Asset + Access Tracking
Hi there, I'm not very familiar with the asset module in SDP so if there is relevant documentation please let me know. We have SDP and Desktop Central. We're trying to build a view of a users assets and accesses. The common scenario is that a user leaves the business so we need to know did they have: Assets This is fine. These are recorded and associated through Desktop Central. Licenced software installed to those assets This is fine. These are recorded and associated through Desktop Central. Access
Send one request to two groups - BCC
Hi If an email comes into Service Desk, and it is sent via BCC to two different teams – How do I create a ticket for each team? In business rules I can only route it to one template or to one group. In other words an email comes in via a BCC to two different teams – I need a ticket created for both teams but don’t see a way to do that.
SDP mobile app and SSO Roadmap
Any plans to update the SSO capability for SDP mobile app?
[Webinar recording] How to implement CSI in your help desk - Part III - Improving service delivery
In case you missed the final part of our 3-part webinar series on how to implement continual service improvement in your help desk, here is the recording: If you want to listen to the first two parts, here are the links: Part 1 - https://www.youtube.com/watch?v=nyCXEpKmC5Q Part 2 - https://www.youtube.com/watch?v=fCgITGG3fpk&feature=youtu.be The reports and dashboards featured in the webinar were built using Analytics Plus, ManageEngine's AI-powered IT analytics solution. Click the button
Built in fields in custom reports
I'm looking for ways to improve our categorisation and reporting and ideally need Category Description, Subcategory Description and Template available in the Custom Report Wizard 'Available Columns' list. While I'm aware this can be done through query reports, this is not sufficient as it doesn't allow for custom reports to be generated using these fields in a flexible manner. I've done this in the past but it's not typically adopted by teams who use the product. From what I can tell, this could
SLA's - Can this be done?
If a request is assigned to an technician, then the technician should get the notification in the first escalation and then to a supervisor on the second escalation. If the request is unassigned, then the first escalation should come to the supervisor.
Servicedesk default search
Hi to all, we have upgraded some SDP installations to 11.0 (Build 11005) and we have detected that when we use search bar (with "Requests" -> "Default search") the application doesnt search into de description field (it seems that app only search in subject field) Is it this the expected behavior? Thanks in advance
[SDF-84106] Pending Approval Icon Update request
The ‘My Requests or Tasks’ filtered view is very helpful in being able to see what the approval status of the ticket associated to a task is. I think it could be improved by displaying the Stage that is currently pending approval in the pending approval icon area. Obviously we won’t know exactly which approval is on which stage, but for our environment, we will have a pretty good guess as to what’s pending if we know which stage is pending. This would help us to know approximately how long it will
The attach parameter specified an invalid value
Hello, After updating to version 10514, I cannot attach files in the Answer form. The attach parameter specified an invalid value. What could be the problem?
Task Formatting
Can a task retain formatting from the Task View? Feature Request Formatted as this: Displays as this: This causes items to get missed in a task that has multiple items within the task.
Add Pending Approval icon to Task View
From comment thread on topic ‘Approval Templates’ https://pitstop.manageengine.com/portal/community/topic/approval-templates-10-3-2016 As I said, the ‘My Requests or Tasks’ filtered view is very helpful in seeing the approval status of the ticket associated to a task, but there are scenarios where the task is in my group, but assigned to another technician, I’d like to be able to see the ticket approval status from the task view, when I’m reviewing tasks assigned to our group. When my coworker, who
Locked out
I have installed the servicedesk professional and since syncing our active directory I’m unable to login as an admin to administer the system can only login as a requester. I have tried our ad admin accounts and the built in servicedesk admin accounts without success. Any help would be appreciated
IT analytics in 90 seconds: Track the efficiency of your knowledge base
Understand how efficient your knowledge base articles and solutions are with the Solution Effectiveness report in Analytics Plus. If you're not already using Analytics Plus, download your free, 30-day trial today:
Maximum Description Size
What’s the maximum description size? How do images inserted into a description impact the description size? We have a couple of custom trigger that add to the description information related to the ticket. WE wonder if there's a point where we will run out of space. The SQL Server database field is a VARCHAR(MAX).
Service Desk Plus Reports - Help, I'm Lost!
I am hoping someone can help me figure this out. I need two reports, and have tried many of the built-in reports and making them via the custom reports. I can't seem to get close and was hoping someone could help? Report 1 Created and resolved tickets by month with data points on a line chart. Ticket count up the left, time along the bottom. Months shown as YYYY-MM. Report 2 Resolved tickets by month by technician. Data points on a line chart. Each technician is a line, ticket count up the left,
Non-IT Assets VS IT Assets on SDP
Hi, I am currently tagging some monitors at our company and I will be manually adding them onto SDP. I am unsure whether to tag them under IT Asset or Non-IT Asset. I know they are IT assets but if I use this section of SDP, it will take up a node which costs money. We only have 500 nodes so I need to be careful. If I use Monitors under the non-it asset section, then it doesn’t take up a node. I can’t scan monitors, so surely the non-it asset section will be ok? Is there a difference in IT assets
v3 APl Timeline question
Just a general question about if there is a timeline for the release of the rest of the v3 API as there are some things we are running into trying to automate Change requests and were hoping to get a ballpark on that. If there were any workarounds at automating the Planning stage of a Change like maybe through email command, that would also help us out.
Notification Rule "Email the group technicians when a Task is assigned to a group" always results in failed notification
With the "Email the group technicians when a Task is assigned to a group." notification rule enabled, when I create a task assigned only to a group, the sending of the notification always fails.
How to export full catagoes tree from SERVICE DESK PLUS
please can some one provide me with a query to export the full catagory tree structure Your Version : 10.5 Build 10513 Build Latest Version : 11.0 Build 11007 Thank you
[Blog] How Survey statistics help your business grow
When running a business, it's always good to know, How do we perform? and How the users value us? Our view and opinion as a product developer, marketers, investor, support executive or any organizational employee will certainly differ from the user's perspective. All we needed is to bridge the gap between the two communities. Most of the organizations fail at this point from knowing what users really need. There are plenty of failure stories that had affected the reputation of popular companies.
Error Upgrade SDP from version 10 to 10.5
I am currently experiencing an error during the upgrade from version 10 to 10.5. During the upgrade process I noticed the system tried to check postgresql but did not receive a response. resulting in an error upgrade process. Has anyone already had this problem please help me. I use MSSQL 2008 for database Thanks,
Script Master - 3: How to implement dynamic request approval through custom triggers with configurable CSV file.
Good morning folks! First, I'd like to wish all our users a happy thanksgiving on behalf of ManageEngine Pitstop. We all know that one size doesn't fit all. This is true even in the case of request approvals. Not every request must be imposed with the same approval mechanism. So this week, the Script Master's post is about having a dynamic request approval mechanism in place through custom triggers with configurable CSV file . In case you've missed the Script Master's post last week, head here.
Meraki switch or AP & network scan
Does anyone use Meraki switches or access points and been successful in using network scan to inventory them in Service Desk Assets? How did you do it?
Table Technician profile photo and status
The following is stored in Which table of ServieDesk database? 1- Status of technicians logged into the Servicedesk (Online/Offline) 2- Technicians profile photos
E-Mail Replies - Creating new tickets, not appending
Hi there, This is happening inconsistently so it's been difficult to investigate. Most user replies are being imported into the existing tickets. Some user e-mail replies are just creating new tickets. An example is below: Imported to Ticket 1260 RE: Ticket 1260 BI Publisher: Actual vs Priced and History Created 1528 RE: Ticket 1260 BI Publisher: Actual vs Priced and History We've had to merge this with the existing ticket 1260. I spoke to the user and they clicked Reply to an item in their sent
SDP Report for requesters marked for deletion
Hello to all, we need a report (SQL) to extract all requesters that SDP has marked for deletion (AD Sync with manual deletion). Could someone help us? Thanks in advance
Custom Action Triggers
Is there a limit to the number of custom triggers on ticket creation? We are using these and curious what to expect as we continue to grow our usage of service desk.
[SDF - 59417] Worklog tab is not visible for Requester
Hello Team, Request id work log details is not visible for requester's who raises the tickets to us. Can you please help me to visible the worklog tab for requesters. We are in 10012 build servicedesk pro plus with PGSQL database. Thanks Subrata Pradhan
Important: Expiry of IOS Push Notification Certificate
Dear User ServiceDesk Plus IOS push notification certificate will expire on December 12, 2019. To continue using the push notification service, upgrade to ServiceDesk Plus version 11007. Alternately, you can follow the steps: 1. Shut down your application. 2. Navigate to <SDP_home>\conf. 3. Paste the SDPProductionCertificate.p12 file downloaded from here. Also, delete the existing file. 4. Start the application. Regards Edwin Vasantha Kumar Servicedesk Plus Team
How to extract the Service Catalog structure in reports
Hi, I am looking to extract the complete Service Catalog struction with its Category subcategory as we need to review the same
Alert if a ticket has not been edited in a set amount of time.
I was hoping there was a way or ServiceDesk Plus to either send an email or alert the Technician in some way if a ticket has not been updated after a certain amount of time? We have some tickets that sit in the system for a while as we are awaiting framework updates which can take weeks to come through, I want ServiceDesk to alert the Technician to update the ticket every 72 hours to that things don't get missed.
"My Assets" TAB
Hello, Is there a technical opportunity to provide the user with information about the assets that are assigned to him? It would be ideal if this information was on a separate tab "My assets". Something like the one in the screenshot
Notify new requester
Hello, After you have changed the requester can SDplus auto send a notification to the new requester ? //Daniel
Report export changes semicolons to commas
Hi, if I export a group memberchip report to excel or csv in the exported file the semicolon of the report field ar changed to commas. Which makes it impossible to process the data.
LDAPS - certificate
I can see in SDP that LDAPS is now supported, but when I go through the steps to enable it, I get the following warning message: "FAILURE: Domain Controller saved successfully, but error occurred while trying to connect to LDAP Server in secured mode. You need to import the LDAP server certificate for LDAP mode." Where in SDP can the LDAP server certificate be imported? I have searched the documentation, but can't find any info? So any pointer would be highly appreciated!
Email notification for reply in web interface
Small company. 4 people in IT. We currently have a helpdesk@ address that people email their requests to. That email address is a distro group that drops the request in the 4 mailboxes. It's ugly to make sure nothing gets missed. I'm using helpdesk2@ for the software with the reply-to address as helpdesk@ so when an email comes out from the software and the user replies it will end up in the 4 mailboxes as well as SD+ because i'll be adding helpdesk2@ to the distribution group. Scenario: User
[## 5707887 ##] License maxed out
Unable to add the new asset to in the portal. We have issue with adding new asset to the Asset manage engine portal. Please find the attached the screenshot for your reference and assist us to fix this issue asap. Tried to update the license renewal file but still issue persists
Requests - workflows
Is there a way that we can setup ServiceDesk, so for request for access to roles a approval request will be sent out to the appropriate person? We have multiple role approvers depending on the type of role.
Integration of Service Desk Plus Ticketing Tool with Qradar (SIEM Tool)
I want to integrate Service Desk Ticketing tool with Qradar. Can you help me by clarifying one of my doubt. Actually we are planning to send event data from Qradar as JSON event data format via forwarding destination option in Qradar, creating a channel over port 32004 (TCP). How will the service desk receive the request and can create the ticket accordingly. Please help me with this by explaining me the process of accepting the JSON format request over port 32004 at Service Desk end. Waiting for
Restricting "Change Approver" role to specific Technician
Hi, In the existing Change template we would like to restrict Technicians who can be assigned as "Change Approver". Pl let us know how to implement the same. Currently any person who has been assigned with technician access can be assigned as "Change Approver" Regards R Karthikeyan
Next Page