Endpoints and IT operations management seminar [Online]
Greetings, Over the past few months, the IT industry has been subjected to several "new normals," and there have been major changes in how IT teams operate. When the pandemic started, organizations supported remote work and modified their system to accommodate
Notes behaviour vs. Comments behaviour
We'd like to see the same functionality that users see in Task Comments in Request Notes: - ability to notify multiple people - drop down search for users - ability to keep the Task assigned to the same person without having to reassign to another tech so they can be notify/view the Note Like to also see the ability for technicians to be able to reply back, through their email client, to a Note or Comment notification.
[Tips & Tricks] Restrict editing approved or approval waiting requests
Dear Users, Good day! We have come up with a Business rule negate script restricting any edit operation on an approved request and this should help restricting technicians from editing approved requests. This can be accomplished by FAFR, however, technicians can still be able to edit a request from ServiceDesk Plus mobile app or via an API call as FAFR scripts are client-side scripts. Let's consider this scenario: A request has been approved for a particular software/asset (or any item for that matter).
[Term of the Day]: Benchmarking
Term of the Day “Benchmarking” Definition — What is Benchmarking? Benchmarking is a process of measuring the performance of a company’s products, services, or processes against those of another business considered to be the best in the industry,
[Blog] Benefits of managing ITAM and ITSM together
ITAM: The acronym of ITAM is "Information Technology Asset Management". In simple words, ITAM comprises of IT asset tracking and IT asset management. ITAM is a set of best practices that allows your IT team to manage, control, and protect all IT assets
API v3 REST - Add WorkLog is broken after update.
MESD version 11.1 build 11121 Here's my code that has worked up until this build: $input = @" { "worklog": { "request": { "id": "$RequestID" }, "total_time_spent": "300000", "technician": { "name": "TECH NAME" }, } } "@ $header = @{TECHNICIAN_KEY=$ApiKey} $params = @{input_data=$input;format='json'} $Uri = $SdpUri + "/api/v3/worklog" $result = Invoke-RestMethod -Method POST -Uri $Uri -Headers $header -Body $params -ContentType
Service Desk Plus prompting for license renewal
Hello I have been using Service Desk Plus in free mode for some time. A few days ago, it was asking for a license renewal which came as a surprise, since we had been operating in the free mode since installing. My colleague had added an additional technician to test some stuff (pushing it to 6), so I'm assuming this is why it was asking for a licence. We've since removed the 6th technician, but it's still asking for a license renewal. Will this revert to the free license mode once the timer runs
[SOLVED] AD Import / Change - New Department Created under default
We have multiple sites and each site has it's own set of departments, which I have defined and associated to each site. We have made sure that each AD user object contains the correct department name to match the ManageEngine Site/Department. When we
[Term of the Day]: Underpinning Contracts
Term of the Day "Underpinning Contracts (UCs)" Definition — What is an Underpinning Contract? In an IT support environment, every support group, vendor (or) third party and so on work under a certain time contract based on the priority of a task.
[ForYourInformation -50] Restrict Concurrent Login Sessions
It's a common request or recommendation that a web application does not allow a user to have more than one session active at a time. There are numerous reasons for preventing concurrent connections. One most common reason is to keep user accounts from
Install on linux console for standard free gets your enterprise trial
I have installed on ubuntu 20.04 selecting the Standard Free version, but it keeps coming up as Enterprise Trial when run. Is this a known bug in the installer? How do I work around it? I tried selecting Professional Free and that worked fine.
integration sccm with sdp
Hello What happens if we integrate sccm with sdp and add the scanned list of sccm workstations to sdp, then install aget sdp on the workstations? agent scans will be overwritten on sccm scans or agent scans and sccm scans recorded separately in SDP? Regards
[DidYouKnow -12] Bulk add pick-list values
Hello folks, Adding huge list of values to a picklist field has always been an exhausting process. With ServiceDesk Plus, we can now bulk add a huge list of values effortlessly. Just open a request template, go to "New field" available on the left pane, drag and drop a picklist to the form and click bulk add and paste the values. Values can also be sorted in ascending and descending order. Description content of the field can also be copied as help text for the requesters. See attachment to know
[SDF-90633] customize fields on the "Import from Active Directory" page
Hello I want to customize the First Name, Last Name, Middle Name and Display Name fields on the Import from Active Directory page. Is this possible? My scenario is that when users change their Display Name in the program, each time the data is synced from Active Directory via the schedule, all the information returns to its original state, and the Display Name changes to the field Display Name in Active Directory. Is it possible to customize the Display Name field in the new version of your software?
Service Desk Plus custom report add columns
Hello, I need to create a custom report for one customer. Could I add other columns in Service Desk Plus custom report? Thanks
Updates to the Problem Module
Hi SDP Team, I hope all are staying safe and healthy. I have some recommendations for the Problem Module, which we are really trying to take advantage of but which is still not quite meeting our requirements. Create an Icon for an Incident Associate with a Problem: I believe I might have submitted this a few years ago, but it still applies: Challenge: During an outage, we can be flooded with requests that we would like to associate with a Problem Ticket (and we're in a hospital setting, so this
[Term of the Day]: cURL
Term of the Day “cURL” Definition — What is cURL? The name cURL stands for (client URL). The free software cURL is one of the oldest and most popular open-source projects. cURL is a cross-platform utility means you can use on Windows, MAC, and UNIX. All new macOS and Windows machines come with native cURL installed, so you do not need to put in any additional effort to start using cURL. Some older Operating systems may need manual installation for it to function. cURL is object-oriented
All Requests Report with first Group and Technician assignment
Hi, I'd like to get a report that shows after what duration tickets have been assigned to a group the first time and to a technician the first time in two different columns. The report should consider the business hours defined. More or less what is shown in the history "Time Elapsed Analysis" in the bars "Group" and "Technician". The list should contain the following attributes in addition: WORKORDERID, RequestTypeDefinition.Name, PriorityDefinition.PriorityName, TITLE, CREATEDTIME, RESPONDEDTIME
[Term of the Day]: Routing Information Protocol (RIP)
Term of the Day "Routing Information Protocol" Definition — What is Routing Information Protocol (RIP)? The Routing Information Protocol, or RIP, is a distance vector protocol that uses hop count as its primary metric. RIP is used by routers that dictates how data should be shared between a group of individual networks, otherwise known as the Local Area Networks. Its primary functions are to, 1) determine the most efficient path when sending data along the network and 2) prevent routing loops.
ServiceDesk page not responding every day in the evening.
Dear all, Every day application in the evening stopped working and displaying just blank white page (and still loading with no success) 11126. Service is running. A workaround is to restart the service everyday in the morning. Any information in log file. Configuration : Windows and MSSQL
Chased Incident Marker
Is there a manual marker, or way of calculating, how many times an Incident ticket has been chased by a user?
Worklog query across Changes and Requests
Hello, I need a report of all worklog entries entered last month across all our modules: Requests, Projects, Changes. Columns: Time Spent Technician Time Spent Start Time Time Spent End Time Time Spent Description Contract (this is a Worklog additional field) I am hoping to turn this into a scheduled report to run on the first of each month, so the report would need to dynamically calculate the date-range for the report (prior month). Any help would be appreciated.
SDP- Default resolution in Incident Templates - What does it do?
Hi, In SDP, when creating a new Incident Template there is an option to provide default resolution. But once provided, it's not displaying anywhere in the request once it was submitted by a requester using that template. How exactly this feature is used? Thank you, Miron
godaddy wildcard ssl for SDP
Hi i have a wildcard ssl certificate which is not in .PFX format , how can i add it to ManageEngine SDP i couldn't find a solution for this please help.
Moving IT Assets
Is it possible to move IT assets? I have several laptops that were placed in the "Desktop" tab under IT Assets, but I need them to be moved to the "Laptop" tab.
[Tips & Tricks] ServiceDesk Plus built-in scribble pad can save you time everyday
Hello folks, Scribble notes are always fun. Aren't they? At work, it can be really effective and helpful to take quick notes or remind us of important things. ServiceDesk Plus built-in Scribble pad is an omnipresent feature as it can be accessed from anywhere within the application. Each technician will have their own personalized scribble pad and would not need to save what you have written, just one click opens the scribble pad and close it once you are done with taking down the notes. The content
SDP - Mark request In Progress after requester reply
We recently started using the RLC functions and we are noticing a small issue in our SLAs and timers. We have a "Need More Info" status, the timer stops while we wait for a reply from the requester. We have also been using colors to assist with knowing what we are supposed to be working on. If the requester replies and the color & status stay the same, the support team is missing that they are supposed to start working on it again. I know there is a red envelope but that is not catching their
[SOLVED] Self service Portal - Customize the Request a Service icon, HTML customization
Is there anyway of rewording the content within the Request a Service icon? Ideally I would like to change the words 'I need something New' with something else? I've clicked on edit but cannot see the option to update this. Thanks.
[Term of the Day]: Depreciation
Term of the Day “Depreciation” Definition — What is Depreciation? Depreciation is the systematic reduction of the recorded cost of a fixed asset. In business accounting, depreciation is a method used to allocate the cost of a purchased asset over a period of time, the asset is expected to be of use until the value of the asset becomes zero or negligible. Example of Depreciation: Let's assume that a business purchases a Computer with a cost of $10,000 and it is expected to be used for 5 years
Error when trying to view Asset History
We are getting the following error when trying to view Asset History. "Sorry an error has occurred" What is the fix for this? Build Information Your Version : 9.4 Build 9414
Log weekly hours of technicians based on time logged in
I'd like to generate a report that gives us the total hours our technicians are logged in to the service desk console. Preferably broken up by day with a full week total. i.e. Columns: Technician Name; Sunday Hours; Monday Hours; Tuesday Hours; Wednesday Hours; Thursday Hours: Friday Hours; Saturday Hours: Total Hours Database is PostGRE Thank you for any assistance you can give. Daniel
Change ID column in Request View and Request ID column in Change View
It would be very helpful to see the Change ID associated with a Request as an available display column in the Request View. This would be the same as the current Project ID column. Also It would be very helpful to see the Request ID associated with a Change as an available display column in the Change View. Anyone else agree? Give it a like so it can be added to the feature queue! Would save a) editing the subject line of a request to include the CID# or b) drilling into the request to look for
[Term of the Day]: Service Oriented Architecture (SOA)
Term of the Day "Service Oriented Architecture" Definition — What is Service Oriented Architecture (SOA)? SOA, or Service Oriented Architecture, defines a way to make software components reusable via service interfaces. These interfaces utilize common communication standards and work seamlessly with each other in such a way that they can be rapidly incorporated into new applications without having to perform deep integration each time. When businesses flourish, they often add new products and
Multiple Languages
Is it possible to view ServiceDesk Plus in English and Spanish? We have teammates that only speak one language and this is causing an issue with our Spanish speaking teammates. I installed ServiceDesk Plus with English.
Report for requests assigned to a group (regardless if transferred to another group or not)
I would like a report that tells me all the requests that have been assigned to a group, whether they have been transferred to another group or not. We are trying to run metrics on our tier 1 support group but if tickets are transferred to other groups, we are unable to collect that data with the canned reports.
AssetExplorer - SNMP trouble with Cisco Switch
Hello Guys, Anyone had troubleshooting experience to share regarding SNMP communication between AssetExplorer and Cisco Switch ? I have AssetExplorer 25node version running on a VM and trying to get information from Cisco switch. Cisco Switch Model : SG350-52P SNMP service enabled RO community string configured, version 2, running on UDP port 162 added the IPv4 address of AssetExplorer into Cisco switch I have already added an entry under AssetExplorer > Cred Library with correct string and port
Removing a ticket Approval?
Hi, I was wondering if there was a way to revoke an approval that is no longer needed? Thanks.
add software to workstation
Hello "add software" does not install software on the workstation, so what happened when we added software to a workstation? Regards
Search tickets based on criteria via Powershell API
I want to search through tickets based on certain critera (see below) and output the ticket number/subjects at the end. I'm getting hung up on the subject line, as I want it to be based on finding duplicate names inside. How could I go about doing this? Search criteria: -status: not closed -and not resolved -group: Helpdesk -requester: HR -subject: contains the same usernames (can use regex to filter the subjects if necessary) For example (assuming tickets below meet status,group,requester criteria):
Field & Form Rules Issue
Dear, I want to create a dropdown list for different groups .. for example : Access to ERP - Access to the Server once the user click Access ERP should the group change to ERP. Also when he click to Access to the server the group will be change to system admin. I tried to used Filed and form rules but it is not working.
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