Script Master - 7: How to create a new change request automatically from a parent request.
Hello users, Today's Script Master's post will help you to trigger the creation of a change request using a API call,based on the values in certain fields of the parent request.The request ID of the parent request is appended to the subject line of the change request. Refer to the comments within the script for more information on the json structure in which data has to be send in the API call for creating a change request.The script to do this is available here. Let us assume a scenario where
Free webinar: Six IT help desk lessons from the casinos of Vegas
Hi, Inefficient process planning and unplanned executions can disrupt IT service delivery and even bring business to a halt. With huge financial costs and business continuity at stake, handling an IT help desk can be a lot like gambling at a casino. Casinos can teach us a lot about ITSM, like how to manage a bankroll and when to put on a poker face. In this webinar, we'll go all in to teach you the parallels between the casinos of Vegas and ITSM best practices. Time: March 23, 2017 | 11:00am to
SDF-62564
Can you provide more information on this fix? We are searching for instructions on how to utilize this feature and whether is requires a user to be an admin to do this. Thanks! SDF-62564: Option for Technicians to mark their availability by choosing 'Online' or 'Offline'. The significance of this indication can be viewed while assigning Requests/Tasks to an available Technician from the home page of Tasks and Request module.
Ask The Experts - March 7 - Completed !
.
ServiceDesk Plus 9302 Released
Dear Users, SDP 9302 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9302 SD-63979, SD-65613 : Unable to login to the application in certain scenarios by multiple users with same login credentials when 'Keep me signed-in' is enabled. SD-65786 : Unable to access the Purchase module after migrating to 9301 in some environments due to the additional fields configured previously before migrating. Please
How to import IP Phone from CSV with Phone DN field
Hi, I wanna to import IP phone from CSV, but when I map field, I don't find "phone DN" field for map to CSV column. What Should I do? I think it's very important for IP Phone? Thanks
Webinar: Drive Successful IT Changes using Servicedesk Plus.
Hello ! Looks like the year has taken off to a great start, what with all the action we had in January. This month, we are back, rejuvenated and revamped with a brand new module to discuss, namely change management! Change is inevitable, more so in IT. Efficiency in transition of change is vital in IT, inherently this is where change management comes into play. Mark the date for 21st February, 2017 wherein you'll be spending 45 minutes of action packed, fun learning time, getting acquainted with
application is runing too slow
I am setting up a servicedesk plus but application is too slow. I have follow the instruction on your forum for java tuning and set as follow · wrapper.java.additional.19=-XX:PermSize=64m · wrapper.java.additional.20=-XX:MaxPermSize=256m · wrapper.java.initmemory = 256MB For small and medium customers: wrapper.java.maxmemory = 2512MB Thanks Fariha Naveed
ServiceDesk Plus 9301 Released
Dear Users, ServiceDesk Plus 9301 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9301: SD-65655: Task tab under the Incident template displays a blank page for users who have changed their page length. SD-65659: Unable to modify the customizations done to self service portal post upgrade SD-65705: When the text to be searched in Assets module is entered in global search, it displays results from solution
How to add a Resolution?
How to add and
http to https redirect not working since upgrading up to servicedesk plus 9300
out redirect froom http to https isn't working anymore since upgrading up to 9300? we have the following setup C:\ManageEngine\ServiceDesk\server\default\deploy\jbossweb-tomcat70.sar/server.xml <Connector port="80" address="${jboss.bind.address}" maxThreads="150" minSpareThreads="25" maxSpareThreads="75" enableLookups="false" redirectPort="443" acceptCount="100" connectionTimeout="20000" disableUploadTimeout="true" compression="off" compressionMinSize="2048"
Text Field Validation script
Hello, I have a use case where the customer needs to provide the MAC address of their device. I would like to be able to stop form submission if the user does not submit their MAC address according to the following format: xx-xx-xx-xx-xx-xx Is there any way to achieve this?
Script Master - 10: How to integrate ServiceDesk Plus with HipChat.
Hello users, Here I come with another interesting script that helps you integrate ServiceDesk Plus with HipChat. Before I go into the details, allow me to give you a quick introduction about HipChat. HipChat is a hosted group chat platform built for teams that collaborate through persistent chat rooms, file and screen shares. HipChat also includes cloud-based file storing, video calling capability, message-history searching and inline-image viewing. Integrating HipChat with ServiceDesk Plus enables
Script Master - 1: ServiceDesk Plus & Slack integration.
Hey Guys, Who would say a NO for a script that makes your IT job easy and fast? Thats why, we are launching "ServiceDesk Plus Script Master", a weekly activity that envelopes a use case gathered from some of you, the script to achieve that requirement and its execution steps along with the video. Don't forget to visit PitStop every wednesday for the Script Master's post and make your IT life a bliss. Today, let's see how to integrate Slack with ServiceDesk Plus. For the uninitiated, Slack is a cloud-based
AerData ServiceDesk Critical Issue
Good morning all, It appears that ServiceDesk is not working properly at the moment for AerData. There was a glitch in SD a few moments ago which made it unavailable for a couple of seconds. Now it’s available again and the new tickets that are coming in are fine, but the pre-glitch tickets are not displaying any information. Could you please verify this issue ASAP? Thank you and kind regards, Bruno Rego
DUO Multi-Factor Authentication Integration
Is there a way to Integrate DUO Multi-Factor Authentication Integration with ServiceDesk Plus MSP and Desktop Central MSP? I don't see any documentation available for this on your website. Thanks!
ServiceDesk Plus 9241 Released
Dear Users, SDP 9241 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9241 SDF-38562 : Option to search POs using additional fields in global search. Issues Fixed in 9241 Work Stations SD-62547 : A site restricted technician can view other site's VM Hosts/VM Machines in their respective list views. SD-65306 : While importing assets/workstations through CSV, exception is thrown if the owner's login name
Introduction of New Rich Text Editor in ServiceDesk Plus !
Dear All, We are planning to introduce the "New Rich Text Editor" in our product. We have taken up this feature because of the increasing no. of issues related to formatting when you access SDP with different browsers. New Rich Text Editor has the following features: 1. A new look and feel. 2. You'll experience faster loading of the page. 3. Wide range of fonts and font sizes available. 4. Font face and font size customization is available as per the users need. 5.
ServiceDesk Plus 9239 Released
Dear Users, SDP 9239 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9239: SD-63443 : Buffer overflow error in agent while taking remote control. SD-63657 : More than one viewer opens up while taking remote control in IE. SD-65040 : "Certificate has been revoked" error is displayed while taking remote control. SD-63262 : Microsoft Windows Unquoted Service Path Enumeration error in agent . Please
Questions on two custom actions
Hello, I'm working on a simple integration between ServiceDesk Plus and another ticketing system, and was curious on the capability to perform the following customized triggers: Auto-case closure if case is created via email or web portal, no triggering criteria (all cases) Customized email notification sending to an external email address, pulling the original ticket details into the email Thanks for the help! Taylor
Timespent Report - Requests, Project and Changes
Hi I would like a report that shows the amount of time logged each day for each technician which includes work logs for Requests, Changes and Projects. It takes a lot of time and effort to create separate reports that cover work logs for each and then put them into another consolidated spreadsheet. Something like this would be useful Fred Bloggs Requests Projects Changes Total Monday 4.00 3.30 1.30 9.00 Tuesday 5.00 2.30 1.30 9.00 Wednesday Thursday Friday Saturday Sunday Regards Mike
ServiceDesk Plus 9240 Released
Dear Users, SDP 9240 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9240 SDF-62529: You can now configure a setting on the Self Service Portal to automatically delete system-generated notifications, such as acknowledgment or assignment mails, that are older than a certain time period. Issues Fixed in 9240 Request SD-60716: Unable to reopen a request when the site to which it has been associated has
Script Master - 8: How to automatically assign users to different roles in a change request.
Change managers often decide who plays different roles in implementing the change effectively in an IT infrastructure. For a frequently carried out change request, the team involved may be the same. This can be based on the services affected or the change type. As a result, the change manager has to repeatedly assign the same set of technicians for a frequently occurring RFC. This Script Master post will help you do away with repetitive technician assignments and automate the process of adding users
Next Major Release
when is the next major update going to be released?
ServiceDesk Plus 9238 Released
Dear Users, SDP 9238 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9238: SD-65361, SD-65269: Issue with Desktop Central integration when the option 'Enable to access Desktop and MDM Plugin Functionality' is chosen and certificate error while running DC in https mode. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
Webinar: How to Master Request Management using ServiceDesk Plus.
Hello everyone! Wish you a fabulous 2017! Keeping our promise to make IT easy for you, this year we bring feature-specific webinars every month accurately fashioned to further your expertise in ServiceDesk Plus. I'm glad to invite you all for the first webinar encompassing the basics of request management, related best practices, and latest updates on 17th of January. For your ease, we will conduct this webinar at three different time-zones. So set apart 40-mins of your time and join us either
Template field
Servicedesk Pulls in various fields when scanning users. One of the field populated is login name. Is it possible to add it to template to auto populate when you enter the users name?
How can we notify an email user before holidays one day before?
I want to set holiday to the Service Desk System, then I want to send notification to them before holiday one day. How can we do this? Please detail all steps if possible, Thanks in advance.
ServiceDesk Plus 9237 Released
Dear Users, SDP 9237 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Feature in 9237 SD-63274 : Support for SNMP V3 scan has been introduced. Issues fixed in 9237 Requests: SD-65225 : Reply windows gets over-written when trying to reply multiple requests simultaneously. SD-65190: Request page gets slowly loaded when the resource section contains lots of questions with check box options. SD-63552: Alias mail ID does
ServiceDesk Plus 9228 Released
Dear Users,
SDP 9228 has been released and can be downloaded from the URL below,
https://www.manageengine.com/products/service-desk/service-packs.html New features in 9228: SDF-63023: Service Catalog can now be obtained as an Add-on for Standard edition. SDF-63419, SD-61445: Field and Form Rules Enhancements: Ability to copy rules to multiple templates Action to add/remove options from the Pick List field through UI (except Site & Group fields) Action to set values for fields through UI Action
Mail fetch issue - Office 365 users
Hi, Lately we are receiving multiple requests with mail fetching issue. We have found that it occurs particularly with the Office 365 users. The issue is due to an update in their SSL certificate. Here's the error trace we see on the logs, Exception when connecting to store.|javax.mail.MessagingException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target;
ServiceDeskPlus 9236 Released
Dear Users, ServiceDeskPlus 9236 is released and can be downloaded from below URL. https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9236: SD-64437: Exception while approving the final stage of a request. SD-64108: XXS vulnerability issue in showing the auto suggestions while creating request. SD-65254: Error while running query report with column name /alias name containing the keyword 'from' and function 'longtodate'. SD-65245: Unable to assign Technician
Script Master - 5: How to send custom SMS notifications to users
Hello folks, Do you guys remember the Script Master's post about sending custom email notifications? In case you've missed it, you can visit the post here. Today's Script Master's post will help you send custom SMS notifications to users through SMS gateways. To demonstrate, I've preferred the Clickatell SMS gateway in this post. How it works: The SMS is sent using the Clickatell SMS API along with an authorization token, against an existing account. In the application, you can use either Request
ServiceDesk Plus 9235 Released
Dear Users, SDP 9235 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9235: SD-65253 : Unable to perform agent based scan when SSO is enabled in server. 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 9234 Released
Dear Users, SDP 9234 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New features in 9234: SD-60295 , SD-63336: Solution Auto Suggest for Technicians: Suggesting solutions for requests based on the keywords found in the requests. This allows the Technicians to try different solutions from the suggestions, copy them as resolutions if applicable, or add comments to the solutions that didn’t work while keeping track of
$SurveyLink not correct after update 9233
$SurveyLink not coorect after update 9233. URL incorrect http://host:8080/sd/SurveyDetails.sd?surveyData=ID URL correct http://host:8080/SurveyDetails.sd?surveyData=ID how to modify a variable $SurveyLink remove /sd/ from URL ?
ServiceDesk Plus 9233 Released
Dear Users, SDP 9233 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9233: SD-63813 : Vulnerability issues fixed in agent. Note: Users are requested to upgrade to latest agent version to resolve scan issues. SD-64239 : All XSS vulnerabilities are fixed in "Purchase Request" module. SD-63222 , SD-63215 , SD-63210 , SD-63211 : XSS Vulnerability issues fixed. SD-63930 : Struts related vulnerability fixed.
when a user receive the email notification,and select the link to see the ticket detail the link go to a login service desk page, not directly to the case
ServiceDesk Plus 9231 Released
Dear Users, SDP 9231 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New features in 9231 : SDF-64374: ServiceDesk Plus is now integrated with AD Manager Plus. Administrators can reset password, create, delete, unlock, enable, disable users in AD from Request details page of ServiceDesk Plus and thus efficiently manage their Active Directory in both the Applications. This feature can be configured under Admin >> ME
ServiceDesk Plus 9230 Released
Dear Users, SDP 9230 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9230: SD-64082 : Unable to fetch mails due to connection exhaust. SD-64270 : Connection error occurs while trying to fetch mails using IMAP. SD-64061 , SD-64084 , SD-63886 , SD-63821 : Duplicate 'New PO' and 'Delete' buttons appear in the PO ListView page. SD-63997 : Unable to search Purchase Orders from global search using PO's item
Next Page