Create Change request from Selfservice portal?
Is it possible via Self Service portal to create/send in a Change request?
User escalation process
Does anyone have ideas or suggestions on how ServiceDesk Plus can be used to for end users to create escalations on open requests?
PCI DSS Compliance failing due to TLS 1.0 and web application potentially being vulnerable to Clickjacking - ServiceDesk Plus 9.4 Build 9420
The following vulnerabilities are found in: ServiceDeskPlus Version : 9.4 Build 9420 I'll be upgrading to Build 9422 shortly. Can someone tell us if these are fixed in build 9422 or let us know how to fix the issue for a resolution. Hope this helps all others too. Thanks. Web Application Potentially Vulnerable to Clickjacking Impact The remote web server does not set an X-Frame-Options response header or a Content-Security-Policy 'frame-ancestors' response header in all content responses. This
Deletion of sheduled report job
Servicedesk sends out a report each week to a person who is not in the company anymore. The person has been deleted as technician. but we think that this persons scheduled report is still sending the report to him. is there a way to delete a scheduled report with a user who is not in the system anymore?
Customize list view SDP
Hi everyone, i want to ask: Can I customize some default lists? (Delete, hide, ...) Can the administrator account apply to all other users? (Attached File) Hope to get help Thank you very much
Migrate mysql to mssql
Hi, Trying to migrate from mysql to mssql, I've created a empty db and it fires up ok. when i do the restore data however i get the error below SEVERE: haltjvm.on.dbcrash is set to [false] Oct 06, 2018 10:41:44 PM com.adventnet.db.adapter.Jdbc20DBAdapter getShutDownStr ings INFO: shutDownStrings :: [] Oct 06, 2018 10:41:44 PM com.adventnet.db.adapter.Jdbc20DBAdapter loadFunctionTe mplates INFO: Loading the function patterns from the file :: [null\conf\Persistence\mssq l_functionpatterns.txt] Oct
Resource Mandate
is there a way to mandate a resource in a request via form field rules?
Incorrect time !
Hello, I manually updated the Time Zone with tzupdater.jar but we still have incorrect time (it's 1 hour behind computer's time) as you can see in the print screen. What's the solution ?
Multiple Request Surveys
I have a default survey with no criteria and another request survey targeted to a specific users as they requester. When that user closes a request, they are only getting the default survey email and not the other one. Can I only send out 1 survey (on version 9414) or does using the DEFAULT limit me? I need to test this new survey against a user before we can go live and it doesn't help if I can't fill it out. Please advise. Thanks
Asset Reservation
Hi Users, We are in-progress of analysing Asset Reservation feature in ServiceDesk Plus and We need your help !! Feature: The asset reservation feature makes it easy for end users to reserve company-owned equipment from a centralised location. Feature Aspects: End user will have asset reservation section in their self service portal(Home) page, so that the reservation can be easily done. Reservation page will have advanced filters so that users can comfortably refine the asset list and choose
Request Collaboration change default port?
Hi there, Our Request Collaboration isn't working (warning when another technician is in the same ticket). I've done some searching and found that the server.xml needs a connector entry with port 8081. Using netstat I can see that port 8081 is already is use by another windows application (check_mk_agent.exe). So we've changed 8081 to 8082 in the server.xml. If two technicians go to https://servername:8082 and look at the same ticket they see the notification. But when using the normal link ( on
Adding Change Approver
Hi, Can anyone tell me how exactly do I add change approver for each accounts I have in MESD? Thank you.
Service Catalog - Export to file
dears, Hi, I want to export service catalog to a file (excel). would you please assist? BR
Restore DB to new server
We need to move our ServiceDesk Plus server to a new VM and for that i installed the same version (9.3.3.5) on the new VM. I tryed the to restore a full backup (Mysql) to the new installed server with pgsql. However as per the restprestatus (attached) it only partly restored the DB. any idea what went wrong? regards Matt
upgrade path duplicity
Question on the migration path, we are currently on 9120 and want to get current. There are TWO entries for version 9120, the first says upgrade to 9121 then 9200, and the second says to upgrade directly to 9200. My question is which is correct? The upgrade path link: https://www.manageengine.com/products/service-desk/migration-sequence.html Thank you.
Powershell to get latest conversation title
I need to update the SR Subject based on whether the conversation title has specific words in it. I can create a custom trigger to fire when there is a new conversation added and I know how to update the SR subject ($obj.Request.Subject) but how to I extract the Conversation subject/Title from the JSON file? 9.4 Build 9401 Chris White Horizons Regional Council New Zealand
Sites in ServiceDesk
Hi I see that you are not able to choose the drop down list for Servicedesk as a regular user but the Sites are only visible to Technicians and Admins. Please, let us know how we could enable the sites options so users can choose the sites that they belong to. Thanks in advance
Custemize ServiceDesk Plus
Hi everyone, i want to ask: Can I edit the title? (attach) Can I create more similar menus? (attach) Hope to get help Thank you very much
Add custom Text and Link into Indecent Template
How can I add some custom text and link into a indecent template? I'm looking to add a static link to the solution article on "How to copy and paste"
Use of Additional Change Roles
In the workflow for changes, there is the ability to use all the other "change roles", and even in change roles, there is the ability to create new roles. I can't seem to figure out how to utilize those roles in the change. As it stands we can select "change manager", "change owner", "change requester". What if i have a different "change approver" or "change reviewer" that isn't a static person. i.e. it needs to be selected. How are others using these additional roles? As it currently stands i can't
ServiceDesk Plus 9421 Released
Dear Users, SDP 9421 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9421 SD-73564 : Cross site scripting vulnerability is present while viewing the asset details page. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Windows Domain Scan
have configured a Domain entry that includes:- Domain Domain Controller Login name and Password (which is an AD Domain Admin and has the SDAmin role and no other. When I attempt to run a scan I get a permissions error message. See attached. Can anyone advise?
Need in preset "due by date''
Hello, I need in preset "due by date'' for a filter that shows requests which deadlines today and tomorrow. I know how to show it using extended search, but this action needed everyday changing date.
question about - Change custom trigger
Wonder is action could assign a change manager based on a criteria.
9418 requester portal not mult-lingual
Just tested the new 9418 (well 9419 actually) and discovered they changed the widget to raise a new ticket in the requester portal. Basically there's 3 options: - Create an issue - Request a service - View all solutions Turns out these options doesn't translate like the rest of the product. So if you have the multi-language edition, be careful berfore you upgrade past 9417! Someone asked this in another thread, and got no answer, so I'm gonna try: Is there any way to bring back the old widget? /Rasmus
Reporting on Custom Field (Not Common)
MSSQL SDP 9.4 Build 9419 Hi i would like to run the below query but i need to include a field called "Category of the Request" with the below details: API Field Name Type Column Name udf_pick_1216 Pick List - - UDF_CHAR32 SELECT "wo"."WORKORDERID" AS "Request ID", "scf"."GUDF_CHAR2" AS "PR Priority", "aau"."FIRST_NAME" AS "Requester", "dpt"."DEPTNAME" AS "Department", "cd"."CATEGORYNAME" AS "Category", "wo"."TITLE" AS "Subject", "cri"."FIRST_NAME" AS "Created By", "ti"."FIRST_NAME" AS "Technician",
reports
scheduled reports only on weekdays
Any new server software requirements for 9420?
Hello. I have SD version 9204 and would like to upgrade to 9420, so I wanted to know if latest version requires any different prerequisites? For example, some systems require new version of Java, MS SQL, etc. to be able to upgrade to a higher versions. I tried to find info about SD requirements per version but found only general ones here https://www.manageengine.com/products/service-desk/system-requirement.html So I wanted to be sure if I need to change something or not. Also, if I am not mistaken,
How do you manage onboarding/offboarding tickets?
I want to automate certain tickets based on category. Specifically, if I have a category "Job Changes", with a sub-category "New Hire", I want to automatically populate tasks like create AD account, assign/configure phone, assign computer, etc. I have SD Plus Pro.
requests
Is there any tool which can leave group reminder but per request... for me important is that it could pop up. that's why notes is useless for me, I need it to pop up
Has anyone experienced problems with custom translations in SD 9420?
Some of our custom translations aren't translated anymore, after we updated to 9420 or maybe 9414 before that. Has anyone else experienced the same thing? Trying to figure out if I should create a support ticket with ManageEngine... /Rasmus
Add user instructions to Incident Template
We are having continual issues with users not logging all the information we need to solve their problems. I would like to add some text instructions to the incident template with a list of information that should be included if relevant. Is there any way to add static text that is not in a field onto the template? Alternatively I could add a multi line text field that is not editable, that has the instructions as default- however I would need the field to go across the whole width of the form (same
Implementer cannot see changes on calendar
When a user is the implementer and not the requester on a change, they are not able to view see it on the calendar.
Attachments being embeded
Hi, We have a requirement sometimes for email attachments (*.MSG) to come into Servicedesk as attachments, yet Service Desk Plus trips the attachment and embeds it into the email. Do you know how to keep these from being embeded?
Making some fields mandatory when closing a particular template
I need my technicians to fill out some extra resource fields when closing one particular template. I tried to get this to work in field and form rules but it would not work. What is the best way to do this?
Notification
We have a scenario where for ex: Training Dept to setup some laptops on a specific date in the training room through Calendar. The Help desk techs get the request when it is created and it is sent to them as an email. Now, is there a way that all the tech can get notified 1 hour prior to the training so someone does not forget that a laptop needs to be setup and in that way at least someone takes care of it, if the main people who accepted to set it up are not available, I hope I am clear in this,
ServiceDesk Plus 9420 Released
Dear Users, SDP 9420 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9420 : SD-71359 : Configure Agent's TLS Protocols and Ciphers to secure communications from within the Agent side. Configure it under Admin >> Windows Agent Configuration >> Settings. SD-73273 : Field and form rule configured with the "enable field" action for incident template does not get applied to request form. SD-73254 : Asset
AD Import schedule once an hour instead of once a day
Hello, We add employees quite often and have to continuously manually run the AD User Import process in SDPlus. Is there a way to schedule the AD import once or twice an hour, or perhaps is there a command line that I could script myself? Another option would be to have a one-click shortcut that would import users with the existing OUs already set. The current method of drilling down multiple levels of web pages is cumbersome and time-consuming. Thanks!
"Configuring Role Based Approvals" - ServiceDesk Plus - OnDemand Cloud
Is this possible in the Cloud (OnDemand) version of ServiceDesk Plus?
Approval Workflow
I have a need to manage several approval tasks as follows; 1. Ticket created by person A 2. Approval Sent to Person A's Manager 3. Approval Sent to Person B's Manager (Person C) if conditions are met (if field x is Yes add this approva) 4. Approvals never to reach beyond Person C (so if person B creates the requests and reports to C then it only sends one approval) I can acheive 1 and 2 through $REPORTING_TO$ in the approval task but not sure how to aheive the rest. Would be happ if the condtion
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