
Is there any posibility to specify new type= Server? Because there are already 2 types:desktop and laptop.
Query Report for Requests Received per week for the last 5 weeks
Good day I need to add a widget to our Dashboard that is similar to "Requests Received in the Last 20 Days" but I need it per week for the last 5 weeks and not per day. I have looked, but there is no way I can edit this Widget or any standard report that I can edit to provide this report. I also tried to look at SQL queries, but without success. Is there maybe an SQL query I can use to provide a similar report, but that show the data per week? Database: PGSQL Version: 9.4 Build 9409 Thanks Ryno
Cannot report on "Impact Details" field
I'm not sure whether this is a standard field in ServiceDesk+, but I'm unable to report on a field called "Impact Details" We do not use this field anymore in most of our templates, but some still have this field visible. Before removing it from the templates in question, I wanted to make sure that no one really uses it anymore, but when I went to Reports this field was not visible to report on ("Impact" is, but "Impact Details" is not). It cannot be selected as criteria, and it can't be displayed
Wrong timezone and time
Here is CentOS command promt output after a fresh trial version installation: [root@centos-2gb-nbg1-dc3-1-ServiceDesk bin]# date Fri Jan 26 18:42:31 EET 2018 [root@centos-2gb-nbg1-dc3-1-ServiceDesk bin]# ./java -cp time.jar Time TimeZone sun.util.calendar.ZoneInfo[id="Europe/Berlin",offset=3600000,dstSavings=3600000,useDaylight=true,transitions=143,lastRule=java.util.SimpleTimeZone[id=Europe/Berlin,offset=3600000,dstSavings=3600000,useDaylight=true,startYear=0,startMode=2,startMonth=2,startDay=-1,startDayOfWeek=1,startTime=3600000,startTimeMode=2,endMode=2,endMonth=9,endDay=-1,endDayOfWeek=1,endTime=3600000,endTimeMode=2]]
Assets with the most incidents
Hi, Is it possible to create a report showing the assets that have the most linked incidents/problems? Thanks
report on running work timer
Hi, I'm trying to create a report that shows us any tickets for a particular technician whose work timer is currently running. Sometimes techs tend to forget to stop the timer. I'm trying to find a field/property that would show me whether or not the timer is running, but had no luck so far. Is it possible at all? Any suggestions would be greatly appreciated. Thanks Martin
[Free ServiceDesk Plus training] : Masterclass webinar series
Hello there, On April 12th we started our free, eight-part training series on the major modules in ServiceDesk Plus. This ServiceDesk Plus Masterclass series was designed to help you make the most of ServiceDesk Plus and implement ITIL best practices to improve your service desk's productivity. We are nearing the end of the series with just two sessions remaining. Unlike previous sessions, where we discussed ServiceDesk Plus' major modules, these sessions are about additional customizations
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