Backup/Export Custom Reports
Dear Support, I am looking for a script/report that I can create to produce a report for me that have the configuration of my custom Reports & Queries. I would like to see the Type, Name/Title, SQL query. I would like to run this report to create system documentation so if we ever have to rebuilt we will have the report queries to re-create. Regards Albe
Desktop Experience Option
Hi all, Has anyone installed or activated this feature?? I can open .pdf files from the SD+ client but other files do not open or have to be saved to desktop. Thanks
Warning in serverout0.txt
Hi, we currently run SDP build 9225, but even before upgrade we see a warning in serverout0.txt. [07:44:46:032]|[08-24-2016]|[com.manageengine.jobscheduler.JobQueue]|[INFO]|[134]|: checkAndFillQueueFromDB: jobQueueSize: 0; jobInfoQueueSize: 300| [07:44:46:032]|[08-24-2016]|[com.manageengine.jobscheduler.JobQueue]|[INFO]|[134]|: JobQueue.size is less than JobInfoQueueSize. So going to fill from db if available in DB| [07:44:46:032]|[08-24-2016]|[com.manageengine.jobscheduler.JobSchedulerUtil]|[INFO]|[134]|:
unable to restore the backup
unable to restore the backup
ServiceDeks Plus 9036 change postgres to mysql
Hi support, I have a ServiceDesk Plus version 9036 Mysql 5.1.50 for database I installed it follow this step - Installed form source ManageEngine_ServiceDesk_Plus_64bit.exe ( version 9036) ,and mysql was installed form mysql-5.1.50-winx64.exe - While was installing I chose postgres . then the install was finished , I run changeDBServer.bat to chang postgres to mysql. But it is warning WARNING : Base table or view not found, message from server: "Table 'servicedesk.GlobalConfig' doesn't exist"
Open tasks
Open tasks shows wrong data for IT specialist, it's shows wrong number of assigned tasks.. How I cans olve this issue.. And how I can add new Member as admin rights to the mange engine.. Thanks
Automatic Notifications
I was wondering if it would be possible to set up a specific notification. lets say the same person calls in multiple times for the same issue in a specific amount of time, is it possible to send an automatic notification on this? Here is our basic use of service desk plus, We have users across the nation who fall under managers and then regional managers. when they have an issue they call a specific department who resolves the issue and puts a ticket in. Now, lets say John Doe has to have his
Creating a TEST system of Service Desk Plus
I am looking to create a test version of Service Desk Plus so that we can start the upgrade process internally. We are currently on v 9.0 Build 9041 and are looking to get current. Where can I find the install files to build the test system at the same version we are currently running?
User not showing in Asset workstation list but does show in workstation details
I am wondering why for this computer the user is showing up in the workstation details but not on the asset workstation list?
Cannot Search Sites and Cannot Assign Site to a Requestor
We are not able to search for a site to assign to a user. 1) We type in the site we want to search and click go. 2) When we do we get an error that says" Sorry an error has occurred" Unknown Error Occurred while processing your request. 3) If i scroll to the site instead of clicking go it lets me pick the site 4) After hitting save and going back into check the Site is gone again. Also there is no department name to pick from but that could be a separate issue. The user is not able to see requests
disable to delete the approvale
Dear Sir, Is there any option to disable the deleting the approval in the service catalog, And add new approval request for the technician.Means I dot want any tech to delete the and new approval request. PFA
Make Task Title match the Request Subject
Hello I wanted to see if the following is possible. Outside of actual service desk functions, my organization is also leveraging the features of this software to track other items. I'd like to find a way for the tasks automated via the workflows and field and form rules to have the Task Title changed to match the Subject of the Request. For my use case, I am always the requester. I will enter a request that will often need the attention of several managers. We have 3 different Request categories,
Announcements
ServiceDesk announcements is a great place for people to keep up to date with the latest information presented by the IT team. Is there any talk about setting up a "subscribe" button so that people can subscribe to announcements rather than having to go to the helpdesk site to view announcements.
Custom report of tasks witk costs
Hi team, I need a query where display me the following fields: Task ID Owner Time taken to resolve Other charge Start time End time Description Total Time Taken I need this report to Requests, Changes, Problems, Projects and tasks. SDP have version 9.2 build 9229 in PGSQL.
How to delete service field
Please tell me to process delete service field.
addtional requester detailes
hi, is there any option to add one more field requester details as attached file , we need to crate new one field name"Manger Name" and no need from end-user to write the name of his manager as text we need like requester details to take correct name form active directory . then after write the manager name the system sent approval request to that name selected in the "manager name "field.
Requests - Custom Action not showing
I have a custom Action in Stage 1 named PCI. I shows in the Status Drop down within a request. But it doesn't stick. If I choose "Requested for Information", the Status will reflect that. How can I make my PCI act the same way? want to: On PCI, move to Submission-PCI. How do I get my value in that list?
Resource Info Fields
Hi, I have two questions regarding Resource Info questions in the Service Catalog function. 1) We designed a Service Catalog Service Request and for some reason one of the Resource Info questions doesn't appear when its submitted. When you complete the form it's all fine, but when it appears in our queue it's blank and if you change it manually it stays blank! The other questions are fine. Would it be advised to delete it and recreate it ? 2) Can the custom script be used to hide options on a dropdown
Field and Form Rules not sufficient
Good day, I have set up a service catalog. One of the services is providing compute infrastructure for the new user. In our organisation, each company and department procures their own hardware so part of the service request form is a question that asks the manager to specify whether he has an existing computer available or if IT should procure a new computer on his behalf that meets the minimum system specification. Should the manager indicate that he has a computer, he must specify who the current
Defining SLA based on the request type and Priority
Dear all, We're setting up SLA's and would like to have SDP setting the SLA based on the priority and ticket type, for example: Incident with Medium priority will trigger SLA: Incident-Medium Request with low priority will trigger SLA: Request-Low How can we implement this in a way that we don't need to configure the SLA for every single Form? Kind regards, JS
Disallow Non-Active Directory User Creation
We are using the Active Directory integration to manage our techs and users in ServiceDesk Plus. So far, it has worked great for us. However, We are seeing non-domain users being created through improper customer entry. Is there a way to force ServiceDesk Plus to require the customer to be a domain user? Or, enable the dynamic customer suggestion to work as a 'contains' query? Also, we are allowing emails to our SDP instance to create a ticket. Is there a way to prevent ticket creation from non-domain
Requester Conversations: Reply button on ALL entries
Our primary method of communication with our colleagues on an open ticket is via email, through ME SDP. If we've emailed the colleague requesting information and then need to follow them up as they are yet to response, the last email in the Request Conversation is ours. The only option on these emails is to 'Forward' which just reopens the previous email sent to be edited and resent. Any recipients need to be manaully re-added. It would be ideal if there was also a 'Reply' option on the email
Form manager - Field displayed over one line
Hi All I am using form designer and i have forgotten how to make a field display over both sections of a line, feel quite silly. Using SDP 9.2 9219
Query to show all products and all products associated to vendors?
Would it be possible to have a query to show products and a query to show all vendors and there associated products? Right now my acquisition team needs this in order to create some PO's but I can give them access to this list unless I give them Admin access in SD+. This would be a requirement for future releases of SD+, to allow full access to products and vendors based on certain role permissions. But for now if I could get a query at least I would be able to get by. SD+ version: 9.2 Build 9211
Having trouble getting correct information out of SDP for Breach reporting
Management is looking to have a report created that shows certain information I have attempted to go through the support channel, but can't get the information that is requested. I'm looking for a report/dashboard/chart etc to span a year period by monthly increments. Columns would be for: All requests (incident and service) opened during that month Number of requests that breached during that month Number of Requests that were closed while in breach status Number of Requests STILL open that are
Scheduled Reports not showing
We have several (about 8-10) scheduled reports. However we need to change the recepient for one of them, and when we look under scheduled reports in the reporting area it doesnt return any at all..
Error al generar informe
Buenas tardes a todos. Al generar un informe se presenta el siguiente mensaje de error. Lo sentimos, no se puede ejecutar el informe, al estar ya ejecutándose una generación de informe para este inicio de sesión. Por favor me indican la forma de solucionarlo, la falla solo es con un perfil.
Asset assigned to more than one Requester
Hi All, I just wonder if there is any chance to assign asset/workstation to more than User/Requester? This would be very helpful in case where multiple Users are using the same PC or printer (i.e. employees working on the shifts days/nights) Maybe someone found acceptable workaround, if this scenario is not supported out of the box? Any suggestions appreciated. Thanks, Marek
Sites not showing up under Technician Profile
Hello, I am attempting to organize my online portal so I can open it up to my clients. I created a role that I want to assign individuals that limits their access to only viewing tickets. I also selected the option to only be able to view tickets associated with the assigned sites. The problem is that I cannot get any of my sites to show up under -ANY- of my technicians to specifically assign it to them. I have 205 store locations set up as requestors with "Site" programmed in to each requestor
Mobile Client is broken
When I browse to our site via cell phone browser, the login page has multiple problems. First, I have 3 text boxes (username, password, and domain). Why is domain a text box??? Second, auth fails always only on mobile client. Log shows that "NoSuchUserAccountException occured with message : No account to access this service" when, in fact, it does and works fine on desktop views. Third, there is not a way to customize the /mc login page or at least not a documented way. I need to be able to customize
Users ignoring request for feedback
We have a ticket status called "Waiting for user" which stops the clock as the actions are in need of more details from the user. Problem is certain users ignore the request if the issue then, for any reason, is no more. Possible to check on the status change (from anything to "Waiting for user") and automatically change the status to, e.g., Resolved (which, that one, is se to close the ticket after 5 days if no user action). Hope the scenario and the need is clear. Thanks for any help and/or tip.
Manage Engine Servicedesk Plus program group
Why the Manage Engine ServiceDesk Plus program group appears only complete for the user who installed the SDP? For other users with administrator privileges appears only "Service Desk Web Client" in the group?
Question about SLA escalation
When you enable SLA escalation, you can select to escalate to another technician or $TicketOwner. My question is if you select $TicketOwner, and the ticket gets escalated...is it the Requester, the Ticket Creator, or the assigned technician that will get the email notification? Thanks.
Pass request values in URL parameter?
Dears, Is there any option to open a request template with prefilled some of the data? Let`s image a simple scenario in which user can request for some hardware, so he have 2 links to click somwhere outside of ServiceDesk. One is request for laptop, another one is request for monitor. And after user click a link I want servicedesk to open a new request template and fill in "Hardware type" combobox with given value. It`s a simple scenario, which I gave only for You to understand my question. And I
Auto Merge/link
Hi , I have an Issue, I wanna merge or link 2 requests automatically when second request is created (E.x: Request 1: ID: "1234" with subject this: "Email Server has been DOWN!" (E.x: Request 2: ID: "1235" with subject this: "Email Server has been UP!" Tell me It's possible? Please go ahead and help me as soon Thanks for you advise warm regards
Outgoing Mail Server
Hi. For several times I have to reconfigura outgoing mail server settings, because everything there just disapear. Most recent case was yesterday, before last update (so, I don't think that is an update issue). Have no idea how to fix this. May you guys assist me?
Sql Report - Access Permissions for user
Can someone offer support in generating a sql report based to find out the following information UserID Full Name Permissions i can run two queries 1: select AaaUser.USER_ID,AaaUser.FIRST_NAME,AaaLogin.NAME from AaaUser Inner join AaaLogin on AaaUser.USER_ID=AaaLogin.USER_ID 2 SELECT au.FIRST_NAME 'Technician', ar1.NAME 'Role' FROM HelpdeskCrew hdc LEFT JOIN SDUser sd ON hdc.TECHNICIANID = sd.USERID LEFT JOIN AaaLogin al ON sd.USERID = al.user_id LEFT JOIN AaaUser au ON al.user_id = au.user_id
List of all assets assigned to each employee
Hello, Is there a way to see a list of all employees and what assets are assigned to them? Thank you, Anthony
Custom Script Never Runs for a Request and nothing in the History Tab
hello, I am trying to run a custom trigger whenever a request is edited or changed. I am using python. Nothing every appears in the history tab of a request. I varied the trigger criteria a dozen ways where it should run no matter what. The python is not running and leaves nothing in the history tab The Execute Script is: py fixDashBoard.py $COMPLETE_JSON_FILE To execute python, I need to run py instead of python. This is on Windows 2012 application server for
Help! I can't associate a new requester to the Site in use
Hello everybody I have the following problem. When I try to add a new requester or modify the configuration of an existing one the "Site" to which I want to associate him (which is the one most used in may current SDP configuration) is not available in the pop up list of the available Sites. This prevent me to do the association that I need!! I have checked if everything is ok in the Sites list page under Organizational Details side bar but the Site in question is regularly there. Also I have no
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