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,
[Term of the Day]: HTML
Term of the Day “Hypertext Markup Language” Definition — What is HTML and its purpose? HTML is an acronym that stands for Hypertext Markup Language. It is the standard markup language for creating Web pages and describes the structure of a Web page. HTML consists of a series of elements that tell the browser how to display the content. When working with HTML, simple code structures (tags and attributes) are used to mark up a webpage. For example, we can create a paragraph by placing the enclosed
[Tips & Tricks] Customize ServiceDesk Plus the way you want
Before finalizing on customization: Do research: Look at other portals your organization uses, or your organization's website to see what design appeals you and what colors and images best fits you. Keep your potential users in mind: Of course , we want the portal to match your personality. But never lose focus on how our design will speak with the customers. How should you customize ServiceDesk Plus: Keep in mind that ServiceDesk Plus comes with preconfigured design language, which means it comes
How to make SQL query to ME SDP database?
Hello I want to use SQL query to ME SDP database in order to get customer report. As i understand, ME SDP uses Postgre by default, which sdould run on port 5432. I used netstat -n on ME SDP server, but i don't see anything on port 5432. How to check what database is being used by ME SDP? How to connect there? Thanks in advance!
[SDF-51303] How to prevent task schedule by some technician
Hi, I wanna to add task to some technician and I don't want to access technician for change schedule time. How to prevent task schedule by some technician? Thanks for helping
Custom Contract Report - include "Users to be Notified" column
I would like to create a report for the Contracts module and include "Users to be Notified" as a column. Below is information from the Health Meter: Build Information 10.5 Build 10513] Database Properties: Database Server SQL Server Database Host AURSQL01
Upgrade 10.5 to 11
Do you have a manual or video with the instuctions to migrate from version 10513 to 11113? i tried but gave me the error of API's
Change bulk Requester of requests
I want change requester of a few requests in bulk, Is'it possible? we have 1000 requests and I want change requester of them in bulk
Problem Template
Hi, I understand there is a plan to have the Problem Templates enabled so we can customize our Problems ? Do you know when this is likely to occur ? We are looking to hide some of the fields as they simply have no use, so any advice would be appreciated. A
Add attachments to Request via API?
How I can add attachments to Request through API?
[SD-87956] "Insert quote" adds a blank line
When I'm editing a request's details or notes, if I select some text and use the Insert Quote formatting option, it adds a blank line above the quote, which I always have to remove. Could you please change it so that it doesn't add the blank line? I can't see when it would ever be helpful to have the blank line added.
[Term of the Day]: FCR
Term of the Day “FCR” Definition — What is FCR? FCR is popularly known as "First Call Resolution" or "First Contact Resolution". The term is self-explanatory, in a Servicedesk sector handling a user call and resolving the issue in a single interaction, without the user having to follow up or contact ServiceDesk again for the same issue is referred to as FCR. It is one of the important key performance indicators (KPI) to measure agent performance, customer experience, and operational efficiency.
Cannot Restore Backup
I'm attempting to restore a backup of build 9121. I'm following the steps here: https://pitstop.manageengine.com/portal/kb/articles/how-to-restore-your-data-in-servicedesk-plus After I select yes to restore data to the production build, it appears that the restore starts but it stops after just a couple of minutes. I don't see any pop-up confirmation. I can see in task manager that there is no activity with the restore process. After this happens, I cannot log back into the Service Desk. I can
Report - See requests that were not CLOSED automatically after resolved
Hi all. We currently have Automatic Request Closing configured. The closing is made after 2 days of resolved the request. I want to see what a report would look like that allows me to view the requests that, for some reason, were not or could be closed automatically. From the report wizard I did not find how to do it and I do not have much experience in queries to the database. The SDP version we have is 10.0 Build 10015 Thanks in advanced. Best Regards. Facundo Caballe
Report Query
I have a query report that doesnt deliver the expected result. Depending on "Order by" i get different results. If i set order by 'Acquisition Date' asc i get 200 results in report If i set order by 'Requester' asc i get 100 results in report If i set order by 'Request ID' asc i get 300 results in report This report should give me 379 results Any Ideas out there? select WO.WORKORDERID as 'Request ID', AU.FIRST_NAME as 'Requester', SCF.GUDF_CHAR3 as "Ansvar", SCF.GUDF_CHAR4 as "Verksamhet", SCF.GUDF_CHAR5
API v3 requests with search_fields
Hi, I am a beginner and trying the API. I would like to get the current ticket info with search_fields applied. I tried the follow request in the Admin -> API section and Postman. I can get filtered data (1 ticket) from the build-in API portal. But, I get all data (5 tickets) from Postman, not filtered. Please advise if anywhere I should adjust. Thank you. Only 5 ticket in the system. Only one subject contains abc. { "list_info": { "row_count": 20, "start_index": 1,
Upgrade 9.2 & Backup Trouble - Backup has failed during the upgrade
Hello, I've been stuck on version 9.2 for many months now, as I've only had time to troubleshooted a handful of times, so today I finally gave up searching and I'm hoping someone can help. Originally I thought the problem was related to our database and this patch, but since it was always failing during the Backup process, I tried running a manual Backup, and that failed too! In fact, all of the monthly Backups had been failing and I had no idea until I checked today and found the monthly folders
Manage Engine Server desk plus is not starting...
I am using Version 10.0 with Windows 2012 R2 Standard and SQL Server. I suddenly stop working as everything was working fine from the last few months after upgrading. I have tried to apply some solutions from other searches like 1- Changing config file entry from mssql entry to pgsql or mysql. 2- closing java process from service desk and restart the service 3- restart manage engine VM and starting services again. Is there any log file I need to share or anyone who can help me in this .
[Term of the Day]: IoT
Term of the Day “Internet of Things” Definition — What is IoT and it does? The Internet of Things (IoT) is one of the rapidly flourishing technologies. It extends internet connectivity beyond traditional devices like desktop and laptop computers, smartphones and tablets to a diverse range of devices such as smart homes, cars, security systems, thermostats, electronic appliances, alarm clocks, speaker systems, vending machines and so on. IoT enables users to interact with devices remotely by utilizing
Are you tracking annual license renewals through the Contracts module?
Software as a subscription is now ubiquitous. Often, we don't have a contract per se, but we have a license that has a start and end date. The contract module seems to be geared toward traditional contracts where there is an actual contractual agreement rather than simply the purchase of a license. The contracts module seems like a likely place to log these licenses because of the ability for ensure visibility of the expiry of the license. My question is, are people generally tracking this through
Outgoing Mail No longer working CertPathValidatorException: timestamp check failed
We are using ServiceDesign Plus 8 and over the weekend our outgoing mail sending stopped working. When i checked the logs I am seeing multiple exceptions all related to Caused by: javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX path validation failed: java.security.cert.CertPathValidatorException: timestamp check failed When I contacted our mail service provider they said that this was caused by "Sectigo AddTrust External CA Root Expiring May 30, 2020" see https://support.sectigo.com/Com_KnowledgeDetailPage?Id=kA03l00000117LT
Request send by email (HTML) and SQL query in int - formatting issue
Hi, When user send ticket to our ServiceDesk and put in that ticket some SQL query there is some werid formatting issue - some of the spaces are missing and that SQL query is not usable. The same query puted to a ticket made by ServiceDesk web page is OK. The problem is ony on SQL query text imported from email For example: 1) oryginal (part of the) query: WHERE ContractId IN ('KP051', 'KP052', 'KP057', 'KP059') 2) the same query text imported to sdp from email: WHERE ContractIdIN('KP051','KP052','KP057','KP059')
Filter Sites List Columns
Site module need to this features: 1- Filter Sites List Columns 2- Additional fields 3-Report Site information with all columns Is it possible? We have more sites we want manage and view all of information about sites on Servicedesk
[SDF-63991] Prevent add task in request that closed
Hi, For security reason, I wanna to prevent add task in request that closed. What should I do? Thanks for helping
[SDF-62574] Add new fields to all Templets
We have more than 40 Templets (Default Request, Incident Templet, Service Catalog Templets) We want to add new field to all. Would you advise me if there any way to add it for all without go one by one? Best Regards, Emad Previous
Withdrawing Servlet APIs for Asset Management
Dear users, This announcement is to inform you that we will be withdrawing the support for Servlet API operations for Asset Management from one of the upcoming service packs. You can now use CMDB APIs which is more advanced to perform operations like adding, updating and deleting assets. You can try our CMDB APIs from Admin > General > API > Documentation > CMDB. The support for Servlet APIs is expected to be withdrawn from the build 11119 for ServiceDesk Plus and 6713 for Asset Explorer. In case
[Term of the Day]: RAT
Term of the Day “Remote Assist Tool” Definition — What is RAT? Remote Assist Tool is one of the popular tools used in the IT sector. Remote tools have made it possible for anyone to connect from anywhere in the world with lots of ease and flexibility. In the HelpDesk environment, IT professionals use these remote tools to access remote user's servers or networks without being physically present in its location, thereby saving time and reducing the complexity and increasing user satisfaction accordingly.
Complain 6MB attachment is bigger than 10MB
I tried to attach a 6MB pdf file to a request, and got the warning that it can't because it's bigger than 10MB. Why is it getting the size wrong?
When technician reply to a request by email, requester is not notified?
Hi there, As the subject says. When a requester create an incidence, a technician will get notified of the new request created. Then the technician will reply to that same email. Problem is, while the reply is added as part of the conversation of that request, the requester never got notified AND the field [Responded Date] is not updated, which will pose a problem with regards to SLA. UPDATE: when the requester reply via email, the technician gets a notification email. but not the other way around.
Reports not working after update to 11.1
Hi guys, Anyone with similar issues about reports after updating ServiceDesk? We recently update our ServiceDesk Plus to 11.1 and right after, the Reports are not working: Product- ManageEngine ServiceDesk Plus Version: 11.1 Build 11115 OS: Linux Database Postgresql Please see screenshots when opening a report. It's happening to all report created.
[Term of the Day]: Web Server
Term of the Day “Web Server” Definition — What is Web Server and it does? A Web server or Internet server is a computer system that hosts websites. Any computer can be transformed as a Web server by installing server software and connecting it to the Internet. The Web server process is an example of the client/server model. It uses HTTP (Hypertext Transfer Protocol) and other protocols to respond to client requests (content or services to users) made over the internet. Every Web server has an
Forgot administrator password / or deleted administrator account
I cannot login as administrator , i am suspicious i have somehow deleted administrator account, how can i solve the problem ? Thks for any help JS
[SDF-85516] Is it possile to include tags in ME SDP reports?
Hello! Is it possible to include tags in ME SDP reports? I didn't find that possibility in report wizard. If not, may be there is a plugin which can do it?
html input to custom menu
Dears, I am adding a custom menu to run a python script for third party app integration. Also I want to take input from user through html and pass it to the script. I saw this discussion https://pitstop.manageengine.com/portal/community/topic/provide-input-to-a-powershell-script-run-from-custom-menu which do the same with powershell scripts. what I did so far: added html file in integration/resources with this content , also attached to be clearer <!DOCTYPE html> <html> <head> <script type="text/javascript"
Automatically Trigger Tasks in Service Catalog
I'm new to Servicedesk Plus and i'm not able to set "Trigger Tasks" to "automatically". Switches allways back to "Manually". Can anyone help? Wait since 3 days for an answer from support - hear nothing from them :( Thank you for any help, Roland
Send Notification to offline technicians
How we can Send Notification to just offline technicians when an request assigned to him,?
How to connect SDP to stand-alone PostgreSQL
Hi, I installed PostgreSQL v12 (port 12000) on same server that SDP installed and change DB server configuration to new PostgreSQL instance, but when I execute run.bat, show me below error: Unable to start Postgres server on port 12000, since another instance of postgre s is running in this port. Problem while Starting Server System halted Press any key to continue . . . What should I do?
Tracking Time for request that have been forward and request is changed of status from Open to Assigned
How i create a query that track or retrieve data time related with the forward request and request that its status is changed from Open to Assign?
Query to see unused categories in servicedesk plus?
We currently are looking at cleaning our categories in service desk plus and I was wondering if it's possible to produce a report that would show you the categories that haven't been used or have been used the least within the last year?
Mail is not being picked up from the mailbox from Tuesday
Hi guys, Been using the mail component without issue for the last week and a half, but since Tuesday it's stopped picking up replies and new tickets. When I go into the Admin - Mail Server Settings - Incoming tab, the Save button is grayed out, even if I make changes to this screen it doesn't allow me to save the changes. If I go into the Outgoing tab the save button is functional. On the Incoming tab I've tried changed Mail Fetching to "Stop Fetching" which worked, and then "Start Fetching" works
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