Functionality of the Role AERemoteControl
Hi, Could you please explain the functionality of the mandatory role, AERemoteControl in SDP.
Task Approval
We want to use the User Onboarding template workflows to create new user accounts. Part of the workflow is to assign tasks for each process: 1. AD Account 2. Email 3. Build PC 4. Access to specific applications. Currently it is our HR team that will initiate this process and then it will flow to IT to finish. Our policies state that we need to get specific approval for specific applications and network folder access from different business members. Once the original incident is approved, no one
Manually Add Assets
Over half the devices we use in the company I work for are thin clients that we can not load the agent into. So I need to be able to manually add them to the assets database for tracking. How can I do that?
(solved)Is current Requester Merge tool still valid for v10?
(solved) Is the Requester Merge Tool published here: http://kbase.servicedeskplusmsp.com/faq/admin-3/admin-general/general/requester-merge-tool-from-v9-2.html# Still valid for use with 10.0 Build 10016 ? We have a ton of duplicate and redundant requester data to clean up. Thanks in advance!
Remove the Mandatory flag on the Criteria section in Custom Triggers
Hello, i need to remove the Mandatory flag on the Criteria section in Custom Triggers. I found this documentation that says to run a query to remove the flag, but where and how do i do this? See https://help.servicedeskplus.com/configurations/helpdesk/custom-triggers.html and look in the blue highlighted section. Thank you
Query report for time elapsed per technician for each request
Hi I need Query report for time elapsed per technician for each request like attach file Adilah Request ID Technician Time elapsed : 7010 adams 17:45:12 7010 steve 10:15:00 7010 verna 01:15:22 7011 ............. 01:15:22 7011 ............. 01:15:22
ServiceDesk Plus Sites
I'll start off with a question. Are sites needed for my organization? Now the reason I ask. I was not part of the group that initially set up our ManageEngine products for my organization. I've been in it for about a year myself and in that time I've realized that many things weren't set up in the best use manner. I'm sure this is from lack of understanding since it was all a learning process. And once things got to a point where they worked, it was kept that way since it was good enough. I work
Can't login with SDADMIN accounts
I Downgraded some ADDC on my domain, and one of them was the server where I authenticated my login accounts. Now i had 2 SDADMIN accounts, but both are domain accounts, and because the domain controller authenticated my accounts for login, now i can't login with a SDADMIN to change the ADDC server to authenticated. Is there a way to upgrade an account to SDADMIN without the UI? or to change the ADDC server where to authenticated?
Cleartext Submission of Password
With our recent PCI audit it has been discovered that our version of SDP has a vulnerability with Cleartext Submission of Password. We are currently on version 10.0 Build 10014. Is there a way to stop the submission of cleartext passwords? Please advise,
SDP 10013 - Adding approval Stage without editing notification mail
Hi, after upgrade from 9.4 to 10.0.13 (on postgres) there are diffierent behaviors in requests "Approvals" section: - Add Approver in Stage One > you can add technicians/requesters AND customize the notification mail (its' CORRECT) - Add Stage > you only can add approver WITHOUT customizing the notification email (it's an ISSUE) Thanks for your help alessandro
How can I hide the Domain box from the login page...?
we need to make our login page to look likes this Is there any way to hide the domain option in the latest version..? I tried to customize the login page but I couldnt hide the domain option..!
Move\export request details on closure
I have two requests that might be interwoven. 1. When a request is closed are there any scripts or triggers that will allow me to export certain fields and the attachment to a folder location as a CSV? 2. When a request is closed are there any scripts or trigger that will allow me to move certain fields and attachments to the contract module as a new contract? My compliance team is using SDP now for new contract review requests. When they complete the request we are trying automate two things.
Time elapsed equal to 00:00:00
I've analysed the reports of last month in more details and I saw that for some tickets the 'time elapsed' is '00:00:00' with the 'request status' on 'closed'. The 'time created' is 'May 4, 2018 08:35 AM' and the 'close time' is 'May 4, 2018 10:32 AM' . Any one an explanation or a direction where I should go to analyse this. For the same month, we 've tickets were the 'time elapsed' is correctly calculated. regards Koen Vlemincx
Organization Roles
Can you help me understand the difference between Site Manager and Site In Charge ? I guess we can make it what we want, but I would like to understand what is the best practice. Maybe provide some examples? Is the Site in Charge is typically the Head of the Site (CEO) ?
Query to show how long a group owned a request
Hi, The following query works as intended: SELECT wo.WORKORDERID "Request ID", max(wo.TITLE) "Subject", max(ti.FIRST_NAME) "Technician", max(std.STATUSNAME) "Request Status", max(tech.first_name) "Due by Technician", max(g.queuename) "Due by Group" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID LEFT JOIN StatusDefinition std ON wos.STATUSID=std.STATUSID LEFT JOIN
[SOLVED]Technician on Leave
Hi All, I have another question, how can i set technician on leave to not received any request? Because i tried and apply comp leave to a technician on today's date, and create a request specific to the technicians group. With tech auto assign enable running round robin, the technician that is on leave on that group is still receiving request. Need help on this. Prompt reply is much appreciated. Thanks.
Report for time spent across requests, tasks and projects.
What I would like is a report that shows time spent on requests as well as tasks. So far I'm able to create a report of the following I'm happy with. Request ID Assigned Technician Requester Subject Time Spent Time Spent Description Request Status SELECT "rctd"."FIRST_NAME" AS "Time Spent Technician", "wo"."WORKORDERID" AS "Request ID", "ti"."FIRST_NAME" AS "Assigned Technician", "aau"."FIRST_NAME" AS "Requester", "wo"."TITLE" AS "Subject", "ct"."TIMESPENT" AS "Time Spent", "ct"."DESCRIPTION" AS
Adding User to the Active Directory Group upon Service Request approval
We need to have functionality to add user into the Active Directory Group upon Service Request approval. Please let us know how we can achieve it. Ashish Kesarkar Mumbai, India
AppendOnRequestReferences
Dear all, explain plz for a newcomer how to disable this: SDF-65393: Email reply gets auto merged as conversation based on email header (in-reply-to header). This feature is enabled by default .It can be disabled through the Globalconfig Table in the database. [Parameter=AppendOnRequestReferences]. Thx!
How to Bulk Assign "Service Request Approver" to users mentioned in CSV
Dear All, We have 500+ Approvers in our organization. We have to modify each and every person manually for assigning "Service Request Approver" role. This is not easy task for 500+ Approvers. Please give us the method to update the approvers by importing CSV File.
Requester approval log
Is there some where in SDP we could trace the approval made to a requester? when we query requests by requester, its Request details does not show the entire workflow for a particular ID, just the initial request, but a approval log for respective requested would be useful for future reference.
Import hour registration from ManageEngine to Accountview
Hi there, Im doing my internship at the moment. At the company they use ManageEngine servicedesk plus. In this program they fill in the hourregistration. Now, i'm looking for a way to put this registred hours into another system called 'Accountview'. Is there a way to export and import this data? (maybe via XML?) The reason for this is that they want to automate this proces instead of putting the hourregistrationlist into a CSV file and import that into Excel. Im totally new to this program, so
Doubt about pending requests
Hi, How to do setup pending (waiting) requests to change the status to "completed/Closed" after n days? When I edit my request, I change the status to "pending" (waiting) and I click on checkBox "Schedule change from status to", but only the "Open" option is shown in the ComboBox How add the status "completed/Closed" ? Thank´s
Wait for ESM on premises?
Hello, we deployed SDP on premises in the first quarter of this year and our company is crazy about the solution and every department wants to implement it. We have read about ESM but we understand that it is only offered as a cloud service, What do you recommend? wait for the ESM to be deployed on premises? how long that would take? can we negotiate something like like buying the cloud solution and then redeploy the solution on premises when it is ready?
[SOLVED] API Return custom Field
How can i return the info in a custom field? <API version='1.0' locale='en'> <criterias> <criteria> <parameter> <name compOperator='IS'>CI Name</name> <value>ComputerName</value> </parameter> </criteria> </criterias> <returnparameters> <name>Custom field</name> </returnparameters> </API> "@
HTTPS for ServiceDesk on Windows with LetsEncrypt
Can anyone shed some light on if this is even possible? I'm still quite new to the world of SSL Certificates, but I've successfully installed LetsEncrypt for Windows IIS. How do I do it for Tomcat & ServiceDesk on Windows 2012 Server? Perhaps the answer is to install ServiceDesk on Windows IIS, if possible?
[SOLVED] Auto change Status after some time when waiting for an answer
Good Day, If we are sending a message out of a ticket, we often put the status on Hold, which does also stop the SLA as long as the status stays like this. If the customer however does not reply to the message, the ticket stays like this and no one is looking after it anymore and there is no progress. It is kind of a dead end. Is there an option to prevent this from happening? For example, the status changes automatically to in Progress after 5 days or that the system sends a reminder to the customers
[SOLVED] What happens if the license of ServiceDesk Plus expires?
Hi All, our license is expiring in 29 days. We are looking for an extension of our annual subscription, but I am curious what happens if we let the license expire. Will all functionality still work, or is there a downgrade of services / functionality when the license period expires? Regards, Norman
Prevent technicians from picking up tickets without filling in mandatory fields
So we have setup On Form Load rules which work great - if we want to change the tehcnician from Unassgined to Assigned - this mandates fields like category etc. this does not apply to 'Pickup' though so when a technician selects Pick Up request, it will allow to get the technician assigned without entering mandatory fields. How to make Pick Up invoke Mandate fields requirement? Thanks.
Keyword Search - Very few number of results
Current version 10017 In the keyword search on the home page at the top, with Default Search chosen, the number of results are very small for the word being put in. Example, the first name of a technician that has been using it for over 5 years got 19 results. Is there an explanation for so few results? Also the documentation on using the keyword search is very thin. I do not see anything talking about how to use wildcards, if double quotes or Boolean can be used. Also what does the [/] mean in
ServiceDesk Change Notification
Running ServiceDesk Build: : 10.0 Build 10017 We've had training on this already by ManageEngine however I am continuing to struggle with notifications on Change Management. There are too many notifications. I have changed the workflow and removed any individuals from the notification list yet it still sends out notifications. For Example. We have a simple change control process. 1. Requester submits a change. 2. Change gets created 3. Requester completes the planning stage No email notifications
(SD-78307)Approver search does not work 10017
Good day! I have problem after upgrade SD version 9335 to 10017. When I use search, in funtionction "submit for approval", and do input first name recipient, SD don’t search it, but show loading list logo. This situation continues 8-10 minutes, then I can choose recipient. I think the query is incorrectly work. Is too long time. How can fix it?
SALES
Good morning, I want to acquire ServiceDesk Plus directly to the company, paying with a credit card, is this possible? What is the deliverable after payment online? Thanks You.
[SOLVED]Link requests: add filter for 'requests by requester'
When you bring up the link requests window, it would be extremely helpful if there was a 'show' filter for 'requests from this requester', so that you could quickly see all the requests submitted by the current requester. Often a requester will raise a new SR about an issue that I can remember dealing with in the past - so my current work flow is go to 'Actions > View requests by requester' and then take a note of the ticket number, and then go 'Actions > Link requests' and enter the ticket number
Attachment
Good day! I recently updated to version 10017 from 9.3. Everything works fine, but I discovered this situation. I have set up a pick-up of emails (Email parser). Everything works, but there is one, but. If there were 2 or more attachments in the letter attachment, then when the portal picks up the letters, it leaves only the last attachment, and all the others are erased and turned into it. For example, if there were three of them in the letter, then on the portal I will see three identical investments.
[SOLVED] License Expiry Alert
Is there a way to hide the License Expiry Alert from technicians? We only want Admin to see the Alert. Version 10 Build 10004 MSSQL
[SOLVED] Help with Script to double costs based on field option greater than 1
Can anyone help me create a script to execute on field change. That if the entry is greater than 1 then the costs will multiple by that number. Example: If the total cost is $15,000 and they choose that they need 2 then I need the total cost to reflect 2 @ at price of $30,000.
Notification Bell
Hi, We recently upgraded to ServiceDesk 8212 and one of the new features is the notification bell. Some of our IT technicians are complaining about the number of notifications the that are being displayed. Is there any way of reducing or filtering the number of notifications within this feature? Thanks, Mike
Unable to Close Purchase Order associated with Purchase request
Hi, I am using Manage engine service desk plus 9.4 version, SQL Server database and facing trouble with closing any Purchase order created through purchase request, while on the other hand, there is no problem closing PO created directly/ without purchase request. I have tried all possible scenarios for example, Closing PO with and without notification. I have also tried to close purchase request first, but all in vain. I have verified actions through "system log viewer" and it is not showing any
Table location - Where is this located: "Category not for further usage" field on the DB table?
Is there anyone familiar where this field is located on the DB table?
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