Defaults SLAs - changes updated in 'Copy Default settings option? Build 11301
Hi Folks - I need to update the "Default" SLA's I have configured but I do not want those changes updates in all of rhe Site I have conrfigured with "Copy Default Settings" checked off. Is this possible? Will the SLA changes ben propgated ot these sites?
Closing Tickets using Forms that meet criteria
Hi there, I have a scenario where if a ticket meets certain requirements, I need the ticket to be closed with an email reply. For example, out of a list of applications, if the user chooses a finance application, I want to close the ticket and send an
[SD-96511] Business Rules stop working after upgrade from 11207 to 11301
Hello, Today I apply the upgrade from 11207 to 11301 and suddenly my Business Rules stop working at all. Any action within the rule that worked before, does not work now. Rule image attached.
[SD-96511] User site does not populate
Since upgrading to 11300, when a user emails a new request in, their site it not populated. Actions taken: - Re-synced users from AD - Edited sites to update site settings. Also taking away the cab selection for CRs, imho, dumb... The fact that I have
[Analytics Plus] Launching advanced analytics for ServiceDesk Plus' survey module
Hello folks, We're happy to announce that we've launched advanced analytics for ServiceDesk Plus user surveys. Now, you can leverage end user feedback to measure service desk performance and optimize service offerings to ensure better customer satisfaction.
No AD-Domain available / could be added
Help says: When you set up the application and start it for the first time, the application automatically discovers all the available Windows domain in your network. In my case this there is no AD-Domain visible. I tried to add the domain manually, but
Assign an asset to Requester directly in request details page
Hi... Can I change an asset status and Assign it to Requester directly in request details page??? This is an Important Require for some technicians in our organization.
implement SDP on DC and DR environment
Hi All, upon checking on the addon license provided for failover in SDP, all the configuration needed to be on same network. But how to confirm when we want to implement SDP in DC and DR with different network? please share the information if someone
[Term of the Day]:Wearables
Term of the Day “Wearables” Definition — What are Wearables? Wearable smart devices, more commonly known as Wearables. It is any kind of electronic device designed to be worn on the user’s body. Such devices can take many different forms, including
Get a string from description
Hi dears, How I can get a value from description and set it on a custom filed? for ex: a request registered, on the description has like : from [Joe Evian Jayas Pen [HTML invoic](/moyaja/pen/wJCra/).... Invoice #: 101138 Amount Due: $600.00 How I can
[Term of the Day]: SATA
Term of the Day "Serial Advanced Technology Attachment" What does SATA mean? Serial ATA is a standard that determines how data is transferred between a computer's motherboard and mass storage devices such as hard disk drives (HDDs), optical drives
[Security advisory] Vulnerability in AssetExplorer versions 6600 and above
Hi there, This is a security advisory regarding a possible authentication bypass vulnerability in a few REST API URLs in AssetExplorer, which has been identified and rectified. Users of AssetExplorer (all editions) with version 6600 and above might
Disable default request template setting doesn't work
Hi, I set the setting "Disable default request template" to value "Yes" but it doesn't work. Technicians still have this template on request catalog. And the second question - Can i set selected template on "New" button?
Custom Function/Script returns NULL for Request ID
Hello - I"m using a Custom Function/script to send out an email notification to all applicable Technicians when a REquester opens a ticket. Everything is working fine except: id = requestObj.get("id"); It seems as if the ID is not tey "created" by the
can't make a request from the answer
hello. please, help me. can't make a request from the answer if answer was added through the portal. but I can make a request from the answer if the answer was made via mail. I need to make a request from the answer through the portal and through the
[Term of the Day]:DevSecOps
Term of the Day “DevSecOps” Definition — What is a DevSecOps? DevSecOps is a framework that organizations use to manage their development process to include software security assessments as a key component in all stages of the development cycle.
Assigning Users to Tasks
We created a custom Change Control process using the Request to Change template in ServiceDesk Plus. After initial approval of the Request and assiging a Change, we move it to a Task Creation status under Implementation. The Requestor is responsible
[Tips & Tricks] A Change Widget for Technician's to view "Open Changes"
One of our ServiceDesk Plus customers came up with the following requirement, a custom widget needed for the Technician's homepage for Changes. To display all open Changes, so that technicians need not go to the Change tab and view the open Changes, they can
Report Project Status change From History
Hi team. A pleasure to salute you. Is there a way to generate a report that shows the status and dates of changes in the status of a project? And to be shown in the report like this: Thanks and Regards!!
[Tips & Tricks] Benefits of Integrating Outlook Actionable Messages with Servicedesk Plus
This post will deal with the integration benefits that will be really helpful in many environments where the outlook is used. Integrating the two applications can be done with much ease and we have explained the steps to do the same in detail on the link
AD Import - Dept & Site Refresh
Hi, We've just a big update of the department and office fields in AD. We now need to do a been clean up of Department and Site records in Service Desk. What is the best way to do this? I'm going to guess that each current record in those tables has a
Can someone explain to me this LDAPS certificate requirement?
I'm trying to make an LDAP connection from Service Desk to our domain controller ldaps://servername.domainname:636 and when I click Save and Import, I get the following error: FAILURE: Domain Controller saved successfully, but error occurred while trying
[Term of the Day]:Digital Signature
Term of the Day “Digital Signature” Definition — What is a Digital Signature? A Digital Signature is a type of electronic signature, it goes beyond electronic versions of traditional signatures by invoking cryptographic techniques to dramatically
Building the ME SDPPLUS on Azure
We are planning to migrate our SDP Plus to Azure with the latest and greatest. Is there a document that shows what planning needs to be done and also visio diagram showing how uses will be connecting to it as well as if we want to implement 2 factor authentication.
Report
Hi, Please tell me how I can make a report with this 4 columns: ID Subject Requester-Name Requester-Email
Not showing requests to some support groups
Hello There, I want to make it services shown only to some support groups. When I create new service catalog and in the "Associate Support Groups to Template" I choose only the group that I want but I still can see with other support groups when I login
Approve a closed ticket
In our company, we are smaller and send approvals for tickets that we know will be approved and then close the ticket. (I don't make company policies, just do what I am told.) We recently upgraded to 11.2 and found that tickets can no longer be approved
Business Rule to send email
Hi, i want to create a business rule to send email when i have an specific status in the incidents. For example, i have a request in status "open", and when i put in "Closed" business rules detects this, and send an email, with an information from that
[SOLVED] restore failed
Hello After a upgrade failed I try to restore but it failed please find file attached with detail Thanks
Manage Engine ServiceDesk Plus Free Lisans Problem
Hello there, When you register with the link below, a free license is not sent to our e-mail address, we request your help on the subject. https://www.manageengine.com/products/service-desk/help-desk-software/free-it-help-desk-software.html
Report sorted into days delay.
Hello, I am looking for some help creating or modifying a report that will show all open requests , sorted into days delay. I have attached image for reference. Thank you very kindly,
Masterclass 2021 Season 2 - Episode 1: Slash resolution time and automate key desktop management tasks with the ServiceDesk Plus-Desktop Central integration
Ever wondered how to slash resolution times while simultaneously automating key desktop management tasks? In this Masterclass, we'll teach you how to maximize your productivity and stay on top of help desk requests with the ServiceDesk Plus-Desktop
[Term of the Day]: Cybersquatting
Term of the Day "Cybersquatting" What does Cybersquatting mean? The term Cybersquatting, also known as domain squatting and typo squatting -- refers to the unethical practice of registering an Internet domain name and holds it with the motive of reselling
[Analytics Plus] Launching advanced analytics for ServiceDesk Plus' survey module
Hello folks, We're happy to announce that we've launched advanced analytics for ServiceDesk Plus user surveys. Now, you can leverage end user feedback to measure service desk performance and optimize service offerings to ensure better customer satisfaction.
Assets change report
Hi team I need a report that shows the assets that have changed from one user, department or site to another in the last month. Could you help me, please? Service Desk Plus: 10.5 Build 10500 BBDD: MySQL In the results, I should see the field Asset T
Query Report for Non-Close/Cancelled/Resolved Tickets Greater Than 5 days with Specific Value in 'Incident Additional Field'
Hi! I'll looking to create a query report for tickets which are not close, cancelled or resolved, which are older than 5 days with a specific value in the incident additional field. Please help. Warm Regards AA
Switch relationship query
Please provide an query: All switches and routers for which no rack relation is registered.
Requests> Custom View - Shared ticket solution?
We currently have filters set up so that each technician sees the Requests that are assigned to them as well as seeing any unassigned Requests in their Technicians View: Request status is not "Cancelled","Resolved","Completed" Technician is "technicians
[Term of the Day]:Lightning Network
Term of the Day “Lightning Network” Definition — What is Lightning Network? The Lightning Network is a cryptocurrency protocol that works with blockchain technology. Lightning Network was first introduced in February 2015 by Joseph Poon and Thaddeus
[SDF-90833] Change Search Fucntion
HI, Is there a way to change the the search function for the main search bar/box to search solutions rather than templates ? We are using the on-prem version if that helps. Thanks in advance, Barry
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