Login image
The login_image variable on the login form seems broken. we have a custom image, but it does not display. <div class="logo-heading" style="display: block">{{login_image}}</div> I would prefer not to "write around" this issue. Is this a known problem, or did something change that I need to update?
[SDF-62459] Is it possible to limit which groups and techs another support group can assign to?
Is it possible limit who a technician or group of technicians can assign a request to? Our tiered support (1-4) reside in different support groups. We're having issues with Tier-1 skipping and assigning to T-3. We would like the only option to be for them to assign to T2 or to reassign to other groups that are not in the tiered group. Additionally, we want to make sure that technicians are only assigning to groups and not individual technicians. Is that possible? Thanks, Adam
[SOLVED] mail fetching stopped
Hi, My server suddenly stopped fetching mails. On Mail Server Settings I see "FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate." I tried running gencert.sh and copying jssecacerts file but it doesn't help. My serverout0 log file shows: [13:01:12:329]|[01-09-2020]|[SYSERR]|[INFO]|[102]: Caused by: javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX
How to integrate several independent SDs
Hi, We have several SD that they are workin independently. Each Organization has own requests, incidents, support groups, ... In some cases, it is necessary to send a request or incident from one organization to another and be resolved by that organization's support team. The request status should be updated in two SDs. How should this integration be done? Regards Hamid
ServiceDesk Plus 11005 Released
Dear Users, We are glad to announce the release of latest servicepack 11005 for ServiceDesk Plus. This servicepack includes new features, behaviour changes and Issue fixes. New Features : SDF-76315 : Request Details Page Customization Customize the Request Details layout by moving around the following : Fields in the right panel Resolution, Tasks, Work-logs, Approvals, Dependencies, Time Analysis, and History tabs Description, Conversations, and Properties You can customize the Request Details layout
[DidYouKnow - 30] Auto-notify users when request is submitted during non-operational hours
Hello folks, One of our customers had come up with a requirement to notify him or a group of technicians when tickets are created "during non-operational hours". His primary concern was to not miss any high priority tickets. Their organization was getting a lot of negative feedback from their end-users because of not addressing show-stopper issues and they couldn't figure out how to put a full stop this issue. The customer wanted to check with us if we can provide a solution. Initially, the customer
Project Management additional fields
Dear forum members, is there any possibility to add custom fields to projects? Existing set doesn't met business requirements. Actually, this module looks a bit cut...
Change request ID start number
Hello, my version is: 10.5 Construir 10506. I'm trying to change the incidence number. I used to use: 1. For PGSQL database : connect to the database following the below steps and then execute the queries. 2. Open command prompt on the application server,connect to the folder ManageEngine\ServiceDesk\pgsql\bin and use the command psql.exe -U postgres -p 65432 -d servicedesk But I run it and ever if I restart the service ir doesn't tun ti as before. Could someone tell me why? Thank you very much
IT analytics in 90 seconds: Managing project delegation the right way
Easily keep an eye on project delegation using the Milestone Ownership report in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial:
Preventive Maintenance not working on 11010
Seems to have started happening as soon as we hit 2020. Our preventive maintenance tasks no longer trigger. We have tried updating the tasks but this did not work. We are running the latest version of ServiceDesk. Is this a known issue or is it just us?
PowerShell Script for Sending Email via API
Hi, I defined a custom trigger to be executed when a request from a specific service category has been approved. Basically, a Powershell script which accepts a json file as parameter is executed. The Powershell scripts then takes the WorkOrderId from the json file and passes this to a crystal report as a parameter. The crystal report then passes this parameter to a SQL command (stored procedure) to get corresponding values for the WorkOrder.(This is all happening). The report that is then generated
[Tips & Tricks] Script to append field values
Scenario: One of our customers had come up with a requirement to capture a date type of additional field value to the subject of the request. This would make his work easy rather than updating it manually. He preferred to capture only the date (without the time value) to have the subject content look better. Head to this article to learn about the field and form rules. Solution: His requirement was accomplished through Field and Form Rules Javascript.
Invalid form of approval.
Greetings. When manually adding the stages of approval, an incomplete form is issued. When adding the first stage, the form is correct, there is a topic and description with a link to the approval page. When you add the second stage, a truncated form periodically opens, without a topic and description. I enclose a screenshot of the form. The problem does not always occur, what can it be connected with? How to fix it? thanks.
Custom Contract Query that shows Technician to Notify
We'd like a report that will show all contracts expiring within 90 days, and we'd like a column included that lists the "Users to be Notified" for that contract. The idea is that the manager will receive the report and be able to know Technician A was the one responsible for updating the contract details and needs to do so.
SSO log file
Why do the sso.log file get so big? It's now over 6GB. Is there some way to purge the file without stopping the service? We cannot just stop the service on a production system, without putting in a Change Request that needs to be approved by multiple people.
[SDF-65432] Work Log question
Are we able to change the link for Worklogs from Owner to Charge ID? Also, can we show Additional Fields in the column list?
request ID: SDF-60554
Can someone tell me what is the status of this development number? And is there a way for me to check on this? The road map does not have the feature ID
[SDF-33164] Approval
Today you press a Approval button in the approval flow but to be a valid approval that is similar to a signature you should input your password(AD) and then press approve. If you can add this we would be very happy then we can get rid of all paper based request forms and add them to the self service portal as request forms. Kr Thomas
[SDF-51074] I need to create task for my group that I am supervisor
Hi, When I want to create single and independent task for my group that I am supervisor in this group, I don't see Group field in new task form. How to appear this option in new task form? I wanna to track tasks that assigned to my group technician. Already when I created task for someone in my group, I didn't see it. What should I do? Thanks for helping
Error Code 1008: Data Inconsistency in Application tables
Can anyone help with an error message 1008 Updating from 11004 to 11010 Data Inconsistency Found : WORKORDERDELETEHISTORY.WORKORDERID has some data which is not available in WorkOrder.WORKORDERID, COUNT: 16 Upgrade is aborted as this may create some issues during data migration Thanks in advance Stuart
[SD-72008] Line spacing of messages in Outlook
Good Day I am facing a problem with the line spacing of messages displayed in Microsoft Outlook. I have not figured it out when it exactly does happen but maybe you are aware of this problem. For example, when I forward a message in ServiceDesk Plus and one receives it in Outlook, the line spacing is too big. I have attached a screenshot from the same message displayed in ServiceDesk and in outlook.
[Blog] 8 significant stages of Asset LifeCycle
Every organization has assets. Your organization must be having assets too and managing them is always a challenging exercise. This is why the term life-cycle is very crucial in asset management. IT assets are generally managed using IT asset management (ITAM) software and a key process within asset management is the understanding of the asset life cycle. This gives the organization complete visibility and control of its IT assets. Here’s an interesting fact: In a recent analysis by Deloitte, it
[SDF-33164] Feature Request: Ability to upload/sign documents
We'd like the ability to add an Adobe esignature in the browser preview screen or the ability for approvers to upload via the Approval screen. Use Case: Following a submitted contract ticket, the details are sent to various signatories. These individuals review the contract details, contained within the ticket, and then esign a PDF document. We're trying to remove some of these manual steps and would prefer to have the ability to add an esignature via the browser preview window or the ability for
Custom Report Query - Status Change
Hi All, We're trying to implement some auto closure rules so that when a technician places a job into a specific status (in our case it's "Awaiting Requester") that we can have them auto close within 3 days if no response is given (if there was a response, it would update the status). I've found a few articles on how to achieve this (https://pitstop.manageengine.com/portal/community/topic/how-to-automatically-close-unanswered-tickets) however they seem somewhat limited as they could potentially
Automatic Filtering
Good day, It would appear as though at this time the only options that filter based on a previous input is 1. Category defines the available options in 2. Subcategory which defines the available options in 3. Item Does SDP posses the ability to link other fields and filter for example: If I create a new "Request Type" can I cause the request type to filter "Group" to only display relevant groups defined in a custom matrix. Likewise I would like to for example start with "Service Category" which
Support portal widgets
Hi, I'm reasonably new to the support desk thing and have provided the link to the Support Desk Portal to a number of clients. I noticed you can add widgets to this, does anybody have code for these widgets? or know somewhere I can find widgets to use for it? Thanks, Jareth
Deprecating version 2 REST API
Dear Users, We are deprecating the version 2 (/sdpapiv2/<modules>) of REST API for all the modules in ServiceDesk plus. At present, the following modules support version 2 format: task, worklog, solutions, attachments. These changes have been done to bring consistency in the format across modules. The support for version 2 will be completely removed from Jan 2018. We are pleased to inform that version 3(/api/v3/<modules>) format of REST API has been released already for all the modules
Update Service Desk to 11 stuck at Applying DB Level Changes
Hi guys, I'm trying to update a SDP installation from version 10513 to latest 11 available but I can't because I obtain an error during "Applying DB Level Changes" step. For your convenience I have uploaded pgsql_Tue and updatemgrlog0 logs on Dropbox, but I prefer to share to you the link using email (I'll reply to your email after ticket opening). Thanks in advance for your support.
Query: Linked ID created date
We have this query to generate request based on their created time. It also includes all the request linked to the request. How can we generate a report that would only include the linked request that is based on their created time? Only request created within a month will be generated the same as the linked ID. Ex. ID#1 (created date: 10-24-2019) linked with ID#2 (created date: 10-26-2019) & ID#3 (created date: 11-03-2019) Only ID#1 and ID#2 will be included in the report if the Created Time parameter
[Free e-book] 5 cost-saving opportunities in the IT asset life cycle
Organizations tend to overlook opportunities to control IT costs, particularly when it comes to IT asset management. This e-book outlines five cost-saving opportunities in the IT asset life cycle, from asset procurement to retirement or disposal.
Technician Actions Report
Hello, I need to be able to clearly report on what my technicians are doing. I can see how many calls they log/close, but not how often they touch/update a call, so if possible include Edit call, Add notes, send email, etc. I've found the below query previously shared, however I'm not sure it works correctly as I've ran it for today and none of the actions taken by me today showed on the report If I could get an update versions, ideally it would have the same fields, without the grouping, but with
Project Report with Comments
Support, I would like a report that shows the project with the comments for the project. For now I only want to include the comments for the project, and not the milestones or tasks associated with the project. I would also like the report to only show requests that are "Open", "On Hold", or "Work in Progress". Please have the report ordered by Scheduled Start Time. Fields I would like to include: Project ID Project Title Project Status Scheduled Start Time Scheduled End Time Comments
Survey functionality extremely limited
The survey functionality is extremely limited - having just the free-text field and no other options like drop-downs, radio buttons, etc means that it is almost useless if trying to conduct a meaningful survey. Users are not going to be typing lots of text, and you want to be able to use some field options (like radio buttons, etc) to be able to do proper analysis of survey results.
Single Side One Chrome Browser
Hello, we would like to log in and stay logged in to the SDP portal or at least that the username and password are saved. Unfortunately this is not the case. After some time has passed, the login data has disappeared from the login screen. Does anyone have an idea or a tip for me? SDP Version 10.5 Build 10512 Thanks for your help
[SDF-84347] Zero separation With commas in numeric fields
Hi Why in numeric fields, numbers with multiple zeros are not separated by commas or points ? Like: Use 1000 separator (,) 590.000.000 Or 590,000,000
change istance name
Hi team We recently upgrade to the new version of servicedesk plus. And I'm looking for EMS features.. Is it possible to change the name of the default istance IT Helpdesk? thanks Stefano
IT analytics in 90 seconds: Tracking projects using burndown charts
Track work that's yet to be completed, and predict when your project will be finished using the Project Burndown report in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial:
Auto-Close Updates
HI, When Requester does not close the request: it should auto-close. When a Technician Update Request with Closing remark & the requester does not close the request. Such request Should be auto-close with time frame. Can this be achieve in current Build.
Showing effort across days (Availability Chart)
We'd like to be able to show effort for a task/request/change in the calendar. Currently the calendar shows the count of events that are due on a specific date. This information is useful but it does not show how much a) time the technician allocates to a task (effort) and b) available cycles for the week/month Pie in the sky is to have a resource utilization chart similar to what is available in ZOHO Projects. https://www.zoho.com/projects/resource-utlization-chart.html SD 9311 Enterprise MS
Convert Incident to Problem
I know it is possible to convert an Incident to a Service Request, but how would I convert an Incident to a Problem? The initial user report has been resolved with a workaround. The Incident ticket has information including the troubleshooting that was done that I would like to include in the Problem ticket where we dig down to actually fix the back end. Joanne Rogers
Next Page