Unable to create a new solution
Hi, We have recently upgraded to Build 9200, which I have noticed is no longer being advertised on the service packs site? We are no longer able to create a new solution in SD+, we are able to click on the new solution but unable to populate the contents box, we can though populate a title, select topic and fill in keywords. Another issue which has cropped up is the advanced search button on the requests section isn't visible, if we click on the space where the button should be it loads advanced
Due by Date changes
Is there a way to prompt technicians to explain why a due by date is changing before allowing them to change the date automatically assigned when applying the priority etc? A pop up box so to speak, something that will record the activity?
Change login to Name in [log out]
Hello! In right top corner SDP use Log out [ aodarchuk ] - http://joxi.ru/N1QNVP3JTJC4fHEbMM8 How to change it to Log out [ Odarchuk Sasha ] where Odarchuk Sasha is my name in SDP http://odarchuk.com
Deleting Product Type - Failure: Product type is being used by a module. Hence cannot delete it
Hi all, We're just setting up an installation of SD+ for the first time and have hit a problem configuring the asset management part. I'm trying to delete some of the pre-configured Product Types as a number of them are irrelevant to our environment. Whenever I try to do so I get an error saying "Failure: Product type is being used by a module. Hence cannot delete it" I've seen other people's posts on this subject and have tried to follow all the advice given. So far I have: - Deleted all assets
Add description to content variable on the business rule email notification template
Request that $Description be added as a content variable on the business rule email notification template Thanks
Query Report Harddisk Model
Dear All, Please help I have crashed harddisk drive and i need to backup data form there. So i need part from another harddisk with same model. Please help to make a query to generate report harddisk model. i have ME SDP 90 build 9023 with Ms SQL database. Thx & Rgd
SLA Bug in Service Desk Catalog
I've just found a bug regarding SLAs specifically in requests created through the Service Catalog Templates. First, it seemed as though the SLAs didn't work at all with requests created in the Service Catalog. When I created a test request, the Priority would set properly based on the Urgency and Impact because of the Priority Matrix. Please see this screenshot: Notice that the Urgency, Impact, and Priority are set, yet the DueBy Date is not setting. Here is also proof that I have the SLA set
QUERY: All Requests and Project Worklogs
I'm using this query to create a complete listing of ALL tickets and projects and the worklogs people are spending on them. It shows the module name but I also need the Ticket Type displayed after the module -- this also doesn't seem it is including ALL worklogs from both request and project modules, am I doing something incorrect ? SELECT COALESCE(wtk.WORKORDERID , wo.workorderid) "Module ID", 'Request' "Module", CASE WHEN MAX(tk.TASKID) IS NOT NULL THEN MAX(wo2.TITLE) ELSE MAX(wo.TITLE) END "Title",
Manage Engine Integration with SAP
Hi, My company is lookign forwared to implement Manage Engine's service help desk, We are using SAP as our core business application and would like to have a tight integration (especially in purchase order and asset) between Manage Engine and SAP, and possibilities of having integration with SAP solution manager and Manage Engine service Desk Plus Can you please details on the above? Regards Naushad
LDAP and SSO
We are looking to purchase the ManageEngine ServiceDesk part and I am researching the LDAP and SSO components in an a large enterprise environment. Does anyone have any advice on these topics? Please email me at mthompson@henry.k12.ga.us if you have any advice and all is appreciated. Matt Thompson mthompson@henry.k12.ga.us
Service Desk Restoration Tool
Hi, We're migrating our current Live system to a new server and have installed a standard build of the ME SDP. We're using a copy our database, but do we need to backup the Application files and do a restoration through the system ? What exactly does this import , as it appears most config is stored in the Database itself. Could you advise what is stored in those files and what config may be missed if we dont ? Andrew
Service Catalog Approval Workflow
Is it possible to add an approver based on the answer to a question? For example if an hourly employee needs external web access add the head of HR as an approver for that request. Currently using ServiceDesk 9.1
Blank row in an incident template
Is there a way to add a blank row in an incident template? I would like to "group" certain fields together by adding a space between them. Thanks!
Color coded Request Priorities?
Is it possible to change the background or font color of requests shown in the list view based on its priority? I know there is a column that will show the priority color but would like to know if there is a way to change the whole row to that color.
Service Catalog - Add approval level based on question answer
In the Service Catalog is it possible to add an approver based on the answer to a question. For instance when creating a new user, if I ask the question if the hourly employee needs internet access and they say yes can I trigger an additional approval to go to our head of HR that would normally not be needed for a typical user?
Alerting CI owners of Upcoming Change Requests Affecting the CIs
Folks, I'm looking at implementing the CMDB and starting small. We have a big environment, but I'm going to start small with implementing the CMDB for Change Control of the SDP configuration itself. Since I'm the Service Owner for SDP, it will allow me to do a trial run. 1. Does or can SDP automatically alert a CI owner that a change has been submitted that affects their CI? 2. Can we ascribe stakeholders to CIs who would also be alerted. Thanks, Adam
Change software license Manufacturer
Is it possible to change the Manufacturer under 'Software Licenses' in the Asset module? Or even better is it possible to link software licenses to license agreements with different manufacturers? Often we get software from Vendors that are just lazy and different components or versions of software will have a different spelling of the manufacturer which is making it difficult for me to maintain our software list. Thanks!
Database 10 Gb is full
HI All We are using Service desk Plus Standard license and now Database if using 10GB full and all the application stopped working please help us with the resolution
HTML Form Data not populating in Ticket Description (Email created ticket)
Good day, I've run into an issue with email created tickets. My company has an Outlook Form used for New Hire requests that is submitted as an email to SDP. The email successfully creates the ticket, however, the data from the form does not appear in the description of the ticket. This is a standard HTML form, so I am theorizing that it is a parsing issue with the ticket description field, but would like confirmation. If this is a parsing issue that is performing as designed, is there a way
Slow initial load times accessing ServiceDesk +
I have been experiencing a problem with the initial loading of the ServiceDesk + taking no less than three minutes to complete (affecting all users). Once loaded it appears to be fine until I close the Browser in which the same delay occurs on first launch. I have tried both IE and Firefox and both have the same symptoms. I have seen similar issues posted but there are never any solutions given , I have restarted the Application server and DC's and had made no change. I am running 9.1 Build 9120
Removing old requesters from SD
Hi All, Is there something in the roadmap or a way that old requesters can be removed from the requester list automatically when they are not detected when an AD scan is run? We have staff leaving and want to have their names removed automatically from SD and if possible reassign the calls that they have made to a generic requester or something similar. Thanks Brett
incorrect time in ticket
hi all. we have a problem about time of creating ticket. for example (in attach) As you can see, all their requests from the future :). if i change timezone in our sites force - it doesn`t help. timezone our all servers and timezone server of SD is correct. i`m confused) v. 9.0 build 9003, database SQL any idea?)
HTTP Status 503 error since upgrading to ServiceDesk Plus 9.2 (9200)
I have, today, upgraded ServiceDesk Plus from version 9120 to 9200 (9.2) and although the installation seems to have carried out successfully, I am being presented with an HTTP Status 503 error when trying to load the site. Details below: HTTP Status 503 - Servlet org.apache.jsp.Login_jsp is currently unavailable _______________________________________ type Status report message Servlet org.apache.jsp.Login_jsp is currently unavailable description The requested service (Servlet org.apache.jsp.Login_jsp
Read only Mode
Hi, Is it possible to set read only mode for SD plus so that you can only read but not do any update and modifications to the tickets?
rollback SDP while the upgrade
Dear Support, we are trying to rollback the application but we are not able to do it ,mean the click button its not working. PFA
Need urgent help - Service catalog cannot add a service? ticket 7351792
ServiceDesk Plus 9119 Released
Dear Users, SDP 9119 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9119 SD-61413, SD-61577 : Request form gets submitted even if the mandatory field 'Select Approver' is not filled. SD-61621 : Request Custom Menu based ADMP integration does not work, when SSO is enabled. SD-61822 : Performance issue due to task comment notification. Please refer to the below link for the steps to install the patch.
Note icon in request view...
The note button used to be yellow now its white and black which is hard for some users to see... I'm getting lots of complaints that users rather of had it the other way... can that be adjusted?
Execute script example - help
I am trying to run an external python script to learn how to tranfser data to other applications, with no success so far. The script simply writes to a text file, I'm able to run the python script manually. From a command line: change directory to "D:\ManageEngine\ServiceDesk\integration\custom_scripts" issue the following command "python test_api.py" Text file gets created properly I have tried the following methods: Execute script from the Field & Form Rules ~ this method seems to only run internal
QUERY: Add ProjectID to this query please
Please add to this query the JOIN that allows us to show the PROJECTID, and Project Code and Project Title SELECT wof.UDF_CHAR1 "PPM #",wo.WORKORDERID "Request ID",wof.UDF_CHAR2 "Ticket Type",std.STATUSNAME "Request Status",wof.UDF_CHAR6 "PMO Status",wof.UDF_CHAR14 "PMO Sub Status",scd.NAME "Subcategory",pd.PRIORITYNAME "Priority",wof.UDF_CHAR10 "Severity",aau.FIRST_NAME "Requester",ti.FIRST_NAME "Technician",wo.TITLE "Subject",wo.CREATEDTIME "Created Time",wof.UDF_DATE7 "QA Delivery Date",wof.UDF_DATE8
Interval report in PostgreSQL
Last year I picked up a usefull report from this forum that showed me the number resolved tickets per support group and technician within 4 hours, 8 hours 24 hours, 96 hours, 1 week, 2, weeks and 4 week. Now we have migrated to PostgreSQL the report is not working anymore. Would it be possible to create this report for me in PostgreSQL? Apart from this report I also would like to receive the same report but than with the number of tickets solved with the same interval but without statuses for which
Couple of ServiceDesk Questions
Hey All Am currently installing SDP and have a couple of questions on whether the app can do this or not. On the request tab of a technician where all the jobs are can the whole line be colored based on its priority instead of just the priority column? Is there pop up reminders available if a request SLA is expiring soon or there has been an update on the job from the requester without manually setting reminders for each job Is there away to change the layout of the portal on what the requester sees.
Service Desk Plus Customization Questions
Hey All Am testing out SDP at the moment and showed the rest of the IT team yesterday and they have bought up some questions and need to know whether some of these changes can be done. Can the end user portal layout be changed (ie change the way everything looks, increase the 'new issue' button and even rename that button, move the button to a different location) For the job priorities, when on the request page look at all the jobs can the whole line be color coded with the priority
Configuring LDAP
Somebody know who to configure LDAP autentication?
Auto Assign Exclude Technicians list
hello, I upgraded to 9.2 last night. Now the list of technicians excluded from auto-assign is only 10% there and when i try to add the technicians back, the minute I hit save, they disappear again. Any insight on what i could try? Thanks! Cory
Editing note in a request removes backslashes
When adding a note to a request containing backslashes, everything works fine. However when you go to edit the same note, backslashes seem to be getting interpreted as special characters and removed. For example, if a note contains the text "\\server\path\to\file", when you click edit the textbox will contain "\serverpathtofile" Is there a way we can fix this? We are running build 9120 of ServiceDesk Plus on Windows with an MSSQL database.
SDP - Scheduled Reports not all manageable via Administrator role
Is there a way how I - as an Administrator - can view and manage alle scheduled reports? We are running 9.1 - Build 9118.
Sync users from multiple domains to SD+
Anyone using AD to sync users from multiple domains to Service Desk Plus? How are you handling the sync process. Current configuration permits auto sync of only one domain. We support 3 domains and having to sync manually is becoming an issue. Is there interest in this that it can be raised as an enhancement? Cheryl Ankrom Jennmar Corporation
Sorting request list on conversation status
Hi all, I have some technicians that find the notifications in the notification area (the little bell) are not enough for them to keep track of every ticket for which they owe a response. They would like to be able to sort their requests based on the little green or red envelopes indicating that a conversation has occurred. This way they could sort the red ones and the new tickets on top, and move the green ones to the bottom of the list. I cannot find a way to sort on this column, however. I have
Missing Description when user scrolls.
Hi I am on Your Version : 9.1 Build 9114 Latest Version : 9.2 Build 9200 [Details] of Manage Engine Service Desk Plus and since the last upgrade users have reported that when they view a queue and scroll down the description pop over doesn't move down with the scroll. Has anyone else experienced this and if so can you advise what you did to resolved this? Thanks Rach
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