[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
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!
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