Change module - How to set status with logic?
Hello everyone. I have a question about the status and stages, in the Change Module. Analyzing our current change process, we saw that in some moments, the change passes through several states. We understand that we can represent those different moments, in various states within the stages. These states have a logical order and should not be able to move freely among themselves. As a first attempt, we associate actions to the state, thinking that this was the way to make a logical order between them,
Category, Subcategory and Item reporting
Hi I have written a sql report to display category, subcategory and item details and would like to ignore the greyed-out records but I cannot work out which tables I need to access to achieve this. I tried isdeleted fields but they refer to genuinely deleted record. BUILD 9317 MSSQL Report so far: SELECT "cd"."categoryname" as "Category Name", "cd"."categorydescription" as "Description", "sd"."name" as "Subcategory Name", "sd"."description" as "Description", "id"."name" as "Item Name", "id"."description"
Project Management Module of Servicedesk Plus
When viewing all projects in the Servicedesk Plus projects module the only options for displaying a list of records is 10, 25, 50 projects. Is there a way to make it display more projects without having to page it after 50? It would be nice if it could display 10, 25, 50, 100, 200
Item field on requester template
We have category-->subcategory-->Item fields configured on Servicedesk, is any way to have this "Item field" in Requester template? I see here only category and subcategory but not "Item field"?
Report data
Hi, How would I include the actual work log details I have recorded in a report? Thanks
Problem with Projects menu
Hello, I've got question regarding our ServiceDesk product. Last week we've upgraded it to ServiceDesk Plus Enterprise version. Everything is ok, license is added but I do not see a Project overlap in the Dashboard. In the Administration menu I see options connected with Project Management for example types or status of the project I have no option to add a new project etc. Is there any additional module I should install? Or some change in the administration menu is necessary? Thank you in advance
Unavailability of the Service Desk Plus server after upgrade to version 9.4.9400. The server does not listen on port 80, 8080
Hello. After upgrading the Service Desk Plus server to version 9.4.9400, the server stopped listening on port 80 (8080). And does not respond to requests from browsers. How can I fix this problem? Sincerely. Igor Stepanenko.
Asset Scanning
Whenever I run an asset scan, it is picking-up that laptops are workstations, even-though I have set the model to be a laptop. This was working fine 2 days ago and is now not working correctly since the latest update. In the image 1.jpg the asset is selected in yellow and is appearing in the "Workstation" list In image 2.jpg it is the same asset, but appearing in the "Laptop" list Image 3.jpg is the Product setup, and as you can see, the Portege Z series are classified as a "Laptop" As stated, this
ServiceDesk Plus MSP - version 9.3 - Build - 9306 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.3 - Build - 9306 Please refer the Migration path table available here and upgrade to our latest build 9306 What's new in ServiceDesk Plus - MSP 9306 ? Enhancements : SDPMSP-10869: Easier value selection component introduced for all fields in Change request. SDPMSP-10986: All must approve option, introduced for incident request under the Approval Configurations, can be used to mandate. SDPMSP-11206: Option to add attachments in the resolution
How to clean up Service Desk manual entries after Desktop Central interface live?
I'm working on cleaning up our asset list in Service Desk. We had many manual entries, some with missing asset tags or manually entered computer names. We were also using the SD scan functionality. Once we got Desktop Central working, we're finding we have multiple items that we need to clean up. I know the SD scan matched to entries by computer name, asset tag, and MAC address. When Desktop Central pushes its scan information over to Service Desk, which field does it use first to find a 'match'?
Time when errand change from one queue to another
Hi! I'm searching in SQL DB for information when a errand change from example firstline queue to the secondline queue. I need to get that date, so i can get information about all new errands i one queue, even if they was created yesterday. So all new errands for that queue that has been moved/created to secondline this date. Is that possible? Which table can i find that? I found that WorkOrderHistory table have information about when something happend in a workorder, but not WHAT happends, maybe
Serious Flaws Affect Several ManageEngine Products
Hello Accroding to SecurityWeeek there are security problems with ME software. Please take a look into LINK When we can expect fixed version? When I check it in About page of my SDP it shows "9.3 kompilacja 9335" as a latest version available to download Regards Slawek
Interface Logs
Hi, I'm currently running OpManager 11, and am looking for a way to view what port a device was on, on a switch 6 weeks ago. I have the MAC Address, IP and Name of the device, but I need to find out what switch port it was on. Is there any way to do this? Thanks Chuck
how to filter results
Hello I have a porblem to filter out some workstation. In Assets > Desktop > CI Type I have : - Workstation - Windows Workstation I'd like to get only "Workstation" without "Windows Workstation" as a resoults so what I shoud put in field when I doubleclicked on CI Type button. How to use negation? I tryed with "!" but it doesnt work. Regards Slawek
User does not have sufficient privilege when doing Windows Domain Scan
Hi, When try to do a Windows Domain Scan with the servicedesk system,i'm getting User does not have sufficient privilege. I'm user the administrator domain login so does have access to domain. Any help would be gret. Thanks Keith
requests template display order needs to be modified
At the moment when opening the at tab in the incident catalogue, the first choice is X request, however Y is all the way at the bottom so the production uses Y requests instead of X . Could we have Y first, then X.
Dashboard widgets
Hi all I am currently trying to make usefull widigtes exactly for our needs. The standard widgets on the helpdesk dashboards are clickable so that you can pull out the list of affected tickets. How do i make reports myself that can do htat?
En-mass Create Daily Report?
Is there a way to use the "Query Report" function to create a single report that would send an email to each Technician, their individual number of "Open Tickets" without having to create a whole new report for each Technician? I'm looking for one report that would email around 27 people just their number of "Open Tickets" in the email sent to them, not the same report with everyone's stats sent to everyone. Unless me and a colleague who were at a conference in NY last year, 2017, heard incorrectly,
Manger wants to be notified on first reply to ticket
I have a manager that wants us to start manually replying to each ticket but he wants to get copied on that first reply. I've checked the box that he should be notified on any modification but that doesn't seem to accomplish this. Is there a way to automatically do this or will we all just have to manually CC the manager on that first reply? I would be OK if he would just all replies too, but that didn't seem to work either. He's wanting to see something like "time to first contact" by a technician
Requests by Technician with an Other Field.
RIght now, the requests by Tech only shows Open, On Hold, and OverDue. I create a few more categories, that I would like to show in this module. is there any way to add this or make a new module or something like that Attached is what I am looking for if that helps. thank you
Register
How do I register for OpManager
Should I use Windows Domain scan in ServiceDesk Plus since I have DesktopCentral integrated
I saw in the documentation that if you integrate MeDC with SDP you should not install the SDP Windows Agent. But, should I still plan on doing scheduled Windows Domain scans? I'm a little confused on this and seem to have machines in SDP that are not getting updates from MeDC. Thanks!
User does not have sufficient privilege when doing Windows Domain Scan...
Hi, When try to do a Windows Domain Scan with the servicedesk system,i'm getting User does not have sufficient privilege. I'm user the administrator domain login so does have access to domain. Any help would be great. Thanks Keith
Question About the new API Version 3.0
https://help.servicedeskplus.com/api/request-operations.html Is this the total amount of all possible API calls for version 3.0? I do not see anything for Projects. Should we assume APIs are not available for Projects within ServiceDeskPlus?
9400 mail fetching
After upgrade to 9400 mail fetching do not work, Admin menu "Mail server Settings" do not open
***Read out the value of a field and insert it automatically in the "Subject" field***
I would like to read out the value of a field in a template and automatically insert it in the "Subject" field. Does somebody has any idea? many thanks
Installing a new OpManager
I'm going to ask you guys for help on one thing. The opmanager (11600) that we used was installed on a new server. when installing to the new server, select PostgreSQL as its database and complete the installation. We can not add the backup file we got from the old server to our new server. Why is this problem causing?
Free webinar: Everything you need to know about ransomware
WannaCry. Petya. Locky. These were some of the major ransomware attacks that affected organizations in 2017. Security experts believe we will see more large-scale ransomware attacks in 2018. Worried about ransomware hitting your enterprise? Join us for our webinar to learn: The basics of ransomware. The set of best practices that you can implement right away for mitigating the attack. How our real-time file server auditing solution can detect and shut down ransomware. Date and time: Feb 8th @ 2 PM
Security Advisory - Fix available for unauthenticated blind SQL injection vulnerability issue. Apply the latest service pack.
This is a security advisory for Firewall Analyzer customers using versions 123045 or earlier. We recommend that you upgrade to the latest version of Firewall Analyzer, 123057, to fix the security vulnerability described below. Description: Firewall Analyzer contained a vulnerability through which it was possible to upload files using an unauthenticated servelet. This was identified and disclosed by Digital Defense, a provider of security risk assessment solutions. For details, please refer to the
[Security advisory] Immediate attention needed for Netflow Analyzer
Hi there, This is a security advisory for Netflow Analyzer customers using versions 123052 or earlier. We recommend that you upgrade to the latest version of Netflow Analyzer, 123057, to fix the security vulnerability described below. Description: Netflow Analyzer contained a vulnerability through which it was possible to upload files using an unauthenticated servlet. This was identified and disclosed by Digital Defense, a provider of security risk assessment solutions. For details, please refer
Get your questions answered through our brand new Community Learning Series!
Hey there! As you may have noticed, every Wednesday for the past few months, we've posted Tips and Tricks on how Exchange Reporter Plus helps you address common Exchange problems. Now, we're going to continue doing that, but in a new series of posts called the Community Learning Series You get to choose the topics. It all rests on you! We want to tailor our how-to posts to suit your needs. So if you have any question about your Exchange environment or Exchange Reporter Plus, ask away! You can even
Importing Technician information and Technician Additional Fields from ServiceDesk MSP Plus
Hello, I would like to know if I'm able to import to Analytics Plus the information related to the Technicians and the Technician Additional Fields (where I added a field named Tech Utilization Rate (%) ) from ServiceDesk MSP Plus Thank You, David Barbosa
Move Custom field to Common Fields
Is there any way to move a custom field created under a Service Category to Common Fields? Thank you.
Clarification on one of the upcoming features
I was looking at your upcoming SDP features and was curious what this item means: Gamification to break the monotony of the everyday and motivate technicians to enjoy their work. Can you explain what this feature is and what it entails? I'm just very curious how you re accomplishing this. Thanks!
Purchase Approvers \ Technicians
In order to approve a purchase does the user have to be a technician? We have quite a few people that approve purchases and some once or twice a year yet it consumes a technician license currently.
Editing Purchase Order No.?
Is it possible to edit the Purchase Order No. field for already existing assets in Assets/CMDB? I don't see it in the edit window. Thanks.
Change Workflow: I need to deactivate the emails notifying the user, about it has been assigned as a CHange Requester.
In our customized workflow I deactivated all the emails to the CHange Requester, giving the Change Owner more power to coodinate with the end user. There is an email triggered every time I put the end user name at the Change Requester field (just as a reference) at the submission stage, when I "SAVE" the information. At the normal panel of Stage Status is not posible to customize that email. How I can deactivate that notification email? Thank You. Jose Ugarte
Moveing Tech's from requesters.
So right now I have a few tech's, that are not on the domain I have SSO setup now, and would like to add the corrasponding requester and merge them into the tech account that is already created for example John Smith is a requester, with the ID of john.smith, but I have a Tech for him that is just John Is there a way to get John.smith to be a tech without loosing all the tickets assigned to John? i hope this makes sense.
Incident templates Rules - On Change
When we have a rule e.g. A Execute Script which sets the subject when a technician field is change, why when we click the edit button by the request details (Under the Requester Conversation) does the rule not fire. But when I enter the full edit mode by clicking the Edit button on the top of the form does the rule fire? Is there a work around to make this work? Thanks
Assigning Labels to Notes
I've seen the feature for creating custom labels, and assigning them, but only to emails attached to requests. Is it possible to add a label to a note? Thanks! Nick
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