Auto-close Incidents attached to a Problem and/or Change Request
When closing a Problem or completing a Change Request all Incidents attached should automatically close. There could be a large number of incidents that are attached to a Problem and it would be more efficient to close these along with the Problem rather than close them individually. This could be an option in the Change Closure Rules and Problem Closure Rules.
Network scan and Windows domian scan permission
Hi, In my scenario, I have several sites and each site has himself asset manager. I wanna to access permission to each asset manager in site. Already this feature is not exist in SDP, but it's very useful in multi site organization. What should I do?
Survey Functionality only for default incident template?
Good Day We want to make use of the survey function of Servicedesk Plus. However we have multiple incident templates and the survey only gets sent if you close a ticket with the default template. If you close a ticket with another template, the survey does not get sent. How can I achieve, that the survey gets sent when closing any incident template?
Duplicated pictures in Description - problem
Hi, We have issues with duplicated pictures in description field. It should be just one picture attached but it isn't one but 2 of them. Please see attachment! Thanks in advance! Br, Domagoj
Visibility of tasks in Scheduler to Groups
Hi, We receive external notifications which is required to be passed on to specific groups in addition to specific technicians . We wanted to use the Calendar (Scheduler) available, wherein tasks can be created and assigned to groups/ technicians, multiple selection options. As per the current options available under Tasks to be created in Scheduler, the tasks can be assigned to only specific Technicians. Can any other option be suggested to meet the requirement. Can we add Groups to be assigned
Barcode Scanner
Hello, can anyone recommend a specific brand/model Barcode scanner which integrates well in Manageengine service desk plus? We would like to utilize the option for generating barcodes for New and Existing Assets. We are running version number 11.1 , Build 11105 Regards
[Free e-book] Resolve your help desk's biggest challenges with analytics
Help desks are constantly firefighting with little or no time to look into their own problems such as staffing or technician skill. This e-book outlines a few key help desk challenges and offers actionable solutions to tackle them.
Allow techs to pickup but not assign.
I have an issue where my technicians are sending tickets to other technicians. Is it possible to seperate the pickup and assign features? I have tried disabling the feature os "assign" in the role but then they cannot pickup eaither. Please Help...
How to free up disk space for SDP server?
Hi, Can someone advise me what are the ways to free up disk space on SDP server? It is running low on disk space. Build Information My Version : 9.2 Build 9236 Thanks
ServiceDesk - Resending a response appoints several lines of blank text
I've noticed this recently but I am not sure if this is intentional or not. When i am in a ticket and i go to 'resend' an e-mail, it opens to the reply screen but it appends several blank lines above the original reply. This does not happen in any other situation that i've noticed. An example is below.
Response Time VERY SLOW TODAY
Is there a problem with ManageEngine in the Cloud? We have noticed very slow response time today, and over the last hour, some are getting kicked out altogether.
Upgrade failed 10008 to 10500 Windows Postgres Error Migrating
During the update process, an error appears in Postgresql migration. Log: [2020-03-11 17:56:45.176 CET]|[3456]|LOG: database system is shut down [2020-03-11 17:56:50.106 CET]|[4788]|LOG: database system was shut down at 2020-03-11 17:56:45 CET [2020-03-11 17:56:50.121 CET]|[3092]|LOG: database system is ready to accept connections [2020-03-11 17:56:50.527 CET]|[4580]|FATAL: no pg_hba.conf entry for host "::1", user "postgres", database "postgres", SSL off [2020-03-11 17:59:07.073 CET]|[2548]|ERROR:
Cannot login to ServiceDesk after update from 8.0 to 9.3
I introduce myself, I'm Martin izquierdo, I work in the Technical Support area of an IT company, we use ServiceDesk Free, we were in version 8.0, we have upgraded to version 9.3 (we are trying to update it to the latest version), What happened is that after restarting the virtual machine on which Servicedesk is mounted, we could not log in again with any user to the ServiceDesk console, we have tried many instructions that we have found online, of your Forums, and we have not been lucky, we need
Incident Request Workflow
I have a need to funnel Facilities requests to sub-queues. The idea would be that an incoming request get's filtered by the email address and directed to the Facility queue, which would have sub-queues for each location. What's the best way to handle this in ME? Sorry new user to this... Bill
Problem after update
We tried to upgrade from version 9307 to version 9336, according to this instruction https://www.manageengine.com/products/service-desk/migration-sequence.html Update was successful. But after entering the administrator login and password, the system gives an error (russian) What could be the reason?
Approval through an email
Hi All! I have a "Requester" who are approver for the one of the services in SD+. Everything is OK, that person can make approvements in SD+ portal. Just one question - is it possible to approve through an email without using a portal ? Thanks.
Service request report
Hi there, I need to run a report from service requests which include additional fields (below) Column Name UDF_LONG1 UDF_CHAR1 UDF_CHAR10 UDF_CHAR2 UDF_CHAR3 UDF_CHAR4 UDF_DATE1 UDF_DATE2 UDF_DOUBLE1 UDF_DOUBLE2 UDF_CHAR5 UDF_DOUBLE3 UDF_CHAR6 UDF_DOUBLE4 UDF_DOUBLE5 UDF_CHAR7 UDF_CHAR9 Could someone please help me with the query? I do have service request query, and i have tried to add the above fields, but not working? SELECT wo.WORKORDERID AS "Request ID",
wo.TITLE AS "Subject",
Import requesters from multiple countries at one go
We need to import requesters from different countries. Instead of importing the requesters from one country at a time, can we import requesters from multiple countries at one go? If yes, then how?
5936812
can anyone help me with the below issue when I want to modify the LDAP password is gives error update failed and I am not able to import the user from active directory as well
Ability to Assign Technician in another group from Dropdown.
We currently have an On-Prem instance with multiple groups. All of the tickets default to the Tier 1 group. Many times, the Tier 2 team forwards in tickets for themselves. It would be beneficial if you could assign multiple tickets from the Requests' Assign dropdown no matter what group the technician is in. SDP should be smart enough to automatically change the group based on what technician you select. When I select the technician I'd like to assign to, *the technician themselves* it gives me an
Announcement on directory traversal vulnerability
Dear users, We had identified directory traversal vulnerability (also known as file path traversal) in ServiceDesk Plus which is a web security vulnerability that allows an attacker to read arbitrary files on the server that is running the application. This vulnerability has been reported in the build 11100 and we have fixed it in the latest patch 11106. We request you all to upgrade the application to the latest build if you are on any build between 11100 and 11105. You can download the service
[SDF-48875, SDF-52451, SDF-43382, SD-85391 and SD-85392] Link request behaviour
Some suggestions for linking requests :) 1) On my browser (Firefox for Mac) the link popup window is always too small so you have to scroll down to find the link button. Would be nice if it was visible from the outset as otherwise it's not obvious it's there! 2) It would be really handy if tickets from the same requester were highlighted/displayed by default as I find that the vast majority of link requests are where someone asks a different question on the tail of a previous one. 3) It'd be nice
Worklog Report
With the new worklogs, I'm trying to get a report together that consolidates the worklogs across all modules from the chargestable. I'm not sure how to get what the worklog was tied to. Here is the data I am looking for: Origin Type (Request, Change, etc.) Origin ID Technician Description CreatedTime Time Spent I am looking to get this data for a specific range - Daily, Weekly, Monthly, etc. I am on pgsql.
[SDF-37014, SDF-34893] Paste images to Notes
Hi Several users can no longer paste images in Notes with Chrome. It works with IE. SDP 11010, but we have problem with SDP 11007 too. OS: Windows 10
ServiceDesk Plus Workflow Status Changes
Simple workflow question. I need to build the below workflows but am unable to find where to do this. I'm ready to move to another ticket system if this isn't possible and very frustrated with ServiceDesk Plus. Nothing I've found is as intuitive and simple as it should be (and is with most other ticketing systems I've used). Help is appreciated. When status = “Waiting on User” and the end user responds to the ticket, the ticket status is updated to “User Responded” If ticket is in “Waiting on
My Tasks - sort options
Is it possible to sort the tasks under My Tasks by different criteria? Is it possible to have it behave like the Task pane does under the Request tab? Also need to see more info or stretch the text field that is displayed.
ITSM analytics case study: Happiest Minds Technologies automates IT reporting using Analytics Plus
Happiest Minds Technologies, Bengaluru, India, is a leading IT services company focused on delivering seamless customer experiences across industry sectors such as retail, e-commerce, banking, insurance, IT, engineering R&D, and manufacturing. The company wanted a fully automated analytics program to gain real-time insights from an array of IT applications in a single console. The challenge was that their IT data was scattered across several IT applications and tools. The team at Happiest Minds
ManageEngine Community and Support search
It would be really be an improvement if we could narrow search in a time frame. example : last 6 months. what happend 10 years ago is not really relevant when i search the KB or the community. the way it works as now, it is a pain when i look for a specific topic. Martin.
API REST - Access is denied for the operation [read]
'm trying to use the REST API to query a request, but I'm having problems. I'm using PHP. I generated the API key for the user. When trying to query a ticket, but is returning the following error: "3015 Access is denied. Access is denied for the operation [read]." Are there any releases that I need to assign to the user before consulting a request? I didn't find anything about it in the documentation.
Define accesss to Assets & Tasks Group
Ability add permission to Tech. to view their group tasks and group assets. Roles\Permistion\All in group & Assigned to Technician [Requests and Changes & Assets & Tasks ]
FOS service heartbeat/ping interval
Hi, community. I am curious on how does the FOS heartbeat checking works. I know that SDP is using ICMP for the checking of the availability of the server. But the question is, is it continuous or does it have a 360 seconds interval per ping sent. Thank you in advance.
Audible alert upon notification in SDP?
I was wondering if it is possible to get an audible alert on my workstation in SDP? Thanks, Adam
"Invalid CSRF Token" error when picking up or assigning a ticket
Hello When we try to pick up or assign a ticket, we get error "INVALID_CSRF_TOKEN". This seems to be happening when we access servicedesk site from outside our work network. We can pick up and assign a ticket within our network. We recently upgraded, and are at latest version (11.1, Build 11105). It was a long time coming, we were at 10.5 Build 10510. The INVALID_CSRF_TOKEN is a new error AFTER the upgrade. This was NOT an issue BEFORE upgrade. Seems that this issue was caused by the upgrade. Any
[RHEL 8] [SDP v11000] Claims port 80/443 are occupied but they are not
Upon running netstat nothing is occuping port 80/443. When changing it from the Web UI it says port 80/443 is occupied. Running the "changeWebServerPort.sh" script results in the same error.
[SDF-27213] Custom views for requests - using "and" & "or" in the same view
Hi Community, Is it possible to use the logical operations "and" & "or" together in the same custom view? Here is an example for a better understanding: I'd like to create a custom view with the following parameters: - Ticket is assigned to Tech xx or - Ticket is not assigned to a Support Group and - Ticket Request Status is not 'Closed' or 'Resolved' As of right now it is not possible to configure it as seen above, because you can only use "or" or "and" twice or none. Thanks for the help! Best Regards,
[SDF - 85361] Custom Trigger to add Announcment
I'm trying to find a way to list all Onboarding/Offboarding request in a place Users who submit those forms can see them. These users are from different Departments and they don't need to be able to see other request from their Department or other Departments. Without giving them that access, the only way I can think of is to list the subject of each Onboarding/Offboarding request on Announcements. That way they can go out there and see if one has been submitted already for a user in their department.
Dynamic field in incident/service template
Hi, I need some field that add dynamically. Like my attachment I want to add this type of field to my incident/service template. What should I do? Do you have a workaround?
Populate additional requester details in request fields using Field and Form Rules
Greetings Portal Version 10.5 I am trying to fill out an additional field in the request with information from the additional field of the requestor. I follow the instructions, nothing happens. https://pitstop.manageengine.com/portal/kb/articles/how-to-populate-additional-requester-details-in-request-fields-using-field-and-form-rules My script works when loading a form, it looks like this. //-----------------------Inputs Required--------------------// var requestAdditionalFieldID = 'WorkOrder_Fields_UDF_CHAR2';
[SDF - 84265] Requests Color Settings
Hi Community, We'd like to use the color settings in the requests tab to differiate between two different things: - Group is not assigned = red - Group is assigned but no technician = orange The first term is working without any problems, but we can't configure the second. It is also looks like it's not possible to use two different terms together, as you can only differiate between the same terms - for an example you can't use the following color scheme: - Group is not assigned = red - Status is
Database Query Request - Technician Logon History
Would it be possible to query the database to find out when a technician last logged onto SDP and also how many times they've logged into the system? I'm trying to create a report that will show people who are assigned technician licenses who are not using or rarely use the system and should be removed as technicians. ServiceDesk Plus (On Premise) Build: 11105 Database: MSSQL
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