Java Script for service template > Fields and forms
Hi All I have a service template setup in service catalogue. Wondered if anyone knew of a way using javascript to amend the subject based on one or more of the resource fields. Kind regards, Dave
How to manage assets that are available for checkout?
Our department has loaner devices (laptops, tablets, etc.) that are available for staff to check out. These devices are commonly used by staff members who travel for conferences, etc. Is there a way to effectively manage this inventory? Also, is there a way to allow the requester to view the number of devices currently in stock?
Upgrade breaks service desk
Hi I was told this was a known issue but i need to know when it is fixed. When i try to upgrade from Build 9119, 9120, 9121 to 9200 it breaks the service desk. The engineer had to replace the jbossweb-tomcat50.sar with a new version. Please advise when this is fixed. Thanks
Task Creation in Service Catalog Request?
Hi. I am configuring our "New Hire" request form in the service catalog. I'd like to create a task when the request is submitted that pulls information from the request form. For example, in the request form, the HR rep is filling in the new employee's name, office location, manager, job title, etc. I want to create a task for our desktop support technician that tells him to set up a new AD account for the employee. I'd like the task description to include the information that the HR rep filled in
Updating assets with Servlet API and PowerShell Invoke-WebRequest starts to jam after 79 assets updated
I'm updating assets through ME Servlet API using PowerShell Invoke-Webrequest cmdlet. Source material is in XML format where script read assets and updates them to ManageEngine. I'm logging result codes from Servlet API to see how updates have been performing. Current problem: When 79 assets have been updated successfully, API starts to update latest succefull asset over and over again, even when source asset has been rolled over to next. I can see from API result log that it randomly can update
Auto assign incident/request or task at certain time/date
I would like to know if anyone has a rule or a way to auto assign an incident template or task to auto send on a certain time of the week or month to a assigned technician. I have looked and can't seem to find a way to do this. It seems that the incident has to be assigned before a task will generate, but that is not what I have been requested to do. My group wants it to automatically generate on a specific day to remind the technician that it needs to be completed. Weekly/Quarterly jobs/tasks.
Create SDAdmin that does not get tickets.
Just looking to create a backdoor admin that does not get tickets. I have already setup as a local account rather than LDAP authenticated but trying to figure out how to prevent tickets from going to that account. It is in the SDAdmin group.
Notification Rules based on Template
Is there a way to change the Notifications based on a request template? Example: When a request is opened/closed with a certain template I don't not want the requestor to get notified at all, but the technicians do get notified. When a request is opened/closed with the default template, I do want the requestor to get notified as well as the technicians. Any way to accomplish this? I tried using junk filters based on subject content, but then all email is suppressed to both requestor and tech. Thanks
WSDL for ServiceDesk Plus
Good Afternoon, I would like to know if it WSDL is support for ServiceDesk Plus. We are looking to us WSDL to pull data into Oracle in order to create a report that will make help desk tickets with Oracle data. Any help would be greatly appreciated. Thanks! Laurie S
(Separate) Combine the Incident and Service Templates
Hello. I just installed ServiceDesk Plus 9.2 Build 9200. I cannot find the "Combine the Incident and Service Templates" setting at Admin > Self-Service Portal Settings. Please help. Thanks in advance!
Requiring information from a Catalog resource
This request is a long shot, but I figured I would ask: We have set up our New Hire process using a Service Catalog in ServiceDesk. We have had an ongoing problem with the users not filling out the required information for a specified application. The example would be that the user selects Application A, but they don't fill out any of the security-related fields related to Application A. The Help Desk then receives the form, and needs to research what the user needs. We want to disallow the requester
Service Desk Plus - Version : 9.0 Build 9039 - SDP Group Question
Hello SDP Admins, Looking for assistance...I have a request to deactivate / disable a Group in SDP we created named Development, which has now been split into 2 new groups. For auditing purposes, I need to leave all 2015 and older requests/incidents/etc. assigned to the group named Development...but, for all 2016 tickets....reassign to the new groups...which I have already done. I just need to make the Development group non-usable and make it to were no future tickets are assigned to it. We are
Different Operational hours for different Support groups
Hi All. is it possible to have different operational hours for different support groups? Thanks Nikolay
Created by
Is there a way to include the field of who created the incident into the email notification that is sent to the requester? For instance we have onsite techs that put in incidents for teachers on campus and put the teacher as the requester in order for them to be notified but would love for the field of who created the incident to be included in the notification email.
Setting the due date
We want to set the due date to 7 days after the request has been submitted, is there a way to modify this script for the form submit to add 7 days ? /*Set value of a field*/ $CS.setValue("DUEBYDATE",new Date("20 May 2015, 15:23:00"));
Manage the requests list view for Requesters
Hi All, Is there any way to configure and manage a default view of the requests list for all Requesters? Thanks Nikolay
Swyx Phone system
Is there a CTI integration with the phone system from Swyx with Servicedeskplus?
Change type custom field
Hi team, I have a custom field that is set to the incident templates and services of my tool. This field is numeric type but I need multiline now. It can change done by DB? It is for this field does not affect me in the records and managed and I alter reports.
Notification when a new request is assigned to a support group
SDP build 9120 I have configured our "Developers" support group so that an email notification should go out to the team leader when a request is assigned to that group. However, after multiple tests, there is still no email being generated. Am I missing something? Is there anything in particular which I should look for in the log files? Other email notifications are working fine (eg to a requester when a new request is created), so there is nothing wrong with the mail server settings. Roy
REST API call
I would like to integrate Microsoft System Center Operations Manager with Service Desk Plus. Like certain alerts generated by SCOM should create an Incident in ServiceDesk. Could you please assist.
AD authentication doesn't work after Logout unless all Browsers are closed and re-opened
Hello: I have Active Directory pass-through working on my SDP instance. When the user logs out, they are sent to the log in screen. The only way SSO works again is if they close their entire browser and re-open it. The problem is most people have more than 1 tab open with other applications and this forces them to close their other work in order to successfully use SSO with SDP. Is there a way around this? Thanks, Eileen
Window Re-sizing
Are there any options for extending the view pane/window in the Availability Chart(below) or the Problems tab? Extremely frustrating for the pane to not fill out for full monitor size and requires constant scrolling to view all Techs or Problems even though there is plenty of white space to fill.
AD Domain Users linked to Site (based on Domain)
Hi, I'm just testing the waters with ServiceDesk, so this may be a silly question. We run a college with 2 Campuses. SD looks great, in that we can move our separate Helpdesks into one system, using Sites. However, we don't use attributes like 'Office', or any other location, since the campuses operate on separate domains (in one Forest). Is there any way to import users from AD Domain 1 and have them automatically registered into Site 1, and AD Domain 2 -> Site 2? We really don't want to retro
Change control lock
We are evaluating the change control part of SDP. Wondering if there is a way to lock an approved change so no changes can be made unless it is by a small admin group, or is there a way as soon as a change is made it goes back to pending status, similar to MS sharepoint. Odie Farm Bureau Insurance of Michigan
notify destitution group from incident template
Hello, I'm testing the service desk plus system and I got stuck while I was trying to create an incident template that auto fill the field "Email-Id(s) to Notify" I have a requirement that a distribution email from our Exchange server must be auto-filled on create any indecent\request that uses this template, moreover the requested can't edit it but he can view it. I tried to configure the Notifications Rules but the distribution group wasn't showing either your kind support is highly appreciated.
How to find info on merged request
Running ServiceDesk Plus 9.0 Build 9039 on pgsql. We have a request ID, 1319, that is no longer visible in our system. We know it existed at one time because we have the email notification that we rec'd when the incident was created. Now however when we try to search All Requests for it we get "FAILURE": Invalid Request ID". I suspect it may have been merged to another request but I can't prove that. How can I either find out whether 1319 was merged to another request and determine which one,
recuperar clave de administracion
Como recuperar una clave de administración del ManageEngine service desk plus?
FAILURE :Product Type is being used by a module. Hence cannot delete it.
Hello, I just imported an asset and I messed up on the labeling of the Product Type, When I tried to delete it I get the error message above. Is there a way to delete this? I'm using SDP 9.1 Build 9121
No one have the Administrator role
Dear support team: Currently I removed the administraor role for all of the technical account, included in the local Administrator account, in some mistake. So we cannot to go to the Admin page to change the role back now. Are there any other ways that we can assign the Administrator role? So many thanks for your help. Leon
Custom Report
Could someone kindly help with a script for the following report on PGSQL and version 9.0 Build 9035 Request ID Level Priority Category Subcategory Root Cause Time from Creation to first Assignment Time from first Assignment to Resolution Time from Resolution to Closure Regards
server migration from mysql to mssql
Hello, I'm trying to restore a backup from the current environment to a test environment. The current server is a W2008 with servicedesk 9118 and mysql i want it to restore in W2012 with servicedesk 9118 and mssql 2014. I've created a backup --> did a restore with servicedesk --> start servicedesk in the test environment. but now i'm having a blank login page. See image. I have no idea what i need to do. Can you help me
Change Request stuck at Approval
Hi, a colleague has recently submitted an Emergency CR. This is using the standard, out of the box Emergency template and workflow. For some reason, despite being approved by the appointed CAB members, it seems to be stuck at Approval. Any ideas? Thanks, David
use .net to insert an incident without user password
Hi, I have been looking at the documentation as I am testing this helpdesk. I can see a way to insert a incident in a .NET web application using the users username and password. I want to be able to insert a ticket without the users password. I will create a web application and pull the users nt username as they fill out a form on our intranet. Is it possible to create an incident without the submitters password in .NET? Thanks for all help
Missing Requester / Technician - Active Directory Import
Hi, We recently upgraded ManageEngine from version 8 to version 9. After having done the upgrade we had an issue importing users from one of our domains. I added the domain again manually and this seemed to resolve the problem. Unfortunately some of our technicians were on the domain that we could no longer import from. For most this was not an issue, they simply logged onto manageengine under the new domain. For 2 of them however this did not work. For the 1st technician I deleted him then re-synced
500 (Internal Server Error) in SDP 9.2 with Chrome and Firefox
Hi When I want to open SDP 9.2 in Chrome or Firefox, show me a blank white page and show "500 (Internal Server Error)" in console. but in IE I don't see this problem and any things is good. What should I do? Thanks
Username or password incorrect when using Active Directory login
I am really struggling to get Active Directory logins to work. I've imported, enabled AD login but all I get is Username or password is incorrect. If I go to the user and reset password I can login with local authentication. I've also tried Pass-through authentication and I get the same thing. Can anyone point me in the right direction to get this working?
Technician problem
Dears i use manage engine SDP build 9117 since October 2015 and it's working well with me , but i noticed that two from technician user return back to work as requester without any interfere from me Note:- I am the only Administrator of application
Search Function on Forum
Help, am I going mad? I cant seem to find the search function on the forum anymore, so I cant search to see if my query has already been raised... Thanks Lynne
Search Results Limited to 500
Is there a way to increase the number of search results in Service Desk Plus from 500? Searching a word such as email now leaves out recent tickets as we have over 500 that reference the word email. Also, is there a search function in this forum? Thanks, Brian
Change DBserver from MySQL to MSSql
Dears I face problem when i try to change DB server from MYSQL to MSSQL as the service failed to start ... so is there any solution available to migrate data to sql server without losing it Note:- I use Manage engine standard edition build 8217
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