Set up SDP in redundant status?
Been using SDP for a while and have a Test environment and license that's hardly ever used. I like to use that license for a redundant server in production. So I can do updates during business hours and not effect the users but still be able to call support when things go sideways. Possible? Would I need a separate DB to make this happen or could I just point 2 "front ends" to the same SQL Server? Would this let me take down A, do updates, reconnect, then take down B and repeat seamlessly? Currently
ServiceDesk Plus 9404 Released
Dear users ServiceDesk Plus 9404 has been released. We've introduced our first phase of GDPR features with this release. The following GDPR features are included in this build: 1. PII fields in templates Mark a data field as PII when adding an additional field to a template so you can easily distinguish PII from other data. 2. Meet users' right to be forgotten The GDPR grants individuals a number of rights, including the right to be forgotten. That means
Mobile App Login
I am trying to use the mobile app for SD+ and I do not have the option to select my domain for authentication. All I see if Local Authentication, when I click on the drop down I do not see my domain listed. Thanks
SDP 9329 to 9404
Hi all, Our Setup of Version 9329 refuses to intall Updates. Instead of wasting time for bug-hunting, we think about the following: * use the built-in feature to create a backup of the Data (9329) * un-install 9329 * install the most recent version of SDP (9404) * add the license-file * retore the Backup of 9329-Data into 9404 Will this work? Thanks in Advance! kind regards, Fritz
How to Enable/Disable and Mandate/Non-Mandate Fields using Field and Form Rules Script
Is there a way to Enable/Disable and Mandate/Non-Mandate template fields within a Field & Form Rules script? I think I'd need to do it within a script rather than what's available within the GUI of F&F rules because I need logic to compare two date fields in deciding how to set the availability of a third field. Basically, we have Date1 and Date2. If they are the same, users don't need to (and shouldn't be able to) populate an Explanation field. But if the dates differ, we want to require that the
problem in change management
i have a problem when i click new change there is an empty page open without any another data Best Regards
Issue with custom action
Hi, I have been trying to get support from the ManageEngine support email address but not getting much response. We have a custom action that sends a request to our SAP system but since upgrading to 9403, this is now broken. The only thing we could find in the logs was an error about java but I'm not sure what it means (see attached). Would anybody be able to provide some advice/assistance with this?
Recently installed the 9404 build getting fetching error
Hello, Recently updated to 9404 and receiving an error when running a report now: "Error while fetching ajax response: Cannot read property 'document' of null" How do we fix this issue? Leah Aquino
Report Assistance: Add User to Software per Workstation Report
Hello Community, I have a report that displays which workstations have a specified list of software installed. I'd like the report to also include the User the workstation is assigned to. How can I modify my report to include the users (see query below). Thank you. SELECT systeminfo.WORKSTATIONNAME AS "Workstation", softwarelist.SOFTWARENAME AS "Software", systeminfo.WORKSTATIONNAME AS "Workstation", cisite.NAME AS "Site" FROM SoftwareInstallation softwareinstallation LEFT JOIN SoftwareInfo softwareinfo
Requester Ticket Visibility - Designing Sites and Departments
How should sites and departments be setup to meet the following needs? 1. Both upper management execs need to see any ticket in their divisions, A and B 2. 3 middle management Program Managers need to see tickets submitted by their staff working on programs X, Y and Z, but no tickets submitted by Execs (Program Manager1 does program X and Y, Program Manager2 also does program Y, and Program Manager3 does program Z) 3. 3 lower management Program Supervisors need to see any tickets submitted by other
Attachment in Notification Email
hi, we have attached documents in a ticket, we would like System to send same attachments in notification email to the technichian. I have check in previus threads the SDP feature SDF-38910 , is added to support. can you please confirm, if this feature is added to the latest release. we have SDP Eval on premises, we want to verify this feature.
Query Report
Dears Can You Please Provide me with a query report showing the following Request ID , Created Time , Group , Category assigned Technician , Reassigned Technician , Picked up By , group changed from , group changed to. from date to date. thank you
Can't create task (Nor milestone) dependencies in Project Management Module
I can do that for pretty much every other module, but not Project Management.
[Rendering Exception] in select list
After upgrading to build 9400 I found [Rendering Exception] in the select list as per attached snapshot regards Ahmed
SQL Query
I need help writing a report query that will produce the following fields. Request ID, CreatedTime, CompletedTime, Requester Name, Technician Name, Technician (Support) Group, Request Status, Title We are on ServiceDesk Plus 9.3 Build 9324, using Postgres SQL. Thanks for your help.
Integration with xyicon/spacerunner
Hello, I'd like to manage it system with floorplan view, in a single console, for assets, tickets and network... I Found Xyicon/spacerunner product that is based on floorplan view could you analyse if it's possible to sync data beetween manage engine product and xyicon please, or use a similary view Regards Cyril COHU
User selected date range for query reports
Six years ago someone else ask this question and the answer was "not included in product" - I'm hoping that the answer is different now :) I would like to be able to enter a user supplied/selected date range for a custom query report. EG 01-Jan- 2018 to 30-Jun-2018 rather than having to use just the "available date templates". Is this now possible? Thanks for the help
Auto assigning of tickets
I am new to service desk manage engine, I want technician can pick up un-assign ticket from assign group
Asset details copied to the Description?
I am using the request catalog and created a Mobile request form where the requester fills in asset detail fields. Is it possible that once the form is submitted, the contents of the asset details fields submitted by the requester be copied into the Description? how do i do this if so?
Write request data to CSV file
Dear Sir, I need your help to complete our process in specific templet/request in service desk plus. I need script that automatically triggered to write the request details (input values) for specific templet (example: New Hire Employee) to csv file after the request/incident been submitted. I try with scheduled report tools but it send the file to email address.
Search for name by username when creating new request
Good Evening Is it possible when creating a new request that you can type in the users logon username for the domain instead of typing in the users first name and the popup shows who it finds with that name? Thank You
integration SD+ with company single-sign-on
guys, do you have any manual how to integrate sd+ instance with the company-wide single-sign-on?
Multiple domain controllers
Hi, Is it possible to specify multiple IP-adresses for multiple domain controllers in the active directory authentication settings in SDP? I have added three different IP-adresses in the field for "DNS server IP" but I'm not sure if SDP actually switches to another DC in case that one of the DCs stops responding. SDP 9335 MSSQL Regards, Alexander Nordin Region Halland
Servicedesk Survey
Hi all, is there anyway to force the requester to take the survey? like closure rules? and if he did not, i need to make the servicedesk to consider it as 100% not 0% like it is calculated now. Thanks in advance
Not retrieving new mails and can't access server setting
Hello Community, On Wednesday 28th our ServiceDesk Plus build 9302 stopped working. The Windows Server 2012 had its CPU usage from 90% to 100%. Java(TM) SE Platform (32bits) was consuming all the CPU. I tried to reboot the server several times but as soon servicedesk was starting its services, the CPU was overloaded. I updated ServiceDesk Plus following the update path. We're now on 9402. After the update, on Thursday 1st, CPU usage went back to normal and ServiceDesk worked well until the end of
CSV import with line feeds
We are trying to import a csv file with cells containing line feeds. We have enclosed each cell with quotation, but it seems that ServiceDesk Plus interprets the line feeds as a new item to be imported. Do we have to remove all line feeds before import, or is there a way to import line feeds? Example csv file: "Name","Description","Barcode" "Test1","This is a multi line test to be done","934867284" "Test2","This is another multi line test to be done","834867284"
Getting error "Problem while discovering the workstation"
While scanning Workstation getting error "Problem while discovering the workstation"
Tasks
Looking to see if we can create a task and task due date based on a date/time field. Example: creating a service request for a user that is departing for HR to use. There is a field called Departure date, which would need to be a date/time field vs a freeform that it is now. HR would put in for example date as 06/01/2018. Wanted to see if we can trigger a task for the technician that picks up the ticket (or all techs) as a reminder to disable that user on that date.
Announcements at Logon Screen.
is there a way to move the requester's announcement to the logon screen replacing the image?
Cannot create new schedule for report or edit existing schedule
Since upgrading to 9401 we can no longer schedule a new report or edit an existing schedule - it simply hangs when you click "save". This happens on both our live and staging systems. Is anyone else experiencing this issue?
Missing filters after upgrade
Hi, I upgraded ServiceDeskPlus to the latest version over the weekend but some of our technicians are now saying their custom filters are missing (filters for viewing queues). Has anybody else had this issue and is it something that can be looked at?
Generating Report on Task IDS and Work Logs
Hi, I need to generate a weekly and monthly report on the tasks and work logs added with the following details: Our database is Postgre For Weekly and Monthly Ticket Report - focusing on the Service Request/Incident IDs created in a given week or month Request ID Created Time Technician Group (I want to define only the specific groups that I need to include in the report) Request Status Work Log Added by (Technician name) Time spent on each work log Total Time Spent (Total time of all the work logs
Field & Form Rules
Hi all, is it possible to prefill EMAILCC field (Email to notify) with variable $Department_Approvals$? I would like to inform department approver or head whenever someone from department submit a ticket, and I would like to fill it automatically. Thanks in advance.
LONGTODATE not formatting
I'm not sure what I'm doing incorrectly but LONGTODATE isn't formatting as a human readable format. My query is below (we're running PostgreSQL): SELECT icm.ChangeID as "ChangeId" ,icm.workorderid as "IncidentId", wo.title as "IncidentTitle", cd.title as "ChangeTitle", org.name as "SiteName", coalesce(tech.firstname, '') || ' ' || coalesce(tech.lastname, '') as "Technician", coalesce(req.firstname, '') || ' ' || coalesce(req.lastname, '') as "Requestor", pd.priorityname as "Priority", LONGTODATE(WO.createdtime)
Report to find newly added asset for a given day
It is required to identify what are the assets newly scanned and added to asset inventory for the previous day or given day. Date, hostname, IP address, Asset type, Operating system, location.
time to dispatched - reports
Hello Is there any report attributes for how long a ticket have been unassigned? (Or time to dispatched) Thank you for your time and expertise. BR Tavring
Data Definition
Is there a data definition available for the tables within SD Plus MSSQL?
ADDING A TEMPLATE CATEGORY in ServiceDesk Plus
Good day Sir/Madam How can I Add a template under the Software Template Categories for example I need to add "Upgrading of Evolution ERP System to latest update". The request i need to do it in ServiceDesk Plus Regards CHUMA
Category changing itself after adding a new Category
I recently added a new Category called "Security", and now a number of existing tickets, even closed tickets, have changed themselves to the "Security" category. It even leaves their existing sub-categories in place, even though the sub-categories do not exist under the "Security" Category. Please help, this is throwing off all of our reporting and statistics, and messing with our incident templates! Running 9400
Business Impact Field
What is the purpose of Business Impact Field while creating an User in ServiceDesk Plus
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