Suppress disabled users from AD for new tickets and project members
How do we hide users from the requester list that had disabled AD Accounts? – Project Member, Requester, etc. Many users start out as a contractor, with an ID that starts with a 9, then they are converted to a full time employee. Example: In active directory, there's a disabled account and an active account. Both accounts are in ServiceDesk, which makes sense, because we don't want orphaned tickets for disabled accounts. But, for new tickets, it would make MUCH more sense for the disabled user to
[SD-83369, SD-81394] Missing scrollbars in Chrome on Changes
When viewing the Change list using Chrome Version 78.0.3904.108 (Official Build) (64-bit), there are no horizontal or vertical scroll bars in the window. Also the arrow or pgup/pgdown keys don't work to go line by line. Scrollbars DO appear in IE 11.476. Also DO appear in Request module in Chrome In SDP Version 10.5 Build 10513 on a windows machines. I've checked multiple users.
[SDF-77581] Change management - Mail notifications
Hi, How can i setup notifications for our Change manager when someone responds to a notification mail for a change request? As of now, the email gets added to "Conversations" in the change request, but our change manager doesn't know this, as there is no notification email sent to him.
Can't change site with rules
I am creating a incident template and I want to change the site field depending on which region is chosen in a region field. eg. If a region is set to "NCA" then the site should change to "New York" But the field rules do not seem to change this/ nor any custom script - eventhough the same setup works for other fields. Is it not possible to change the site field with rules? best regards Max
Removed user with assigned assets
We have AD sync on for our users list to get updated for SDP. When we remove a user in AD that had assets assigned to them in SDP we find that the asset has its assigned into removed also. We was hoping that there was a way to leave at least the department that it was assigned when the user gets removed from SDP with AD sync? Any help would be great, thanks!
Knoweldge management
Hi All, first time poster. I am looking to try and use service desk plus as a repository for knowledge documents for technicians. any idea how to do this or where to start?? thanks in advance for your help
Report- All ticket assigned at least once to a specific group
Hello, I need a report on ALL the tickets processed by a group, for example the "SUPPORT" group. I don't care in what state the tickets are now and to whom they are assigned now, I would like to see a report of all the tickets that at least once came into contact with the "SUPPORT" group. Even if now they could be assigned to another Group, another Technician, closed or any other possibility. thank you very much
scheduled report access under technician role
Hi Team, how can we provide the access to view the scheduled report to technician? which role to be assigned?? please note its only working under admin account. Product Name ManageEngine ServiceDesk Plus 10.0 License Type Registered Version Your Version : 10.0 Build 10013
"Show groups in RequestListview Filters" does not appear in the Self-Service Portal Settings
Dear Expert, After upgrading the system to the release 9336, it's found the option of "Show groups in RequestListview Filters" does not appear in the Self-Service Portal Settings (Refer to the screenshot of 'Production System'), which could be seen and set in the testing system (Refer to the screenshot of 'Testing System'). Please help to solve it. Production System Testing System Build number of our production system is 9336. And we're using PGSQL. Plus, kindly refer to the Support File as attached.
CMDB Associations List View
Hi there, As Admin I can view the CMDB list view below. I find it the most useful. Users with the EnableCMDB role and full Asset Add/Edit/Delete aren't able to see this view? Do they need any additional permissions? TIA, Dave
Task End Date: Estimated Effort
We noticed a behaviour difference (v11004) with a Task End Date when assigning Estimated Effort upon Create and on Edit. When creating a task with estimated effort, the system will save the start and end time correctly: on Save: but when you Edit the same task and adjust the Effort the Scheduled End date adjust to fit the Estimated Effort within a work day (ex: 9am - 5pm): If you then go and Edit the task again and adjust the Scheduled End Date, the Task saves correctly with the new hour set (ie:
Asset + Access Tracking
Hi there, I'm not very familiar with the asset module in SDP so if there is relevant documentation please let me know. We have SDP and Desktop Central. We're trying to build a view of a users assets and accesses. The common scenario is that a user leaves the business so we need to know did they have: Assets This is fine. These are recorded and associated through Desktop Central. Licenced software installed to those assets This is fine. These are recorded and associated through Desktop Central. Access
Send one request to two groups - BCC
Hi If an email comes into Service Desk, and it is sent via BCC to two different teams – How do I create a ticket for each team? In business rules I can only route it to one template or to one group. In other words an email comes in via a BCC to two different teams – I need a ticket created for both teams but don’t see a way to do that.
SDP mobile app and SSO Roadmap
Any plans to update the SSO capability for SDP mobile app?
[Webinar recording] How to implement CSI in your help desk - Part III - Improving service delivery
In case you missed the final part of our 3-part webinar series on how to implement continual service improvement in your help desk, here is the recording: If you want to listen to the first two parts, here are the links: Part 1 - https://www.youtube.com/watch?v=nyCXEpKmC5Q Part 2 - https://www.youtube.com/watch?v=fCgITGG3fpk&feature=youtu.be The reports and dashboards featured in the webinar were built using Analytics Plus, ManageEngine's AI-powered IT analytics solution. Click the button
Built in fields in custom reports
I'm looking for ways to improve our categorisation and reporting and ideally need Category Description, Subcategory Description and Template available in the Custom Report Wizard 'Available Columns' list. While I'm aware this can be done through query reports, this is not sufficient as it doesn't allow for custom reports to be generated using these fields in a flexible manner. I've done this in the past but it's not typically adopted by teams who use the product. From what I can tell, this could
SLA's - Can this be done?
If a request is assigned to an technician, then the technician should get the notification in the first escalation and then to a supervisor on the second escalation. If the request is unassigned, then the first escalation should come to the supervisor.
Servicedesk default search
Hi to all, we have upgraded some SDP installations to 11.0 (Build 11005) and we have detected that when we use search bar (with "Requests" -> "Default search") the application doesnt search into de description field (it seems that app only search in subject field) Is it this the expected behavior? Thanks in advance
[SDF-84106] Pending Approval Icon Update request
The ‘My Requests or Tasks’ filtered view is very helpful in being able to see what the approval status of the ticket associated to a task is. I think it could be improved by displaying the Stage that is currently pending approval in the pending approval icon area. Obviously we won’t know exactly which approval is on which stage, but for our environment, we will have a pretty good guess as to what’s pending if we know which stage is pending. This would help us to know approximately how long it will
The attach parameter specified an invalid value
Hello, After updating to version 10514, I cannot attach files in the Answer form. The attach parameter specified an invalid value. What could be the problem?
Task Formatting
Can a task retain formatting from the Task View? Feature Request Formatted as this: Displays as this: This causes items to get missed in a task that has multiple items within the task.
Add Pending Approval icon to Task View
From comment thread on topic ‘Approval Templates’ https://pitstop.manageengine.com/portal/community/topic/approval-templates-10-3-2016 As I said, the ‘My Requests or Tasks’ filtered view is very helpful in seeing the approval status of the ticket associated to a task, but there are scenarios where the task is in my group, but assigned to another technician, I’d like to be able to see the ticket approval status from the task view, when I’m reviewing tasks assigned to our group. When my coworker, who
Locked out
I have installed the servicedesk professional and since syncing our active directory I’m unable to login as an admin to administer the system can only login as a requester. I have tried our ad admin accounts and the built in servicedesk admin accounts without success. Any help would be appreciated
IT analytics in 90 seconds: Track the efficiency of your knowledge base
Understand how efficient your knowledge base articles and solutions are with the Solution Effectiveness report in Analytics Plus. If you're not already using Analytics Plus, download your free, 30-day trial today:
Maximum Description Size
What’s the maximum description size? How do images inserted into a description impact the description size? We have a couple of custom trigger that add to the description information related to the ticket. WE wonder if there's a point where we will run out of space. The SQL Server database field is a VARCHAR(MAX).
Service Desk Plus Reports - Help, I'm Lost!
I am hoping someone can help me figure this out. I need two reports, and have tried many of the built-in reports and making them via the custom reports. I can't seem to get close and was hoping someone could help? Report 1 Created and resolved tickets by month with data points on a line chart. Ticket count up the left, time along the bottom. Months shown as YYYY-MM. Report 2 Resolved tickets by month by technician. Data points on a line chart. Each technician is a line, ticket count up the left,
Non-IT Assets VS IT Assets on SDP
Hi, I am currently tagging some monitors at our company and I will be manually adding them onto SDP. I am unsure whether to tag them under IT Asset or Non-IT Asset. I know they are IT assets but if I use this section of SDP, it will take up a node which costs money. We only have 500 nodes so I need to be careful. If I use Monitors under the non-it asset section, then it doesn’t take up a node. I can’t scan monitors, so surely the non-it asset section will be ok? Is there a difference in IT assets
v3 APl Timeline question
Just a general question about if there is a timeline for the release of the rest of the v3 API as there are some things we are running into trying to automate Change requests and were hoping to get a ballpark on that. If there were any workarounds at automating the Planning stage of a Change like maybe through email command, that would also help us out.
Notification Rule "Email the group technicians when a Task is assigned to a group" always results in failed notification
With the "Email the group technicians when a Task is assigned to a group." notification rule enabled, when I create a task assigned only to a group, the sending of the notification always fails.
How to export full catagoes tree from SERVICE DESK PLUS
please can some one provide me with a query to export the full catagory tree structure Your Version : 10.5 Build 10513 Build Latest Version : 11.0 Build 11007 Thank you
[Blog] How Survey statistics help your business grow
When running a business, it's always good to know, How do we perform? and How the users value us? Our view and opinion as a product developer, marketers, investor, support executive or any organizational employee will certainly differ from the user's perspective. All we needed is to bridge the gap between the two communities. Most of the organizations fail at this point from knowing what users really need. There are plenty of failure stories that had affected the reputation of popular companies.
Error Upgrade SDP from version 10 to 10.5
I am currently experiencing an error during the upgrade from version 10 to 10.5. During the upgrade process I noticed the system tried to check postgresql but did not receive a response. resulting in an error upgrade process. Has anyone already had this problem please help me. I use MSSQL 2008 for database Thanks,
Script Master - 3: How to implement dynamic request approval through custom triggers with configurable CSV file.
Good morning folks! First, I'd like to wish all our users a happy thanksgiving on behalf of ManageEngine Pitstop. We all know that one size doesn't fit all. This is true even in the case of request approvals. Not every request must be imposed with the same approval mechanism. So this week, the Script Master's post is about having a dynamic request approval mechanism in place through custom triggers with configurable CSV file . In case you've missed the Script Master's post last week, head here.
Meraki switch or AP & network scan
Does anyone use Meraki switches or access points and been successful in using network scan to inventory them in Service Desk Assets? How did you do it?
Table Technician profile photo and status
The following is stored in Which table of ServieDesk database? 1- Status of technicians logged into the Servicedesk (Online/Offline) 2- Technicians profile photos
E-Mail Replies - Creating new tickets, not appending
Hi there, This is happening inconsistently so it's been difficult to investigate. Most user replies are being imported into the existing tickets. Some user e-mail replies are just creating new tickets. An example is below: Imported to Ticket 1260 RE: Ticket 1260 BI Publisher: Actual vs Priced and History Created 1528 RE: Ticket 1260 BI Publisher: Actual vs Priced and History We've had to merge this with the existing ticket 1260. I spoke to the user and they clicked Reply to an item in their sent
SDP Report for requesters marked for deletion
Hello to all, we need a report (SQL) to extract all requesters that SDP has marked for deletion (AD Sync with manual deletion). Could someone help us? Thanks in advance
Custom Action Triggers
Is there a limit to the number of custom triggers on ticket creation? We are using these and curious what to expect as we continue to grow our usage of service desk.
[SDF - 59417] Worklog tab is not visible for Requester
Hello Team, Request id work log details is not visible for requester's who raises the tickets to us. Can you please help me to visible the worklog tab for requesters. We are in 10012 build servicedesk pro plus with PGSQL database. Thanks Subrata Pradhan
Important: Expiry of IOS Push Notification Certificate
Dear User ServiceDesk Plus IOS push notification certificate will expire on December 12, 2019. To continue using the push notification service, upgrade to ServiceDesk Plus version 11007. Alternately, you can follow the steps: 1. Shut down your application. 2. Navigate to <SDP_home>\conf. 3. Paste the SDPProductionCertificate.p12 file downloaded from here. Also, delete the existing file. 4. Start the application. Regards Edwin Vasantha Kumar Servicedesk Plus Team
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