Request Layout: Checklist
Is this intended that when trying to organize request tabs, checklist is shown twice? Initially I had Checklist sorted as the second tab, after upgrading to v11121 a new checklists tab is shown and Checklist was moved to the end of the tabs. Once I moved this new 'checklists' tab back to second place, the Checklist button appeared correctly.
add attachement v3 api empty response
i'm trying to add an attachement to an existing request through postman and the response sent is empty other endpoints are working correctly,any help? i'll attach the postman request.
[ESM] How to move a request from one instance to another Instance
There could be numerous scenarios where there would be a need to move a request from one ESM instance to another instance. Consider two instances - SDP Helpdesk and SDP Facilities. A user unknowingly submits a request related to SDP Helpdesk in SDP Facilities, in this case, it would not make sense to create a new request in the facilities desk. Hence, we have come up with an HTML script that allows you to move a request from one instance to another instance. Steps: 1. Copy the attached move_ticket_esm.html
Report all Technicians
How I Can get Report all Technicians?
[SDF-44999] Notify requester when note added
Hi, I want to send a notification to the requester when note added to his request. I didn't find any option set this. What should I do? Do you have any solution to solve this need?
[SDF-28063] Add the Group field to problem module
It is simple Add the Group field to problem module
[SOLVED] Requester don't access on "I am looking for a Solution"
the Requesters don't access on "I am looking for a Solution" but they access at solutions tab. service desk version is 11.1 Build 11121 on windows server 2016 with active directory authentication.
SDP and Scan Network
Hi, Where can I read in detail about snmp, ssh, telnet network scanning? What a scanning algorithm, because for the most part these are control protocols
Pasting text into description or email reply displays as image
Hello. We are running ServiceDesk Plus v11.1 Build 11105, Enterprise. When pasting text into either the description field or into a SDP email reply, the text displays as an inline image. This removes any clickable links in the text. We are able to past the text "as text" but then must reformat any highlighting, links, fonts, etc. Example: We often use pre-formatted blocks of text to inform managers of new user's logon credentials. After pasting the block of pre-formatted text, a tech will fill
How to fetch request details from manage engine using C#
How to fetch request details from manage engine from on-premise environment using c# HTTPClient. Is there any SDK or sample code available. Building a WebAPI in C# and consuming V3 manageengine API. Thanks in advance.
[Term of the Day]: Business Intelligence
Term of the Day “Business Intelligence” Definition — What is Business Intelligence? Business intelligence (BI) is a technology-driven process used by the organization to analyze data and business information. It encompasses a set of processes, architectures, and technologies that convert raw data into meaningful information, which provides clear insights to managers and other authorities in strategic decision making. The processed data received through Business intelligence tools can play
Automatically merging tickets with the same subject
Is there a setting to auto merge tickets or do I have to run the script? Thanks.
[Term of the Day]: Cryptojacking
Term of the Day “Cryptojacking” Definition — What is Cryptojacking and how can you protect your devices from this? Cryptojacking is a cyber-attack that allows hackers to use devices such as computers, smartphones, tablets, or even servers without the consent or knowledge of the users to mine cryptocurrencies such as Bitcoin and Ethereum. Cryptocurrency has been on the rise in recent years, so it’s no surprise that cryptojacking is also on the rise as hackers continuously come up with new ways
Old Groups Changed name in Report
I change some Support group name it has been changed. But on Report filter the old names both(new name and changed name ) exist too.. why?
[SD-88920] Error when edit a task and select Milestone
I Created a task on a project When I edit the task and select Milestone and save it, this error appears: Task's parent entity cannot be changed
tree structure for customers
Hi,I would need to modify my "customers" or "requester" by generating a tree structure in order to better manage tickets. eg customer A -> shop 1 -> shop 2 customer b -> shop 1 ... Thanks
[ForYourInformation -27] Multi SLA feature for Service Templates
We have enhanced the SLA feature with "Associate or Add SLAs" for Service templates, the new feature allows us to add more SLAs to Service templates. The requester will be allowed to choose the SLA on Service ticket submission. This feature will play
[DidYouKnow-40] Option given for requesters to select SLA on Service Request submission can be disabled
Multi SLA feature for Service requests was introduced in 11005 builds of ServiceDesk Plus. In this feature, requesters on submitting a Service request can select SLA from the given list configured for the particular service template. You may know more about the Multi SLA feature. Based on our customer needs, we enhanced the Multi SLA feature with the option to enable/disable Multi SLA for requester and technicians. Reference id's SDF-55748: Option to disable the SLA time stamp banner for requesters
Table list header title not change in non-english language
Hi, When we define Portuguese as the default language of the system, the language of all users who have selected the default language is Portuguese, except for table headings. Like my attachments.
Import GL and CostCenter codes?
Is there a way to import a list of GL and Cost Center Codes?
[SDF-87850] Request life cycle associated template
Hello, is it possible in lifecycle template creation to remove in the template list the one that are already assigned to a lifecycle. this would prevent having this error message when trying to publish. we have many template and some of them need another lifecycle. It is a pain to check them one by one or maintain an file to list template already assigned.
[SD-88175] Popular Solutions Widget Error
Hello, We have a problem with using the Popular Solutions Widget on the self service portal in SDP. A user can click into a solution or click the solutions tab that works fine, however the 'search solutions' box always gives a 'You are not authorized to view this page' screen. We are on version 11.119 (note this was also happening in 117 and 118) Is there any fix for this? Thanks.
[Term of the Day]: Risk Management
Term of the Day “Risk Management” Definition — What is Risk Management? Risk management is the process of planning, organizing, directing, and controlling the human and material resources of an organization. Every business and organization faces the risk of unexpected, harmful events which impact on the achievement of specific objectives. They can be either a negative or positive impact. The negative impact represents risks that may prevent the creation of value or even destroy existing value.
[Free e-book] Guide to data democratization
Hello folks, We're delighted to bring you our latest e-book, Guide to data democratization. In this e-book, we discuss the challenges faced by enterprises in handling the deluge of data coming in and suggest several helpful frameworks for democratizing data to facilitate data-driven decision-making.
Asset first assign report
Hello to all, is it possible to obtein first asset assignment (asset and user detail) in a report? Our installation uses SQL. Thanks in advance
[Blog] A Practical Use Case for ESM in HR: Enhancing User On-Boarding
As described in our previous blog, ESM's primary aim is to help organizations improve efficiency, responsiveness to colleagues, workflow, and user satisfaction across departments. As businesses started witnessing and reaping the benefits of ESM, I'm going to talk on how ESM enhances and amplifies the user onboarding process in an organization and how a centralized tool can boost overall efficiencies of an HR department. There are two main reasons an HR team uses ServiceDesk Plus. The first is adding
AutoClose v3 doesn't work?
Hi All, Could you help me to get the below working? https://pitstop.manageengine.com/portal/en/kb/articles/how-to-automatically-close-requests-that-are-in-a-specific-status The issue started with the report itself which I've changed to the following to show onhold tickets that haven't been updated by technicians in a week: select workorderstates.workorderid from workorderstates inner join statusdefinition on workorderstates.statusid=statusdefinition.statusid where statusdefinition.statusname='Onhold'
API Issues
Continually getting the following. No matter what the input string is, no matter how the JSON is formatted, I get this message. I follow the examples to the letter, and no matter what, I get the below message under result /api/v3/requests Example: input_data= { "request": { "subject": "Unable to fetch mails", "description": "I am unable to fetch mails from the mail server", "requester": { "id": "4", "name": "administrator" }, "impact_details":
Problem with updates to 11121
Hello, We have a problem with updates to latest version on Manage Engine Service Desk 11121. On 60% in process of upgrade, update manager return error failure Applying DB Changes , I attach log from update manager. Can you help me with this error?
[Term of the Day]: Cryptography
Term of the Day “Cryptography” Definition — What is Cryptography and what is its purpose? Cryptography is the practice and study of techniques for securing information and communications through the use of codes so that only those persons for whom the information is intended can understand it and process it. Thus preventing unauthorized access to information. Cryptography is a sub-discipline of cryptology, whose meaning is derived from the Greek words “Kruptós” and “logos” meaning “hidden word”.
central server settings in asset explorer
Hi, To distributed assets scan in the central server settings section in asset explorer, what do we need to enter for the domain name and log on to domain? When users of Asset Explorer and Service Desk Plus are imported from Active Directory, I get errors in everything I enter. It is much better if you give an example because help card does not say anything about Log on to domain. Thanks.
headers in request table
there is a problem with my Servicedesk plus in requester portal when language is in browser default mode, Titles are displayed in English in the request table in a non-English language And when requester changes language to a non-English language, will be corrected Our ServiceDesk Plus Build number: 11121 Database: SqlServer
[SDF - 69025] Advanced search for requester
Hi. How can I enable advanced search or default search for requester?
String to translate
in Approve tab this string isn't able to translate! "Auto approved by system since the approver has already approved in one of the previous stages" in all languge it's shows englishe message How I Can translate it?
v11118: FFR Section Based
We're in the process of testing this update and have questions about these enhancements: SDF-62184 : Option to show/hide section based fields in the request form using field and form rules. SDF-69545 : Option to execute FAFR actions at the section level of the request form. Where are these located? Is there any documentation in the Admin guide?
[Term of the Day]: Kerberos
Term of the Day “Kerberos” Definition — What is Kerberos? Kerberos is a network authentication protocol designed to provide strong authentication for client/server applications by means of secret-key cryptography. The authentication is based on tickets used as credentials, allowing communication and proving identity in a secure manner even over a non-secure network. Kerberos was initially developed by the Massachusetts Institute of Technology (MIT) for Project Athena in the 1980s. The protocol
“The State of ITSM in the COVID-19 Pandemic” survey report
Hi there! We hope you’re safe and healthy. The pandemic triggered the workforce’s rapid migration from offices to home-based work environments. This effort was largely driven by IT teams like yours. Your team has likely tackled various challenges and overcome gaps to establish a productive remote work environment. To better understand the implications of the pandemic on ITSM, we decided to gather insights via a survey, ultimately receiving responses from over 500 IT professionals around the
Allow users to switch their Site when filling out a request
Hi everyone using build 11120 is it possible to allow an end user to change the site the request will be for? We have a handful of end users that work across multiple sites and we cannot use the AD site from their user profile for approvals or routing. However, the users are savvy enough if we give them a drop down they can set on a template they can accurately pick which site the request is for, however, this field appears to be grayed out for end user and only links to what their AD account matches.
[Tips & Tricks] A simple guide on text formatting toolbar
The purpose of formatted text on an email or ticket reply is to enhance the presentation of information. Good formatting distinguishes different parts of your text and helps viewers take in your message. You can apply formatting on every element of the content, from a single character to an entire paragraph. Body text needs to be readable and easy on the eyes. Headings should be big and bold, and they should also be consistent throughout the document. Important lines need to be highlighted. Quotes
SSLv2 enabled on port 9000 but should not be
I have deployed the AssetExplorer agent as part of our ServiceDesk Plus system, I disabled all protocols except for TLS1.2 as seen below. Agent version is 1.0.32 I saved and downloaded the agent and deployed it, and you can see on the clients the registry options look to be OK per what I setup in SDP for the agent. However, my vulnerability scanner (Nessus) has detected SSLv2 (only) enabled on port 9000 of our clients now. I confirmed by using OpenSSL client to test: And it fails on SSLv3 and all
Next Page