[SD-88056] Cannot paste pictures into description or notes in Chrome
Hi We upgraded from 9326 to 9420 and now we can't paste pictures from clipboard into description or notes. When we paste it in the description when creating a new request the pictures ends up in the solutions box. In notes nothing happens. This behavior is is only when using Chrome, in IE it works as it should. Is there a way to make this work or could it be fixed in future updates? Best regards Robert Lundgren
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[Term of the Day]: Personally Identifiable Information
Term of the Day “Personally Identifiable Information” Definition — What is PII and its purpose? Personally Identifiable Information (PII) - Is any information (eg: Passport information) that permits to uniquely identify, contact or locate an individual, or can be used in a tandem with other relevant data (e.g., date of birth and race) to uniquely identify a person. The concept of PII has become prevalent as information technology and the Internet has made it easier to collect PII leading to a
Hide fields on Asset Import Screen
Is it possible to hide some of the drop down fields on the Asset Import screen? I know it wasn't an option a couple years ago but with Page Scripts maybe it's possible now? There have been times where the incorrect drop down is selected for the import. I'd like to try to hide all the drop downs we don't use at all, which is about half of them. I've included a screenshot fo reference.
[SDF-41513] Is it possible to notify requestet when new task inside request is created?
Hello Is it possible to notify requester when new task inside request is created? I want to notify requester when new task inside request is created, and include task name and technician name. Thanks!
To Notify particular mail id when ticket is created with particular subject line
Hi Team, When ticket is created from specific subject line we want to send notification mail to particular mail id (who is not a technician) Please suggest us
Search Requester List: Shows only Technicians
Hi, One of our technician were not able to create new Incident on behalf of the Requester, because everytime he tries to select Requesters from "Search Requester List", it only shows name of the Technicians of the Support Group where he belongs But if an Admin like me will create New Incident on behalf of the user, I was able to see the list of Requesters (not only Technicians). I checked the Role and couldn't find any related to this. Appreciate your help.
Any option to associate incident request purchase request
Hello, Any option to associate incident request purchase request, currently i cant see any such kind of options in Manage Engine service desk plus- Ver:11.1 Build 11115. Please let me know if anything can be done to fix this. Thanks , Sajin
[Blog] 11 IT ServiceDesk Tasks that should be automated to boost performance and quality
In this blog, you’ll learn 10 ServiceDesk tasks that IT techs. spend time doing day-to-day which can be simplified, automated, or even completely eradicated by bringing a fully-capable ITSM solution to play. 1. Routing tickets to the right people: How often do your techs. get assigned to tickets that should have been assigned to someone else? How much time do techs. spend every morning triaging and routing new issues? Not only it wastes your team time, but it also lengthens response and resolution
Field and Form Rules in Database
Can you please provide a query to allow me to query field and form rules for templates in the database? I need to be able to document what I am building in our qa service desk system, so I can rebuild it properly in prod. Documenting the field and form rules is incredibly painful. If I could pull from the database, I think that would help quite a bit. @Database Name = Microsoft SQL Server@ @Database Version = 13.00.5026@ @Current Build = 10013@ @32 / 64 bit installation = 64@ Thanks! Joanna
Assign Incident tickets that are associated to a Problem to the Problem owner.
Assign Incident tickets that are associated to a Problem automatically to the Problem owner. We had this feature in our previous ticketing system and would prefer to have this functionality back.
[Term of the Day]: Thin Client
Term of the Day “Thin Client” Definition — What is Thin Client? The Thin Client is a lightweight computer, sometimes called a lean client. Thin Clients are viable alternatives to regular PCs. It may have very limited resources of its own. They do not have hard drives, auxiliary drives, and I/O ports. Since they do not have hard drives, thin clients do not have any software installed on them. Instead, they run programs and access data from a server. Significance of Thin Clients: Thin Clients are
How technician can see requests where he is the author of the request
Hi, there I know that technician can make a request where he is the author. The question is how can he list this requests and see them, like the author in selfservice portal? is it possible to see the information about this requests at home page or mb at dashboard page? Thx.
Microsoft SCCM
Hi guys, We use the free trial ME ServiceDesk Plus. We want to integrate with Microsoft SCCM. At MSCCM we use Microsoft SQL Server version 15. The connector (https://pitstop.manageengine.com/portal/kb/articles/how-to-configure-microsoft-sccm-connector-for-servicedesk-plus-and-assetexplorer) uses a jtds driver that does not support our version SQL Server Is there a solution how to integrate us?
[Blog] Change Management : White Paper
Change Management with ServiceDesk Plus: A white paper! Like goodbye's, changes are hard! Every IT landscape must change over time. Old technologies need to be replaced, while existing solutions require upgrades to address more demanding regulations. It may be a big change, such as major organizational realignment or the revamping of critical operational processes. It can also be as simple as shifting email servers. Irrespective of the size of initiative or task, it is vital to recognize that change
Ticket Visibility when business technicians request tickets for other users
Do you have suggestions on how to handle visibility issues for Requester? If a technician submits a ticket for another user, they can’t use the on-behalf-of field. Is there a way to grant visibility to tickets a user submits? Currently, business user technician only have visibility to tickets in their own group. We want the user submitting the ticket to use the Requester field, otherwise we end up with the user name and id in the subject of the ticket. If they do, then they don't get notifications
[SDF-88118] Notification to requester when reply to his ticket
How can I notify requester when reply to his ticket like technician (like below image)
Subscription query with dynamic dating
Hello, I am trying to create a scheduled report that runs every morning and dynamically updates the date to the last 24 hour period. I've got the query running from "yesterday" at 0600 through "today" at 0559. Is the a way to set it so I don't need to manually update the date on the query? I am running ServiceDesk Plus 11 build 11004 with MSSQL SELECT "wo"."WORKORDERID" AS "Request ID", "aau"."FIRST_NAME" AS "Requester", "cd"."CATEGORYNAME" AS "Category", "scd"."NAME" AS "Subcategory", "wo"."TITLE"
[Tips & Tricks] User Groups and its benefits in Service Desk
Users (Requesters) are the most important resource of any entity, in most situations, they will be the employees of the organization, each employee plays a different role like team lead, Manager, CEO, etc. In Service Desk, we can group requesters based on his department, site, Email id, Job title, and Name. Based on user groups, users can be restricted to view certain service items, solutions, announcements, and request templates. Let me explain user group functionality in Service Desk with the
[Term of the Day]: Firewall
Term of the Day “Firewall” Definition — What is a Firewall and it does in a network? A firewall is a software or hardware or can be a combination of both that acts as the first line of defense in a network. It monitors incoming and outgoing network traffic and decides whether to allow or block specific traffic based on a defined set of security rules. It prevents unauthorized access to a network by establishing a barrier between secured and controlled internal networks that can be trusted and
Convert Notes.NOTESDATE to Date/Time format in MSSQL Query
Hello. We just upgraded from SDP 9.3 to 11.1 (Build 11115), and I'm now finding that custom MSSQL queries are no longer converting date fields such as Notes.NOTESDATE to Date/Time format using the "FROM_UNIXTIME" function. For instance, the following SQL used to work: SELECT TOP 10 [NOTESID] ,[WORKORDERID] ,[USERID] ,[NOTESDATE] ,dbo.from_unixtime(Notes.NOTESDATE/1000) ,[NOTESTEXT] ,[ISPUBLIC] FROM [SERVICEDESK].[dbo].[Notes] But now I get an error on the "dbo.from_unixtime..."
Not seeing Requester, Technician, Helpdeskcrew tables in MSSQL database following upgrade
Hello. We just upgraded from SDP 9.3 to 11.1 (Build 11115), and I'm now finding that I don't see the Requester, Technician, or Helpdeskcrew tables in our MSSQL database that I can see in our pre-upgrade database when logged into SQL Server Management Studio using the "sa" account. (As of Friday night, I couldn't see the "dbo.from_unixtime" function, or several other dbo functions, but they're now showing up as of Monday. Our admin who did the upgrade said he hasn't touched anything since the upgrade,
Notification on every new request for that group
HI, I have a user that wants to be notified every time a request is created for his support group. I currently have a business rule that sends him an email every time an emailed request is generated. That is working, How do I send him an email every time someone creates a request themselves? 'New Incident'?? If one of the users in the group creates his own request 'new incident' - it does not send an email (business rule was not executed). How can I send him a simple email every time someone creates
[SD-87859] Issue in Adding Aproval Stage
After upgrading to Build 11117, unable to add another stage if an approval request is approved. Trying to another stage is just adding the approval request to already existing stage. Does anyone else facing this issue. Regards Ahamed
add sdp to Load Balancer
We need to load balance Service Desk Plus, by NetScaler. We’ve problem to create monitor regarding to configuring load balancing. Created monitor is based on HTTP Get response but monitor is not responding to get login page parameters with response code 200. Would you please let us know which parameter should I get to find 200 response. Thanks in advance
Create service catalog template values fileds in 2 languages
Our users are Russian-speaking and we have several English-speaking users I want to create a request form when the user selects the additional field of the language: change the The values of the form fields change from Russian to English. Although ServiceDesk environment is being English-language as Servicedesk language changes, so are the values of the Russian form fields, Is there a solution?
custom trigger: python script fail to run when fired from SD+
Hello, for some reason python scripts are failing when they are fired from servicedesk i added temporally a time.sleep(15) in the script to get the file from the request directory. after copying the file somewhere else i ran the scripts from command line and it work perfectly. I did a test with this simple python script : import sys filename = str(sys.argv[1]) with open(filename) as data_file: data = json.load(data_file) print("this is a test for python called script with custom trigger") the error
Request an issue only on their assets
Hi, I want users only be able to report an issue on their assets (assets owned by user) and not see all assets. What should I do? Thanks
Is it possible to raise the 37 option limit on check boxes?
If i add a checkbox in a resource, i am limited to 37 options. I really need more than 37 options (i know it is a lot). We use it to give access to different sections in a tool and we really like to give the requesters the opportunity to use only 1 request. An multiline field is not an option, because i have made a script that deals with the approvals for each section and gives access to each section after an approval is given. So the ticket itself is completely automated. It works great for a few
[Term of the Day]: Ticket Filters
Term of the Day “Ticket Filters” In a Helpdesk environment, Technician ( ticket handlers) needs a simple tool that could provide ease in handling and managing tickets in large numbers. Ticket Filter provides the ability for technicians to handle tickets in various structured views. In general ticket view section for users comes with built-in filters to view Unassigned, Open, On-hold, Closed tickets, etc. Technicians can create customized filters to have tickets views based on the ticket type (incident
Report Result Font
Unfortunately, customized fonts are not shown in the results report. How to change the font, table and appearance of reports?
Auto Share Request script failing
Greetings, Stumbled upon the V3 variant of the auto share requests from email IDs to notify: https://pitstop.manageengine.com/portal/kb/articles/how-to-auto-share-request-to-users-specified-in-a-request-field-v3 Now before I found V3 I found the https://pitstop.manageengine.com/portal/kb/articles/how-to-auto-share-request-to-users-specified-in-a-request-field (V1) version of the same script and had originally tried implementing that. When I did testing, I was returning JSON output in \custom_scripts\request\
[SDF-59933] Send out Survey when Resolved is used
Turns out we've been using our closed statuses wrong for a very long while. We've been using Resolved and leaving it at that. Not knowing that it needs to move to Closed at some point. I've played with the Auto-Close settings, but none of the techs or managers like having to pick a Closure Code when Resolving a ticket that way. So we're sticking with Resolved. I was told to look into getting Survey's to a useable place. But after a quick test it looks like a Survey will ONLY be sent out when a request
Upgrade proccess from version 11.1 Build 11111 to the latest Version: 11.1 Build 11116 - stuck at 13%
Hello, We started the upgrade process from version 11.1 Build 11111 to the latest Version: 11.1 Build 11116, using the latest SP ( ManageEngine_ServiceDesk_Plus_11_1_0_SP-0_16_0 ). The process itself hangs at 13%, with status message "Upgrading PostgreSQL / Extracting patch pgsql" show in the dialog. I presume this is a major DB update, so we left the upgrade procedure running for a few hours. It stuck on the same window / with the same message. The application was left to run overnight, with no
Description of the Request is also duplicated when Duplicate Request
When I try to duplicate a request, Description of the Request is also duplicated !
Change Management - Some queries bedore implementing
Dears, We are planning to implement the change management in our organization for all changes(not just IT). I want to know feasibility of the application and to see any gaps in our requirements. My questions are below, Kindly if anyone can support on this 1. Is it possible to allow all the users to create change requests? We will have multiple templates. I didnt see any option to assign the change requester role the users. 2. Can the line manager be the reporting manager of the change requester.(will
How to change default request list row count for all users
Hi, For improve performance I need to change default request list row count for all users and set 25. What should I do? SDP v11.1.16 DB: MS SQL Thanks for helping
Partial support for IE 11 browser
This announcement is to inform our customers, that we will be providing only partial support for the IE 11 browser, from the 11116 builds of ServiceDesk Plus. Reference id: SD-87014 Why partial support for IE 11 browser? In ServiceDesk Plus, we always strive to provide the best customer experience, with enhanced security and swift web-based platform. To achieve this, we have decided to provide partial support for IE 11 browser, based on the following considerations. Limitation in development: Since
[Term of the Day]: Two Factor Authentication (TFA)
Term of the Day “Two Factor Authentication” Definition — What is TFA and why is it important? Two-factor authentication, also known as 2FA, is a security mechanism in which individuals are authenticated through more than one required security and validation procedure. It adds an extra step and an additional level of security to safeguard your accounts from being hacked. An instance of how 2FA works, just look at your own online history: There might be plenty of websites that you access just by
Reports Filter no time option
11.1 Build 11104 After updating, the clock option at the time of creation is not displayed in the filter of the report page. Only the date section is active. How can I activate the time section. In the request part, the date filter works with time, this is what I need in the report section the sample is sent in the attachment. Thanks
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