CSV file to import assets
Dear All can you please share the CSV file to import assets. Regards
Failed to assign technician
I'm seeing something really weird here and I can't find any commonality. Occasionally, a ticket will simply fail to assign a technician. Here's an example. This is the ticket as it exists. I click on technician to assign it. Click the check mark to save it. I get the pop up that says it updated But the ticket remains unassigned: Help.
What's the value of Business View in CMDB?
We just upgraded to the latest build of SDP and I discovered Business View in CMDB. How does it work? What value your organization got from this feature?
ServiceDesk plus - Custom script
Hi, In the ServiceCatalogue you when you choose "Form and Fields" , is it possible to write a custom script that add a the requester to a Active Directory group when the form is submitted? kr Thomas
Security fix for CVE-2020-10189 - Remote Code Execution has been released!
Remote Access Plus was reported with a vulnerability that lets unauthenticated attackers execute arbitrary code on Remote Access Plus instances. This issue was reported by Steeven Seeley of Source Incite and is now been fixed. The security fix is released in build #10.0.452 and you can download the latest build from here. (or) 1. From your Remote Access Plus web console, click on your current build number in the top right corner. 2. You can find the latest build applicable to you. You can download
Are any ManageEngine products (like ServicedeskPlus) vulnerable to recent "Ghostcat" exploit?
i see referenced in this previous post https://pitstop.manageengine.com/portal/community/topic/java-standalone-application-any-servler-container-like-apache-tomcat-behind that some manageengine products are based on Apache Tomcat. given the most recent "ghostcat" exploit that was discovered, what is the eta for updates to use a version of tomcat which has this patched? Exploit details: https://www.cisecurity.org/advisory/a-vulnerability-in-apache-tomcat-could-allow-for-arbitrary-file-reading-cve-2020-1938_2020-028/
Self-signed SSL Certificate
Good Day If we want to access ServiceDesk Plus via our intranet we get the "Connection to this site is not secure" warning. Therefore, we tried to install a self-signed SSL-certificate. Whilst importing the certificate ServiceDesk Plus throws an error. In the Support-File we found the error "Exception occurred when importing the SSL certificate! : Self signed certificate cannot be imported from UI|". Is there any other way to import the certificate or to get rid of the warning?
Announcement on Ghostcat vulnerability (CVE-2020-1938)
Dear users, Ghostcat is a serious vulnerability in Apache Tomcat discovered by security researcher of Chaitin Tech. Due to a flaw in the Tomcat AJP protocol, an attacker can read or include any files in the webapp directories of Tomcat. For example, an attacker can read the webapp configuration files or source code. In addition, if the target web application has a file upload function, the attacker may execute malicious code on the target host by exploiting file inclusion through Ghostcat vulnerability.
REST API access to create and reply to email converstations
Hello all. Does anyone know if there is an exposed API to view, create and reply to email conversations in a ticket? I can see that there is a well-documneted API for Notes, but I am not able to find anything about Emails. Regards, Alex
SDP 11.1 / site change by user mail
Hi Can I automatically change the site by mail domain for new users? ex: if a@name.com then the site is "NAME"
Large File Attachment Notification to Requester
When a requester submits a ticket with a file attachment larger than 10 MB, the technicians receives a notification that the attachment was dropped. Can we also create a notification that gets sent to the requester when the attachment is dropped due to file size? Thanks
Form Rules on emailed Incidents
Can Field and Form rules run off of Incidents that are mailed in? We're trying to set it up so incidents that are emailed in with a certain subject and sender are sent to the proper group with the correct category set. But the variations of field rules I've tried don't seem to do anything at all on incidents that are emailed in. That's why I'd like to know if they can even run on emailed in request or if they can only run on request made while in ServiceDesk.
[Community Digest] ServiceDesk Plus - February 2020
A lot happens in a month on PitStop around ServiceDesk Plus. And, it's quite likely for you to have missed out on something interesting. So, we decided to bring you all the action of the last month in a digest. Read on and stay updated on all that's making PitStop the most happening IT hub. User Education and Resources: User Education opened to help you use ServiceDesk Plus to its fullest potential, https://www.youtube.com/watch?reload=9&v=EHsZASYhyKU&feature=youtu.be Resources: https://pitstop.manageengine.com/portal/community/topic/one-hundred-ways-to-make-servicedesk-plus-work-for-you-20-2-2020
[SDF-47403] Change Templates - Pre-populated Tasks
Is there a way to configure pre-populated tasks for your change template? Much like you can do in the Request Template under the request workflow? We have recurring system changes to document but do not want to re-create the same tasks everytime the change is created.
postgres data export help needed
I need to bulk export requests with all the data which must include all the conversation history. I have looked through custom reports and analytics plus but i cant find the table/ field where i can grab this from. Our ME database is postgres. Thanks
Service Desk Plus MSSQL query Last Update Time
I'm wanting to see if I can get some help with a SQL query that can add a column showing the number of days since the request was updated. I found the following query below from the forums that filters the database by records. but cant seem to figure out how to make a calculated field that shows the number of days since update. Any help you can give would be greatly appreciated. Thanks Tony Blandin SELECT ti.FIRST_NAME "Technician", wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", cd.CATEGORYNAME
[SDF-24799] Templates for Announcements
Hello, I was wondering if Announcement Templates are on the road map for future releases? Our organization likes to have multiple templates for outages and notifications for the general business. Thanks!
Site Usage
Our organization is a City with many physical locations throughout our municipality. Before we ever started using ServiceDesk we had already called each one of these locations Sites. This caused some confusion early on as we started setting ServiceDesk up and unfortunately was never fixed. By ServiceDesk’s definition we should only have one Site, our City name. But as things are each actual location we have is listed under Sites. After time we made a change to what data is found in the Office field
Exporting closed tickets to a separate database.
Good morning all, I wonder if you can assist? Our database is currently running high and we wish to keep it below the 10 gig threshold SQLExpress has. I have tried the following all with minimal to no success: shrinking the database data delete from aaaaccsession delete from auditrecord delete from recentitems delete from errorlog archiving all closed tickets older than 2 years. Can you please advise on what else can be done to reduce the size of the database? Is there a way to move all closed tickets
Python script for updating tasks
HI I have followed the instructions for installing this python script from this forum https://resources.manageengine.com/resources/resource/python-populate-request-details-in-task-title-and-task-description However, when it executes at point of creation I get the message "No tasks to update" I have 3 tasks within the template & a variety of fields in different formats, surrounded by different delimiters (in case I had missed something) but still get the same error. What am I overlooking here? (I
Waiting for Approval - status is changed to On Hold... How do I turn that off?
I am having the hardest time finding this. I could've sworn I could turn this setting off... I'm trying to turn off the setting that when you send something out for approval, the status automatically goes to On Hold... I can't seem to find how to do that, or if you can even turn it off... Thanks!
Business Rule - Run once / Run limit
Hi, We have a business rule to notify service management when the priority of a ticket is created as P1/P2 or edited to be a P1/P2. The problem is that whenever anything is edited in the ticket from then on the business rule runs every time. We only really need to be notified once. I think there are probably more use cases to imposing a run once or run limit to business rules. In the meantime is there a different way of achieving the behavior I've described above? Thanks in advance, Dave
[SOLVED] API v3 Field and Form Rules Script to get User Additional Field
We are working towards migrating our production environment up to build 11104 from 10513, and in doing so we will need to replace many of our scripts. One such script is a Field and Form rule to get a requester's room number and enter it into a field on the incident template. The room number is defined as a User Additional Field. Any assistance with this would be appreciated.
Spam filter not working for description field
Hi, In 10514 the spam filter for the description field criteria seems to be broken. I saw this fix in your portal: https://pitstop.manageengine.com/portal/kb/articles/spam-filter-not-working-for-description-criteria It says that it's compatible with 11001, but can it be modified to work with 10514 also? Thanks
Dashboard Widgets broken?
I've got a couple of the canned dashboard widgets that have stopped displaying information. Here is a screen shot: Any ideas?
ServiceDesk email in Distribution Group
We have a Distribution Group that we want the ServiceDesk email account to also receive emails from. I have added the email account to the Distribution Group but SDP fails to create tickets from emails that are sent to the distribution group. Is it possible to have SDP create tickets from emails sent to it by distribution groups?
Move Field Information on Database
We've had ServiceDesk for a few years. And we've built many Incident templates in it and in Service Catalog. In that time frame we've created a lot of additional fields in both modules that are similar or redundant. I'd like to perform a bit of clean up on fields that can be consolidated. But I do NOT want to lose information on forms that have been submitted and closed. For example I have four different date fields being used on four different forms. They are as follows. New Employee - Effective
Allow Non-login users to view solutions
this setting "Allow Non-login users to view solutions" dosenot works on servicedesk 1110.5
Create a custom report with Request Status
Hi all I would like to seek for help to create a report by Request Status The report will be look like the attached one from my existing Excel file. Requirement: 1. Group by Category 2. Count of uncompleted ticket for last week 3. Count of created ticket for this week 4. Count of completed ticket for this week (it should include those outstanding ticket from last week that may closed in this week) 5. Count of uncompleted task as of this week (or as of print date) 6. Percentage each category among
Catalan language
Hello, Any plans to add the Catalan language in ServiceDesk Plus? Thank you.
Giá của máy tính để bàn hiện nay là bao nhiêu?
Hiện nay, việc trang bị cho mình một chiếc máy tính để học là vô cùng cần thiết. Trong đó không thể không kể sản phẩm để phục vụ cho việc học công nghệ thông tin như máy tính để bàn trọn bộ. Vậy làm thế nào để có thể tìm được địa chỉ bán uy tín máy bàn
Report Error on Run
We're running into an issue with specific reports when using the Scheduled Start Time variable. We reported it already (Ticket #: 5919930) but have not received a response yet. If I removed the Scheduled Start time from the report, it runs. If I add the variable and try again I get a "Sorry an error has occurred" message.
Change permissions after upgrade
We recently upgraded to 10.0 Build 10013 IT Technicians used to be able to edit changes during the planning stage (and probably other stages) of changes. Now, once the change leaves the submission stage, the edit button disappears. Is there a way to make the edit button show up for technicians again? Here's the role configuration: Here's a screenshot as a technician: Here's a change I worked as the admin account. Thanks! Joanna
[RHEL 8] Upgrade to 10500 fails, and service autostart fails
Service auto-start fail: Followed the instructions here. When I reboot my server this is what I see upon running "Service status servicedesk" and the site is not accessible however the service shows as "active" status. Feb 23 05:28:39 ip-Addr-internal systemd[1]: Starting SYSV: Run the ServiceDesk-Plus program... Feb 23 05:28:39 ip-Addr-internal servicedesk[980]: Starting AdventNet ManageEngine ServiceDesk-Plus Feb 23 05:28:39 ip-Addr-internal systemd[1]: Started SYSV: Run the ServiceDesk-Plus program.
PGSQL database
Can someone help with a query report for a PGSQL database for the guidlines below? Response time - the time between ticket creation date and the first technician response Resolution time - the time between ticket creation and closure dates Average number of tickets created per day Average number of tickets closed per day
Unable to Edit Service Catalog Templates
We are on 11.1 Build 11100, MSSQL. Today I ran into an issue where templates in ServiceCatalog could not be edited. Specific issues below. - If I opened up a field I would not be able to edit any other field of the same type (example: single line) until I closed the template and reopened it. - Selecting the options "Requester can Set" & "Requester can View" only worked some of the time. Most times that change would not even save so the field would not show up under Requester view. - If trying to
Can I upgrade SD plus from B# 10512 direct to B# 11000?
Can I upgrade SD plus from B# 10512 direct to B# 11000? " Migrate from Build 10513, 10514 to 11000 Migrate from Build 11000, 11001, ... 11010 to 11100 Migrate from Build 11100, ... 11104 to 11105 "
Connecting two ServiceDesk Plus applications to one MS SQL database
Hi, is it feasible for me to connect two ServiceDesk applications running on different servers to one database. One ServiceDesk application does not receive any incoming requests but the other one does receive. The applications have different builds or versions running
[SDF-85272] Associate Multiple Incidents to a Problem from Request View
I just updated our SDP instance to Enterprise and I would like to start using the Problems feature. I noticed there is no way to associate multiple incidents in the request view and assign a problem. It would make sense to be able to do this so technicians can select multiple incidents that came in for the same thing. Going to the Problem module and then associating via search doesn't make the most sense. Neither does editing each incident individually.
[SDF-66047] Custom view in Requester login
Hi Team, How to create a custom view in requester login. Regards, Karthikeyan R
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