Page Script Request - Acknowledgment Pop up
I was wondering if a Page Script could be created that would generate a small pop up that the Employee would need to acknowledge. Many of our employee's use different browsers. Edge, IE, Chrome, and Firefox. I often see issues with IE not displaying forms correctly or IE & Firefox are unable to even submit forms. I'd like to add a page script that'll generate that pop up they need to acknowledge that tells them the forms are best used in Chrome. This'll cut down on the trouble tickets we get.
User/technician API v3 changes over the ESM (11000) release
Dear Customers, Hope you are all aware that we are working on the next version of API (v3) now. We would like to share a part of this API v3 before the ESM release. So customers can be well prepared to adapt the new API changes anytime. Requester/technician related APIs(v1/v2) wont be supported anymore after the ESM (11000) release. You may need to update your existing requester/technician related API's with this latest v3 version. The ESM version has some changes towards the user/technician
Forwad/Reply to external email id when a request with specific subject created.
Dear Team, I want to send a customized message (which is fixed) and would not reference to any field in the request-i.e. eventually static text whenever a request gets created with a specific text. Is it like this would be a business rule and a custom script would be required. Please suggest. Thanks Joy
Survey Report Help
I get a report weekly (query below) of survey responses for the last week. I need to edit this query to have all surveys from 2019-10-01 to 2020-04-25 in the same format. I cant seem to get it to pull the correct timeframe and i also don't know if i am pulling everything, or if some of these are archived. SELECT wo.WORKORDERID AS "Request ID", max(wo.TITLE) AS "Request Title", max(aau.FIRST_NAME) AS "Requester", max(ti.FIRST_NAME) AS "Technician", max(srcmt.COMMENTTEXT) AS "Comments", longtodate(max(srm.SENDTIME))
Change history records limit for assets
Hello How many history records are possible to see in this tab? If it is limited, Is it possible to change history records limit for assets which are scanned by the system in specific period of time? Purpose is to track actions taken place in a workstation, include software changes.. hardware changes.. ex: Software installed\Removed, RAM Increased\Decreased. We want to have these logs in specific period of time or forever. Regards
[Term of the Day]: MDM
Term of the Day “Mobile Device Management” Definition — What is MDM and what is its purpose? Mobile Device Management (MDM) is end-to-end security software that enables the organization's IT department to manage, configure policies, deploy applications, configuration settings and secure employees' devices that are being used in the organization. This software emerged in the early 2000s when the BYOD (Bring Your Own Device) trend arose. How does it work? MDM relies on endpoint software called
Support group schedule
Hello, with Covid19 impact, we have support groups schedules with hours cut, this impact SLA calculation, since some areas in the same site no longer work from m-f and some other areas does. I am required to configure sla calculation based on the workschedule for a particular group. Is there a way to accomplish this? Site configuration is: M-F 8:00- 18:00 hrs. Support group will work: M-T from 8:00 to 18:00 hrs. Thanks, Juan de Dios
[Tips & Tricks] Problem Management made simple
It is the process which is followed to deal with recurring issues and those incidents that don't have a solution so that we could reduce the disruption caused to the Service and increase the satisfaction of the End Users. Just like in comic books, Problem Management is one of the Heroes that could help in finding out the root causes and solutions to fix what goes wrong. Best Practices: Identify: The issue that proves to be recurring and pain should be identified in order to be considered as a Problem
Release Notes and Roadmap should specify On Premise or Cloud
There are a lot of new features that have been implemented over the last few years. Thank you, so much for the dedication to improving the product. I would like to know if an addition could be made to the Roadmap and / or the Release Notes for the updates, so that we could know in advance if new features are available in our product. We currently have SDP+ On Premise and have been looking forward to several items that have been released, only to find they are only available in the Cloud version
Custom status when reopen ticket
Hello, If a ticket is in status Resolved and the customer uses the button "Reopen" from selfservice portal, it comes back to status In progress but I want to use the status "Reopened" is there a way, via scripting, business rule or setting to say what status is reopened?
ManageEngine Installation on Linux 64 bit
Hello. I can't install manageengine service desk plus on centos 7, ubuntu LTS 16, ubuntu LTS 18. I'm downloaded last ManageEngine_ServiceDesk_Plus_64bit.bin. I get error message: Pgsql Err Msg ------------- Problem in Initializing Postgres !!.. Kindly check logs... In logs: chmod cannot access «/etc/ServiceDesk/conf/ServerKey.key»: No such file or directory Screenshots in attachement. Thank you.
[Term of the Day]: ITSM
Term of the Day “IT Service Management” Definition — What is ITSM? ITSM is widely known as IT Service Management, it is a process to Design, Manage, Improve, Deliver, and Support the IT services required for the end-users. ITSM primarily focuses on business objectives to help an organization grow aligned with IT processes and services. Why is ITSM necessary for your business? IT is increasingly becoming more complex and mission-critical to the business. Following its best practice is much needed
[Tips & Tricks] HelpDesk Admin
Hello folks, We had quite a lot of users requesting for a role that provides full access to helpdesk management. Thus reduces the workload of SDAdmin. Upon discussing with many of our users, we have now introduced default "Helpdesk Config role" that allows to perform all request related customizations/operations across ServiceDesk. A technician associated with this role can perform periodic reviews and amendments of existing process, cascading knowledge update to the team and driving/leading the
Set/Show Task Once Dependent Task are Complete
Hello! I am attempting to create a Field and Form rule using the Execute Script option. The rule will need to Show/Set a task only once the dependent task have been completed. Scenario: Update to production service is required. Before implementing this update in the production environment, it must first be applied to the test environment first. Your Version : 11.1 Build 11106 Latest Version : 11.1 Build 11112 View Service Pack Details License Type : Registered Version License ID : Product
Customise automatic reply email on incident creation
Hi, I can't find where to edit the email that is sent when a requester emails in an incident. I want to get rid of all the initial variables so I can see the requester and start of the subject in my outlook inbox preview without opening the email. Is this customisable?
[Term of the Day]: DNS
Term of the Day “Domain Name Server” Definition — What is DNS and what it does? Ever wondered how when you visit a domain or full web address in a browser, www.amazon.com for instance, the site gets loaded? Here comes the sophisticated technology "Domain Name System" that translates human readable domain names to machine readable IP addresses (for example, 192.0.9.54). DNS is often likened to the internet’s version of a telephone book. If you know a person’s name but don’t know their telephone
Query reports of ٰ Task violations
Please provide Query reports of ٰ Tasks SLA violations
[Community Digest] ServiceDesk Plus - April 2020
Here is the recap of activities that happened in the month of April 2020! Product news: End of Life for API v1 for the request module Build releases - 11110, 11111, 11112 and their Release notes. User Education and Resources: Quick tips to create an effective remote access plan for your organization 7 ITIL® 4 tips for service professionals by the ITIL 4 co-author | ITIL 4 overview, benefits & more Configuring CIs, CI types, and relationships using CMDB in ServiceDesk Plus Our star PitStopper Gary
Why are Preventative Maintenance tasks created as Incidents?
Hi, I haven't used the SDP Preventative Maintenance feature up until now, but I am considering using it to schedule and assign ownership of regular tests of our Disaster Recovery procedures. I have noticed that this SDP feature uses an Incident template and creates PM tasks as Incidents. These are not really Incidents (in the ITIL sense of the word) so I would have thought that it would be more appropriate to create them as Service Requests. If they are created as Incidents then I will have to filter
Need of Architectural Diagram
Hi Team, Can you share us the Architectural diagram of Service Desk Plus
Task Creation in API
I have created a request template with 3 tasks added on the workflow tab. I have the Trigger Tasks set to Automatically trigger upon creation. When I create a request in the Service Desk UI, the tasks are automatically created. Yea! When I use the v3 API to create the request, the tasks are not created when the request is created. Should the tasks be created when the request is created via API? Is there an attribute to add/trigger the tasks? If not, how should I trigger the creation of the
Problem when change CI icon
Dear all When I change CI icon (after Upload Image 48x48px) but the popup says "You are not athorized to view this page and i can't change it. Anyone can help me in this case. Thank a lot.
Having issues with AD Authentication for user login
Hi guys, I'm having an issue with AD authentication. None of the technicians or the requesters can log in using AD credentials. I've set myself up as a local account in ManageEngine ServiceDesk Plus so that I can use the system. The domain name is listing correctly in the login screen but is returning a "Username or Password is incorrect" error when trying to log in with AD credentials. In the Admin - Requesters area I can see that the requesters are all being picked up from AD and listing the correct
Extending our Live Chat support
Dear users, We are all dealing with the uncertainty around COVID-19 impacting people and countries around the world, teams everywhere are moving to remote work. We are committed to helping our users in all possible ways during this crisis. In addition to our online chat support for the US time zone, we have now extended our chat support for the UK time zone. Our support agents can be reached instantly on our support portal during the window of time mentioned below, Europe Time Window: US Time Window:
different notifications for different requests based on service category in service catalog
Is there a way to have different notifications that are sent out for tasks and requests? For instance based on Service Category
[Term of the Day]: CAB
Term of the Day “Change Advisory Board” Definition — What is CAB and what it does? The CAB is the most widely known as Change Advisory Board in ITSM. They are a group of people who assist the Change Manager in reviewing the change. The CAB member can be anyone within the organization who has good knowledge and skill in evaluating particular change, there are no rules in selecting a CAB member. Change Manager Approves/Rejects the change based on his CAB member's review and advice. Importance
Auto cc populate when request assigned a group
Hi, Is it possible that e-mail ID's to notify is auto populate when assigned a group and auto populate cc field when a technician reply a request. For example; If the group of request is Group A, auto cc abc@mail.com and auto populate this address when a technician in Group A is replying request. Thanks.
Asset field cleared on edit of ticket
Hello. When a request is raised, the Asset field has the computer number in it but then when you go to edit the form, it deletes the asset and you need to add it in again. Is there a known bug or can you fix please?
[ SDF - 58291] Requests and Custom View with multiple operators
is it possible to make a custom view with filter set based on a few conditions AND OR simultaneously? eg. (My group AND unassigned ) OR (MY Request AND not Closed)
Query to retrieve Technician and Requestor Ticket Convos - URGENT
Hi Folks - I need a MSSQL query to retrieve the Technician and Request communication History. I have tried this query but nothing is executing. select nw.workorderid "Request ID", nw.notificationid "Conversation ID", 'Outgoing' "Conversation type", DATEADD(s,datediff(s,getutcdate(),getdate())+(n.notificationdate/1000),'01-01-1970') "Sent on", aau1.first_name "From", nr.recipient_email "To", n.notificationtitle "Subject", nd.description "Conversation", sd.attachmentname "Attachment" from notificationtodesc
Web RDP with shadow
Hi, Usually we take remote desktop on client computer and solved their problem. Almost user's problem related to issue that face while working organization software and need for training. Web RDP in SDP is okay, but we need to see their desktop. As matter of fact we need to Web RDP SHADOW. With shadow in RDP, we can view user's desktop. Do you have any solution for this issue? Can you add this feature to your product? Regards
[Term of the Day]: NAT
Term of the Day “Network Address Translation” Definition — What is NAT and what it does? To access the Internet, one public IP address is required, but we can use a private IP address in our private network. The idea of NAT is to allow multiple devices of a private network to access the Internet through a single public address. This enables private IP networks that use unregistered IP addresses to connect to the Internet. NAT operates on a router or firewall, usually connecting two networks
Latest Version - Migration
HI, If I convert my teams/departments into different ESM silos - is there a migration tool to move over the existing old requests?
[SDF-85516] Is it possible to add a custom view for particular tags?
Can I include a tag search in the criteria for a custom request view?
[SD-87015] Error sending approval
Hello! After upgrading to 11.1 Build 11112 we can't send request for approval when language is Russian. When I click "Send" I get error: (Something like "the value specified for the parameter "send" is invalid"). The same error appeared in 11.1 build 11110 when adding CAB members on change request. Switching interface to English resolves the problem.
[DidYouKnow-36] Contract Management life cycle
ServiceDesk Plus Contract Management helps you to organize and centralize contract tracking. The primary objective of contract management is to maintain a complete record of contracts of your organization with third-party vendors. You can track different types of contracts that are for lease, software licenses, support, maintenance, warranty, etc. Contract Management life cycle: New contract submission: You can create a new contract at [Contracts tab -> New contract ] provide the details of your
First Response on ticket
Hi We want to know the time taken for first response on ticket..Is this possible
Problem setting up SAML2 with SDP onprem
Hello We have been working for some days, trying to set up SAML2-authentication for our installation of SDP We are using version 11.1 As we understand it, we should use the transient-nameid format. But as the transient-format (according to the saml2-standard) are only valid for single login session (i.e. it will be different each time the user authenticates again, but will stay the same as long as the user is authenticated). We cannot change the NameID-value in our IDP, if we set the format to transient.
[Term of the Day]: SSID
Term of the Day “Service Set IDentifier” Definition — What is SSID and what it does? You’ll often see the acronym “SSID” when wireless networks are involved. SSID is the name assigned to a wireless network. For example, if you take your device to a coffee shop and you see a sign telling you to join a network with an SSID of “HotPot WiFi”, devices will look for all networks in range when you attempt to connect to local Wi-Fi, you just need to pull up the list of wireless networks nearby and
[Blog] Critical System Failure using Request Life Cycle: A Short Overview
Critical Systems Failure is a phrase that even the most experienced IT professionals do not want to hear. Imagine your first day as an IT engineer with your team, and a file server storing all your critical data has crashed. How would you and your team react? Of course, there were Disaster Recovery arrangements in place and you have hopes of getting it online with the least overhead cost to the business. However, who has the authorization to execute the DR plans? Who has the permissions and skill
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