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?
[Term of the Day]: DNS
Term of the Day “Domain Name Server” Definition — What is DNS and what it does? Ever wondered how when you visit a domain or full web address in a browser, www.amazon.com for instance, the site gets loaded? Here comes the sophisticated technology "Domain Name System" that translates human readable domain names to machine readable IP addresses (for example, 192.0.9.54). DNS is often likened to the internet’s version of a telephone book. If you know a person’s name but don’t know their telephone
Query reports of ٰ Task violations
Please provide Query reports of ٰ Tasks SLA violations
[Community Digest] ServiceDesk Plus - April 2020
Here is the recap of activities that happened in the month of April 2020! Product news: End of Life for API v1 for the request module Build releases - 11110, 11111, 11112 and their Release notes. User Education and Resources: Quick tips to create an effective remote access plan for your organization 7 ITIL® 4 tips for service professionals by the ITIL 4 co-author | ITIL 4 overview, benefits & more Configuring CIs, CI types, and relationships using CMDB in ServiceDesk Plus Our star PitStopper Gary
Why are Preventative Maintenance tasks created as Incidents?
Hi, I haven't used the SDP Preventative Maintenance feature up until now, but I am considering using it to schedule and assign ownership of regular tests of our Disaster Recovery procedures. I have noticed that this SDP feature uses an Incident template and creates PM tasks as Incidents. These are not really Incidents (in the ITIL sense of the word) so I would have thought that it would be more appropriate to create them as Service Requests. If they are created as Incidents then I will have to filter
Need of Architectural Diagram
Hi Team, Can you share us the Architectural diagram of Service Desk Plus
Task Creation in API
I have created a request template with 3 tasks added on the workflow tab. I have the Trigger Tasks set to Automatically trigger upon creation. When I create a request in the Service Desk UI, the tasks are automatically created. Yea! When I use the v3 API to create the request, the tasks are not created when the request is created. Should the tasks be created when the request is created via API? Is there an attribute to add/trigger the tasks? If not, how should I trigger the creation of the
Problem when change CI icon
Dear all When I change CI icon (after Upload Image 48x48px) but the popup says "You are not athorized to view this page and i can't change it. Anyone can help me in this case. Thank a lot.
Having issues with AD Authentication for user login
Hi guys, I'm having an issue with AD authentication. None of the technicians or the requesters can log in using AD credentials. I've set myself up as a local account in ManageEngine ServiceDesk Plus so that I can use the system. The domain name is listing correctly in the login screen but is returning a "Username or Password is incorrect" error when trying to log in with AD credentials. In the Admin - Requesters area I can see that the requesters are all being picked up from AD and listing the correct
Extending our Live Chat support
Dear users, We are all dealing with the uncertainty around COVID-19 impacting people and countries around the world, teams everywhere are moving to remote work. We are committed to helping our users in all possible ways during this crisis. In addition to our online chat support for the US time zone, we have now extended our chat support for the UK time zone. Our support agents can be reached instantly on our support portal during the window of time mentioned below, Europe Time Window: US Time Window:
different notifications for different requests based on service category in service catalog
Is there a way to have different notifications that are sent out for tasks and requests? For instance based on Service Category
[Term of the Day]: CAB
Term of the Day “Change Advisory Board” Definition — What is CAB and what it does? The CAB is the most widely known as Change Advisory Board in ITSM. They are a group of people who assist the Change Manager in reviewing the change. The CAB member can be anyone within the organization who has good knowledge and skill in evaluating particular change, there are no rules in selecting a CAB member. Change Manager Approves/Rejects the change based on his CAB member's review and advice. Importance
Auto cc populate when request assigned a group
Hi, Is it possible that e-mail ID's to notify is auto populate when assigned a group and auto populate cc field when a technician reply a request. For example; If the group of request is Group A, auto cc abc@mail.com and auto populate this address when a technician in Group A is replying request. Thanks.
Asset field cleared on edit of ticket
Hello. When a request is raised, the Asset field has the computer number in it but then when you go to edit the form, it deletes the asset and you need to add it in again. Is there a known bug or can you fix please?
[ SDF - 58291] Requests and Custom View with multiple operators
is it possible to make a custom view with filter set based on a few conditions AND OR simultaneously? eg. (My group AND unassigned ) OR (MY Request AND not Closed)
Query to retrieve Technician and Requestor Ticket Convos - URGENT
Hi Folks - I need a MSSQL query to retrieve the Technician and Request communication History. I have tried this query but nothing is executing. select nw.workorderid "Request ID", nw.notificationid "Conversation ID", 'Outgoing' "Conversation type", DATEADD(s,datediff(s,getutcdate(),getdate())+(n.notificationdate/1000),'01-01-1970') "Sent on", aau1.first_name "From", nr.recipient_email "To", n.notificationtitle "Subject", nd.description "Conversation", sd.attachmentname "Attachment" from notificationtodesc
Web RDP with shadow
Hi, Usually we take remote desktop on client computer and solved their problem. Almost user's problem related to issue that face while working organization software and need for training. Web RDP in SDP is okay, but we need to see their desktop. As matter of fact we need to Web RDP SHADOW. With shadow in RDP, we can view user's desktop. Do you have any solution for this issue? Can you add this feature to your product? Regards
[Term of the Day]: NAT
Term of the Day “Network Address Translation” Definition — What is NAT and what it does? To access the Internet, one public IP address is required, but we can use a private IP address in our private network. The idea of NAT is to allow multiple devices of a private network to access the Internet through a single public address. This enables private IP networks that use unregistered IP addresses to connect to the Internet. NAT operates on a router or firewall, usually connecting two networks
Latest Version - Migration
HI, If I convert my teams/departments into different ESM silos - is there a migration tool to move over the existing old requests?
[SDF-85516] Is it possible to add a custom view for particular tags?
Can I include a tag search in the criteria for a custom request view?
[SD-87015] Error sending approval
Hello! After upgrading to 11.1 Build 11112 we can't send request for approval when language is Russian. When I click "Send" I get error: (Something like "the value specified for the parameter "send" is invalid"). The same error appeared in 11.1 build 11110 when adding CAB members on change request. Switching interface to English resolves the problem.
[DidYouKnow-36] Contract Management life cycle
ServiceDesk Plus Contract Management helps you to organize and centralize contract tracking. The primary objective of contract management is to maintain a complete record of contracts of your organization with third-party vendors. You can track different types of contracts that are for lease, software licenses, support, maintenance, warranty, etc. Contract Management life cycle: New contract submission: You can create a new contract at [Contracts tab -> New contract ] provide the details of your
First Response on ticket
Hi We want to know the time taken for first response on ticket..Is this possible
Problem setting up SAML2 with SDP onprem
Hello We have been working for some days, trying to set up SAML2-authentication for our installation of SDP We are using version 11.1 As we understand it, we should use the transient-nameid format. But as the transient-format (according to the saml2-standard) are only valid for single login session (i.e. it will be different each time the user authenticates again, but will stay the same as long as the user is authenticated). We cannot change the NameID-value in our IDP, if we set the format to transient.
[Term of the Day]: SSID
Term of the Day “Service Set IDentifier” Definition — What is SSID and what it does? You’ll often see the acronym “SSID” when wireless networks are involved. SSID is the name assigned to a wireless network. For example, if you take your device to a coffee shop and you see a sign telling you to join a network with an SSID of “HotPot WiFi”, devices will look for all networks in range when you attempt to connect to local Wi-Fi, you just need to pull up the list of wireless networks nearby and
[Blog] Critical System Failure using Request Life Cycle: A Short Overview
Critical Systems Failure is a phrase that even the most experienced IT professionals do not want to hear. Imagine your first day as an IT engineer with your team, and a file server storing all your critical data has crashed. How would you and your team react? Of course, there were Disaster Recovery arrangements in place and you have hopes of getting it online with the least overhead cost to the business. However, who has the authorization to execute the DR plans? Who has the permissions and skill
ERRORCODE:1008: Data inconsistency in Application tables
Hello, We are trying upgrade the ManageEngine Service Desk Plus from build version 10020 to 10500, we are getting ERRORCODE:1008: Data inconsistency in Application tables. for reference we had attached the log update. Thanks!!
[SDF-40243, SDF-36467] Attachments on request template or resolution template
Good Morning All, I was wondering if there is a way to have attachments automatically apply on a reply template or resolution template? I want to say I put in a request for this feature last year, maybe longer ago but I see nothing in the new versions to indicate, is there a script I might be able to use perhaps? The goal is that I have a template for employee on-boarding that contains like 4 attachments that are always the same and attached to EVERY on-boarding ticket. If this is not a feature
[Survey] The state of ITSM in the COVID-19 pandemic
Hi there, We hope you are safe and healthy. Since organizations around the world have mandated work-from-home policies for their workers, IT teams are facing new challenges in delivering services effectively. To understand how IT service desk teams have risen to the occasion, we have decided to conduct a five-minute survey among IT admins and service desk staff to record their experience with remote work, especially in the areas of remote support tools, automation and self-service, and IT budgets
[Tech Diaries] Building your penultimate User Onboarding process
Organizations mostly invest a huge chunk of money in hiring a new employee and it takes about 5 to 6 months to bring new hires up to full productivity. Failure to properly onboard a new hire will cost significant amounts of time and money. So, before we get into the 'this and that' of employee onboarding, let’s take a step back and start with the basics. What does User Onboarding mean and what is the end goal? It is nothing more than a process that every organization follows when a new resource is
[Term of the Day]: Search Engine Optimization (SEO) Analyst
Term of the Day “Search Engine Optimization (SEO) Analyst” Definition — What does Search Engine Optimization (SEO) Analyst do? An SEO analyst has numerous responsibilities. Their primary goal is to maintain the health of the website and make sure that their site can be found and viewed by potential and current customers. Their strategies and analysis are part of a marketing team and an important part of the planning of the business marketing campaign. With their technical expertise, they provide
Dynamic Loading of Incident Templates
Hello, I am trying to combine servicedesks for different departments. I added Support Group field on the Default Request template and created two more templates and associated them with two support groups. So, when the user selects the Support Group field, I want the associated incident template is loaded automatically. I have seen there is possibility to hide/show fields but how to load the whole template dynamically? Best Regards, Onur Ayhan
SDP - REST API Port settings
Hi, We are at version 10 build 10014. I am in search of REST API Port that is configured in an existing machine. And, how to test the Rest API within tool. API configuration tab is showing Configuration Wizard page but no UI for testing. appreciate your support. Thanks,
Multiple ServiceDesk Plus instances on the same server
Dear forum members and support team, as it was mentioned in old forum topic, there was no possibility to raise multiple instances on one server in 2012. But I also found this article from the end of 2013, where is given possible solution. Has anybody tried to realize it? Is there a working solution for today?
Can Automate AD Password reset from Service Desk Plus after integration
Hi All , Am looking to automate flow for specific service template where i have service template to reset user AD password , so once the request is approved it may trigger the reset or technician can click on reset password where it will auto fill specific details for the password reset . technicians will not search on the AD user and reset his password am looking for automation process . fields will be auto filled from the same request ( avoid the manual work ) notes :- 1- AD Manager already integrated
[Tips & Tricks] Ensure your business continuity using ServiceDesk Plus
As the world embraces the remote work policies due to the coronavirus pandemic, ServiceDesk Plus Team would like to help you in BCP. Here are some of the key features in ServiceDesk which will help you to to do this, Service Request: > Backup Approver: Having a backup approver set, the application automatically delegates the approval process in case of technician unavailability > ZIA approval: ZIA is a learning AI assistant that can take the approval process based on the keywords in the email. As
How to disassociate Barcodes from assets?
Hi All, does anyone know how to disassociate Barcodes from assets in bulk? just testing the barcode feature and bulk associated the wrong numbers to a group of assets thanks Russ
Query Report Request
Can I have the query below show the version of the software as well? It just shows the software name. I need versions of all the software too. SELECT MAX(workstation.WORKSTATIONNAME) "Workstation", MAX(aaaUser.FIRST_NAME) "User", MAX(deptDef.DEPTNAME) "Department", MAX(state.DISPLAYSTATE) "Asset State", softl.SOFTWARENAME "Software Name" FROM SystemInfo workstation LEFT JOIN Resources resource ON workstation.WORKSTATIONID=resource.RESOURCEID LEFT JOIN ResourceState state ON resource.RESOURCESTATEID=state.RESOURCESTATEID
Get Technician Worklog Month
Hi, We have a report that gets the Hours that all technician have registered every week. If i take a look at the query i see that is this one "select * from sdp_technicianWorklogsWeek" Now they ask me to do another one but now filtered by month. I've tryed to use this query "select * from sdp_technicianWorklogsMonth", but i get an Invalid object name error. Could you help me? Thank you!
[Tips & Tricks] Quick actions in ServiceDesk
As the name suggests you can do all the basic ServiceDesk Plus actions quickly in a single click using the Quick Actions option. Being a ServiceDesk Plus admin or technician, you should be doing a lot of multi-tasking on a day to day basis. While working on an Incident you might be getting the task of scanning a new asset or send a quick message regarding an outage or add a new software license or add a new solution in the application. In such scenarios, switching to other modules and going to the
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