(solved)Backup ServiceDesk Plus Database Fails
We are trying to backup database on our old SD+ workstation (Win7) and restore it into our new SD+ workstation (Win10). *The same version of ServiceDesk Plus (8.0.0) is installed on both workstations As far as the backup process we were able to start following below instructions: https://www.manageengine.com/products/service-desk-msp/help/installation-guide/documents/perform-backup.html However the backup seems to fail every time during the process, it says: ERROR: invalid page header in block 1
Supported QR Code Printer
Is there a preferred printer for QR Code? should any laser printer can support QR Code for asset scanning?
[SDF-59846] Show Project ID Within Project
Good afternoon, would it be possible to add the Project ID to either the Project Details or above where the Due Date/Milestones/Tasks are located in the Project? We'd like to be able to reference the Project ID from within the project itself rather than having to back out to the project list to find it. Thank you!
Create Lync Account - Using Custom Menu/Trigger
So our procedure and policies changed on creating lync accounts. This led me to create a powershell script to make this quick and easy, so I decided to share a powershell script I wrote. I hope this helps some people out there. Not promising any support though =D # ------------------ Start Script ------------------ # Store request data passed to script - this must be first element in script param ( $json = "none" ) $jsondata = Get-Content $json -Encoding UTF8 #Encode if necessary $requestdata
Category/Subcategory/Item Taxonomy
Has anyone developed (and is willing to share) a Category/Subcategory/Item taxonomy for all of the standard type of IT Helpdesk and Enterprise Application incidents and services (and problems for that matter)? Any help would be greatly appreciated. Thanks.
IT analytics in 90 seconds: Analyze time spent in different support groups
View a detailed overview of the time spent across your help desk groups using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
Asset scan - Wrong Product Type > CIType association
Hi, I have a problem when scanning assets. I'm using the agent and I configured a custom product as you can see in the following picture: The scan finds the exact model -> "Latitude 7490" but sets the CIType to "Server" instead of "Workstation - Laptop". If I try to edit the asset Product Name manually then it gets linked to the right CIType. This is the state right after the scan: Then I click on Actions->Modify Type: and without changing anything I just click Save. Doing so moves the asset directly
Changes in v10, Longwinded procedures closing tickets
Hi, Is it just me or are their more steps involved when closing tickets since V10? In V9 you could simply select the drop down items, enter a work log and then close the ticket. Now you have to enter the worklog separately and the resolution separately meaning more time spent doing the same thing... Can we modify Servicedesk and tailor back to how it was? Cheers,
Pre-configured SDP with basic industry standard templates
Do we have or has anybody tried a pre-configured SDP with basic Industry Standard Template? Reason is we are doing a lot of Client POC, so instead of configuring from time to time Can we create (from back-up) or any other way so that we can load a pre-configured basic or advance configuration with industry standard templates. So that we can just load the back up on every POC request. Any suggestions are highly appreciated. Thanks, Allan
Request Management - most used request template, category and top requesters based on request count
To make any changes to these queries, refer to this post. Report to find the most used template in the application: SELECT serd.Name "Service Category", reqtl.templatename "Template name", count(wo.WORKORDERID) "Count of Request" FROM WorkOrder wo
LEFT JOIN RequestTemplate_list reqtl ON wo.TEMPLATEID=reqtl.TEMPLATEID
LEFT JOIN ServiceDefinition serd ON reqtl.PARENT_SERVICE=serd.SERVICEID
WHERE reqtl.isdeleted='0'
GROUP BY serd.Name,
reqtl.templatename
ORDER BY 3 DESC To find top used category
Request Management - requests based on incident and service templates
To make any changes to this query, refer to this post. Request based on incident and service templates: SELECT reqtl.TEMPLATENAME "Template Name", wo.WORKORDERID "Request ID", dpt.DEPTNAME "Department", sdo.NAME "Site", cd.CATEGORYNAME "Category", scd.NAME "Subcategory", std.STATUSNAME "Request Status", ti.FIRST_NAME "Technician" FROM WorkOrder wo LEFT JOIN RequestTemplate_list reqtl ON wo.TEMPLATEID = reqtl.TEMPLATEID LEFT JOIN DepartmentDefinition dpt ON wo.DEPTID = dpt.DEPTID LEFT JOIN SiteDefinition
Windows Agent - Why port 9000?
Why is it that SDP is using port 9000 on the Windows Agent for scanning and fetching information? Is there a plan to change this in the near future? https://www.speedguide.net/port.php?port=9000
Flexible SDP PM Scheduling
Hello, I would like to see more options for scheduling PM in SDP. In my case, I want to schedule a monthly backup ticket. Since we follow the accounting calendar, we would need to to something like week 4-4-5 (x4) to properly schedule it. It would be nice. Thanks. Marco.
API V1 Powershell Repo
I put together a small repo of some API V1 powershell functions I've built that work for creating requests, adding notes, and updating requests. Feel free to use any of these you like! https://gist.github.com/aggiebck/60efda1eea63431d5a7d8c05f05379e0
Service Desk Build 10501 Slow In Internet Explorer 11
Hi, After successfully upgrading our TEST environment to the most recent Service Build, I am noticing Service Desk is extremely slow in IE 11. This however is not a problem if using Google Chrome, its almost completely the opposite. Any idea's on what could be causing the issue with IE? Thanks
ITIL incident management & SLA & response time
Hello When defining SLA's in SD+, you can configure a response time: What is the criteria for triggering the response time? How does SD+ know that a response has been undertaken for a ticket? Is it the automatic mail to the requester, when a ticket is created in the system? when a technician sends a first mail? when the request status is set to 'in progress' ? Thanks for helping me to understand it. Best regards, Marc
License SDP Expire
Hi Manage Engine Support , We currently use the SDP type subscription, which will end the contract on 5 October 2019. In the meantime, we are processing the contract renewal which is under consideration from the management. Could you please let us know what will happen if we couldn't renew contract before 5 October 2019? Best Regards,
Launching advanced analytics for ServiceDesk Plus' asset management module
Hello folks, We're delighted to announce the launch of advanced analytics for ServiceDesk Plus asset management module. You can now gain a complete overview of your enterprise's IT and non-IT assets—all in one place. With advanced analytics for asset management, you can, Get actionable insight to improve asset performance and software usage. Plan asset purchases, taking into account the complete history of assets such as purchase cost, active life, percentage of depreciation, and residual costs.
links
Does anyone know how i can link the following how do i link requester name, assets, department and site so that when the requester adds their name all of the above are auto populated.
Trigger notifications to requesters
I am looking to notify specific Requesters that a new hire is coming on board. These requesters will be in responsible for creating accounts for said new hires. I have a template setup for our HR team that will come to the IT team when someone is initially hired. I need to be able to perform a task that will notify users that are not technicians so that they can begin creating the accounts for the systems that they are responsible for. What is the most efficient way to do this? Thank you for the
flushing of logfile
Hi, In the logs directory there is a file called sso log. This has the size of almost 1 GB. Is there any way to flush the file automatically? We really don't need log 1 year back, and it should be flushed on a weekly basis. Best regards Thomas
JESPA.LOG file up to 2 GB
Noted this log file is getting pretty big. Properties say it was last modified in 2017. Any reason not to delete it? Path is "Manage Engine\Service Desk\Logs". We are on Service Desk Plus 9400 (soon to be 9411). Thank you.
Copy values from one field to another in bulk
Hi folks, I have a field that was specific to a Service Request that I'd like to replace with a common field, but I have to preserve the data. My thought was to add the common field to the existing template and I was hoping you could provide me with a way to copy the values from one field to the other. In this case, the request field is a date field called "Eff. Date" and I'd like to copy the values from that field to a common field called "Effective Date." Thanks, Adam
Email added to old ticket conversation with no delimiter
Odd thing popped up (Build 10500). We use the standard delimiter ## in the subject of emails. Normally when a user sends an email to the inbox with ##request number## in the subject, that ticket's conversation will get updated with the email. We just had, what strongly appears, to be an old ticket update that did NOT have the ##request number## in the subject. This email should have created a new ticket. I cannot figure out how this happened. The subjects of the tickets were identical. Has new logic
Templates not showing up to Technicians after upgrade to 10503
Dear All after upgrading to version 10503 the request catalog templates displaying all services and incidents stopped showing up for technicians while it is being displayed normally to normal requesters. the problem was faced only after the upgrade while it was working in version 10502 anyone experienced the same issue? thank you
Changing the Additional Field Type
Why is it not possible to change the current format of the field to other format? We currently have fields in use that we would like to change the field format ( Ex. Single Line field is used to with amount by users) but what I can only do is to remove/disable the field and insert the same with different format. But by doing so, we will lose the field in the already created requests and the new field inserted will be blank. It would be tedious to update the existing request one by one.
SDReport role problem
HI, I assigned built-in SDReport role to one technician, but when he log in, he don't see any reports, every reports group are empty. If I add him SDAdmin role then all reports are visible. How to assign to one technician full access to every raports on SD?
Getting ISO date from a DateTime field?
I'm trying to get a date in ISO format by extracting the data from a DateTime field in the following manner: var startDateValue = $CS.getValue("GUDF_DATE2"); var startDate = startDateValue.getYear() + "-" + startDateValue.getMonth() + "-" + startDateValue.getDate(); Instead of producing a date in a format similar to 2019-06-19, the output I'm getting is along the lines of 119-6-1 . What is the correct syntax to achieve this? Thank you.
Masterclass – ServiceDesk Plus online training series - session 2 May 29th
Hi folks, We're hosting a webinar May 29th on Building a highly responsive service desk using ServiceDesk Plus, the second session of our Masterclass series. We'll be talking about how you can use ServiceDesk Plus to: Establish communication to reduce ingress of tickets Assemble an incident response team Collaborate effectively to quickly resolve the issue Automate incident management processess Initiate root cause analysis and enrich the knowledgebase Using examples, we'll demonstrate how
License Management for Thin clients
Hi There, We have a fleet of 400+ Wyse Thin Client devices. These devices cannot be scanned as they do not allow software to be installed on them. Manually completing the software assignment for each of these Wyse boxes is a very time consuming and complex task. We believe there may be a way to automate this process by using the back-end databases/table of the asset register to import the asset and the licenses for each asset as well using some sort of programming language. Has anyone done
Problem with menu items
If you enter the parameters, the settings menu appears on the left. Items are divided into categories. When you click on a category - nothing happens, the sub-items of the selected category are not expanded. In version 10501 it worked ... and in version 10503 it does not work.
[SD-71682] How best to "license" things like Internet Explorer, SIlverlight, etc
I'm just curious how others are setting licenses in Asset Manager in SDP for things like Silverlight, patches, IE, etc. All the stuff that is "free" but not really "freeware."
After upgrading to ServiceDesk Plus 10503, the login page is no longer available.
After upgrading to ServiceDesk Plus 10503, the login page is no longer available. I get the message This site is not available. The site cannot start up locally either. The SDP also works normally, I receive email, reports are sent. New tickets that must be created automatically are created and an email is sent to the technician. But I can't open the site, so I can't do anything else with it. When I launch SDP via run.bat everything seems normal C:\ManageEngine\ServiceDesk\bin>run.bat ===============================================================================
Is it possible to Remove Technicians using API?
I don't see anything in the API documentation outside of viewing Technicians and Requesters but I would like to Automate the removal of Technicians to free up licenses as users are terminated. Has anyone ever been able to automate this process or is it even possible? All Google Searches rendered basically nothing.
Create Search Filter for Requests from external domains
In the Requests view, is there a way to create a search filter that will show inbound requests coming from a non-corporate domain? Let's say our domain is xxx.com. I want to see a list of requests sent in from any email that does not match @xxx.com. Thanks
Modifying the Type of software massively
Hello Team. One of our clients has ServiceDesk Plus Enterprise Edition v10500 with MSSQL 2014. Our client exported to an XLS file the list of software that are classified as "Unidentified". Later on the XLS file our client organized and documented the Software Type for each software. Is it possible to import the XLS file back into the Scanned Software with the modified Software Type so that it is massively updated? What are the options to modify the Software Type in a massive way? Regards. Rafael
Auto transition request after apruval to another status
To manage requests we use a life cycle. But faced the following problem. When creating a request, it is in the "Waiting for approval" status, but after approval it remains in the same status and you have to click "approved" after approval, only after this the application goes to the desired status. Very uncomfortable. Is it possible to make an autotransfer after all the approvered. Press approved button PS reject request translates into the desired status automatically.
ServiceDesk Plus 10503 Released
Dear Users, We are glad to announce the release of latest servicepack 10503 for ServiceDesk Plus. This servicepack includes 18 new features and behaviour changes. 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
Gantt project to PDF Small
I have a problem with the pdf resulting from the export of the projects. Although the milestones of the project appear to me, the sheet is too big and there is a lot of blank space left over. Does anyone know what may be happening?
[SDF-74126] Using email address to login to ManageEngine ServiceDesk Plus
Is it possible to use email address instead of AD userid to login to ME? Similar concept to accessing O365? If yes, how this can be achive?
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