My Approvals widget: hide requests not assigned to user
Hi, I was wondering if it's possible to show in the "My approvals" widget only the request approvals a user has assigned to. Example: 1. requester1 adds a request 2. the request has as the only approver: approver1 3. email is sent to approver1 4. approver1 can see the request in My Approvals widget and approve it 5. also approver2 can see the request in the widget but can't approve it. it says "Invalid key" as expected It's possible to hide in the widget the requests an approver can't approve?
Survey Email
I'm trying to customize the email that SDP sends to users after a ticket is closed. I want to add in the email the Request ID, Title, Created Date and Technician. I've edited the survey as seen below. However, when the email is sent only the $RequesterName is working, the other values do not populate with information from the ticket. Please let me know if 1) I'm doing this wrong or 2) this cannot be done. Thank you. Dear $RequesterName, Please help us improve our service by completing this short
[SOLVED] Ticket resolved getting closed
Hi. Since last update we have something new happening. When a technician has set a ticket to status resolved, and the requester closes the ticket, the technician gets an email, which just says the ticket is updated. Nothing more. Where can i either disable this email notification, or modify it with a better message? //Jens
Notification bell dropdown - add request subject
Hi, At the moment the dropdown from the notification bell lists items in the form: " Request ID <<>> is appended with requester reply" I think it would be useful if the request subject was included as well. In my environment technicians get emails when requests are updated, and so don't rely on the notification bell for primary updates. As such, when looking at the notification bell list it is not possible to tell from memory which items you have already seen and which you haven't (unless you can
Auto Logon on website with pop-up authentication window in browser
Hello Team. In the console Password Manager Pro v9901 we have configured a resource Cisco 5500 Series Wireless Controllers Model 5508. This device displays a pop-up authentication window in the browser to enter the administration of that device. How can we configure the Auto Logon for this type of devices with pop-up window authentication? Regards, Rafael Vega.
Script Master - 2: How to send custom email notifications to users.
Good Morning Folks, You all know that ServiceDesk Plus has notification rules and customizable templates to notify requesters, technicians, and other stake holders at various stages of the tickets. However, the flexibility to design and trigger a notification based on a combination of values in the request form will always drive contextual advantages in service delivery. This week, the Script Master deals with sending custom notifications from ServiceDesk Plus when a criteria is met.In case you've
Issue in booting up the machines after installing Windows updates.
Computers fail to boot after installing the following Windows updates: KB4493467, KB4493446, KB4493448, KB4493472, KB4493450, KB4493451 Note: This issue will occur for systems having Sophos Endpoint Security Installed. Reference: https://community.sophos.com/kb/en-us/133945 Patch Manager Plus has marked these updates as 'Partially Superseded' and they won't be listed in the 'Missing Patches'. However, these updates can be viewed and uninstalled from the 'Installed Patches' view. Update 1: To
group creation rules
Hi, i can't see the group creation rules feature. Did I miss something? Best regards
[SOLVED] ManageEngine ServiceDesk Optimization
Good day! Recently, I updated ManageEngine ServiceDesk from 9300 to the latest version 10016. It began to slow down a bit. I found out with the help of the developer’s tools, that in the browser it was trying to access port 8081 on https 443, what kind of port it is, can it be turned off. If I redirect it to 443 on my proxy, will this break some functionality? The second question, I remember earlier, was a certain guide, according to recommendations for setting parameters for java, but it touched
Multiple Upgrade Packs
Hi all, We're looking at upgrading soon, however, we're very behind. (v9.1.0). We would like to get onto the latest version. Has anyone had experience adding that many upgrade packs at once? Or is there a better option to bypass doing all of the packs and go straight to the latest version (10.1.0) Cheers, D
IT analytics in 90 seconds: Track down stale tickets to ensure customer satisfaction
Improve customer satisfaction by staying on top of your inactive tickets using the Last Activity Report in Analytics Plus. If you're not already using Analytics Plus, download your free, 30-day trial today:
IT analytics in 90 seconds: Track down stale tickets to ensure customer satisfaction
Improve customer satisfaction by staying on top of your inactive tickets using the Last Activity Report in Analytics Plus. If you're not already using Analytics Plus, download your free, 30-day trial today:
Deleting users with exchange accounts in AD Manager
I have an interesting issue. When I am delete users out of AD Manager that have exchange accounts it is marking the last update in AD for that user as an exchange user. I noticed this when a ran a recently deleted user report out of AD Audit. The accounts I am deleting are showing as an exchange account instead of my username. Is this by design or do I need to not delete the exchange accounts when removing users from AD and manually go to the server to remove them. See attached image. I removed this
AdAudit Plus Error
Hello, I removed a server from ADAudit Plus but am still getting email alerts from ADAudit that says "Failure while collecting log". Error Code 721. Does anyone know how I can make this stop?
Remote code execution vulnerability found in Apache Tomcat for Windows
Almots all the major versions (Apache Tomcat 7.x, Apache Tomcat 8.x and Apache Tomcat 9.x ) of the widely used server application Apache Tomcat, are affected with a remote code execution vulnerability (CVE-2019-0232). A Remote code execution vulnerability is a critical vulnerability that allows an attacker to access your system and make changes, no matter where they are. This vulnerability is fixed in the latest update for each Apache Tomcat release. Thererefore, it is imperative that you detect
Patch Manager Plus now supports April 2019 Patch Tuesday updates
Good day. A quick update on the April 2019 Patch Tuesday. New Security Bulletins : 2019-04 Security Update for Adobe Flash Player for Windows (KB4493478) 2019-04 Security Only Quality Update for Windows Server 2008 (KB4493458) 2019-04 Security Only Quality Update for Windows 7 and Windows Server 2008 R2 (KB4493448) 2019-04 Security Only Quality Update for Windows Server 2012 for x64-based Systems (KB4493450) 2019-04 Security Only Quality Update for Windows 8.1 and Windows Server 2012 R2 (KB4493467)
Desktop Central now supports Patch Tuesday April 2019 updates
Good day. A quick update on the April 2019 Patch Tuesday. New Security Bulletins : 2019-04 Security Update for Adobe Flash Player for Windows (KB4493478) 2019-04 Security Only Quality Update for Windows Server 2008 (KB4493458) 2019-04 Security Only Quality Update for Windows 7 and Windows Server 2008 R2 (KB4493448) 2019-04 Security Only Quality Update for Windows Server 2012 for x64-based Systems (KB4493450) 2019-04 Security Only Quality Update for Windows 8.1 and Windows Server 2012 R2 (KB4493467)
Did you know: ADSelfService Plus supports self-service password management for Linux.
Accessibility is one of the major factors that determine the effectiveness of a self-service password reset solution. No matter where a user is and what device one is using, it’s imperative for users to easily access the password self-service solution
[SDF-41306] Notification email update from CC user
When a user emails a reply to a request who is not the requestor, is there a variable I can use in the technician notification template for the person that sent the email? All I can find are variables for the requester. As configured it always looks like the requester sent the update and not the person that actually sent the email.
SSO and non-SSO-login
Good Day, I am using service desk plus on demand and I implemented SSO in our domain. It also does work fine as long as you are a user of the domain. However when trying to access the Self-Service-Portal from outside the domain I receive the "NTLM Failed Redirecting To Login Page..." error. Is there any possibility to go directly to the normal login page when accessing the Portal from outside the domain? This would be great since we have customers in our domain but also outside of it. Thank you very
System scan automatic swapping laptop assets
we have manage engine service desk plus 9.4 Build 9425 For some laptop assets, While scanning it is swapping automatically between different laptops. Following Error_message appears in system log viewer " nao172 has been renamed as nao172_old. Reason:This could have happened if the names of the machines nao172 and nao043 were swapped in the network. This was identified while scanning the machine with name as nao172 in the network which had the same agent id - DESKTOP-4KP8N75_1544677452200. nao043
Feature Request: Notification on CR modification
We'd like the ability to notify a Change Owner when their change request has been modified/updated by another role within the ticket. This notification would improve speed and acceptance with the change process. In our environment, the Change Owner manages the change through its' lifecycle but does not necessarily enter all the ticket details. They rely on team members to enter certain fields/areas and coordinate with multiple members in order to move the change ahead. A similar notification is
Admin > Technicians is really slow to load
We're using 10016. Ever since we've had SDP, whenever we go to Admin > Technicians and do anything (viewing, saving, editing, etc.), everything is super slow. Like at least one minute to perform each action. Is this a known issue? Does anyone else have this issue? I contacted support about this probably a year or two ago and they weren't able to reproduce it so it has remained unresolved. Thanks.
Resigned status technician
How do you change a "Resigned" technician to active? I ran the query to confirm the status is resigned. Database:Posgres Version:9.4 Build 9416
[SOLVED] Delete History, Trash Can, Undo
Hi, I'd like to propose the idea of adding a trashcan like feature. When a request gets deleted, there's basically 0 trace of it left in the ServiceDesk Plus portal. This becomes an issue if/when a request is accidentally deleted. I'd like to suggest any/all of the following features: -Add trashcan where requests go to when deleted - (one can empty the trashcan to permanently delete and/or the trashcan automatically empties after a certain time period) -Add an undo delete feature - (in case a
Replication Policy and Manual Push
I just have a question to clear up some confusion. If I have a replication policy to replicate from the Desktop Central server to the Distribution server set form 00:00 to 05:00, Monday through Friday, If I need to manually push an update to a handful of computers that are located at the site, will the manual deployment override the replication policy if a patch(es) are not on the distribution server yet? Or will the manual deployment status stay is Draft or In Progress mode, until the replication
Disable Patching
Is there a way to stop Desktop Central from patching specific computers, without uninstalling the agent?
Change Management - How to track port changes
Hi, We are implementing the Change module soon in our company. We just want to understand how to secure that we use the change process in the right way. How do log a change of a port in one of our firewalls in the best way; A: Shall we create a Change Template called i.e. Infrastructure changes with a new port field to fill in? B: Shall we create Service request for Port changes in Self service portal that and then assign as an Change? Or how shall we do this? Since we want to be able to track infra
Join us for a live webinar featuring most awaited "Request Life Cycle" feature
Hello folks, We are delighted to announce the release of ServiceDesk Plus version 10 with our much-awaited "Request Life Cycle" (RLC) feature. RLC lets you design the complete life cycle of a ticket visually using a simple, drag and drop canvas. Break down the life cycle of a request into various statuses and transitions, i.e., conditional actions required to move from one status to another. You can apply the following using RLC Guidance to the technician throughout the request process. Dive deep
[SOLVED] Reporting on Service Catalog Additional Fields
I am working out of a SQL database and am having trouble reporting one of our user defined fields associated with one of our Service Categories as it seems to be sharing the Column Name (UDF_CHAR1). Could anyone direct me to the right table or show me the correct joins in order to report on this field? Thank you
Update bulk interfaces
Dears, i want to disable discard rate on all interfaces in network, and i want to change threshold rate. is there any way to do it one shot without doing this one by one where i have more than 1000 interfaces Regards,
[SOLVED] Stop schecudled backup
Hi to all, we need to stop a scheduled backup but if we execute this sql query: update Task_Input SET OPERATIONAL_STATUS = 4 where SCHEDULE_ID = (select SCHEDULE_ID from schedule where SCHEDULE_NAME = 'BackupSchedule') the backup doesnt stop. Could you tell us the correct SQL query to stop it? Thanks in advance
SupportCenter Plus version 8.1 - Build - 8113 released
Dear User(s) We released SupportCenter Plus version 8.1 - Build - 8113. Please refer the Migration path table available here and upgrade to our latest build 8113. Enhancements made and Issues Fixed list is available here Note : As a best Practice, please do the upgrade only in your Test environment and based on the status, do the upgrade in the Production. Steps to do the Upgrade is available here You can contact our support at support@supportcenterplus.com for any assistance. Following is the support
Change Site with Business Rules
Is it possible to create a business rule which will modify the site a ticket is assigned to? As our organization grows we have more users who are working across multiple sites. When these users submit a ticket (via email fetch) the business rules we established to assign a group/technician fail because the ticket is forced into the users site which the necessary group/technician does not have access to. Any help would be appreciated as it is very time consuming to adjust and assign these tickets
Disabling ASM Query
Dears, How can i disable the ASM query on oracle DBs in order to save some resources. BR
[Tips & Tricks] Benefits of configuring VIP user in ServiceDesk Plus
One of the outcomes of IT Service Management is the regulation, consistency, and predictability in the delivery of services. Any business thrives on customer service and when a major chunk of the revenue is coming from a small section of customers, they are labeled as VIP users. They are usually executives from IT and the business (e.g.CEO, CIO, CxOs, IT head, ). Given that their time is very much valuable, we need to give them the extra care and keep them happy. In ServiceDesk, it is much easier
Issue with importing assets
I tried to import assets through CSV file. As per shown at the attached screenshot, i selected the asset category as "Non-IT", and the asset type as "Asset". also i chose the appropriate column header for the fields, and imported the assets. i found the product type is created but with asset category "IT", although i selected it as ''Non-IT''. Please advise what should i do?. Note: there weren't product type or product having the same name with category "IT". SDP version 10012 "Professional
Warranty scan feature for warranty - Fujitsu??
Hi Guys, We have a mix of Dell & Fujitsu laptops/Desktops in our organisation, mainly Fujitsu. Our Dell Service Tag/Serial Number picks up Warranty expiry date with a link to the update p[age which is great. The 1200 Fujitsu machines we possess show the Serial number but no Warranty Expiry date or link to the update page??? Is this something Desktop Central can fix or is it a Fujitsu issue? I really don't fancy manually searching for warranty information & filling in the custom data section so wondered
{SDF-38244}Change group assignment of multiple requests
Hi, I'm using SDP 10.0.14. I often have multiple requests listed without a group assignment (this is because some emails get redirected into the helpdesk and don't have the right headers to go into the proper group automatically). I can select multiple items and assign them to a technician in one action, but I cannot see any way of changing the group at the same time - so I have to go through and assign the group one by one. Is there any way to change the group assignment for multiple requests at
Emails received from new email addresses ?
Good day, is there a way which the new email addresses that create tickets, that they be added to a default site? unable to do this with business rules, nor default incident template. is there anything else i can try to have this done? Kind Regards Lucille SDP MSP- Build 9408
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