[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
[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...
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