ITIL 4 compliance - Is SDP and SDP MSP compliant with ITIL 4?
Is SDP and SDP MSP compliant with ITIL 4?
New Errors on Business Rule
Script Action : Executed from business rule id 1501. Result : Execution failed Comments : Premature termination - External Process is not Completed This is a custom integration to connect our On Prem version of SDP to Opsgenie. This was not giving errors before and we would like to know the source of the issue. I have attached the python scripts for connection to Opsgenie. postto - sends the JSON to Opsgenie. sdplus - sends the JSON from Opsgenie to SDP
Auto-approve change request when all CAB members recommend it not working
Hi, I've been doing some testing and with this feature, but it doesn't appear to be working. I have the option selected in the workflow. The selected CAB members get the messages from the system. But when all of the CAB members have recommended, we still have to approve the CR manually into the Implementation stage. Is there a stage status that needs to be set to get the functionality of the auto-approve to work? Thanks, Patrick Korman
Invoice ESM ( Financial Instance)
Finance staff want to create a facility similar to the purchase module but for sell module in ESM ( Financial Instance) 1- Ability to design invoice 2- Exporting invoice to PDF format 3- Send invoice to the Requester 4-use 1000 seperator (,) for display large numbers field Is it possible?
Solution Search is not displaying expected Solutions
Hi folks, I've submitted a support request, but I'd like to ask the community if you are getting similar results (or lack of results) when searching for solutions. We're really trying to push the use and adoption of our self-service portal. We're experiencing some issues for both technician and end-user searches, and we would like advice about how we could better create our solutions or, if it's not just us, bring to light some challenges that might be addressed with a technical solution. I'm going
Add Resource to PM and Incident Template
Heelo Is a way to add Resource to PM and Incident Template in Servicedesk plus?
[SOLVED] Upgrade to 10 error from 9.425
Hi all i try to upgrade from 9.4.2.5 to 10.0 and i have a popup with: "please start and stop the service desk service once before upgrading" I start the service and stopped, but i received the warning continuosly. Can i help me?
[DidYouKnow - 25] User Account Lock Feature
The user "Account Lock" feature prevents security breaches and protects user accounts from potential fraud or abuse. Security settings allow the Administrator to configure security-related options without looking for Technicians to help solve security issues. Administrator in Service Desk Plus can enable this feature at [Admin tab -> General settings -> Security settings ] "Configure account lockout threshold and duration" The admin can configure the settings in such a way that, if a user enters
How to Add/associate Purchase Order number in CI Details of already existing or new workstation asset?
Hi, I see there is Purchase Order number field in CI Details of an asset, for example a workstation asset. But I cannot find any way to edit or add a purchase number to it. Can anyone show me the steps? Thank you all... We're using the latest ME ServiceDesk Plus version 9.1 build 9111.
Adding more then 5 layers of approvals
Is there a way to add more then 5 levels of approvers? We have a few reqests that typically require a few addtional approvals then we are currently able to add.
Report users with the role of approver
I would like to know how I can generate a report where all users with the role of approver are visualized Version SD: 10510 DB: SQL Server
Manage Engine Service automatically stops: EOFException Error
Hi Manage Engine, Hope all is well. We would like to ask for your assistance in troubleshooting Error of our Manage Engine Service Desk Service as it automatically stops seconds after starting. If we're opening the path and file: \ServiceDesk\server\default\log\serverout0.txt, We're seing error: EOFException [04:19:29:881]|[11-08-2019]|[SYSERR]|[INFO]|[11]|: java.io.EOFException| [04:19:29:881]|[11-08-2019]|[SYSERR]|[INFO]|[11]|: at java.io.DataInputStream.readInt(Unknown Source)| [04:19:29:881]|[11-08-2019]|[SYSERR]|[INFO]|[11]|:
how to force stop sync SDP to Advanced Analytics
Hi, I integrated SDP to Advanced Analytics but I get 20 Million error log records in pendingUploadRecord table. I unchecked "Enbabled Advanced Analytics Menu" but already generate error log in pendingUploadRecords table. Also I remove all configuration, but it doesn't stop sync scheduling. I don't know reason of this problem. What should I do? SDP version: 10513 Advanced Analytics version: 4300 Database: MS SQL 2014 Thanks for helping
[SD-82943] IE11: Error message when running a report
Had a few users report this pop-up message when running a report. IE 11 MS SQL v11004 The report does run afterwards and users do not receive the message in other browsers.
What does WHERE (wo.ISPARENT='1') mean in a query?
I've seen this used a lot in queries provided to users: WHERE (wo.ISPARENT='1') It seems to eliminate deleted records from a query. Is that a proper use for that condition? Are there other things that field is used for? Thanks! Joanna
how to make technican mandatory and remove unassigned technician.
does anyone know how I can removed the unassigned technican option? I'm trying to prevent users from throwing tickets into unassigned.
Report show incidents by category by hour
For the purposes of tracking calls during a GO Live, we would like a report that could be generated to track tickets by the hour for specific subcategories. How would we set this up aside from a scheduled report, since the teams who would need it would vary?
Report request
Hi I need to create a report to show requests/incidents that have come in during certain times of the day. Any ideas on where to start? Dave
Importing a CSV results with errors of "null"
I am attempting to import a CSV of asserts into ServiceDesk Plus and it is not accepting any line of the file. All it says for an error is "null". Any help is greatly appriciated.
Error 1008
Hola, estoy queriendo actualizar mi ServiceDeskPlus Al aplicar este pack me da el siguiente error Tengo la version: Saben cuales el problema y tambien cual es la solucion? Muchas gracias Felipe
how to attach a file to a request with REST API v.3
Hello, can you provide an example of how to attach a file to a request with a given id with REST API v3? There is no documentation for that, just a tool in admin- api which uploads a file but doesn't say how to do it... I tried : input_data={ "attachment": {"request": {"id": "979"}, "name": "filename", "content_url": "correct url to some file with filename" } } result: {"response_status":{"messages":[{"status_code":"4001","type":"failed","message":"value for fields [name] [content_url] is incorrect"}],"status":"failed"}}
How to unselect all checkboxes in a resource
My new employee on-boarding form is complex. I have a summary box that contains checkboxes for a number of services. Simplified Example: [ ] Email [ ] Billing System [ ] Medical Records System ... If the user checks off one of the services in the summary box, I display a resource box specific to that service. If they uncheck the resource, then it hides the resource. For example, if someone selected Billing System they would now see a resource Billing Details [ ] Insurance Module [ ] Scheduling
Unable to View Tickets
Experiencing an issue where some users are unable to view tickets to regions/sites that are assigned to their profile. This doesn't happen to every person or every site. It is random. Any help with this issue is appreciated.
Login: "User does not have sufficient privilege."
After updating to build 9112, we some times see this error when logging in: "User does not have sufficient privilege." Even after rebooting the server, closing browsers & clearing caches, it still happens. It happens in both IE and Chrome. It happens to regular users and admin/technicians, alike. It happens when logging in to the main page as well as using links to specific solutions/requests. Ideas? Thanks
Problem with email after update
After update 11004 the email system has stopped working correctly. It turns itself off. I have updated to 11005, but it not fixing problem. I had started service email User:lmosina trying to update Email Setting after that i had two errors Error when processing mail: Error processing email with subjectOfMail : Notification: 1 and messageid : <db4a47fd-f9e0-4677-b781-296f4dc84122@EtrNotification>. SO STOPPING THE THREAD Info in email fetching: Server started at : Fri Nov 08 09:55:28 MSK 2019. Current
[ SOLVED ]Solutions Last Updated Changes When Solution is Viewed [SD-76330]
I have noticed that the Last Updated field in a solutions record changes by just viewing the solution. I have included a screen shot of this behavior. The history shows it was actually last updated in 2018, not today.
[SOLVED] AD import - will not import/overwrite existing users with no Login Name
Hello, Some months ago, I set up an AD import on a test installation of SDP. This was back on version 9 or 10. I had no real trouble and the import worked well. I have tried to set up the same AD import on our live system today, running version 11, but I have a problem. The import is only partially successful. It depends on the status of the "Login name" field from the User. All existing users have been created automatically by e-mail ticket import, or manually by technicians. In most cases it is
SDP ESM: Resize blocks in the ESM portal
Hello Support. We are currently using SDP ESM v11005. A question. How can we resize the blocks of the SDP instances within the ESM Portal? The "ESM Portal Customization" configuration preview appears as follows: But within the ESM Portal, shorter blocks appear: We need the blocks of the instances to appear more elongated (Resize sizes). Regards. Rafael Vega.
Associate More than (1) Change to a Problem
We would like the ability to link more than problem to a change Currently it looks like you can only link one and depending on the complexity of the problem, there are times more than one change is required to resolve it.
Incident - Additional Fields: Be able to edit "Help Text"
It would be ideal if you could add/edit the 'Help Text' from the 'Incident - Additional Fields' section of 'Incident Management.' When you're creating a new incident template and you go to add a new field, you're able to edit both the description and help text... and copy the description to the help text. But you are unable to even see the help text from their organized area - Incident - Additional Fields. It's puzzling and has caused some confusion amongst my coworkers.
Seperate Database between Department in ESM
Hi and good day, We are on planning to upgrade our current SDP to ESM. The concern is the database. We are using MS SQL. The problem is can the database separate between department. For example IT, Legal, and HR. For Legal and HR the data is confidential so that we need to separate this database in order to make sure the confidential of the data. Hope can hear from you soon. Thanks.
Mandate attachments while resolving request
Is there any possibility to mandate attachments when resolving a request?
Subquery Reports Not Working in 11002
Good afternoon, it appears that query reports that include subqueries no longer work in Build 11002. It throws an error message about the additional SELECT statement. This worked in previous builds. Here's an example: Please let me know if you need more info. Thanks!
[DidYouKnow -11] Simple method to distinguish between a Incident & Service ticket.
In any IT organization, we come across two types of tickets/requests "Incident" and "Service" requests. An IT incident is any disruption to an organization's IT services that affects anything from a single user or the entire business. In short, an incident
Daily report tickets
Hi! I'm using ManageEngine version 11.004 and I need to create some reports: A daily report with new issues createds,closed and remaining. A daily report by user/technician with opened tickets, solved, closed and remaining Weekly report with total created tickets, total closed, total remaining Monthly report with total created tickets, total closed, total remaining Same from point 4 but for department In both cases I only need a numbers. Are there some API or something else that can help me to
aging and range
in SDP i need a report to show aging and range group by ticket ID example Ticket ID Aging Range 1 1 1 Days 2 2 2-3 Days 3 5 >3 Days thx in advance
[ SOLVED ] Word Wrap Broken Request Description [ SD-81249 ]
Hi there, I'm not sure if this is known bug for this version or if other customers are experiencing this but in 10.5 Build 10510 we were having an issue with text in the request description not wrapping correctly. I've seen it impact on requests generated by the portal but I'm not sure if there are more instances of this happening. To fix, the CSS needed to be changed in: sdp-style-new-ext.css .atp-container .preAttach, .atp-container .size { display: inline-block; font-size: 13px; overflow:
Exception in thread "main" java.net.SocketException: Connection reset
Hello all, thank you for reply in advance we recently upgraded our ssl certificate to TLS supported version, ever since certificate changed in exchange server 2016 no we are reeving an error FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox I have tried POPs,IMPAS, also upgraded the manage engine to latest patch. tried EWS also but no luck . here is the screenshot. I have tried the telnet to exchange
Contracts Module Problem
a few contracts sent notification email twice every day(the reminder notification was set 90, 60, 30 days before), and I create two sample contracts in application 1.Contract Name: test Contract ID: test-0001 Active period: 2019.10.18-2019.10.22 Reminder Notification: 3 days and 1 day before(still don't receive any notification email for this contract) 2.Contract Name: test2 Contract ID: test-0002 Active period: 2019.10.21-2019.10.26 Reminder Notification: 3 days and 1 day before
Duplicating Servicedesk (and / or applying patches)
Hi everyone, I need some testing enviroment for applying patch from support. I have created new windows server with the same settings like original system and installed there SD+ the same way. After that I have removed the directory with SD+ and replaced it with the directory from original system. Util this everything is working fine. I have working copy of original SD+ in the testing enviroment. The question is: Is there anything that I need to take care of? Some setting or? When I try to apply
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