ReadMe document of SDP before the release 9400 is not available
Hi Expert, It's found the ReadMe document of SDP before the release 9400 is not availabe through the link as below. https://www.manageengine.com/products/service-desk/readme.html Since the release of our SDP is 9230 and we're going to upgrade it recently, we want to know the details of upgrade service pack. Where could we get the required info? Or would you please send it to me? Thanks Oliver
Technicians \ VIP
We have users - technicians who also have "VIP status" and send requests to other departments. I can somehow mark them as a VIP-User? This option is only available for users - requesters. P.S.: Do you plan to add the icons for the groups of technicians and users? By analogy withVIP users. Visually, it helps to use.
[ForYourInformation -18] Designate technicians as VIP users
Hello folks, From version 11, a technician can be flagged as a VIP user. Navigate to ESM directory > User Management > Users, search for the user and mark him as a VIP user. Once marked, the VIP batch would be displayed in the technician list view. Benefits of marking technicians as VIP users, Executives like CEO, CIO, CFO, and other high-level IT Managers can be listed as technicians. They will
PHP Create Request v3 API Issue
I'm guessing I am missing something simple. Can can't seem to get my sample code to create a new request. The code: $payload = ' { "request": { "subject": "API Test Ticket", "description": "Some sample JSON to test v3 API", "requester": { "email_id": "bbunny@amce.com" } } } '; $ch = curl_init(); curl_setopt($ch, CURLOPT_CUSTOMREQUEST, "POST"); curl_setopt($ch, CURLOPT_RETURNTRANSFER, true); curl_setopt($ch, CURLOPT_HTTPHEADER, array( 'Accept: application/vnd.manageengine.sdp.v3+json', 'TECHNICIAN_KEY:
ESM Release: Schema Changes and Query Report Handling
ESM Release 11.0 has few tables' schema changes involved. Please refer the modified/removed tables and columns as explained in this post. Also, we have tried our best to run the db queries, written based on old schema, after conversion process. Schema Changes Any query reports based on the old schema or any new query based on the old table schema will be modified automatically using the new schema and executed in the database. Errors during the replacement are tracked in the FailedQuery.html file
notify technician when requester reply through email
I know that there is an option for the REQUESTER to get notified when a tech reply through email is appended to a request but what about the other way around? I'd like that when a REQUESTER replies through email and THAT is appended to the request, the TECHNICIAN gets a notification about that reply. Currently the conversation in the request gets updated, but the Tech has no idea that the Requester has responded to the email. makes tracking the conversation dependent on watching the ticket specifically.
Unable to Login using SAML on Build 10512
SDP Build: 10512 DB: MSSQL 2012 IDP: ADFS 2016 I have been trying to enable SAML in our ServiceDesk+ installation for the last couple of days but have been hitting a problem with the user's account not being loaded even though they have authenticated successfully. When the user logs in with SAML, they receive the below message: Unfortunately, this error code doesn't appear in the troubleshooting guide. I can see sso.log has been created on the SDP Server, but it is empty. The serverout0.txt file
Request-ID inside a Message for correct Assigning
Good Day I have some thought of how the Request-ID works and what could be improved from my point of view. As far as I know Messages are only assigned to the correct Ticket if the Request-ID. is inside the Subject of an E-Mail in the Format #Nr.#. For us it would be great if it were also possible that a Message is assigned if the Number is inside the Message itself and not only in the subject. Furthermore, it would be great if we could have multiple options for editing the Ticket-Nr. I know that
[SD-82254] CSRF vulnerability when adding a note in an incident
Hello, We've detected a CSRF vulnerability when adding a note in an incident. Can you fix it asap? Thanks and regards, vincent
Cannot Login Using Administrator or Guest Account
Hello. I have successfully installed ServiceDesk Plus (using Postgres). When launching the application, the login screen appears with no errors. However, if I try to use the administrator or guest login I am receiving the following error: Username or Password is incorrect I have never logged in before. I have found other posts and documentation for resetting the admin password for for MySQL and MS SQL but nothing for Postgres. Can someone please tell me how to solve this problem so I can get into
[ForYourInformation -17]: Add your own HTML for external web page
The ESM portal's layout and theme can be customized. External links to an organization's resource page or an intranet page can be added to the portal as well. To Customize the HTML goto [ ESM Directory -> ESM Portal Customization -> Customize ] For embedding the new card, you will have to place the below HTML after {{{{portal-cards}}} <a href="https://www.manageengine.com/network-monitoring/"> <div class="portal-widget"> <div class="row justify-content-around"> <div class="col-xs-4">
Permission denied when updating
Hello! Maybe you can help me. When I update SD 10.5 on 11 have a error: 14.10.2019 9:52:08 [com.adventnet.servicedesk.updatemgr.util.SDPreProcessor] [SEVERE] : Problem during installation of patch: ERROR: could not open file "base/16510/44980": Permission denied where: SQL statement "DELETE FROM ONLY "public"."citype_301" WHERE $1 OPERATOR(pg_catalog.=) "ciid"" 14.10.2019 9:52:08 [SYSERR] [INFO] : org.postgresql.util.PSQLException: ERROR: could not open file "base/16510/44980": Permission denied
Error Mail Collection
good morning, we are having problems with the mail collection service. The service after 1 minute (predefined time) automatically stops. The service starts again but still stops. it was updated from version 10.6 to 11 build 11001 but the error persists. Attached probable cause: "Error processing email with subjectOfMail : Delivery Status and messageid : <c18a4c9c-45ba-4b7b-8471-3f2f315349cf@SRV-EXCHANGE.epbcentral.epb.com.ar>. SO STOPPING THE THREAD" Regards
Version 11 Custom Reports
Good Day I was studying the changes for version 11 of ServiceDesk Plus. There I found out that Custom Reports are not available anymore. Could someone explain what exactly this means? We have created multiple custom reports based on existing reports. Are these not available anymore after the update?
Colorization of View for SLA Violations
I see that in v11 there is now a Color Settings available in the Requester View. It does allow to change row color based on four items which is nice. However has anyone used it or other scripting to change the view color (or text color) if an item has surpassed the Resolution SLA? (if it's even possible). Just curious, thanks.
Notification template not used when assigning a technician
I'm on V11000. When a user creates a ticket by mail and the technician is assigned using the request overview/list page the user get's the wrong template. When the ticket is opened and saved (no changes) and then the technician is assigned using the request overview/list page the user get's the correct template (configured in the Notification rules).
Technician - Time Elapsed
Hi, I'm new to Service Desk, and need to report on some information. I'm trying to create a report (if there isn't one already) to show me a list of Requests & Tasks (but Separate reports would be fine) and the Time spent on them filtered by Technician, but am currently struggling to do this. I'm looking for a report to run on "yesterday" for a filtered to a particular technician so I can see how much "Time" they have spent on that Request or Task for that particular day, and a total at the bottom
New SDP On-Premise Installation, Linux vs Windows, Are Both Feature Complete?
In the coming months I'll be installing a new SDP on-premise server, and begin using it rather than our existing helpdesk application. However, I've not yet decided as to which server operating system to use out of Linux (Ubuntu) or Windows. One factor that will influence the decison is do both server operating systems support ALL the features of on-premise SDP. For example our desktop environment is Windows, so working WMI scans and single sign on against Active Directory are 100% required. Does
configuring email instances in service desk plus
Hi i would like to know whether it is possible to configure Service deskplus with 2 different outgoing emails. For example: 1. an incident is raised and email gets sent out using service@test to the customer. so they know it is regarding incident and frm service Desk. 2. A change is raised and at each stage etc an email is sent from change@test to key people. this is so people know an email is from Change management team and refers to changes in the Service desk plus system. thankyou
ESM - is there a view for a user to see thier requests from all instances?
Hi I would like to put some views on the Self Service Portal ESM front page, where the user can see all of their requests, and approvals for all instances of the ESM tool? If this possible? Thanks Darryl
Request Closure Code - Notification Variable
Where are we with getting this variable added to the closed notification template? I did a quick search and found several enhancement requests from other users: 5yrs ago: SDF-45930 4yrs ago: SDF-53130 8months ago: SDF-40452
Script to auto fill current login Technician Support Group
Hi everyone, I found this form the forum $CS.setText("TECHNICIAN",sdp_user.USERNAME); which I can used in the Form Rule to auto fill the current Login in Technician Name. Is there another one for the Current Support Group of the Login Technician. The Technician can be in several Support Group, so is there a Home Group or can it autofill the first Group the Technician belong to? Regards.
Restoring DB goes wrong
Hello, I want to change my DB from pgSQL to MSSQL. I made all the instruction, but database is not restoring. It says: Unable to restore database : invalid column name 'appl_id' invalid column name 'appl_id'
[ SDF-27451 ] Not continual Operational Hours
Hi, Two ideas. About Operation Hours necessity of our customers. 1.- Some customers needs SLA during not continual operation hours, I mean, start time 8am and stop time 2pm and start again at 3pm to 6pm of end time. we can't do that. 2- Also, some customers need configure a diferent operation hours friday, for example, monday to thursday start time from 8am to 8pm end time and friday from 8am to 3pm. we can't do that too. We need a solution, I find an other post about this second idea https://pitstop.manageengine.com/portal/community/topic/different-daily-operational-hours has
Security Warning after upgrading to 10.5
I am getting the following message at the top of the window when I login to ServiceDesk Plus. I have just updated to 10.5 Build 10500 When I click in the link to reset the password, it takes me to my profile. Is this user part of the database or application? Thanks. Whe Security Security Warning: Default Credentials Not Reset: Default Credentials Not Reset Reset the password for the guest account to avoid any potential security incidents. Click here to reset the guest password.
Shortcut Icons to Start/Stop ManageEngine
When I am doing an upgrade to apply a service pack I don't have any icons at the location below to allow me to start / stop ServiceDesk. Start -> Programs -> ManageEngine ServiceDesk Plus What are the short cuts so that I can add them
E-Mail IDs to Notify does not work properly
Good Day The function "E-Mail IDs to Notify" does not work properly. If we fill in an E-Mail-Adress during the manual ticket creation, it seems to work fine. However if a ticket is created automatically via mail-to-ticket and we edit the field "E-Mail IDs to Notify" afterwards, the CC Addresses are not shown whilst replying to a message. Is there a solution for this problem or could you fix it with the coming update? Thank you very much.
[ForYourInformation -16] ServiceDesk Plus Chat as an External Widget
Hello folks, One doesn't need to be a marketing expert to know that quality customer service plays a crucial role in business. Your customers are the ones who spread the word about you and help grow your customer base. Nowadays, we have a lot of online customers, who love to shop either on the website, or even order via social networks. A lot of things that weren’t possible a decade ago are now common practice. Similarly, one way of improving your helpdesk is by adding the chat as an external widget.
Adding own HTML for external webpage in ESM
Hi, Can you give an example how to include an external link? We would like to add an extra button besides IT Helpdesk, HR Helpdesk that redirects to a specific Webapplication to report specific issues. This is what I read in the explanation : The ESM portal's layout and theme can be customized. External links to an organization's resource page or an intranet page can be added into the portal as well. To customize, Click Customize the Portal under Customize the ESM Portal section. On the Customization
How to populate user names in a request additional field.
I used this instruction, it works fine, thanks. https://pitstop.manageengine.com/portal/kb/articles/how-to-populate-user-names-in-request-additional-field How to edit a script so that Ci Name + Ci Type + Description is displayed in the field You probably need to edit the block. "<returnFields>" + "<name> CI Name </name>" + "</returnFields>" + How to do it? Thank.
Filtering the assets list
Is it possible to filter the list of displayed Product Type in the assets field when loading a form or by other criteria.
"SD-76722"Error while reordering service catalog
JUST WHY!?
Incident Categories
Hi, Can someone please help me understand how incident categories work. I have an incident template called "Printer problem". This has a default Service Category of "Hardware" and Category of "Printers". When browsing for this incident template it is shown under the "Hardware Category". I believe this is the Service Categories I have configured in the Service Catalog. I want to group this under the Incident Category "Printers". I want to have different Service Catalog categories and Incident Catalog
[DidYouKnow -16] Ticket closure automation
Automation features in the ITSM tool certainly improve the quality of service provided to customers. Automation ensures less human error and high reliability, which in turn reduces the workload of technicians. Enabling "Auto Ticket Closure" in Service Desk Plus is a simple process. Admin can enable this feature from [Admin tab -> Helpdesk Customizer -> Request Closing Rules ] he can define the number of days after which a ticket should be moved to "Closed Status" Once the technician provides
[ SDF-66790 ] Working Hour
Hi, my Helpdesk - Operational Hours is 08:00 - 12:30 and 14:00 - 17:30. How can I set this on Service Desk plus?
[ SDF - 66458 ]Script to Share Request with user selected by the requester
I would like to develop an incident additional field labeled "On Behalf Of" which, when populated with a user's name, will then trigger a script to automatically share the request with supplied user. I've seen references to scripts for automatically sharing requests, but every time I try to get to the script, the URL points to a page that no longer exists. For example, the second link on this page: https://pitstop.manageengine.com/portal/community/topic/custom-scripts-how-to-automatically-share-a-request-using-custom-triggers
[ForYourInformation -15] Priority Matrix
Tickets in an IT Organization are always considered as an important component. Priority is the key factor that defines its importance. More focus will be always on tickets with "High Priority" ( where the customer expects quick resolution). The ticketing tool used by the IT organization should have perfect metrics to identify tickets Priority. If we start considering all tickets based on labels as "High priority" it will burden the ticket coordinators and gives a chance of more ticket violations.
Custom Matrix report based on Technician Department vs Request Status
Hi, I'm trying to create custom Matrix report based on Technician Department vs Request Status. The problem I have is, the department always show "Not Assigned", after checking around.. I believe this is because the Department from the drop list in the Custom Matrix report are the Requester Department and not the Technician department. Is there way to show Technician Department vs Request Status?
Use of additional fields in an appointment as an approver.
How can additional fields be used in approval scripts via custom triggers. The goal is to appoint as an approver the employee selected in additional fields.
[ SDF-82709 ] Sort by SLA Due By Column
Hello, Is there any chance that making the SLA Due By column in the requests view sortable? We would like to see the SLA's about to expire at the top of the screen. Thanks, James
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