Strategic Goal tracking
I would like to be able to define strategic goals for the organization and align every request template, project and change to the strategic goal that it satisfies. This would allow us to report on organizational effectiveness and strategic goal fulfillment.
REST API Key
How to get the Technician API Key at runtime by passing the user credentials using rest api functions
Technician/User does not have permissions to view this request filter
hi i have logged a ticket via the api call in our automation engine. I then run a job to get the request so i can see its status. i am using the below but get the error in the subject line. http://servicedesk:8080/sdpapi/request/%3FTECHNICIAN_KEY=FA258170-D8EE-4B95-9C44-A54E3FE36C01&OPERATION_NAME=GET_REQUESTS INPUT_DATA=<Operation><Details><parameter><name>from</name><value>0</value></parameter><parameter><name>limit</name><value>89743</value></parameter><parameter><name>FILTERBY</name><value>89743</value></parameter></Details></Operation>
Recently we have moved to Exchange which email type and port i have to keep . I tried all port numbers
Hi, Please suggest i am using SDP Ver 9.0 9043 . Priviously we are using POP for mail Configuration Settings . Recently we have moved to Exchange . which email type and port i have to keep . I tried all port numbers . In settings i didn't find https so please help me what and which port i have to keep for exchange Mail id . Smtp Settings Saved sucessfully but mail sending option . Regards, D.Chaithanya
Technician Unable to see all tickets assigned in Queue/Group
I have an issue reported that I have been able to verify but do not know how to correct. A technician with the exact same role as everyone else in his queue/group is no longer seeing all tickets in the Request Group View. If he does an advanced search and looks for open tickets in that = his queue and are pending they appear; they all do not show up in his "My Pending" view even though they are assigned to him. Out of 6 tickets he has assigned only 2 are visible from these views if he creates a custom
SLA based on Date Field in Form
Our department has a service request for video production that includes a 'Event Date' field. Our team is required to fulfill the production request 10 days after the indicated event date. Is it possible to create an SLA that takes into consideration the date in this field and starts the timer based on that date? A request may come in a month ahead of the event, so setting a hard 10 day SLA does not work.
Problem setup in Android and IOS apps.
Hi team, I have an issue with SDP. I have this link posted on the Internet, I make settings for IIS for me to stay this way: http://www1.xxxxxxxxxxxxxxx.com.co/SCHelpDesk/ Now, I want to set this address on the Android or IOS apps. How do I make this setup?
How to Enable Local Authentication in Service Desk?
There is a Problem that i have in Service Desk When i was login with administrator account through "Local Authentication" in --> Admin Tab --> Self-Service Portal Settings --> Enable Local Authentication Settings --> Do you want to allow users to login based on Local Authentication? I changed the answer as "NO" !!! Now i cannot login with my administrator account anymore which i could do all my permissions through this account. Could you please tell me how can I Enable Local Authentication again?
Mail fetch issue - Office 365 users
Hi, Lately we are receiving multiple requests with mail fetching issue. We have found that it occurs particularly with the Office 365 users. The issue is due to an update in their SSL certificate. Here's the error trace we see on the logs, Exception when connecting to store.|javax.mail.MessagingException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target;
SCCM integrator with service desk issue
Hi , Please note that i install and configure SCCM integrator successfully , but when I execute the ‘SCCMDBConnector.bat’ the error is appear as shown in attached image , log file contain this : ******************************************************************* Dec 05, 2016 3:16:29 PM com.assetexplorer.sccmconnector.SCCMScanner <init> WARNING: Problem while creating connection to Database Dec 05, 2016 3:16:29 PM com.assetexplorer.sccmconnector.SCCMScanner <init> WARNING: DBServerName,DBName,DBDomainName,DBUserName,DBPassword
Printable Service Request catalog.
Is there a way to print out my service catalog? My boss would like a copy to show to people on what we are doing and to what it looks like. Please let me know if anyone has had this request before. Colby
How long time have been spent by every support group?
Our support technicians are divided Tier 1, Tier 2, Tier 3 teams, when end user call helpdesk (SDP), our T1 support techincian will remote support firt, if can't fix it will flow to T2 support team - on site support. if still can't fix it will flow to T3..., so many requestments need mutil support team solved it, and I want to check every team's time efficiency every day. need the reporting include, how to generate the reporting? Requestment ID end user Spent time
Mobile Device and LDAP
Hi, we have 2 ldap. When i try to connect throw servicedesk/mc or android app. I can't connect. Any ideas?
LDAP authentication for Mobile App
Many higher education institutions use LDAP quite extensively for user provisioning and authentication. We use LDAP with ServiceDesk Plus and would like our technicians who work on-location and in the field to be able to log in to the mobile app to update requests.
The user belongs to a site for which you do not have access
When trying to create a request for a specific requester I get this error. The requester has these symbols in his name [ ] Would this be the issue and how could I resolve it? The department that doesn't exist in the sites of SD+ is written between these brackets. I am running Service Desk 9.2 Build 9211 with an MSSQL database.
Jump To
Hi, We're using ServiceDesk Plus and trying to figure out if the Jump to can be amended to include shortcuts to our own business links or apps ? I understand it's for integration to other functions and tools of the ManageEngine suite, but it would be useful if we could customize that OR if there is another way to add shortcuts to say , our SharePoint sites and apps ? Has anyone managed to figure out if this can be configured to our own needs ? Andrew
Upgraded to latest version of SDP, Can not use Desktop Central quick menus
I cannot use the Desktop Central quick menus. I get a blank page return.
Setting Resolution in Service Request Template
Incident Request Templates allow you to pre-set the Resolution so you can set the status of a request to Resolved ahead of time. I am looking to do the same for an Service Request Template. Obviously the Resolution field isn't available so I am looking to use Field & Form Rules with an On Form Submit rule that executes a script. I can't find the $CS.set command for Resolution. Anyone know the script command to set the Resolution? I am going at this the right way?
Problem with notification
Hi, I have problem with Notification Rules. When I chose "Acknowledge requester by e-mail when the request is updated" and try to change some fields (status, description, subject, etc) of request, I dont get any notification. What reason can be? Also, I create new field with type Date. And I want send auto e-mail to creator of request, when this field will be change. How do it better? Help me please.
Request Tab - Custom View Permissions
Can we add Role permission to hide Custom Views that are are only used by certain Sites or Support Groups? We have two sites, and both sites can see each others Custom Views (though when you click on the other sites view, no tickets are shown). It would help decrease View clutter by not allowing both sides to see each others Customer Views in the Drown Down list for views.
Incomming mail settings problem
Hi, I have implemented your service desk plus trial solution, but I have experienced problems regarding email incomming connfiguration. The username and password are correct, I was able to log into OWA with it, and the emails are being received but Its just not authenticating with Exchange (Exchange Server 2010) properly. I followed the link bellow and checked out everyhing that can possibly be problematic http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html On a server
My Tasks \ Add filters
You can add a filter to display tasks on the main page (/HomePage.do)? By analogy with the requests. Either add the ability to switch to an alternative \ expanded view. There is "Show all Tasks" (/TaskDetails.cc), but the technicians more convenient to have general information in one place. This panel is less thought out and informative. Thanks!
Service Interruption - Limited Support
Some of you may have experienced slow customer service over the last 12 hours or so. Yes, we have an issue and I want to give you an update. A severe cyclone Vardah hit Chennai on Monday, December 12th and passed over the city several hours ago. All offices and schools in the region remained closed today. Zoho’s Chennai office was also closed, with the exception of our customer support staff who came in before the storm hit. However, customer support has been spotty as communication links have been
Work log search
Hello, Is the work log area searchable? Many of our technicians include in the work log what utilities/programs they ran to solve a problem, but they don't want that information visible to the requesters (hence why it's not entered in the description/resolution). I've already read that the notes area is not searchable at this time. What about the work log?
Work Logs
Dears, i would like to know if we can have a report where the work log for each technician will be calculated, in case i need to calculate the time spent on resolving tickets per technician as per tickets work log not started time and ended time.
To be assessed SLA breached
Evening all, I'm looking to build a report, so that i can view the to be assessed which have % of the number of requests that have had a 30 minute SLA breached. This would be for a specific group servicedesk. If possible can i set it for the current week Thanks
Custom Dashboard layout
We would like the ability to re-organize the dashboard or add additional dashboards so that we can highlight various types of real-time data. Currently you can add reports to the dashboard, but you can't change the layout or organization so that your custom items go to the top of the screen.
Email fetching service is getting stopped automatically
We have installed Manage Engine Service Desk Plus 9.2 recently. We are facing the issue in email fetching service its getting stopped periodically. When we start it manually then its working. Kindly suggest the permanent fix to resolve this issue.
Receive items page is blank
Hello, everyone. When I go to receive an item on one specific PO, the screen is gray/blank. However, the rest of my POs open without issue. Any help will be greatly appreciated. With gratitude, Steve
Survey Rules
Any plans to have more conditions on Survey Rule exclusions -? I would like to exclude either by category or by support group
REST calls are not working to create a new request
Hi, We have been trying to create a new help desk request with REST using json content type.as below: http://hnlserdesk01/sdpapi/request?OPERATION_NAME=ADD_REQUEST&TECHNICIAN_KEY=XXXXXXXXXXXXXXXXXXXXXX&format=json&INPUT_DATA={ "operation": { "details": {
Change gantt diagram
Dear Support, It would be nice to have a Gantt diagram for planning my change activities, best regards, Matteo Zambelli Application Process Expert & Development phone +39 035 606445 matteo.zambelli@nwglobalvending.com N&W GLOBAL VENDING SpA ad unico socio Via Roma 24, 24030 Valbrembo (BG) - Italy www.nwglobalvending.com Cap. Soc. € 41.138.297,00 i.v. Reg. Impr. BG, Cod. Fisc. e P. IVA 05035600963 Follow us on P Please consider the environment before printing this e-mail.
How to smartly restrict users from viewing technician specific fields in a template.
Hello Folks, Note: Just in case you missed our earlier quick how-to videos on configuring different tasks in ServiceDesk Plus, head here. Here's another short how-to video on smartly restricting users from viewing certain fields in a template using field and form rules. Check out this video, try it in your environment and give us your feedback in the comments section below.
ServiceDeskPlus 9236 Released
Dear Users, ServiceDeskPlus 9236 is released and can be downloaded from below URL. https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9236: SD-64437: Exception while approving the final stage of a request. SD-64108: XXS vulnerability issue in showing the auto suggestions while creating request. SD-65254: Error while running query report with column name /alias name containing the keyword 'from' and function 'longtodate'. SD-65245: Unable to assign Technician
Change Management - for a small IT dept
Does anyone have examples of workflows for Change Management in Manage Engine within a small IT department. We are team of 8 people, we don't have a dedicated Change Manager, often the change requester and change owner are the same person (the technician). The process here seems a little complicated for such a small department with a lot of phases and steps. Currently we are often bypassing the change process because it is overly complicated. Ideally i would like the technician to submit a change
New Tables
I am not identifying the tables RCTechnicianIDs / requestcharges in version 9.2 9218, were new tables created? Could inform me ....
Resubmit approvals should create a new entry
This refers to both request approvals and PO approvals: Often, when we ask for an approval, it goes unnoticed by the approver, which means that we need to resubmit the approval. However, resubmitting the approval overwrites the original entry in the original approval, which means we have no evidence that the first approval was sent (something often needed to prove that we have been attentive.) Instead of overwriting the original approval, could SDP simply add another row to the table with the new
A few features that really need added and fixed.
1. Allow a user that is CC'd to view a ticket through the user portal. I had created a previous forum pos for it, and the only fix is to allow them to see every ticket in their site, or every ticket by their department which is not a secure way of doing things. 2. Reply to two tickets at the same time. If I click "Reply" on one request, then a new reply window is not spawned, instead it reuses the other one essentially erasing whatever you had written without even prompting you "Are you sure you
My Details Tab Configuration
We'd like to make the My Details tab available to requesters , but we want to configure what they can edit. We only want them to edit their Contact Information. Any way to do this?
Service Request - Generate First Response
I am trying to understand how to initiate a first response in a service request. I have found the "consider as first response" checkbox in notes/worklog - but that only appears for incidents. How can this be accomplished with a service request by a technician without replying to the requester with an emal.
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