Report Constructor
Hi, we are testing free trial SDP for our organisation. Can we customise Report Constructor?
Set a user as Purchase Approver
Hello We have to make Purchase Offer and I would like to let our Mnagaers decide if they want to purchase the order or not. For this reason I would like to set a User as a Purchase Approver. So far I was able to set a technician as Purchase Approver but not a User with its specific Department Roles. Is it possible to let any User be the Purchase approver?
need Custom query report to find out total request submitted by organizational user and external user
I'm looking for a custom report SQL query that can help us find out the monthly request submitted by internal user and external user based on their primary email address. and the request need to be grouped by their email domain, like @abc.com The field requires request ID, subject, requester, request status. Thank you for your support. Build Information Your Version : 11.1 Build 11101 PostgreSQL Server Database version: 10.5
Cannot scroll search results in Chrome
We cannot scroll through search results (i.e. keyword search in Change, Requests, etc). No scroll bar present. 11.1.Build 11121
[Blog] ITIL 4 - The 4th Industrial Revolution and how does it change the dimensions of ITSM
Axelos, the organization that manages the ITIL framework is in the process of releasing more modules to its latest version of the ITIL®, the acronym of Information Technology Infrastructure Library. The newest version, named ITIL® 4, was released in February 2019. Leading up to and since that time, people have called it lots of different nomenclatures: ITIL Version 4, ITIL v4, ITIL4, and so on. The correct designation for the newest version of ITIL is…."ITIL 4". Why drop the ‘v’ from the name? There
How to disable new ticket notification, when ticket is only updated
Hello, When a new request comes in, and we find that we need to make an edit to the request - are there certain forms or fields that would trigger the request to resend the new ticket notification out with updated ticket content? For example, if we change the requester of a ticket. We would prefer to disable this feature or better understand what fields will trigger this, so that when we update a ticket the system does not send out a notification stating that a new ticket has been entered, when
Unable to modify ServiceDesk instances in ESM admin settings
We have recently acquired a license for out ServiceDesk Plus, after using a trial one that allowed us to test the ESM features. We have found it useful to have at least two portals, so we went ahead and purchased a license. Unfortunately, we are facing some issues when trying to modify the current ServiceDesk instances: We are unable to delete instances anymore, the owner cannot be changed and the licenses can't be reassigned to other instances. The general behavior of the application is like it
How do you add more than one image to a reply?
Hi I have to be missing something. How do you add multiple attachments to a reply?
Add additional Roles to Change Report options
We'd like the ability to create custom Change reports with the Change Deployer role. Right now the roles available include Change Owner, Change Requester, and Change Manager. Use Case: We send an automated report to our identified Change Deployers with their approved change requests for a given maintenance window.
[Term of the Day]: Quantum Computing
Term of the Day “Quantum Computing” Definition — What is Quantum Computing? Quantum computing is an area of computing focused on developing computer technology based on the principles of quantum theory, which explains the behavior of energy and material on the atomic and subatomic levels. Quantum computers can process massive, complex datasets more efficiently and effectively than classical computers. The classical computers that we use today can only encode information in bits that take the
Department Head Mapping from AD
Good day, Is there any way to map the department head from AD to ServiceDesk Plus..?
Can I set a variable and append it to the subject line via a form-based rule?
I have a new-user creation Service Request template. The subject is: New User Account for user: I have two fields in the form of resources that are: First Name Last Name I would like to initiate on the change of either of those fields something to the effect of {in pseudocode}: fullName = Firstname + " " + Lastname subject=Concatenate(subject$, fullName) Can I do that? I've resently loaded python onto my server and while I have experience with python scripting I haven't yet played with how SDP and
Service Pack Notifications
Is it possible to get email updates when a new service pack is released for SDP? I know AD Manager has an inbuilt notification feature, is there the same in SDP? Thanks
Active Directory Auth Works But no settings specified
I took over a servicedesk installation, which is very old. Now I want to upgrade it to the latest version as per the Upgrade Sequence. Now I'm at 9.1.2.1 Active directory Auth works (tested by changing password and immediately logon to servicedeskplus with the new password, worked). But I cannot see AD auth selected nor LDAP auth is activated. Strangely, AD import is enabled... And when I upgraded from 9000 -> 9100 -> 9121 -> 9200 -> 9300, things get worse and I cannot even login. The logs for
PowerShell Rest API V3
I figured it would be worthwhile to share the PowerShell script I have that uses API v3 for working with requests. Hopefully this will help some people that are trying to use this. $ApiKey = "API Key here" # Technician API Key $SdpUri = "http://sdpurl.com" # SDP URL # Gets information on an existing request function Get-Request { [CmdletBinding()] param ( [Parameter(Mandatory=$true, ValueFromPipelineByPropertyName=$true, Position=0)] [alias ("id")] [Int32] $RequestID, [Parameter(Mandatory=$true,
[Term of the Day]: Synthetic Data
Term of the Day “Synthetic Data” Definition — What is Synthetic Data? Synthetic data is information that's programmatically generated rather than data created naturally in the real world. Synthetic data is created without actual driving organic data events. For example, while a real set of identifiers is collected about a customer who uses a platform, an engineer could ultimately just create the same identifiers for a fictional customer, and load them into the system – and that would be an example
[ForYourInformation - 42] Task Template Enhancements
You may all know about the task templates behavior changes on the build 11107. Now we have a few enhancements released with 11115 builds of ServiceDesk Plus. Existing Behaviour : In the Request Template workflow tab, we can associate Task Templates to the request template. There is also an option to create a new Task Template and associate it. However, an associated task template cannot be edited inside the request template. Enhancement : Now the edit option is available from 11115 builds. You can edit
Approve in SDP
Hello everyone, I have 1 task related question in 1 request. My case is as follows: When I received 1 computer troubleshooting request. I have created a number of tasks according to the troubleshooting process. In it I have created a job that requires the approval of some people. (Only approve the task I'm handling). If I decline, I need to plan a new task to take action and continue to submit an approval request until approved. If the task is approved, I can complete the task and close the request.
Restore failed in SDP 9411
Hi, I wanna to restore database in new server with restoreData.bat and error me " Invalid column name 'WORKSTATIONID'." What should I do? It's very important for me? DB: MS SQL Build No: 9411 Thanks for helping
SDP service start but can't see login or other page (white page)
Hi, We use SDP v9411 and suddenly we can't access to SDP panel. SDP service is start but I can't see any page of SDP even login page. I sent log file for you. I don't understand reason of this problem. I see log file and see this error frequently: No ManagedConnections available within configured blocking timeout ( 30000 [ms] ); - nested throwable: (javax.resource.ResourceException: No ManagedConnections available within configured blocking timeout Also I search this error and see resolution, but
API questions
Hello All, I am developing a user interface using API V3 for our office, forcing important details into the ticket that our staff usually neglects. That said, I would like to add an interface to list the user's open tickets, then allowing them to add notes and close a ticket without sending them to the web interface. It's not a replacement, but a method of collecting information they always leave out, like "What server are you on?" So again, I need a View All Requests JSON for all requests of
Populate additional field with list of requesters in SDP
For access change and terminating employee templates, we would like to have an additional field like "Employee Name" that would let the requester select from the list of requesters setup in SPD. Is this possible?
[Term of the Day]: Security Operations Center
Term of the Day “Security Operations Center” Definition — What is SOC? A Security Operations Center often referred to as a SOC. It is a physical or a virtual facility within an organization that comprises a team of IT professionals with expertise in information security. The team analyzes and monitors the security systems of an organization. SOC teams isolate abnormal activity on servers, databases, networks, endpoints, applications, etc., identify security threats, investigate them, and ensures
ServiceDesk Plus 11123 Released
Dear Users, SDP 11123 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Enhancements Cancel Request Option to move unnecessary requests to Cancelled status. SDAdmins can grant request cancel permission to users. Theme Enhancements Using theme settings you can customize the application's default color and font. You can apply the theme settings for all users or allow each user to select their own color and font. Allowing
[Term of the Day]: Wireless Body Area Network
Term of the Day “Wireless Body Area Network” Definition — What is WBAN and it's purpose? WBANs consist of wirelessly connected nodes of sensors or actuators that are specially designed to operate autonomously to connect various medical sensors and devices. The nodes are placed in, on and around/off the human body forming a network for the continuous and unobtrusive monitoring of physiological and/or environmental signals to support medical, lifestyle and entertainment applications. With the rapid
System requirements of Asset Explorer
Hi, To install Asset Explorer, the latest version of operating system and database, windows server 2016 and sql server 2017 are mentioned. Does not support windows server 2019 and sql server 2019? Is there a problem with the installation? reference: https://www.manageengine.com/products/asset-explorer/system_requirements.html Thanks.
Organization Roles doesn't work
Hi in Service Catalog / workflow, when I set Approver to Specific Users everything is fine. But When I Selected Site Roles or Department Roles Approver, it doesn't work!! 1. I set user as technician and tick Approver check box 2. I add user to Site Manager as a Approver 3. I set Stage One to Site Manager 4. In Request form the Site field is correctly chooised. my SDP number : 11.0 Build 11010
Intermediate certificates when using PFX wildcard certs
Hi all, We have installed our wildcard certificate in to our SDP installation, but we are getting errors about no intermediate certificates available. Is it possible to add in the intermediates separately or am I going to have to move the the keystore process way to enable this? Thanks Andy
Reply Templates - content variables from requester additional fields
For a reply template: Is it possible to get the Content Variables from the Requester Additional Fileds?
IP Address Doesn't appear in asset table
Hi in Assets > Virtual Hosts ; IP Address column is empty. While in Asset page IP Address field is full and Ok.
[Tips & Tricks] A guide on Exporting and Importing tickets
In certain scenarios, we may require tickets alone to be exported from ServiceDesk Plus leaving other configurations ( like SLA, Business Rule, Priority, etc). This exported tickets can be imported to a test environment or 3rd party applications. This article will give you guidelines on methods of tickets export and import. Tickets can be export in 2 ways 1. Export tickets from the requests list view: The Ticket Export feature allows you to export tickets based on the selected Request type and Request
How do approvals work in Request Lifecyle?
Hi, I'm confused as to how the "Initiate Approval" works in the lifecycle module? I cant see any action to request approval anywhere? All documentation and two YouTube clips completely skirt over the topic! Does anyone know how to configure this? Thanks
Report on closure notes per technician
Greetings Comrades, I have been hunting for a report in MSSQL which will show all Resolution notes for tickets closed in the last 7 days so that these can be reviewed with team members at their one-to-ones. The required column would be: RequestID Requestor Title Closed date Technician Resolution I'm hoping someone with a greater mind than mine can help!
Roles
When I uncheck Edit in permission roles, the "Assigning technician" unchecked automatically, why? We want all technicians not to be able to edit the request but to be able to assign the request to each other, it it possible?
[SOLVED]Validation Error When Submit a Request in Firefox
Hi friends... I have a problem when I submit a request in firefox when i fill mandatory fields in request form SDP will show me Empty Mandatory fields error message
[Term of the Day]:Content Management System
Term of the Day “Content Management System” Definition — What is CMS? CMS stands for the Content Management System. CMS is a software that helps you create, edit, delete, and manage content for your website using a user-friendly interface, rather than needing to work directly with the code. CMS makes managing a web-based application or website much easier for users of all technical levels. Content management also ensures that whatever content you have is indexable or searchable, making it
Report - How to report on after hours
HI, Our CEO wants our daily request count at 5 PM everyday. We have daily closed request report that we send at 5 PM everyday. Problem is our technicians sometimes work after 5PM. How can we create a report that would capture the request closed after 5PM? Our report is set to daily - so when it is run at 5 every day it does not capture the closed requests after from the previous day.
Service Desk backup issue - Version 11.1 Build 11118 to build 11122
I am getting an error indicating Some Error occurred during backup. Please refer to SDPbackup.log file. The Service Desk service was stopped prior to running the backup.
Self Service Portal Customization to make it easier for users to enter tickets
Good morning, We are trying to customize the Self Service Portal to make it as simple as possible for the users to enter a new help desk ticket. Is there a way to bring the enter a default ticket to the front and center? Our users do not want to click through multiple screens or search for something. This is especially true when they do not know what they are looking for. They would like a website that they can enter in their problem and get on with their day. I think this can be done with a custom
Deploy AssetExplorer with a Standalone SQL Server
The procedure in the online documentation for configuring AssetExplorer with a separate standalone MS SQL server are incomplete, and raise many questions - they can be found here: https://help.servicedeskplus.com/introduction/setting_up_database.html$ms%20sql%20db I was only able to get the configuration working after a support call. The key issues that were not addressed in the documentation are: Install AssetExplorer using the default PostgreSQL server first The SQL Server must be installed and
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