Boot Camp 1: Continual Service Improvement with ServiceDesk Plus
Good day, everyone! We are delighted to announce the inception of this year's instalment of the Boot Camp series today! Service desk managers are stuck with routine firefighting most of the times and they don’t find an opportunity to analyze and improvise their services. In this episode of the boot camp, we will discuss few tips to put Continual Service Improvement (CSI) in action and to better the service desk progressively. To brush up your knowledge on CSI and to learn more, take a quick quiz.
remote access
setup of remote access
Office 365 mailbox delegation -2
In the previous post, we saw how to generate a report on Office 365 mailbox delegates and how to manage them in bulk easily with O365 Manager Plus. This week we will see how to audit the activities of mailbox delegates easily with O365 Manager Plus. Audit activities of mailbox delegates O365 Manager Plus provides a default audit profile called Activities by Mailbox Delegates which provides one click access to the required audit data. Note: Auditing must be enabled for mailboxes to view the audit
Case sensetive search in Requester field name for cyrillic letters
Hi! After updating from 9226 to 9317 and changing MS SQL database engine to internal Postgres we found a bug - case sensetive search in Requester field name for cyrillic letters. For example, if requester name is "Test" it can be found by typing "test" or "Test", but if it's written as "Тест", than typing "тест" is not an option. This behaviour can be reproduced on demo.servicedeskplus.com
Where Do We Find Annoucements in Build 9406?
How do I make annoucements in build 9406? I just updated from build 9326 to 9406, and I, as an administrative technician, no longer see Annoucements in Home. I tried customizing the Technican Home Page, but Annoucment does not show up in the Existing Widgets either. FYI: As a requester, Annoucement is still on the Home page.
Asset States
Can we add a Asset State called Standalone which will act like Disposed where the Standalone assets will not be scanned. We have lots of standalone computers that are only scanned through Standalone scans. Now everyday ServiceDesk is trying to scan them but they are not on our network so we get errors that Scan Failed.
Is SQL 2016 Supported on Service Desk MSP?
As above, is SQL 2016 SP1 supported on the latest version Service Desk MSP?
Set Due by Date as NULL when assigned to specific Groups
Could not find an existing thread for this... Need to set 'Due by Date' as NULL when the Request is reassigned to specific Groups that organize their work prioritization in a separate tool. Was assuming I could use Custom Triggers to do this but I need a little help with it. We are using ServiceDesk Plus Enterprise build 9335 (testing 9405).
Any JavaScript REST API Examples?
Hi all, I'm currently working on an application that will submit a request via JavaScript using the REST API. Has anyone else done this and have any examples?
Automate patch deployment time window
Hello, I would like to ask when creating automatic updates deployment and I choose deployment hours or pick predefined deployment policy, is it executed regarding desktop central server time, or it is executed according to the desktop/laptops local time zone and clock? This is important as I need to patch several desktops in different time zones. Thank you very much.
Incoming Email Field Modifier Triggers?
In my previous job, we used Spiceworks, which had the cool functionality of being able to set the Ticket Fields by putting in specific keywords or values. EXAMPLE -------------------------- Set ticket priority: #priority high #priority low Close a ticket: #close I'm not all that familiar with Python scripting, but I wanted to see if anyone has done anything similar in ServiceDesk Plus? Or is the functionality there and I just can't seem to find it? Thanks! Rick
9400 to 9402 upgrade Unable to load Disk Space related native library. exception in thread "thread-1"
When attempting to upgrade SDP MSP from 9400 to 9402, we received the error attached. as a summary, the error reads: Unable to load Disk Space related native library. Exception in thread "Thread-1" java.lang.UnsatisfiedLinkError: com.adventnet.tools.update.installer.DiskSpace.getFreeSpace(Ljava/lang/string;)J We also tried execstack -c <path>libDiskSpace.so
Duplicate Requesters are automatically created when creating a request by email
Hello, We are facing a problem with ServiceDesk Plus, when a requester submits a ticket/request using email, a duplicate requester with the same email gets automatically created. How can we stop this from happening? Our version is 9.3 Build 9335. Thank you.
Tips on RestAPI attributes
Hi all, I was hoping someone can point me in the right direction. I got a Powershell script which is able to add a resource and account using the RestAPI. But I was only able to do this, by reverse engineering (guessing) the required attributes. Like, is it RESOURCENAME or RESOURCE NAME. Now, my problem is, I want to add a password policy to the resource and account when I add it. Now it stays on the default one. I tried the attribute name PASSWORD, PASSWORDPOLICY or PASSWORDPOLICY but none of them
Widget question
Hi, Our team have all added a widget to the top left of the Dashboard to allow us to see 'Time spent' on SRs each day. I've two queries about this: 1) Currently the widget shows what sort of requests you have worked on but does not give you the actual hours/minutes spent overall for the day (as it does when you run a report). Is it possible to add this to the widget? 2) We only added the Dashboard on Monday but every morning when we come into the office, the widget has shifted to the bottom left
Tip #8: Audit DAG failovers using Exchange Reporter Plus.
As an administrator, you must know how painful database failovers are. They can cause unavailability of messaging options and communication loss for your employees, and you have to check your failover event logs to find out what caused the failover. Analyzing logs can be a complex and time-consuming process, which is why you need Exchange Reporter Plus' DAG Failover audit report. This report helps you monitor DAG failover logs and find reasons for the failovers for Exchange Servers 2010, 2013, and
ManageEngine Licensee mapping
Can I have a report available in the ManageEngine through which I can get the ManageEngine License Usage information. Regards Kumud Mishra 9830742793
Service 'greyed' out
Starting the AD Manager service on my 2008r2 DC and it starts and restarts fine, but the app icon in the tray is 'greyed out' and I cannot get to the web page.
How to change O365 Update Channel via deployment
Hello all I am trying to run a Custom computer script to change the update channel on Office 365. There is a simple script to do this found here: https://support.microsoft.com/en-us/help/3185078/how-to-switch-from-semi-annual-channel-to-monthly-channel The script immediately fails: C:\Program Files (x86)\DesktopCentral_Agent\Computer\Startup\16204>REG QUERY HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\ClickToRun\Configuration\ /v CDNBaseUrl ERROR: The system was unable to find the specified registry
GDPR Functionality
I read the release notes for 9402 and am interested in the GDPR functionality. Can I please get additional details.
Desktop Central Automatically Moving Configuration to Trash
An automated task is running at 5AM resulting in configurations being deleted by "DC-System-User" This is undesired, as these configurations are targeted to AD groups, which deploy software and/or configurations dynamically as objects are added to those groups in AD. These configurations need to remain active, and currently I have to check the trash to find what else got deleted today, then save it as new since there is no option to undelete from trash.
SDP API - Onboarding/Offboarding with Powershell
I created a couple small and quick powershell scripts to automate onboarding/offboarding requests in SDP for new hires and terminations. They create/delete ActiveDirectory user accounts, and close/create other tickets as examples related to common onboarding/offboarding process. In addition to SDP API calls, they use native AD powershell commands, as well as ADManagerPlus API calls. In our environment, new employees are created by submitting a new user template with multiple required fields filled
Password reset by user in Password manager Pro
Is it possible to generate a report that details password that were changed by a specific user ?
Requester Refresh Frequency
how can config Refresh Frequency for requester???
Exporting data from SDP MSP
I am looking for exporting one of the Account's data Like Requesters, Request and other Request attributes. Please can you let me know how I can achieve this
TroubleShooting
I was successfull install ServiceDesk in Ubuntu 16.04, but i think i have many wrong configuration. I wan to reset/clear all database & configuration to fresh install. Please step by step to do it.
How to upgrade SDP from 8.2 to 9.4
Hello, I am using the free realease. I don't know if you can help me instead. I want to migrate from 8.2 to 9.4, sqlserver. When I did the backup from 8.2 and wanted to restore to new version 9.4, the restore process said there was incompatibility issues with realease. Do you have any guide? Thanks for your help. Sebastián
Java Update 151
Hi guys, Update for Java (Update 151, Version 8) is out already since 2 days. No patches within DC. Any news on that? Thanks, Juerggen
Automated deletion of old PMP backups?
I have daily database backups configured in the PMP application. I can't find any place in the app to control how many of these backups are kept before being purged. Can this be configure in the PMP application?
Can't edit resource when password administrator hasn't Full Access
Hello, Scenario : user 01 role is password administrator user 02 role is user user 01 and 02 are in same user group : IT. IT group has permission to view all resources of resources group VPN. user 02 has full access permission on VPN resources group but user 01 (password administrator) is the owner of VPN resources group. user 02 create a new resource in a VPN resource group. After that user 02 can't edit resource but he can edit account informations. I understand that. What I don't understand is
Need to refresh page to show assigned tasks
After upgraded to 9404 and working with tasks in the Request or Change module it will allow us to assign a tech to the task but the page does not auto refresh showing the task assigned. If we refresh the page it will show the task has successfully been assigned. I have 4 of my technicians having this issue using Edge, Chrome and Safari.
Deploy Trillian
I have been Trying to deploy Trillian from the premade template and it does not work. First before even deploying it asked for the uninstall switch. Then after contacting support, they gave me the switches but that still did not allow me to deploy the software. When I deploy this I get the system can not find file specified error. Again I have contacted support with this but all they told me based on the logs was the software was not installed which I knew it was not since my goal is installing.
SQL for recently installed software
Hello I am looking for the SQL for the out of the box report for recently installed software so we can tweek it to fit our needs,
ServiceDesk won't open after Login
Hi, After upgrade to 9406 the service desk wont work. I can connect to server, i can login but after the login the server stop respond. The only warning that i get from Chrome DevTools is: thirdparty.js?9406:4 Synchronous XMLHttpRequest on the main thread is deprecated because of its detrimental effects to the end user's experience. Any one with this problem?
Requests by email
Hello, is there a way when a requestor sends in an email with a specific word in the title that this will then populate all the relevant fields or activate a specific template? For example we get requests to release emails from our exchange, when a request of this nature is sent in then the fields would be populated with the correct cats, priorities and then it's own specific SLA.
Remove solution from email
Hi there, when a user logs a ticket they receive an email back with there reference etc but now it seems to inlcude a solution suggestion at the bottom of the email, how do we stop this.
Linking open tasks to project
I have a number of open tasks that I want to link to a new project I created in SD Plus. How do I link or associate those tasks with the project so I do not have to recreate them?
category as mandatory field
when submitting a ticket, category should be filled out, but this is not the case every time. Could it be setup so category is a mandatory field to fill out?
Request reply opens in wrong window
I'm using Firefox Quantum 59.0.2, running in full screen mode on the right window on my desktop. When I click the Reply button on a request the "Mail to Requester" window opens in the center of the left window. If I use IE or Chrome the window opens in the correct (right) window, but I prefer using Firefox. I just checked and the "About" and "License" links in the help menu do the same thing. We're running ServiceDesk Plus, version 9.4 Build 9400, and I'm running Windows 10 1607 on my desktop. Anybody
Custom SD + Zoho Report on Requests and Changes
Hello, Could someone help me on create a Zoho Reports based on SD+ data. I've created a new custom reports (tabular view) that include some attribute on our changes, I've also create an another custom report based on "Request and associated changes". I need to merge both reports in one single reports. How I can do that? Thanks in advance for your help Best Regards Flavio
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