Problem with servicedesk Plus release v9229
Hi Problem with latest SDP when upgraded from 9227 to 9229. service shutsdown right after start. I have to revert database and server, but I notices this in log: java.lang.IllegalArgumentException: Row instantiated for an unknown table: TierComponent /Peter
ServiceDesk Plus 9230 Released
Dear Users, SDP 9230 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9230: SD-64082 : Unable to fetch mails due to connection exhaust. SD-64270 : Connection error occurs while trying to fetch mails using IMAP. SD-64061 , SD-64084 , SD-63886 , SD-63821 : Duplicate 'New PO' and 'Delete' buttons appear in the PO ListView page. SD-63997 : Unable to search Purchase Orders from global search using PO's item
Specification reports
Hi Guys, I am wondering if there is a way in Servicedesk to get a Hardware/Software specification report for specific devices? This report would give me in detail, the # hard drives, RAM and processors in a specific device. I would like to do an inventory of the servers and hopefully this feature is available in Servicedesk. Thanks.
Share tickets(Requests)
Is it possible to share tickets between 2 diferent ServiceDesk instalations?
Associate a PO to a contract or a license agreement
As an expansion of the Purchase system, when I am receiving items, I would like to be able to include Contracts (e.g. Firewall maintenance) and License Agreements (Service/Support) and have it link to the appropriate places in SDP. If anyone else is interested in this, if you could please click on Like in the Forum. Joanne Rogers
Email address related with template of request in Service Desk PLUS.
Hello, I have a requests' template and in it, there is a field: send notification to the specific email addresses. Every time, when I'm using this template, I must put adresses manually. So, I would like to have option in SDP+, which gives me opportunity to create this kind of field but with possibility to put in it permament email addresses.
Deployment & use of Windows Agent
Hello All, Previously the company I have been working for has always used the ae_scan method of keeping track of server changes but we wish to move to the network agent. I have 2 queries: 1) Is there a way of deploying the windows agent to servers without having to get the server to reboot? (Instead of manually installing it on every server of course) 2) Is there any way other than task scheduler to automate the Windows Agent updating Service Desk for each server at a specific time? Any advice would
Rest api CI insert/update with xml
Hi, Can you give an XML REST API code example for to update CI I looked for all api documents but i couldnt achieve to update CI informations. For example; CI Type : IP_Phone CI Name : Phone_A Site : Europe Department : Information Technology Owner User : Robert
REST API "No Conversation present for request: xxxx" for GET_CONVERSATIONS
I am trying to retrieve conversations with REST API in C# but no luck. I get the response below for any requests I tried. The technician key is for the administrator and this key gets/adds requests successfully. I have followed the Admin guide (https://www.manageengine.com/products/service-desk/help/adminguide/api/request-operations.html#conversation). my URL: http://<servername>:<port number>/sdpapi/request/<request id>/conversation/ 1.The operation name "GET_CONVERSATIONS " should be sent as a
Proxy Settings issue
We have upgraded to version 9.2 build 9231 on our test server, but we get the following notification When we click on it the following error comes up. The proxy settings are correct. Is there a way to turn this off?
ServiceDesk Plus 9232 Released
Dear Users, SDP 9232 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9232: SD-64457: Admin Page gets misaligned in the Arabic language. SD-65033: Desktop Central Action names appear garbled in Non-English Languages. SD-64461: Unable to perform translations using the developer tool. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
Custom Trigger PowerShell Argument Question
I am working on a custom trigger based on a powershell script on the resources section (https://resources.manageengine.com/resources/resource/powershell-script-to-send-custom-email-notifications-through-custom-triggers) I need to pass some data that is in an additional field (UDF_CHAR15)...Is it possible to pass this data as an argument or are we limited to those defined here: https://www.manageengine.com/products/service-desk/help/adminguide/configurations/helpdesk/custom-triggers.html If its possible
How to add columns to archive requests
Can someone tell me how to add more columns to add columns to archive request system
Which operators are available while searching?
When doing an advanced search, which operators can I use in the description search box? If I search for Bob Smith, which results will I get? If I search for "Bob Smith" will I get different results when using quotes? Is it possible to search for a requester while typing his or her name instead of having to choose them from the pick list?
Re-open request when requester reply on closed request not working
Hi Team, Description : Resolution is : Click here to Close Request If not satisfied, reply to this mail to re-open the Request Requested have closed request by clicking on Close request. After few hours requester have replied on closed request to reopen request as same issue happen again. However in SD+ request is not getting reopen as well as not able to find mail in conversation that request have replied on closed request. On self service service portal setting "When the requester replies through
I want to send an acknowledgment email to the requester when a request is created (not only when received)
Hi, I can see how to acknowledge a receipt of an email to create a request, but I want to send an acknowledgment email to the requester when a request is created even if it is by Technician using the web interface etc . Currently, the requester gets an email upon receive but not on creation....Is there something I can turn on?
Scheduled task run time incorrect
Hi Could you tell me please why the time scheduled for a task to run, and the stated next run time are so different? The dashboard update tasks are 4.5 hours out... The scheduled report run time is 16.5 hours out... The time on the server is correct, the region is correct, and the time zone is correct. Why the discrepancy please? Many thanks
Self service portal customisation
Hi - i am wanting to add the Template Categories to the Self Service Portal as a widget but when i add the address to the widget it also shows the menu. How can i show the categories without the menu showing too? Example
servicehelp desk
I can only connect to the Administrative Centre using http://localhost:8150 but I cannot connect by using either my IP address (http://ipaddress:8150) or my servername (http://servername:8150).
Verify Upgrade - Post-Upgrade-Checklist
Hi guys! I'm throwing this out and maybe I'm lucky or it will just lead to a bunch of crazy stuff. I got this question a few time now from some customers. My answer today is: "Check the logs, click around, and of course you do this in a test environment." It's regarding a checklist after upgrading the product. Like a "post-upgrade checklist". I know that the logs are telling a bunch of stuff and messages like "successfully upgrade". What I'm asking for is more a checklist the customers can go through
Pass Through and SSO issues
Hi, I have setup Service Desk Plus and all is ok apart from the Pass Through will not function or SSO and the computer has been successfully created in AD to allow this to work. I can only logon with local authentication and not via AD. Any ideas what else I can do?
File Links
Hi, Just a strange question. If I stored some templates on the server (Excel files). How could I link these in a Ticket ? The idea is we provide a template link that needs to be completed and then attached to a Service Request......and we want to avoid linking to the network or SharePoint. I'm sure I can shove it in fileattachments..but unsure how to identify the link or stop it from being overwritten. Any ideas ? Andrew
Report Remote Computer TimeZone
Hi, How can I do remote computer TimeZone Report?
Software report
It's been a while, but I though I could run a tabular report that would was grouped by software and listed what workstations had it installed. I can't find one. Anyone know a query to run this? Thanks Chuck
Report to show assets not correctly assigned
Hi, would like to create a report to show where assigned assets do not match the last logged in user, is this possible? We manually assign assets (laptops) when issued to staff but sometimes the asset is not correctly updated by our technicians and so we need to flag these up for remedial.
Approvals (Print Customizer)
Hi, Is it possible to add in future a possiblity of printing "Approvals" in printing requests?
Email spoofed to appear to come from technicians
Is it possible that when a technician emails the requestor the email appears to come from the technicians email defined in their profile but the reply to address is actually the service desk email which allows the ticket to be updated?
Task Notification prior to due date
I've seen where a task notification can be sent to the task owner when the task is assigned, and when the task becomes due, however, I can't seem to find an option to send a notification for an incomplete task that is due "x" days prior to the due date - example: There is a task that is incomplete and due in 2 days. I want a notification sent to remind the task owner that the task will be due in 2 days. Is this possible?
Disable modul
Hello How can I disable the module that I have identified. I do not want that users would have seen him. This can be done? Thank you
Average Time between Technician Assigned and first response
Hi, Is it possible to have a report that shows the average time between a request being assigned to a technician and the first response time by that technician for each week. We are are using the PGSQL database. Thank you in advance, George
CREATEDTIME
Hi. I'm from Russia. Sorry for my English There is a standard query that shows outstanding requests for the current day: VICEID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN StatusDefinition std ON wos.STATUSID=std.STATUSID LEFT JOIN RequestResolver rrr ON wo.WORKORDERID=rrr.REQUESTID LEFT JOIN RequestResolution rrs ON rrr.REQUESTID=rrs.REQUESTID WHERE (((((serdef.NAME = N'КХ НСИ' COLLATE Cyrillic_General_CI_AS) AND ((std.STATUSNAME = N'Открыто' COLLATE Cyrillic_General_CI_AS)
Due By Date
Can the DueBy date or any of the other date fields be added to the incident template? I have an item set up for "Off-Boarding" an employee, I would like the submitter to be able to set the date which it needs to be done by without having to go back in after the ticket is created to set the date.
Not able to Mandate or Non-Mandate "Select Approver"field in Form Rules
Dear all, I'm trying to have the select approver depend on the item being set, but I'm not able to select this field. Some of the Items do require approval, while others do not require it, therefore this issue. Kind regards, JS
Access to specific elements of rquest
I would like to ask you for create option in service desk, which will be responsible for giving permissions only to see specific elements of request. For example: serviceman from one group will be able only to see tasks and/or attachments, but not content of request, which has been created by member of another group.
Function $CS.addOptions doesn't work
Hi, I wanted to make a simply script to add an option of choose of one field. script: $CS.addOptions("ServiceReq_1801_UDF_CHAR2",["Piotr","Andrzej","Jerzy"]); Unfortunately it doesn't work. For example function: $CS.removeAllOptions(["ServiceReq_1801_UDF_CHAR2"]); works correctly. Do you know what can be a reason of this?
Service request - Submitter select approver for workflow
Hi Whats the best method for a submitter of a service request to be able to select the approver in one of the stages of a workflow. Have a large org and the submitted needs to select the approver depending on cost centers and line manager. Cheers
Extend PO view to requester
It would be nice to extent the Purchase Order Viewer role to specific requesters besides technicians. E.g. it would be beneficial for our finance department to access PO's if they needed to verify the PO against an invoice they received. This would save time for them as they would not have to notify me and wait on me to print and email them the PO.
assign the right to the requester to chose the site
Experts, i want to assign the right to the requester to chose the site when opening new ticket.
Log On To Box on Home Page
Hi For the Log On To box , how can I default this to my domain instead of ---Choose--- Thanks
API
I have read all the API documentation and I can't find if it's possible to retrieve multiple requests. In my case I want to retrieve all requests that are either open, or unassigned. Is this possible with the API? Thanks.
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