ServiceDesk Plus 11107 Released
Dear Users, We are glad to announce the release of latest servicepack 11107 for ServiceDesk Plus. This servicepack includes new enhancements , behaviour changes and Issue fixes. Enhancements : 1) Operational-level Agreement Configure Operational Level Agreement to ensure that the SLA is achieved by the internal groups working on the request. 2) User Addition from instance based on ESM directory application settings Under ESM Directory >> General Settings >> Application Settings, you can enable the
ServiceDesk Plus Public Access (using Reverse Proxy)
We often get asked how best to access ServiceDesk Plus 'publicly' from the Internet without the use of dedicated connections or VPN services. There are no specific features in ServiceDesk Plus to do this other than in the 'Self-Service Portal Settings' where you would configure a URL Alias of a Fully Qualified Domain Name (FQDN) that would be published internally and externally on the Internet: This URL Alias is used in all the notification messages sent by ServiceDesk Plus. Now we could simply
Notifications
Is there a list of variables that can be used on Notifications
Make a service request only available to selected technicians
Hi, Would like to know whether a service request within the same site can be made available only to a few technicians to view. For example, currently we have a service request created in the service catalogue for security incidents and we would not like to have all technicians within the same site to be able to view it due to confidentiality.
DueDate Script
I have a new employee/new hire Service Catalog template with a field called "Effective Date". Most of the time, a new employee doesnt start until 2+ weeks in advance, which is outside the SLA. What is the best way to copy the "Effective Date" to be the "DueByDate"? Thanks in advance, Jim
Service automatically stopped for ME Service desk plus standard edition
Hi Service automatically stopped for ME Service desk plus standard edition mahesh
[SDF-81675,SDF-81965] Execute Script from FAFR
There is a major limitation between Service Catalog and Custom Triggers. When building forms I want all Fields that relate to that form to fall under that forms Service Category only. From an Admin perspective it keeps things clean. But on most forms I need to include a Custom Trigger at some point. That Trigger will create an email and in that email will need to be information from a submitted request. The issue is that Additional Fields created under a Service Category can NOT be used for Custom
SDP: Re-assign tasks when Technician for ticket is changed
Hi, Is there a way via workflows to change the assignee of dependent tasks for a ticket, when the Technician assigned to the ticket is changed? The idea is to iterate through all tasks and set the assignee to the same tech. Thanks.
Procedures to perform ServiceDesk Plus inline upgrade?
Hi All, Can someone here please share the steps that I can follow to perform the upgrade for the ServiceDesk plus Enterprise v11 to the latest edition? Thank you in advance.
LDAP connection with JumpCloud
I have a problem to connect ServiceDesk Plus with JumpCloud LDAP. I've filled in all the data and I'm getting a message that the connection is active, but when I want to import users it shows 0 records each time. Have any of you set something like this up already? Here is all information about JumpCloud ldap: https://support.jumpcloud.com/support/s/article/using-jumpclouds-ldap-as-a-service1
[SDF-85511] Feature Request: Additional Field Reference
Is it possible to reference form(s) that use an additional field? We've hit our 50 field limit and have started going through the list of fields (incident and service) and find it tedious to reference which fields are associated to which form.
[SD-85507] CMDB - Add / Edit Relationships
Hi! As admin I can create / add / edit / delete relationships in the CMDB. I want our user access team to create relationships like: David Meredith - Uses - WorldPay (WEB) These technicians full Asset access to add/edit/remove in their roles as well as the EnableCMDB role. However they can't see the 'Add Relationship' button or the 'List view'. I don't want to give them the SDAdmin role in order to achieve this. Is there a permission that I can add that would do this?
Support Desk Portal for requesters
Hi, I was wondering if there was a way I could show a word document as a widget on the support portal for our clients in anyway? I've new the portal and not sure what I can/cannot do. Thanks
API Notes Help
I have an app that injects tickets into our on-prem system, this works flawlessly. I tried doing the same with a ticket note, example appears solid, it works from the little tester on the webpage. However when I do it from my app, or AdvancedREST that I use for testing, it fails stating the Technician key is invalid, but it is the same key that worked 30 seconds before to open the ticket through the API. Am I missing something?
Link incident ticket to problem and to reply for incident conversation
Hi Team, In Manage engine we are able to link incident to problem but from problem we are not able to view the conversations happened in incident ticket. Our requirement is to link incident ticket to problem and also to view and reply for the conversations happened in incident ticket. Please suggest us to get this. Regards, Karthikeyan R
Send user survey on demand
Hello, we are not using the user survey function yet but would like to initiate it. However I'd like to start slow by sending surveys in response to specific closed survey requests. These would be requests picked out by me, so using the "Match the following criteria" option in the survey configuration wouldn't work for me. Is there a way to select a closed request, and trigger a survey to be sent to the user? thanks
Network scan and Windows domian scan permission
Hi, In my scenario, I have several sites and each site has himself asset manager. I wanna to access permission to each asset manager in site. Already this feature is not exist in SDP, but it's very useful in multi site organization. What should I do?
Survey Functionality only for default incident template?
Good Day We want to make use of the survey function of Servicedesk Plus. However we have multiple incident templates and the survey only gets sent if you close a ticket with the default template. If you close a ticket with another template, the survey does not get sent. How can I achieve, that the survey gets sent when closing any incident template?
Visibility of tasks in Scheduler to Groups
Hi, We receive external notifications which is required to be passed on to specific groups in addition to specific technicians . We wanted to use the Calendar (Scheduler) available, wherein tasks can be created and assigned to groups/ technicians, multiple selection options. As per the current options available under Tasks to be created in Scheduler, the tasks can be assigned to only specific Technicians. Can any other option be suggested to meet the requirement. Can we add Groups to be assigned
Barcode Scanner
Hello, can anyone recommend a specific brand/model Barcode scanner which integrates well in Manageengine service desk plus? We would like to utilize the option for generating barcodes for New and Existing Assets. We are running version number 11.1 , Build 11105 Regards
Upgrade failed 10008 to 10500 Windows Postgres Error Migrating
During the update process, an error appears in Postgresql migration. Log: [2020-03-11 17:56:45.176 CET]|[3456]|LOG: database system is shut down [2020-03-11 17:56:50.106 CET]|[4788]|LOG: database system was shut down at 2020-03-11 17:56:45 CET [2020-03-11 17:56:50.121 CET]|[3092]|LOG: database system is ready to accept connections [2020-03-11 17:56:50.527 CET]|[4580]|FATAL: no pg_hba.conf entry for host "::1", user "postgres", database "postgres", SSL off [2020-03-11 17:59:07.073 CET]|[2548]|ERROR:
Incident Request Workflow
I have a need to funnel Facilities requests to sub-queues. The idea would be that an incoming request get's filtered by the email address and directed to the Facility queue, which would have sub-queues for each location. What's the best way to handle this in ME? Sorry new user to this... Bill
Approval through an email
Hi All! I have a "Requester" who are approver for the one of the services in SD+. Everything is OK, that person can make approvements in SD+ portal. Just one question - is it possible to approve through an email without using a portal ? Thanks.
Import requesters from multiple countries at one go
We need to import requesters from different countries. Instead of importing the requesters from one country at a time, can we import requesters from multiple countries at one go? If yes, then how?
Ability to Assign Technician in another group from Dropdown.
We currently have an On-Prem instance with multiple groups. All of the tickets default to the Tier 1 group. Many times, the Tier 2 team forwards in tickets for themselves. It would be beneficial if you could assign multiple tickets from the Requests' Assign dropdown no matter what group the technician is in. SDP should be smart enough to automatically change the group based on what technician you select. When I select the technician I'd like to assign to, *the technician themselves* it gives me an
My Tasks - sort options
Is it possible to sort the tasks under My Tasks by different criteria? Is it possible to have it behave like the Task pane does under the Request tab? Also need to see more info or stretch the text field that is displayed.
ManageEngine Community and Support search
It would be really be an improvement if we could narrow search in a time frame. example : last 6 months. what happend 10 years ago is not really relevant when i search the KB or the community. the way it works as now, it is a pain when i look for a specific topic. Martin.
FOS service heartbeat/ping interval
Hi, community. I am curious on how does the FOS heartbeat checking works. I know that SDP is using ICMP for the checking of the availability of the server. But the question is, is it continuous or does it have a 360 seconds interval per ping sent. Thank you in advance.
Audible alert upon notification in SDP?
I was wondering if it is possible to get an audible alert on my workstation in SDP? Thanks, Adam
[RHEL 8] [SDP v11000] Claims port 80/443 are occupied but they are not
Upon running netstat nothing is occuping port 80/443. When changing it from the Web UI it says port 80/443 is occupied. Running the "changeWebServerPort.sh" script results in the same error.
[SDF - 85361] Custom Trigger to add Announcment
I'm trying to find a way to list all Onboarding/Offboarding request in a place Users who submit those forms can see them. These users are from different Departments and they don't need to be able to see other request from their Department or other Departments. Without giving them that access, the only way I can think of is to list the subject of each Onboarding/Offboarding request on Announcements. That way they can go out there and see if one has been submitted already for a user in their department.
Dynamic field in incident/service template
Hi, I need some field that add dynamically. Like my attachment I want to add this type of field to my incident/service template. What should I do? Do you have a workaround?
Populate additional requester details in request fields using Field and Form Rules
Greetings Portal Version 10.5 I am trying to fill out an additional field in the request with information from the additional field of the requestor. I follow the instructions, nothing happens. https://pitstop.manageengine.com/portal/kb/articles/how-to-populate-additional-requester-details-in-request-fields-using-field-and-form-rules My script works when loading a form, it looks like this. //-----------------------Inputs Required--------------------// var requestAdditionalFieldID = 'WorkOrder_Fields_UDF_CHAR2';
[SDF - 84265] Requests Color Settings
Hi Community, We'd like to use the color settings in the requests tab to differiate between two different things: - Group is not assigned = red - Group is assigned but no technician = orange The first term is working without any problems, but we can't configure the second. It is also looks like it's not possible to use two different terms together, as you can only differiate between the same terms - for an example you can't use the following color scheme: - Group is not assigned = red - Status is
CSV file to import assets
Dear All can you please share the CSV file to import assets. Regards
Failed to assign technician
I'm seeing something really weird here and I can't find any commonality. Occasionally, a ticket will simply fail to assign a technician. Here's an example. This is the ticket as it exists. I click on technician to assign it. Click the check mark to save it. I get the pop up that says it updated But the ticket remains unassigned: Help.
What's the value of Business View in CMDB?
We just upgraded to the latest build of SDP and I discovered Business View in CMDB. How does it work? What value your organization got from this feature?
ServiceDesk plus - Custom script
Hi, In the ServiceCatalogue you when you choose "Form and Fields" , is it possible to write a custom script that add a the requester to a Active Directory group when the form is submitted? kr Thomas
Are any ManageEngine products (like ServicedeskPlus) vulnerable to recent "Ghostcat" exploit?
i see referenced in this previous post https://pitstop.manageengine.com/portal/community/topic/java-standalone-application-any-servler-container-like-apache-tomcat-behind that some manageengine products are based on Apache Tomcat. given the most recent "ghostcat" exploit that was discovered, what is the eta for updates to use a version of tomcat which has this patched? Exploit details: https://www.cisecurity.org/advisory/a-vulnerability-in-apache-tomcat-could-allow-for-arbitrary-file-reading-cve-2020-1938_2020-028/
SDP 11.1 / site change by user mail
Hi Can I automatically change the site by mail domain for new users? ex: if a@name.com then the site is "NAME"
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