[Community Digest] ServiceDesk Plus - June 2021
Here is the monthly rewind for June 2021! Version and Build releases: · 11205 (Released on 01 June, 2021) · 11206 (Released on 23 June, 2021) · 11207 (Released on 25 June, 2021) · 11300 (Released on 28 June, 2021) Check our ReadME article for
Mandatory suggestion in survey form
Hi How to mandatory suggestion field in survey form. Thanks
Help with understanding "escalation"
Hi, In SDP, there are SLA escalations, and also an "IsEscalated" yes/no field. I also know that an "escalation" may be when a junior technician needs to pass the ticket to a senior technician. Is the IsEscalated field just linked to SLA escalations,
ESM Planning - Department Planning Template
Hi All, Possible cheeky query for the customers that have/started to implement ESM in their company. Any one have a basic template to kick off planning sessions with each departments? If so what kind of questions did you ask? I know what I need to plan
I NEED REINSTALL SDP 11010
Hello, I need to reinstall SDP in version 11010, my backup is in that version and I lost my server on premiss, someone can you help me to download it.
Need to delete all users
Hello, Fresh build, did an AD import and it's pulled through all users as well as a whole bunch of garbage that I now need to redo, however I can only delete 100 users at a time. Is there some way to delete them all at once as 100 at a time is going to
ADSelfService Plus 6107 released !!!
Hello everyone! We are elated to announce the release of build 6107 with significant new enhancements. Enhancements: The jQuery library used in the product has been updated from version 1.11.3 to 3.5.1. The Bootstrap framework used in the product has
Migrate ManageEngine product to another domain
Hi, i has a question, we are going to migrate our manageengine product server to new domain, as part to reduce diferent forest in our organization, currently we got servicedesk, opsmanage and desktop central connect to ms sql, all this server join to
Field and format changes of Solution V3 API
Hello Users, We have made some changes to the format and field names in the Solution V3 API (URLs starting with /api/v3/solutions) effective from version 11200. We recommend incorporating the changes as early as possible. The support for the existing
[Term of the Day]:Chargeback
Term of the Day “Chargeback” Definition — What is a chargeback? A Chargeback also called a payment dispute is the act of a customer filing for the return of their funds directly with the bank. When a buyer makes a purchase, they pay the required
The default Custom Function (Custom mail notification from request) NOT working
Hi - There seems to be lots of issue going on with the Custom Script and Custom Functions in SDP lately. I'm trying to use the "default" send email notification Custom Function but I keep getting the following error: "Error at line : 17, Function specified
Can't transfer SDP to new server
We want to transfer SDP 1. Now, we have SDP standart 11.2/11207 free version with database postgresql. Stoped service ManageEngine ServiceDesk Plus in services.msc, do a manually backup from cmd (administrator) - C:\Program Files\ManageEngine\ServiceDesk\bin>backUpData.bat
MDM_AGENT not work
Hello MDM agent does not work on Mac OS No icons at the top of the desktop Permission request is not asking
Encryption Status via API
Howdy, I've reviewed the API documentation at www.manageengine.com/products/desktop-central/api/ and have not found an answer there... I was wondering if there is a way via the API to check the encryption status of devices, i.e., BitLocker, FileVault2,
[Term of the Day]: Fork Bomb
Term of the Day "Fork Bomb" What is Fork Bomb? Fork bomb, also known as rabbit bomb or wabbit is a program that harms a system by making it run out of memory. A fork is a recursive bash function in Unix and Linux systems that is used to generate a
Changes Widget for Technician's Homepage
I would like to create a custom widget for the Technician's homepage for Changes. I tried to use a link from the Changes tab with the Open changes visible, but it did not give the expected results. Even something like the Mini Calendar from the Change
Weekly Technician Reports
Hello, We would like to create a report that shows the following data from the prior week. We would also like to only see Techs assigned to the Service Desk support group. Please see table below for layout Edit: We decided No. of tickets reopened
Closure: Comments & Request Closure Comments
Folks, I have another usability question for the group: When a technician closes a request on behalf of a user (which, for now, is always the case for my team since we haven't introduced self-service), we are presented with two comments fields: Comments, and Request Closure Comments. From what I can tell (although I could be wrong), Comments The comments field is not viewable in the ticket itself (either to the tech or the requester), but it will display in the History tab and shows up in
Have Reports Emailed Directly as PDF (No Zip File) Current Version
Is there anyway to have reports emailed as PDF attachments rather than ZIP files? This has been answered in the past, but answers are years old and do not appear to apply any longer. Thanks
Access custom query report per account
Hi, I want to generate custom sql query report for a account manager that access to report tab. But I don't want to show to all others account manager. As matter of fact, I want to generate custom sql query for specific account manager only. What should
[Reports] Time elapsed on open tickets?
I'd like to set up an average age of open tickets report but the time elapsed column seems to only work for tickets with a closed status. For open tickets it just returns 00:00:00. Is there a way to do this through the GUI or do I need to figure out custom code for this? Thanks!
How to implement help desk driven identity and access management with the Jira-ADManager Plus integration
As organizations scale up, the help desk ticket volume also grows parallelly. IT help desk tickets for password reset, user account lockouts and user provisioning often involve switching between the help desk console and other applications. Hence they
[SDF-31182] Roles Permission for technician
A role with the name of "IT analyst" is assigned to a technician in SDP. This role should be able to pickup tickets for himself but he should not be able to assign tickets to other technicians. However, when the permission of assign technician is removed
[Term of the Day]:Critical Success Factor
Term of the Day “Critical Success Factor” Definition — What is CSF? Critical Success Factor (CSF) is a management term, also known as Key Success Factors or Key Result Areas. The term "CSF" was initially used in the world of data analysis and business
[Tips & Tricks] Disable access to assign tickets to other technicians
There could be a lot of reasons that you'd want your technicians to have access to pickup requests but not to assign requests to other technicians. In ServiceDesk Plus, the pickup and assign requests permissions are linked in such a way that you either
User acknowledge for Assigned Workstation/Asset
Hi, We currently capture all our workstations and other IT assets in IT Online. We do have a manual process of having user acknowledge whenever they've been assigned IT equipment. We would like to bring this process online into SDP. Any idea how? Support
Asset Explorer Scan With IP
Hi in asset explorer when enable Schedule Scan, scan asset with CI name . but this is good when you have DNS server and all ci name config in dns server , so the scan show successful BUT !!!!! when you don't have dns and ci name is different with dns
PAM360 new build 5100
Hi, PAM360 5100 has been released and is now available for download. A few enhancements have been rolled out in this release along with some important bug fixes.Please see our Release Notes to learn in detail about the same. How to Upgrade to Build
SDP known issues inaccessible
Service: https://creatorapp.zoho.com/servicedeskplus/sdp-known-issues inaccessible.
[Term of the Day]: Air Gapping
Term of the Day "Air Gapping" What does Air Gapping mean? Air Gapping, also known as air wall or disconnected network is a cybersecurity concept that refers to an individual device or network of devices that are not connected to the internet whatsoever.
[SD-93751] Maximum size of an attachment not work in Contracts, Purchase, CMDB
I changed the value from 10 to 70 mb But this error still pops up in Contracts, Purchase, CMDB.
ESM Request for all instances
Hi, We are going to look at using ESM for HR, IT, Facilities etc. How would we be able to create a 'global request' that each instance receives a copy of? For instance a new starter template, leaver template? HR, Facilities and IT need to receive these
Pre-booting an endpoint before patching
Can anyone tell me if its possible to add a Pre-boot step to an endpoint (pc) before patching? I often run into patch failures due to the user leaving their PC on with the software I'm trying to patch running. I'd like to be able to set the job to reboot
Limiting RDP through PAM interface, and not Windows rdp etc - GPO?
I would like to make using the PAM interface the only way to RDP/ssh to servers. Is anyone else doing this? And if so, how. GPO?
Introducing the new, unified agent for asset discovery in AssetExplorer
Hi there, AssetExplorer has replaced its existing asset inventory agent with the all-new, unified agent courtesy of Desktop Central, the unified endpoint management solution from ManageEngine. We are very excited to bring you this latest update that
[Term of the Day]:Regression Testing
Term of the Day “Regression Testing” Definition — What is Regression Testing? Regression Testing is a type of testing in the software development cycle. It's a system-wide test that’s intended to ensure that a small change in one part of the system
Generate new timesheet daily
Hi, I'd like Timesheet feature and I think it's useful for our organization. In my scenario, we should generate new Timesheet daily for all technicians. I think it's very cheap. It would have been better if this had been generated automatically. Some
[SD-92864] ISREAD feature for read shared request
Hi, I shared my request with other technician. Now I want to know the request when was opened by other technician. I want to track request from other people for read request. Whats should I do? Do you have any solution for this needs? SDP v11.1.35 MS
SECURITY EXCEPTION in scheduler
After update from 11141 to 11204 the schedulers task does not work. Befor update it worked good In the server log I see: -------------------------------- [skip] [09:19:32:529]|[06-07-2021]|[com.manageengine.mdh.MDHFilter]|[INFO]|[58]: PORTALID : 1| [09:19:32:529]|[06-07-2021]|[com.manageengine.mdh.MDHUsers]|[SEVERE]|[58]:
Unable to restore database
Hi, When I restore backup this error appears: My backup Version is:1121 My Fersh installation is:1121 Unable to restore database : The INSERT statement conflicted with the FOREIGN KEY constraint "AuditFailureInfo_FK1". The conflict occurred in database
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