numeric value to the left of tab name of sd instance in browser?
Hi. We use SD Plus here; this is not really a pressing question, just curious. It seems a number of users will see a number in the tab that is created when logging into servicedesk, that appears directly to the left of the sd name (see attached photo). It's not the number of open/pending tickets, nor is it the number of instances of service desk in use in a browser, since the number does not appear to change in response to either of those things. Any ideas? Thanks! E
Migrate between editions
Hi to all, I have a ServiceDesk Plus working as standard edition. I have seen in the website that up to 2 technicians, enterprise edition is free. I have just one technician working. How could I migrate between the standard and the enterprise edition? Thank you for your help. Regards.
Need help to understand a work around or a solution for the following .
a) While approving a request can I find the detail and note filed by the initial approver . At present I cannot find the same and have to open the request to check . b) Can I convert a service request to Incident Or A incident to service request. c) Can I delink or add a form to a service request. d) While taking a report of service request can I get the template field or name in the report at present its not avaible . Its imp to maintain the service request report separately . e) while allocating
Import CI/Assets from CSV only showing last item in CSV.
So I followed the Import CI / Asset steps multiple times. Bind my custom columns in my CI and hit "Submit." The CSV file has 7 rows/items. The Import shows that 7 CI's were imported with 0 errors. When I go to view them under my Asset tab, it only shows the last time from the CSV file imported. What's stranger is if I go to the Admin tab under "Products," it has added in the product info for each item that existed in the CSV file (in the form of model/manufacturer). Has anyone else had an issue
Allow view into Change Module (Roles)
This is a request for more visibility into the change module for technicians. In our environment we have IT technicians and Non IT technicians (planning, corporate services, finance, etc..) roles with different views into modules. Non IT technicians only have the ability to only view requests/change for their support groups or assigned to them while IT technicians have full visibility with limited permissions to some modules (asset, cmdb, etc). We'd like the ability to open the change module to
Project Management Dashboard
On the Main Dashboard on Service Desk plus. Is there any plan of adding a tab to display an executive summary of the current projects with their status and other relevant details. Our Management requires Graphical reports on Project Management module to show the following 1. Graphs on Current Projects as per the owner(s) 2. Graphs on projects on track , delayed , etc 3. Graph per project showing the percentage completed based on the status of the milestones Kindly advise
Python script to close tickets via custom trigger?
Greetings, I have large volumes of ServiceDesk Plus tickets that are created via ADAudit Plus when accounts are locked out. I'd like to be able to trigger a script to fill in the necessary fields that fulfill our ticket closure rules and close those as they occur. I'm new to APIs but I have some Python and PowerShell scripting experience. What would it take to populate the fields as shown in the attachment and close tickets via trigger?
Change API to Add Request - Support Group
Support, We have Group set as a required field in our Chanage Management Module but cannot figure out what the name of the attribute would be for this. It does not seem to be contained in the documentation for a change. Please advise so we can have the Group name be required in our change and continue to use the API to create automated changes.
SLA or grouping request to a single technician
Hi, I wanted to redirected all email requests to a single technician. So i tried to apply SLA to escalate and assign specific requesters to a technician. Unfortunately, the SLA doesn't seem to work. Is there a bug on the SLA section because i tried to follow up some old forums, and they keep on having the same problem. Do you have another solution for my request rather than using SLA? thank you for your time. best regards, jed p.s i use SDP 9.3 Build 9302 standard edition.
Limit Technician View
Hi, How can we limit technicians to only view their groups and not all requests.
Weekly KPI Report
Hi I need to provide weekly KPI's to my boss and need a single summary reports that gives me the following: Requests Opened Requests Closed Requests closed within SLA Requests Violating SLA Number of open Requests rolling over I can get some of this through existing reports but not sure how to get the ones that relate to SLA's. I would be greatfull if someone could provide me with the query that will generate this in a single report. Thanks. Fred.
Add approval by api Rest
Hi, I'm Sergi Sacristán I'm tring to do and shellScript to generate a Stage approval in ServiceDesk plus, but I don't find away of do it I have founded this example but don't work . In service Desk plus I've put this in the trigger side: cmd /c start /wait powershell.exe -WindowStyle Hidden -file D:\ManageEngine\ServiceDesk\integration\custom_scripts\script.ps1 "$ITEM" My Script contain this code $approver = "mail@domain.net" $data = "{'operation': [{'INPUT_DATA': [{'StageOne': ['$approver']}],
How can I automatically populate the CAB lists
Hi, I have an interface to our HR system that allows me to extract all the employees for each department CAB. I would like to automate loading the CAB lists from this data. Ideally, I would like to automatically remove members as they change departments or leave the company. Is there a way I can do this? Best regards Dave
Add Stage for Approvals?
Greetings, We use to be able to send multiple approval emails on Requests in SDP prior to upgrading to version 9306. I upgraded SDP from 9303 to 9306. In 9303, we could have multiple approves for audit tracking purposes. I found some documentation about adding Stages for approvals now but we do not have the "Add Stage" button listed on the request under the Approval tab. How do I enable the "Add Stage" to the approval tab so we can get our proper approvals and tracking for our Auditors? We are
Access your favourite Analytics Plus dashboards from within Service Desk Plus's console
'If Analytics Plus is integrated with ServiceDesk Plus(SDP), can the dashboard view in SDP include the dashboards created in Analytics Plus? ' Yes, now you can. From ServiceDesk Plus version 9300 onwards, there is a provision to customize dashboards, that have been already created in Analytics Plus. By simply adding the URL of your Analytics Plus dashboard or report you can view it on ServiceDesk Plus's visual interface. So, what are the benefits of this feature? Analytics Plus gives you
Apache Struts 1.3.10 Vulnerability Question
Hi, The organisation I work for is currently using Manage Engine version 9.1 (9105) To my understand this uses a version of Apache Struts numbered: 1.3.10, the same as the up to date build 9.3 (9304) Can I ask if the confirmed vulnerabilities below would impact this product to the point where it could be compromised and these vulnerabilities carried out? On the back of this with this version of Apache Struts being end of life as of a couple of years ago can I ask if there are any future plans to
Editing Service Catalog Templates - Retroactive Changes
Hello, I have been creating Service Catalog Templates and begun testing them. What I have found is that when I go back to edit the template and make changes to the Resource Info fields, this will retroactively change all the requests that used that template before - causing data to be lost on past requests. Obviously this is not ideal for the sake of keeping our history accurate for auditing purposes. It seems the only way around it is to create new templates when we want to make revisions and keep
How to Automatically delete a stage 2 approver
Hi, We use [REPORTS_TO] as the stage 1 approver for many requests and a group manager for the stage 2 approver. Is it possible to delete the stage 2 approver when a request is created and the [REPORTS_TO] person is the group manager? Regards Dave
Request description deleted with reply
I'm new to the forum and could not find the following issue: Whenever a notification is sent to the requester that includes an update to the status the description gets deleted. The change shows up in the history and may be copied back to the description -- a real pain!
Email Fetching Not Working
Today our Service Desk Plus email fetching stopped working. Log file is attached, support case # 8046508 We can access the mailbox fine, and the password has not changed. We have checked everything in the “Mail Fetching Troubleshooting” page here: http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.htmlConfiguration Wizard shows connected to mail server successful. We are running Version 9.1 Build 9116. No recent updates or changes.
Multiple assets updating the same record
Hi, I created a golden image on a Panasonic Toughbook CF-31 and added the ServiceDesk client to the image. We use SCCM 1607 to deploy new images. After deploying the image on two new machine, I noticed that the record for the first machine was updated, with the info from the second machine. Only the static information remained in the record I removed the ServiceDesk client from the golden image, deleted the asset record, and re-imaged the second machine. I ran the ae_scan.vbs on the newly imaged machine,
Desktop Central Remote Integration
I have Desktop Central turned on as a remote option, but when I try to use it, it reports that desktopcentral.exe cannot be found. I found some support documents that state that the path needs to be added to the systems PATH environment variable, but I cannot find anywhere on my system or in documentation online that shows where this file is located. Please advise on the steps to provide Desktop Central as a remote control option in ServiceDesk Plus.
Send Notification Failed
For whatever reason this week I have been getting sporadic "Send Notification Failed" error when responding to a requester. It'll work for a little while and then it'll go on a spree of this error. What can I do to correct this?
Error accessing certain support groups for certain sites
Hello, When trying to edit certain support groups under certain sites we get the following error: Sorry an error has occured Unknown error occured while processing your request Any ideas on how to fix this?
REST API - Cannot update ticket to 'Resolved'
Attempting to do so returns "Error when editing request details - Exception while updating Workorder. null" See below:
Add note to asset
Hi When looking at an asset, under the action menu you can attach various things, one of which is a document. What I'd like to suggest is the addition of 'Add Note'. This would use the exact same storage method, display method, etc. as attaching a document, but instead of opening up a dialogue asking for the file to upload it would open up a dialogue containing a rich text editor with 'Attach / Cancel' buttons. On attach it would just create a file in whatever the internal structure of a 'Solution'
Custom Menu Question
I am trying to create a custom menu within Service Desk that will open a new browser window at a specific website on the technician's machine. Is this possible? How?
Name of the e-mail table
Good Lords I need to know what is the name of the table in which the emails of registered clients are stored. I would greatly appreciate it. Greetings.
Hide or shouw entire resource regions
Team, I'd like to be able to hide, show, enable, disable, mandate, unmandate on entire resources. Use case: I have forms that resources which contain groups of fields. For example, I have a checkbox that says "Active Service Contract." I have a number of fields (Support Vendor Name, Support Vendor Phone Number, Support Vendor eMail Address) grouped in a resource called Support Details. I'd like to show that resource with all of its fields if the user checks off the Yes checkbox in "Active Service
Please add a search box to the Service Desk community page
Within Service Desk Plus, when I click the Community tab, there is no search facility. After some poking around, I found the search box after clicking the "All" menu item. Can you not add the search function to the Community page? Regards Dave
Recommended label printers for barcode printing
Dear, We are looking into purchasing a label printer that will be used for barcode printing. Ideally, it would have network support also. Can anyone recommend printers that have been proven to work with SDP? Many thanks to all John
Request Checklists
It would be really helpful if Checklists, both predefined templates for common activity and manually created, could be added to requests. For example for setting up a new user you could have a new user checklist with each piece to make sure everything is done. Also requirements for the checklist to be completed before the request could be closed would be needed as well. Preference of this checklist to be on the side of the actual request were it would be easily visible to technician working the
Option to Select domain for log in disappeared from Old Service Desk Instance
I have an old version of Service Desk that we keep from archive version. it Version 9, My account was admin for the site. I removed log in access for all accounts for everyone except myself, 2 managers, and a generic account that is used to log in to retrieve old tickets for documentation. I was in this old instance yesterday with no issues and made no changes to settings, this morning I try to log in and from the log in page there is no option to select my domain, only wants local login, I do not
How may I use the Purchase Module?
Hi We have ServiceDesk Plus Enterprise (9304 MSSQL) We want to use the Purchase Module to buy Apps from AppStore. We have a team that will verify the Apps the users can choose from. We want the users to make a Purchase Order with the Apps they want, how many, Billing Account etc. This Order will be routed to an Technician for acceptance. Then an Tecnician buy the wanted Apps from AppStore After that another Tecnician will make it published in LightSpeed (Our MDM) Something like this, but I can't
Script request
Dear ManageEngine Team, I have a list of more than 300 pick up values in an "incident additiional feild" which is used in almost 10 different incident templates. In just one of those of templates I want to show ONLY 10 selected pick up values to the requester to select. All other pickup values should be hidden. So I am wondering if you could help me with a script for this. Best regards Murali Alfardan Exchange Abu Dhabi PH: +971506424099
On Hold Requests Not Opening Automatically
We seem to be having issues with requests where the On Hold status with a scheduled time to change the status back to Open, does not happen. Is there a setting that needs to be configured. Currently on version: 9.3 Build 9303
Is there a way to print the calendar format from the Changes tab?
the calendar view of all the changes is great - but I can't seem to find a way to print it to PDF, export, etc. Any suggestions?
View all requests apart from Closed
Hi, Is there a way to view all requests (for all technicians) apart from Closed and/or Resolved? Thanks. Regard, Tom
Add role based ability to enable dashboard customization
I would like to request a feature that would allow me to create a role that I could choose to allow users that have this role to modify their dashboard. This way, I don't have to give them Admin access to be able to modify their own dashboard.
date and time defaults in incident template
Hello, We have a termination template for when an employee leaves the company. I have created an additional incident field titled "Scheduled Date:" (UDF_DATE7) for the manager to fill in the date and time of the termination. The additional incident field "Scheduled Date:" seems to default to the current time at the moment it is selected by the manager. I would like to know if there is a way to set the default time to say 17:00 - but I want to keep the day of the month the same. Currently when
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