[Blog] The best ways to sell your Self service to your employees!!
How well do we feel when we brew our coffee from the Vending machine? We get exactly what we want. We know Self Service is beneficial to us because it saves time and helps to get quick service. Businesses with Self Service have always been delivering the service on time to the end-users and in turn, raise the bar to employee satisfaction. With that said, Convincing the Employees to use the Self-service is not as easy as building a Service Catalog. WHY? 1. Not all our users are tech-savvy. They
[RHEL] Problem during restore v11000 [Stand alone PGSQL-DB]
I am on RHEL 8, SDP v11000, attempting a restore I get the below error, log is attached. One thing to note this is a restore from a Windows build of SDP 11000 to RHEL SDP 11000 w/ a stand alone instance of postgreSQL java.lang.Exception: Exception occured while restoring, CheckSum file is missing /opt/SDPRestoreFiles/BackupPart1.data,path ./BackupPart1.data.txt
Deleting old departments in ServiceDeskPlus
I am trying to run the query update resourceowner set deptid= null where deptid=309; but am getting a java error. java.lang.StringIndexOutOfBoundsException: String index out of range: -1 at java.lang.String.substring(String.java:1967) I know what the department IDs are having run another query I got from another post on here, but whichever ID I try I get this error. What am I missing ?
[SDF-36986] Purchasing Workflow
Is there any plan to allow building of workflows/business rules for approvals in the Purchasing module? We have a couple hundred vendors with varying approvers. We currently enter a PO for every invoice/purchase made by the IT department for all products and services. It is hard to keep track of who needs to approve a specific PO. Being able to setup business rules based on Vendor, Product &/or Service, GL, or other entered criteria would help us improve our accuracy and be able to allow for others
Purchase History by Product
I am often asked when the last time we purchased something and what was the cost. There is not a good way to get this information out of SD+. Having the ability to search purchase history by product or service would make this so much easier. Right now, I have to search all POs for the vendor and open every PO until I find the item in question. In many cases, we have multiple vendors for This takes a lot of time. Running a report, then having to sort & filter also takes a lot of time that I
Upgrade failed in Production Setup
Upgrade failed in Production Setup log file
ServiceDesk Plus 11107 Released
Dear Users, We are glad to announce the release of latest servicepack 11107 for ServiceDesk Plus. This servicepack includes new enhancements , behaviour changes and Issue fixes. Enhancements : 1) Operational-level Agreement Configure Operational Level Agreement to ensure that the SLA is achieved by the internal groups working on the request. 2) User Addition from instance based on ESM directory application settings Under ESM Directory >> General Settings >> Application Settings, you can enable the
[SDF-85549] How do I look at the email header of a request?
Tickets come in from emails. I would like to look at the email header information of a request. Is this possible? Thanks in advance. Brian
ServiceDesk Plus Public Access (using Reverse Proxy)
We often get asked how best to access ServiceDesk Plus 'publicly' from the Internet without the use of dedicated connections or VPN services. There are no specific features in ServiceDesk Plus to do this other than in the 'Self-Service Portal Settings' where you would configure a URL Alias of a Fully Qualified Domain Name (FQDN) that would be published internally and externally on the Internet: This URL Alias is used in all the notification messages sent by ServiceDesk Plus. Now we could simply
Notifications
Is there a list of variables that can be used on Notifications
[SOLVED] SSO ServiceDesk not working
Hi, How to troubleshoot not working SSO on my ServiceDesk installation (on premise)?
CHANGE - Minimum # of approvers per Stage
Hi, I've seen this discussed in a few posts on the forum. You can select multiple peer reviewers but currently it only takes one approval to progress into the next stage anyway. If it's not already can I request a feature request to specify some approval requirements per stage? Like approval from a specific person or a minimum number of approvals? CAB stage already gathers multiple approvals so arguably the functionality already exists within the tool. Many thanks, Dave
"%" in ServiceDeskPlus V3 API
I am trying to insert HTML tables into the description field of the V3 API. I have working HTML from the V2 API but this does not work now in V3. After much testing I have found that I cannot have a "%" symbol anywhere in the code. For example: This line of HTML will work correctly: <table align="center" style="border: 1px solid black; width: 100px;"><tr><td><h2 style="color:blue;">HTML example<h2></td></tr></table> This line does not work <table align="center" style="border: 1px solid black; width:
Manageengine servicedesk plus not starting after restore
Hi, We are using Manageengine Servicedesk plus (Free edition) running version 9.3 (build 9326). We are trying to migrate the software to a new server. for this I followed the KB (https://pitstop.manageengine.com/portal/kb/articles/how-to-migrate-servicedesk-plus-from-one-server-to-another) I installed the same version on the new server. Once I selected the backup to restore in the new server, it took a while and did come up with restore successful. Please see the attached image. But the OK button
Assigning Requests to more than One Technician
Hi, Currently we can only assign tickets to a single technician, is it possible to change this so we can assign to multiple technicians? Thanks, Tracy
Make a service request only available to selected technicians
Hi, Would like to know whether a service request within the same site can be made available only to a few technicians to view. For example, currently we have a service request created in the service catalogue for security incidents and we would not like to have all technicians within the same site to be able to view it due to confidentiality.
DueDate Script
I have a new employee/new hire Service Catalog template with a field called "Effective Date". Most of the time, a new employee doesnt start until 2+ weeks in advance, which is outside the SLA. What is the best way to copy the "Effective Date" to be the "DueByDate"? Thanks in advance, Jim
Service automatically stopped for ME Service desk plus standard edition
Hi Service automatically stopped for ME Service desk plus standard edition mahesh
[SDF-81675,SDF-81965] Execute Script from FAFR
There is a major limitation between Service Catalog and Custom Triggers. When building forms I want all Fields that relate to that form to fall under that forms Service Category only. From an Admin perspective it keeps things clean. But on most forms I need to include a Custom Trigger at some point. That Trigger will create an email and in that email will need to be information from a submitted request. The issue is that Additional Fields created under a Service Category can NOT be used for Custom
[SDF-23969] Automation from Incident Request to PO Creation
Hey All Has anyone scripted automation directly from an Incident request to a PO? We run a separate request and approval system in our environment. When a request is approved, an email gets sent to SDP to notify a technician for deployment. Now that we have the Purchase Module, my supervisor would like to convert these approved requests into a PO. Does anyone know if this is possible? I checked out the Business rules, but it looks like I can only convert to a Service request, and then associate that
SLA SMS Notification On SDP Version 10
Hi, I am trying to find a way to trigger a SMS when SLA breaches and gets into 300% of resolution time. Any ideas...
[ForYourInformation -31] Ticket Notes.
Ticket Notes help the technicians get an overview of the happenings and highlights of the ticket. They play a significant role in delivering excellent customer service. The ticket Notes include key information like troubleshooting steps carried out, the user's convenient time, the next plan of action, etc. Ticket Notes are most needed at the time of ticket handoff to the next technician in the same or another department. The ticket Notes should have all the details needed for the next technician
Release 11106 - SDP
Guys, We have some problems in SDP when finished update to version 11106. For example: Service Catalog - some fields is define by default but when some users click to apply we have a error in this fields - "Mandatory Field". But only in IE browser. Google Chrome is fine. So you have this problems? Thanks. Best Regards,
[DidYouKnow-31] Enforce password policy
The need for an effective password policy is undeniable, that I have to admit that I almost feel dubious even writing an article on the subject. It is very important for an organization to follow various aspects of the password. The following are the aspects that need to be considered seriously: Complexity, Length, Strength, and Expiration. Passwords are the first line of protection against any unauthorized access to your application, devices or any for that matter. The administrator as part of
SDP: Re-assign tasks when Technician for ticket is changed
Hi, Is there a way via workflows to change the assignee of dependent tasks for a ticket, when the Technician assigned to the ticket is changed? The idea is to iterate through all tasks and set the assignee to the same tech. Thanks.
Report Issues since upgrade
Hello, We recently upgraded from 10+ to the most recent 11+ version. I have reports that are no longer working. This report gives information about tickets which haven't been updated within the last 7 days, it's currently showing tickets that have been updated. Can somebody help me troubleshoot why it's not giving accurate info since the upgrade? SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", wo.TITLE "Subject", ti.FIRST_NAME "Technician", LONGTODATE(wo.CREATEDTIME) "Created Time"
Procedures to perform ServiceDesk Plus inline upgrade?
Hi All, Can someone here please share the steps that I can follow to perform the upgrade for the ServiceDesk plus Enterprise v11 to the latest edition? Thank you in advance.
LDAP connection with JumpCloud
I have a problem to connect ServiceDesk Plus with JumpCloud LDAP. I've filled in all the data and I'm getting a message that the connection is active, but when I want to import users it shows 0 records each time. Have any of you set something like this up already? Here is all information about JumpCloud ldap: https://support.jumpcloud.com/support/s/article/using-jumpclouds-ldap-as-a-service1
[SDF-85511] Feature Request: Additional Field Reference
Is it possible to reference form(s) that use an additional field? We've hit our 50 field limit and have started going through the list of fields (incident and service) and find it tedious to reference which fields are associated to which form.
[SD-85507] CMDB - Add / Edit Relationships
Hi! As admin I can create / add / edit / delete relationships in the CMDB. I want our user access team to create relationships like: David Meredith - Uses - WorldPay (WEB) These technicians full Asset access to add/edit/remove in their roles as well as the EnableCMDB role. However they can't see the 'Add Relationship' button or the 'List view'. I don't want to give them the SDAdmin role in order to achieve this. Is there a permission that I can add that would do this?
Support Desk Portal for requesters
Hi, I was wondering if there was a way I could show a word document as a widget on the support portal for our clients in anyway? I've new the portal and not sure what I can/cannot do. Thanks
Unable to launch new install of SDP-MSP on new OS
Hi, We have installed on the production environment MSP version 9307, a free version. You must upgrade to the latest version. A test virtual machine (Windows 2008 R2) was created to test the update. And it installed version 9307 cleanly. And when I try to run it I can't get past the splash screen and have the message '.\changeJRE.bat' is not recognized as an internal or external command, operable program or batch file. Can you please help me ? Cheers, Oleg
[Blog] Keys for improving the End-Users' Self-Service Experience
When a user has a problem, he doesn't want to spend hours on the phone trying to fix it. I recently had to work from home and faced an issue with network connectivity that halted my project work. I wanted to fix the issue ASAP as I was running too close to the deadline to submit the project. I didn’t want to reach out to the service provider which would test my patience. Immediately, I checked the service provider's online articles that helped me fix the issue in no time and I felt it was more convenient.
Attach in mails
Hello everyone! :) I have a problem: if a requster writes a ticket, with attached mail (.msg), that attachment can't be seen by technical. Any other atachments look fine and we сan see them
API Notes Help
I have an app that injects tickets into our on-prem system, this works flawlessly. I tried doing the same with a ticket note, example appears solid, it works from the little tester on the webpage. However when I do it from my app, or AdvancedREST that I use for testing, it fails stating the Technician key is invalid, but it is the same key that worked 30 seconds before to open the ticket through the API. Am I missing something?
Link incident ticket to problem and to reply for incident conversation
Hi Team, In Manage engine we are able to link incident to problem but from problem we are not able to view the conversations happened in incident ticket. Our requirement is to link incident ticket to problem and also to view and reply for the conversations happened in incident ticket. Please suggest us to get this. Regards, Karthikeyan R
Send user survey on demand
Hello, we are not using the user survey function yet but would like to initiate it. However I'd like to start slow by sending surveys in response to specific closed survey requests. These would be requests picked out by me, so using the "Match the following criteria" option in the survey configuration wouldn't work for me. Is there a way to select a closed request, and trigger a survey to be sent to the user? thanks
Configuring Self Service "Waiting Update".
Hi all, We are trying to configure the below circled field in the self service portal. What triggers this field to change? We want it to work with requests/incidents, not the service requests. We had assumed that when the request/incident is set to "awaiting user response" this would change.
Purchase Approver View
We have several purchase approvers that are not members of our IT team that need to be able to view all POs where they are listed as an approver. They should not have access to change or modify anything, view only. I need to have more advanced permissions within Purchasing to create the role to limit what is viewed. Our current options only include Cancelling a PO and Adding New Vendor Service.
[SDF-50378] Edit Preview for Solutions
Is there a way to edit or disable the preview for Solutions? The published solutions only has formatting when you click inside. Preview looks terrible!
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