REST API
Hi, We are looking to interface IT Service Desk Plus WITH another system (CRM). I understand that you can use another system and REST API to interface and run tasks within SDP...BUT, can you use it the other way around ? We'd like to be able to set an action (Widget or Automatic) that when a specific request is raised REST API will send out a command to CRM to setup an account. Is this possible ?
Service Request - Asset Details
Can you help me to create a query that will show all service requests with their's data from "Asset Details"block? Thanks you Best Regards
Change Workflow edits are editing another Workflow!! Help!
(Reported with respect to ServiceDesk 9003 Enterprise) Essentially, I edited the SDGeneral workflow (no longer the default) and a duplicate of the SDGeneral workflow (which had been configured uniquely after duplication) changed to match the SDGeneral !! This caused notifications to fail or go out when they weren't supposed to. I have spent a lot of time I don't have trying to determine the extent of the incorrect or missing communication (doing damage control). I need to know how and why this
Workaround for Java 6 & 7 Patch Download Failure
Dear Users, Java 6 & 7 patch download will fail, since Java 6 and 7 update download links are available only for oracle customers. Refer this link for more details. Follow the below steps to download Java 6 and 7 updates, 1) Download the updates manually using the Oracle account Download the patch "jre-7u79-windows-i586.exe" and rename as 300796-jre-7u79-windows-i586.exe Download the patch "jre-7u79-windows-x64.exe" and rename as 300797-jre-7u79-windows-x64.exe Download the patch "jre-6u45-windows-i586.exe"
Workaround for Java 6 &7 Patch Download Failure
Dear Users, Java 6 & 7 patch download will fail, since Java 6 and 7 update download links are available only for oracle customers. Refer this link for more details. Follow the below steps to download Java 6 and 7 updates, 1) Download the updates manually using the Oracle account Download the patch "jre-7u79-windows-i586.exe" and rename as 300796-jre-7u79-windows-i586.exe Download the patch "jre-7u79-windows-x64.exe" and rename as 300797-jre-7u79-windows-x64.exe Download the patch "jre-6u45-windows-i586.exe"
Workaround for Java 6 & 7 Patch Download Failure
Dear Users, Java 6 & 7 patch publish will fail since Java 6 and 7 update download links are available only for oracle customers. Refer this link for more details. Follow the below steps to publish Java 6 and 7 updates to SCCM via Patch Connect Plus, 1) Download the updates manually using the Oracle account 2) Navigate to the <PatchConnectPlus Installed Directory>\webapps\ROOT\store For patch "jre-7u79-windows-i586.exe", Create a new folder "755819cc-a02b-4d37-b5b0-5e71db7f2aaf"and paste the downloaded
Change Management - Why can we choose all the items from the CMDB, such as Software or (IT or Business) Service?
Dear All, We're implementing now the Change Management module in our organization, but there some limitations which are hindering our progress. One of them is for the use case of changing to a Service, which doesn't necessarily has to do with a technical component. Other use case is when we want to make an upgrade through Change Management of an application we manage in our organization. Is there a setting we can switch on to include software and Services? Kind regards, JS
Solutions
Hi, I would like to understand how we can hide sections of the solutions tree where there are no published solutions available to the end user. Currently, we have alot of 'solutions' in the tool, but not alot of them relate to the end user in anyway, therefore, they are not made available to them. How can the portal only show the topics which contain a document relevant to that audience? http://imgur.com/a/aUWGV
Item Custom Fields
Is it possible to add a custom field to an item - to identify and assign it to a request or problem type?
admanager CSV import problems with characters like æ ø å ö ä ü
after the csv import the letters ö ü ï are not displayed properly. -- coördinator shows as co�rdinator.... Is there a way to fix that?
Force Google Safe Search into IE/Chrome/Firefox
Hello How force IE/Chrome/Firefox to use Safe Search? Regards
Does OnDemand-Service Desk Plus integrate with Outlook 365 ?
We currently have Outlook365 and are wanting to purchase OnDemand-SDP but want to make sure OnDemand-SDP integrates with Outlook365. Thanks! Jim
Does Service Desk Plus OnDemand (cloud) integration with Office 365
I see documentation about On-Premise settings for Outlook 365, but just want to make sure OnDemand supports Office 365. And if so, can you point me to the documentation? Thanks in advance.
Boot Camp May '17 - Streamlining change management
Multiple duplication of a closed ticket
Dear team, This is the first time I am contacting your Service Desk to report an issue and in search for some answers. First of all, please know that we are extremely happy with how SD plus works, and haven’t had any issues until now. Is there any known bug that could explain why we have a closed ticket duplicated several times? I am the person experiencing this issue and have made sure that I am not duplicating any tickets after closing them. I do use this feature though, but just when
login name autofill
When users browse to the logon page of ServiceDeskPlus, the username field is autofilled with a version of their username like.. %40FirstLast% autofilled from their logged in name Im assuming....they have to delete the entry and type in their correct username to login. How can I stop this autofill?
Cisco ISR4351 configuration
Hi , I have a customer that needs to monitor flow for his Cisco ISR4351 . if NFA supports that device family . and if yes , please send me the configuration details for that device to send Netflow traffic to NFA Best regards
Additional Fields - Request View Columns
Hi, Just wondering if all additional fields are used to update the request view list. It seems I cannot see "Service Catalogue - Additional Fields" but I can see other additional fields to add as columns. Is this correct? Thanks Adrian
Single 1 year report grouped by month of created time.
Dear Support team, I want to Generate Report of all the tickets of 1 year group by months on basis of Created time. Can you please help me. Thank you.
How to install a new wildcard PFX certificate in SDP 9.3?
Please supply new documentation for how to install wildcard PFX certificate on SDP version 9.3. Your install guide is old and way outdated.
Want to hide the "My Details" tab, the "Personalize" link, and the "Change Password" link from all users
I see that we can hide the "My Details" tab from Requesters by unchecking the "View their profile" box at the "Requesters are allowed to" prompt within Admin > Self Service Portal Settings. A few related questions... 1) Is there a way to hide the "My Details" tab from Technicians, especially for certain Roles, Support Groups, or anything along those lines? 2) Is there any way to hide the "Personalize" link from the user profile icon in the upper right corner of the screen (for either Requesters,
Change Requester after incident was created
Hello, i wanted to know if it is possible to change the requester inside an incident after it was created.
How to use SQL 2008 in ME products
I have a Question, how i can install ServiceDesk, AdManager and ADAudit with my SQL 2008?
"Systems Requiring Reboot" Patch report not available as Scheduled report option
Build Version:10.0.84 As you can see in the attached screenshots, the "Systems Requiring Reboot" is available as an on-demand report, but is not listed under the available reports that can be scheduled. This effectively deems the report almost useless as we need to notify systems administrators of servers that requiring rebooting post-patch installation on a weekly basis. Is this a known bug or is it by design?
Edit Worklog
I have several worklogs, I cannot seem to edit them once saved, am I missing something or is it not possible?
Firewall/router scan issue
Good Afternoon, When we scan hardware like Fortinet 100D or Fortinet 30D the asset placed in the wrong IT Asset "Router " this is wrong the asset must be under the category Firewalls .. but when we change asset type from CI type router into firewall ..the asset will moved to firewalls but then the firewall asset is displayed as unknown and will not scanned anymore Can you please tell us how to fix this thanks Br Sander Leis
AD Reports in Excel
Hi. I think this issue came after a servicepack update We have a scheduled report based on following: Get members of several specific AD groups (361 groups). The report are delivered in XLSX When we receive the Spreadsheet, every single group are made as a new sheet inside the spreadsheet. So in this case 361 sheets . What we want is a single column with the AD group name so that we are able to sort the data. Now we have to look into every sheet. I tried to do this with a CSV file, but I am not able
How to get elapsed time for each support representative's task?
Dear All, a new ticket created and handled by Support Representative 1 (SR1) at 08:00 .. and then he assigned task to SR2 at 08:15 and SR2 finished his task then assigned task to SR3 at 09:00 .. then SR3 finished and closed the ticket at 10:30 .. for reporting purpose, how to get get elapsed time for each Support Representative? please help Thanks & Regards
Extest login failures
Since installing and configuring Exchange reporter plus, we are seeing thousands of Bad User Name logon failures for usernames starting with Extest (e.g. Extest_4dfccfaf0f494..) . How can we stop these?
Can have "force reboot option" when we create a special task with "Deploy immediatly fields" different with the general parameter enable
Hello I turn off the windows reboot after "patch installed" for assets in general properties, good but sometimes i need to create specfic task to deploy immediatly patchs/software to specfics desktops, and i would like to have the option "force reboot available" at the end of the task. Regards
Wannacry Ransomeware - Quick summary
Hi Folks, Quick summary post on how to verify the below updates installed status for Wannacrypt Ransomware 4019474, 4019473, 4019472, 4016871, 4019472, 4019264, 4019265, 4019215, 4019217, 4019216, 4019218, 4012598 WannaCrypt Ransomware updates. OS Bulletin KB Number Release Date Supersede Info Latest Bulletin ID Latest KB Latest Patch IDs Released Date Windows XP MS17-010 4012598 2017-03-14 -- -- -- -- Windows Server 2003 MS17-010 4012598 2017-03-14 -- -- -- -- Windows Vista MS17-010 4012598 2017-03-14
Organization Role API
Hi, I need to organization chart for service request workflow. First solution is use "reporting to" field in active directory for detect organization chart like this LINK Second solution is use custom script for get chart organization and after that add to SDP with API. Unfortunately SDP doesn't have any solutions for add organization role with API.I think first solution is better than second, but what's your idea? Thanks
Data Dictionary
Hi ManageEngine, Can you provide the data dictionary (as DB documentation) of ME ServiceDesk Plus? Regards, Ana Linda Rodriguez V.
Need query to show all support groups that have a group e-mail address
I currently have this query but it brings up a report that is 342 pages long. I only have 20 support groups so the report shouldn't be this long SELECT qd.QUEUENAME as 'Support Group',qe.EMAIL as 'Support Group E-mail',qd.SENDERNAME as ' Support Group NAme', qd.REPLYADDRESS as 'Support Group Reply E-mail' FROM QueueDefinition as QD LEFT JOIN Queue_Email AS qe on qd.QUEUEID=qe.QUEUEID Can the query be modified to show all support groups that use a group e-mail address? I am using SDP 9.3 build 9309
Windows Domain Scan table include unknown domain name or unusable
Hi, After install SDP we have some domain name that unusable. I remove it and just remain primary domain name, but after some days I realized SDP added unusable domain name again. How to remove it permanently? Thanks
How to add monitor for Progress OpenEdge 10.1C Database Server
Hi I would like to add a database server monitor for a Progress OpenEdge 10.1C Database. It seems the the Applications Manager does not have this monitor by default how can I add this monitor. Please assist me in this regard. Thank you Regards, Rallo
Feature Request: Make the option "All approvers must aprove to go next stage" for each stage not the entire workflow
Hi ManageEngine, Can you enable the option on Approval Workflows on Requests "All approvers must approve to go next stage" for each stage, for just for the entire workflow? Thanks in advance, Ana Rodriguez.
Sending Notification Failed
For some reason every time we attempt to reply to one of our requests, we get an error notification that says "Sending Notification Failed.". We've already set up the mail server with Outlook, and service desk has told us that the mail service was running successfully. I'm not fully sure why this keeps happening, but when I went into the logs I found that this stuck out the most: "Caused by: javax.mail.AuthenticationFailedException" I'll attach the full serverout0 log to this post. Are there any
Deploying MSI with Post Installation Task to delete Registry Keys does not work
Hello all, i´ve a problem to deploy software (MSI packet) with post installation tasks included. Detailed Problem.... Deploying the MSI Packet --> works old packet will be uninstalled, new packet will be installed The problem is, if the new packet is installed, it creates two registry keys which i must delete. First problem, the software is a VPN client software, so i must copy the new package to the client before the installation starts. After uninstall the old software package and install the new
Eventlog Analyzer WMI query method
Is there any way to change EventLog Analyzer to make Windows server queries in semisynchronous mode? We are having troubles to scan devices behind physical firewall, we are getting "RPC server unavailable" error message. When running Windows Management Instrumentation Tester, semisychronous mode works, but when changing to Asynchronous mode, we get RPC Server unavailable. It seems that EventLog analyzer uses asynchronous mode for WMI queries, which don't work
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