Order of Execution - Business Rule, Custom Trigger and Custom Schedule
What's the order of execution if I have all 3 active? - Business Rule - Custom Trigger - Custom Schedule
Unable to manually remove requests from the Trash
Hi There, After upgrading to v.9400 I cannot manually delete requests from the trash. I can restore from the trash ok. Have tried with 3 different browsers (IE, C and FF) but no dice. Is there a db query I can use to empty the trash? I'm importing tickets and stuffed the initial import... Regards
Sometimes the service desk mail delivery stops
Hi, Sometimes the service desk mail delivery stops. The mail delivery stops, the ticket is not registered with the service desk, I do not notice the request. The mail delivery stops, the service desk will also stop working, restart the server and recover. Why does mail delivery stop automatically? Could you give me some advice. I'm sorry for my poor English. Best regards,
List of SDP core tables and description
Do you have a documentation regarding SDP core tables? SDP has 1,500+ tables and it's difficult for us to create the right queries in our reports when we don't have any idea of what the table is for. A simple list like this Service Now document would be helpful. https://docs.servicenow.com/bundle/jakarta-platform-administration/page/administer/reference-pages/reference/r_TablesAndClasses.html A user interface for table administration would be better as well. https://docs.servicenow.com/bundle/jakarta-platform-administration/page/administer/table-administration/concept/c_TableAdministration.html
ServiceDesk Plus 9401 Released
Dear Users, SDP 9401 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9401: SD-70135 : Unable to create service requests, merge requests, or convert incident requests to service requests if the default additional fields are deleted in the earlier versions of the product. SD-70066 : Change module goes blank if the change type in a change has more than 22 characters. The issue occurs if the change type
How to add a field which can list requester ?
Hello, I need to add a field where i can select any requester. The purpose of this is : if a team lead call for let's say a service call. the requester would be the team lead but the "impacted user" is someone else. i though i could use the E-mail Id(s) To Notify field, but it does have a usage when the manager of the team lead need to be inform also. Any idea anyone ? Regards, Martin
Send notification to owner when task is overdue
I have requirement of when task is overdue, it should send notification to the owner. This functionality is available OOTB. But even though I enabled it, it didn't send any notification to Task owner. Any suggestions here?
Help with Asset Query Please
Hi all, Hoping for some help with the query below. I would like to show the Product as well as the CINAME see line ", (select rel.RELATIONSHIP +' ' + ci2.CINAME + Product.COMPONENTNAME + CHAR(10) ". I'm pretty sure the field I need is Product.COMPONENTNAME I havn't been able to work out the required tables and joins. Also not sure how to format the Acquisition Date as dd/mm/yyyy. select top 50000 ci."CINAME" AS "CI Name" , "product"."COMPONENTNAME" as "Compname" , "Departmentdefinition"."DeptName"
Unable to Login Using AD
Hi, We have Integrated Server Desk With Active Directory. All the Users are Sync With Active Directory. Now, When we are trying to Logging using Active directory User, It say's Username or Password Incorrect. Screenshot Attached.
See outgoing/incoming emails in the system
Hi Team, As an admin, I would like to see what all notifications are incoming and outgoing from my mailbox. Is there any form or table from where I can see this. Could you please help in this. Thanks, Amol
Incident Assets
Hi, I'm wondering if it's possible to assign software as an asset to an incident? I cannot find the software CI Type when I use the pick list. Thanks, Tim
Check Unique Values
Could you help me with this problem. I need to check a field call Ticket number with the all previous ticket numbers (on DB of incident request) is somebody has not created a incident ticket with number yet because it is not possible to duplicate that value. is it possible using a rule that it execute a script the format of our Ticket ID (IS-YYMMDD-XX) Thanks in advance for you help Kind regards Carlos Armas
email Parser (SDP 9334)
Hello community, I have a problem with the email parser. I send an email with the subject line @@SPD@@ to the service desk. In the Mailtextb it says: @@Operation=Close Request@@ @@requestId=22335@@ But instead of closing requirement 22335, SDP opens a new request. What am I doing wrong?
Report by technician with time in minutes in each resolved request.
I need to make a report that gives me for each technician their resolved requests and it differentiates in minutes that I delay in solving each one. Thank
Project Management Module of Servicedesk Plus
When viewing all projects in the Servicedesk Plus projects module the only options for displaying a list of records is 10, 25, 50 projects. Is there a way to make it display more projects without having to page it after 50? It would be nice if it could display 10, 25, 50, 100, 200
How to clean up Service Desk manual entries after Desktop Central interface live?
I'm working on cleaning up our asset list in Service Desk. We had many manual entries, some with missing asset tags or manually entered computer names. We were also using the SD scan functionality. Once we got Desktop Central working, we're finding we have multiple items that we need to clean up. I know the SD scan matched to entries by computer name, asset tag, and MAC address. When Desktop Central pushes its scan information over to Service Desk, which field does it use first to find a 'match'?
User does not have sufficient privilege when doing Windows Domain Scan
Hi, When try to do a Windows Domain Scan with the servicedesk system,i'm getting User does not have sufficient privilege. I'm user the administrator domain login so does have access to domain. Any help would be gret. Thanks Keith
Manger wants to be notified on first reply to ticket
I have a manager that wants us to start manually replying to each ticket but he wants to get copied on that first reply. I've checked the box that he should be notified on any modification but that doesn't seem to accomplish this. Is there a way to automatically do this or will we all just have to manually CC the manager on that first reply? I would be OK if he would just all replies too, but that didn't seem to work either. He's wanting to see something like "time to first contact" by a technician
Should I use Windows Domain scan in ServiceDesk Plus since I have DesktopCentral integrated
I saw in the documentation that if you integrate MeDC with SDP you should not install the SDP Windows Agent. But, should I still plan on doing scheduled Windows Domain scans? I'm a little confused on this and seem to have machines in SDP that are not getting updates from MeDC. Thanks!
User does not have sufficient privilege when doing Windows Domain Scan...
Hi, When try to do a Windows Domain Scan with the servicedesk system,i'm getting User does not have sufficient privilege. I'm user the administrator domain login so does have access to domain. Any help would be great. Thanks Keith
Question About the new API Version 3.0
https://help.servicedeskplus.com/api/request-operations.html Is this the total amount of all possible API calls for version 3.0? I do not see anything for Projects. Should we assume APIs are not available for Projects within ServiceDeskPlus?
9400 mail fetching
After upgrade to 9400 mail fetching do not work, Admin menu "Mail server Settings" do not open
Change Workflow: I need to deactivate the emails notifying the user, about it has been assigned as a CHange Requester.
In our customized workflow I deactivated all the emails to the CHange Requester, giving the Change Owner more power to coodinate with the end user. There is an email triggered every time I put the end user name at the Change Requester field (just as a reference) at the submission stage, when I "SAVE" the information. At the normal panel of Stage Status is not posible to customize that email. How I can deactivate that notification email? Thank You. Jose Ugarte
show phone in request view
I need to show the phoneo of client in view List of Request. How can I do? Thank
A litmus test for your first response times
By definition, first response time is the time a customer receives the first response from the help desk engineer after raising a request. First response time is an important metric for the help desk because it contributes to customer satisfaction, and can also provide crucial insights into how quickly help desk engineers respond to new requests. First response time targets vary based on request priority. The best way to track first response time is by setting a target for each of your priorities.
Scanned Software - Unindentified column not showing full list
Hello all, We have an issue on our servicedesk whereby if a machine with new software is scanned it will pick up the software and label it as "Unidentified" on the actual page for the machine but if I go into the Scanned Software tab under assets and search for Unidentified software it does not show this software added to this list. In fact it shows 4 software products and this has not altered in a few months despite us having many new software assets scanned since then. Please could someone advise
Open Tickets by Technician
We have an onsite version of ServiceDesk Plus. We would like to setup our system so that every morning at say 8 AM an email is sent out to each Technician showing their Open tickets and also the open and unassigned tickets assigned to groups they belong to. We just reached out to ServiceDesk Support via phone and was told to do this by setting up a report for each Technician and then scheduling it. That is a lot of reports to create. Anyone know how to do this via the Query Reports? Thanks, Eric
Assets Scanned Software Table Accuracy
The Scanned Software Table shows a number for installed on a specific software, but when you go to the installations, there are no machines listed. These installations did exist, but were removed, so having no machines listed is correct. Why does the Scanned software table not show the correct number of installations? Is there a process to get this table to update?
Business Rules
Hello, I noticed that the Business Rules were only being applied to Incidents, after that I contacted the support via e-mail, the answer I got was that for them to be applied to Service Requests they needed to be created in Admin -> Service Catalog - Business Rules. So I created the same rules from my Business Rules to my Service Catalog - Business Rules, but I was unable to replicate a rule where I place the request in a Group based on the e-mail Sender, because can't seem to be able to define a
Issues reported in 9400 and their status
Will list all the issues that have been reported while upgrading and running 9400 version of ServiceDesk Plus, their analysis, workarounds if any and their status.
Change Management: Can't select more than 1 approver
I can't add more than 1 approver when creating a Change Management template. When someone raises a Change then it is possible to add more than 1 approver to the ChangeApprover role, but why isn't it working when I try to already add more than 1 user in the template? See also attached. thanks Lukas
How to configure and use SDP? where are webinars?
Hello I'm new to SDP and I'm try to configure and use system. Could You point me to webinars like was for SelfService Portal last week? I have problems that: - 1/3 of my computers are detected as "CI Type" "Workstation" insted of "Windows Workstation" like others - in my opinion properly configured. - Scheduled network scan doesn;t work from scheduler - I need to update default currency from $ to PLN and few others.... Regards Slawek
Attaching SLA's to task
Hi team, I have created service under service category. In that service, I have attached 4 task. Those 4 tasks have different time limits. PFA image for your information. Is it possible to create SLA's as per task life. e.g. Lets say Task 1 should be completed within 1 day, if task is not completed withing given time, it should send notification to admin. same for others task as well. Please guide on this.
Unable to share requests
Hi, We have a team of around 20 IT staff and most of us can share requests with other people but a few can't and I'm not sure why. Is there a particular option that is not enabled for them (see attached)?
Create report filtering for approver
I want to create a report for one of our managers for tickets that he was approving or denying. There is no filter option for that, only for tickets that are approved or denied in general but not by whom. Is there an option to report tickets that are approved OR denied and also filter for one specific approver?
Security warning received
Hi, We received a warning of a vulnerability with SD+ 9328 and earlier. Is this genuine and should we seek to upgrade immediately? Note, email content below: Hi, This is a security advisory for ServiceDesk Plus customers using versions 9328 or earlier. You are advised to upgrade to the latest version 9400 to fix the security vulnerability described below. Issue & Description: ServiceDesk Plus had a vulnerability through which it was possible to upload files using an unauthenticated servlet. This
ServiceDesk Plus Mobile App Not Working Externally
Has anyone manage to get the iPhone or Android app working outside of there network that the service desk plus server is running on? I'm running Service Desk Plus 9.3 Build 9333 and would like our Tech's to be able to access the service desk out on the field with there mobile. We have service desk sitting behind a firewall & netscaler which is forwarding on requests for our service desk on port 443. Visiting our site externally works fine (https://servicedesk.example.com) on both mobile and computer.
printer snmpv3 error. cannot connect to snmp agent
Hello. I am trying to use SNMPv3 to scan a printer. I have created an snmp v3 account an filled in all the necessary information such as snmpv3 accountname, Context name, authorization, encryption to match the printer snmpv3 setting and when I scan I got an error. "Cannot connect to svnmp agent". This is a printer and not a windows device, and I don't think an agent is needed. Thank you for your help. Note: I test snmpv3 on Solarwinds, and Paessler snmp test tool and the result was successful.
i want to change my user interface
I need to align the column fields on the requester page pls can anybody help? thanks
I see that you can add custom status for requests but it appears you can't sort by the custom field.
For example I added an "Waiting for response" status and set it to stop the timer assuming I could make a custom view based on Status but it doesn't seem possible. I would like a sort that includes My Open, Waiting for response, or Unassigned. Am I missing something?
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