Is it possible to raise the 37 option limit on check boxes?
If i add a checkbox in a resource, i am limited to 37 options. I really need more than 37 options (i know it is a lot). We use it to give access to different sections in a tool and we really like to give the requesters the opportunity to use only 1 request. An multiline field is not an option, because i have made a script that deals with the approvals for each section and gives access to each section after an approval is given. So the ticket itself is completely automated. It works great for a few
[Term of the Day]: Ticket Filters
Term of the Day “Ticket Filters” In a Helpdesk environment, Technician ( ticket handlers) needs a simple tool that could provide ease in handling and managing tickets in large numbers. Ticket Filter provides the ability for technicians to handle tickets in various structured views. In general ticket view section for users comes with built-in filters to view Unassigned, Open, On-hold, Closed tickets, etc. Technicians can create customized filters to have tickets views based on the ticket type (incident
Report Result Font
Unfortunately, customized fonts are not shown in the results report. How to change the font, table and appearance of reports?
Auto Share Request script failing
Greetings, Stumbled upon the V3 variant of the auto share requests from email IDs to notify: https://pitstop.manageengine.com/portal/kb/articles/how-to-auto-share-request-to-users-specified-in-a-request-field-v3 Now before I found V3 I found the https://pitstop.manageengine.com/portal/kb/articles/how-to-auto-share-request-to-users-specified-in-a-request-field (V1) version of the same script and had originally tried implementing that. When I did testing, I was returning JSON output in \custom_scripts\request\
[SDF-59933] Send out Survey when Resolved is used
Turns out we've been using our closed statuses wrong for a very long while. We've been using Resolved and leaving it at that. Not knowing that it needs to move to Closed at some point. I've played with the Auto-Close settings, but none of the techs or managers like having to pick a Closure Code when Resolving a ticket that way. So we're sticking with Resolved. I was told to look into getting Survey's to a useable place. But after a quick test it looks like a Survey will ONLY be sent out when a request
Upgrade proccess from version 11.1 Build 11111 to the latest Version: 11.1 Build 11116 - stuck at 13%
Hello, We started the upgrade process from version 11.1 Build 11111 to the latest Version: 11.1 Build 11116, using the latest SP ( ManageEngine_ServiceDesk_Plus_11_1_0_SP-0_16_0 ). The process itself hangs at 13%, with status message "Upgrading PostgreSQL / Extracting patch pgsql" show in the dialog. I presume this is a major DB update, so we left the upgrade procedure running for a few hours. It stuck on the same window / with the same message. The application was left to run overnight, with no
Description of the Request is also duplicated when Duplicate Request
When I try to duplicate a request, Description of the Request is also duplicated !
Change Management - Some queries bedore implementing
Dears, We are planning to implement the change management in our organization for all changes(not just IT). I want to know feasibility of the application and to see any gaps in our requirements. My questions are below, Kindly if anyone can support on this 1. Is it possible to allow all the users to create change requests? We will have multiple templates. I didnt see any option to assign the change requester role the users. 2. Can the line manager be the reporting manager of the change requester.(will
How to change default request list row count for all users
Hi, For improve performance I need to change default request list row count for all users and set 25. What should I do? SDP v11.1.16 DB: MS SQL Thanks for helping
Partial support for IE 11 browser
This announcement is to inform our customers, that we will be providing only partial support for the IE 11 browser, from the 11116 builds of ServiceDesk Plus. Reference id: SD-87014 Why partial support for IE 11 browser? In ServiceDesk Plus, we always strive to provide the best customer experience, with enhanced security and swift web-based platform. To achieve this, we have decided to provide partial support for IE 11 browser, based on the following considerations. Limitation in development: Since
[Term of the Day]: Two Factor Authentication (TFA)
Term of the Day “Two Factor Authentication” Definition — What is TFA and why is it important? Two-factor authentication, also known as 2FA, is a security mechanism in which individuals are authenticated through more than one required security and validation procedure. It adds an extra step and an additional level of security to safeguard your accounts from being hacked. An instance of how 2FA works, just look at your own online history: There might be plenty of websites that you access just by
Reports Filter no time option
11.1 Build 11104 After updating, the clock option at the time of creation is not displayed in the filter of the report page. Only the date section is active. How can I activate the time section. In the request part, the date filter works with time, this is what I need in the report section the sample is sent in the attachment. Thanks
ManageEngive ServiceDesk Plus not working. Event ID 7024
Our server installed windows updates over the weekend and following the reboot the ManageEngine service starts and immediately stops. We are getting the following error from Event Viewer: "The description for Event ID 7024 from source Service Control Manager cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer. If the event originated on another computer,
Auto Share Request to Requester user
Is there a way to automatically share request to a requester user? There are instances that the technician is not available so the other person in charge who only is a requester,resolve a request. How can we automate the sharing of request of a specific ticket?
SAML Login
Hi, I am trying to configure SAML authentication for ServiceDesk. After configuration I am able to login using my IDP, however instead of email id the login name and display name both appearing like - uuida3d76f75-0172-11a4-b01c-e172d25d1b04. I have tried configuring NameID with display_name, email, name, but got the same result. Do I need to make any further changes? Regards Arunava
Report for time to categorize request (or time to assign request to a tech)
Need report for all requests to see time to assign technician to a request. Because of call-center technicians, they are to slow to work with the requests, I want to create an SLA for them, but I need to see a time needed them to assign a tech to a request
Reports showing wrong numbers in Asset Explorer 6.7.0 Build 6706
I have configured customer reports in version 6.7.0 Build 6706 and they seem to show very different numbers. Total number of our assets are 159 and the reports showcase in few thousands. Has anyone faced any issues as such before ? This is seen for all custom reports.
[SDF-41561] Preventative Maintenance Task Email Notifications
I need help with getting the Preventative Maintenace Tasks to notify via email when they are generated. The weird thing is, I can add the "Email ID's to notify" field when creating the service template but when I got to create the PM schedule, that field is gone. Any help is appreciated.
How to set time zone globally for all users
Hi, In my location time zone is correct but day light saving is incorrect. Because of that I had to off day/light saving from server time zone and set time manually in spring and summer season. Now in SDP, I can't set time zone as globally. Without this feature all time fields in SDP are one hour ahead (+01:00). I see these links: https://pitstop.manageengine.com/portal/community/topic/global-settings-time-format-time-zone-date-format https://pitstop.manageengine.com/portal/community/topic/change-timezone
[SD-87014] Bring back IE 11 support
Being in a healthcare setting, my users deal quite a bit with government websites to perform their job duties. All of the domain workstations have IE, as well as Chrome installed, but since the majority of the users need to have IE set as their default, this is pushed out via GPO. I've actually had to 'break' Edge from opening up due to Windows continually trying to 'strong arm' their browser to be default. While Edge is trying to be a replacement for IE, a lot of websites still hasn't fully adopted
Importance management does not appear in Servicedesk,
Importance management does not appear in Servicedesk, and at the same time it seems to me that this affects SLA management because option appears blocked in the forms too
How to assign two or more technician to one request OR divide one request into two or more request?
Hello I have a question about ME SDP. How to assign two or more technician to one request OR divide one request into two or more request? Thanks in advance!
Import users from Some sites AD that only connect to the Internet
We are a holding company Some subsidiaries have separate, separate Active-directory(AD) Our only connection to those companies is through the Internet. What is your strategy for importing users from those companies Active-directory(AD) into Service desk?
Notify requester by e-mail when there is a new reply from technician
Hi there, As the subject says. When a requester create an incident, a technician will get notified of the new request created. Then the technician will reply to that same email say from their Outlook. Problem is, while the reply is added as part of the conversation of that request, the requester never gets notified AND the field [Responded Date] is not updated, which will poses a problem with regards to SLA. When the requester reply's via email, the technician gets a notification email. but not the
Fail mail server settings configuration (O365 Enterprise account)
Hello to all, we have experienced problems to configure a O365 Enterprise mailbox into Servicedesk Plus (test server). We have created a jssecacerts file and we have copied to jre\lib\security directory but after we hace configured POPS, servicedesk has username/password error. We have checked that username/password is correct. Could you give us any clue to resolve this configuration issue? Our installation is SDP 11.1.14 with SQL Server Thanks in advance
[Term of the Day]: Failover
Term of the Day “Failover” Failover is the ability to automatically switch to a reliable backup system, database, server or network, when the primary system fails with unpredicted system or component failure. Failover is an integral part of any business disaster recovery plan, the failover process involves the heartbeat sensing mechanism, which sends a signal between the primary and secondary (backup) devices. The heartbeat signal is usually configured for a predefined amount of time. Whenever the
Delete departments
Hi, I want to delete the unused departments from the department list. It is now very messy. When I tried to delete departments, an error saying that it is associated with other modules in the system. I understand that there might be some users, requests, modules associated with the departments. So how could I find out what are associated with the departments and how can I disassociate them and finally delete the unwanted departments? I am running SDP Enterprise 11.0 build 11000.
[Term of the Day]: Phishing
Term of the Day “Phishing” Definition — What is Phishing? Phishing is a cybercrime of deceiving people into sharing sensitive and confidential information. The term ’phishing’ is derived from the word fishing, because criminals are setting out hooks to "fish" for usernames, passwords, credit card information, network credentials, and so on from the "sea" of the Internet users. This attack is usually done by posing as a legitimate individual or organization via phone or email, cyber attackers
Does anyone have PowerShell API V3 examples?
I am looking for some Custom Trigger scrip examples written in PowerShell ´for the new V3 API. Much appreciated. /Rasmus
Make new field mandatory in Worklog with pop-up message
Dear, I have added new field named ”Service Provided” in the Work Log form Additional field. How can I make this field mandatory, is possible to come with pop-up like below?: Thanks,
Time Elapsed Analysis
I would like to create a report for all tickets for the last months with how much time the Techninian spent on each ticket status for all groups The time spent on Open The time spent on In Progrss The time spent on Assigned The time spent on Resolved When I open the ticket the tab "Time Analiysis" shows that I want it in a report. for all groups Thanks in advance,
No option available to Add image for Service Category
For Service Category, there is no option available to add an image for selected category. These are Custom crated category as well as for default. I have attached two images how it look for Requester and how Service Category Customization page where we cannot find option to upload the image. Is there any workaround or option to achieve this? Thank you
Multiple tickets from same client
Hi, I was wondering if anyone had a solution, I raise a ticket in a 3rd party support desk, when they respond it opens a ticket in my support desk. The issue is if they respond to the same ticket it doesn't update my one, it just creates another ticket.
Unable to view incident and service tickets at the same time
We have users that handle both incident and service tickets, however only the incident tickets are visible. When I convert a incident to a service I no longer see the ticket in my view. Can both types of tickets be made visible? Sal
[ForYourInformation -37] Exclude IT Assets from scanning
During our consultations, customers often come up with a requirement that they do not want certain IT Assets to be scanned during the asset scan. They had to manually delete the unwanted asset entries from the application every time after a successful scan. Solution: 1. You can move those to Expired or Disposed Asset state, this will still have entries in the application. 2. Add the device name or its IP address to the exclusion list. It is a tedious process that requires a lot of effort and also
Change Requestor to Technician
I'm doing a trial right now of SDP and I imported all of my users from AD. However, I can't seem to find an option to change a requestor to a technician. I've looked through the documentation and the quick start guide, which shows a button called "Change as Technician", but it looks to be an old interface and not the current software release. I don't see any similar button anywhere on the current release page. Anyone?
Mandating Resource Questions after converting Incidents to Service Requests
Hello, I'm trying to enforce the capture of some data on service requests and use that data to mandate certain tasks or fields. This data can be entered either by users (when the SSP is launched in future) or by technicians who are processing the requests. At the moment, 95% of our requests are generated by e-mail and start life as a default incident request. Here is a simplified example of the Field & Form Rules (FAFR) on my Service Request Template: On Form Load Mandate Fields (x2) - Group - Resource
[Term of the Day]: HelpDesk Report Tool
Term of the Day “Helpdesk Report Tool” Helpdesk Report Tool connects to the database of the application gets the data for every module and presents the data in a meaningful way to users. The tool extracts and displays the data in charts, graphs, tables, and other visualization formats. Report tools are highly sophisticated and developed in collaboration with businesses of various sizes. RT will be suitable for any type of business which requires reporting features and data analysis, allowing managers,
Project Owner
Hi, Does anyone know why as a Project Admin i cant set the owner to anyone other than myself?
ServiceDesk Plus ESM with more than one instance integrated with Analytics Plus
Hello Support, We currently have the following scenario: ServiceDesk Plus v11116 with DB MSSQL 2017. We have two instances: SDP TI and SDP FACILITY. We also have Analytics Plus 4500 integrated with ServiceDesk Plus. I see that only the instance of SDP TI can be integrated with Analytics Plus. Is there an opportunity to integrate the other SDP instances with Analytics Plus? We need to do the statistical analysis with Analytics Plus for the other instances (SDP FACILITY) of ServiceDesk Plus ESM. Regards,
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