[DidYouKnow -13] Solution/KB with public access
In any IT organization, we need to find solutions for our day to day incidents/issues, at times we lookup for someone or some type of assistance, like asking our colleagues or raising a support ticket, the efficient method to get quick answers for our
ServiceDesk Plus 11.0 - Known issues
Dear User, The following list contains the issues identified in the ServiceDesk Plus 11.0 release. We are working hard to fix them as early as possible. Expect an update soon. During upgrade, 'Out of Memory' error occurs because only a maximum heap size of 100 MB is allocated to UpdMgr.bat. [Fixed and Released] Upon changing the default administrator or guest login name, header tabs disappear. [Fixed and Released in 11001] After the upgrade, if there are any old unsent feedback submitted through
Unable to perform SDP Backup
Trying to run the backup batch file on SDP version 10 and getting the following repeats Oct 01, 2019 1:38:36 PM com.adventnet.db.adapter.DBInitializer$ProcessWriter run INFO: waiting for server to start....PANIC: could not open control file "global/pg_control": Permission denied localhost:65432 - no response Oct 01, 2019 1:38:38 PM com.adventnet.db.adapter.postgres.DefaultPostgresDBInitializer isPgReady INFO: pg_isready returning status :: 2 Oct 01, 2019 1:38:38 PM com.adventnet.db.adapter.postgres.DefaultPostgresDBInitializer
ServiceDesk Plus & Jira
Hi ALL! Where i can find demo about integration between ServiceDesk Plus & Jira ? What are the benefits of this integration?
Query Reports
Hello, I need a Query Report from all the Requester and Technicians. Also another query report to get the list from all the requester and technicians that the accounts don't sync from Active Directory. Thanks
Assignment to approver from the E-mail Id (s) To Notify field
How, through Custom Triggers, to appoint an approving employee from the field E-mail Id (s) To Notify.
Custom Requests view filter to search for Radio and Check box
Hi everyone, I created customer Radio box field with 2 Values in the form, but I can't seem to find how to create a filter view to detect the Radio box selection. When I create the Request Filter View for that custom field, I was present with a blank entry box. So what should enter to detect which Radio box (or check box) is/are selected. Thanks!
issue updating from 10.0 Build 10004 to 10.5 Build 10513 - the file that you have specified is not compatible
Your Version 10.0 Build 10004 Latest Version: 10.5 Build 10513 Was previously at version 9400.1.0.0 and updated to version 10000.0.4.0 - using ManageEngine_ServiceDesk_Plus_10_0_0_SP-1_0_0_Windows.ppm Now attempting to apply ManageEngine_ServiceDesk_Plus_10_5_0_SP-0_13_0.ppm and the message "the file that you have specified is not compatible". In the output of the batch file console window is INVALID NODE:customPatchValidator INVALID NODE:autoCloseDelay Suggestions?
Creating an appeal with a different status.
Is it possible to create calls with a status other than open. For example, he added a new status - assigned, it is necessary that when creating a new appeal, it was created with this status - assigned.
Scan virtual machine
Hello everybody, Under Assets- IT Assets-Workstation i see several assets which are virtual machines (HyperV or VmVare) runing on Windows 10. I would like to put those assets under Assets-Virtual Host and VMs as I think that is the place where they belong. It also should put them automatically in that place after new assets are scanned. Can someone tell me how this work? Thank you
Category Usage Report
Hello, I found the below query on the forum but I can't find it again and I have a question about whether there is a limit to what it will show? SELECT cd.CATEGORYNAME "Category",scd.NAME "Subcategory",icd.NAME "Item", count(wo.WORKORDERID) "Request Count" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN CategoryDefinition cd ON wos.CATEGORYID=cd.CATEGORYID LEFT JOIN SubCategoryDefinition scd ON wos.SUBCATEGORYID=scd.SUBCATEGORYID LEFT JOIN ItemDefinition
Searching requesters by Login Name
I'm making a custom interface screen and want my technicians to be able to search requesters directly by Login Name. SearchRequester.do?fromModule=WorkOrder&startsWith=X is fast, but only seems to search on names. SearchN.do?fromModule=WorkOrder&searchText=X can find Login Name, but is much slower since it's searching all fields, I assume. Is there any parameter for either of those functions to do the search I need? Thanks!
Reminder for outstanding approvals
I was wondering if there is a way to configure reminder notifications to be sent to approvers who have not acted on an approval within a certain amount of time. I do know that on the ServiceDesk home page the number of pending approvals appears, but most of our approvers will not be users that will be signed in to ServiceDesk on a regular basis.
Field and Form Rules - what Execution Order
Hi everyone, I have several rules in each section. (on form load, change, submission.. I read the web documentation from ME.. https://help.servicedeskplus.com/configurations/helpdesk/field-form-rules.html and example. What is order of execution in each section. Which rule get executed first, and what happen if two rule try to change the same field?
Architecture performance and scalability
The service desk system is filled with new features, but the architecture of the solution stands still, for example: 1. There is no Fail over services, the implementation of FOS is a warm reserve. This add-on works only on MS windows and does not Fail over. 2. Scalability - there is no possibility of horizontal scaling, for example, several application servers on different servers work simultaneously as a whole (for example, Apache Tomcat cluster), this would also solve the problem of fault tolerance.
End User Desk Portal
Hi all. I am new to the Service Desk platform and thought I would pose the questions here. I have been trying to find the association of the service categories within the "Create an Issue" and "Request a Service" on the web portal. Is there a way to separate out the service categories etc..from these 2 aspects? It seems to me that currently, in either "create an issue" or "request a service", the same information is presented. I feel this could confuse my end users via terminology. I like the idea
OpenLDAP login problems when adding additional fields in table sdldapfieldmap
I added all users from our LDAP-Instance in ServiceDesk Plus in the Admin/Benutzer/LDAP-Section. Unfortunately the name in LDAP is only the login number but I wanted to have first, last and full name available for all requesters. Thereforte I followed the instructions: https://pitstop.manageengine.com/portal/community/topic/how-to-configure-extra-ldap-field-map After I added following columns to the sdldapfieldmap-table in the database INSERT INTO sdldapfieldmap VALUES (7, NULL, 'FullName', 'cn',
Caída total del sistema de Tickets
Buenos días Reporto inconvenientes con el Software Service Desk el cual actualmente se encuentra montado en un servidor. Hace aproximadamente se cayó el Servicio y no quiere arrancar, solicitamos de su apoyo para solucionar el inconveniente el cual no deja acceder al servicio y dar atención a los usuarios
default postgres password for servicedesk 10.5
Hi there, since I upgraded to 10.5 I can't connect to postgres using default user&pass postgres/postgres. What is the current password?
error upgrade from 10.511 to 10.513 - javasql.SQLException: Invalid column name TEMPLATE_META_HANDLER.
this error pops up as soon as i try to load the patch into updatemanager. javasql.SQLException: Invalid column name TEMPLATE_META_HANDLER.
Enterprise Service Management - SDP On-Premise
Does anyone know when the Enterprise service management feature will be available in the On-Premise version of ServiceDesk Plus? I was told in the beginning of 2018 and I see the framework enhancement has been released. I figure this feature goes with that enhancement.
Filter Email Ids to Notify
Is it possible through a script to filter addresses shown in the Directory to a certain domain? We would like the ability to allow users to add a cc'd address in some request forms. The challenge is the directory is quite large and contains many domain addresses (gmail, hotmail, etc..). So to avoid having information shared to the incorrect address or worse, outside of the organization, is there a way to filter this directory?
[SD-82665] Field and Form Rules Tab - Shrink/Remove Action Column
Some of my templates are pretty big. One template I've created is a merger of 8 old forms that we used to use. It has many many Field and Form Rules on it. With the form being so big, and the rules being so numerous it's starting to become a hassle to find the correct rule when making edits to the form. One rule can take up multiple page lengths (when scrolling) due to it showing the Actions that particular rule is taking. My request is that we have the option to hide that Action column. Most everything
[Upcoming webinar] How to implement continual service improvement in your help desk
Implementing continual service improvement in your help doesn't have to be difficult. Join us for our three-part webinar series to discover how easy it is to implement continual service improvement (CSI) in your organization, starting with these specific areas: Part I - Decreasing request resolution times Learn how to visually compare past request resolution times with current resolution times; use analytics to identify and rectify key factors that drag down resolution times. Date: October 17, 2019
Creating a Pick List of Users
I'm interested in creating an incident - additional field which will be populated with a list of ServiceDesk users. I'm hoping to use this to allow users to select those users higher than them in the chain of command for use with approvals. I have never really messed much with scripting in ServiceDesk, so I'm not sure if this is something that will be simple to do.
[ForYourInformation -13] Multilingual translations made too easy
Hello folks, Language is the medium to get travel your words to reach people in different regions. It becomes irksome when you want to set up your business in another country, region, where languages are different than yours and you are not familiar with it. Now, it is not less than a herculean task. With ServiceDesk Plus, you can now translate the user interface texts and personalize the application as per your requirement. You can choose to rename modules or any UI phrases used across the application.
Scheduled Requester Import from CSV with requesters additional fields
Hello guys. I want to import a CSV file contains all requesters everyday and I have tried to read and execute all tips from this two discussions: https://pitstop.manageengine.com/portal/community/topic/scheduled-import https://pitstop.manageengine.com/portal/community/topic/automatically-import-requester-csv-file-in-sdp All works well but I can't import users additional fields specified on "User - Additional fields" --> "Requester additional fields": How I can declare the additional fields in scheduledCSVUserImportMapping.xml?
Picture on the service pack link
Good Afternoon, I am just informing you that the picture is incorrect on your website and makes you seem like you're living in the future.
Need to give ability to set Due by Date to the requester
Hi, we have Servicedesk Plus integrated with email. a requester can open a new request by sending an email to specific mailbox. is there a way we can fatch a date from email and set that date as due by date.
[SDF-29571]Surveys
Hello, I have 2 questions about the survey module: - is it possible to include the survey in the "close request" form ? I want to avoid the user to get 2 email when a request is solved (currently: one for closing the request + one for the survey) - In
Parsing mails
Dears, I've problem in parsing only one command, but its importance is very high. The command is: @@REQUESTTEMPLATE=Printer Problem@@ I read this command should fill the fields with the defaults of the template name provided for XXX. However, I tried using it many times and it never worked out. Is there who can help with this important matter. See screen shots to view examples of my templates Best Regards, Kateba Attachments : Incident templates.png Service Requests templates.png
[SOLVED]Error with sending scheduled report to email [SD-80239]
Greetings, We have an issue with 10.5 Build 10506 + PostgreSQL. When I create a schedule report like this one: SELECT ti.FIRST_NAME "Technician",std.STATUSNAME "Request Status",count(wo.WORKORDERID) "Request Count" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID LEFT JOIN StatusDefinition std ON wos.STATUSID=std.STATUSID WHERE (wo.ISPARENT='1') AND wo.CREATEDTIME >= <from_thismonth>
How to populate user names in a request additional field.
I used this instruction, it works fine, thanks. https://pitstop.manageengine.com/portal/kb/articles/how-to-populate-user-names-in-request-additional-field\ There is a need to edit the request. 1. So that when choosing an employee, the field should be entered not with CI Name, but with E-mail. 2. Add to the field from the CMDB database only those employees who have filled in the E-mail field.
Widgets missing
Anyone know why there are no widgets in my copy of ServiceDesk Plus? I have done a complete reinstall of the software and still have nothing, before and after restoration of my data. Anyone have any ideas? Your Version : 10.5 Build 10513
Preventive maintenance task
Hi. I wonder if someone could help me to verify the next information about Preventive Maintenance Task function 1- I have a maintenance task that shall be executed each month for the rest of 2019 only. I wonder if the task can be restricted to be generated only in 2019 and not to repeat during 2020?. In other words I want to restrict a monthly preventive maintenance task but just for a single year. 2- Also for the same situation above, we want that the task that shall be no longer valid in 2020
Custom Report : Additional column to calculate days since TICKET has been created
Hi, My installation as below. ServiceDesk Plus Standard Build number: 10513 Db: PostgreSQL ver 10.5 I'm wondering if anyone can help to create a report with additional column to show number of days since the TICKET has been created. Thanks.
SPD v10510 Internal error
Hi Updated SDP v10500 to v10510 and now alot of users get Internal error message when they change stuff in requests. The problem is browser related, some users have problem in chrome/IE, for others it works. Some users has no problems at all. Browser cache is cleared. SDP v10510 SQL 2014 //Peter
Creating an additional field for selecting approvers
Good afternoon. We use the 10th version of SDP. The organization has more than 10,000 bidders. In certain situations, it is necessary to obtain approval of treatment. We tried to use the "select approvers" field, but this is inconvenient because, this field loads the entire list at once, loading the field takes more than 20 seconds. Is it possible to create an additional field, by the rules of fields and forms add to it all the initiators of the application and technical experts, and write a script
Deleted technician Scheduled report not visible on Owner's account who deleted the technician
Hello Team, One of my employee has left the org. i found few scheduled report were there in her account. so i have deleted the account from application. as per the application behavior if i have delete the technician all the scheduled report must move from exit employee account to mu account scheduled report. but here i am not able to see any scheduled report created by exit employee. please help me for deletion of scheduled reports created by exit employee. i can see the scheduled report using the
Question about feature on SDP roadmap
I was reading the SDP roadmap here: https://help.servicedeskplus.com/roadmap.html Under Planning > Requests > Related Workflow, there's this item: Creating dependent requests for service request through templates. Can someone please explain what exactly this feature is? Thanks!
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