requester report - query support
Hello, We want to report requesters login statistics to montiroing web interface usage of SDP , Could you please help ? Regards Ertan Gökalp
Setting Logged-In Technician Name on Form Load Stopped Working
After the last two updates were applied the $CS.setText("TECHNICIAN",sdp_user.USERNAME); script on form load is no longer working from within the incident template. When you select a custom template from the drop down menu it is no longer loading the logged in users name into the technician field. This is working fine when you select a custom template from the request catalog drop down menu. I've tried the following to resolve the issue: Delete and recreate rule. Clearing browser cache Logging out
Servicedesk Database set to Auto Close
I was curious why or how this option would have been set in our ServiceDesk MSSQL Database? This is not a normal thing to be set on a database and can cause some performance issues. We have been having some problems occasionally with query’s blocking, and this might be a contributing factor. Please see these two articles for explanation: http://www.itprotoday.com/worst-practice-allowing-autoclose-sql-server-databases https://www.brentozar.com/blitz/auto-close-enabled/ See screenshot attached
SDP User Interface Testing (impersonate a user)
Hi folks, we have been trying to work through making our entire organization self-service only through the portal. One item that would be really helpful is to be able to impersonate an end user so we can see what they see when they log into the self-service portal. We offer services that don't apply to all of our internal customers, and so we don't publish templates for them. When we implement a new service, customer, site, etc., we need to know that the users can see the service catalog and corresponding
Quick access or view to user attachments through ticket details
Hi guys, Any idea how to display the user attachments or embed a link to them at the ticket view window. because its very annoying to leave the ticket view and go tot user profile to be able to view the user attachments.
Weak Diffie-Hellman certificate error
I have succesfuly installed a GoDaddy SSL certificate. Our helpdesk works on chrome no problem. But on Firefox we ran into the following problem https://www.lmeservices.com/weak-ephemeral-diffie-hellman-public-key/ we then did the work around and that fixed it. On IE though we cant get it to work. But also should I have to be doing this for this to work? Please help.
Service Catalog - Additional Fields
Hi, Is there a way to script updating data in a base picklist (so if a department name changes the list will be updated accordingly). I would like to keep our department names in sync with AD Thanks Chris White
Requests editor field : can We manupulate this field via script?
Hello, is it possible via script to make opérations on the request editor? For example, for a catégory of request, have automatcaly the request editor with a value (manager of the département for example). Thank you for your help.
Asset Explorer Unable to see assets after I click on "Workstation/Server Detected"
I can not view the resources when I click on "Workstation / Server detected"
ManageEngine Boosts ServiceDesk Plus with Chat, Takes IT Self-Service...
ManageEngine, the real-time IT management company, today announced the integration of ServiceDesk Plus, its flagship ITSM product, with its parent company’s messaging platform, Zoho Cliq. Starting with IT help desks, ManageEngine is leading backroom IT operations into enterprises’ mainstream communication channels. Available immediately for ServiceDesk Plus Cloud users, this integration allows service desk teams to begin accelerating end user self-service adoption, leading to improved support and
Change database
Hi, Is it possible to connect to MSSQL database with a domain user login instead of SQL Server authentication
Workflows in templates
Hi, We received a query from one of our SD Portal users about workflow. Basically a member of a team sends a series of forms to another team, they make amendments to these and send them on to the manager who reviews and approves and then logs a request into the Service Desk. I'm aware that there are workflows in the templates but I'm not sure if it is possible to achieve what I have described above. Can you advise?
Barcode problem with imported assets
When an asset with a barcode that was imported from a CSV file is deleted, the barcode cannot be added later on for Another asset. There seems to be a table where the barcodes are added, but they do not seem to be connected to any asset. When the asset is removed, the barcode is not removed from the table. Thus the barcode cannot be added again. This is only a problem for imported assets. Assets added through the user interface does not have this problem. I have not been able to test the API. Running
Request: Field & Form Rules script to check Subject
Hi there, Our user termination requests Subjects all start with "COE" (e.g.: COE - John Doe). I would like to create a Field & Form Rule to check if the Request's Subject starts with "COE", and if it doesn't, prompt the user to add one and stop the form submission. How would I go about doing this using a script? Thanks!
We can't delete Support Groups!
Since a long time we have this issue, and I reported it a long time ago, despite updating ServiceDesk the problem persists and we need a final solution. After we create a Technical Assistance group, we can not remove them. I have tried several things: - Move ALL requests to another group and leave the group to delete empty of Requests. - Delete the tickets associated with the group - Delete/change assignment of Technicians associated with the group -Change everything that involved the group. And
Script to invoke iexplorer.exe
Is there a script to invoke iexplorer.exe, given specific conditions, and open a defined webpage?
ServiceDesk Plus 9328 Released
Dear Users, SDP 9328 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9328: SD-69087 : The Apple push notification certificate is updated in this build. The current certificate expires on October 29, 2017. SD-68971 : Request form hangs if 'add resource' field is disabled in FAFR. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
installing a GoDaddy SSL Certifiacte
I have followed a guide on how to install for GoDaddy https://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-ssl.html but this still doesnt work. I have had to put it on port 8080 as a workaround but my boss wants it changed to 443. Has anyone else had this problem?
SDP IOS Push Notifications certificate expires on 29th October 2017
Dear User ServiceDesk Plus IOS push notification certificate expires on 29th October 2017. Hence to overcome push notification issue, please follow the below steps : 1. Shut down the Servicedesk Plus application. 2. Navigate into <SDP_home>\server\default\conf folder. 3. Download the "SDPProductionCertificate.p12" file from here and paste it in the above mentioned location. Delete the existing file. 4. Start the application. We will include this file as a part of the 9328 hotfix. Regards Edwin
ServiceDesk Plus 9327 Released
Dear Users, SDP 9327 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9327: SD-69035 : Schedule to clean up duplicated Software CIs. SD-69032 : Mail fetching error occurs if the configured keystore file name contains special characters. SD-68973 : Replies sent to the notification mails are not getting added as a conversation if the delimiter is removed from the subject. SD-68280 : XSS vulnerability issue.
Error in ServiceDesk when generating reports.
Good day, I'm new to the community and I wanted to make a query because the SDP is causing me an error when generating the reports (view attach). Note: The upper limit will be applied as 5000 for request module based queries, having selected columns description/resolution and 50000 for other queries. This happen with any report to generate. I commented that I have installed the version of SDP 9.2 Build 9209. I would be grateful for your support.
SQL query to define technicians aged report
Hello Could someone please help me with a sql query to report all technicians and aged ticket. similar to the below (but rather than group, would like technicians) Technicians name Total Pending Count 0 - 2 Days 2 - 5 Days 5 - 10 Days 10 - 15 Days 15 - 30 Days More than 30 Days Technician ID 1 Technician ID 2 34 0 0 0 0 0 34 Technician ID 3 31 1 0 0 0 2 28
ServiceDesk Plus 9326 Released
Dear Users, SDP 9326 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9326: SD-68936 : Mail fetching error occurs if the server redirection is configured in server.xml. SD-68901 : Unable to create requests on behalf of another user. SD-68919 : Request custom menu is not displayed under the "Actions" menu of the request tab. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
Mail Server Settings
Good day. I create a topic "Mail Server Settings" and it is now working perfect but all of none-grouped email had been deleted. How may I create a separate mail account and alias it to the mail ID? And also, are there still ways to recover those deleted mails? Thank you in advanced.
Mail Server Settings
Hi All. Good day. Is there anyone who could assist me in configuring the Mail Server Settings? We are using Office365. May I kindly ask, what should I put under the following?: Incoming Server Name/IP Address User Name E-mail Type Port Outgoing Sever Name/IP Address Reply-to Address E-mail Type Port User Name (whose user name to use?) Thank you in advanced!
Employee ID
Can someone tell me if employee iD under requestor can be sync to AD attribute employee id?
Service desk not responding
Good day, I have a problem, when I loading a letter into the service desk with an attachment of more than 1 mb, the service desks hang. What could be the reason? When SD tries to process the letter CPU Load Process Java on 99,9% Sevice desk has been updated to the latest version. Server service desk Ubuntu 12.04.3 LTS kernel version 3.8.0 - 29-generic Thank you.
Community and Support Notification Options
Hi, Last week I somehow turned on notifications from Community and Support. Althought it is nice to see all topics being addressed, it is too much. Requests and responses are hitting my inbox at all hours and it is too much. Where can I go to limit updates to once a day or once a week....or....to turn off this notification. Can't seem to find where to do this. Do I have to unfollow the SD+ community to do this?
Relationships - how to automatically link departments
Hi, We import users and departments from AD. My questions is how to programmatically create relationships so the departments link together right up to the Department Head (in this case Jon). In the attached image, Users in the red department (under Rod) appear in the relationship diagram, while users in the blue department (under Grant) appear in their own relationship diagram but while the 2 are part of the same group, I can find no way to link them together apart from manually creating a relationship.
Technician field in ticket while making change
Dear Team, When we receive a created ticket that created with wrong category and wrong assignments i need when we try to change the category the technician appear automatic after saving the change could anyone help me ?
Executed Time in resolution Tab
Dear Help desk support, Could you Help me to prevent the Executed Time field from editing by any technician ?
Auto Fill User details on ticket creation
I have SD linked to AD with SSO, users login with their AD username and password but when they open a ticket the field "name" is empty. Is there a way to auto fill the users details when they try to create a ticket?
Query Report History of tickets that have had 'Critical' Status
Trying to create query reporting tickets that have had a critical status in the past [currently outstanding and closed]. I've search several tables [ci, cihistory, audit, audithistory, workorder, etc ] and cannot find a table that can be used to list all status changes in a given ticket. Please advice. Thank You in advance for your assistance.
Query for Users with their CI ID
Hi Guys, I was looking for your support to code a pgsql query to retrieve all current users and their respective (CI ID). Thanks in advance Adam
WebRemote Issue
Good day/evening, We've upgraded to version 9323 - however, we're not seeing the WebRemote option. Is there some place that I need to enable it?
Can't access Changes
Hi After we upgraded to Build 9326 we are unable to open old changes or create new . We get "Error occurred at server side, please contact your administrator for more details." System log viewer doesn't contain any errors. Does anyone else have this problem? Regards Bo Danielsen
SD+ Service Category - How to Edit or Delete a Resource
I can find how to Add a Resource to a Form, but I cannot find how to edit or delete an existing resource that is no longer needed. Using 9.3 Build 9324 Chris White
Export & Import SLA Configuration
Hi Guys, I was wondering if there is any way to import SLA Configuration via a Query or CSV or something. This will be a huge help. Thanks in advance
How to share requesters between sites?
Hi I have the need to open a new site within my ServiceDesk Plus installation, however I find that in the new site, there are no users. How do I make all my requesters available to all sites? Thanks!
Selectable field for Service Request\Incident types in Custom Reports
Hello, I was trying to create a dashboard widget to show a pie chart with the breakdown of Service Requests and Incidents for the current month. Since you can only create charts within the custom reports section, I noticed that there is no selection for the column that identifies that a ticket is a service request or an incident. Can this be considered to be added for a future release? I think it would be a valuable feature. Thanks.
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