Script required for auto population of resolution
Hi, I need a script for a service template in form and field rules which can put word "resolved" automatically when the request status is set to resolved. our build is 11108
[SDF-46395] Auto Assign based on First Response
Hello - We don't use business rules for ticket assignment. Previously, we used Spiceworks, and the ticket was assigned to the first tech that responded to the ticket. We'd like similar functionality. Is there any way to achieve this same goal?
[SDF-23740] WebHook Support in SDP
Hi, Today, I see your WebHook feature in SDP MSP (custom trigger section) and so happy about this feature. I think this feature is very important and useful in SDP. Please add this feature for SDP in next release. Thanks for listening
[DidYouKnow-33] Initiate a quick chat from request collaboration
As you all may know, the Request collaboration feature was released with the build 9220 to overcome various hassles. Few are listed below, When multiple Technicians work on the same request in parallel, the changes(s) made by each of them are not known to one another. Such as, #The same request might be assigned to different technicians #Multiple responses might be sent for the same request by different technicians #Modifications made on a request and so on. As an enhancement to the request collaboration,
[ForYourInformation -32] Automation to delete workstation/server or move to Disposed/Expired state
In ServiceDesk Plus you can manage all your IT and Non-IT assets, the tool can also handle, software asset management, software metering, software compliance, multiple methods of scanning assets(which includes automatic scan), barcode scans and much more.. click here to more details. Usage of any application over a period of time will have a proportional increase in data and content, which can cause a lag in the application performance. Clearing out unnecessary content ( like assets) is essential
***Absence notification for the entire ServiceDesk***
Hi, If no incidents or tickets are processed over a period of time and the requester is only supposed to receive a notification (Absence notification), what should you set? I do not mean one absence per technician, but for the complete service desk, for all incoming inquiries. many thanks
CustomScripts.js not load in 11105
Hi, In SDP v11010, I write script for all my SDP in '/custom/scripts/CustomScripts.js', but now this file not load. I need to load this file. I write custom script in this file. Please resolve it? Thanks for helping
Service Desk receives letters, but does not create an requests
Hello. There was a problem. Service Desk receives letters, but does not create an requests. With respect. Igor Stepanenko.
Change default SD+ font
Hello to all, are there any way to change default SD+ font? Thanks in advance
Distinction between Business Service and IT Service
Hi, Can you please explain the difference between Business Service and IT Service as it's implemented in SDP? Thanks! /René
[Reports] view ticket time from queue to queue to completion
Hello, I am looking to get the times in a report for each ticket that going from each group to group then total for in each queue then the total time the ticket was open. I have tried to do this with the report builder but I am stuck. Will this need a custom query? If so and can you help create one for me please?
[SD-82112] SDP - Error attach file
Hi team! When a request is created or edited and you want to attach a file to a request or in the resolution of a request, we receive an error message. SDP 10.5 build 10512
Service Catalogy
Hello, Can i delete Service Catalogy ? Or deactivate it (not to be active when i'm creating new ticket). Thank you
Cannot Add IMAPS Mail Server to Service Desk Plus
I checked the KB and tried to follow the steps to download the cert generation file, but when I try to extract the .tar.gz file in both Linux and Windows, I get errors that it is an invalid file format.
Upgrade DataSecurity Plus to build 6013 to fix security issues
Hello All, We have fixed the Remote Code Execution and authentication bypass vulnerabilities reported by Sahil Dhar (xen1thlabs). If your current build is between 6000 and 6012, please upgrade the product immediately to the build 6013 to ensure that DataSecurity Plus continues to run safely and efficiently. To Upgrade: Download Service Pack Apologies for the inconvenience caused. Security is our foremost priority. We will strive to maintain the
Error Upgrade SDP from version 10 to 10.5
Hi team I've updated SDP from 9.3 b9329 to 10.0 b10000 without problems. But with the last update, from 10000 to 10500 is not possible to finish the update. The upgrade manager close suddently few seconds later. Attached you can find logs. I'll appreciate your help.
Jira + Servicedesk Plus integration (third party connectors)
Hello, I am aware as of the last few updates, Servicedesk Plus has been able to "integrate" Jira. However we wanted to have deeper integration. Does anyone have experience with the several third party connectors that integrate Jira and SDP? They boast total integration with all the SDP modules, comments, tasks, etc.
LetsEncrypt with SD
Hi, everyone, who faced problem with making SD more safe with letsencrypt :) At 18365 attempt i've made it with my system, however, it would be helpful for other. So: 1. Obtain your .pem file (already with information of your domain name encrypted inside) and split it into .crt, .key, .csr and ca-crt.crt files 2. Copy https://letsencrypt.org/certs/trustid-x3-root.pem.txt and paste it inside the trustid-x3-root.pemfile you should create to 3. Download XCA https://sourceforge.net/projects/xca/ software
LetsEncrypt - Built in support
Hi guys, Is there any plans to release a built in tool to issue a Lets Encrypt TLS / SSL cert to your ServiceDesk platform? With LetsEncrypt issuing free certs, I think it's a great opportunity to build in native support to the ServiceDesk Plus product. Would make it alot easier for us helpdesk staff, and I gotta admit that I find the current process pretty laborious. Many thanks, Andy
Restrict access to specific Admin functions in SDP
Hi, I would like a technician to have access to review and where necessary update incident templates and service catalogue templates without any further admin privileges, is this possible? Any changes that they would like to do, could these be 'approved' by a SD admin before they are published also?
Login form
Hello! When i uncheck "Enable Domain dropdown during login " in advanced security settings Login Form changing and get 2 type of autentifications Local (by default) and AD. How could i change this and set AD autentification by default?
[Blog] Do you think Change management is important? Why or why not?
Change management is an imperative ITIL process as it helps organizations foresee the benefits even before implementation. This process is responsible for assessing overall impacts, planning, and approvals for the implementation of changes and ensuring minimal disruptions during the transition. Lately, organizations see change management plays an important role during the implementation of new technology. Change management has become a formal way of communicating with their users to tell them why
Custom Trigger for Multi-Select Field
I've hit a wall and need some suggestions. I have a Multi-Select field on my On Boarding form that has a list of all our different applications available to our users. I have Field and Form rules in place that filter this field so it only shows apps that apply to the department that is currently selected. Some of these apps require a notification to be sent to an individual in a department. That way this person knows that a new person needs to be provided access to the required application. These
Query report to check on Bitlocker status
We are trying to run a report to pull the Bitlocker status off all workstations in Manageengine. I found a similar ask from a few years ago on these forums but the query doesnt seem to work for my. I get a database error 'invcomputer" not valid. Is there a newer query that would accomplish this or somewhere I may be able to fix our issue if the old query should still work.
[DidYouKnow-32] Pending request count can be considered as an important KPI
The measure of time taken for tickets in Pending Status can be a perfect KPI in an IT Service Desk operations, let see how? In a Helpdesk environment, tickets are handled in 2 different ways. We expect tickets raised by the users to get resolved in the first interaction, in reality, most of them require back and forth conversations, between support tech and the user for various reasons. These ticket needs more attention and will be handled with different tickets status (on-hold, waiting for approval,
Backup to Network Share
I'm having trouble backing up SDP to a network location. I keep getting access denied errors. Does anyone know which account needs access and which permissions are needed? I have given servername$ full control permissions on the backup folder security settings but no luck. I found this link: https://pitstop.manageengine.com/portal/kb/articles/how-do-i-schedule-a-backup-over-a-network-share. But it doesn't specify which account needs access. I also found this link: https://pitstop.manageengine.com/portal/community/topic/backup-to-network-share-in-sdp-7-6-0.
Powershell custom script not displaying fail/success message
I have a script to assign tasks to the job owner which works however I'm trying to get the task details completed successfully pop-up to display after each task owner . I've tried all the variations I can find in the documentation but none seem to work. I've tried, $taskData $taskData.response_status.status $taskData.response_status.messages[0].message also tried all of these preceded by write-host and all produce the correct output when run through powershell but nothing is displayed when through
Custom Trigger to Share with Requester(s)
I'm looking for a way to share a ticket with a set of requestors whenever a particular ticket Category is selected. I'm thinking this should be possible with Custom Triggers, but don't know enough to go about coding one. Has anyone done something along these lines and would be willing to share how you went about it? Many thanks!
How can I forbid the automatic addition of new servers to the Inventory?
Hi there, I am looking for a way to prohibit ManageEngine from automatically adding new servers to the inventory. Our company excluded all servers (or the server network address range) from the scheduled scan because we host many virtual servers that we don't want to include in the ME inventory. Each time the server network is scanned by the scheduled scan, they are added again. For this reason we have completely excluded the server network as a temporary workaround. For workstations, you will find
Form/Field Rule not executing custom script on submit
Has anyone run into this? I have a custom script that I've written to set the description to a series of variables pulled from field values in the Service Catalog. The script itself works fine when I edit the request. I currently have it defined under Field and Form Rules as a "On Form Submit" with no conditions and set to execute on create/edit. When the request is submitted, the values are not populated but when I execute an edit as a technician, the description gets set with all the values. Any
[SDF-55671] "Resolved" requests aren't reopened after the Requester response
have this problem after update to ver 11106 and 11107 also. options in Self-service portal doesn't work When the requester replies through E-mail / Portal to the closed requests. Perform the following: ReOpen the request always. Reopen the same request within days from closed time. Else, create as a new request. Append the reply as conversation to the request and notify technician. Create as a new request. 3 options does not open a request the last one add note to closed request that "the new request
Custom Script for CC notification
Hi Is it possible to get a custom script made that I could use in the step for custom trigger? I would like for it to include in the notification ALL tickets that were created when an email is received with a different support group in the CC (or the TO field). Currently I can get the custom trigger to send me a notification whenever two or more teams are on the CC email...but it does not show the other request number. Thanks
Attaching Documentation
Hi I was wondering what other do about attaching documents to Assets, if a document is attached there is no issue control available so the documentation can very quickly become out of date, I would prefer to put hyperlinks to a document store where documents can be held and updated has anybody done this any ideas for adding hyperlinks and where would be good to see what others have done
ESM Licenses
I'm a free standard user of ServiceDesk Plus. Tool I love and recommend to everyone related to ITSM. I just created a new instance in a ServiceDesk Plus v11 and I tried to apply a free standard license. How this works? I can't have 2 free standard licenses in the same ServiceDesk Plus installation? I could install 2 SDP in the same server, I just wonder how it works. Do I need a ESM license? is it for free too? I'm freelancer so I don't have more technicians and probably i will never have them.
creating a script
I need to create a script doint the sum of one field il all tickets
Unable to promote requestor to technician - Everything still shows as requestor
We’re using a free version of ServiceDesk Plus with five technicians, we’ve recently hired a sixth technician and simultaniously I’ve resigned. So as I have just a few weeks left working here, I used one of my colleagues accounts to change my SDP account to requester, freeing up one of the technician licenses. Now when I try to raise my boss’s account from requester to technician the license says that everything is fine and i can save the change but she still sees everything as just a requester.
Request collaboration
Hi, We're having a problem with request collabortation. The collaboration notification shows technicians that haven't been looking at the specific request for days. I even created a new test technician account, opened up a request, navigated to another request and then logged out. When viewing the request with my own account it still shows that the test account is viewing the request. SDP 10514, MSSQL
External project members
Is there a way to add external team members to a project? Business case would be a collaborative project with a MSP.
[SOLVED] Text display error
Hi, We have found an error in the display of text in the description field after adding background color for the text. Please see attachments (the black boxes are my edits). back_1.png is the edit mode and back_2.png is the view mode where you can see the error. SDP 10514, MSSQL. Tested in Chrome and IE11.
Failed upgrade from 11106 to 11108
Hello, the upgrade failed, 11106 to 11108 and or desk is down. I followed the directions and service desk service is stopped and I started the restore from a backup I took just before we started to upgrade. It's taking a very long time. Our backup has 18 parts. Would it be better to just delete the application, download the version we had 11106, apply our license and then restore? I'm not sure which is the new install file...see attached file...I think its the one from the red arrow. I have a support
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