[Tips & Tricks] Streamline your helpdesk by decluttering unwanted request status(es)
Hello users, I'm here with yet another handy tips that could be useful to you. Scenario: A customer came up with a requirement to declutter a few default request status(es) that are not used in his helpdesk. He wanted to streamline his helpdesk and those unused status(es) were cluttering up his ticketing flow. Challenge: As you may know, default request status(es) cannot be deleted in the application. Solution: Global Field and Form Rules. Customer's requirement has been accomplished by configuring
SCCM Integration loads infinit
Hi Thanks for the last reply of my Case, it worked great :) I tried to integrate SCCM in our Servicedesk Instance. When I fill out the form and either save and test connection or save the connection it does nothing. Is there any log to observe or any other general tipps before implementing SCCM? Also we do have de basic 250 Asset licence.
[SOLVED] Compare Additional Date
I wrote this script on Rule incident template I want compare 2 additional date filed ========= var x=$CS.getValue("GUDF_DATE1"); var y=$CS.getValue("GUDF_DATE2"); if (x<y) { alert("start date should granter end date"); } ======== it's not works
[Term of the Day]: Blockchain
Term of the Day “Blockchain” Definition — What is Blockchain? Blockchain technology is a structure that stores transactional records, also known as the Block. This digital information ("Block") takes the form of a string of binary "bits", ones and zeros, which can be processed by computers to be made readable by humans. The blocks are stored in public databases, known as the "Chain", in a network connected through peer-to-peer nodes. This “Chain” of transactions grows larger as new “blocks”
[Webinar] How you can deliver better business outcomes using Applications Manager - Analytics Plus integration!
For businesses to grow, just gathering performance data isn't enough. Leveraging predictive insights and operational intelligence will help optimize application performance and drive real improvements. Join us for a free webinar where we discuss how the powerful combination of an application monitoring tool (Applications Manager) and an advanced analytics solution (Analytics Plus) can help you proactively gauge
[SOLVED] Error in editing or Creating a PM task [SD-88065]
hi friends. when i want to create or edit a preventive maintenance task, in final step SDP Show me this Error: "This Request will not be considered since passing more parameters to server might result in vulnerability issues." sdp Database: sql server my sdp version: 11116 here is support file and screenshots in attachments
SAML Problem
Hi, I followed step by step instructions to set up SAML but I got an error. What is the problem? I tested on Service Desk Plus 11.1 Build 11124 and Active Directory Federation Services 2016. Thanks.
How to populate template "Pick List" field type via script
I am working on a building access service template. The idea is to have the requester select the Location from a Pick List field and send the approval notification to the Location manager. Originally I was planning to use the Site(s) information because we already have these populated along with an attribute called "Managed By". However I have since found out that the Site filed is not available to the requester. There over 100 locations, so creating a field rule for each location is not realistic.
[Term of the Day]: TechQuilibrium
Term of the Day “TechQuilibrium” Definition — What is TechQuilibrium? “TechQuilibrium” is a new term introduced by Gartner in 2019 to describe the ideal technology equilibrium that enterprises need to achieve in order to thrive under uncertainty about what the world will look like five, ten, twenty years from now. According to Gartner, achieving TechQuilibrium is the only way to “accelerate in the turns.” In other words, to survive and even excel when faced with economic, geopolitical, and digital
[SDF-55749] Auto assign request to technician on reply/edit of request
Hi there, I am trying to make servicedesk plus (On-prem free) auto assign a request to whichever technician edits/responds to it, in order to correctly track how many requests the technicians deal with per month. I've tried auto assign, but as this done is on round robin or load balancing it doesnt tick the box unfortunately. Is there a way I can set it so if the technician replies or edits the ticket properties, it will automatically assign it to that technician?
Load reports into a project
As a project manager I have lots of reports related to any given project. My feature request is to be able to load reports into a project for easy access for the team. I have attached an example. This will allow the team to be able to easily access relevant reports plus it would be easier for me during leadership report-outs to pull up the relevant reports.
False Positive - SNMP monitor of Free space
Hi ALL! OpManager 12.5.120 Many VM with Windows Server 2016. Part of this VM has SNMP and WMI monitors (with thresholds) about free space in the HDD. WMI monitor works fine SNMP monitor has periodic false notifications about free space - look latest false (Opmanager_False-1.png) BTW free space is already below the threshold. Look at graphs WMI & SNMP What is it? Why OpManager has false data via SNMP ?
How to monitor content of the file in OpManager using an agent
For more videos related to OpManager: https://www.youtube.com/playlist?list=PL0FkrkKW27nNxQjwszmwVnnmRDK77Meq7 Read more on monitoring a content of a file at https://www.manageengine.com/network-monitoring/help/log-file-monitoring.html
[ForYourInformation -46] Ticket raised by My Asset Widget can be configured with a particular template
Introduction: Users can raise an incident ticket for their assets through [Home page >> My Assets]. The user needs to click on the "Report an issue" button to raise a ticket for the particular asset, on clicking the button user will be taken to incidents list pages. Users can select the appropriate template to submit the ticket. Scenario: One of our customer requirements was to show a particular incident template (which has the pre-filled fields ) instead of listing all templates while clicking
Version Update Problem
I am havingthe following problem during version update, can you help?
Out-of-band updates released for Windows 8.1 and Windows Server 2012 R2
Hello everyone, Microsoft on August 19, released an emergency out-of-band update for two privilege escalation vulnerabilities disclosed in Windows 8.1, Windows RT 8.1, and Windows Server 2012 R2 systems. The vulnerabilities are tracked as CVE-2020-1530 and CVE-2020-1537. Both of these vulnerabilities exist in Windows Remote Access Service (RAS) and when exploited, grant elevated privileges to remote attackers. A patch for both vulnerabilities for Windows 10, Windows 7, and Windows Server 2008,
Out-of-band updates released for Windows 8.1 and Windows Server 2012 R2
Hello everyone, Microsoft on August 19, released an emergency out-of-band update for two privilege escalation vulnerabilities disclosed in Windows 8.1, Windows RT 8.1, and Windows Server 2012 R2 systems. The vulnerabilities are tracked as CVE-2020-1530 and CVE-2020-1537. Both of these vulnerabilities exist in Windows Remote Access Service (RAS) and when exploited, grant elevated privileges to remote attackers. A patch for both vulnerabilities for Windows 10, Windows 7, and Windows Server 2008,
Out-of-band updates released for Windows 8.1 and Windows Server 2012 R2
Hello everyone, Microsoft on August 19, released an emergency out-of-band update for two privilege escalation vulnerabilities disclosed in Windows 8.1, Windows RT 8.1, and Windows Server 2012 R2 systems. The vulnerabilities are tracked as CVE-2020-1530 and CVE-2020-1537. Both of these vulnerabilities exist in Windows Remote Access Service (RAS) and when exploited, grant elevated privileges to remote attackers. A patch for both vulnerabilities for Windows 10, Windows 7, and Windows Server 2008,
All Assets and Managed Software by Full User name
I've seen some queries here that were close, but not exactly what I'm hoping to produce: Would like a report organized by User (full name, not login name) that lists ALL assets assigned to that user, as well as only "managed" type software loaded on their machines. Thanks much!
Uneditable a request assigned to a technician
Hi, A request assigned to a technician in a group can be edited by other technicians in the group. How can I prevent this from happening? I want when a request is assigned to a technician, that technician can make fields of that request uneditable for other technicians, and other technicians can only view the request or define a work log. Thanks.
Mac Remote Control
Is anyone having a good experience with Desktop Central Mac agents? I have installed it on a test computer in my environment and am having nothing but frustration. Remote control is extremely flaky, the computer shows offline even though I can ping it from the server and vice versa, and then suddenly it will be back online, but only for a few minutes. This is a LAN machine and I'm not having similar issues with PCs.
[Tips & Tricks] Auto-assign when a technician edits an unassigned ticket
Scenario: One of our customers had come up with a requirement that when a technician edits an unassigned/unpicked ticket, the ticket should get auto-assigned to him. This is to ensure that the ticket doesn't go unnoticed and handle the ticket assignment better. Solution: A simple custom script, $CS.setText("TECHNICIAN",sdp_user.USERNAME); This has to be configured as a global field and form rule with the condition Technician is not specified, then execute the script.
[SDF-37155] Task Comments need rick text box
I see that you added rich text to task descriptions. Thank you! But Can we also get you to add rich text (images and docs) to the task comments box?
[SDF-70628] Adding approvals after request beeing Closed
Hi, It seems to me that after going to a Completed status like "Resolved" or "Closed" status, it is possible to add new approvals (and stages) on that request. Shouldn't it be disabled by default? I can remove it from the Actions menu (Submit for Approval) or remove the Actions menu itself with a script on Page Scripts but, if the request has got an approval process, I can't disable the "Add Stage" or "Add" approval buttons. Is it possible? Thanks, Pedro
Ability to Sort on Custom Fields in CMDB
Hello, I was wondering if its possible to sort by columns within the CMDB in ServiceDesk Plus Cloud? With the table settings it allows you to add other fields, but I'm not finding the ability to sort by columns. In the attached screenshot below, we would
[Term of the Day]: Post Implementation Review (PIR)
Term of the Day “Post Implementation Review” Definition — What is PIR and what is its key goal? PIR, the acronym for Post Implementation Review is a comprehensive feedback mechanism that takes place after a change has been implemented. This is done to evaluate the success and effectiveness and to identify the opportunities for improvements. The Post Implementation Review (PIR) process collects and utilises knowledge learned throughout a change that can be instrumental to optimise the delivery
Custom Report
Please provide a report Requests SLA violated for this per technicians on an request Columns: Ticket ID Created Date Requester Defined SLA Assigned Date Assigned Time by : h:mm Assessment technician technician spend time by: h:mm
[Blog] DevOps: A Philosophy for Rapid Progress
In the day and age of reaping results immediately, one set of practices that can be followed to achieve that effectively on a broad scale can DevOps. The lingo stands for nothing but Development Operations. The philosophy behind it could be thought as to fail fast and fail small. And this is a very cost effective way to run any form of operations. This is in stark contrast to the Japanese philosophy of Kaizen- continuous, paced improvement. Where Kaizen could be thought of as a life lesson, it might
[SDF-28921] Two search Suggestions
· Better Global Search – Allow the global search to search requests’ conversations and not just the main request detail section and notes. · Better Task Search – have a global search for tasks or have the current global search include searching tasks.
Status and history of request Table
Hi, What's SQL table name of Status and history of request ?
Error in Downloading an Attachment in Problems
hi in Problems Module, I can attach a file Successfully but when i want to Download an attachment file , SDP Show me this Error: "Unknown error occurred while processing your request." sdp Database: sql server my sdp version: 11116 here is support file and screenshots in attachments Best Regards.
ADSelfService not sending the complete certificate chain (CA root and CA intermediate).
Hello, Our ADSelfService Plus is configured to use SSL certificate. To achieve that we enabled the HTTPS option under the Connection settings, and put the pkcs12 certificate in ADSelfService Plus that it is linked in server.xml like the following <Connector name="SSL" sendReasonPhrase="true" relaxedQueryChars="\" port="443" minSpareThreads="25" maxThreads="150" maxSpareThreads="75" enableLookups="false" disableUploadTimeout="true" connectionTimeout="20000" acceptCount="100" secure="true" scheme="https"
[Term of the Day]: Recovery Time Objective
Term of the Day “Recovery Time Objective” Definition — What is RTO and why is it important? RTO, the acronym of Recovery Time Objective represents the maximum acceptable amount of time for restoring an unexpected failure or disaster and not result in significant damage to a business and regaining access to data after an unplanned disruption. It comprises of the following components: Starting from the point of disaster, the time before a disaster is declared, the time to perform tasks (as documented
Free webinar: Credential management best practices for business process automations
Hi All, Business efficiency is an endless pursuit for enterprises. Today, IT departments in many organizations rely heavily on automation to utilize available resources optimally, cut operational costs, and enhance overall productivity. As automation tools and platforms such as application programming interfaces (APIs), Internet of Things (IoT), and robotic process automation (RPA) bots continue to gain popularity among industries, the most prominent risk factor associated with automation is credential
MDaemon SMTP sending notification failed
Hi, We have MDaemon mail server in our organization and use SDP MSP v10.5.09, but get error "sending notification failed" while send mail. [11:46:26:102]|[08-06-2020]|[SYSOUT]|[INFO]|[46]: QUIT| [11:46:26:118]|[08-06-2020]|[SYSOUT]|[INFO]|[46]: 221 2.0.0 See ya in cyberspace| [11:46:26:118]|[08-06-2020]|[SYSERR]|[INFO]|[46]: com.sun.mail.smtp.SMTPSendFailedException: 530 5.7.0 Authentication required I attached serverout.txt log to see my problem. What should I do? Do you have any best practice for
Wrong Asset attached to request
Anytime a request is submitted, the request will select and add the first asset that is assigned to that person alphabetically. Most of the time this doesn't help us because it will select a printer or monitor. It just goes off of the name of the asset. Most of our users are assigned only one IT Asset and a few NON IT Assets. Is there a way to have the Asset Field ONLY pull their IT Asset when a request is created? This means it will almost always be their computer that is added to the request.
[SOLVED] pass-through authentication AND DOUBLE AUTHENTICATION
DEAR SUPPORT I HAVE SDP 11.1 for easy of use we decide to enabling pass-through authentication. we do all step-by-step guide, SDP connect to AD service and in AD log we could see incoming authenticate request and log, we use MS chromium edge and google chrome browser, we configure internet option. when users try to access SDP service the browser ask for user and password, if USERS COMPLETE THE FROM THEY REDIRECTED TO WEB FORM USER AUTHENTICATION PAGE ? what is the problem ?
Notifications not triggering
We are attempting to enable Notification Rules to keep our users informed. However, last night we tested four and only one actually worked. We turned on Acknowledge sender by e-mail when a new request if received, Acknowledge requester by e-mail when a request is updated, Acknowledge requester by e-mail when the request is closed, and Notify requester when a request is assigned to a technician, and only the first of those generated an email. Firstly, is there a difference between the terms Acknowledge
Technicians can no longer view all asset groups
After upgrading to 11123 - Technicians can no longer view all created asset groups under Asset tab. As an admin, I can view them all. Were some sort of permissions changed for this? Anyone else experiencing this issue? I sent the physical link and they were able to access it that way, but cannot through the application. Thanks for any help.
New Install: WMI scan does not gather Interfaces
Is this an SNMP feature only?
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