Wildcard SSL Cert
I have a wildcard SSL cert that I already have for multiple items on my domain. Am I able to install an existing wildcard SSL for SD+ or do I need to procure a different SSL? If I can use the wildcard, what is the process to install it as I would not have created any CSRs. Thanks
Software Assets
Since ServiceDesk Plus does not treat software as assets that can be linked in an incident request, I'm curious how others are handling this situation. If you have an incident request for an application that is crashing, hanging, or otherwise misbehaving, how are you linking the software to the incident? Thanks, Robert
Finder user phone number from asset
What is the shortest path/method to find a user's phone number when looking at the asset is SDP?
Purchase order - Valid exchange rate?
Hi All I'm trying to add a purchase order but when I try to save it I get a message saying 'Please enter a valid exchange rate'. Can someone please tell me where the exchange rate is set? The daft thing is that this is pretty much exactly the same as a PO I created yesterday which didn't ask me for an exchange rate. Same product, same supplier, different delivery address. Supplier address, delivery address, and billing address are all set as in UK. Any ideas anyone please? Many thanks, Paul
software registering
Hello, One of our Assets managers for IT sent me the following; I’m trying to figure out what is the best way to register a software that allows multiple installations but only one user at a time in the asset management module of Service Desk Plus. This happens, for example, with most of our Autocad licenses. Apparently this option is not available, since Service Desk Plus can’t control that kind of usage. Anyway, I’d like to hear from them what they suggest. is this possible?
Limitation of Number of technicians
I want to ask about limitation of number of technicians on manage engine sdp build 9211 as i know there is no limitation
Untrusted Server Certificate Chain Site not showing in IE but is displaying fine in Chrome and Firefox
I have renewed by local server certificate so that it is now signed with signature hash sha256 rather than sha-1 as it is depreciated. I can access the site via Chrome and Firefox but not IE, all I get in IE is page cannot be displayed for some reason and Untrusted Server Certificate Chain among other ssl information in the startout file attached, can someone assist or point me in the right direction before I have to raise a support call. Many thanks Chris
Configure notification icon
Hello to all, is it possible to set which type of notifications SDP displays on the notification icon (bell)? Thanks in advance
Show Which User Recently Import
Hi Dears Is there any way to show me which users are import currently from the AD? Its good to show the recent added user to SDP to set policy on them and something like this. Thanx
Go Up Or Down Category Subcategory Item
Hi Dears Is there any way to change the priority of the items in the list of category subcategory and item? I think something like report form that user can change the items and send them up or down could be better for some reason. Thanx
How to query an Assets Status in a design form
I am trying to create a service catalog for equipment loaning. I would like the user to be able to choose from a list of items and when chosen SD to check status of the item and if it is available to assign the asset to that user, if not to return a message etc Is this possible?
Query recently disposed assets
Would like a query on Assets disposed in last 30 days including Asset Name Asset tag Ci Type Vendor name Disposed Date Disposed By and 2 UDF fields called "Operational" and "Sanitized" Currently on build 9220 and MSSQL Possible? Thanks as always
Need to add info to all templates
I have been tasked to add a check box to all of the templates we have in our catalog. It seems very time consuming to go to every template and add a check box. Is there a script that can be run that I can add a specific Additional Field to all templates?
ZABBIX API
I'm trying to do API between zabbix and SDP . But i need some help. When I acess the URL: http://<machine_name>:<port_number>/servlets/RequestServlet show me this: "The XML document is not associated with styles . The structure of the document is shown below." (Text bellow is brazilian portuguese) Does Manageengine has some document w/ "step by step" how to do zabbix and SDP API? Thanks
MS SQL Server 2008 Version not being properly detected
It would appear that MS SQL Server versions are no being properly detected. We recently deployed some commercial software to a number of end users. This software also installed MS SQL Server 2008 Express. ServiceDesk is reporting the following: Microsoft SQL Server 2008(23) Microsoft SQL Server 2008 (Express Edition)(2) Microsoft SQL Server 2008 (64-bit)(9) Microsoft SQL Server 2008 (64-bit) [Express Edition](2) The majority of the Express versions are not showing up as Express and its throwing
hide group from the list
hi, I need to hide some groups ,because no longer used and some technicians assign the request to these group and we can't deleted due a lot of request under these group. is there any option to hide the specific group form technicians, only admin can review. Best Regards
Hiding from Requesters
Hi, Is there any way to hide a Category ? We're adding some other background functions but users keep raising tickets and selecting them ! Can we hide or restrict these any way ? A
UI Customization
Hi What are the possible UI customization I can make other than changing the theme from the admin tab?
Mandatory fields for closing request
Hi, after the update to the latest version (from 9207 to 9215) I can't close the requests. I fill in all the mandatory fields, I save all the changes, and then when I try to set the status from 'Open' to 'Close' it comes out the pop-up you can find in the attached file. Can you help me please? Regards, Antonio
How to implement Service Desk Plus on IIS7.
Hello, Please Help me about configuration method on IIS7. I installed Service Desk Plus on Windows Server 2008 R2. and add role for IIS already but I don't know how about configure it. please recommend me for the Manual or anyway to configure it. Thank you.
Adding a Due Date to default Incident Template
Can I add "Due Date" to my default incident template?
Ability to filter categories based on company email address
Hi We are upgrading to ServiceDesk and are part of three sister companies. As each company will have a unique list of categories when logging incidents I was wondering if it is possible to only display the categories that are relevant to that company.
Self-Service Portal
How can I remove the title of Portal and customize it to company specific and how do I remove the link to the view the video for Portal Usage?
Contract Management Permissions needed
Hi, We need to set some permission on Contract module which is group based or site based if we can do via some rules or something. Can you help on this issue? Best Regards,
API Use Additional Fields
Hi Dears I need to use additional fields of my request templates in servlet API. how i can use these fields in my servlet API? Thanx
Does anyone have a script, function, or way to approve POs via an email?
Folks, The Chief Officers of our company would like to be able to approve emails by sending an email? They get the PO with the link, but many times they are on the road and not within our domain, and so the link doesn't work. Any creative thoughts on how I might be able to accomplish this? They would rather reply to the email than have to <click> on the link and push the button. -Adam
Showing entire resource block based on field value?
Is it possible to hide or show a group of resources (the entire resource block) based on the value in a field or resource field? For example, my new employee onboarding form has options grouped as resources (e.g., all of the Exchange options are together: Lync Setup? Email Encryption Setup? etc.) Can I display or hide the resource group that those resources are listed in so I don't have to show or hide 10 fields in the field and forms rules? Thanks, Adam
Request/Task Workflows Questions
Just had a few questions regarding Request workflows and Tasks. Is there currently any way to or any potential in the near future to have Tasks submitted for Approval? Is there any to spawn a new Request based on criteria from a previously opened Request? I.E. - I open Request A to request access to an internal system. Then Request B is automatically launched once Request A is submitted. Is there anyway to have the pre-built tasks (from the Work Flow) editor unchecked when opening a new Request?
Updating the "Site" on tickets, and question about doing the same for "Region"
We do a lot of reporting based on site and region, and we are exceptionally pleased about the integration with AnalyticsPlus (on-premise). The data produced is only as good as the data we have, however. We have a number of users that have come into the SDP database with an erronous site. We clean this up, but any tickets created prior to the correction still have the erronous site. Question 1 Is there a fast way to clean these up using a script or process? (Right now we are searching for all the
Change status from HOLD to OPEN when a new conversation item is added
Hello, Is there any way through business rules or incident template rule to change a request's status from Hold to Open if a new conversation item is received? I am considering having Technicians set a request to On Hold when they send a reply that requires a response from the requester. I would like the request's status to change to Open once the reply is received, that would be wonderful. If another trigger is required to make the status change from Hold to Open I would be interested in my option.
Additional field connected with requesters list
Hi everyone! Need additional field in my templates as common field "Name" (where we select requester). Scenario: In our organisation users add to AD from HR application. Service desk get requesters from AD. Sometimes we have requests from departmens head, to make user rights in some of our corporate systems, but that user does'nt introduced in our HR system. I want create field, where Department head can choose who need service which he asked from request.(some request can make only dep. heads)
Auto Reply for Specific Incident Templates
Hi, Is there a way to create an auto reply only for certain incident template? I found the way to create auto reply for when user send request and when the request is closed. But I'm wondering if there is a way to create an auto reply only for certain template. For example if I have template A and template B, when a user send request using template A, it will reply "thank you for contacting us" and when user send a request using template B, it will reply "we will contact you immediately regarding
Dynamic workflow in SDP
Hi, Wondering if this is achievable: I would like to have a request form/template that directs the workflow to different approvers depending upon contents of a field. I thought I could start with a request template in the service catalog, which has a business rule run that changes the template to the desired (identical) template, but with workflow added to it. The problem is, when I select the 'change to template' option, only request templates without workflow show. Also, I can't see how I can
Custom Views Need To Have Both AND and OR
I'm trying to create a custom view that includes both an OR filter/clause as well as an AND filter/clause. The problem is I can only choose either all ORs or all ANDs. Version is 9.2 9223 options given are: Match ALL of the following (AND) Match ANY of the following (OR) Is there a way to choose some ANDs as well as some ORs.... Also, is there a way to see and edit the query behind the custom view itself. Thanks.
FTP
Does FTP work on this product or do you need to get the add on Manage Engine Applications Manager?
Time spent to script text
Hi everyone! It is possible to use field "Time spent" from worklog (summary worklogs time) in field form rules? Also, I want convert that time to minutes (numeric).
How to convert SDPlus data to Asset explorer?
How to convert SDPlus data to Asset explorer?
reopen requests by email not from requester
Hello, I have a problem with requests not being opened by incoming emails which are not sent from the requester itself. I have two different HelpDesk installations/configurations. In one (9.2 Build 9211) requests are opened independent of the sender address: In the other (9.2 Build 9218) requests are only opened if the sender address equals the requester: Is there another configuration option to enable the possibility of everyone being able to reopen a request?
Delete site
We have an invalid site that was accidentally created. I have tried to remove the use of the site everywhere that I could find it. When I try to delete the site it will not allow me to do so. I get the error message "Site cannot be deleted as it is being used by a module". How would I discover where this site is being used so I can remove it and then delete the site?
Change status when a reply is posted (not an email reply)
Hi, is it possible to make the system change the request status to Open when a response is posted via the SSP? When we respond to a ticket, we set the status to a custom status of Awaiting Response. This stops the timer. But the when a response is posted I need it to start the timer and change the status to Open. Thanks Matt
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