Searching requesters by Login Name
I'm making a custom interface screen and want my technicians to be able to search requesters directly by Login Name. SearchRequester.do?fromModule=WorkOrder&startsWith=X is fast, but only seems to search on names. SearchN.do?fromModule=WorkOrder&searchText=X can find Login Name, but is much slower since it's searching all fields, I assume. Is there any parameter for either of those functions to do the search I need? Thanks!
Reminder for outstanding approvals
I was wondering if there is a way to configure reminder notifications to be sent to approvers who have not acted on an approval within a certain amount of time. I do know that on the ServiceDesk home page the number of pending approvals appears, but most of our approvers will not be users that will be signed in to ServiceDesk on a regular basis.
Field and Form Rules - what Execution Order
Hi everyone, I have several rules in each section. (on form load, change, submission.. I read the web documentation from ME.. https://help.servicedeskplus.com/configurations/helpdesk/field-form-rules.html and example. What is order of execution in each section. Which rule get executed first, and what happen if two rule try to change the same field?
Architecture performance and scalability
The service desk system is filled with new features, but the architecture of the solution stands still, for example: 1. There is no Fail over services, the implementation of FOS is a warm reserve. This add-on works only on MS windows and does not Fail over. 2. Scalability - there is no possibility of horizontal scaling, for example, several application servers on different servers work simultaneously as a whole (for example, Apache Tomcat cluster), this would also solve the problem of fault tolerance.
End User Desk Portal
Hi all. I am new to the Service Desk platform and thought I would pose the questions here. I have been trying to find the association of the service categories within the "Create an Issue" and "Request a Service" on the web portal. Is there a way to separate out the service categories etc..from these 2 aspects? It seems to me that currently, in either "create an issue" or "request a service", the same information is presented. I feel this could confuse my end users via terminology. I like the idea
OpenLDAP login problems when adding additional fields in table sdldapfieldmap
I added all users from our LDAP-Instance in ServiceDesk Plus in the Admin/Benutzer/LDAP-Section. Unfortunately the name in LDAP is only the login number but I wanted to have first, last and full name available for all requesters. Thereforte I followed the instructions: https://pitstop.manageengine.com/portal/community/topic/how-to-configure-extra-ldap-field-map After I added following columns to the sdldapfieldmap-table in the database INSERT INTO sdldapfieldmap VALUES (7, NULL, 'FullName', 'cn',
Caída total del sistema de Tickets
Buenos días Reporto inconvenientes con el Software Service Desk el cual actualmente se encuentra montado en un servidor. Hace aproximadamente se cayó el Servicio y no quiere arrancar, solicitamos de su apoyo para solucionar el inconveniente el cual no deja acceder al servicio y dar atención a los usuarios
default postgres password for servicedesk 10.5
Hi there, since I upgraded to 10.5 I can't connect to postgres using default user&pass postgres/postgres. What is the current password?
error upgrade from 10.511 to 10.513 - javasql.SQLException: Invalid column name TEMPLATE_META_HANDLER.
this error pops up as soon as i try to load the patch into updatemanager. javasql.SQLException: Invalid column name TEMPLATE_META_HANDLER.
Enterprise Service Management - SDP On-Premise
Does anyone know when the Enterprise service management feature will be available in the On-Premise version of ServiceDesk Plus? I was told in the beginning of 2018 and I see the framework enhancement has been released. I figure this feature goes with that enhancement.
Filter Email Ids to Notify
Is it possible through a script to filter addresses shown in the Directory to a certain domain? We would like the ability to allow users to add a cc'd address in some request forms. The challenge is the directory is quite large and contains many domain addresses (gmail, hotmail, etc..). So to avoid having information shared to the incorrect address or worse, outside of the organization, is there a way to filter this directory?
[SD-82665] Field and Form Rules Tab - Shrink/Remove Action Column
Some of my templates are pretty big. One template I've created is a merger of 8 old forms that we used to use. It has many many Field and Form Rules on it. With the form being so big, and the rules being so numerous it's starting to become a hassle to find the correct rule when making edits to the form. One rule can take up multiple page lengths (when scrolling) due to it showing the Actions that particular rule is taking. My request is that we have the option to hide that Action column. Most everything
[Upcoming webinar] How to implement continual service improvement in your help desk
Implementing continual service improvement in your help doesn't have to be difficult. Join us for our three-part webinar series to discover how easy it is to implement continual service improvement (CSI) in your organization, starting with these specific areas: Part I - Decreasing request resolution times Learn how to visually compare past request resolution times with current resolution times; use analytics to identify and rectify key factors that drag down resolution times. Date: October 17, 2019
Creating a Pick List of Users
I'm interested in creating an incident - additional field which will be populated with a list of ServiceDesk users. I'm hoping to use this to allow users to select those users higher than them in the chain of command for use with approvals. I have never really messed much with scripting in ServiceDesk, so I'm not sure if this is something that will be simple to do.
[ForYourInformation -13] Multilingual translations made too easy
Hello folks, Language is the medium to get travel your words to reach people in different regions. It becomes irksome when you want to set up your business in another country, region, where languages are different than yours and you are not familiar with it. Now, it is not less than a herculean task. With ServiceDesk Plus, you can now translate the user interface texts and personalize the application as per your requirement. You can choose to rename modules or any UI phrases used across the application.
Scheduled Requester Import from CSV with requesters additional fields
Hello guys. I want to import a CSV file contains all requesters everyday and I have tried to read and execute all tips from this two discussions: https://pitstop.manageengine.com/portal/community/topic/scheduled-import https://pitstop.manageengine.com/portal/community/topic/automatically-import-requester-csv-file-in-sdp All works well but I can't import users additional fields specified on "User - Additional fields" --> "Requester additional fields": How I can declare the additional fields in scheduledCSVUserImportMapping.xml?
Picture on the service pack link
Good Afternoon, I am just informing you that the picture is incorrect on your website and makes you seem like you're living in the future.
Need to give ability to set Due by Date to the requester
Hi, we have Servicedesk Plus integrated with email. a requester can open a new request by sending an email to specific mailbox. is there a way we can fatch a date from email and set that date as due by date.
[SDF-29571]Surveys
Hello, I have 2 questions about the survey module: - is it possible to include the survey in the "close request" form ? I want to avoid the user to get 2 email when a request is solved (currently: one for closing the request + one for the survey) - In
Parsing mails
Dears, I've problem in parsing only one command, but its importance is very high. The command is: @@REQUESTTEMPLATE=Printer Problem@@ I read this command should fill the fields with the defaults of the template name provided for XXX. However, I tried using it many times and it never worked out. Is there who can help with this important matter. See screen shots to view examples of my templates Best Regards, Kateba Attachments : Incident templates.png Service Requests templates.png
[SOLVED]Error with sending scheduled report to email [SD-80239]
Greetings, We have an issue with 10.5 Build 10506 + PostgreSQL. When I create a schedule report like this one: SELECT ti.FIRST_NAME "Technician",std.STATUSNAME "Request Status",count(wo.WORKORDERID) "Request Count" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID LEFT JOIN StatusDefinition std ON wos.STATUSID=std.STATUSID WHERE (wo.ISPARENT='1') AND wo.CREATEDTIME >= <from_thismonth>
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\ There is a need to edit the request. 1. So that when choosing an employee, the field should be entered not with CI Name, but with E-mail. 2. Add to the field from the CMDB database only those employees who have filled in the E-mail field.
Widgets missing
Anyone know why there are no widgets in my copy of ServiceDesk Plus? I have done a complete reinstall of the software and still have nothing, before and after restoration of my data. Anyone have any ideas? Your Version : 10.5 Build 10513
Preventive maintenance task
Hi. I wonder if someone could help me to verify the next information about Preventive Maintenance Task function 1- I have a maintenance task that shall be executed each month for the rest of 2019 only. I wonder if the task can be restricted to be generated only in 2019 and not to repeat during 2020?. In other words I want to restrict a monthly preventive maintenance task but just for a single year. 2- Also for the same situation above, we want that the task that shall be no longer valid in 2020
Custom Report : Additional column to calculate days since TICKET has been created
Hi, My installation as below. ServiceDesk Plus Standard Build number: 10513 Db: PostgreSQL ver 10.5 I'm wondering if anyone can help to create a report with additional column to show number of days since the TICKET has been created. Thanks.
SPD v10510 Internal error
Hi Updated SDP v10500 to v10510 and now alot of users get Internal error message when they change stuff in requests. The problem is browser related, some users have problem in chrome/IE, for others it works. Some users has no problems at all. Browser cache is cleared. SDP v10510 SQL 2014 //Peter
Creating an additional field for selecting approvers
Good afternoon. We use the 10th version of SDP. The organization has more than 10,000 bidders. In certain situations, it is necessary to obtain approval of treatment. We tried to use the "select approvers" field, but this is inconvenient because, this field loads the entire list at once, loading the field takes more than 20 seconds. Is it possible to create an additional field, by the rules of fields and forms add to it all the initiators of the application and technical experts, and write a script
Deleted technician Scheduled report not visible on Owner's account who deleted the technician
Hello Team, One of my employee has left the org. i found few scheduled report were there in her account. so i have deleted the account from application. as per the application behavior if i have delete the technician all the scheduled report must move from exit employee account to mu account scheduled report. but here i am not able to see any scheduled report created by exit employee. please help me for deletion of scheduled reports created by exit employee. i can see the scheduled report using the
Question about feature on SDP roadmap
I was reading the SDP roadmap here: https://help.servicedeskplus.com/roadmap.html Under Planning > Requests > Related Workflow, there's this item: Creating dependent requests for service request through templates. Can someone please explain what exactly this feature is? Thanks!
Open customer page
Hi, There is any way to open customer page by phone number or ID? Regrads, Cezary
Add Images/Attachments to Announcements
It doesn't seem to be possible to add images and/or attachments to announcements sent out. Can this currently be done by some workaround? Or perhaps this is a feature that is to be added.
API Calls to create new ticket
Hello, What API calls do I need to make in order to have SDP; 1. CREATE to tickets 2. UPDATE existing tickets Thanks Rob
[ SDF-50585 ] Change Email Notification
Hi When an email gets sent out from Servicedesk plus notifying each status change, is it possible to include the reson for change be included witihin the body of the email Is there a database schema we can refer to? For example: The below is the template within a status: is it possible to include the reason for change as per below to be included when an email is sent out? Field is only an example of whqat i belevie the variable is.
Technician only Template - Edited by Requester
Hi there, We have created an incident template which is only available to Technicians. Requesters do not see it in their Portal and can't select it for new tickets. We've allowed access for requester to edit their tickets generally, but when they edit this template they have access to edit everything the technician does. Including ticket assignment etc. Aside from removing the users access to edit tickets is there any way around this? TIA! Dave
Bar code scanning integration
We have Service desk plus. But we also want to be able to track the physical assets by bar code sticker on equipment and be able to track with scanner. Is there any way to integrate this (with a 3rd party program) in servicedesk? IS tehre an add-on we can buy from manage engine that will do this? Lastly how do other IT departments track their physical inventory with bar code stickers
Multiple Requesters for one Ticket
Greetings everyone I was wondering if there is any possibility to add multiple Requesters to a single Ticket. We often have Tickets, which affect more than one of our customers. Therefore, this would be a great option. I know about the function with the "E-Mail Ids to Notify", however this only accounts for the messages, which are sent manually. System Notifications from the Request Life Cycle are not sent to the E-Mail Ids to Notify or is there any way to achieve this? Thank you very much.
Issues with pasting images into requests and solutions
I'm using SDP 10512 with Firefox 69 and Chrome 77. When using Firefox and pasting an image into a request, the image gets pasted twice. When pasting into a solution, it also gets pasted twice. When using Chrome, I'm unable to paste an image into a request--nothing happens. HOWEVER, I can paste an image into a solution without issue. Is there a solution or workaround to this? Thanks.
ESM - What happens when users put their request in the wrong Instance?
Can it easliy be moved to another instance?
JavaScript Field and Form rules
Hi, From what I have gathered you do not have access to the entire JavaScript "catalogue" in field and form rules. Therefore I was wondering if there is some way I can get SDP MSP to understand "\n" in a field and form rule. //Thomas
Change field mode
There is a need to change the operating mode of the field Select Approvers. To make it function like a field E-mail Id(s) To Notify. When the cursor was hovering over a field, the data was not displayed, and when hovering over the icon next to the field, a search page appeared, but not all the values of this field. Our company employs more than 10,000 employees; when you move the cursor on the field Select Approvers, it loads for a long time. Thank.
Next Page