Notifying new requester
Hello, I have Googled a bit but couldn't find what I'm looking for. We have e-mails that comes from no-replay adress ( order system) and we have to manually change the requester. We can manually send a e-mail but to prevent human error I like to automatically notify the new requester. Is there a way to do that ? Your Version : 10.5 Build 10500 Database : postgres
Incoming mail fetching is not working
Since Friday we have a problem with incoming email fetching in ServiceDesk Plus. I have tried restarting the ServiceDesk Plus server and services and also regenerating the certificate using gencert but get the attached error message. I can ping and telnet the mail server and port.
Migration V 9.0 Construir 9014 to V 11.1 Construir 11114
We are currently counting on version 9.0 and we want to migrate to Version 11.1. Currently we have the free version and we want to know about the migration process (how to do it, what precautions to take in the update to be able to put together a detail of the risks, preventions and requirements to be able to migrate everything. Thank you
"Reply a request" Configuration
Hi, I have the same problem like: https://pitstop.manageengine.com/portal/community/topic/repeating-subject-title-when-replying-to-users-reply-in-requests https://pitstop.manageengine.com/portal/community/topic/reply-a-request-configuration My "Reply a request subject" configuration is: RE:##RE-$RequestId## : $Title My delimeter: ## But, when I try to reply: RE:##RE-4181## : RE: #4181# RE: Before i read about delimeter My "Reply a request subject" configuration was: RE: #$RequestId# : $Title What
[Term of the Day]: Service Portfolio Management
Term of the Day "Service Portfolio Management" Definition — What is Service Portfolio Management and its purpose? A service portfolio describes a provider’s services in terms of business value. It is the complete set of services that are managed by a service provider. It comprises three categories of services: Service Pipeline Service Catalog Retired Services A service provider deploys service portfolio management to control the entry of any service into the service portfolio by tracking any
Query report all requests per technician
Hello I'm looking for a report showing created requests per technician per day the last 7 days. I found this https://pitstop.manageengine.com/portal/community/topic/query-report-all-requests-per-technician but I'm using version : 10.5 Build 10500 Database : postgres so the quarry isn't working for me. Any help would be helpful. TIA Daniel
Need to send Notification as Calendar Event in Changes in ServiceDeskPlus
Hi Team, I have a Question, if we can send Notification in Changes in ServiceDeskPlus as a Calendar Event. We need to let some our Support Team aware of the Change happening and would ideally like the activity time period to sit as an outlook event in their Calendar so they are aware when the activity happens. without coming into FIXIT.
Admanager templates in Service Catalog
Hi, I have ADMP integrated with SDP all the new user creation templates show up in the admin ADmanager integrated tab, but I would like to get the template selection picklist option in my new hire form under the service catalog. I can see the template id from ADMP when I do a drop-down find SDP for ADMP from tech to create a user then select template and fill it out the details and it works correctly. Is there a way we can use the template id in Service Catalog and show all the templates.
[Term of the Day]: ESM
Term of the Day “Enterprise Service Management” Definition — What is ESM? ESM is popularly known as "Enterprise Service Management" or it can rightly be said as "Employee Service Management". It's a centralized platform where you can manage multiple ServiceDesk instances with users across departments. ESM caters to both IT and non-IT business functions (such as Human Resources, Finance, Facilities, etc). ESM provides a unified end-user portal experience across the different ServiceDesk in the
Find tax id in description
HI In the description section of an incoming email that has been created as a request - there is sometimes a tax ID within the description. The tax ID is always nine digits in the format of (12-3456789) How can I write the script to pull the taxid out of description and put it in to the template field? var description_content=$CS.getDescription();
Delete Scheduled Report for Terminated Technician
One of our technicians took a position with another company, so I deleted him from the "Technician List". Then I realized he had some "Scheduled Reports" that are still being generated. 1.) How can I disable his scheuled reports? 2.) Why didn't the scheduled reports go away with the account, when deleted? Thanks!
Microsoft Windows Elevation Of Privilege Vulnerability
Dear users, As you may all be already aware that there is an elevation of privilege vulnerability exists in Microsoft Windows that could allow a man-in-the-middle attacker to successfully forward an authentication request to a Windows LDAP server, such as a system running AD DS or AD LDS, which has not configured to require signing or sealing on incoming connections. More information can be referred from the below article. https://support.microsoft.com/en-ae/help/4520412/2020-ldap-channel-binding-and-ldap-signing-requirements-for-windows
[Tips & Tricks] Robots.txt
As you may know, ServiceDesk Plus can be hosted on the internet and search engines will start to index and your site appears in the search results. Sometimes you have pages and resources on your site that you do not want to be indexed/block access. To accomplish this, you can create robots.txt file and place it in the application root directory ..\ManageEngine\ServiceDesk\webapps\ROOT. You may want to check this post to know more.
[Term of the Day]: Bot
Term of the Day "Bot" Definition — What is Bot and it does? They are automated programs that are designed to perform repetitive tasks. They run according to their instructions without needing a human user involvement to start them up. Bots can be: Chatbots, Web Crawlers, Social bots and can also be Malicious. The Good: You can find chatbots on many apps like Facebook Messenger, WhatsApp, Twitter and Telegram., you’ve probably encountered one on a retail website to simulate human conversation by
[Free webinar] ESM: How to rise to meet new service management challenges
We hope you all are safe and healthy. It’s our pleasure to bring you our webinar "ESM: How to rise to meet new service management challenges," featuring Forrester Principal Analyst Charles Betz, on May 27 at 9am PDT. With remote work becoming the new norm, service management professionals across companies now need to deliver services remotely. Employees can no longer just walk up to the service desk team when they need something. In this scenario, a single corporate portal that acts as the
[SD-84723]Applied update - The request will not be considered
Hi We applied the 11008 update this weekend from 11007, Now some if my users are not getting SSO - they have to log in. But much worse is now when they click on a link in the notifications they get the message PLEASE HELP ! my users are going crazy. I feel like if I fix the SSO issue than the request error message will also go away..
All tickets assigned to a group even if they were then assigned to another
I have a group that is assigned tickets but then may assign them out to another group. I am looking to report on all tickets assigned to this group even if they were assigned back out to another group.
How to remove a Scheduled Report Created By Another Technician
Several scheduled reports were created by a technician who is no longer with the company. How can I disabled the report. The technician's account has been removed from Service Desk? I have a similiar situation with ADSelfService. Thanks, AP3
LDAP Connection problem
Hello, I'm trying to install ManageEngine ServiceDesk Plus 7.6.0 Build 7604 and then upgrade it to Build 7605 by installing Service Pack. But when i configuring LDAP settings, i got an connection like this: FAILURE :Domain Controller saved successfully. But error occurred while trying to connect with LDAP Server - Please check your inputs. I try to connect to Domain Controller on Port 389 with telnet and there isn't any connection problem! Please help...
Report Request - Task assigned
Hi, I have searched and searched but can't find a report that shoes task assigments. If Team A owns a request and assigns a task to Team B - I need a report showing that a task was assigned to Team B. Currently everything I can find show that Team A created a task. Team B never gets credit in the report.
[Blog] Benefits of Knowledge Management
Organizations that implement and maintain effective knowledge management see a substantial outcome as it helps: Reducing redundant works thus increases productivity and efficiency. Leveraging past experiences help to solve issues quicker. Providing better services to users. Users finding relevant information and resources themselves. Avoiding repeated mistakes. Accessing unique expertise widely. Knowledge management systems are proven effective in helping build more efficient work teams
Additional functionality when viewing Task lists
We see an opportunity to improve on the main Task list: - the ability to show the Project name under the main Task list. Currently it displays and links to the Project ID only - filter by multiple criteria. Useful when reviewing a support groups/technicians current work load. It could also be used to sort by Project Name, Group, Due Dates. Currently we are only able to filter by one column. - the ability to create views under Tasks SD 9311 Enterprise MS SQL ------------------------- Ottawa - Canada
[Term of the Day]: CMDB
Term of the Day “Configuration Management DataBase” Definition — What is CMDB? CMDB ( Configuration Management Database ) is a centralized repository where you can store, manage, maintain, and track all your IT components and IT services that make your IT infrastructure. These IT components could be, hardware, installed software, documents, users, relationships and interdependencies between items, etc. Significance of CMDB: CMDBs centralized view provides great visibility to track the current
Report - Category Tree for Export to CSV and Modification
Hi Guys Below is a query which may be of use to you as you make modifications to a category tree. If you export this as a CSV you can make the modifications you need (add more subcategories and items) and reimport Saves having to do lots of clicking especially when re-designing the Item levels. SELECT cdef.CATEGORYNAME "Category",sdef.NAME "SubCategory",idef.NAME "Item", null "Changes to be Made", cdef.CATEGORYDESCRIPTION "Category Desrciption" FROM categorydefinition cdef LEFT JOIN subcategorydefinition
LDAP issue when trying to integrate to Service Desk Plus
I am trying to add the domain controller to Service Desk plus so I can sync up the users so they can just login with their credentials. I keep getting an error message though when I am trying to add it. Can anyone assist?
Page Script Request - Acknowledgment Pop up
I was wondering if a Page Script could be created that would generate a small pop up that the Employee would need to acknowledge. Many of our employee's use different browsers. Edge, IE, Chrome, and Firefox. I often see issues with IE not displaying forms correctly or IE & Firefox are unable to even submit forms. I'd like to add a page script that'll generate that pop up they need to acknowledge that tells them the forms are best used in Chrome. This'll cut down on the trouble tickets we get.
User/technician API v3 changes over the ESM (11000) release
Dear Customers, Hope you are all aware that we are working on the next version of API (v3) now. We would like to share a part of this API v3 before the ESM release. So customers can be well prepared to adapt the new API changes anytime. Requester/technician related APIs(v1/v2) wont be supported anymore after the ESM (11000) release. You may need to update your existing requester/technician related API's with this latest v3 version. The ESM version has some changes towards the user/technician
Forwad/Reply to external email id when a request with specific subject created.
Dear Team, I want to send a customized message (which is fixed) and would not reference to any field in the request-i.e. eventually static text whenever a request gets created with a specific text. Is it like this would be a business rule and a custom script would be required. Please suggest. Thanks Joy
Survey Report Help
I get a report weekly (query below) of survey responses for the last week. I need to edit this query to have all surveys from 2019-10-01 to 2020-04-25 in the same format. I cant seem to get it to pull the correct timeframe and i also don't know if i am pulling everything, or if some of these are archived. SELECT wo.WORKORDERID AS "Request ID", max(wo.TITLE) AS "Request Title", max(aau.FIRST_NAME) AS "Requester", max(ti.FIRST_NAME) AS "Technician", max(srcmt.COMMENTTEXT) AS "Comments", longtodate(max(srm.SENDTIME))
Change history records limit for assets
Hello How many history records are possible to see in this tab? If it is limited, Is it possible to change history records limit for assets which are scanned by the system in specific period of time? Purpose is to track actions taken place in a workstation, include software changes.. hardware changes.. ex: Software installed\Removed, RAM Increased\Decreased. We want to have these logs in specific period of time or forever. Regards
[Term of the Day]: MDM
Term of the Day “Mobile Device Management” Definition — What is MDM and what is its purpose? Mobile Device Management (MDM) is end-to-end security software that enables the organization's IT department to manage, configure policies, deploy applications, configuration settings and secure employees' devices that are being used in the organization. This software emerged in the early 2000s when the BYOD (Bring Your Own Device) trend arose. How does it work? MDM relies on endpoint software called
Support group schedule
Hello, with Covid19 impact, we have support groups schedules with hours cut, this impact SLA calculation, since some areas in the same site no longer work from m-f and some other areas does. I am required to configure sla calculation based on the workschedule for a particular group. Is there a way to accomplish this? Site configuration is: M-F 8:00- 18:00 hrs. Support group will work: M-T from 8:00 to 18:00 hrs. Thanks, Juan de Dios
[Tips & Tricks] Problem Management made simple
It is the process which is followed to deal with recurring issues and those incidents that don't have a solution so that we could reduce the disruption caused to the Service and increase the satisfaction of the End Users. Just like in comic books, Problem Management is one of the Heroes that could help in finding out the root causes and solutions to fix what goes wrong. Best Practices: Identify: The issue that proves to be recurring and pain should be identified in order to be considered as a Problem
Release Notes and Roadmap should specify On Premise or Cloud
There are a lot of new features that have been implemented over the last few years. Thank you, so much for the dedication to improving the product. I would like to know if an addition could be made to the Roadmap and / or the Release Notes for the updates, so that we could know in advance if new features are available in our product. We currently have SDP+ On Premise and have been looking forward to several items that have been released, only to find they are only available in the Cloud version
Custom status when reopen ticket
Hello, If a ticket is in status Resolved and the customer uses the button "Reopen" from selfservice portal, it comes back to status In progress but I want to use the status "Reopened" is there a way, via scripting, business rule or setting to say what status is reopened?
ManageEngine Installation on Linux 64 bit
Hello. I can't install manageengine service desk plus on centos 7, ubuntu LTS 16, ubuntu LTS 18. I'm downloaded last ManageEngine_ServiceDesk_Plus_64bit.bin. I get error message: Pgsql Err Msg ------------- Problem in Initializing Postgres !!.. Kindly check logs... In logs: chmod cannot access «/etc/ServiceDesk/conf/ServerKey.key»: No such file or directory Screenshots in attachement. Thank you.
[Term of the Day]: ITSM
Term of the Day “IT Service Management” Definition — What is ITSM? ITSM is widely known as IT Service Management, it is a process to Design, Manage, Improve, Deliver, and Support the IT services required for the end-users. ITSM primarily focuses on business objectives to help an organization grow aligned with IT processes and services. Why is ITSM necessary for your business? IT is increasingly becoming more complex and mission-critical to the business. Following its best practice is much needed
[Tips & Tricks] HelpDesk Admin
Hello folks, We had quite a lot of users requesting for a role that provides full access to helpdesk management. Thus reduces the workload of SDAdmin. Upon discussing with many of our users, we have now introduced default "Helpdesk Config role" that allows to perform all request related customizations/operations across ServiceDesk. A technician associated with this role can perform periodic reviews and amendments of existing process, cascading knowledge update to the team and driving/leading the
Set/Show Task Once Dependent Task are Complete
Hello! I am attempting to create a Field and Form rule using the Execute Script option. The rule will need to Show/Set a task only once the dependent task have been completed. Scenario: Update to production service is required. Before implementing this update in the production environment, it must first be applied to the test environment first. Your Version : 11.1 Build 11106 Latest Version : 11.1 Build 11112 View Service Pack Details License Type : Registered Version License ID : Product
Customise automatic reply email on incident creation
Hi, I can't find where to edit the email that is sent when a requester emails in an incident. I want to get rid of all the initial variables so I can see the requester and start of the subject in my outlook inbox preview without opening the email. Is this customisable?
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