Reports: All Closed Jobs
Hi, I need to run monthly reports on all closed jobs, would someone advise on how I do that or point me towards a resource. Thanks
REST API: assets
How can I get all the assets from a specific type AND which has the 'Asset State' 'In Store'. What is the unique and constant value for an asset. The asset name can be changed, thus how can I use the API with the ID of the asset, in order to be sure I am working with that correct asset even if the name changes. Example. External application X queries an asset. Person A changes the asset name in the web interface of service desk. Application X now holds a value of an asset which in theory is
Attach an email to a ticket...
Is there a way a user can attach an email to a ticket? Some times we get spam emails and in order for the datacenter to look at the header of the email they need it to be sent as an attachment.. Currently when users send us an email as an attachment it gets added to the body of the ticket and not as an attachment to the ticket. Is there a setting I am missing?
AD Requester Import Issue
Hello, Got a bit of a strange one, I'm dong a completely new build of Manage Engine on new servers and I'm currently working on the AD Import. The OU in AD had 18 records in it, all active. The AD Import only selected this one OU, and stated that it has successfully imported 18 records. However when I looked at the refreshed Requester list it had 22. The extra 4 records imported were for disabled accounts that were in an Ex -Employee OU. Initially I couldn't work out why they had been imported,
Missing Change Details
Hello, I've recently noticed that a few of our closed changes are missing the majority of their details, other than the details in the 'Submission' tab. It's not that the fields are empty, there is simply only white space. I've noticed no pattern in which changes are affected. An image of one of the blank tabs is attached. I can't be 100%, but I think this has been a problem since we migrated the application onto a new server, and the MS SQL database into a new MS SQL database a few weeks ago. Any
Incident Templates - Can I show different categories on different templates?
Hello: I would like to show different categories on the Facilities Incident template from the ones I show on the Application Incident templates. This way the user doesn't have to scroll through categories that don't apply to the template. Is this possible? Thanks, Eileen
Label Approval / Add Note or Description
I have a need to be able to label the Approval Stages and/or approvals. Often we have a request that might be for a feature or enhancement in software we develop. This may involve numerous approvals multiple people/stakeholders. I need a way to label the approval request or add a note so I can track additional details about why the approval was sent and what specifically what they were asked specifically to approve. It doesn't seem like there is currently a way to do this
Report for contract expirations that show a list of attached assets.
We're just starting to use the Contracts module of ServiceDeskPlus. I'd like to generate a report quarterly that shows a list of contracts that will expire for the upcoming quarter, and the list of assets that are attached to each contract. How do I do that? -thx Don
Mail Server Settings for Gmail
We have just installed ManageEngine ServiceDesk Plus 7.6.0 and I can't get the mail server settings to work with gmail. Has anyone else tried setting it up with gmail? Outgoing is working fine it is just the incoming that is an issue.
Tickets closed by another tech
I have a situation where technicians are closing other techs tickets as part of a clean up activity. I need to produce a report that shows which technician closed tickets groups by day, who that ticket was assigned to, the date the ticket was created, and who created the ticket. We use SQL server. Thank you. Created Date Request ID Technician Closed by Created by Closed Date 9/1/15 12345 Sarah Lange Robert Jacobs Joe Swanson 12/3/2015
CMDB synchronizing between ServiceDesk Plus vs Application Manager
Hi, Anyone uses CI and Relationship map sychronizing between SDP CMDB and Application Manager. What is the scope of managing CI in the feature. Please guide. Thanks
Field & Form Rules Reload Category
Hello, When we create a new request and the Group is being set to A, then the category gets a default value. But the Subcategory is empty... the values that are assign to that category are not displayed. Is there a why to reload the subcategory or something like that?
Form Script: Change value of a field based on form answer
I can't seem to get the form rules to behave how we want -- here's the scenario. During a planned off boarding event the default Urgency is set to normal. We'd like to update the Urgency field from normal to high if the unplanned box is selected in the form.
Requester name not found
Hello! When we create a new ticket and begin type requester name the choices appear below if it's already in the database. But when I select an existing item the other form field will be empty and when I save the ticket the form warn me that "requester name is not in database" and offer to save it. How should we solve this issue? Thanks in advance. Sandor Ujhelyi
Setting the date
Hello! Who knows where you can configure the time to say Russian instead of "November" specify "Ноябрь"?
Merge Requesters
Hi, In our organization we have requesters who log on with AD authentication. In AD we set also their mail address and department. But many requesters have multiple email adresses which results in duplicated requesters. So when we have to assign a asset we see multiple requester names of the same user. Is there a way to merge these requesters? Kind Regards, Jordi van Oosterbosch
Print multiple requests
Hi, I would like to print multiple requests at once. Is there a way to do this? Kind regards, Jordi van Oosterbosch
Stop SD plus from responding to TLS/SSL Server Supports SSLv3
Our security manager is asking how I can stop Service Desk Version : 9.1 Build 9116 from responding on the following: Looking for information on the two listed on port 9251 – can we disable RC4 and SSLv3: 9251 TCP TLS/SSL Server Supports RC4 Cipher Algorithms (CVE-2013-2566) fail 9251 TCP TLS/SSL Server Supports SSLv3 dispute
asset field is not compiled
Hi I noticed that the asset field into the request is always empty but If I look directly on the Asset management I can check the last logged user. Is there a way to have on the request the asset field compiled that matches with logged user on the asset management? If not how can i have this field compiled? Thanks Regards
ManageEngine customer support slow due to Chennai flood disaster
Dear Customer: You may have noticed and complained that our customer support has become less responsive over the last few days. Unfortunately, this is indeed true. Our support is completely backlogged because of the flood disaster in Chennai. Many of you might know that Chennai is suffering its heaviest rains and floods of the last decade. They have battered the city for more than a month now and the forecast today predicts a worse downpour over the next four days. More than 10,000 residents have
AdventNetServiceDesk have state [FAILED
We have started installation of service desk plus but when we launch application command run service AdventNetServiceDesk have state [FAILED] Please Advice
DELAYS FROM ServiceDesk Plus SUPPORT TEAM
Our main office in Chennai is impacted by severe flooding. Our employees are safe, but we are on diesel power and only 4G wireless connectivity. Many of our employees could not reach work and have no power or connectivity at home. We have emergency support operations from Austin and Tenkasi India, but we have much smaller staffing in those offices. So please bear with delays in our support.
Community Skype Chat
Hi all I'm a member of several other software community skype group chats, and have found them invaluable for support for quick questions, ideas, tips, etc. I thought I would start one for SDP, as there are times when I wish I could easily chat with other SDP users/administrators. Please join here if you're interested! https://join.skype.com/up49oVQbRfCV Thanks Sam
Trigger auto assign to technician via email
Is there a way to without a business rule being setup to add a string to an email subject line that might trigger the auto assignment of the ticket to a technician? My tech will often receive email the in turn will send to ServiceDesk Plus, and then will go into the web app to manually assign it to themselves. Is tere a string they could quickly add that will do this for them?
SLA Calculation Issue
Hi! May I request help in finding out how the SLA was computed for a certain ticket with the following details: Below is the SLA rule applicable to the above ticket: Below are the Holidays configured for May 2015: Below are the configured Operational Hours: May 12, 2015, was a Wednesday so the Due By Date should have been May 14, 2015. Please help me in knowing why the system computed the Due By Date as May 19, 2015. Thanks!
Time spent for requesters
Dear Sirs, I've checked in the forum and find similar requests from some users (many years ago) but no solutions. The needed feature is to inform my requesters on the time spent (namely the sum of time spent WorkLogs for the same request) to give the solution and close his request. I have two way to provide that information: 1. by the self-service portal - I've checked it but can't find this feature, requesters can see many details on the request but not time spent. 2. by mail notification on closed
Closed tickets reports
Hello, We currently have two levels of ticket closure in our service desk, a ticket is first put in the resolved state by the technician, and then it is closed by the user, if a ticket has been resolved by a technician but is not closed by the user, the system will automatically close it after a specified period. i need help generating a report that shows all the tickets closed by users and all the tickets closed automatically by the system. can anyone help me with this query? thanks in advance.
Upgrade without the need for a backup
I am attempting to upgrade Service Desk Plus from version 9049 to version 9100 without being forced to carry out a backup. Due to availability of a VMware snapshot and a backup of the SQL database, I feel there is no requirement for the automated backup to be carried out during the application update. This adds many hours to the process. I have already altered the 'UpdateManager.bat' file with the addition of '-DSDBackup=false', following advice from previous posts. As a result, I was presented
Updating AD user list
I know this is a silly question to ask, but I just want to make sure before I pull the trigger. I'm about to update our AD login credentials, and it warns that "On importing, existing data will be overwritten and new data will be added." I'm assuming that means current configurations remain the same though right? If someone is logging in with their AD creds as a technician, his current roles + support groups won't get overwritten and need to be setup again?
Phone calls adding at conversation
The question is: In the conversation time I want to add work log. I mean; if someone calls me and I open an incident, Then I communicating with the requester by mail and then again I’m taking a phone call. Then again finalizing the incident with the mail. But in this order I used · Phone · Mail · Phone ( work log ) · Mail And the incident is closed. But due to this order in the conversation panel I can only see the mail, I can’t see the Work logs as an part of
Geotrust cert
How can I install a Geo trust cert to use the SDP with SSL? The directions dont say how to import it. I am using P7b. I extracted the 3 certs inside. There are no commands to install a geotrust cert.
button "add note" is not working
sometimes while trying to add a note , the button "add note" does not work , we have to copy the text , refresh the page and repeat steps. Is there a solution to this problem? ver. 9.1 9114
Reports - Generate only the graph / Top 5 categories
Hi, Service Desk plus : 9.1 - 9115 Database - MS SQL Could you please help out with the following questions 1) Can we generate a custom report with only the graph as the output? That is without the table data. - Example - the number of tickets opened last week, the number of tickets resolved/closed last week, total number of tickets opened last week 2) Please tell me how to generate a report with a graph on the top 5 categories raised last week / last month. please let me know if you
Help for Incident Template configuration
Hi all, I have a question about Incident Template configuration: I need create/add 2 new fields into incident template (for eg.: Category and Subcategory). For each fields I will add differents informations: Category information1 information2 Subcategory subcategory1 subcategory2 When user select in the field Category: "information1", automatically in field Subcategory appears subcategory1 (only), and if user select Category: "information2", automatically in field Subcategory appears subcategory2..
Service Desk Server not Starting
I am running Service Desk Plus 8.0.0 Build 8026 on my test environment. I am using MS Sql Server for the database which is located on a different server. I have no problem connecting to that database. I have been having trouble getting the server to start. I have uninstalled the software and reinstalled. I have resorted to running the run.bat. It still failed but the log (attached) is telling me that I have a bad license file. However, it isn't prompting me to locate the correct license file.
I need help about Asset option in Web Form
Hi all! This is my first time in ME PitStop. I would like to know if is it possible to disable "Asset option button (choose Asset)", print attached, because the final users can see all informations and see all configurated sites. I need disable this option. Could you help me please. Thanks!
About Hotfix
Dear Support, When published updates? ID: SD-57945 ID: SDF-39210
Active Directory Import Field
We are using Active directory import and trying to get the native field of employee ID to populate, the field is present in AD in the Advanced Attributes portion of AD and has been confirmed, I also tried to create a custom field with the exact characters of AD and tried and import but the numbers do not come across, in our organization this is a constant field across all 40+ of our SQL servers and creating custom reports as well as ways to report against employees with that field. I wanted to
Email to create a service request @@SDP@@
Hi, I use @@CATEGORY@@ and other @@info@@ in email to create a service request. All the fields on the web form are populated right. But the Description display all @@Content@@ in it. Is there any way to filter these information out? Thanks, Harry
Domain Name
Hi All, I recently started a new job and have been assigned a task to customise the ServiceDesk Plus. Can someone please let me know if it is possible to add the following: On the Request page, under Requestor Details - add a Domain Name field, which autopopulates which domain he/she belongs to. Custom View - add a Domain Name column to default or custom views We currently have two different domains, one domain for staff - staff.abcdomain.com and one domain for students - student.abcdomain.com .
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