How to extract the Service Catalog structure in reports
Hi, I am looking to extract the complete Service Catalog struction with its Category subcategory as we need to review the same
Alert if a ticket has not been edited in a set amount of time.
I was hoping there was a way or ServiceDesk Plus to either send an email or alert the Technician in some way if a ticket has not been updated after a certain amount of time? We have some tickets that sit in the system for a while as we are awaiting framework updates which can take weeks to come through, I want ServiceDesk to alert the Technician to update the ticket every 72 hours to that things don't get missed.
"My Assets" TAB
Hello, Is there a technical opportunity to provide the user with information about the assets that are assigned to him? It would be ideal if this information was on a separate tab "My assets". Something like the one in the screenshot
Notify new requester
Hello, After you have changed the requester can SDplus auto send a notification to the new requester ? //Daniel
Report export changes semicolons to commas
Hi, if I export a group memberchip report to excel or csv in the exported file the semicolon of the report field ar changed to commas. Which makes it impossible to process the data.
LDAPS - certificate
I can see in SDP that LDAPS is now supported, but when I go through the steps to enable it, I get the following warning message: "FAILURE: Domain Controller saved successfully, but error occurred while trying to connect to LDAP Server in secured mode. You need to import the LDAP server certificate for LDAP mode." Where in SDP can the LDAP server certificate be imported? I have searched the documentation, but can't find any info? So any pointer would be highly appreciated!
Email notification for reply in web interface
Small company. 4 people in IT. We currently have a helpdesk@ address that people email their requests to. That email address is a distro group that drops the request in the 4 mailboxes. It's ugly to make sure nothing gets missed. I'm using helpdesk2@ for the software with the reply-to address as helpdesk@ so when an email comes out from the software and the user replies it will end up in the 4 mailboxes as well as SD+ because i'll be adding helpdesk2@ to the distribution group. Scenario: User
[## 5707887 ##] License maxed out
Unable to add the new asset to in the portal. We have issue with adding new asset to the Asset manage engine portal. Please find the attached the screenshot for your reference and assist us to fix this issue asap. Tried to update the license renewal file but still issue persists
Requests - workflows
Is there a way that we can setup ServiceDesk, so for request for access to roles a approval request will be sent out to the appropriate person? We have multiple role approvers depending on the type of role.
Integration of Service Desk Plus Ticketing Tool with Qradar (SIEM Tool)
I want to integrate Service Desk Ticketing tool with Qradar. Can you help me by clarifying one of my doubt. Actually we are planning to send event data from Qradar as JSON event data format via forwarding destination option in Qradar, creating a channel over port 32004 (TCP). How will the service desk receive the request and can create the ticket accordingly. Please help me with this by explaining me the process of accepting the JSON format request over port 32004 at Service Desk end. Waiting for
Restricting "Change Approver" role to specific Technician
Hi, In the existing Change template we would like to restrict Technicians who can be assigned as "Change Approver". Pl let us know how to implement the same. Currently any person who has been assigned with technician access can be assigned as "Change Approver" Regards R Karthikeyan
SD+ Roadmap: Update?
With the 9.4 framework released, will we see an update to the roadmap soon? The new framework was communicated as enabling ME to roll-out enhancements quicker and with less effort, but the site still hasn't been updated since October: https://help.servicedeskplus.com/roadmap.html
skip tech when marked on leave for auto assign
We assumed when a tech marked themselves on leave that the auto assign would skip the tech for that day, it appears it does not or we are doing it wrong. Is there a way for techs just to put in their leave, NOT indicate a backup tech, and auto assign skip that tech? We woudl prefer to not have to remove them from round robin every day they leave and add them back in after
[SOLVED] File robots.txt
Good day! I have version 11006, tell me how can I create a robots.txt file and put it on my portal?
[SD-83709] manageengine servicedesk adds 50 years when reopening application
Good day! I installed the latest version of manageengine servicedesk 11005. After this update, I got this kind of bug. The engineer in the application puts the status "Done / On confirmation", the initiator does not like the result and reopens the application, and as a result, her deadline is increased by 49 years: 07/22/2069 09:47. If you look at the magazine, then the date is correct, tell me What is the reason of this error and how to fix it?
[ SD-83189 ] v11002: SD-77786: Help text provided for request fields will be displayed upon hovering over the field.
Running v11003 and notice that the Description field no longer shows the Help Text on hover. Is this field excluded from the Request Fields? This worked before which allowed us to provide some context for the main body of forms. Note: It does show the blue exclamation icon with the correct Help text when using the form builder.
[DidYouKnow - 29] Global Field and Form Rules
We had enhanced the Field and Form Rules as Global FaFR in 11005 builds of Service Desk Plus. Now it is much easier to maintain Field and Form Rules. Benefits of global FaFR: No more duplicating form rules on multiple templates. You can configure a separate set of global rules on Incident and Service templates. You can either convert existing FaFR to global rule or new global rule can be created. You can associate particular FaFR to be a global rule, which can be applied on "All templates" or
IT analytics in 90 seconds: Three ways to keep your end users happy
Identify various ways to boost end user satisfaction using Analytics Plus reports. If you're not already using Analytics Plus, download your free, 30-day trial today.
Submit change to specific Scheduled CAB
Hi there, Can there be some functionality built so that there is a CAB schedule / calendar so that when changes are technically approved ready for CAB, there is a choice for which CAB it gets presented in? Example #1 - Submit to specific CAB A change has an implementation date of 01/12/2019. A change is technically approved on 01/10/2019. The change gets submitted to CAB on 05/10/2019 or stays in Awaiting CAB Approval for over a month. It's probably too early to be submitted to a CAB in October.
[SDF-68122,SDF-78056,SDF-82456] Request for Chat features, especially the ability to create a request at chat initiation
Hi folks, I love the constant improvements to SDP. The product has come such a long way. I'd love some additional functionality to the chat feature. I do realize that you are adding support for third-party chat systems, but we love having everything in one place inside of SDP. Here are my ideas: Raise Request when Chat is Initiated If someone requires our assistance, we raise a request. One of the strengths of SDP is that when the requester is populated in a request, one has a complete view of the
[DidYouKnow - 28] Technician's unavailability
Hello folks, Have you ever wondered why does this Asterisk mark appears near the technician's name and what does it indicate? As you may know, technicians can mark their leaves in the scheduler and choose an action for the upcoming requests (as in the below screenshot). When technician auto-assign is enabled, the application skips the technician who is
So has manage engine's support taken a vacation?
I have 2 tickets i opened a week ago and neither got a first response or any sort of acknowledgement. #5733321 #5733299 I even opened a ticket saying I'm not getting help and they just added that to one of the tickets... this is piss poor on Manage Engine's side.
LDAPS Import
Is it possible to import from an LDAP SSL connection?
error Installing ServiceDesk Plus as a Linux Service on Debian
Hi Team, I have followed your procedure (https://help.servicedeskplus.com/introduction/installation-linux.html$method3) and this procedure (https://www.youtube.com/watch?v=7I1kdF-XYfU) but I have the error above at the launch of the service : blvtech@FR-SDM01-KNT:/etc/init.d$ sudo /etc/init.d/servicedesk start /etc/init.d/servicedesk: 47: /etc/init.d/servicedesk: Syntax error: word unexpected (expecting "in") Os Version : Debian GNU/Linux 9.11 (stretch) have you ever encountered this kind of
Technicians report
Hello, After upgrading to 11006, we are unable to run the following query report; SELECT AaaUser.FIRST_NAME "Technician", MAX(AaaLogin.NAME) "LoginName", MAX(AaaContactInfo.EMAILID) "Email", MAX(AaaAccSession.USER_HOST) "IP Address", longtodate(MAX(AaaAccSession.OPENTIME)) "Logged In Time" , longtodate(MAX(AaaAccSession.CLOSETIME)) "Logged Out Time" FROM AaaUser INNER JOIN SDUser ON AaaUser.USER_ID=SDUser.USERID INNER JOIN HelpDeskCrew ON SDUser.USERID=HelpDeskCrew.TECHNICIANID LEFT JOIN AaaLogin
[ForYourInformation -30] Auto assign requests based on technician status
Hello folks, With build 10503, we released an enhancement for technician auto-assign feature to assign requests to only the technicians who are currently online. A technician can mark himself offline on his personalize icon. A technician who logs out from the application or marks himself offline will be considered as offline technicians and requests will not
Mandate the fields in Problem module
Hello, Is it possible to mandate the field for problem module while raising the problem requests? Regards, Karthikeyan R
Auto response email
HI, Has anyone created and auto response email for SLA-First Response to be generated when a technician has opened their Request/Incident ticket? We would like to have this occur so we can generate an email and also generate history that the ticket has been opened without having technician put in a note or send requestor an email. Thanks for any ideas or help. Maybe I am missing something simple. Gayla
How you I see who has modified a person record
Someone has changed a person to VIP. Is there a way I can find out who has done these changes on ME SD Plus 10.5 Build 10513
Report for elapsed time / time spent on a ticket
We would like to know the elapsed time an Request was in the hands of a technician, excluding “On hold” and “Awaiting feed-back from the user”. Is there a query that could give us such data? Thanks! Tom
Field and form rules
Hello, I just want to say from my point of view, the field and form rules new global management is wonderful. it does simplify management of rules for templates and really does make this a lot easier to work with. congrats guy's Martin Leblanc
Update Non-IT Asset by API
Hello to all, are there any way to update a Non-IT Asset using the SDP API? is it possible update using serial number? Could you give me some examples? Thanks in advance
Re-assign technicians for the new request
HI All, I have some issues on re-assigning the technicians for a new request. when I found that the technicians was assigned wrongly in the nrw request, i want to change the technicians manually, but it seems not worked as the field was disabled. is there any methods to re-assign the technicians on a new request?
deleted users
Hi, one account is accidentally deleted by one of my service administrator (servicedesk Plus). I need to have the Account again as the requester in the system. I tried to sync it with AD, but the Account is already exist and SDP overwrites the information. The account cannot be recovered from the deleted accounts section. Please advise.
Custom ticket fields and the API
We use some custom fields such as "team" in our tickets, but when I use the "Get Requests" endpoint of the REST API, I can only get data from the default fields (workorderid, subject, requester, createdby, createdtime, duebytime, technician, priority, status, isoverdue). Is there a way to add additional custom fields into the API response? Further, can custom fields be edited through the REST API?
Is it possible to generate Request Subject based on Request ID
I would like to generate the Request subject based on a sequence number e.g. the Request ID for new requests that are not copies of an existing request. Is this possible .. how would I set this up in the template ?
Migrate failed from 10514 to 11000
Hello, What could be the problem?
Follow request
How can I follow request? I need to now when it's resolved and be notificated by email.
[Blog] Are you facing low disk issues on ServiceDesk Plus server ?
In any IT organization running business applications contribute constant data growth on the application installed drive. Data management is much essential on a longer run, to avoid low disk space issues. In the case of ServiceDesk Plus, It primarily deals with ticket management. The tickets can carry data such as inline images, file attachments, conversation, etc. ServiceDesk stores theses data in 2 different places, in the Installation directory, and the Database. It's not always that data need
change names of a lot issues
Hello team! I need to change the name of each issue. I have a lot issues with incorrect name. Can I execute a sentence to do it? Thanks in advance
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