System fields and addtional fields
When will ME stop locking done some fields to be used in FAFR, Business Rule, API, Custom triggers. I have been talking to ME many times over this. Why this restrictions? The latest problem is with custom trigger, you can only choose a limited set of
Ticket isn't re-opened when customer replies
Hi, We have an issue where some tickets aren't re-opened when a customer replies, which is causing some frustration for both our helpdesk workers and the customers that get no response in turn. It's not all requests that have the issue, and we've had
Technician Auto Assign - Report
Hi All, Looking to configure a report/s to monitor how many calls are assigned under the Technician Auto Assign function to each technician on a daily basis. I can't find any preconfigured reports that covers this. Has anyone developed a report or is
Can't search Pick List
When a requester is trying to submit a request they are unable start typing in the field to filter their options. For example. if I type in IT Tech it should come up with IT Tech 1 or IT Tech 2, but it does not. It just sits there like it's trying to
Custom report
Hello, I need an Assest report that lists all workstations with the following info. Model, Acquisiton date, Expiry date, Warranty expiration. I would like the asset listed in the first column and the rest of the info in the following columns in any order. Can you please give me the query syntax for this report? Thank you.
How to assign SLA
Good day! How to assign SLA per incident sub category ? SLA Should be assigned after editing the request and assigned subcategory.
Request by Email loses all formatting
Every once in a while a request will have all formatting from it removed. Sometimes it happens when it's emailed it. Sometimes it happens when we forward the request to another group or technician. The only common element I can find between the request
Request for report for Time spent (worklogs)
Hi all, We have recently updated to version 11.1 Build 11140 , this has broken one of our summary reports for that weeks worklogs, could someone take a look/ provide a updated report? SELECT rctd.FIRST_NAME "Time Spent Technician" ,cast((sum(ct.TIMESPENT)/1000
Cannot apply patch. Error message saying configuration folders are missing
I already have a ticket open with Manage Engine, but I am not making much progress on resolving this issue. When trying to apply a patch with UpdateManager.bat, we get an error: "Patch cannot be applied as some dynamic configuration folders are missing.Contact
A report of a specific form.
PGSQL / SDP v11.1 Hello. tell me, there are tons of questions and problems with the report builder. Reports: Summary report on requests My Result: I click the show request button W.T.F. !?!?!!? I want to make a report of the following TYPE: 1. add
Cannot change font in description while submitting ticket
Hi! I upgrade from 10514 to 11140 the upgrade went fine. I do have some issues regarding default request incident template, I cannot change font, font size, font color, etc in the description when submitting a ticket as technician. Nothing happens,
[Term of the Day]: Clickbait
Term of the Day “Clickbait” Definition — What is Clickbait? The term Clickbait or Link bait is a form of false advertisement online. It comes in the form of a link you can find on websites, usually accompanied by a sensationalist headline or a thumbnail
Report based on template name
Hi Team, I want to generate report on particular template kindly guide us
Finding the right translation
Is it possible for the application to provide some more information about items on the translations page? It's really difficult and frustrating to find the right thing to update. Here's an example: We want to update this from 'New' to 'New Issue Ticket'
Hide the incident from other technicians
Is it possible to make it so that a specialist, a technician, does not see "incidents" or another specialist? technicians are in the same group of specialists
[Term of the Day]: Cipher
Term of the Day "Cipher" What is Cipher? A cipher is an algorithm that encodes or encrypts data. Text that is "ciphered" (processed with a cipher, encrypted) cannot be read unless the original algorithm is known or reasoned out. It is usually used
Secondary Domain Controller for Authentication
We are currently using v10.5 Build 10500 and I can't find any option to specify a secondary domain controller for authentication. Under Active Directory Authentication, there is a field named "Bind String" where we have specified the primary domain controller.
Configure User across multiple sites?
Hi - Is it possible to configure a single user across multiple sites?
Approval
Can we modify reporting_id and use emailed to notify as approvers or what is custom field we can use for approvars
Query Report: due date change
Dears, I need a report that shows me the tickets that they due dates changed by technicians: changed by system should be excluded convert to template should be excluded required fields: ticketID, requester, group, subject, technician (that changed the
After Update of SDP from 11.1.40 to 11.1.41 SDP-webservice is not running
I did my update as usual after stopping the windows service and taking a backup. All went smoothly, as far as I could see. However, I could not connect to the SDP-webserver anymore. Checking the forum in simular threads I have stopped the service and
Weekly Report filtered with Approver name
Hai , we are using servicedesk plus 9 in our company, How we can generate weekly reports with approval name and all pending approvals with the approver. your early response is highly appreciated. with regards, M.K
[Term of the Day]: Dual Persona
Term of the Day “Dual Persona” Definition — What is Dual Persona? The term Dual Persona in a mobile management context refers to mobile devices provisioned with two separate and independent end-user environments. Usually, one environment is for
@ parameters in request description not executing properly
Hi all, I'm not sure whether or not this is an issue with SDP but we are having some problems with the following. Some of our technicians make use of what they call @-parameters to format mails and automate ticketing flow. They use Outlook Quicksteps
aggregate report within SDP
Is it possible to have an aggregate SQL report for the last week shows the below result: Group Total number of received tickets Completed tickets (closed, Resolved, canceled, rejected) open tickets (open, assigned, in progress) on hold tickets overdue tickets DB is MSSQL
Split up license for ESM Update
Hello. We currently have a larger single license. What do we do in order to split that up so we can use multiple helpdesks in ESM? I feel like you should just be able to associate technicians to each helpdesk instance and not one license file.
[SD-93223] Notification Action after a Transition without Criteria or Actions
Hello We just noticed, that it is no longer possible to add a Notification Action after a Transition in the request life cycle without adding a criteria as well as actions (see attached screenshot). This is critical for our use case since we implemented
[Term of the Day]: DNS Resolver
Term of the Day "DNS Resolver" What is DNS Resolver? A DNS resolver, also known as DNS recursor and commonly referred to as "DNS lookup" tool, is a DNS server that resolves an individual hostname to an IP address. Usually, the resolver is one part
Custom Trigger to Send SMS to requester
Please provide an Custom Trigger to Send SMS to requester via an sample custom SMS provider
Aging Report totals by Specific Range
We are using MS-SQL and ServiceDesk 11.1.0 Build 11129 I am trying to create a summary report which has the following breakdown of the incidents and requests which are open, in progress, or on hold: 0-7 days 8-14 days 15-21
SAML login broke on updating 11137 to 11138 version.
Hello All, I am facing a very strange issue with my present ServiceDesk setup. I have 2 different instances of ServiceDesk installed and both are being updated to latest releases simultaneously. I faced this strange issue with my one of the ServiceDesk
[Term of the Day]: Vaporware
Term of the Day “Vaporware” Definition — What is Vaporware? Vaporware is a term in the computer industry that describes a product, typically computer hardware or software that are marketed heavily in the form of concepts and even have campaigns
[SD-93810] Template change delets E-Mail Id(s) To Notify addresses
Hello I just noticed that if I change the template of a ticket, the addresses of the E-mail Id(s) To Notify field get deleted.
[SOLVED]Advanced Analytics sync task fails
We are testing Integration of ServiceDesk Plus with Analytics plus, both On Premise. Initial sync works fine, but subsequent scheduled sync task fail with this message: FAILURE :We are sorry to inform you that data Synchronization is failed. Data have
[Term of the Day]: Computer Security Incident Response Team
Term of the Day "Computer Security Incident Response Team" What is CSIRT? Computer Security Incident Response Team (CSIRT), also know as Computer Incident Response Team (CIRT) is group that is responsible for exposing and averting cyber attacks that
Removing software from people's workstation remotely
Is there anyway i can remove software from workstations remotely? I know i can delete software from workstations on the system, but when i re-scan the asset, it appears again. Do i need another feature of SDP to enable this function? Thanks
Load Custom .JS file into SDP
I simply want to load a .js file into SDP. I'm from build 11007, I've put my .js file in <SDP>\custom\scripts\ directory, however, it is not loaded. I've searched this forum, the one here that looks good is not helping me because I don't even have the
User - Additional Fields as Variables
I asked about this a long time ago, and so I'm wondering if this was ever implemented. We really need user variables for User - Additional fields so we can populate the givenName from AD in our notifications. Right now, we would be stuck with lastname, firstname or username. AD has these broken out, so I'm hoping SDP has a way to do this now. Thanks Adam
[Term of the Day]: PuTTY
Term of the Day “PuTTY” Definition — What is PuTTY? PuTTY is a free open source terminal emulator that supports multiple network protocols such as SSH, SCP, and rlogin network protocols. The word PuTTY has no official meaning, it was developed
Jira integration - two way integration, and what advantages are in it ?
Documentation regarding the JIRA integration seems to be lacking, so I have a question. I see that some forum posts mention that the integration is not a two-way integration, and according to some youtube video, it seems as that when a issue is created
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