editing built in views
Hey how do you edit built in views? for instance, "all my requests" shows closed requests. So i want to not see closed requests obviously! Sure i can make another view, but if i change the default, then all users in the company get the correct view.
Notification On Final Approval
Some of our forms have two or three stages of Approvers. I'd like to set up a custom trigger to send out a department email when a request is Approved, but ONLY when it's the final approval. Testing it has shown me it will send out an approval on every
http to https redirect instructions do not work for 11202
Hi! I upgraded to 11202 last night and put the following line in the server.xml file as usual and restarted the service but http to https redirection still does not work. Please help: <Connector port="80" redirectPort="443"/>
Self-Service Customization
Hi On the below post Michael mentions a potential new feature to include the option to upload images and text from the UI. https://pitstop.manageengine.com/portal/en/community/topic/self-service-portal-customise-the-request-a-service-icon "Charles, source
New Integration "Actionable messages in Outlook" does not work as per the documentation.
Hello All, I am trying to integrate the new feature incorporated with new ServiceDesk Plus standard edition application that is : Actionable messages in Outlook". I have followed the document https://help.servicedeskplus.com/outlook-actionable-messages
Powershell Script to add a user to an Azure group inside SDP
Does anyone have a powershell script that takes the user from a ticket and then adds that user to a specific group in Azure?
[QUIZ- 1]: Handling Critical incidents
From now on, our Virtual Meetups will include a quiz as an additional activity. After each meetup, we will be sharing the recording of the session and a questionnaire. You can check out the recording and take the quiz to brush up on the topics covered.
How to extract certain string from the Description field and set the string in another field
Hi all, I am new to ME and my vendor had set up ME service desk to receive email from another system and then automatically create a request/ticket. I wanted to automatically extract certain information from the email and populate a field in the request
[SDF-84057] Trying to add last post to a template for ticket has been re-opened
I'm trying to update the template we use for the email notification for when a ticket has been re-opened to include the email/comment that reopened the ticket. I've been looking at the $ variables and been unable to find one that looks correct. Thank
[Blog] The Effectiveness of Multi-Channel Support for your Employees and Customers
Nowadays customer experience and employee experience are looking more and more similar. Evolving consumer experiences are shaping employees’ expectations for work experiences. Employees increasingly see themselves as customers of their employer, and the
[SDF-66785] ServiceDesk Plus - Project Management - Attachments on comments
I have noticed in Project Management you can now insert images, videos and links, this is great! I was hoping we would also have an ability to attach and attachment to the specific comment. Currently if there is an applicable attachment to the comment
Not accessebile through ip:port
I have installed service desk plus on my computer the standard version but can only log in on the local host. I can't seem to login from another PC using ip address: port number.
Exclude Tech From Query Report
Hi All, looking forward to your valuable help to instruct about how to exclude specific technician from a query report that i generate it using "MSSQL" to get the status of mainly violated tickets. The following is the current query: and if possible
After Update to 11202 we not able to add Approval person in Change
Good Day Before this version 11202 we was able to select CAB users for approve change For right now in this page: Approval Appears message: No Approvals Levels Configurated and there is no single button to add this Levels How to add levels now ?
[Blog] The 4 key elements of modernized ServiceDesk
Choosing the right ServiceDesk for your organization can be challenging. There are abundant software and umpteen of potential features to consider. We tend to get caught up in the excitement of assuming how all of those features might help to build a
[Term of the Day]: PPC Marketing
Term of the Day “PPC Marketing” Definition — What is PPC Marketing? Pay-Per-Click Marketing is an online advertising model that has been designed to drive traffic to websites. Advertisers pay a set fee every time internet users click on a PPC. This
[SDF-30444] Can we PLEASE get an 'add image' button?
Hi PLEASE PLEASE - can you please enable the 'Insert image' button to the reply template control? You have it elsewhere on the same control. Thanks in advance! Stay safe!
Reports not working: MSDP 11.1 Build 11135 on Centos 7
Hello, cannot generate custom reports or any reports at all. Here is error from serverout0.txt when triggering report generation: [09:37:29:168]|[04-28-2021]|[SYSERR]|[INFO]|[42]: java.lang.NoClassDefFoundError: Could not initialize class net.sf.jasperreports.engine.util.JRStyledTextParser|
Tagging or Labelling tickets
We're looking for a way to “tag” bugs & feature requests with certain product modules or areas so that we can better track duplicates and organize related issues together. I don’t think adding more sub categories would really work since we're already
[Term of the Day]: WORM
Term of the Day "WORM" What is WORM? WORM, the acronym for Write-Once, Read-Many, is a data storage technology that allows critical information to be written and prevents modifying and/or erasing information accidentally or deliberately after it has
Workstation asset assignment not correct
Version: 11.1.0 Build 11130 Desktop Central is being used to scan workstations and ServiceDesk is using the APi integration to bring the asset inventory into the SDP CMDB. When looking at the asset details, the hostname and ip address for the asset are
[SDF-49372]Identifying Managers from all Users
Hello, With the import of users from AD, the "Manager" field is mapped to the "Reporting To" field in SDP. Is it possible to utilise this field to generate a custom User Group containing managers only? I cannot see any way to do this as the custom User
Allow Access-Control-Allow-Origin for Custom Menu
Hi, I want to create a custom pop-up menu for create issue in our issue tracker (Not JIRA). I need to call APi by javascript library like axios, but unfortunately I get error "Allow Access-Control-Allow-Origin". I see this post and follow this instruction
Outside of the Sites/Departments functionality, is there a way to give a requester access to other tickets?
Based on a post here from about 5 years ago, I now understand that I can assign requesters to a site and a department underneath that site. I can then either give them the ability to see all their department's tickets or all tickets that are part of
[What's Cooking] Upcoming new features and enhancements - April 2021
Dear users, We are glad to inform you all that the following features will be released in one of the upcoming service packs. Change Workflow Create a complete change life cycle, along with its stages, conditions, switches, notifications, approvals, and
[Term of the Day]: Prosumer
Term of the Day “Prosumer” Definition — Who is a Prosumer? The term "Prosumer" has transformed from meaning “Professional consumer” to meaning “Product and Brand Advocate.” Earlier, this term was used for a person who consumes products as well as
Work Log Report
I notice within service desk, we have the option to add work logs to the requests when posting a resolution, BUT the only way to view that info is to go through and view each request and write it down, i think it would be very helpful to have the work logs added to the report list so we can run a custom report and have it pull up work logs say in a certain date range? because the option is there to print the time on the ticket but that is just how long it was open, not how long if was being filled.
[SDF-90799] HOW: see only MY requests and UNASSIGNED
good day. how can i access UNASSIGNED tickets? I would like to see only MY requests and UNASSIGNED
API V3 - Unable to query requests
Hi, we're trying to get all requests based on certain criteria via the V3 API web services. I can successfully query it using PostMan but not C#. PostMan allows to export code for various languages, including RestSharp which uses C# and .NET. I've also
Missing "canceled" status in bulk edit mode
I have 100 requests which I'd like to cancel (duplicate tickets created by an integration) in bulk edit mode. The "canceled" status is not available in the drop down box, however it does exist in Help Desk customizer and in individual tickets. I was
[Term of the Day]: RFID
Term of the Day "RFID" What is RFID? RFID, the acronym for Radio Frequency IDentification, is a form of wireless communication that uses radio waves to identify and find objects. These radio waves transmit data from a transmitter (tag) to an RFID
Linux Standard Installation problem
Hello. I installed Standartd editon to my personal server via console, but when i checked the installed system i saw that is Enterprise Edition... I reinstalled again via GUI and when i checked the system info I saw that is Professional... I reinstall
Is there a way to restrict what requesters can view certain service categories?
We have applications that are only used by certain departments. We would like to have requests in the service catalog related to those applications be hidden from requesters that are not in those departments. Is there a way to accomplish this?
API - Creating a new request with attachment(s)?
Hi, I can create a new request by POSTing to the API at http://<url>/api/v3/requests - But is there any way I can create it with attachments? I tried naively POSTing a multipart request with files in the body: I didn't get an error and the ticket was
[SDF-35886] Feature Request: Customize Reply Templates (Groups)
Instead of adding multiple templates for all Technicians to view, and sort through, we'd like the ability to filter reply templates based on specific criteria (ie: Support Group, Category, etc..). Also the ability for Technicians to create and modify templates via permissions. This would take some strain off the Administrators to copy and paste reply templates.
technician report
hello i need a query to export the technician list with all it's details
[Term of the Day]: GIGO
Term of the Day "Garbage In Garbage Out" What is GIGO? GIGO, the acronym for Garbage In, Garbage Out, in the context of information technology, is a slang expression that implies the quality of the output is a function of the quality of the input regardless
Service Catalog Shortcuts in other Service Categories
We have a large service catalog and our ecosystem contains a number inter-connected products and services that are distinct service categories but, because it isn't always clear from the end-user which system might be affected, sometimes they have issues
Transitions
Hi, When clicking transitions I have created they used to automatically update/change after being clicked. Now I have to refresh the page to move on to the next available set. Am I missing something here?
Edit permission in Change Roles
Does the edit permission functionality for the various stages of a change role actually work in the current version? Approval permission is working exactly as I would expect when I assign a role, however, edit does not seem to do have any effect. I have
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