[Free webinar] Launching advanced analytics for ServiceDesk Plus request history, projects, and solutions module.
Hello folks, We just released Analytics Plus version 3950 that offers out-of-the-reports for ServiceDesk Plus request history, projects, and knowledge base modules. In line with the new release, we've come up with a webinar to help you get familiar with these modules, and to demonstrate how each of these modules can help you better manage your help desk. During the session, we'll discuss how to, 1. Get an accurate view of request timelines, and spot actions that delay resolutions. 2. Better plan
Documents or Notes on Custom Triggers
Do anyone has some dsocuments or notes on Custom Triggers. How to setup? show to write small scripts?
where can I find overview of all current operations of the Servicedesk Plus API?
Is there a overview of all current operations of the Servicedesk Plus API? Currently it seems that there are four different API's that are not (backwards) compatible and differ in syntax 1) api 2) sdpapi 3) sdpapiv2 4) /api/v3 We're particularly interested in fetching TASKS and CMDB. PS. I'm new on the forum, if this is not the right way, I like to hear tips
Set Service SLA based on field selection
Hi, I am looking for a way of automatically setting the SLA for a service request depending on what the user selects on the template. We have a scenario where the lead time for resolution on a particular request could vary depending on what the scope of the request involves. I had assumed that I could control this via field and form rules but the control of the SLA is excluded from that unfortunately. I may be missing something obvious but any help would be much appreciated!
Is there anyway we can get an email notification when someone replies to a ticket?
I'm trying to make some changes & noticed that when someone responds on a ticket, we don't get an email notification which makes it hard to keep track.
Unable to change Request to re-assign to a new technician, on some Requests
Hello, I'm currently experiencing a sporadic issue where on about one third of Requests that have been assigned to a technician A in my group. I am unable to assign the request to another technician B in the same group. There are no error messages on screen, once you click save the message "Assigned Successfully" appears, but the technician has not changed and the history shows "Assigned from technician A to technician A". The problem is repeatable for the same Request. All the Requests where I have
Custom Reports Description field not available
Trying to create a Custom Report with the Description field. Even a truncated description field would be nice, to see what the service request was about. But 'Description' is not listed as an Available Column when selecting a column to display in my report. Is there another way to display a service request 'description' field in a report?
Get techician info from technician_key
Hi, is ti possible to get the technician username and email from having onlty technician_key, via API or SQL? thank you, Davide
Scanned software "excluded" and "freeware" Under Licensed
Hello, Our Scanned software with type is"excluded" or "freeware" are displayed as Under Licensed in Servicedesk v9.0 Build 9002. The only option to set the Compliance type to Compliance is to add a software license for as example Microsoft Silverlight and set the license type to "excluded". Is this the only way? We have 2000 scanned software, if we have to add a license for all those applications we have to spend a lot of time. Hope there is a fix for this. Regards, Danny
Change Management - Migrate To New Status
If a technician was to click on the link and change a status what actually happens? Is it just a request to a change manager or does it actually implement the proposed status?? How do we hide this if we don't want people clicking on it??
SDP reply templates formating and Microsoft Outlook
I am currently running SDP 9.4 build 9409 and the support groups in the application submit any changes they need done by an admin to my team. When they need to add a reply/resolution template to the system, I notice the format is never the same as what I received. I receive the templates through a ticket in SDP and I copy them to Microsoft Word and I merge the destination formatting in Word, but after when I paste them in the SDP text editor for the templates, it looks good on the screen but when
How to manage one Change (means only One Change ID) with UAT and Production?
Hi all, We are using ServiceDesk Plus 9.4 build 9402, regarding Change Management module, i have a question : How to manage one Change (means only One Change ID) with UAT and Production? Our procedure is : we initially received requester' request the change, and come with change details. After risk assessment then send to Approver for approval. Once received work commences on development, moves into staged environment for UAT if UAT passes then the change is authorised by same committee or other
VMware ESX monitor now includes Storage Adapter stats
As of version release 13.8, we have revamped the monitoring of VMware ESX/ESXi. Now, you'll be able to monitor VMware storage adapters too! Before the introduction of VMware storage adapter monitoring, integration with a storage monitoring application was required to view storage adapter stats. This augmented version completely eliminates the need for a separate integration with a storage monitoring software. Now, you'll be able to access different storage devices, view and compare the reports
Import software installed thru csv
Is it now allowed to import software installed in workstation thru csv ? Or we can have some methods to do it instead? Thanks.
Onhold not reopening
I've recently been informed of a number of our tickets not changing from onhold to open when receiving email responses from anyone other than the requester. The email is received and added to the conversation history but the status remains onhold. Is this a known issue?
Going insane over here - Error "The specified network name is no longer available"
All, Desktop Central v10 has been running superb here for well over a year - but sometime in the last few weeks (possibly after a router firmware upgrade) something has happened to my DS server - either it's DNS entries or something unknown (Possibly router?). My setup: There are 8 physical machines on my network and a few VMs that I use for testing OS builds. This is a workgroup setting and ALL machines are part of a workgroup - simply called WORKGROUP. Within DesktopCentral - when I ask it to look
Changing AssetExplorer Server port
Hi, I wanted to use port 80 instead of 8080 and changed the settings from Security Settings. All worked fine without a problem. But Asset scanning was failing. Aeagent.log file was showing errors and indicating that it was still trying to communicate on port 8080. How can I change port setting for AssetExpolorer ? Thanks.
Overtime
Hello, our operation time is: Mon - Fri 09 - 18 when ticket opened at 16:00 and resolved at 19:00 .. the elapsed time would be 2 hours according to the operation time CMIIW is it possible to have an additional field like overtime? so in this case, the result would be: elapsted time = 2 hours overtime = 1 hour(s) need help thanks Don
Menu Buttons
Hi, When we have open incidents and we want to add notes, we see above the incident number some buttons like "Edit/Close/Assign/Actions/Reply/ etc" We would like to have a button/option which is ADD NOTES. which is now located at Actions. Is that possible to create it or isnt it? Now i have to navigate through the action options to get there and it would be easier to add the ADD NOTES button. See attachment. Like to hear from you if it's possible and if yes how to? Thanks. Kind Regards
User Creation
Can the password be removed from the attachment that is sent in the new user creation e-mail?
[Free Webinar] Manage your client organizations efficiently with Password Manager Pro MSP
Hi All, Our next and final session in the Password Manager Pro Masterclass series is titled "Password Manager Pro MSP: Managing organizations," scheduled for November 15th. Click here to register for the session. This session will show how you, as a service provider, can efficiently manage your client organizations in Password Manager Pro and take care of their critical IT resources. Managing client organizations, establishing replication settings, and enabling client collaboration. Password Manager
$COMPLETE_JSON_FILE question
regarding the way powershell calls in $COMPLETE_JSON_FILE This is not the same json object you receive by making an api call to view a request.For instance, any custom $obj.request.udf_fields will not be exposed the same way the $COMPLETE_JSON_FILE is, it looks as if the latter already converts any custom fields to their label names and values, right on the root request object. So i am having difficulty in thinking up a way to test my scripts against the actual $COMPLETE_JSON_FILE object that my
How can I customise the Request Window Technicians Look at?
Hi Team, How can I Customise the Request window when I click on a request? From this default layout: To something more like this:
Important: SDP IOS Push Notification certificate has expired.
Dear User, ServiceDesk Plus IOS push notification certificate has expired. Hence to overcome push notification issue, please follow the below steps : 1. Shut down the Servicedesk Plus application. 2. Navigate into <SDP_home>\conf folder. 3. Download the "SDPProductionCertificate.p12" file from here and paste it in the above mentioned location. Delete the existing file. 4. Start the application. We will include this file as a part of next hot-fix. Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Alert group technicians when unassigned ticket is updated - SDF-62584
Hello, Can we get an update on SDF-62584 please? I have found in your forums requests for this feature dating back 10 years, yet no other information can be found. In reply to these requests, for the past 10 years, the only response that are posted is that it is being considered for a future release. Seeing as it is now 10 years later, can we get an update as to when this will be done? Is it even on someone's radar? From the community, I'd like to know how you deal with this issue. Thanks, Éric g.
Scanned information displayed on the asset list page
Hi all, With my Service Desk plus build 9417 I can regularly scan, using SNMP, our network in order to detect and monitor photocopiers machines. It works well doing a great job detecting and then showing, in the attribute details, the total copies printed by each specific photocopier. However this information is buried in the details page of each devices making difficult to have a collective overview of the many hundreds of photocopiers machine installed in our configuration (basically you have
Generating Reports
Hello, Seasons Greetings from ManageEngine ServiceDesk Plus OnDemand! We are planning to limit the number of records you will be able to generate reports for, in the OnDemand application. You will be able to generate reports with up to 15000 records. If you feel like your report's record count is going to be larger than 15000, then you can split the records using the filter options and generate your reports. Note: This limitation is only for the Reports section, the number of records you will be
Notify Incharge of new ticket for their department?
I'm not sure why I am having so much difficulty with this, but after reviewing the documentation I am still unable to find a solution. Apologies in advance if this is an obvious configuration and I am just missing it somewhere! I am looking to notify a Requestor with the Departmental "incharge" role of all new work orders for their department when the default template is used. Can anyone help clarify for me? Business rules appear to only allow notification of technicians. Notification rules affect
Account - Additional Fields
Hi everybody, I want to add a required field in the account module (for example, IDAccount) and can import data into that field in the form request. Anything related to this idea. Hope to help. Thank you very much!
ServiceDesk Plus IOS
Would like users to submit tickets through their phone. Is there a way to customize the IOS template? It looks to only have the site and description for input.
SDP Outbound EMail Customization
Good Morning ME, I am administering ME SDP and have been tasked with making our Outbound emails less anonymous. Is there a process to change outbound emails, from SDP, to show from the technician it is assigned to? We have 13+ technicians that can reply or forward from tickets, and currently it only shows from the Reply-To address set in the Outbound email settings in SDP. I have attached a redacted image to show what I would like to customize after selecting reply in a ticket. Regards, Robert
IPAM - how to modify "System Description" under IP Address information
Hello, Is there a way to modify this field in IP under a specific IP address? It populates when I mirage a CSV file over but it doesn't have a place to change the information after the fact.
Server 2016 not reporting missing updates in Desktop Central
We have several (~30) Server 2016 machines at this point and it seems Desktop Central is not reporting the updates correctly. I can see some updates for 2016 under available patches, but none show up under applicable and none show up as missing on any of my servers in the software. However if i log into the servers and check for updates there are updates that it downloads and installs. I have updated the patch database, rescanned for patches on the servers but none of the updates show as available
change setting for device polling detail
HI, I'd like to change the setting to store device polling detail for longer. I think by default it stores detail polling information for one week. I need to set that for longer. I can't find where that setting is? Please help this is driving me crazy.
Report for all agent currently online
Is there a report to show all current agent that are online or have been online at all during a given day. Or even show all agent that have been active within 24hours. and show what Active directory Ou location they are in. I was able to filter live agent in SOM but the only way i was able to show OU location was to add a custom field and then manually input the value. Is there a way to populate this custom field automatically?
create a script for polling APC UPS info via apcupsd
Hi, I need to poll information from a server running apcupsd which monitors serveral APC UPSes. It's a linux server and on the local CLI (apcupsd is running on) I get the information by apcaccess -p BCHARGE the CLI output is e.g.: "100.0 Percent" remotely from another computer I use: apcaccess -h 192.168.1.231 -p BCHARGE How do I convert this command into a OpManager script monitor? And shall I execute this script from the local server or monitored machine? Best
Does anyone here use Opmanager?
I've been ripping into opmanager from ManageEngine/ZoHo, it's got some issues and inconsistencies that are driving me nuts.. It's what we have right now, and our license is up in a couple months. We're using v11, and there is no upgrade path to v12 at the moment. Have any of you used this? Have you made the switch from 11 to 12? Is there something better in the same price range?
Generate support file
I am trying to generate a support file but the process never completes. Is there somewhere I can look or log file that might be too large that I can clear out in order to have the file generate properly.
Notification on CAB Member REJECT
I know I can turn on notifications for ALL recommendations for a CAB but that's not what I want. I only want to send a notification to the Change Owners and MAYBE Change Manager when a CAB Member Rejects in the Recommendation screen. Would also like to include that CAB Member's comments, name, date rejected etc Possible?
Enterprise Service Management feature now in open beta!
After nearly a year in development, we are in the final stages of releasing our highly anticipated Enterprise Service Management feature for on-premises ServiceDesk Plus, and we need your help testing the beta version. A couple of things that you can do with ESM are: Create separate service desk instances for each business function such as HR, facilities, etc. Facilitate organized service delivery across your organization using code-free customizations and ITSM-based workflows. Maintain a single
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