Prevent ServiceDesk Plus from auto-assigning site on requests
We don't use sites (except for assets) in our implementation of ServiceDesk Plus and for some reason in the past few weeks, some requests are auto-assigning sites which prevents the ticket from being picked up until that field is cleared. Is there a way to turn that off? I did some searching but was unable to find a way. I think I can probably set up 'field & form rules' to clear it automatically, but I rather not add anything if I can just turn it off. I'm assuming this is getting auto-assigned
[DidYouKnow - 27] How to Add Quick CSI
In this forum post, we are gonna review an unexplored feature of Service Desk Plus "Add Quick CSI" this feature was introduced in 9207 builds of Service Desk Plus. This feature allows Admins to instantly add Category's, Sub-Category's, and Items on a single view. They can either type the Category, Sub-Category and Item one by one or they can copy-paste from any source. Early to this feature release, we had to create the Category, Sub-category, and Item using a separate button. The process was quite
IT analytics in 90 seconds: Balance the workload of your help desk technicians
Ensure faster resolutions by balancing the workload of your help desk technicians using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
Hide incident templates when create new ticket
When requester create new ticket, then it is shown page with templates like application login, internet, email etc and then here it need to click "create new ticket". Is any way to hide this page and go go straight to standard form when ticket is created? thanks
Problem during update
During the update from version 11000 to 11005 the update manager froze and i closed it from task manager. Now service desk is not starting and when i m trying to run update again i get the error. "Your installation version 110005 and database version 11000 are not same.And hence patch cannot applied. Please help.
How to add and view replay thread on requests via API?
Hi Team, please advice to, How to add and view replay thread on requests via API? thanks and regards, AJayan.c
Pending Approvals requests are not showing on approvers home page
Hi, One of our technicians / approver is experiencing an issue where his Pending Approvals are not showing on his home page (Under my Pending request) in ServiceDesk Plus. He receives an email and reminders for same without any issue MSSQL Version 10.5 Build 10511
Remove Other from service categories
i've gone thru and created my service categories and would like to know how to remove the default other option. Any ideas?
[SOLVED] ERRORCODE:1008: Data inconsistency in Application tables
Hello, We are trying upgrade the ManageEngine Service Desk Plus from build version 10012 to 10500, we are getting ERRORCODE:1008: Data inconsistency in Application tables. If anyone had face the same issue and solved it kindly helps us to solve the issue. for reference we had attached the logs folder. Thanks!!
How about adding SCREENSHOTS to your Adminguide?
Trying to find a way how to search the conversations of all my requests in ManageEngine Servicedesk Plus I stumbled on this guide on how to reach "Advanced search": https://www.manageengine.com/products/service-desk-msp/help/adminguide/requests/advanced-search.html So where is this fabled "settings dropdown"? How about ADDING SOME SCREENSHOTS PERHAPS????? An perhaps even what version of the system the guide was created with? (Since I highly doubt this guide is relevant anymore since I found the
Import Users from AD and Azure
Greetings everyone We have ServiceDesk Plus on Premise and we are currently importing most of our users from our Active Directory. However, we also have Customers outside our Domain with an Azure AD. Is there any possibility to import these users as well other than with a CSV-File?
Task Dependencies
I've built a template for my Help Desk to use. The template itself has 9 task on it. These are split between 3 people. I've learned that the Parent/Child dependencies only affects the technician being able to resolve their child task as long as the parent task has been resolved. Our issue is this template is used often so a technicians "Open Task" list fills up very fast. The issue is not all of these task are something the technician is currently working on. Most are child task themselves. I'd like
Software showing under licensed with multiple installs, but not actually installed anywhere
When I click to see where the software is installed it shows no installations. How do I correct the issue so that the dashboard reflects accurately? I own 3 licenses - successfully installed on 2 machines -
Private Solutions and Resolutions
I'm currently looking at rolling out the solutions module for my first line team, the problem I've got is when a member of the team confirms that a solution has worked it adds the entire article to the resolution which we would then need to delete. The articles are not being made available to end users because they detail instructions that cannot be performed by non-administrators or refer to internal procedures that we do not necessarily want to publicise for one reason or another. I've found a
Database failover to another server
Is there a simple way to sync pqsql databases of servicedesk to another server, I don't want to use failover procedure I only need the servicedesk to be synced to another server so that if first server fails the second server should be synced with latest data and can be started manually?
[SDF-83005] Tasks generated by Business Rule after Request Closure (using Request Closing Wizard)
Hello, I am looking for advice on generating & managing mandatory tasks within requests, as my previous method is not working too well since SDP v10. Perhaps there's a better way to handle this. I use Request Templates to generate important tasks on some requests. These tasks must be closed before the technician can close the request. The templates are usually applied by a Business Rule, which is based on the request Category/Sub-category fields (also mandatory fields). When the request is given
Task Deletion
Hi, Would it be possible to disable the access to delete task for certain users?
[ForYourInformation -25] Self Service Portal has been enhanced with new Themes
The Self-Service Portal is a place where the users often visit to manage tickets and to know more about the tasks, announcements, stats, etc within his scope. The Administrator of ServiceDesk Plus can re-arrange widget, change themes periodically, which provides a fresh look and feel for users. In version 11 build 11005 we have introduced four themes that are customizable. Refer to the screenshots given below. Prime Misty Spearmint Ocean To know more about SSP customizations click here. Next - [ForYourInformation
ESM and number of techs per license
We're creating our first ESM instance. Only two users/techs will be using this instance. We do not want either of these techs to be an admin--just regular techs. How does the licensing work in this scenario? And how does the "Owner" work in this scenario? We want any of our current SDP admins to be able to manage the instance. We do not want the techs assigned to it to manage anything. I feel like we would only need a two tech license for this, but I just wanted to make sure because I'm a little
Reply on closed Request behaviour
Good Day Everyone If someone replies through E-mail on a closed request, we are using the Option "Append the reply as conversation to the request and notify technician". This seems to work fine. However, if someone replies to a request who is not the Requester, then the ticket will be reopened. For us this is not really useful since a lot of people are often involved in solving the case and might answer afterwards, not just the requester. Is there any way to solve this?
Custom Scripts - How to automatically share a request using custom triggers
Hello users, This post will to help you share a request automatically using custom triggers.The feature to share request helps technicians and requesters to access a request that is beyond their scope of viewing and editing. You can find more information about this feature here . This is done using an API call to share a request in ServiceDesk Plus.Refer to the comments within the script for more information on the json structure in which data has to be send in the API call for sharing a request.The
How to stop using TLS1.0 when fetching emails
Our exchange server must have TLS 1.0 disabled to pass a security audit. However we have noticed that the handshake from ServiceDesk, when collecting emails via POPS, uses TLS 1.0. See wireshark output below. How do we force ServiceDesk to use TLS 1.1 or 1.2?
Create an incident request for a users group simultaneously by technician Instead of duplication an incident request
Hi, Sometimes it is necessary to simultaneously create an incidents request for a group of users. for exapmle: "Failure to enter payroll software" for UserGroup:"Finance staff" Can you do this now or in the next release? Like Outlook User contact Group Concept
Project and Tasks report is not working
Hello, The following report is not working anymore. Please help me fix it. SELECT projectdet .PROJECTID "Project Id" ,projectdet.TITLE "Project Title" ,projectstatus.STATUSNAME "Project Status" ,projectowner.FIRST_NAME "Project Owner" ,c.comment "Comments" ,md.Milestoneid "Milestone ID" ,md.TITLE "Milestone Title" ,mdon.FIRST_NAME "Milestone Owner" ,mst.StatusName "Milestone Status" ,(select case when md.Createddate=0 then null when md.Createddate=-1 then null else dateadd(ss, md.Createddate/1000,
Scripting problem
Hi, I am having a issue with a script I have been running to populate the subject field with more information after the incident has been submitted. What I want it to do is pull the information that the requester has put into the Subject field and then insert "Incident - CATEGORY -" in front of it (and also pull the Category from its field and insert that too. I am using the script below on form submission but it inserts the "Incident - Category -" part twice when it submits, can you see an obvious
SDP SAML SSO
Hi, is possible to use SAML authentication for SSO? Your Version : 9.3 Build 9327 Thank you Jacir
Script Master 16 : Populate request details on tasks associated [ISSUES FIXED]
Hello users, Hope you all are well. Today's script will help you populate the request details on tasks associated. Say, an incident/service request template has multiple tasks associated and each task will get assigned to a technician. When a task is executed, the technician might have to know some details from the parent request. This script will allow you specify the field names and it will be replaced with the respective values when the request is created. That is, the description/title provided
Problem with description field on requests
Hello to all, after upgrade to 10507 version, we have experienced some issues with body message of emails. After create a request by email, SDP doesn't show correctly body message correctly (SDP shows only in one line without line breaks). It not happens in all messages. We can see any common pattern in the message fails. Do you know how to resolve it? Thanks in advance
[Webinar recording] How to implement CSI in your help desk - Part II - Increasing SLA compliance
In case you missed the second part of our 3-part webinar series on how to implement continual service improvement in your help desk, here is the recording: Part III - How to implement CSI in your help desk - Improving service delivery The final session of this series about improving service delivery is on December 12, 2019. During this session, we'll discuss how you can leverage analytics 1. to identify your base line for service delivery 2. determine the factors influencing your delivery timelines
ITIL 4 compliance - Is SDP and SDP MSP compliant with ITIL 4?
Is SDP and SDP MSP compliant with ITIL 4?
New Errors on Business Rule
Script Action : Executed from business rule id 1501. Result : Execution failed Comments : Premature termination - External Process is not Completed This is a custom integration to connect our On Prem version of SDP to Opsgenie. This was not giving errors before and we would like to know the source of the issue. I have attached the python scripts for connection to Opsgenie. postto - sends the JSON to Opsgenie. sdplus - sends the JSON from Opsgenie to SDP
Auto-approve change request when all CAB members recommend it not working
Hi, I've been doing some testing and with this feature, but it doesn't appear to be working. I have the option selected in the workflow. The selected CAB members get the messages from the system. But when all of the CAB members have recommended, we still have to approve the CR manually into the Implementation stage. Is there a stage status that needs to be set to get the functionality of the auto-approve to work? Thanks, Patrick Korman
Invoice ESM ( Financial Instance)
Finance staff want to create a facility similar to the purchase module but for sell module in ESM ( Financial Instance) 1- Ability to design invoice 2- Exporting invoice to PDF format 3- Send invoice to the Requester 4-use 1000 seperator (,) for display large numbers field Is it possible?
Solution Search is not displaying expected Solutions
Hi folks, I've submitted a support request, but I'd like to ask the community if you are getting similar results (or lack of results) when searching for solutions. We're really trying to push the use and adoption of our self-service portal. We're experiencing some issues for both technician and end-user searches, and we would like advice about how we could better create our solutions or, if it's not just us, bring to light some challenges that might be addressed with a technical solution. I'm going
Add Resource to PM and Incident Template
Heelo Is a way to add Resource to PM and Incident Template in Servicedesk plus?
[SOLVED] Upgrade to 10 error from 9.425
Hi all i try to upgrade from 9.4.2.5 to 10.0 and i have a popup with: "please start and stop the service desk service once before upgrading" I start the service and stopped, but i received the warning continuosly. Can i help me?
[DidYouKnow - 25] User Account Lock Feature
The user "Account Lock" feature prevents security breaches and protects user accounts from potential fraud or abuse. Security settings allow the Administrator to configure security-related options without looking for Technicians to help solve security issues. Administrator in Service Desk Plus can enable this feature at [Admin tab -> General settings -> Security settings ] "Configure account lockout threshold and duration" The admin can configure the settings in such a way that, if a user enters
How to Add/associate Purchase Order number in CI Details of already existing or new workstation asset?
Hi, I see there is Purchase Order number field in CI Details of an asset, for example a workstation asset. But I cannot find any way to edit or add a purchase number to it. Can anyone show me the steps? Thank you all... We're using the latest ME ServiceDesk Plus version 9.1 build 9111.
Adding more then 5 layers of approvals
Is there a way to add more then 5 levels of approvers? We have a few reqests that typically require a few addtional approvals then we are currently able to add.
Report users with the role of approver
I would like to know how I can generate a report where all users with the role of approver are visualized Version SD: 10510 DB: SQL Server
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