Moving SDP to a new server
I want to move SDP to a new application server. The database is hosted on a separate Microsoft SQL server. I found the instructions below on an earlier forum post, but I have a few questions: At Step 5 "Install Service Desk on new server". The install reaches the point where I am asked to enter the database server details; however the database name is hard coded as "servicedesk" and it won't let me change it. I had expected to be able to create a separate database for the new install (eg called servicedesk2).
CMDB in ServiceDesk Plus - business Services
The user guides states that "The CMDB in ServiceDesk Plus, keeps a track of all the pending requests, problems and change raised for the CI Type - Assets, Business and IT Services" I've tried raising a request - I can link the Assets - I can see the IT Services (which is from the Service Catalog) But how do I link a Business service to a request, change or Problem?
Change Approval Process
Hi, We are looking at ways to automate the Change process as its quite admin intensive at the moment. Firstly I would like to put the onus back on to line managers to approve the content of a CR at the submission stage and then automatically push the CR on to the next level, is this possible? Also is there a way in which you can configure the workflow, so that if all CAB members have approved the CR that it moves the status straight to Approve? Thanks Lynne
Inactive Categories
Hi Is there any way to inactive categories and any things else instead of delete? i need to inactive some of my categories but i need to active them after some times. Please Help me Thanx So Lot
Agent scan
We cannot get the agent scan on Windows workstation working. We are using Win10 on a workstation attached to a domain. The error comes back that the server cannot communicate with the workstation. I have remoted into the server and I can ping the workstation. I have also tried to do a network scan specifying only one workstation. Again, the scan returns an error saying "Problem while discovering the workstation". Any thoughts on what else I can try? Thanks
Service Status Page
Hello Is there any way of getting a service status page based on Problem management? For example, a problem is raised for email down and users can visit a service status page to see if its a known issue, what its impact is and any updates on the issue? Thanks
Schedule Calendar view
If I assign a task to a technician which is scheduled to take several days to complete (ie start date and end date several days apart) it only shows up in the "My Schedule" calendar view on the end-date. Is it possible to have the task show up on all the days between the scheduled start and finish date? This would give a more realistic view of each technician's availability for additional tasks. Thanks, Roy
When a technician reply to a request through email, Creating new request
When a technician reply to a request through email, It's creating new request rather than appending the existing request. Anyway to prevent this ?
License renewal
Hi, We are trying to renew the license of ServiceDesk Plus. Following the link provided for your support team: . . We are glad to tell you that we offer ManageEngine ServiceDesk Plus Standard Edition at free of cost. Once the product is about to expire, you can download the free version from this link. All existing data in your server will remain the same. . .We have downloaded the sw and when we try to install, the sw presents the following error message: "The installated version of the application
New Email Button
Hi, Is there any way you can send a 'New' email from within an incident? Rather than using the reply or forward options? Thanks Andrew
Customizing The Technician Request View
Is it possible to customize what details I see when I open a request. As an example I would like to collapse or remove Request Details and Requester Details
Satisfaction Survey
Extracting reports to respect the Satisfaction Survey .
Templated changes
Does anyone know of a way to create templated change requests for standard activities. What I mean is a change that already has a collection of implementation tasks assigned. For example a frequent request is a 'new user request' which has a group of activities that are the same every time: Allocate PC Create AD account Add to mail groups Add to security groups Allocate phone number Allocate mobile phone Would be very useful to be able to create a change that has these tasks pre-defined.
Template change for standard requests
Does anyone know if there is there any way to create template changes for standard activities. For example, when we get a 'new starter' change request, there are a bunch of tasks that always get assigned to this change: Provision PC Create AD Account Set groups membership Allocate phone number Provision mobile phone What we are looking for is a 'template change' that has all of these implementation tasks already attached. So when we get a service desk request for a new starter, we can associate
Business Rule To Change Template
Dear All, We only use email to generate requests in SDP. We are not using the web interface. To help improve our support process, we want to have templates applied to incoming requests based on business rules so we can use standard checklists for certain tasks. I finally got business rules to apply to incoming requests and assign a specific template to the request base on the business rule. The only problem...the template overwrites my original request. So we loose the original request detail.
Why does Technician Auto Assign - Assign Jobs to people on leave?!
Why does Technician Auto Assign - Assign Jobs to people on leave?! It seems like a really good tool, however if it assigns jobs to someone that isn't even there! Its pretty god dam pointless isn't it... Please tell me how i'm meant to configure this as i've done the following, and the jobs still get lodged under the tech that is on leave:
How to add Project Description to report
Hi, I'm 1st Time user to Forum. I need to add the "ProjectDescription" column to the following queue statement, but have been unable to get it to work. This is the project description field you see when creating a new project or if you do an edit on Project Details tab. Thanks SELECT projectdet.PROJECTID "Project id", projectdet.TITLE "Title", <<<<<< PROJECT_DESCRIPTION projecttypedef.PROJECTTYPENAME "Project Type", projectprior.PRIORITYNAME
Upgrading via multiple Service Packs?
Hello, We're on 9.0 Build 9044 and are planning to update to the newest version (currently 9.2 Build 9202). Do I need to fully follow the steps for each Service Pack to reach the latest build or can I simply: 1) Stop services, 2) apply all Service Packs, 3) Start services?
Tasks
Hello, I wonder if they can help me with the case below , I need a report to give me the following information: - Task ( All information, eg , job name , responsible, job type , etc . ) - Time spent in each of the tasks
Disable or hide Dueby Date
Hi, Any chance to disable or hide "Dueby Date" on request? I just want to "respect” Response DueBy Time and completely discard "Dueby Date", even if I set SLA to resolve request with 1 day or 2 years, I want hide this field from requesters. Thanks in advance. I'm running last version SD plus 9.2
Adding replier's name automatically
When replying to an email from the requester, is there a way to auto-populate the replier's name? We know this can be done for the assigned technician, but can it be done for the person (who might not be the technician) replying to the message?
Changing product type reverts back on next scan
I am changing the product type for all network printers to their actual model. Product HP-Printer isn't all that helpful if I don't have the model. When I create a custom product-type and save it, it reverts back to HP-Printer on the next network scan. Is there a way to lock it, or even better have the SNMP details filled in better? I could exclude them from scanning, but then I assume the toner levels would not update.
Show Suggestions to requesters while creating new Incident Request - It overlap and hide what user is actually typing
It's a great feature to help our user to suggest while they are toying the subject line to describe query/problem. However, most of our user find it annoying because it overwrap and hide the text that user is actually typing in. Our user is on Windows10 + IE11. Thanks, PS our ServiceDesk Plus is 9.1 Build 9121 at moment
New/edited solution notifications
Hello, Does anyone know of a way to have SD send the new/edited approved solutions entire text out via email? For our organization it would be really helpful if the notification rule could send the entire body of the solution via email instead of just a link and subject. This would allow all helpdesk member to review the new solution without having to open extra links and/or see it on their phones/mobile devices in email. Thanks, -Rob
Cleaning Patch directory in ServiceDesk installation directory
Hello The Service Desk installation directory has a Patch directory. In it directory located packed and unpacked patches files. It files can be delete? With respect. Igor Stepanenko.
Search dont work for Conversation List
Hello, we want to search a text string which was entered in a user (requester) reply mail. When i use the Search with "Search in Request", the string wont get found. I only can find it using the system log, but thats not okay because i want to see it in a result like search text from a request. Thank you.
Request Closure Details doesn't show all the text.
(Post relevant to ServiceDesk Plus build 9120) Hello I send the notification rule "E-Mail requester when a request is resolved". The requester can click on the Close Request Link an leave a message. The requester can type quite a long message (I think this should be restricted) Because in the request the message is going to be shortened and it's not possible to see all the text of the sent message. (Please see the Picture in the attached PDF) Regards, Markus
Sending mail after business hours
Good morning everyone, I wanted to know if it was possible to send the email different from the classic notifications after working hours . For example after 18 to send " your request will be read and take charge tomorrow from 7:45 " or We remind you that our engineers are present from 7:45 to 18 hours . I'm using the version Servicedesk 9201 , postgrest DB . Thanks for your help.
Managing Services within Service Categories in Service Catalog
Under the Admin tab / Service Catalog, there is a useful option at the top to "Manage". This option is very useful for managing things like Service Level Agreements and Additional Fields which can be applied to a single service category or across Service Categories. For example, when creating Additional Fields, it is easy to select the Service Category to which the Additional fields will apply. The additional field can be applied to a single service category or it can be set as a Common Field shared
JIRA 7 / ServiceDesk Data Sync
We have recently started using the JIRA class based implementation with ServiceDesk and have configured the "Request Custom Menu" triggers to push / pull data to and from JIRA. Our internal customer has asked that we automate the syncing of data between the two systems so it is not a manual trigger. The group has hundreds of tickets and they would like for the systems at some determined frequency to sync Data between them with no manual update. Has anyone tried doing this.. Any ideas? ServiceDesk 9.1
SDP - Business Rule to trigger when a high priority incident is logged
I have created a business rule to generate an email notification to IT managers when a High Priority incident is created. This works fine if the Incident priority is set to High at creation time. However if the Incident is originally logged at a lower priority and only later escalated to High, the business rule does not trigger. I have tried setting the business rule to trigger on "Create and Edit" but this generates the notification any time a change is made to the Incident record after its priority
Notification Workflow in Service Requests
I have seen multiple posts about notification workflow in the Service Catalogue, separate from Approval workflow. Most refer to Email ID to Notify. Here's my take on this and I offer a simple way to quickly implement it. The Approval workflow is a required feature for those times when an Approval is required before proceeding with a request. Your customers also need a " Notification " workflow for those frequent times when someone or a group needs to be made aware (notified) of the request because
Adding options into the Requester Details box (Service Template) - Service Desk 9.2
Hello Community, I am currently in the process of creating a new Service Desk instance to mimic one that is already in operation for my company. The problem that I am having is that I cannot figure out how to extend the options within the "Requester Details" box. This is how it looks on my Vanilla Service Desk: This is what I am trying to mimic: Many thanks and apologies if there is an obvious solution to this issue! Ryan Parker
Login issues
Every so often, I find that I can not login to SDP. I am only given the local login vs domain name option, and I am unable to login. When I have someone else log in and look at my account in SDP, I am not assigned to the domain. Once, they change my Domain from None, to my company domain and save, I can get in. Why does this happen? I only see it on my account.
Notify non-technician when an issue is created from a specific incident template
Hi I would like to know if there's a way that I can send a notification email to a user (who is not a technician) when an incident of a certain template is created? Our use-case is where our Human Resources department creates a "new employee" ticket, and we would like to automate the notifications to those who require it. Thanks!
Active Directory Import Issues
I am trying to import users from Active Directory which I have done many times without issues but now I have 3 failed records that will not import. Total Requesters in Active Directory 261 • Added Records 0 • Overwritten Records 258 • Failed Records 3 How would I find out more details of what or why these accounts will not import? OK so I found this in the system log under one of the accounts that it is not importing java.lang.NullPointerException Any ideas how to correct this issue. Thanks
Script for updating Requester field
Hello, I know you can do a mass import of Requesters but is there a way I can do a mass update of a particular field? Basically for around 600 of my 2000+ requesters imported from AD, I need to be able to amend the Allowed to view field to show Department Requests. Rather than go through each one manually I was hoping there would be a way to update them in one. I've already got the below script to identify the records I want to update. SELECT AaaUser.USER_ID,AaaUser.FIRST_NAME "FullName",AaaLogin.NAME
Trigger external program when incident logged
Hi, I've created a business rule that when a user raises a request/incident for a particular category it is automatically assigned to a particular group. I want to take this a step further and assign to a group, call an external program to create a ticket in Jira and then update the request/incident within Servicedesk Plus with the ticket number from jira, then close the incident.... Is it possible to trigger a call to an external program within Servicedesk plus? Thanks Steve
modify login page + pass-through auth?
Hi there, For some reason the pass-through authentication doesn't work anymore. The only change I did was modifying the login page as instructed here: https://forums.manageengine.com/topic/edit-login-page-of-service-desk-plus Can we use both custom login page AND pass-through authentication? NOTE: We did no changes to the computer account info (both in AD and SDP)
Received error when updating to SDP 9200
I don't see any issues, but I just went through the upgrade path from 9100 to 9121 to 9200 I received the following error during the 9121 to 9200 upgrade. D:\AdventNet\ServiceDesk\bin>UpdateManager.bat Exception occured while extracting EEAR file : server/default/deploy/jbossweb-tomcat70.sar
Next Page