User Management - priority changes made on a request
This report helps to find the priority changes made on a request. SELECT wo.WORKORDERID "Request ID", wo.TITLE "Subject", qd.QUEUENAME "Group", ti.FIRST_NAME "Technician", LONGTODATE(wo.CREATEDTIME) "Created Time", LONGTODATE(wo.DUEBYTIME) "DueBy Time", rtdef.NAME "Request Type", LONGTODATE(OPERATIONTIME) OPERATIONTIME, pd1.priorityname "Changed From", pd2.priorityname "Changed To", aau1.FIRST_NAME "PERFORMEDBY" FROM WorkOrder
Report by 30 mins
Hello, I am after a report that shows tickets created by 30 minute intervals by day/week, can I have some advice on how to ahcive this please?
unfollow community
Dears, could anybody tell me, how i can leave the discussions ? There is no Button for unfollow the community !
Service Desk restore failing
Can you please assist, i am failing to restore a backup to service desk running on postgres. Below is the error we get when restoring. ********************************************************************************* Restore DB Setup Wizard ********************************************************************************* Execute Restore DB Utility from command prompt For Windows users : bin>restoreData -c [backup file] For Linux users : bin]#sh restoreData.sh
reset the password by an applicant
Hi, Is there any way that when an applicant requests to reset password, or modify user (per template could make one in it to reset the password) and could be executed without another technician's action, for example that the application launch an automation process or configure an automation process to execute the request. Or some other way? Regards,
SQL Versions supported
Hi, We are getting close to a purchase of AD Manager Plus and wanted to confirm whether SQL 2014 is supported. I can see some information about SQL in the user/setup manual but not the exact supported versions. Can anyone confirm?
Providing Service Request Approver rights to all requesters.
Good day. I have more than 15k requesters in my company, please tell me how I can systematically grant all employees the rights Service Request Approver. Thank.
About Requester stopped showing in Default Request Template
I want to create request template. When I create template, technician is working but requester is not working. When I open requester preview, template set mine to blank and stopped showing. What can I do? Thanks
SDP 10013 - Approved/Denied notification template with missing fields
Hi, after upgrade from ver. 9.4 to latest 10.0 (on Postgres) we experienced some issues with mail templates. For exeample, in "Notify requester when a request is approved/ rejected." one, we're not able to find the variable for "Comments". Any suggestion? thanks in advance alessandro
Attachment preview is not working
Error says Preview is not available for all attachment. Even new ones added since update. MSSQL Version 10.0 Build 10009
File preview not available
Hi I notised in SDP 10 that when I click a docx or xlsx file a message "Preview not available" is displayed. Is it possible to add some kind of file preview extension for common files types, like Office and pdf files? Or is this a feature for a later release? SDP build 10008 and Windows 2012R2.
Local users with an expiration date in Password Manager Pro
Hello Support. Currently we can configure the expiration of accounts for authenticated Active Directory users who have access via the Password Manager Pro console. Is it possible to create local users with an expiration date inside the Password Manager Pro console? We want to create a local user that has access to the Password Manager Pro web console, but we want the user to be disabled at later dates. Regards. Rafael Vega.
Making Notes Public as Default
Hi, Anyone know if there is a config setting somewhere that will default all notes to be public rather than Private and not rely on the Technician to make Public? If so, has anyone every done this, and did you find it improved communication with end users? Thanks Lisa
Service Catalogue Resource Info Mandatory
I've already created a thread months ago regarding the visibility of the "Resource Info" in the "Requester View" tab when creating a new Service Catalogue Template. This is still an issue. But furthermore I just realized that you can't make the Resource Info questions mandatory. Please add this option - it doesn't make sense that it's not already one.
Automate Task Closure
Is there a script available to close Tasks that are in a certain state to a new state? Use Case(s): We currently have the setting for 'Task Closure Rules' to only consider a Task completed when it is in the Closed state. Our techs still end up using the Resolved state to signal they've completed a tasks. Additional, we have workflows where tasks are triggered to start upon a closure of the parent task. Our business partners use these triggered tasks as a notification to begin work and prefer not
Reply to Notification creates a new request
Reply to Notification creates a new request. If you send a notification to someone ie. a technician for them to fill in a section or for information and they receive the email and click on reply it sends an email to ServiceDesk and ServiceDesk creates a new ticket based on the email.
Use rich text editor in more fields
The Project Description field uses the rich text editor. Request the same in: Project comment Task description Task comment We want to link from ServiceDesk Plus as a project management tool to project artifacts that available via HTTP URLs. If we put URLs as text in there is hard to read and isn't hyperlinked. Thanks, Tom.
How to move templates from a test server to the live environment.
I have a group of new templates on a test server and want to move the to the live environment. I only want to move the templates. How can this be done?
Verified Domains
Hello, I’m trying to verify my domain and I get the following error:
Adding Specialist
Hello, Please help: When adding a specialist error appears.
"An error has occurred. Reload page. If the problem still occurs, contact support" Screenshots in attachment. Thanks.
Moving from test server to production server
Can anyone help how I can quickly move updates on service catalog request template such as new fields, and new field and form rules from a test server to production server? With the current state,if I spend 48 hours on changes for one request template on the TEST server, I have to use almost the same number of hours to move that new catalog to the PRODUCTION server. I was used to a quick solution using Service-Now's "Update Set" but here with SDP, it's really taking a loooonnngg time. Update Set:
Any framework to build custom triggers?
Hello folks I inspected available examples of Python code for custom triggers and realized that all of them are rather a kind of low-level programming from scratch The code usually isn't easy to read and understand meanwhile the objective is usually very simple. So I wonder is there any framework to build such triggers in Python (or any other language) and have no need to deal with service operations and code constructions but just compose the desired logic instead? Any help on this would be much
Updating SSL cert on ADSelfService Plus proxy server
Hello, I followed the instructions on updating our SSL cert for the ADSelfService Plus and used the SSL cert tool to generate the CSR and send it to GoDaddy to receive our cert bundle from them and then install it on the server and it works fine internally. However, we use a proxy server for external access and the SSL cert is expired on that now. How do we go about installing the SSL cert on the proxy? Do we use the same cert? How do we treiteve the private key to install it? Thanks!
ADSelfService Plus 5800 Released !!!
Hello everyone! We're delighted to announce the release of 5800 build which supports user identity verification through Microsoft Authenticator, a few enhancements, and a couple of issue fixes. Highlights: Supports Microsoft Authenticator: Users can use
Reports - Advanced Filtering - Notes and Conversation
Is there a plan to enhance the Advanced Filtering of the Reports module to include: Notes and Conversation?
Mobile Device Manager Plus- Free Training
Join us on 25th July and 1st August 2019 at 6:30 GMT or 11:30 EDT for a free training session on ManageEngine's enterprise mobility management solution - Mobile Device Manager Plus! Following topics will be covered on July 25: App Management and Device Security: Complete management of Store and Enterprise apps Lock specific apps to devices Remotely track and troubleshoot mobile devices Secure misplaced/lost device Following topics will be covered on August 1: Device Enrollment and Provisioning: Various
Document Management Workflow - Possible ?
I have a document that I need groups of users on a number of different sites to sign - The document has been loaded into CMDB for version control etc Is there a workflow I can instigate in SDP for this to work something like 1 - Ticket logged - form goes to user 2 - User Confirms sign off - custom field 3 - Notifies designated manager for approval 4 - On approval - ticket closed or returned to SD team for closure Thanks in advance for any ideas on this
Updating an existing F&FR
Noticed today when trying to copy an updated Rule to another template, the message received is misleading --> green messaging when task was not completed: This leads to my second question. - I created a rule and copied it to all our templates. Today I went to make an update to this rule and tried re-copying it again to the rest of the templates. What's the best way to do this without having to rename the rule, copy it again to every template, and then delete the old rule across all templates?
Reports
After the last Update from 8114 to 8115, When I run my Time Reports for Billing, each entry is doubled in the report? There are 2 entries for each request in the report. Seems to be with Clients that have Contracts. Thanks Tom
Automatic patching when system connects
We have users who VPN into our network/domain, is there a way to that DC can be configured to automatically scan and patch when it sees a system/user VPN'd in to the domain?
Creating dashboards
Hello - I have created a dashboard and would now like to add reports I have made to this.
ServiceDesk Plus MSP - version 9.4 - Build - 9421 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.4 - Build - 9421. Please refer the Migration path table available here and upgrade to our latest build 9421. Please refer our read me from here. Issues Fixed : SDPMSP-13115: When a report contains Non-English characters, the report sent out has encoding content in it. SDPMSP-13341: Unable to save change when a change manager or category is set mandatory in change template.This is fixed SDPMSP-13402: Directory traversal vulnerability is fixed.
Set resource field values based on Standard Operating Environment
We have set a standard operatinenvironment (SOE) for most employee roles per account (especially agent and team leader role). (see sample below) Account 1 Agent – 1 desktop, 1 keyboard, 1 mouse, 1 monitor (SOE 121) Team Leader – 1 laptop, 1 keyboard, 1 mouse, 2 monitor (SOE 122) Account 2 Agent – 1 desktop, 1 keyboard, 1 mouse, 1 monitor, 1 Office 365 account (SOE 123) Team – 1 laptop, 1 keyboard, 1 mouse, 3 monitors, 2 Office 365
Login error
Hi, I'm getting this error every time after I log in. Is there any way to get rid of it? Invalid data in the input ! An error when processing the request... null Thank you, Jason
Plan for adding another layer of authentication - FIDO2, U2F, Smart card, and OTP
Is there a plan to further secure logins of technician using any of these technologies - FIDO2, U2F, Smart card, and OTP?
ADSS Enrollment Notification Email
How do we format the mail content so it doesn't arrive in the users mailbox as one clump of plain text?
Query user memberof group
Hello, we are testing ADSelfService Plus and have a question: Is it possible to get all groups that a user is member of in the employee search? I added a custom attribute "memberOf" but if i search the employee it shows only the first group he will find (alphabetical). Best regards
Agent upgrade from 10.0.387W to 10.0.411W failing
Hello, I upgraded my MeDC server to 10.0.411 this morning (from build 387). And this time, agent upgrade is not working. And even worse, I cannot uninstall the agent from MeDC server (to manually upgrade). Communication between agent and server seems OK. And strangely enough even the MeDC server itself cannot upgrade its own agent. Translation of the error is "Connection closed. Unexpected error" The only way I have found to upgrade is to manually uninstall the agent (directly from the computer,
Windows Server 2016 updates reappeared from May and June
Got another patch resurfaced: 26587 MS19-MAY8 2019-05 Cumulative Update for .NET Framework 4.8 on Windows Server 2016 for x64 (KB4495610) And also these: 26864 MS19-JUN3 2019-06 Cumulative Update for Windows Server 2016 for x64-based Systems (KB4503267) 107068 MSWU-3295 2019-06 Cumulative Update for Windows Server 2016 for x64-based Systems (KB4503294) Which maybe related to this one, which did need installing according to Windows (but not DesktopCentral): 2019-06 Cumulative Update for Windows
System Manager > Command Prompt typeface on Macs
I'm using a Mac with the latest version of Chrome, and when I use System Manager > Command prompt to get to the command prompt of a Windows endpoint, the font it uses is a non-monospaced serif font. Chrome on Windows displays using a monospaced sans-serif font which is much easier to read, and output lines up much better. It'd be really nice if this font could be used on Macs as well :) Many thanks, TK
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