Mandate asset field
Hi, I am looking to mandate the Asset field in an Incident Template (probably in other Templates too) but cannot seem to find it using the Hide Field in Field and Form Rules? Can anyone help?
Can we connect SCCM database And Service desk manage engine CMDB ?
Can we connect SCCM database And Service desk manage engine CMDB ?
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Service Desk Plus Upgrade Failure
I am trying to upgrade our test system of Service Desk Plus, I have successfully installed a few patches but when trying to go from version 9300 to 9335 it fails and the following error appears in the log file: java.sql.BatchUpdateException: The INSERT statement conflicted with the FOREIGN KEY constraint "CustomReportFilterColumns_FK1". The conflict occurred in database "servicedesk_TEST_NEW", table "dbo.CustomReport_Details", column 'REPORTID'.
Office 365 Certificate Issue Mail Fetch
Hi Guys, As many other people here we have an issue with the mail fetch function in Servicedesk Plus. The following error can be traced back to the logs: Exception when connecting to store.|javax.mail.MessagingException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target; nested exception is: javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException:
Retain data when changing the Template
Hi, I have noticed that, if I enter a lot of data into a new Change form, then decide that I have used the wrong Template, for instance I may have used the default but actually my change should be Emergency, I can change the Template I am using but this wipes out all the data I have entered. I am sure that I have seen a popup somewhere asking me if I want to reuse my data, but this doesn't seem to be working at the moment. Any ideas? Thanks In Anticipation Ian
New survey report query 9414
For the new survey tool (which I love) is there a query to get to this information using the old report tool via SQL? The new report is behind the admin tab and I have users that want to be able to see this data themselves. There isn't a SQL option to modify or grab the query source so I can dump it into SQL Manager for example. I used to be able to mine the data and get individual results per question. Is that still possible and, if so, how. Given that I can have multiple surveys with different
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[Upcoming webinar] How to implement continual service improvement in your help desk
As the needs of your customers evolve, it's important that your help desk evolves along with them. Otherwise, you risk becoming obsolete. Join us for our three-part webinar series to discover how to implement continual service improvement (CSI) in your organization in phases, starting with: Request resolution times. Learn how to visually compare past request resolution times with current resolution times; use analytics to identify and rectify key factors that drag down resolution times. Date: September
Translate service catalog message
How can I translate users service template catalog's message? I couldn't find it on translate menu.
Filtering specific data within a custom report
I've recently created a custom report on survey's that were sent to my employees, however I have to somehow separate (possibly by using a filter) the surveys that have been completed along with the surveys that have NOT been completed. I'm not quite sure how to set this up. I did add a field called "Rating" within the report that does give me not assigned, if they have not taken it, however below that it is showing the rating numbers. I'd prefer to have that instead say "completed" or "assigned".
Preventing "Automatic reply" emails from creating new tickets
We have technicians who are emailed daily/weekly/monthly reports from SDP. Whenever they are out of the office and have enabled automatic replies, a new ticket is always created. Deleting it only takes a minute so it's not a HUGE deal or anything, but it it's a bit repetitive. I was looking in Business Rules to see if there's a way we could just discard the email and under actions, there's one called "Negate." I looked in your documentation and couldn't find anything for this rule, but I'm assuming
Upgrade process for 9.3 build 9300 to 9.4
Can someone provide the correct approach here? Can we just apply the latest PPM, ManageEngine_ServiceDesk_Plus_9_3_0_SP-0_35_0.ppm, for 9.3 to take us to 9.4? This is what we did for 9.2 to go to 9.3. Thanks.
Creating UI for service desk plus
Hi I need some help in creating a Ui that pulls data from my help desk ? Any guidance ?
Clear Text in a Field
Dear All, During some searching yesterday I came across a script that would allow you to put guidance notes in the Title Field and Description Field and would pop up an alert if the user didn't change them before saving the record. And then I got asked to do just that this morning, and now I can't find the post. And believe me, I have searched and searched. Can anyone remind me what it looked like? Thanks In Anticipation Ian
Creating a UI for service desk plus
Hi All, I need to code a UI for service desk plus to be able to pull our current logs.. Any guidance?
Technician reply custom trigger
Hi there, I want to add a custom trigger when a technician reply to a request through portal, the same way that is possible when a requester does it. Can anyone help me?!!
Unable to restore the Backup
Build is 9414. Trying to restore the backup on test environment. Attached the error display.
Filter Categories by User Groups
Is there a way to only make certain Categories visible to certain User Groups? I know templates can be displayed to certain User Groups, but I'd like to do the same thing with Categories. Or is there another way to filter them by site or region perhaps? Essentially it would be great if when creating the Categories, the same option that's available when creating an Incident Template is available there as well. See attached screenshot.
user onboarding
How do you guys setup user on-boarding process on Service Desk. It seems to me that the task feature might be limited on handing off from one tech to another tech if you have several tier levels. Just want to know how others have setup their new user on-boarding in their ticket system. This entails such things like: Has the computer profile been setup Has Wi-Fi Been deployed out to the computer Has the printer been installed for that specific office location Thanks, Z
SDP Mobile App and Assets Scanning
We currently have SDP premise and have the mobile app on our iPhone. We are about to perform a physical inventory of our equipment and wanted the techs to be able to scan our barcode with the mobile app to look up the device. Inside the app, I go to Assets> Scan Assets. The scanner reads the barcode but then says No Details Found. This also happens when I type in the barcode. Is there a way to do what I'm asking? If not we will have to go back to pen and paper.
Request status change approval
Hi everybody Is there some way that a technician request an approval before change the status of a request? We are looking for some kind of workflow that prevents that a technician change the status of a request without an specific approval of a manager Thanks for any comment
Setting the Change Approver
Hi We've just installed Manage Engine & so far, so good. I'm setting up the Change Management module & can't see that the ChangeApprover field can be added to the template. Is there was a way of setting the ChangeApprover dynamically on category selection? For example, If the change related to Infrastructure , the ChangeApprover would be set as our Infrastructure Manager. If it was an SQL change it would be set as our DBA lead. I can set up templates for 'Infrastructure Change' or 'DBA Change' etc.
ServiceDesk Plus 9415 Released
Dear Users, SDP 9415 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Vulnerability : SD-72109 : XSS vulnerability found in the asset details page is fixed. SD-71576 : XSS vulnerability found in Change Calendar is fixed. SD-72080 : Directory traversal vulnerability found in file upload is fixed. SD-71495 : ZipSlip vulnerability found in distributed asset scan is fixed. SD-72568 : Vulnerability in deletion of default
FAFR to make a field visible only for certain users, based on Support Group
All, This is a little complicated. We have some people in our organisation who are set as Technicians, because they manage some requests that we record in SDP. However, they are not ICT Technicians. When they are submitting an Incident or Request for ICT they see all the fields that are available in the Technician view of the Template, meaning that some fields that we expect ICT to complete are shown and are mandatory for these people. Ideally we don't want to have to give them different logins as
purchase order attachement
Hi, I need to send the purchase order to the vendor as file type pdf instead of html. Kindly advise on how to do this. Is there any default setting available in the servicedesk for this? Regards Murali Abu Dhabi
Script master 21 : Auto share requests to groups specified in the tasks associated with the request
There may be a scenario where multiple people like testers, developers, and deployers might be involved in a request fulfillment. For that, the progress of the request has to be constantly monitored by them. However, they cannot be given full privileges to access all requests associated with a site/group/department. This script will automatically share the request to the groups assigned to Tasks associated with the request. This can be also configured on 'Request custom menu' so that the action
Two tickets raised from one email
Good Afternoon, We appear to be having an issue when a user is emailing the email which forwards on the request to the helpdesk it creates two tickets which are the same. Does anyone know if there is a setting or any suggestions on how to resolve. Thank you in advance.
Autoclose script issue
I've downloaded the autoclose.py script from https://pitstop.manageengine.com/portal/community/topic/script-master-13-how-to-automatically-close-requests-that-are-in-a-specific-status However, each time it runs I receive the following error: Traceback (most recent call last): File AutoClose.py, line 59, in <module> RequestID = request_Obj[Request ID] KeyError: Request ID Is there anyway to resolve this? Thanks.
Add a domain, massively
Hello, I need to add a domain to all Users - Requesters in our company (we have more than 30000 of them) How to do it massively? One user to change the domain for a very long time
how to get more rows displayed in dashboard
how to have more rows displayed in the dashboard. The current 'Requests by Technician' Widget only shows 5 Technicians, 'Others' and 'Unassigned'. How can I increase the number of Technicians to be displayed instead of all the remaining are grouped in the 'Others'? As shown in the attachment. Thanks.
9412 API V3 question
Hi, We use a lot of custom scripts with SD+ and we are currently on version 9335. Does anyone know, whether API V1 and API V2 will continue to work if we upgrade to 9414, now that API V3 was introduced on 9412? /Rasmus
Sending Announcements to Support Groups
Hello, our department currently has a need to send Announcements to individual Support Groups in ServiceDesk. Currently there's just the ability to send to individual User Groups, but no option for sending to individual Support Groups. Since we are split into several groups, this would allow management to notify each group individually. Please let me know if this would be possible to implement into a future release or not. Thank you!
Slow performance on EDGE/IE
Did anyone else experience excessive slowness connecting to SDP with MS EDGE? Firefox and Chrome work fine. Tested on multiple PC's with multiple versions of EDGE/IE.
Please help Http to https and ssl
Hi Support Team, I need to change my service desk plus from Http://XXXX.com:8080 To Https://XXXX.com and i need if some one right in browser xxxx.com redirect to https://xxxxx.com for http to https and i need to instal certifecate free fro lets encrypt please help .... Product Name ManageEngine ServiceDesk Plus 9.4 License Type Free Version License ID
Report all asset of inventory
Please help me, i want to report all asset of inventory 1) Database: PGSQL 2) Version and Build of ServiceDesk plus : 9.2 Build 9225 Please include all Product Type of asset. I want to display the column "Description" on workstation
Change Control - Remove Fields or Edit Templates
I am trying to modify the change control module to fit our process. We only have 3 stages "Submit for Manager Review, Submit for CAB, and Closure" I won't bore you with how that works, because i have the flow mostly working. The problem i have is the fields. There are too many fields on the submission page and some of them i can't remove (such as site). I want to make the form simple for people to use. I was going to try to format it more like the implementation stage, so my other option was to skip
Asset reporting
I am awful at creating queries. Can someone please help me create an all asset query report that shows the following columns? 1. Asset Name 2. Asset Product Type 3. IP Address 4. MAC Address 5. Manufacturer Serial Number 6. Asset Tag
Survey reports
After the Survey enhancement, the reports are not accurate. I have multiple answers for the same questions in the same Request ID. On the Survey Report area they are correct but I'm not able to generate a report from there. Please check the attached document. I'm pulling the Request id, Completed Time, Group, Technician, Survey Question, Rating, Rating Value and Comments. Need help with this since most of our team evaluation are based on this survey and the score is not correct.
ServiceDesk Plus hangs at splash screen
Dear Support, ServiceDesk Plus hangs at splash screen showing Application Layer.......... I have read a lot of help and executed the instructions but no luck. Could you please check and let me know the solution Please find the files attached screenshots and logs for more information Thanks
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