[Term of the Day]:Poof of Concept
Term of the Day “Poof of Concept” Definition — What is PoC? The term Proof of Concept (PoC) sometimes referred to as Proof of Principle. It is the best possible way to start your ideas when you just have a wish list or an initial vision. In general,
How I can work with Additional Fields, type pick list in scenario in template rules
Hi! In Incident Templates on the tab rules fields and forms I can use scenario. I have Additional Fields in incident, type pick list. How I can work with it? Example: Additional Field: listOfMyThing=["one","two","tree"] API name udf_pick_35 Column
Copy/paste images doesn't work on Chrome
Dear all, Copy/paste images doesn't work on Chrome. On IE, there was a pop-up the first time I tried to paste an image. I accepted it and it's working. On Chrome I don't recall such a pop-up and it's not working. How can I solve this? Regards, Afonso Sá
Performance issues with different functionalities
Version: 11.1.0 Build 11130 We are experiencing performance issues with different parts of the application. Users are unable to submit some Service Request Templates, while other templates function normally. The Service Requests that are not submitting
Role to asset acess
Hi, We have several technicians, each with a small warehouse of equipment - we want them to have access only to their own assets in Amin-->Roles I Create a role, but isn't "Assets" on this option "All in group & Assigned to Technician [Requests, Problems
[Term of the Day]: Hybrid Encryption
Term of the Day "Hybrid Encryption" What is Hybrid Encryption? Hybrid encryption is a method of encryption that incorporates both asymmetric and symmetric encryption to take the best from both of these methods to achieve enhanced security. Both symmetric
Send e-mail notification to technicians when "Unknown Request" created
Hi, I would like to get email notification when "Unknown Request" created. When an unknown user send a message to the service desk email address the system create a request but im not notified about and the request shown in the "Unknown Request" only.
[SDF-30504] Ability to select more than 1 attachment
When sending a reply, or attaching documentation (files) to requests, changes, replies, forwards, etc. we are limited to selecting 1 file at a time. This is can be time consuming because you have to go back and drill into the location to select multiple files separately. Technicians are resorting to using their own email with all files attached, having the helpdesk as a CC: so the correspondence is recorded. But this doesn't help if you want to see it in changes, or as an additional attachment to
UnicodeEncodeError can't encode u2019
I'm using a custom trigger to send an email notification when a request is assigned to a specific group. The trigger works some of the time, but if the request description contains an apostrophe, then I encounter this error: Traceback (most recent call last): File "sendemail.py", line 93, in <module> q=sendMailAndGetResponse(configuration,message) File "sendemail.py", line 50, in sendMailAndGetResponse smtpObj.sendmail(fromAdd, toAddList, message) File "D:\python\lib\smtplib.py", line 855, in sendmail
Set up business rules criteria
Hello Can someone please assist me or help me on how to set up business rules Scenario ( Upon creation ) Requester will create a request under category "Computer" Actions: This will be assign to group 1 ( Editing the request ) Assigned technician will
Restart Servicedesk via Deluge
Hi, Is pooisble Restart Servicedesk via Deluge?
Change Management - history of status changes made on a change request
SELECT chdt.changeid "Change ID", chdt.title "Title", orgaaa.first_name "Requested by", ownaaa.first_name "Technician", Longtodate(chdt.createdtime)
Permissions
Until now the role based permission structure has met my organizations needs; however, recently I have been challenged with Non-IT groups who want to also use ServiceDesk. One group wants to limit access to tickets owned by their group. There is no elegant way for me to accomplish that without limiting all the other groups permissions to see only their own groups. If they need to see another groups tickets I would need to also add them to that support group. This is problematic because I want the
[Term of the Day]:Minimum Viable Product
Term of the Day “Minimum Viable Product” Definition — What is MVP? MVP is an abbreviation for ‘Minimum Viable Product’. It is the launchable version of a product that contains enough basic features to function and satisfy early adopters in the market.
inlineimages
I have a strange one. We just noticed that any ticket that has an image in it's resolution, won't save the image in the resolution area once the next ticket is created. The images are stuck in the C:\ManageEngine\ServiceDesk\webapps\ROOT\inline\WorkOrder
Query needed for projects with no dates
I need to build a report that will provide this detail shown below. I tried to build a custom report (tabular) but the custom report date filter does not allow enter a blank for dates. I am specifically looking for projects created that do not have Project
Excluding IP from a netwrok scan
Is there anyway to exclude a specific IP address from a network scan for instance. if you where to scan 192.168.1.1 - 192.168.1.254 is there anyway to exclude say 192.168.1.22 without having to define two network scans and split them up at 22.
What query parameters in AssetExplorer would pull hardware information (e.g. monitor, mouse, etc.) as well as licensed software (e.g. Foxit PhantomPDF, QuickBooks, etc.)?
The default reports in AssetExplorer don't seem to pull the hardware information we need for insurance purposes (e.g. mice, monitors, etc.) and I'd like to include licensed software for auditing purposes, so I believe I'm forced to create a custom query
[Term of the Day]: FTA
Term of the Day "Fault Tree Analysis" What is FTA? FTA, acronym of Fault Tree Analysis, also known as Fault Tree Diagram is a systematic approach used to determine the various combinations of hardware and software failures and human errors that could
[Community Digest] ServiceDesk Plus - March 2021
Here's the roundup summary for the month of March 2021! Version and Build releases: 11141 (Released on 12th March 2021) 11142 (Released on 26th March 2021) Some prominent and most awaited features have been released with these service packs. Check our ReadME article
SDP Optimization
Good Morning, Is there anything you can do to optimize SQL or SDP? I see that it is not as responsive as it used to be. I've looked for some guides, but many are really many years old and I don't think they are still valid
Get Ticket details
Hi, How I can Get Ticket details via custom trigger. I need this details of ticket like: ID Technician Name Requester Name Requester Mobile Number Title Description
Active Directory sync - No technicians
Recently changed my Servicedesk setup to enable AD integration. Now, AD is working, but I no longer have any technicians, and I can't log in as local admin to disable the AD integration. Using some info I've found online, I've been able to get into the
Service Desk On-Prem Implementation Guide (Requests, Incidents, Tasks)
Hi All, Newbie here... We have been using Service Desk for Asset Management for a few years now. We are now ready to start deploying the Help Desk module. I am struggling to find an A-Z guide for setting up all of the various components. I have the
Report Needed - Missing Worklogs
Hi, is there a way to get a list of tickets e.g. last month with has NO worklog? Basically someone worked on a ticket, close/resolved it but forgot to fill out a worklog? Cheers, Per
[E-book] 10 secret strategies to supercharge IT reporting
Hey there! Far too often critical insight goes unseen and unused without the right reporting strategies. Download our e-book to discover reporting strategies and learn how to build reports that fuel growth.
[Term of the Day]:Voice User Interface
Term of the Day “Voice User Interface” Definition — What is VUI? The term Voice User Interface (VUI) is a speech recognization technology that allows users to interact with a machine (like Laptop, IPad, Mobile devices, etc ) with voice commands.
Can i set two SLA for incident template ?
Hello, Is it possible to set two SLA in one incident template ? Scenario I will create a request with 2 hrs SLA base on category next it will be assign to the support group who will analyze the incident and will set the sub category where is 1 day SLA
Append Email Conversations to Multiple Tickets
Hi, we do know that in order to append email conversation to a ticket, we will have to input ##RequestID## in the email subject. What if we would like to append the conversation to multiple tickets using a single email? We tried to input in this way:
Create a "Hidden" field in the template. and manage it through "fields and rules"
how can I Create a "Hidden" field in the template. and manage it through "fields and rules" ? rULES: When we create a ticket and select this template, our rule works as expected. BUT: However, when viewing the application, this field is displayed: (((
Top ten requesters
Need report: Top ten requesters, to see who's the most problem user ;))
[SOLVED] query report in ServiceDesk Plus cannot show decimal
Dear SDP Plz help me this issue. I have a query report in tab report : SELECT Count(std.STATUSNAME) AS "Tổng yêu cầu hỗ trợ", sum(Case std.STATUSNAME when 'resolved' then 1 when 'Closed' then 1 else 0 end) AS "Số yêu cầu đã hoàn thành",ROUND((sum(Case
[Term of the Day]:Bare Metal
Term of the Day “Bare Metal” Definition — What is Bare Metal? The term Bare Metal refers to a system without a base operating system (OS) or installed applications aka Bare Machine, is a computer/server that can be programmed to execute instructions
What is the FTP site releases address?
HI I need to update from version 11141 to version 11142. I used to have the manage engine web site address to download (FTP) just that specific update. Is that site still available?
Remove "Configure your MS SQL settings..." banner
Is it possible to remove the blue top banner in servicedesk that says " Configure your MS SQL settings for optimum performance. Know more Due to limitations in our environment we can not enable RCSI so this banner is just disturbing our users. Noted
Randomly Email notification not working for Ticket Creation and Assigned
Randomly Email notification not working for Ticket Creation and Ticket Assigned to technician Help Desk Software by ManageEngine ServiceDesk Plus | 11.1
Start Mail Fetch via SQL or Command LIne
Is it possible to start mail fetching via SQL or Command line? Since its not possible to limit the level of access one has as an admin, i'd like to be able to write a script that i could have some power users execute if mail collection stops.
Exception while trying to send notification for Request ID : 3 Mail sending failed.
Hi Friends, I need your help I am getting below error when i try to close the ticket. Kindly help me to solve the issue. Thanks.
Different reply templates for different support groups?
My org is running SDP 11.0 and we have different support groups for different internal teams. Currently we have a global reply template, but we have a need to use different templates for each support group. Is it possible to customize this such that
How do you modify the default filter view for requests?
When your on the Requests tab and you look at the Filter's, there's alot of filter's to choose from. My issue is the technicians in our group keep choosing the wrong filter and thus it's preventing them from seeing the correct queue information. I want to make it so that only certain views can be used so this can't happen or make it so there is a default filter their applied automatically that doesn't cause this issue. Also,FYI, I created different status fields such as "Part on Order", "Escalated
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