Time out by one hour
Hello, I am having an issue where the logged time for our calls is one hour behind. See the attached where a call that was logged at 8am, is displayed as coming in at 7am. The time is correct on the server and also the correct time zone is selected under individual accounts (Personalize etc). What needs to be done to fix this? Many thanks, Mike
Email based integration..
Hi Team, We are in the process of evaluating integrating Solarwinds monitoring tool with ZOHO manage engine Service Desk plus. We need to know is there any possibility to auto ticket in SDP by email based integration. If yes what is the format of email should be sent to SDP email ID . Also need to know how to close the ticket automatically by email based integration. Regards, Kavitha G
Business Rules - "Perform these actions" - Set as created "Request - Additional Field"
If I have a Request – Additional field (Pick list) created, is it possible to perform an action linked to this additional field?
Trouble connecting to psql database
Hi, I am having trouble connecting to the psql database on the local server where the Service Desk is installed (v9309). I am using this command psql.exe -U postgres -p 65432 servicedesk in the "bin" folder location via a command prompt but I get the following error: FATAL: no pg_hba.conf entry for host "::1" Has anyone seen this before? Thanks, Lee
REST API
Hi, We are looking to interface IT Service Desk Plus WITH another system (CRM). I understand that you can use another system and REST API to interface and run tasks within SDP...BUT, can you use it the other way around ? We'd like to be able to set an action (Widget or Automatic) that when a specific request is raised REST API will send out a command to CRM to setup an account. Is this possible ?
Service Request - Asset Details
Can you help me to create a query that will show all service requests with their's data from "Asset Details"block? Thanks you Best Regards
Change Workflow edits are editing another Workflow!! Help!
(Reported with respect to ServiceDesk 9003 Enterprise) Essentially, I edited the SDGeneral workflow (no longer the default) and a duplicate of the SDGeneral workflow (which had been configured uniquely after duplication) changed to match the SDGeneral !! This caused notifications to fail or go out when they weren't supposed to. I have spent a lot of time I don't have trying to determine the extent of the incorrect or missing communication (doing damage control). I need to know how and why this
Change Management - Why can we choose all the items from the CMDB, such as Software or (IT or Business) Service?
Dear All, We're implementing now the Change Management module in our organization, but there some limitations which are hindering our progress. One of them is for the use case of changing to a Service, which doesn't necessarily has to do with a technical component. Other use case is when we want to make an upgrade through Change Management of an application we manage in our organization. Is there a setting we can switch on to include software and Services? Kind regards, JS
Solutions
Hi, I would like to understand how we can hide sections of the solutions tree where there are no published solutions available to the end user. Currently, we have alot of 'solutions' in the tool, but not alot of them relate to the end user in anyway, therefore, they are not made available to them. How can the portal only show the topics which contain a document relevant to that audience? http://imgur.com/a/aUWGV
Item Custom Fields
Is it possible to add a custom field to an item - to identify and assign it to a request or problem type?
Boot Camp May '17 - Streamlining change management
Multiple duplication of a closed ticket
Dear team, This is the first time I am contacting your Service Desk to report an issue and in search for some answers. First of all, please know that we are extremely happy with how SD plus works, and haven’t had any issues until now. Is there any known bug that could explain why we have a closed ticket duplicated several times? I am the person experiencing this issue and have made sure that I am not duplicating any tickets after closing them. I do use this feature though, but just when
login name autofill
When users browse to the logon page of ServiceDeskPlus, the username field is autofilled with a version of their username like.. %40FirstLast% autofilled from their logged in name Im assuming....they have to delete the entry and type in their correct username to login. How can I stop this autofill?
Additional Fields - Request View Columns
Hi, Just wondering if all additional fields are used to update the request view list. It seems I cannot see "Service Catalogue - Additional Fields" but I can see other additional fields to add as columns. Is this correct? Thanks Adrian
Single 1 year report grouped by month of created time.
Dear Support team, I want to Generate Report of all the tickets of 1 year group by months on basis of Created time. Can you please help me. Thank you.
How to install a new wildcard PFX certificate in SDP 9.3?
Please supply new documentation for how to install wildcard PFX certificate on SDP version 9.3. Your install guide is old and way outdated.
Want to hide the "My Details" tab, the "Personalize" link, and the "Change Password" link from all users
I see that we can hide the "My Details" tab from Requesters by unchecking the "View their profile" box at the "Requesters are allowed to" prompt within Admin > Self Service Portal Settings. A few related questions... 1) Is there a way to hide the "My Details" tab from Technicians, especially for certain Roles, Support Groups, or anything along those lines? 2) Is there any way to hide the "Personalize" link from the user profile icon in the upper right corner of the screen (for either Requesters,
How to use SQL 2008 in ME products
I have a Question, how i can install ServiceDesk, AdManager and ADAudit with my SQL 2008?
Edit Worklog
I have several worklogs, I cannot seem to edit them once saved, am I missing something or is it not possible?
Firewall/router scan issue
Good Afternoon, When we scan hardware like Fortinet 100D or Fortinet 30D the asset placed in the wrong IT Asset "Router " this is wrong the asset must be under the category Firewalls .. but when we change asset type from CI type router into firewall ..the asset will moved to firewalls but then the firewall asset is displayed as unknown and will not scanned anymore Can you please tell us how to fix this thanks Br Sander Leis
Organization Role API
Hi, I need to organization chart for service request workflow. First solution is use "reporting to" field in active directory for detect organization chart like this LINK Second solution is use custom script for get chart organization and after that add to SDP with API. Unfortunately SDP doesn't have any solutions for add organization role with API.I think first solution is better than second, but what's your idea? Thanks
Data Dictionary
Hi ManageEngine, Can you provide the data dictionary (as DB documentation) of ME ServiceDesk Plus? Regards, Ana Linda Rodriguez V.
Need query to show all support groups that have a group e-mail address
I currently have this query but it brings up a report that is 342 pages long. I only have 20 support groups so the report shouldn't be this long SELECT qd.QUEUENAME as 'Support Group',qe.EMAIL as 'Support Group E-mail',qd.SENDERNAME as ' Support Group NAme', qd.REPLYADDRESS as 'Support Group Reply E-mail' FROM QueueDefinition as QD LEFT JOIN Queue_Email AS qe on qd.QUEUEID=qe.QUEUEID Can the query be modified to show all support groups that use a group e-mail address? I am using SDP 9.3 build 9309
Windows Domain Scan table include unknown domain name or unusable
Hi, After install SDP we have some domain name that unusable. I remove it and just remain primary domain name, but after some days I realized SDP added unusable domain name again. How to remove it permanently? Thanks
Feature Request: Make the option "All approvers must aprove to go next stage" for each stage not the entire workflow
Hi ManageEngine, Can you enable the option on Approval Workflows on Requests "All approvers must approve to go next stage" for each stage, for just for the entire workflow? Thanks in advance, Ana Rodriguez.
How to renew a cert.
It's time for us to renew our cert. What are the steps to create the cer to send to Thawte, not the whole procedure. That will come later. Thanks
can't pull from office 365 alias email address
we recently moved to office 365 and one of our alias emails we can't pull from the mailbox see attached screenshot. i changed the names.. main account works fine, but second email "helpdesk2@domain.com" doesn't seem to work. helpdesk@domain.com has full mailbox access to helpdesk2@domain.com
Scanning monitors issue
How come it is picking up the same serial number for both monitors?
Technician cannot view the asset
Hi, I have a technician that has the privileges to see our assets, but when he search the asset it's not found by Service Desk, but some ones he can found If you need more information please let me know!
How to get a list of all info that is stored in SDP?
My SDP application is currently undergoing a security impact assesment and they would like to know all the data stored in SDP. They don't need the data itself but they just need to know what is stored in SDP. For example: Asset Module: Disk space Mac Address OS Processor Speed Service Pack Total Memory Model Make Domain Last Logged In User State Asset Tag Serial Number Barcode Vendor Part No. Purchase Order No. IP Address Manufacturer Processor Name Serial number Service Tag Virtual Memory Business
bulk update of all Requesters
Hi all, Is there any smart way of fill in custom field for all requester in bulk update? /Mar
Changing Dashboard
Can someone point me in the direction to change the dashboard layout please. On the right of the Dashboard I have Tasks, however I want to be able to view a breakdown of which queues have how many tickets, so will show me each technician and how many tickets are assigned, as well as a waiting for customer queue and an unassigned tickets total. Thanks
reporting on service catalogue custom field
hi i have built a standard report but i wish to add into it a custom field that was set up on the service request when i view query i get the below sql statement, what i would like to add to this is the custom column UDF_CHAR2 but have no idea how to do this. i assume i can add it to the select statement. SELECT `aau`.`FIRST_NAME` AS `Requester`,`wo`.`WORKORDERID` AS `Request ID`,`aau`.`FIRST_NAME` AS `Requester`,`wo`.`TITLE` AS `Subject`,`wo`.`CREATEDTIME` AS `Created Time` FROM `WorkOrder` `wo`
service desk plus proffesional
Hi, I am New in SDP have to install professional SDP on client side for 3000 devices (50 technicians). Please send us the steps or guide me after installation part.(dont send me admin guide of manage engine) I need proper step so that will be easy to implement.(ex-how to push agents,creation of groups ,dept etc..) I had done the installation only and created a credential for domain. reply ASAP.
Allow HTML notification outside of the editing window
The editor in SDP is terrible. Formatting is very limited, what looks fine in the editing window looks terrible in emails, it seems to randomly add and remove line breaks all over the place. The feature I would like to see: Keep the default editor where it is. Just give me a button to say 'Use this HTML file for this notification'. I don't require a full HTML editor to be embedded into SDP, there are so many better editors out there, but I do need to be able to assign a clean, unaltered, HTML file
Keep receiving Ajax error when running reports ' Cannot read property of document NULL'
Since we first installed Service Desk plus the reports have not worked correctly. I opened a support ticket and they had me remove the reports directory and restart the services. When I did that it recreated the directory and one report worked one time. Shortly afterwards, it continued to generate the error repeatedly. Has anyone else encountered this problem? I just trying to pull a worklog ( hours) report. Adam
Query to Check Online Users
Hi, May I ask for assistance for a query to check how many users are currently logged-on to the system? We are using a PostGres DB. I want to use this to check if there are logged on users before I restart the server. Thanks!
Report Columns
I have to create task reports which will include data from comments and description fields. These options are not available in the column selection. How do I add these columns to the report templates. Thank you.
Multiple Approvers for ChangeManagement process
We have three lead team personnel for our IT department that needs to approve our changes. In which, I need all 3 of them to approve it to proceed. I have tried in ServiceDesk two different ways to make this happen, no success. 1.) Placing them in "SDApprover" role. 2.) Placing them in a CAB. Both ended up passing the change through upon one of them approving the request. For security of our changes, We need all 3 of them to approve. And if one of them denies it, It closes the change. Is there a
Buiness rules applied on incident creation
I have two rules setup to help filter and assign requests based on the requests subject. Each rule is made to check the subject for a particular set of words, then perform an action. None of the words they look for are the same, and each rules performs one action that is completely different. Rule 1 is made to change the assigned group, Rule 2 changes the status. Rules 1 is applied all of the time. The words it looks for in the subject are contained in every request of this type and the rule applies
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