Add remove Column Selection on Requests
I would like to add a column for Asset. When viewing the requests I had a technician ask if we could see what assets were on all the tickets he is assigned. I think this would be a great option to add. Currently there is no option for viewing assets on the requests page for technicians.
Task Views - View All Tasks not available for standard technicians
Our standard technicians don't have the ability to view All Tasks now that we have upgraded to 9.3 Build 9317. Standard Techs have all the task views (similar to a SDAdmin), except for the All Tasks view. Is this a new 'feature' of build 9317? For us, It means that standard techs can no longer search for completed tasks that have been completed by other technicians. Thanks, Kylie
Exporting "My RequestS"
Is it possible to export all the tickets I have under "My Requests" to excel?
Customize Reports By Requester
I would like to create a report by requester that are incident related. I.E. how many times a given requester has submitted tickets that are related to Outlook. I am having a hard time finding where I can go to create this report.
Join our NYC User Conference this September 12th and 13th!
This two-day event focuses on sessions to help you get the most out of your ManageEngine software, dive deep into our various products, and learn about feature updates, best practices, trends, and integrations. But in addition to that, we'll also have plenty of time for one-on-one sessions with industry and product experts, networking, and much more. Register now. We'll give you a sneak peak of new products and features, and even look at our roadmaps for the future. On top of it all, we'll keep
SLA AFFECTED BY SITE OR APPLICANT AND (%) OF AFFECTED SLA
Very good afternoon, I urgently request HELP, I need to generate a report of SLA but of sites or applicants for example show the tables of number of ticket, site, sla affected, sla failed, (%) sla affected, response times and Agent assigned to the case, please help me, my database is postgre
Survey reporting
We are currently reporting on survey results and noticed that, since questions are not mandatory to answer, the data is slightly skewed with the scores that they are reporting. They may report a score of 100% even though not all 5 questions are answered. Is there a way to write a MSSQL query that would throw out any surveys that do not have all questions answered (there are 5 total questions)?
External Action Plugin
Hi, I have successfully implemented the External Action Plugin and integrated ServiceDesk with JIRA - in our UAT environment. I've looked in the JIRA.XML and JS files for a way to push the ServiceDesk RequestID to JIRA but unfortunately cannot see a way. Also, the attachments don't push through either - those which are physically attached OR those which are embedded in the description (I assume because the plugin refers to it as a textarea). Any suggestions welcome, we are hoping to go into live
ServiceDesk Plus 9318 Released
Dear Users, SDP 9318 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9318: SD-68181 : When service catalog common additional field are added as columns under the request list view, when a pickup/assign operation happens from the request list view, those visible column's common additional field information will get removed from service request which is picked up or assigned. Please refer to the below
Many Issues After Upgrade from 9307-9315 and Beyond
I have submitted a ticket (8086056). However, we have gotten limited response and our ServiceDesk is getting unusable. We successfully migrated from 9307-9315 but experienced some issues generating support files, looking at reports, and looking at our system log viewer immediately after the upgrade. We also were unable to send an email using the ##reportID## tag and new tickets are created each time. We were instructed to rename our REPORTS folder to reports.old and then restart the server. We
ServiceDesk Plus 9317 Released
Dear Users, SDP 9317 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9317: SD-67766: When users migrate from builds older than 9313 to the 9315 and having two or more users with same login name but different domain along with "Not in Domain" present, then those user's will not be able to login to the application. SD-67751: Request list view page is blank, if the selected custom filter name has a single
Can't find how to archive request
Hello, we are using 9.3 build 9317 and the question is - how can we archive individual request? Can't find this button in actions anymore. We don't want to start automatic process (Admin-General-Data archiving) for now. Looks like Admin guide is little obsolete.
Can't view project details
Hey, One of our technician can't view the project details of projects where he is team member. While projects where I am team member I can view. His view as Project Member: My view as project member:
ServiceDesk Plus 9315 Released
Dear Users, We are glad to announce the release of latest servicepack 9315 for ServiceDesk Plus. This servicepack includes 11 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
Chat Settings
Can techs start chats? Does locked out accounts still able to chat if they are already connected? Is there going to be an api or plugin for sharepoint? "Slack integration would be a godsend but i know thats asking to much unless 3rd party does it." Does the "Exclude chat for group(s)" remove them from the user pull down or from chat all together? Does this chat feature integrate with Desktop Central at all?
ServiceDesk Plus 9316 Released
Dear Users, SDP 9316 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issue Fixed in 9316 : SD-67740: Request list view page is blank for some technicians after migrating to 9315.The scenario is as follows, Some technicians sets the 'Refresh frequency' to some value, say 3 or 5 After some time, he sets it back to 'Never' The server is now upgraded to 9315. Please refer to the below link for the steps to install the
Upgrade to 9315 takes a long time
We added a process to delete the duplicate CI entries from the CMDB module during the 9315 migration. This takes a lot of time in few customer environments. We will remove this process and handle it in a different way in later builds. Please do not kill the upgrade process when it waits at 98% ManageEngine ServiceDesk|AssetExplorer Direct Support No: +1 408 916 9300 || TollFree No: 1-888-720-9500
Be the first to witness the cool features!
Dear User, Have a first look at our latest features in ServiceDesk Plus. This release includes, Requester Chat. Combined Request and Task view. Enhanced UI under the Request Tab. Mark your favorite custom Views and sort them. Filter your request history and sort them. Refer settings of one site for configuring another site. Merge Service Requests with updated UI. Sync deleted users from AD. And more features and issues address in this patch…….. This is a preview on what you can expect when the patch
Backup Technician > Failed to save the values when trying to select Move requests to unassigned state
Post last Service Desk Plus update I am no longer able to setup my Scheduler for Backup Technician assignment rule for upcoming requests. When I select Move requests to unassigned state and select <Save> I am getting "Failed to save the values" message. Your Version : 9.3 Build 9308 Latest Version : 9.3 Build 9314 Therese Walsh
ServiceDesk Plus 9314 Released
Dear Users, SDP 9314 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features in 9314: SDF-41121: Option to login to the mobile application using LDAP Authentication. If both LDAP and Local Authentication is enabled in your application, then entering either one of the passwords will allow you to successfully login to the application. Issues Fixed in 9314: SD-67037: If we click on the resolution text box of a default
The size of the description being greater than 64K
Good Morning, Since we have upgraded to 7.6.0 Build 7611 we have been getting the following message The size of the description being greater than 64K in email descriptions. However it is not consistant as users have emailed to the Service larger emails and they fully render within Description field. Can this be fixed? Kind Regards Richard
Update on support for MYSQL Database
Dear User, Please note that the support for MYSQL database will be removed from Jun 2017. Click on this link to know how to move from MYSQL database to PGSQL/MSSQL database. Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Script Master - 9: How to automatically create a task in a Change Request.
Let's imagine you are about to install the latest patch update in all the workstations of your IT infrastructure. A change request with a task but without a foolproof plan and implementation strategy will make the change manager's job tough, especially when you have different flavors of workstations like Windows, Linux etc. So today's Script Master post will help you learn to create a task in a changerequest based on the given values in certain fields. This is done by using an API call to create a
Session timeouts and random issues in Requester / Technician login's
As around 20 to 30 customers have so far reported these issues, I am just moving this to a new forum post where updates on this issue can be easily tracked. As on 9th May Hi, In the past week we have seen customers report this kind of issue in their environments. The reported places include, Unable to create requests from a requester login. Trying to fill the form after refreshing works. Unable to reply to a request Unable to add notes Unable to edit a request and a few other places as well. In
ServiceDesk Plus 9313 Released
Dear Users, SDP 9313 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9313: SD-67431: In SSO enabled environments, owing to the POST data loss, web form data doesn't get submitted while creating or editing a request and form resets. Similarly, replies sent via email are not sent; in some cases resolutions, notes, and worklogs are not getting saved too. SD-66780: Following issues have been fixed in the
ServiceDesk Plus 9312 Released
Dear Users, SDP 9312 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9312: SD-67331: Unable to submit post data in IE when the SSO and Keep me signed in options are enabled. SD-66364: Vulnerability while adding CI in CMDB API. Behavior change in 9312 In an SSO-enabled environment, the Keep me signed in option will be unavailable. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
Report on open requests by age
Hello, I am looking for some help creating or modifying a report that will show all requests that are not closed or resolved , sorted into three groups: >/=30 (but <60) days old, >/= 60 (but <90) days old, and >/=90 days old. This report will need to run every week, preferably automatically without needing to re-edit the report every week to change the date ranges. Only the request ID, technician, status, date opened, time of last update and request title fields are necessary to display for each
ServiceDesk Plus 9310 Released
Dear Users, SDP 9310 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html
Issues Fixed in 9310
SD-65898: Single Sign on does not work if we disable SMBv1 protocol in domain controller.
Behavior Change in 9310
SD-66938: Expiry time format for STATE_COOKIE is changed from session to seconds(60sec).
SD-66934: The "keep me signed in" option in the Login page is to be kept unchecked by default.
Please refer to
ServiceDesk Plus 9311 Released
Dear Users, SDP 9311 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9311 SD-67015: In SSO enabled environment, technicians are not able to access API after upgrading to 9310. 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
ServiceDesk Plus 9309 Released
Dear Users, SDP 9309 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9309: SD-66745: Subject of a Request gets hidden in the reply window, if the sender's e-mail Id is configured to a support group and the Request is assigned to a Technician in that Support group. SD-65802: Resurfacing of this issue in 9308 (which was fixed in 9305), Automatic status change configured based on Request Status Scheduler
Approvals through ServiceDesk Plus Mobile app
Hello Users, Incident & Service Requests approvals can now be done right from ServiceDesk Plus iOS App v4.2. Please upgrade your mobile app to the latest version to use this feature. ServiceDesk Plus server has to be on the build 9303 and above for this feature to work. We are working on our Android app to support this feature and it is expected to be released soon.
ServiceDesk Plus 9308 Released
Dear Users, SDP 9308 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html
New Features in 9308
SDF-65900: Following enhancements have been made in SMS notification settings: Platform account support for Clickatell Option to modify SMS Gateway API URL from UI Unicode support for Site 24X7 SDF-66288: The following script methods have been supported in Field and Form Rules: $CS.getValue("REQUESTER.EMPLOYEEID"); $CS.getValue("REQUESTER.SITE");
Boot Camp Apr '17 - Building intelligent forms
Custom Scripts - How to automatically create a project from a change using change custom triggers
Hello Users, Today's post will help you trigger the creation of a project in ServiceDesk Plus, based on values in certain fields of a change request.The project is created using a specific project template and then associated to the parent change request. This is done by using an API call to create a project is ServiceDesk Plus and a separate call that associated the project to the change request.Refer to the comment within the script for more information on the json structure in which input is provided
ServiceDesk Plus 9307 Released
Dear Users, SDP 9307 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9307: SD-65887: Status change of a Request does not get recorded in Time elapsed analysis in some scenarios. SD-65952: Technician details gets collapsed in Time elapsed analysis while re-assigning the Request to the same Technician. SD-66247: Scheduled report(s) do not work after the server is restarted. SD-66008: In SSO / Pass-through
Product Support Policy : New Update
Hi Users, We have updated our product support policy. Product support will be offered only for builds that are one year old. For example, support for ServiceDesk Plus 9.3 released on 8th February 2017 will be available only until 8th February 2018. To continue receiving support, you will have to move to the latest version of ServiceDesk Plus. Refer to the Support policy document given here ManageEngine ServiceDesk|AssetExplorer Direct Support No: +1 408 916 9300 || TollFree No: 1-888-720-9500
Question: I need to know,
After having the desktop server is that we need another application to ensure mail management. Such as the exchange server for sending messages to users. GMOUANDA
ServiceDesk Plus 9306 Released
Dear Users, SDP 9306 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New features in 9306 SDF-65096 : You can now share a Request with Technicians and Requesters from the Request Details page. Requests can be shared with all technicians or technicians of selected support groups and departments Can be shared with all Requesters or Requesters of certain sites. New filters like Pending Request shared with me and Requests
Proposed new version of REST API
Hi All, We have been working on the latest REST API V3 for sometime now. We are glad to share with you the proposed format for the same. Click on the link below to take a look. http://beta.servicedeskplus.com/apidocs/index.html P.S: Any future enhancements in API and custom triggers will follow this format. Thanks & Regards, Padmakumar, ServiceDesk Plus Development Team
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