[Community Digest] ServiceDesk Plus - July 2021
Here is the monthly rewind for July 2021! Version and Build releases: 11301 (Released on 12 July 2021) 11302 (Released on 21 July 2021) 11303 (Released on 26 July 2021) Check our ReadMe article for more details. Product Highlights: Behavior Changes :
CMDB report needed
Can I get a report of all CI types and their relationships EXCLUDING people CI type? Running build 9202 on windows with postgres DB Also is there a tool that I can connect to SDP to allow me to create reports such as this using a drag and drop feature? wayne
Enhanced "Time taken to First Response" Report
Hello, I've produced some reports using the Request Metrics set of data under Custom Reports. These are great at giving things like average response time and average resolution time, but I wanted to dig a bit deeper into the data so I could really trust
CMDB Reporting on Relationships
I am using SDP 8.1.0 Build 8105 and want to be able to report on relationships in the CMDB from within the reporting module and not just on the CI items themselves. Is this possible?
Multiple Approvers for the Approval System
Hi, How exactly does the approval system work? Can I put in multiple approvers and either one of them can approve? Like an OR approval. If there are 3 approvers, only 1 is needed to approve in order for the request to get approved. What if I want mutiple
App Repository Update Mess
Why oh why was the app repository update function that was a very easy and convenient way to update installed apps on mobile devices made so convoluted and tedious once I upgraded to v10.1.2119.9? Now the only option available to me is Remove for each
Unable to populate Change fields when creating a Change from a Service Request using Deluge
Using sample Custom Function sample code as a base. Code creates a Change Ticket with the Title and Description fields populated. No other fields populate. For testing, I used a clean "Normal Change Template (default)", I cleared all fields and removed
Update to 10.1.2121.4 crashed and now unable to start server
Hi, I already have a support ticket but wanted to share my situation so anyone who encounters it may be able to use this to get ahead of the game, or maybe someone already found a solution for this and I can learn from them. When we updated from 707 to
Someone deleted a task
Someone deleted a task from a project. There where a lot of work logs under it. and I want to recover it. Please advise Kind regards Tim Verduyn
How to add Change Approval Override?
Our company policy is that our CIO has the ability to override the CAB on certain change requests where the CAB has denied/rejected the request. I added a second Approval in the workflow and linked from the Denied node on the level 1 approval to the
[Term of the Day]: Distributed Cloud
Term of the Day “Distributed Cloud” Definition — What is Distributed Cloud? The term Distributed Cloud refers to public cloud services dispersed across various geographic locations. Many organizations due to several security reservations usually
Change Logo and Text
Anyone have an idea how to change the below logo and test i can do it for service catalog but not incident catalog cannot seem to find it anywere
Get CI details using 'Null' criteria
Hello, I am just trying to develop a python script to update Warranty Expiry Date for hardware assets. To update this field, I need to get CI names which has no 'Warranty Expiry Date' field is filled. How can I create a xml query to get those CI names?
Custom Query Reports
I'm attempting to create a couple of custom reports, but have very limited experience with creating query reports. I was hoping to create reports that would output the Average First Response Time for the previous month, for a couple of specified Groups,
monitoring desktop temperature
HI All, I am newborn to using opmanager and appreciate your answers. It is possible to monitor cpu's temperature of desktops devices which are in the network generally? i wanted to add a monitor my desktop device, so I select the vendor as MICROSOFT but
Bug - When default language is Arabic, SDP can't load personalized language like English
Hi, My default language is Arabic, but I want to use English language for my profile (personalize section). When I change personalize language to non-arabic language(English), SDP page can't load and see white and empty screen like attachment, but when
Using requester groups
Hi! I need customising forms assigning and forms viewing depends on requester group. How can I do this? I cannot see any requester variables, where I can find requester group.
[SOLVED] Hide Request Catalog
How can i hide the Request Catalog in the sub header?
Forecasting
Hi, I was just wondering if there was any type of forecasting tools in sdpondemand that we can use? Cheers, Jareth
Masterclass 2021 Season 2 - Session 2: 5 tips to get your service desk ready for a hybrid workplace (August 26)
Hi there, Before the pandemic, organizations across the globe were already on a path to digitize operations. After COVID-19, many organizations were forced to fast-track the process by adopting collaborative applications, security solutions, big data,
Masterclass 2021 Season 2 - Session 2: 5 tips to get your service desk ready for a hybrid workplace (August 25)
Hi there, Before the pandemic, organizations across the globe were already on a path to digitize operations. After COVID-19, many organizations were forced to fast-track the process by adopting collaborative applications, security solutions, big data,
Microsoft fixes several high severity vulnerabilities in Edge for chromium business 92.0.902.67 update
Hello everyone, Microsoft fixes several high severity security vulnerabilities in Edge for chromium business' latest update 92.0.902.67. The details of the vulnerabilities fixed are as follows: CVE ID Vulnerability Severity CVE-2021-30590 Heap
Microsoft fixes several high severity vulnerabilities in Edge for chromium business 92.0.902.67 update
Hello everyone, Microsoft fixes several high severity security vulnerabilities in Edge for chromium business' latest update 92.0.902.67. The details of the vulnerabilities fixed are as follows: CVE ID Vulnerability Severity CVE-2021-30590 Heap
Microsoft fixes several high severity vulnerabilities in Edge for chromium business 92.0.902.67 update
Hello everyone, Microsoft fixes several high severity security vulnerabilities in Edge for chromium business' latest update 92.0.902.67. The details of the vulnerabilities fixed are as follows: CVE ID Vulnerability Severity CVE-2021-30590 Heap
Import Active Directory
Hello!
I'm trying to connect domain authorization, but I keep getting an error.
Unfortunately, I could not find a solution on google and this error is missing on the portal.
Attached 2 screenshots, the first screenshot describes my steps to fill in the
Converting Ticket to a Task
Hi I was wondering if its possible to convert a ticket to a task ? or use webform to auto create a task ? any idea ?
ManageEngine SupportCenter Plus 11.0 upgrade demo
Hello everyone, We relaunched SupportCenter Plus last year, equipping it with features that will increase the efficiency of your support staff and help you deal with support requests more promptly. Apart from a brand-new UI, various feature enhancements,
Get change list using API v3 (SDP MSP Version: 9.4 Build 9424)
Hi, how i get all the change on API v3 here is my sample get url: https://XXXX/api/v3/changes?TECHNICIAN_KEY=XXX&input_data={ "list_info":{ "row_count":200, "start_index":1, "get_total_count":true } }&format=json RESPONSE: { "response_status": { "status": "failed",
Change template selection based on change type?
Currently in my version of SDP, when you create a new change, the first field to select is the Change Template. I'd like to set it up so that when a new change is created, the user selects the change type, and based on the type selected, the template
Desktop Central Upgrade
One of my co-workers upgraded ServiceDesk Plus to 11.3 Build 11302. Because of this, we are getting a warning that we need to update Desktop Central. Support told me to upgrade to 10.1.2119.5 and then to 10.1.2121.4. When I look at the article that ServiceDesk
Script to add a comment to the history
I want to force the technician to add a comment to the history file of a ticket when they change a specific user defined field. Is there a script to do this? Maybe opens the ADD NOTES window?
ServiceDesk Plus MSP Upcoming End-of-Life of Request V1 APIs and 10528 Build release Important Update
Dear Customers, Today we are announcing the End-of-life (EOL) from 10.6 version (which is due post Oct'21) for V1 APIs. From that date forward, any upcoming releases will not have access to the V1 Request APIs. All clients and integrations based on V1
Change can't be associated with a CI unless CI is Asset, Business Service, or Technical Service
What's the point of building a CMDB if you can't associate a change against a CI (unless CI is an Asset or Service)? If you have 10 services depending on a CI (e.g. a VM), I want to register a change against that CI, not against the 10 services. Have I missed something? I hope so! The CMDB seems of no use without this feature. Thanks.
Restore configuration of switch
Hello and sorry for my english, I have NCM since 1 month and i really don't unbderstand how to restore config on switch. I have only cisco switchs. these switchs are added in NCM with "SSH-FTP" credential, this works, backup works. But now i want to restore
Alarm not displaying to any non-admin users
Hi there, I am working on setting up Firewall Analyzer on our Linux Mint servers. FWA automatically discovered the firewall and I've configured the mail server, default notification profile, and Alarm profiles. When an alarm is triggered on the log messages,
Microsoft RDS-Farm & OpManager
Hi ALL Anybody have successful story about monitoring RDS-Farms (RDS Broker + RDS Session Hosts) via OpManager ?? What parameters are monitoring ? maybe anybody can share own templates/custom monitors?
No available VMware datastores while configuring threshold
I am trying to build a monitor to watch the free space on out VMware datastore. When I go to configure the thresholds I see no available datastores even though VMware discovery has found the datastores. I also enabled the freespace monitor for the datastore.
Remove Login Fix
We are currently on build 11200 and cannot remove logins from users/technicians. Is there a way to do this manually through the database (we use MSSQL)? Which table does this field live in? We realize this was fixed in a subsequent update but we can't
External chat widget not working/login issue in chrome
Hi, My external chat plugin is not working in chrome, as It doesn't pickup the login info and keep asking for login in the application even when I have logged in servicedesk plus, maybe the issue is with its cookie, I have an external website where I
Custom Dashboard how to modify permissions once created
Dear Team, I have created several dashboards initially it was only admin and I know have to add operators to view the dashboard. I am trying to find the option to modify but cannot find the permissions. The only option I can see so far is to create new
Next Page