How to install Service Desk on a FTP server ?
Hi I'm new to this software and I have to say it's really good. I have done all my tests on a local server but now I have to upload it on my FTP server I don't know what to do since you cannot execute a file on a remote server. I can't find topics about this. I'm using the free version on Windows 10. How to install Service Desk on a remote FTP server ? Any help would be welcome, sorry if there's two versions of this post, the previous one apparently wasn't uploaded.
Self-Service Portal Customization - Custom Widget Documentation
Is there any documentation on the Self Service Portal Customization? I'd like to create a custom widget that points to an html file hosted locally on the server. Also, If I delete the 'My Requests Summary', will I be able to restore that widget at a later time? How can I go about doing so?
New hire workflow modification
We have attempted to build a new hire workflow a couple of times and have not been satisfied so far. Our latest attempt is to utilize custom triggers to get the information from the original request and use API scripting to pull the custom fields and create the appropriate requests with the information required by that group to perform the task. So far we have created a Self Service Catalog template that gathers all the information required (this is filled in by the HR dept). We then use the custom
Personal announcements for one/several groups of technicians (not for all)
Good day. Please, tell, how I can create one announcement for some groups of technician. And another announcement for another group of technicians. Anton. Thank you for SDP!
Notify one or more via email when criteria are met
Hello, I'm looking for a way to notify someone (the assigned technician and possibly their supervisor) when a request has been open for a period of time and has had no updates or conversations added. All the trigger items seem to depend on creation and/or editing events. This would be a huge help to us.
Tomcat7 issues in SDP 92xx
Hi After upgrade to 9200, We have 2 issues and it maybe caused by Tomcat 7. 1. Most requesters can not access the portal. 2. The filename in Chinese of attachments display abnormal after download.
Survey format
Do we have more control over how the survey we send out looks?
Просмотр и редактирование списка авторов заявок / Grant access to view/edit requesters list for techicans
Специалистам техподдержки можно делегировать право добавлять новых и редактировать существующих авторов заявок. Можно ли дать специалисту возможность просматривать справочник авторов заявок (как на скриншоте), не давая ему админских прав? ---------------------------------------------- Technicicans can add/edit requesters accounts. And can they view full list of requesters (like on screenshot) without admin privilegies?
Schedule scanning on disposed asset by remote asset explorer
I have remote asset explorer installed and there is about 4000+ workstations discovered using agent method. Among the 4000+ agent there is about 1000 workstations already disposed. How do I exclude remote asset explorer so it didnt ping or scan the workstations already disposed? Naharuddin Great Eastern Life
Apache Struts
Hi guys, The Apache official released the latest security bulletin about struts DMI. Could you tell me the struts version of SDP ?
The script in Request Custom Triggers can not be executed
Hi, The script setting in Request Custom Triggers could be executed normally in SDP 9116. When we upgrade to 9207, SDP has the message "JobExecution Failed in ExternalActionJobExecutor: java.util.concurrent.ExecutionException: java.lang.NullPointerException ". The request was created by the API, and there was a table which was inserted using CDATA in descripiton. If there is no CDATA table in description, the script can be excecuted successfully.
Private groups/Tickets
Is there a way to make a group so tickets assigned to it are private and unsearchable? If so... how? Thanks
Managed view for last 24 hours
I'm trying to create a Managed View tickets that Are open and were created in the last x hours (or min or days) Are close but were opened in the last x hours (or days) Is this possible? Thanks, Adam
Assets ServiceDeskPlus agent vs DesktopCentral agent
So originally we rolled out ServiceDesk Plus and deployed that agent. It collected data into SDP. We are starting to roll out the Desktop Central agent as we are moving ahead with DTC. We'll soon be removing the SDP agent from PCs as it's our understanding that the DTC is better and more robust. But, we now have a disconnect in the data showing in SDP side vs DTC application. Obviously we only want 1 consistent source of data between the 2. But we have "assigned" some assets from the SDP agent scan.
Approval History
Hi, Why approval are not fixed in the history of the request? You can add this? Thanks!
Strategy for transitioning existing ServiceDesk to another server and drive location.
Is this a valid strategy for transitioning ServiceDesk to a new physical server with minimal downtime? Strategy: Changing from on physical server to another. Install path is on different drive. ServiceDesk version is the same on both servers. No upgrades occurring. HelpDesk is primary linked to a remote SQL server using the ServiceDesk database. HelpDesk2 is the new server. Both servers are the same OS. During the day, install the same version of ServiceDesk onto HelpDesk2. It is ok to install
Asset receipt
Presently we allocate assets to users and a paper form gets signed on receipt of the asset. Is there any way in Manageengine servicedesk plus of automating this, i.e. we have the assets and the users in the system, surely a form can be e-signed when a requestor is given an asset?
Service Catalog and Workflows
I'm attempting to create a Service Catalog for employee departures.The form makes sense, I can prefill information assign ticket to an owner etc. On the workflow tab, I have 5 or 6 tasks that need to be handled by different technicians relating to the departing employees. Reset AD password, reset VM password, etc. Some of those tasks cannot be completed until a preceding task is complete. I have a workflow setup with those 5 trigger tasks along with the task dependencies so 2 can't happen before
execute a web services to and from ServiceDesk
We need to integrate some external comunication to ServiceDesk Plus to report/open a ticket. Can you help us tell in the types of web services supported to report a ticket into the ServiceDesk? And viceversa? I mean, how ServiceDesk, can make a notification to external system via a web service? Thks! in Advance! msoto
Preventive Maintenance
I want to schedule every first monday of the month a job. I cannot find a way to do this, Is this possible?
Approve requests by email reply
Hi all Is it possible to approve or deny a service request by email? For example, by replying on the "Notification for Approval" message. Or, is it possible to configure a Business rule to change the approval? Thank you Nikolay
Auto populate Priority when a request is emailed in
Hi Is there any way to default the priority when a request is emailed in. At the moment, until the request is picked it remains unset so the SLA does not kick in. Thanks in advance Sonia
How I can disable the password change by the technician in Manage Engine ServiceDesk Plus?
I dont want the technician change his password to login in the Manage Engine Servicedesk Plus, but i dont find the disable option.
Any complete Demos/Walkthroughs available?
We are interested in learning abouT SDP as far as Contract management, Incident & Problem management, Change Management, Asset Management, Projects, etc I found a video on Youtube but it's over 2 years old so I'm assuming things have changed since it was released... https://www.youtube.com/watch?v=EkMl8EWtxwY Is there a more recent version of that same video? Is that video still pertinent 2 years later? Can we setup a live demo with someone who can show us everything SDP can do? Thanks.
Rearrange the fields in Request Details?
Hi, Is it possible to rearrange the fields in the Request Details section technicians see when looking at an incident? So we want to change the order of the fields as seen by technicians, since we updated these fields have all moved around:
Support Group Field Reset After Selecting Requester Details
Server Information: Verision 9.2 Build 9207 Windows Server 08R2 After a recent upgrade to 9.2 Build 9207 we noticed an issue where technicians were unable to submit requests because the mandatory Support Group field "Group" displayed "-- Select Group --" not an actual support group. We have created rules to assign specific groups for certain activities and this has been working well until recently. We have noticed that when a technician creates a new request and selects an individual for the "Requester
Incident and services in same Template Categories
Hi, how can add new incident in the Template Categories , I found this Feature upgrade SDP to 9.2 Build 9206. thank you
Giving credit where it's due
So let's say I have a Service Request come in, TECH A takes the request and works it, now TECH Z has a job to do next. Does TECH A get credit for finishing his part quickly even though TECH Z may take a while to finish theirs? What if TECH Z is working a task given by TECH A that takes days, would this mess up TECH A's metrics? Thoughts on this please? Thanks
Request "how do I" questions
Can I assign a request to multiple Technicians? I know I could do tasks but I want to give a given set of tasks to a "team" of 2-3 people and setting them as the assignee at the beginning would be better. Then either or both could work the change. And is it possible to set the FCR flag at the RESOLVED stage as opposed to the CLOSED stage? maybe even set it from the list view? When printing, is it possible to control which boxes are checked in the print preview? By default, all are checked, we'd like
In Use like state
Hi, Is there any way to duplicate a 'In Use' like status so that I will keep user as well as group information on my device? If I use an 'In Store' I loose all the information and I don't want that. Thanking you in advance, Cédric
Adding form controls at run time
So what if I want the user to be able to duplicate a set of controls at runtime in a Service Request template? Say I have four fields, Name, Age, Level (pick list), Grade. I want them to be able to add another set for a second person, and a third and so on. Something like a repeating region in other apps. Possible maybe with Javascript? Alternatively, is it possible to refine a table I add in the description section using width, border-collapse, background color of a cell, font color, etc. Thanks
Does SDP has capability to scan attachments while uploadin to help desk portal for infections?
Does SDP has capability to scan attachments while uploadin to help desk portal for infections?
Remove VIP flag
Hello, For a project I added the VIP flag in bulk to over 200 Requesters easily using the Mark as VIP action. Project is over and I would like to remove the VIP flag from all Requesters but this doesn't appear to be an option. Is there a script that can be used to remove the flag from all requesters in the database? Version: 9.1 Build 9118 SQL: 2008
Making additional fields mandatory
Hello All. Anyone knows how to make an additional field mandatory? Say in worklog, I add a field and i want techs to select a feature from that field before updating worklog. How can I do this?
Change the Customer of a request
I have a need to change the customer of a request to another customer. Is there a way to do this?
ServiceDesk Queries
Hi Team, We have SDP with build 9209 installed on windows server with remote MSSQL database. We have following issues in SDP: 1. SDP integrated with OpManager 12000 build. When alarm comes in OpManager, SD is generating ticket for that threshold breach. But when alarm clears in OpManager, SDP ticket remains open. AutoClosing is not happening. 2. SDP integrated with AppManager 12700 build. For a server if CPU utilization crosses warning threshold, we are getting alarm in Application Manager and corresponding
Query to assign SDAdmin role to the administrator or to a particular user
Hi, I am wondering if you can provide a query similar to the one below, but with the capacity to assign SDAdmin role to an specific user or to the Administrator user. The situation is that a local customer reports that he remove SDAdmin role and now the Administrator does not have the Admin Tab when login to SDP. I need to offer a solution in order that the customer be able to login with admin rights again. I found the below query that may help if you can modify it to assign the SDAdmin role.
[SOLVED] Setting request status via REST interface
I'm working on a pretty cool proof-of-concept with Microsoft Orchestrator and SDP. I'm using the REST interface to get-put information in the tickets. Getting info is no issue, working perfectly. Trying to set the 'Status' of a ticket however is proving difficult. Using the example request below: http://helpdesk/sdpapi/request/23515/?TECHNICIAN_KEY=1799FA64-4414-4A90-BC43-XXXXXXXXXX&OPERATION_NAME=EDIT_REQUEST&INPUT_DATA=<operation><details><parameter><name>status</name><value>Resolved</value></parameter></details></operation>
Manage Engine Issues
Hi could you please assist me with the following:- 1. I have assets in the system assigned to users but the asset name is not being displayed in the request details. 2. I would like to add our out of office reply to the notification filer i. The email’s subject will say something like this: Automatic reply: Your request has been logged with Ticket Number ii.
List of Variables
Hi, Is there any KB with all variables that can be used in reply and notification emails? Thanks, Adrian
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