unable to start service desk
originally i had an issue where the import from active directory was not working. I found on the support site to edit file general-securityaccess and add null to the line after restarting the service desk it no longer worked. I put the file back to original settings and same issue i then thought by upgrading to the latest version might resolve the issue but i still have the same issue please could someone help? i have tried all the support ideas i can find on here and its not working. i have tried
[SOLVED] Update Failed - Service Pack Already Installed
I had an issue installing the v10 SP1 update. IT essentially killed my installation, I have rolled back and recovered my data, I am now trying to install the udate again and I am now getting the error "Service Pack is already installed" I am currently running 10021.
Hide Groups
Dears , How i can Hide specific Groups from a certain Template? thank you
Disallow Technician to Resolve Request Opened by himself
Dears , How We can Disallow The technician to resolve request He Open it , Your Help is highly appreciated. thank You
Inconsistent Table Design in SDP
Do you guys have plans on making a consistent UI for tables in SDP? It looks like there is no standard look and feel for all tables. Here are a sample set of screenshots from different modules and their table design: REQUEST MODULE: PROBLEM MODULE: PROJECT MODULE:
ServiceDesk Plus 10511 Released
Dear Users, SDP 10511 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Enhancements SDF-65927 : ServiceDesk Plus now supports SAML 2.0, which is an easier alternative to conventional sign-in methods already available for online services. Users will no longer have to provide passwords specific to each service they access. Configure SAML single sign-on from Admin >> Users >> SAML Single Sign-On. To learn more, click here.
Installing Manage Engine Service Desk in LAN
I have downloaded and installed Manage Engine service Desk plus in my computer. I want it to be accessible by all computers in domain. When I Configure an alias URL which will be exposed to the external world. it works in my Computer but It does not work in another computer within the same network. How should I go about it I want to integrate it with our intranet website. Here is the link: http://King-PC:8080
Remove Quick Actions
Hello, Any ideas on if it's possible to remove the quick actions menu, ideally for a requester - as the only option they have access to is their archived requests - but I know none of us use this menu so if the only option is to remove it entirely that's also fine. I doubt there's a tick box hidden anywhere but I assume (not knowing any CSS, webdev etc.) that this could somehow be removed? Though a tick box so it's removed in a 'correct' manner would be nice! Regards, Connor Taylor
IT analytics in 90 seconds: Spot areas that hamper technician performance
Identify where requests are piled up, and trace them back to the technicians responsible with various technician reports in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial:
[SDF - 81675] Incident Resource Questions
Hi again, I've seen this is a 'high demand' feature request from 8 years ago (SDF-36411)... It might be on the roadmap... It's unclear: (https://help.servicedeskplus.com/roadmap.html) Service Templates Map resources across templates. Configure a separate list view resource questions with Add/Edit/Delete options. In my incident templates I'm asking specific questions that are only useful for that type of issue. For example: 'Expected Commission' and 'Actual Commission' are both pieces of information
Report on time spent on worklogs across requests, problems, projects, changes
Hi, I want to create two matrix reports showing me how my team spend their time (the worklogs they create). First I would like to see the time categorized by "Category", no matter if it was a request, problem, change or project (I know projects doesn't have categories, which they should, but let's leave it blank in that case). Then I would like another report where the time is categorized by Problems, Changes, Incident requests, Service requests, and Projects. I would like the reports to only include
[SOLVED] Unable to assign backup technicians
Hello, Since updating to the latest build (10511) I am unable to assign backup technicians for periods of leave. The 'Save' operation (1) always gives the error "Failed to save the values" (2): Anybody else on this version having similar issues? Thanks, Martyn
FR: Disable New Requests or disable requesters.
There are times during the year we need to be able to fully close the helpdesk for different reasons. I would really like to be able to somehow disable new requests from being created or disable requesters from logging in. I would still need technicians to be able to login and utilize tasks etc... Thanks, Kevin
Update Service Desk to 10511 stuck at Applying DB Level Changes
Host details: Windows Server 2008 R2 SP1 up to date SQL Express 10.50.4000.0 Updating from 10508 I did the process as always and get stucked here I dont see any relevant activity on the system Any ideas?
Script for periodic notification to Requester
Hi, 1. I have a requirement to write a Script for, forwarding periodic-Automatic notification to requester, for a specific Type of incidents (Say P1 for example). 2. Notification to be forwarded in following scenarios: (a) At a specified time interval (b) Notification to be forwarded at every status change of the ticket. Can anyone pl help with the script meeting the requirement. Regards Karthikeyan
[DidYouKnow -5] Deleted requests can be restored
Hello folks, I'm back with a tip that would be a salvage to the users who are not aware of request trash feature. Imagine you had deleted a request but later realized that you needed to work on it. Do not worry, requests are not deleted irreversibly. They get to trash first and you can delete requests completely or recover them there. How does it work: From request list view, click on the custom views drop down to find the trash where all the deleted requests can be found. Deleted requests can simply
User management - Requests deleted by technicians
This report is to get the list of deleted requests in the application. This data can be retrieved from the system log viewer and request trash. System Log Viewer: SELECT err.message "System log message", err.errormodule "Module", err.suberrormodule "Sub Module", err.action "Action", err.type "Type", au.first_name "Performed by", longtodate(err.occurredtime) "Time of occurrence" FROM errorlog err LEFT JOIN aaauser au ON err.ownerid=au.user_id WHERE err.action
ServiceDesk Plus Professional - Custom categories are not included in reports and widgets
We recently expanded the list of categories to better represent the work we perform. The new categories and subcategories are not available in the reports wizard, only the original default categories are. What must be done to make the new active categories available to the reports wizard? Your Version: 10.5 Build 10511 Latest Version: 10.5 Build 10511 License Type: Registered Version Product Edition: Professional
Total Category & Sub category Excel report or Grid view output from application
Hello Support Team, Is there any way can we export the all categories and sub categories created in ME through power shell or sql Query to a csv or grid view output. We are using service desk plus 10012. please help me, Thanks Subrata Pradhan Mob- 9874562570
Request Print Preview Options
Is there a way to have all the print preview options appear unchecked? Instead of all checked off?
Reply to specific Notes/Conversations
We have some suggestions to improve tech/tech conversations with in a ticket: the ability to reply to a particular note or email conversation and begin a new thread the ability to collapse or expand all notes or email conversations ability to notify others with a note (use the same function as 'notify when a ticket is added' box/fields) embed pictures in a note attach a file within a note
Update Departments
Before setting departments for my requesters, they added requests. I then changed all the users in bulk (selected all Requesters and used "Assign to Department" under the Actions menu) to add them to departments. Their requests did not update. Is there a way to change these requests without editing each one, changing the requester once and then changing it back?
API search for requests after certain date/time
Hi all, I'm currently trying to get requests from SDP using the API so I can import them into another system. To do this I want to search for the latest requests. I tried multiple things, but all I can currently get is the last 100 items. However, what I would like to have is the requests that were added in the last 5 minutes. Can you please help me in finding out what I'm doing wrong? The current code that does work (python), but without searching for the last 5 minutes: import requests inputdata
[SOLVED] Email Commands - Additional Fields
Quick bit of context: Trying to save some time modifying the ticket after a specific SQL job is completed. Got so far in that after the job is run, it'll send an email and the form will fill out the Category, Impact etc. However when trying to modifying some additional fields, nothing. Snippet; @@GROUP=Application Support@@ @@CLIENTS=Hood Group@@ @@TICKET OWNER=App Support@@ So in this case, the group changes fine but Clients and Ticket Owner remain at the default option. Both are common fields,
Template usage report - PostgreSQL report
Hi, With regards this thread https://pitstop.manageengine.com/portal/community/topic/report-on-template-usage Would you be able to provide the same query for PostgreSQL please? @Database Name = PostgreSQL@ @Database Version = 10.5@ @Current Build = 10504@ @32 / 64 bit installation = 64@ Thanks, Stewart
[SDF-45480] How to manage Change Request View
Hi We are using Service desk plus and would like to know whether you can manage the views under the change request menu just like you can in the Requests menu. Request menu you have option to manage views and customize views. Change View menu you do not have this option: thankyou
Change Management multiple approvers
Right now it looks like only the Change Manager approves a change request and you can only set one Change Manager. We are looking for a way to have multiple people have to approve a change request in order for it to be implemented. Is there any was to do this? Thanks, Chris Trauner Network Analyst
Unable to generate the report,
Once I try to run any report link from reports section I am getting below error. Please suggest. Message : Dear user, Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com Error Trace : net.sf.jasperreports.engine.JRException: Errors were encountered when compiling report expressions class file: 1. Invalid escape sequence (valid ones are \b \t \n \f \r \" \' \\ ) value
[ForYourInformation -5]:New enhancement in Project module
Often Project management involves planning and organization of a company's resources to move a specific task or event towards completion. In most scenario's it has a defined beginning and end in time. Any organization will follow best practices, long discussions, automation, to ensure seamless workflow. Though situations end up with some human errors. We all loved to have the function to correct particular errors with minimum/no impact. In older builds of Service Desk Plus, we followed a controlled
[SDF-35328] Can requester save the ticket before submit
Hi, May i know is the requester able to save (as draft) before submit the ticket? Scenario: Requester already key in so much information and not able to submit due to some rules we already set in the form. Requester need to submit at the certain time (which is match the rules). Requester need to cancel the ticket and redo again. Hope to hear from u Thanks.
Migration problems and support requests closed.
Good morning, Since a few months ago, the updates of Service Desk Plus give many problems, finally we have to open case to solve it. We want to migrate the system to a new platform, as we have been on an old server for 8 years, which update after update may be causing these problems. When performing the migration and restoring the database, the application on the new platform fails to start. We open a ticket to get support and without getting an answer you close it again and again. Please, if
Purchase Request Report - All Inclusive
Good Afternoon! We would also like a report for Purchase Requests, but we will need it to be all inclusive. Our version is 10.5 and Build is 10511 and we use PGSQL (On Premise). Purchase Request # Priority Created By Status Created Date Subject Cost Center Description Training/Conf. Start Date Training/Conf End Date Travel Start Date Travel End Date Attendee(s) Location Benefit to be Gained for Attending Additional Comments Item Name Description Quantity Total Total Cost Approved by Approved By Date
can use ms sql xpress with free standard service desk version
I need to test if the standard version of service desk plus works with the ms sql xpress database or not and which versions of ms sql xpress are supported.
migration from one server to another Service Desk Plus Free
I have followed the procedure of migrating Service Desk Plus from one server to another but once completed Service Desk Fails to open up on the new server. Any help would be appreciated.
Using reports as input parameter on custom menus
Hi all, is it possible to use reports as input parameter for python scripts on custom menus, just like on custom schedules scripts? thanks.
Upgrading to 10500 fails (not gettimezone problem)
I have SD+ version 10017 running on ubuntu x64. In my first try in upgrading it i have had error which were resolved by solution presented in this topic: https://pitstop.manageengine.com/portal/community/topic/upgrading-postgresql-completed-extracting-15-completed-error-occured-while-migrating-postgres-database But i have faced with another error after that: ... Upgrading PostgreSQL from 9.2.4 to 10.5 Migrating data 16% Completed [/] Error occured while migrating postgres
How to include all request properties when making "all requests" v3 API call
{ "list_info": { "row_count": 20, "start_index": 1, "sort_field": "technician", "sort_order": "asc", "get_total_count": true, "search_fields": {}, "filter_by": { "name": "1501_MyView" } } } Ok, the above INPUT_DATA pulls all the open tickets for a custom view. But how do I include all properties of a ticket. Our documentation claims that a "fields_required": "[get_all]" should be returning all properties of a request.
Redirect to Dashboard after Technician logged in
Dear support, Is there any way to redirect Technician to dashboard page after loging to SDP ?. Thanks in advance
Autoclosing tickets based on specific senders/adresses (servicedesk)
Hi, The idea is to auto-close tickets based on a specific or multiple specific senders to avoid clutter. Almost like a spam filter, but seperated from exchange and handled internally in servicedesk. My skills in Python are not quite up to this task, so I was hoping someone might have done this already? Thanks for any and all help :-) Br/Ludvig
Feature Request: Worklog to Closure
We really like the new Request Closure wizard and would like to see this small change to the Workflog window. If the worklog is mandated and missed upon closure, the tech is guided to the Worklog tab. Once the worklog is added they then must Save and go back to the Status field to select Close. We'd like to see a new button added to say 'Save and Close' which will then start the closure process:
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