Lerner for Service Desk Plus Solution. Please help with self learning path for SDP
Hi Team, I am new to Manageengine's Service Desk plus solution. I want to learn SDP. Could you please guide me with the proper self learning path. This will be really helpful for me. Thanks, Amol
CI Types not all shown in Configuration Item Types
Hi We have our laptops under a CI Type called Laptop under Workstation. Laptop does not exist in the list of Configuration Item Types, as the Laptop heading was duplicated at some time then deleted. I think that the duplication of Laptop has forced the non-existent Laptop records to adopt the CI Type of Workstation. Our list of Configuration Item Types is out of kilter with the list shown under CMDB. in CMDB Workstation Windows Workstation Laptop - where our laptop records are with CI Type
Merging Scanned Software Names?
HI, When I update a product with a patch, for example Adobe Acrobat DC, sometimes the display name will change causing a new scanned software to be detected. eg, Adobe Acrobat DC (2005). This causes havoc from scanned software and license agreements. Is it possible to merge old and new scanned data together. Or have alias names for software?
Get task ID from ticket request
Hi, how do I get the task ID from the ticket request using the REST api? I would like to close a task using the api but need to get the task ID from the ticker number.
How to generate report of statstics of user ratings for tickets.
I want to generate attached report automatically from SDP. But the default option doesn't provide the Satisfaction Rate in %. Please provide me custom query which can provide one more column and calculate the Satisfaction rate in % when ratings is poor and very poor.
On Behalf field
Hello im trying to view the On-Behalf Of, field in the new incident default template. I connected to the DB , using this command psql.exe -U postgres -p 65432 -d servicedesk -h 127.0.0.1 after being connected to the database i ran this command too update globalconfig set paramvalue='true' where parameter='ON_BEHALF_OF_USERFIELD But nothing appears on the new incident template, also i have other questions regarding this function how i can open an incident for another users even if he is in another
Limit Reply Template to specific Technician / Technician group?
As caption, is there any way to limit the Reply Template to someone because we may have more than one Team to reply different incidents? Many thanks. SDP: 9321 / PSQL
Finding Merge Tickets With Search
After upgrading to SDP 9.321, user are not able to do a search and find a merge ticket. In the previous version they could use the search bar and it would find the merged number in the ticket history. Is there a work-around to finding merged tickets? Craig Rice
Reports
I need to run a report that shows me what changes have been made to workstations from one month to the next. Examples would be assigned to a new user, or go from in repair to in use, etc.
TAB Order on Default Incident Template Changed After Upgrading to 9321
The tab order changed on our default template after the 9321 upgrade. It would be nice if the TAB could be controlled on templates (SDF-40581). Now the cursor jumps from the top of our default template form to the almost the bottom of the incident form. Thanks, Craig Rice
Any way to hide "Zoho Creator App"?
Hello, Any way to hide "Zoho Creator App" in ServiceDesk Plus top bar? We have ServiceDesk Plus 9.3 9322. Thanks.
Is there a way to see the query behind the reports in Manage Engine
Dear Community, I hope you can help me out here. I have an urgent need and I hope you are able to help. In our organization we have a problem, we have so many reports that are there, and since I assumed the role I want to make sure I clean that up in order not to put load on the system. The number of reports is very high. These reports are on the service requests and incidents created for the various business departments. I need to see the some information about the report, e,g. the query (filter)
Printing a Request defaults to 2 pages
Build 9320, just started happening "recently". In a Request, Actions | Print Preview, un-check all except Request Details. preview shown about 1/2 page but shows will print 2 pages. See attached. Anything we can do to change this? Thanks
Report with techinician details
Hi, I need a report to extract how much time every technician worked on a request. These informations are already in the details of requests (see attach), but I don't know I can extract it. There is a query or a report I can use? Built 9124 DB: MSSQL Best regards, S.
Worklogs no longer showing carriage returns
Hey Folks, After our latest bout of upgrades (Bringing us to 9.3 Build 9321) we noticed that worklogs are no longer showing carriage returns placed in the worklogs properly, leading to some very oddly formatted text. Is there a secret option I have missed that would change the display back to showing carriage returns? Cheers! John
CAB Approval custom trigger powershell
Hi, Does anyone have an idea of creating powershell script for custom CAB members based on change type. I have a python script but powershell is what is required. thanks, JS
Unable to fetch the user defined field in message template
Hi Team, One of my client is unable to fetch the user additional field value in the email notification though the the additional field is been update successfully on the requester detail page. Any help on this is really appreciated. Attached is the screenshot. _R
Behalf of Field
How do I activate the "Behalf of" field in Service Desk Plus? Regards, Craig
Adding fields to the Incident Management template
Hello, is there a way to add additional fields to the Requestor details within the Incident template?
Happiness Graphic
I really like the happiness graphic that you guys use, and wonder if there is any way you might consider making this a part of SDP. It could be on the user's login page when the first login, and be pulled from the user survey data. Customer service is important to us, and this transparency belies our commitment to it. I know that your company feels the same way, I would love to be able to do this!
Line breaks in Work Log Details are displayed incorrectly
After updating from Version 9.3.1 to 9.3.21 we have a problem with all Work Log Details under Request -> Tasks In the Work log Details overview the line breaks are displayed as "<br /><br />" and thereby all the text is shown in one single line. Someone else has ancountered this problem ?
Which License file to apply to Test Server?
I'm in the middle of setting up a test environment for some update testing but I wasn't involved in the initial set up of the software. I understand that I can apply my existing license file to the test environment but I'm not entirely sure which file in the License folder it is. Also, should I copy and paste the file onto the new test server or load the license file from the live environment?
Requester List 'Actions'
Can you add the following to the 'Actions' button on the Requester List page? 1. Mark as Service Approver 2. Able to See all Requests It's a pain having to edit 500 people 1 at a time. Or is there an easier way to do it?
Variables in Tasks
Hi, is it still not possible to pass variables from a parent ticket to child tasks created automatically? Thanks.
Report with date created before last 1 week
Hello, can you help me to know what is the correct Date Filter in the Report to run a weekly report where I get the tickets that are in Open status but these were Opened less or equal the last week ? Thank you!
ServiceDesk Plus 9324 Released
Dear Users, SDP 9324 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9324: SD-68612: Request’s ‘Site’ gets changed to ‘Not associated to any site' while saving a resolution. SD-68614: When a service request has resources, then the resolution page freezes while clicking the add/ edit button. SD-68629 : Pick List values are not listed in Incident Template. Please refer to the below link for the steps to
Technicians unable to login after AD changes
Hi, I carried out the following actions and now technicians/local admin cannot login: 1. Deleted Requestors 2. Synced with Active Directory 3. Changed from Pass Through Authentication to Active Directory Authentication Any recommendations as to how I can resolve this? Cheers.
Approvers Visibility
Hello, Perhaps a bit of an odd one here. We're managing part of our document approval process using the MESDP Service Catalog. Once a service request is submitted it is sent for approvals in two stages. How can I expose the list of approvers and approver comments to the requester?
SCCM Integration with ServiceDesk Plus
I am looking thru the documentation and do not see where I can utilize SCCM with ServiceDesk Plus. Am Running SCCM 2012 R2 and would like to utilize it to import hardware information that is already collected by that appliance. It there a document out there that would point me in the right direction. Mark
Installing Service Desk Plus
Hi, I have installed SD+ within a test environment but when I open a browser and type in http://localhost it takes me to a page to install IIS. When SD+ was installed on our live server I wasn't involved and when I went on to check if it uses IIS or Apache Tomcat, I could not see anything. Can you advise what I've missed in the installation or if some service is not running that I'm not aware of?
How can you change the default search parameter from Request ID Search to Default Search?
Search default is "request id" and we want it to be "default search" without having to select every time. I am not finding where in Admin that can be changed?
Can we exclude users from receiving email?
Hello, One of our customers does not want email from us. Can we prevent just one or two customers getting any email from us?
Getting attachment from a ticket number with REST API
Hi, I need to get the attachment from a ticket, I know I can use the attachment ID but how do I know what that ID is? Can I not just use the ticket number and then download the attachment? Thanks, Calvin.
ServiceDesk Plus 9322 Released
Dear Users, SDP 9322 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9322: SD-68525 : LDAP authentication is not working when users are imported from Microsoft Active Directory Ldap server. SD-68470 : In dashboards page, clicking on “Requests approaching SLA Violation” widget’s drill down count does not redirect to the request list view page. SD-68119 , SD-68238 : Request details page : After updating
SLA Alert or Notifications
SLA escalations are emails alerts, is there another way of sending the alert?
Issues with Internet Explorer and Firefox
Hello, we are using ServiceDesk Plus 9.3 Build 9309. Unfortunately, we have sometimes issues with Internet Explorer,Edge and Firefox. We tested everything with Chrome, too. There were no issues with Chrome. It’s the following behavior: Sometimes, it happen at rare intervals, if we try to add a note to a request or send a reply, nothing happen if we klick on „add“ or „send“. The same issue happen sometimes if we try to add an attachment. It seems there is an issue with additional windows in this browsers.
Drag and drop into SD+ requests
Hi, We have had some feedback from our users that when they are logging requests, they have to save emails onto their computer and then upload them into the requests as attachments one by one. Currently we are on version 9118 - do any of the later versions have the facility to drag and drop emails directly into the requests as they are being logged rather than attach them?
API to add Department CI
Hi, I would like to know whether API to add Department CI as per link https://www.manageengine.com/products/service-desk/help/adminguide/api/cmdb/add_ci/add_department_ci.html is stable to be used for integration. Appreciate some feedback ASAP since we are in the middle of development. Thanks & regards, Adilah.
Ticket History Inaccurate
We recently upgraded to 9321 using MS SQL and I am noticing that the ticket history is inaccurate. Two particular tickets that I interacted with yesterday do not show changes that I know were made to the tickets. Craig Rice
ServiceDesk Plus 9323 Released
Dear Users, We are glad to announce the release of latest servicepack 9323 for ServiceDesk Plus. This servicepack includes 9 new features , behaviour changes and bug fixes. Take a quick tour of our new features. Check out our Readme for more and download the servicepack here. Try our demo before upgrade. Step by step installation process can be accessed here. Regards, Edwin Vasantha Kumar Servicedesk Plus Team
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