Disable option to create custom request views
Hi Everyone, In my team a lot of the technicians have created custom views for their own request instead of using the one specified for the team. is there a way to disable the option to create custom views so the teams can only use those specified by administrator? Best regards John
Hide Close option from list view of Requests
Hi, it's possible in Service Desk Plus (9.4) to hide the "Close" button on Request list view? We would like to mantain the possibility of close the request from full view of a single request, but not from list view. Thank you.
ServiceDesk Plus 9411 Released
Dear Users, SDP 9411 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9411 SD-71715 : When multiple users access Incident templates or service catalog and its templates at the same time, application fails to create corresponding cache for these operation. This in-turn causes crash issue. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
SDP service down frequently
We are using SDP 8.1.0 Build 8107 , we have recently migrated from windows 2003 32 bit to windows server 2008 Sp1 32bit server. on windows 2008 standard SP1 32 bit hdms service down frequently some time once in a day, or twice in a day. Please guide what to do
How do I get the API to return JSON
When using apidoc to test the API, it always returns JSON. When I use the exact same url/query, it returns XML. Why? eg) https://<server>/sdpapi/request/126303?OPERATION_NAME=GET_REQUEST
API and .NET class
Hi has anyone written a decent .NET Class (VB Preferred) to consume the Service Desk API? I am having issues with finding decent sample code in .net I just want to log a simple ticket from another application but having issues with the json requirements
Resolution Time in Time Elapsed Analysis calculation
What is the logic/purpose of this calculation? See my attachment. What math makes up the Resolution Time in the "clock" tab and why? In the attached, the original SLA was 70 hours It appears to be SLA + non open or closed time. What us this number trying to represent? We're on 9409
How To Import and Report Address Information (MAC and IP) for Multiple Interfaces
Values can be entered one-at-a-time by manually editing a server's details. The GUI allows me to add multiple interfaces on each server and assign both a MAC and an IP address to each interface. But when I run a report, only one interface is reported per server. I can import one IP address per device from a .csv file, but can't find a way to import MAC addresses, nor am I able to import more than one address per device. Please advise how to do the following: (1) Import more than one interface per
Error after migratet SDP
Hello to all. on Thursday a migrate my SDP 9.3 Build 9335 2k3 x86 & mysql -> 9.3 Build 9335 2k12R2 x64 & MSSQL2008 Sp3 at first glance, everything worked, but today I noticed that there is no way to join the requsest. when i tried to merge i have error banner (in attachment) trace log in atachment. Backup with backup.bat work without error. Anybody have any idea?
User portal configuration
Hi Is there any way that the options on the User Portal menu bar (underneath the logo and home icon) can be changed or removed? We would like to remove the "Request Catalog" and "Search" options so that only the widgets are used. This is for two reasons: continuity for users - access info from one place not multiple places, and spelling - it is Catalogue not Catalog where we work. I don't seem to be able to find those settings. Cheers
Can't add relationship attribute
Hi I'm running a script that adds a relationship between two CIs. It work but it dosen't enter the value for the relationship attribute. There is a attribute for the relationship which I can add manually. I can't add the relationship with the attribute from the API documentation either. XML: <API version='1.0' locale='en'> <records> <relationships> <addrelationship> <toci>System Z</toci> <relationshiptype>Managed by</relationshiptype> <relatedcis> <citype>Technician</citype> <ci> <name>Some One</name>
How can I create a report to display all Categories and sub categories.
I need a report to view all Categories, with their associated sub categories below them
Service Catalogue forms
Hi I have a Service for New Hardware Request, which I would like to call from another Service, of New User Request. Is there anyway of doing that, so that if on the New User Request the requester chooses a particular field, this other service is called? Cheers
Unable to create additional field except Multi-Select
Hi I have an issue with version 9409. When I go to add an additional field via Incident - Additional Fields > Add field. The system defaults to Multi Select and I am unable to select a different type. See screenshot
Pulling metrics for time spent in custom fields
Hi all, I'm looking for a way to gather specific metrics from my tickets based on a specific custom field. Our tickets run through basically a flow chart (quoting, awaiting approval, awaiting parts, etc.) and we've created a field to show where they currently sit on that flowchart. It works great for knowing how many tickets are awaiting action from our staff and how many we have awaiting client approvals and things like that. but I'd like to be able to do more with it. what I'm looking for is a
Linux installation - Cannot use /tmp as the temp directory because it does not exist
Hello, I'm trying to install ManageEngine_ServiceDesk_Plus_64bit.bin on a Centos 7.5 Server and I just cannot find a way to get over this error message: Cannot use /tmp as the temp directory because it does not exist. Please run the program again using the option -is:tempdir <temp dir> to specify a different dir ectory to use. I've tried all these commands and none of it worked (with tmp folders created before execution): ./ManageEngine_ServiceDesk_Plus_64bit.bin -console ./ManageEngine_ServiceDesk_Plus_64bit.bin
Modifying Widgets
Hi all, I am looking at possibly modifying the existing widgets in SDP, on the Requester Home Page. In particular the 'Report an Incident' and 'Portal Usage' widgets. I would like to be able to change both the text and the image used. Is this possible? In addition, is there a way to edit the test on some of the menu buttons, such as 'Incident Catalog' and 'Service Catalog'? I am currently consulting with the wider business but so far the indications are that they don't use the language we do and
ServiceDesk Plus 9410 Released
Dear Users, SDP 9410 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9410 SD-70610 : XSS vulnerability in add new request form’s 'insert image' section is fixed. SD-71186 : If PM tasks are created using templates with service catalog additional fields, then the back up (with 9404 data in particular) and restore operations on a fresh installation fails. Please refer to the below link for the steps to
Cant add new fields
I am trying to add new fields but the next message is displayed "The maximum number of additional fields of type Text has been reached. No more fields can be added". I have tried deleting existing additional fields and it doesnt work.
Priority not resetting based on matrix after initial change of urgency impact
I saw this reported problem and i am having same issue with latest version, 9.3 Build 9335. What is the status on a fix or workaround? SD-58542 While creating request when choose the impact and urgency the priority is auto populated .When i again change the impact or urgency the priority is not auto populated. May 02,2016
Adding work log on Request screen
Is it possible to add a work log via the request screen. I know we can add a resolution, however it would be great to add the work log, edit the ticket and resolve on the one screen.
Create a report for completed tasks
Hi everyone, I need to create a report of completed tasks this past month and I am not sure which options to choose when I create a custom report. I want it to show me the technician, and how many tasks they completed in the past month. I am using POSTGRE and out version of Service Desk is 9.4 Build 9400. Thanks for the help!
9409 build "Health Meter"
Why is this feature called a "health meter"? Unless I am missing something, it just lists all the properties of the system. It's a nice little option but in no way indicates the health, good or bad, of the system. Suggest re-name it "properties" or something more in line with industry standard. Or am I missing something? Just something I noticed.
Contract tab in Software License
Is there a way to hide the Contracts tab in Software Licenses?
Feature request - support self-signed certs for POPS/IMAPS
I tried submitting this through support/feedback. The response I got back suggested I wasn't being understood, so I'm going to try one more time here. We would like to use internally-signed certificates to secure POP3S. In our environment, ManageEngine SDP is the only POP3 client we have; there is no public access. Therefore, there is no justification in forcing us to purchase a "trusted" certificate signed by an external authority just to encrypt traffic--the traffic is encrypted regardless of whether
Deleted User's list
Is there a way to view the assets that are assigned to Users that are in the Active Directory Deleted List. We would like to know what assets are assigned to before removing them so they can be assigned to the appropriate user or department
Query for incident templates
I would like a query that can show us which incident templates are not used. We have too many and I would like to delete the ones that are not in use.
Need Query for this report, please check the attachment.
pc name, software installed, os details ,
Custom Rule for when status changed to "On Hold"
Is there a way to make a custom script when status change to "ON Hold" and the date to put back to open is not filled in. it will not accept the change?
Advice on new starter in company flow process
Hi, I'm trying to create a new starter flow process, which would be initiated by our HR department, updates from the departmental manger, and then would include tasks for the IT Dept, Finance Dept, Facilities Dept, and HR Dept. Any advice on how to preceded with this? Would members of all these departments require to be technicians on the system? Is there a better way than assigning tasks to departments as the task does not include details from the request. Any advice/help is appreciated. Kind Regards
Solutions
Does anyone know the logic used for the ordering of solutions that are suggested in the request resolution tab? We are aware this looks at request subject, category etc and matches these against the keywords in the solution but what we need to know is what method it uses to suggest and order the solutions that it does. Thanks
http to https redirect broke in 9409
The web.xml change I have been making after every update (I really wish ME would fix this) to force redirect from HTTP to HTTPS no longer works. When I add the change below, the web page service will not start. <user-data-constraint> <transport-guarantee>CONFIDENTIAL</transport-guarantee> </user-data-constraint> Anyone have a fix for this, or is it a bug in the latest release?
the logic ot the solutions search engine
hello, i dont understand the logic of the sultion search engine, the recomended solutions popups without any connection to the key words or the subject of the solutions...this issue is critical for me because the technicians dont find quickly the solutions so its make them to close the Requests without a maching solutions. anyone know how this engine pop ups the sulotions? by key words? by the title? I would appreciate your help, Ariel
Service Desk crashes after upgrade to 9.4
Hi, does anybody experiens problems with SD+ after upgrade? System crshes every few minutes... Is there anybody who can help ... ? Thanks Carlos
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Self-Service Portal - user reply has technician signature
If a requester tries to reply to a technician via the "Reply" button in the Self-Service portal, the resulting window contains the same signature as the technician they are replying to; is there a way to change the reply template for the requester without effecting the reply template for technicians?
Service Desk Plus (Change Module)
Hi Network, Our current version is 9.3 Build 9335 We have associated some incidents to a particular Change. In de particular incident you can see which chang(es) the incident has been associated with. Unfortunately you cannot see in de change which incident(s) are being associated with this change. Is this correct? Kind regards and many thanks, Yves
Created Date should be locked down
The Created Date is not locked down, so it can be locked down. The workaround is to create a Field Rule to Disable the field during Edit mode. This has to be done on every template created. Is there a better way to do this?
Importing Form Rules
Hi, Is there a way to import custom Form Rules, via csv/xlsx file or directly writing on data base? Thanks
Query to find specific software on all computers grouped by "Site"
I am in need of a PostgreSQL query that will let me find all of the computers with a specific software (i.e. Office 2016) and grouped by "Site". the query needs to include workstation name, department, site and software name. has one been created or can we get one made please.
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