Field and forms rules issues
I'm trying to create scripts in the field and from rules to set and/or unset tasks. I created a few basic rules for testing purposes, which seemed to work ok. Now I'm trying to edit the rules and the edits don't seem to change anything, only the original rule I created still seems to be applying. I've even deleted and recreated a rule which seems to have no effect on the outcome.
Training Material
Hi everyone, I was wondering if someone could point me in the direction of end user training material for Support Center Plus. Videos would be especially useful. Thanks in advance!
backup or snapshot
Hi, before updating manageengine a fallback plan is necessary. You can either do it on OS level, or on application level you can do a backup. Now I see it is possible to create a snapshot also in servicedeskplus. Do you recommend doing a snapshot before upgrading (minor releases)? And where is the snapshot stored?
Change contents of a drop down based on conditions
Hi all, I've seen that you can you Field & Form rules to remove / add options from a pre-populated drop down. For example, in the thread: https://pitstop.manageengine.com/portal/community/topic/script-request , the user has 300 entries, but only wants to display 10 of these. The script used specifies exactly which 10 should be displayed, by naming them. eg: $CS.addOptions("WorkOrder_Fields_UDF_CHAR1",["Option 1", "Option 2", "Option 3", "Option 4", "Option 5", "Option 6", "Option 7", "Option 8",
Rest API - Retrieving problems
Using the Rest API, does anyone know how to retrieve problems? I can get requests and changes, but not problems. Thank you in advance
ServiceDesk Plus web page blank after update to 9332
Portal resolves name but entire page is blank. Anyone got a solution?
Reports based on Resource questions
I am trying to create a summary report and will show how many requests have a check mark for a certain Resource question. I am not finding a way to do this but it would be very helpful to have.
Contract Renewal breaks attachments
Hello. I have a contract with two attached files. When I renew this contract (and giving a new Contract ID) the renewed contract appears as a new post with Status = Yet to be Active in the Contracts List. I can see my two attached files in the renewed contract, but clicking them only generates a page with the text "The File was not found." and a Close button with a broken image. Looking at the attachments links they differ from the original contract, which is still visible in the Contracts List,
Upgrade from 9330 to 9332 failed
Upgrade from 9330 to 9332 failed workaround to fix and update to 9332
SDP hangs on Application layer starting
I'm trying the demo version on a fresh installation and it keeps on the starting phase. Any suggestions?
ServiceDesk Plus 9332 Released
Dear Users, SDP 9332 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9332: SD-69627 : Request custom filters and advanced search are not working. 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
Data export to Excel
Hi, Is it possible to generate a pdf or excel file after sending the service request ?
SNMP scan issue
Dears, Does ME SDP support SNMP scan for windows server ? i can't discover windows server via SNMP scan mode, and it show me " Cannot identify this type of device". What can i do if i want to don't use agent or xml scan. my windows servers are dis joined and number of those are 500 servers, it's not right to install agent one by one, please help me in this regard. BR Mansour
remove license
remove self service license
Service desk hang at application layer start mode
Hi, While opening service desk plus software it is getting hang at application layer starting stage. please help to resolve this issue. please find the attached screens.
Auto Assigning technicians
Hi, We have some preventative monthly tickets that are auto created. We then want to assign them automatically when they are created. I can add the config however the exceptions are all positive e.g. Except when "Category is X or Y". It would be great if it had a negative "is not Z". That way when we add a new Category we don't have to update our Exception rules for Auto Assign. Or is there a different way to do this? Also it would be good if different templates could have different Auto Assign rules.
automatic resolved and close ticket when ticket generated for a specific category
I have a category like a conference room booking. I want that if some ticket request will come in that category then automatically the ticket should be resolved and closed with a response mail and it should not conflict with other conference room booked timing.
Help With Bar Code Label Creation
Brand new to Servicedesk. I've found where I can manually print a barcode/asset label but won't I don't see is a place to customize the text of the label. Example, I need our labels to say "Property Of XXXXX Company" on the top line. Then the barcode, then the barcode number under neath. How can I accomplish this?
Resolution is mandatory
Hi, When I want change status from resolution tab, I receive this message in every status "Resolution should not be empty" nothing is mandatory in configuration Regards Hamid
API problems and inconsistencies, poor design - any updates?
There are many questions and complaints about the API for servicedesk on this forum, over several years. What is the latest status of improving the API and updating the documentation?
Gear up for the Festive season
We wish all our users experience the most exuberant times with your near and dear ones on this joyous festive season. We look forward to working with you all in 2018. Wishing you all a very Happy festive season!
ServiceDesk Plus iOS App 4.4 Released
Dear User, ServiceDesk Plus iOS app 4.4 has been Released. Please find the App store link below, https://itunes.apple.com/in/app/servicedesk-plus/id460035266?mt=8 Features included in 4.4 are: 1. Support for Asset module (from server build 9330). • View and search assets. • Fetch asset details by scanning a barcode. • Scan multiple barcodes and add them as new assets. • Web RDP. 2. Broken navigation bar-buttons on the resolution, work log and notes screens have been fixed. 3.
Restricting access to Templates
Hi, is there a way of restricting access to certain templates we have created for our users to log SRs? Basically there are some users that we do not want to see certain topics and want to restrict access (see attached)
ServiceDesk Plus 9331 Released
Dear Users, SDP 9331 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Changes in 9331 Group Filter in request list view filter will be removed by default. You can enable the groups again in the request list view filter by accessing admin>>self service portal settings>>Show groups in request list view filter. V3 API: The parameter name 'input_data' must be in lower case. V3 API: Technician key is deprecated as
Query to display the original subject and the current subject
At a high throughput service desk, we are able to maintain our SLAs being being ultra-efficient. When T1 introduces new staff and that staff produces poor quality tickets, the efficiency of the service desk drops. We would like to be able to report on that efficiency. One metric is the quality of the subject line: If the subject line is ambiguous or wrong, it's a killer for our efficiency. Right now, we use a checkbox to indicate all the tickets that T2 or T3 had to change the subject line to make
Time elapsed metric in ticket report
Can you confirm that the time elapsed field (TIMESPENTONREQ) in the ticketing report is the amount of time from the creation time\date to the time of running the report? Or is it the amount of time that the timer on the ticket is running? We are looking for the total ticket age. Thank you.
Report Based on request type
Hi There i am just wondering whether there is way to query a report based on specific service catalog Request. We have service catalog request with a subject name- "Non-Fonterra Device Registration" which gets used on weekly basis. Just wanting to generate a report for that specific request based on subject TEXT on monthly basis.
Timespent values in database
Hi, I need to pull the timespent values from the SD database into our reporting tool. I have found these tables; servicedesk.public.wo_assessment servicedesk.public.wo_status_info I can't work out how the database holds timespent by a status if the ticket is still open. I have attached an example which shows the timespent value for 2 status' but the last doesn't have a value, I gues because it's still open. Where can I find the "counter value" the tool uses to display it? Thanks, Lee
Release Environment Management
Hi guys - I'm wondering if anyone has used ServiceDesk Plus or any other tools for managing test environments during a software implementation project involving several iterations of development? I have 15+ environments with various applications and integration components that need to be tracked by version, configuration, usage, etc. Can I use Asset management features and have them grouped or bundled into 'environments'? Or are there any other solutions out there that others can recommend? Let me
Quick create picking up wrong requester info
When you use the quick create form for a new request, the information picked up and destination for notification is for the person creating the request, and not the requester as entered in the form. Is this a known issue?
CSV to SR template
Can i directly import my csv to a particular service catalog template?
Send user and password as parameter in Jira Implementation
Hi, I will make a Jira integration for the service desk plus. The file Jira.xml need a user/pass for connect to the Jira over the rest api and my intention is not use and service user in jira and use the Service Desk Plus User/Pass to connect Exists some parameter like $USER $PASSWORD that pass this parameter to the jira rest api?
Script Master 20 : Auto share request to users specified on a request field
Hey Guys, We are sorry for not posting a script for a while. Here comes our next script on our series, https://resources.manageengine.com/resources/resource/auto-share-requests-to-users-specified-on-a-field
Delete unnecessary fields from Requester Details
Is it impossible delete requester details such as business impact, mobile, email ...?
Users not associated to any sites
Dears , Can I create business rules that makes users not associated to sites to have certain requests of their requests to be assigned in support groups in specific sites ? Thanks
Tickets are not showing in the manage engine portal
Team, When we are sending mail to the service desk mail id,its not showing in the manage engine portal.Please help us to configure
Unable to see pickup option for chat as a technician.
Hi Team, I have enabled chat option by following the steps given in below link https://www.manageengine.com/products/service-desk/help/adminguide/configurations/helpdesk/configuring_Chat_Settings.html However ,I am unable to see the pickup option as a technician. Can you please let me know if any more changes to be done. SDP version: 9328 DB: SQL 2012 _J
Community : Tips for better utilization
Season's greetings from all of us at ServiceDesk Plus support. We are happy to see that the transition to the new community portal was smooth for most of our customers. Or, did you face any issues? We'd be happy to hear from you. Here are a few tips that will help you use this space better: 1.If you are a paid customer and want to log a request with us, please head to support.servicedeskplus.com 2.If you are a free user, please post your queries on the community page; one of our community coordinators
Connection problems
Hi, I have two problems : 1. Requester cant open open a poll, which link he received on email ; 2. User who was mentioned in request (E-mail Id(s) To Notify) , cant open the request and gets this error message : "request does not fall under your permitted scope. So you are not authorized to update the same." ; Requester only need to show this incident.
ServiceDesk Plus 9329 Released
Dear Users, SDP 9329 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9329: SD-68949 : CMDB API: Delete CI: The SDAdmin is unable to delete an asset that is not associated to any site. SD-68388, SD-67081, SD-66890, SD-67007, SD-67455, SD-67456, SD-67606, SD-67607, SD-67809, SD-67810, SD-66889, SD-68557, SD-68231, SD-68158, SD-68943 : Vulnerability issue fixed SD-66032 : Unable to reset the Project's code
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