Differences in Approval in Incident template versus Service Catalog template
I've spent a lot of time recently trying to get our Service Catalog configured, but part of this involves having a working Approval process One of the recent hurdles I've encountered is that the Additional Fields we use in our Incident Templates, do not pull through to the Service Catalog. We use a lot of these additional (incident) fields for reporting, and the only way I can see to get them into the Service Catalog items is to manually duplicate them, which is something I'd rather not do. Furthermore,
Login to SDP without the correct password
I noticed that if you click on "keep me signed in" while login to SDP and if you close your browser again to login, it will ask you to login with username and password. At this moment, if you give it any valid username and type a random password, SDP will login in with the specified username. Did anyone notice this or is it just on our SDP?
Trouble setting DueByDate using Field and Form Rules or API
I have a lot of cases where I want to change the Due By Date on a Request to the value in a custom date field. The most obvious is for employee terminations. In some cases we get those several months in advance. I have a custom Date field named Termination Date and would like to set the Due Date to that so I have the following script set under field and form rules for form submission: var d=$CS.getValue("GUDF_DATE2"); $CS.setValue("DUEBYDATE",d); This doesn't seem to do anything. As an experiment
Separate Categories by Department
I added a department to SDP. After adding additional categories for the other department, it now lists them all and it's too much to see all at once. With other help desk software I've used you can separate categories to only show up for certain departments, but can't figure out how to do this with Service Desk Plus. Is there a way to make it easier to use the software with multiple departments?
Additional field in Service Catalog form - Requester
We have a service catalog template to request to add a new user. We would like to add a new (dropdown) field called Line Manager. This needs to have the full name of all requesters. Does anyone have any suggestion how to do this?
Query Report History by template name
Good Afternoon. I 've built a working query for reporting tickets that were previously in critical status. However, I only get results when I query for 'this month' and nothing for 'last month', ' last quester', 'last week' etc. Thank You in advance. SELECT qd.QUEUENAME AS "Group", sdo.NAME AS "Site",pd.PRIORITYNAME AS "Priority", qd.QUEUENAME AS "Group", wo.WORKORDERID AS "Request ID", aau.FIRST_NAME AS "Requester",wo.TITLE AS "Subject", ti.FIRST_NAME AS "Technician",longtodate(wo.CREATEDTIME) AS
Need support for upgrading the version 8316 to 9.3
I am looking for the support for the version upgrading and migrating from 8316 to 9.3. Please help me out
Notify user when request is approved
Hi. Is there some automated way of notifying a user (not the requester or technician) when a approver have approved a service request?
error when migrating database
good morning I am currently migrating the database servicedesk the migration is from postgresql to sql server during the process I generate the following error: Please wait ! Restoring in Progress................... Error Tables : wordmap,wordoccurrences,errorlog 0-----------------------50------------------------100(%) ================QUERY = INSERT INTO DepartmentDefinition (deptid,deptname,depthe adid,phoneno,fax,siteid,deptdesc,isdeleted,ciid) VALUES(36024, N'BANCA DE EMPRES AS', NULL, NULL, NULL,
Resources in Service Catalog
I'm currently looking at overhauling our Service Catalog within ServiceDesk+. Specifically I'm looking at the "Resource Info" section. On the right there is an option to Add Resource. In this screen, you can also edit the existing questions by clicking the Edit option. For example, this drop down menu, you can add or remove to the highlighted area. 2 things I need to know: 1) I can't seem to find a way to delete the actual resources themselves. I can add news ones or edit existing, not delete.
Forms
Hi, is it possible to create forms in the service desk for managers to fill in such such tasks as new user creation with mandatory criteria they can fill in and on submitted it logs the request?
SDP update from 9.1 9121 to 9.2 9200
I update SDP version as in subject and system looks to be working fine after several tests of functionality. In log file I notice a huge amount of entry like (also in attachement): First: [08:28:51:458]|[11-27-2017]|[SYSOUT]|[INFO]|[578]|: [JBOSS] SecurityAssociationValve: default, runAs: null| [08:28:51:458]|[11-27-2017]|[SYSOUT]|[INFO]|[578]|: 64476548 [http-bio-0.0.0.0-8080-exec-312] INFO org.jboss.web.tomcat.security.SecurityAssociationValve - default, runAs: null Second: [10:32:35:020]|[11-27-2017]|[com.adventnet.db.adapter.mssql.MssqlSQLGenerator]|[WARNING]|[869]|:
Request creation through email not working
Hello, I tried to enable "Request creation through email" but it's not working. First I checked the box for "Disable new request creation through email" and specified the allowed emails and domains. I saved, stopped and restarted the email fetching. It didn't works. Second step: I unchecked the box. Same result. In both cases, the error is: "Configuration is set as NOT to receive email from new email addresses. Hence going to drop this email..." I checked if the above modification are made in "IncomingMailServer"
Assign an Incident Template to Multiple requests
Hi, is it possible to assign an incident template to multiple requests without having to into each request and select it?
Requests View For Technician
Is there a setup like is Requester user to view all their department requests for Technicians? I can only see All in group setup in roles when setting up technician users.
Reply not working
Hi, When trying to reply to a client from a web browser, the reply wont send, I click send but nothing happens, reply box just stays their. Email configuration is setup correctly as it sends emails out about tickets being logged, overdue reminder etc. Replying option works fine on ios app. I have tried IE & Chrome on both Win 10 and Sever 2012R2 Operating systems. Any ideas?
Field and Form Value rule tab is not visible on Default Incident template
Hi Team, How to Prevent to uncheck tasks when creating a request from a Request Catalog. It should be mandatory. I found link on community for this ---- https://pitstop.manageengine.com/portal/community/topic/prevent-to-uncheck-tasks-when-creating-a-request-from-a-request-catalog But when I am opening Incident Template --> Default Request, I am not able to see Field and Form rules tab. My Manage Engine SDP Version is 9.0 Build 9049. Could you please guide me. Thanks, Amol
Support Contracts
Good afternoon, What is the best way to manage support contracts? A customer buys 10 support tickets and for each incident we discount to this contract x support tickets. How is the best way to manage this process in Service Desk? Thanks for your help.
PM task template uses wrong template type
The preventative maintenance task template uses the incorrect template set - instead of using the task template as is stated on the page, it is using the incident templates. Is this a known issue?
Exclude/Include IP on asset domain scan?
Hi, Im new to SD+ and have a question regarding exluding IP using domain scan. Using asset domain scan it appears that you can exclude assets on IP. How does that work? Does it grab IP info from the AD? Does it grab all devices from AD and then try to reach them on network and exlude the "wrong" IPs? What happens if a AD device is offline, is it added with scanned failed just with name? Thanks, Regards, Per
Connect SDP with PowerApps
Hi All, Is it possible to connect SDP with PowerApps? Has anyone ever done this before? Cheers, Eko
Create date for Incident templates
I have a script that lists all of our custom Incident templates and their resolution: SELECT rtl.Templatename "Template Name", rtf.Resolution "Default Resolution" FROM RequestTemplate_list rtl LEFT JOIN RequestTemplate_Fields rtf ON rtl.TEMPLATEID=rtf.TEMPLATEID ORDER BY 1 Could this be modified to include the date the template was created?
Explain between Incident, Incident Request and Service Catalog
Refer the attached file, I would like to know that what's different Incident, Incident request and Service Catalog on SDP system? I knows the service catalog is kind the request new service such as install software etc. but I am not sure about the Incident and Incident request. Please assist me to clearly this.
Helpdesk Customizer Status on Version: 9.3 Build 9329
I created a custom status under complete section called "Read Response". When i add a resolution and use the new custom status, it does not send email notification to the requester. How can a requester get an email notification resolution using custom status? Kindly, check the attached file.
Query - Top 5 subcategories used
Can someone help me with finding how to break down known issues? I believe the best way would be utilizing the category system and listing the top five subcategories used for the past month. Requirements: Requestor, Title, Description, date opened Only top five subcategories used, sorted by date opened.
Set up approval flow for service catalog
Hello Team, I failed to find a proper configuration to achieve this business requests Service Catalog A needs 3 stages of approvals Stage 1. Line manage approval Stage 2. Any of following - Mr. A - Mrs. B - Mr. D Stage 3. CEO Could you please help to point out how to achieve this on ME- Servicedesk Plus? Thanks, Eric
Task Queue Query
A really general question. Has anyone created Task queues before and can you explain to me how to do this?
Scripts do not run when changing template
We are current running Version and Build: 9.2 Build 9221, however we have a test environment in 9.3 Build 9326 There seems to be a major difference in the way Field and Form rule scripts are executed in 9.3 compared to 9.2 To illustrate, I added a script that pops up an alert saying "hello" in one of our templates: In 9.2: Create New Incident. By default the Defaul Template appears. The script is not present in this, so nothing is expected to occur: Next I switch to the template with the script.
System Log Viewer Maintenance
Looking for a way to delete/maintain the system log viewer, I currently have over 3.3 million entries and it will take several hours to delete 250 at the time(max number of entries able to select). I tried clicking on "Delete All" and a few times crashed the server and the last time, seemed to be working but after several hours did not delete any record and system was unresponsive during this time. is there any other way to maintain or manual way to delete this log? ManageEngine ServiceDesk Plus
Other HelpDesk solutions integration
Good day! We need to integrate several helpdesk systems. We will use ServiceDesk Plus on our side, our partners have other helpdesk systems. All of them are able to use rest-api. We need to transfer incidents between our ServiceDesk Plus and the helpdesk systems of our partners. When performing actions with incidents in our ServiceDesk Plus, it is necessary to perform automatic rest-requests to transfer data to our partners' helpdesk systems. From the documentation it is clear that I must use the
Requester Report Access
Can a requester have access for the creation or generation of reports?
How to consider collaborators' time in reports?
Good evening, dear community. Writing to you from Russia. Our company have ManageEngine HelpDesk. (If what ServiceDesk NOT PLUS (No servicedesk in categories)) System admins receive a salary directly proportional to the number of applications of Users. But there is a problem. Let's say SuperDirector wants to open a new office. He writes to HelpDesk. First the application is accepted by a manager, who buys equipment. Then he redirects an application to a man who buys a PC/Keyboard. And then this
Which log file will show the team member a request was originally assigned to?
Hi, As above. Trying to see which team member a request was taken from and then merged with another request. Thanks in advance
Merging Sites
Hello I would like to ask is there any way to merge to existing sites or move all tickets, assets, tasks etc. that are in one site to another ? How to approach this challenge :) ?
Customizing the Request Details page
Hello, Is there a way to customize the Request Details page? I have customized my default incident template and the customization shows up on the Edit Details screen, but when I look at the Request Details of an incident created with this template, the grouping of the fields is different. Isn't this supposed to match what was customized or is there a way to customize this screen?
Unscheduled Projects & Milestones Report
Hi there, I am looking to report on Unscheduled Projects & Milestones in one reports. I.e. Project Title 1 - All associated Milestones Project Title 2 – All associated Milestones etc... Any ideas? Thank you
Service desk smtp not working
Our service desk is currently not sending emails to recipients outside my organization, what could the issue be?
Problems with Business Rules / Templates across different Sites
Hi all, I'm trying to automate some tickets with business rules, but having a problem. To explain our set up. We have multiple "regions" across the world, each with their own Service Desk group (which are separate to each other in terms of technicians, location etc) As an example, our Default Settings cover all of our sites in the UK. We have a UK helpdesk address (that autoforwards into ServiceDesk+). Under the default settings we have a Business rule that checks whether the requester emailed
Viewing the permissions of the System Default technician roles
I'm in the process of reviewing the custom Technician Roles we have created, and identifying any that are no longer required. When I view a custom role, I get a breakdown of what they can and cannot do in each module, as well as any advanced permissions: . I suspect that many of the roles we have created, are already covered by some of the System Default roles (SDAdmin, SDChange Manager etc). However, I am unable to verify this as there is not currently a function to view the permissions of the defaults
Comma in attachment file name
Whenever users attach a file that has a comma on the file name, the request gets created but the attachment is missing. The history tab also displays "No records found..." Is there a fix for this bug?
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