SD+ Roadmap: Update?
With the 9.4 framework released, will we see an update to the roadmap soon? The new framework was communicated as enabling ME to roll-out enhancements quicker and with less effort, but the site still hasn't been updated since October: https://help.servicedeskplus.com/roadmap.html
skip tech when marked on leave for auto assign
We assumed when a tech marked themselves on leave that the auto assign would skip the tech for that day, it appears it does not or we are doing it wrong. Is there a way for techs just to put in their leave, NOT indicate a backup tech, and auto assign skip that tech? We woudl prefer to not have to remove them from round robin every day they leave and add them back in after
[SOLVED] File robots.txt
Good day! I have version 11006, tell me how can I create a robots.txt file and put it on my portal?
[SD-83709] manageengine servicedesk adds 50 years when reopening application
Good day! I installed the latest version of manageengine servicedesk 11005. After this update, I got this kind of bug. The engineer in the application puts the status "Done / On confirmation", the initiator does not like the result and reopens the application, and as a result, her deadline is increased by 49 years: 07/22/2069 09:47. If you look at the magazine, then the date is correct, tell me What is the reason of this error and how to fix it?
[ SD-83189 ] v11002: SD-77786: Help text provided for request fields will be displayed upon hovering over the field.
Running v11003 and notice that the Description field no longer shows the Help Text on hover. Is this field excluded from the Request Fields? This worked before which allowed us to provide some context for the main body of forms. Note: It does show the blue exclamation icon with the correct Help text when using the form builder.
[DidYouKnow - 29] Global Field and Form Rules
We had enhanced the Field and Form Rules as Global FaFR in 11005 builds of Service Desk Plus. Now it is much easier to maintain Field and Form Rules. Benefits of global FaFR: No more duplicating form rules on multiple templates. You can configure a separate set of global rules on Incident and Service templates. You can either convert existing FaFR to global rule or new global rule can be created. You can associate particular FaFR to be a global rule, which can be applied on "All templates" or
IT analytics in 90 seconds: Three ways to keep your end users happy
Identify various ways to boost end user satisfaction using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
Submit change to specific Scheduled CAB
Hi there, Can there be some functionality built so that there is a CAB schedule / calendar so that when changes are technically approved ready for CAB, there is a choice for which CAB it gets presented in? Example #1 - Submit to specific CAB A change has an implementation date of 01/12/2019. A change is technically approved on 01/10/2019. The change gets submitted to CAB on 05/10/2019 or stays in Awaiting CAB Approval for over a month. It's probably too early to be submitted to a CAB in October.
[SDF-68122,SDF-78056,SDF-82456] Request for Chat features, especially the ability to create a request at chat initiation
Hi folks, I love the constant improvements to SDP. The product has come such a long way. I'd love some additional functionality to the chat feature. I do realize that you are adding support for third-party chat systems, but we love having everything in one place inside of SDP. Here are my ideas: Raise Request when Chat is Initiated If someone requires our assistance, we raise a request. One of the strengths of SDP is that when the requester is populated in a request, one has a complete view of the
[DidYouKnow - 28] Technician's unavailability
Hello folks, Have you ever wondered why does this Asterisk mark appears near the technician's name and what does it indicate? As you may know, technicians can mark their leaves in the scheduler and choose an action for the upcoming requests (as in the below screenshot). When technician auto-assign is enabled, the application skips the technician who is
So has manage engine's support taken a vacation?
I have 2 tickets i opened a week ago and neither got a first response or any sort of acknowledgement. #5733321 #5733299 I even opened a ticket saying I'm not getting help and they just added that to one of the tickets... this is piss poor on Manage Engine's side.
LDAPS Import
Is it possible to import from an LDAP SSL connection?
error Installing ServiceDesk Plus as a Linux Service on Debian
Hi Team, I have followed your procedure (https://help.servicedeskplus.com/introduction/installation-linux.html$method3) and this procedure (https://www.youtube.com/watch?v=7I1kdF-XYfU) but I have the error above at the launch of the service : blvtech@FR-SDM01-KNT:/etc/init.d$ sudo /etc/init.d/servicedesk start /etc/init.d/servicedesk: 47: /etc/init.d/servicedesk: Syntax error: word unexpected (expecting "in") Os Version : Debian GNU/Linux 9.11 (stretch) have you ever encountered this kind of
Technicians report
Hello, After upgrading to 11006, we are unable to run the following query report; SELECT AaaUser.FIRST_NAME "Technician", MAX(AaaLogin.NAME) "LoginName", MAX(AaaContactInfo.EMAILID) "Email", MAX(AaaAccSession.USER_HOST) "IP Address", longtodate(MAX(AaaAccSession.OPENTIME)) "Logged In Time" , longtodate(MAX(AaaAccSession.CLOSETIME)) "Logged Out Time" FROM AaaUser INNER JOIN SDUser ON AaaUser.USER_ID=SDUser.USERID INNER JOIN HelpDeskCrew ON SDUser.USERID=HelpDeskCrew.TECHNICIANID LEFT JOIN AaaLogin
[ForYourInformation -30] Auto assign requests based on technician status
Hello folks, With build 10503, we released an enhancement for technician auto-assign feature to assign requests to only the technicians who are currently online. A technician can mark himself offline on his personalize icon. A technician who logs out from the application or marks himself offline will be considered as offline technicians and requests will not
Mandate the fields in Problem module
Hello, Is it possible to mandate the field for problem module while raising the problem requests? Regards, Karthikeyan R
Auto response email
HI, Has anyone created and auto response email for SLA-First Response to be generated when a technician has opened their Request/Incident ticket? We would like to have this occur so we can generate an email and also generate history that the ticket has been opened without having technician put in a note or send requestor an email. Thanks for any ideas or help. Maybe I am missing something simple. Gayla
How you I see who has modified a person record
Someone has changed a person to VIP. Is there a way I can find out who has done these changes on ME SD Plus 10.5 Build 10513
Report for elapsed time / time spent on a ticket
We would like to know the elapsed time an Request was in the hands of a technician, excluding “On hold” and “Awaiting feed-back from the user”. Is there a query that could give us such data? Thanks! Tom
Field and form rules
Hello, I just want to say from my point of view, the field and form rules new global management is wonderful. it does simplify management of rules for templates and really does make this a lot easier to work with. congrats guy's Martin Leblanc
Update Non-IT Asset by API
Hello to all, are there any way to update a Non-IT Asset using the SDP API? is it possible update using serial number? Could you give me some examples? Thanks in advance
Re-assign technicians for the new request
HI All, I have some issues on re-assigning the technicians for a new request. when I found that the technicians was assigned wrongly in the nrw request, i want to change the technicians manually, but it seems not worked as the field was disabled. is there any methods to re-assign the technicians on a new request?
deleted users
Hi, one account is accidentally deleted by one of my service administrator (servicedesk Plus). I need to have the Account again as the requester in the system. I tried to sync it with AD, but the Account is already exist and SDP overwrites the information. The account cannot be recovered from the deleted accounts section. Please advise.
Custom ticket fields and the API
We use some custom fields such as "team" in our tickets, but when I use the "Get Requests" endpoint of the REST API, I can only get data from the default fields (workorderid, subject, requester, createdby, createdtime, duebytime, technician, priority, status, isoverdue). Is there a way to add additional custom fields into the API response? Further, can custom fields be edited through the REST API?
Is it possible to generate Request Subject based on Request ID
I would like to generate the Request subject based on a sequence number e.g. the Request ID for new requests that are not copies of an existing request. Is this possible .. how would I set this up in the template ?
Migrate failed from 10514 to 11000
Hello, What could be the problem?
Follow request
How can I follow request? I need to now when it's resolved and be notificated by email.
[Blog] Are you facing low disk issues on ServiceDesk Plus server ?
In any IT organization running business applications contribute constant data growth on the application installed drive. Data management is much essential on a longer run, to avoid low disk space issues. In the case of ServiceDesk Plus, It primarily deals with ticket management. The tickets can carry data such as inline images, file attachments, conversation, etc. ServiceDesk stores theses data in 2 different places, in the Installation directory, and the Database. It's not always that data need
change names of a lot issues
Hello team! I need to change the name of each issue. I have a lot issues with incorrect name. Can I execute a sentence to do it? Thanks in advance
Duplication of authors of user applications
Hello! Our user visits ManageEngine ServiceDesk Plus 9.0 version 9043. Active Directory synchronization is enabled in the domain. When a user creates a new application, he cannot log in to the portal. Error "The request does not fall within the scope allowed to you. Therefore, you do not have the authority to update this request." Also comes duplication of authors of applications, users who go through AD, and by email. How to change? That there was no duplication of authors of applications?
[DidYouKnow - 26] Restrict receiving emails from unauthorized addresses or domains
Hello folks, We often see questions about how to restrict receiving emails in helpdesk from unauthorized addresses or domains. For example, your organization might want to process emails and generate requests only from the domain users, but not from the email addresses outside of the domain. This can be accomplished by simply specifying the domains/email addresses. To configure this, navigate to Admin > Service Desk Configuration > Mail
[Blog] Is ITAM really necessary?
IT Asset Management comprises, Practices and strategies for overseeing, planning, managing and optimizing company-owned IT assets, software, hardware, processes, and data. Maintaining the relationships and attributes of all of these, across every service in your infrastructure. As the organization grows, there is an immense need to have a well organized and streamlined IT infrastructure. So the undeniable answer is, YES. Unfortunately, not many organizations realize its eminence until they become
Cleaning up previous versions and installs of Service Desk Plus.
Hello, I've been looking at the "patch" folder on the Service Desk Server and it's getting a wee bit messy of late. Versions going back to 9.2.0 which we have no intention of reverting to. My question is this: Can I simply delete the old folders? Or is there a specific clean up command that I can run? Thanks. Gary.
[Blog] Benefits of streamlining the helpdesk with self-help
The self-service portal offers end-users first-line support and encourage them to find information, request services, and resolve their issues faster and directly without involving any helpdesk technicians. Whether you already have a service portal implemented or just exploring the benefits, they can be a critical piece for your helpdesk service strategy. Integrating self-service portals as part of the helpdesk offer greater benefits by providing self-help. For instance, many end users are now tech-savvy
[SOLVED] [SD - 83218] Change Request: Unable to enter text in Description field
When creating a new Change ticket we are unable to type content in the Description field. The text displays backwards and acts erratically. Tested in Chrome/Safari on version 11003 and 11004 with the same results. Not able to reproduce the issue in an Incident Description field or in any other Change ticket field under the Plan tab.
SAML authentication failed. Error code: 53
System Ubuntu 18.04, servicedesk 11006, configured SAML authorization through ADFS.When popitke to log in to the Service Desk throws an error:SAML authentication failed. Error code: 53. In the description of errors, there is no such
Technicians can't create new Requesters
We just upgraded to ServiceDesk Plus Build 11006. As a ServiceDesk Admin I can still create a new Requester when I create a ticket. I see the message "Requester Name does not exist. Do you wish to add a new requester as part of submitting a new request?" I can click the OK button and that works fine. But now our standard Technicians cannot do this. When they try they just receive the message "Requester Name does not exist." No option is presented to add the new Requester. We need our standard Technicians
Adding AD intgration to a field
Hi, Is it possible to add another AD intergrated field (other than name) to a request form? Thanks
Report to show tickets touched by a group or technician
Hello, Could you show me how to have a report with the list of tickets "touched" last month by someone from a group or a list of technician? Report in MSQL Version: 9.4 Build 9401 Thank you for your help. Regards François
Import/Export Data to SDP
Greetings, How I can import / export the asset inventory information? Any ideas? Regards.
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