Configuration Management - department head
This report returns the complete list of Department and the department head configured in the application SELECT dept.deptid "Department ID",
dept.deptname "Department Name",
dept.phoneno "Phone No",
dept.fax "Fax",
sdorg.name "Site Name",
aa.first_name "Department Head",
dept.deptdesc "Department Description",
da.first_name "Approver" FROM departmentdefinition dept
LEFT JOIN sduser sd ON sd.userid=dept.deptheadid
LEFT JOIN aaauser aa ON aa.user_id=sd.userid
LEFT
Purge CMDB
Hi We use ServiceDesk Plus and have been using it for a number of years. The CMDB has been abandoned for some years now and contains a lot of legacy data. I would like to start to use the CMDB again but dealing with all the old data will be a little bit complicated. Does anyone know if it is possible to purge the CMDB to start from scratch? Thanks JB
SDP 10013 - Problem with restore db
Hi. I have the problem. I need to move servicedesk DB to another MS SQL server and the problme is when I'm trying to restore db steps 1. Back up your application. 2. Create a new database using /changeDBServer.bat. 3. Start and stop the application once. 4. Restore your application into the new database. But during resrtore whe windows disapire after few sec. And I can't back to old server error occured OPEN_MASTER_KEY_FAILED I can't find any log files. so I can't check error why i can't restore
Field clearing is a resource.
Hi there. If I add an asset connection to users (requester), then when he creates an order, the asset is automatically added to the appropriate field - the resource. Is it possible to create a rule so that when creating an application the field - resources are cleared?
Auto populate Asset Info
I'm building several templates within ServiceDesk/ServiceCatalog. These will center around our Employee's moving from one physical location to another or to another Department altogether. Is there a Field & Form Rule I can create that will auto-populate the Asset field with the users assets? We will be using the On-Behalf-Of field for these forms since the submitters will almost always be the same group of people. We're on build 10508 and in an MSSQL environment.
Migrating to sql failed login
Hello, I'm installing ServiceDesk Enterprise to a customer site. I try to migrate from postgres to SQL but when i testing it the connection failed with "login failed" error I tested the username password and it works, it is the same that i used to migrate desktop Central yesterday and it work (same SQL Istances, different DB name). I see that request a MasterKey password what is that?
Restrict a service category to specific group(s) of requesters
Is there a way to specify which groups of requester can see a specific service category? For example, I have a service category that is relevant only to the HR department. I selected the HR group from the Department list in the service category properties, but it is still visible to other users.
Unable to run reIndexData.bat
After migrating from Postgre to MSSQL database we've had issues with the search results. We've since upgraded to ServiceDesk Plus 10.5 Build 10504 running on Windows Server 2016. Our MSSQL database runs on a separate server. The following command has been run from an administrator elevated CMD window: I've gone to reindex the database with: C:\ManageEngine\ServiceDesk\bin\reIndexData.bat Allmodule but I get the following error: ******************************************************* * SEVERE : Server
[SD-78981] Search Not Working on SDP 10.5 Build 10500
I recently upgraded to Build 10500 and noticing search is not returning all results. I tried re-indexing using reIndexData.bat AllModule > 1.txt and it's not working. Here is the content of 1.txt file. Exception while checking server status.Connection refused: connect stopping DB Server >>>>> false I have setup up brand new server and it's also behaving the exactly same way. If anyone can point me to the right direction that would be great help. Thanks!
Views in Solutions
Hi there, did not find any info about this "issue" here. Just noticed that the counts on views in the solutions are all 0, even when someone viewed a solution. Seems to be since April 2018. Can someone explain this? Thanks Florian
[SD-80226] SECURITY Failure: https://Your_SDP_Server/workorder/RequesterDialog.jsp?woID=XXXXXX
Hello, A log-in user can grab all the requesters details registered on the portal either they are in the same dapartment or in other companies!!!!! using the url: https://Your_SDP_Server/workorder/RequesterDialog.jsp?woID=XXXXXX An iteration on the ID allow the user to collect VERY SENSITIVE data! We urge you to fix it asap. Regards, Vincent
( SD-72081 ) Survey issue
Hello, Have customized my survey in spanish language and trying to change "Attend Survey" to spanish but I am not able to do it. Could you please help me out?. Attached you can see my problem. Thanks in advance.
IT analytics in 90 seconds: Leveraging asset change history to prepare for audits
Monitor every aspect of asset changes to ensure compliance during audits using Analytics Plus reports. If you're not already using Analytics Plus, download your free 30-day trial today.
Views
How can we remove some of the default views in Service Desk? I have attached an image of the views i want to remove. We have created views for our technicians and don't want all these default views cluttering up the interface.
How to select CAB for change management based on Change template
I need a script to select CAB based on change template :) Regards.
Ticket Pop-up Message
Hi, For some of my software or hardware tickets i would like to have a pop-up message to the users that the software or hardware will require approval and require a business case. I saw something to this effect in a video, but it didn't go into any description of what needs to be done to get it to work. Is there an action script i can enter in the "on form load" event that will pop up a note for the user? Thanks.
API get value custom fields
I create custom fields on new request template in service desk this is dropdown list field as below image I want to integrate with service desk from my custom application but I face problem to get values for this custom field and assets field using API all API found it return values (category,subcategory,item, ...)
Integrate Service desk with Alexa
Need details regarding Integration of Service desk Plus with Alexa.
Is there a way to associate contract with incident/service request?
I wonder if there is there a way to associate contract with incident/service request, even if it is indirect?
Extracting Data from ServiceDesk Plus
We've got a very old install of ServiceDesk Plus which has now accumulated so many issues that we have decided a complete fresh start is best. Among the many issues we have are such things as - stuck at build 9400 (upgrade crashes), lots of DB errors, pulls in emails whether mail fetching is running or not. I'd like to be able to migrate some calls and solutions from the old system to the new, while there's an obvious import function there doesn't seem to be any corresponding export function. I suppose
(SDF-80682) Incident Templates - Requester fields vanish!
Hi there, I'm having trouble setting up templates. I want the requester to see ticket details under the same headings and layout as technicians but not actually set them. Using 'Mode' as an example... but it impacts all default and custom fields. The field is present in the technician and requester template. As soon as I un-tick 'Requester can set' the field removes itself from the requester template. If I set all the fields in the technician template (with this already un-ticked) and click 'Copy
Separate site question
Hi all, Just a newbie question for you. I have setup my ServiceDesk Plus (free account) and currently testing it out. At the moment we have a listener email address setup for it support and another for supporting a separate department only. Is there a way I can have these two separate? As in, I do not want the technician looking after the separate department seeing the tickets for the it support requests? Looking forward to your feedback. Regards, John
Questions about product
Hi, we are looking for new helpdesk system and I would like to know if ServiceDesk plus is able to: - tracking time spent on each ticket, - has e-mail integration (you could create ticket by sending email), - has SSO, - is there any API (link https://help.servicedeskplus.com/api/rest-api.html?MEapi doesnt work). Thanks in advance for your answers.
Sending Ticket reply from employee e-mail
(This message written from forums.manageengine.com, so from free site) Dear Support, We use Manage engine Servise desk plus free edition (5 technician). We have a scenario: The customer sent an email to our ticket system . And create ticket automatically. OK. When I want to reply to customer, our mail was sending from ticket mail adress. I want that, if I was assign this ticket for me, I want to sent this reply mail from my account from servise desk console. Or my teammate will sent reply (if
LDAP Import - How to check if other SDAdmin technicians already initiated an LDAP Import?
How to check if other SDAdmin technicians already initiated an LDAP Import? We regularly do LDAP import to import new users, and update existing users in SDP. What we want to know is if there are any information in the logs that we can check if there is a started/ongoing LDAP import initiated by other SDAdmin.
Want to make Incident - Add'l Field a Common Field
Hi, Want to make Incident - Add'l Field a Common Field so it can be selected in a Service Template as well. Since the field "End Date" was created early on (before sharing), I can now not make it a Common Field (already exists choose another name). In order to minimize the number of additional fields we need to manage, it would be helpful to associate these fields. Is there any way to do this? Cheryl Ankrom Jennmar Corporation
(solved - id : SD-78995) Is there a bug with Currently Viewing in 10.5
Hi, Is there a known issue with the Currently Viewing function showing the wrong data? We've found that since upgrading to 10.5, Currently Viewing seems to show people as looking at calls when they are not actually in the call. For example it is showing on one of my calls but nobody else is actually in the call. It also shows the same people across all the calls you have open in different browser tabs Anybody else experiencing this? 10.5 Build 10500 SQL
Team work solution
Hi, In helpdesk we need to report every activity of our technicians, the problem is when the ticket is created we very often working in two or three person to resolve it, but we can assing this ticket to only one technician, so later in reports only this one person is visible as active technician who worked with this ticket. I don't know how to resolve this issue, I tried divide ticket into tasks, and there is option "Owner" as Mark and Assing, so assigned various tasks to various technicians, but
Report Time Analysis
I need a report to extract the time analysis values for each ticket. I would need: N.Ticket Creation date Requester Technician Request Status and the values of the time Analysis Unassigned (How long the ticket was unassigned) Technician (first movement from open to XXXXX) Last thing. As filters I need to put this working time (if is possible) from Monday to Thursday from 8 to 12.30 and from 13.30 to 17 Friday from 8 to 13 these are the data of my Servicedesk Plus Version: 10.0 Build 10021 DB: PGSQL
Create a custom report
Hi. i have to create a custom report about workstations, but i don't know how can i create this report. can you help me? Thanks!
Enabling O365 Multi-Factor Authentication
Our organization is enabling Multi-Factor Authentication on all O365 accounts, this includes our ServiceDesk Plus Email account. How will Service Desk receive and send emails once Multi-Factor Authentication is enabled?
Asset Explorer API Pull
Trying to pull the data on a single workstation so I can see how the attributes are named (will need this to later import system info and application list). This is what I'm trying: https://x.x.x.x:8080/api/cmdb/ci/list/all?OPERATION_NAME=READ&TECHNICIAN_KEY=XXX I get back a 3001 error code. If I try to query a specific CI: https://X.X.X.X:8080/api/cmdb/ciId=19391?OPERATION_NAME=READ&TECHNICIAN_KEY=XXX I get back a 3003 error code.
REST API issue updating the ISVIPUSER field
I have no problem updating fields with the API, however I just ran into a issue recently where I would like to set the VIP User flag as true when making a ticket that belongs to a certain group. I make the request but the field stays as "No". Here is my code: OPERATION_NAME=ADD_REQUEST&format=xml TECHNICIAN_KEY:XXXXXXXXXXXX &INPUT_DATA= <Operation> <Details> <ISVIPISER>Yes</ISVIPUSER> </Details> </Operation>
SD Admin Role0- for individual Mangers
Dears. We have already decided to buy Manage Engine Pro Edition with 11 technicians, we have 3 dept. 1. IT-hardware, 2.IT-ERP and 3.Facilities, each dept have each Manager, we have assigned the"SD Admin" role for each manager, doing so each dept manager can see other dept's requests which we dont want, we need to restricted them and each manager should see the request belongs to his dept only, at the same he should have SD Admin role- full access to portal how can we resolve this?
An error occurred while migrating database (unable to upgrade to 10.5)
Hello! I'm trying to upgrade our SDP Standard (10.0 Build 10020) to 10.5 without success. Windows Server 2012 R2 x64, PGSQL, during the upgrade process I can arrive to PGSQL upgrade (9.2.4 to 10.5) but this stuck at 1%: Can anyone help me to solve this problem? Thanks. Giovanni.
Custom Trigger to change request status after approval
Hey Everyone, I've made a service request form with status (waiting for approval) when created. I want to change the status to (Open) if it's approved using custom trigger but don't know where to start. can anyone help showing how to do it with example script Regards
Change Notifications
I'm trying to find out why a change ticket notification contains an additional Change ID #. Here's the Subject line from the email sent to change stakeholders (change exiting the Deploy stage): Subject: #CH-1661#Change ID: ##CR-1661## has been successfully deployed Here's the subject setting under the 'Stage and Status' section: Stage (Deploy) --> Status (Completed) section: Change ID: ##CR-$ChangeID## has been successfully deployed Where is that first CH ID # coming from?
[Webinar recording] Save big with advanced analytics for ServiceDesk Plus asset management
Did you miss our webinar on how to save big using advanced analytics for ServiceDesk Plus asset management? No problem! Check out the recording here:
ae-scan.mac.sh
I'm currently working with the ae-scan.mac.sh script. I have a couple problems with it that are keeping it from working in my environment. I was hoping you'd have insight on changing these settings. I need the script to use the serial number as the computer name, not the host name. I need the script to pull the model_identifier, not just the model (eg. Macbookpro15,1 instead of Macbookpro) I've tried to adjust the settings in the script, but whenever I do, the server won't import the data. The xml
Use Ticket Categories to Trigger Incident Templates
Hi, I would like to suggest either an option within Incident Category creation/edit or within Ticket Template creation/edit to automatically trigger applying a ticket template to a ticket without overwriting non-blank existing fields when the category/subcategory is changed. See below for a hypothetical scenario for how this would be intended for use. If this already exists as a custom trigger, do you have an example script you could point me to I could use to achieve this? Hypothetical Scenario:
Next Page