Allow more conditions for custom trigger actions
ServiceDesk Plus custom trigger actions allow to be configured under several conditions as of v9.4 build 9406: It would be very useful to allow some more common events on Requests: When a Request is Deleted When a Request is Merged Thanks!
[Free webinar] Save big with advanced analytics for ServiceDesk Plus asset management
Hello folks! We are happy to bring you our next webinar on how to save big with advanced analytics for ServiceDesk Plus asset management. Date: July 25, 2019 Time: 2pm AEST | 10am GMT | 10am PDT Agenda Organizations divert a major share of their IT budgets towards purchasing hardware and software assets, so it's important that asset managers make the right purchase decisions, and ensure that assets, once purchased, are utilized to their fullest potential. During the webinar, we'll discuss all the
How Can I do, Change Area Send E-Mail or New Ticket
Hi everybody, We have a required setting, New service catalog template created for HR and add new area Label Name "VPN" on service catalog. Add values "Install" or "Uninstall" for listbox. if "Install" value selected how can i do new ticket open other service catalog and linked view or send e-mail.
Migrate 9044 to 10501
We have the service desk plus in version 9044. I thought about creating a parallel environment by cloning the server and data database, and in this environment will be updating the application packs (to 10501). Being all up-to-date and tested, just do the pointing to the production database. doubt: When we update the application, is the database also updated (structure and tables)? If so, this strategy would not work ... If it is not, could I simply install a new application and point to the database
How can I hide Solution topics from requesters
Hi, Currently end users via the portal, can see all Solution topics, even if the solutions are hidden from requesters. How do I make it so that requesters can only see solutions at the portal, if there are solutions available to them?
[SDF-61379] Trash bin for tasks
Our technicians would like to have an option to restore deleted tasks. While there is a trash bin for requests, it does not look like there is a trash bin for individual tasks. Can you please add this feature?
Postgress High CPU
Hi all, After an upgrade to 10.5 10501 the postgress process is using 100% of one CPU / Core ...so with 4 cores is sitting at 25% usage all the time ! Any ideas / thoughts ? Rob
New Features List from previous version to current
Hi, I have an idea to share to Technicians the new/added features of the current version from the v9.4 and should be posted as Announcement. Is there any list of new features ready on-hand which is purely related to ServiceDesk? I'm aware of this What's new in ServiceDesk Plus but hoping there is a summarise version of it. Cheers!
Cannot send multiline notes/conversations with API
I'm using a couple of scripts to automate a workflow we are using. The workflow is as follows : A user requests access to a certain system, He or she has to fill in 2 fields, 1 dropdown and 1 multiline. Both are custom fields. Upon submitting the request, SDP asks for an approval to the user's manager. Depending on getting an approval or not, SDP sends an email to the department that grants the access or sends a mail to the user that the approval is denied and in both cases it adds a note with the
Where are the logs while updating to 9400
Hello everyone, we're trying to update from 9326 to 10007 and got some issues. The update from 9326 to 9335 was without problems. But from 9335 to 9400 has some issues. Is stops with the error "backup failed", and we don't know why. Running the manual backup. Can you give me some hints where possible logs could be saved? We're running ServiceDesk Plus on a Windows 2008 R2 server. Thanks in advance!
Masterclass – Software asset management: One app for all the other apps - session 4 June 19th
Hi folks, We had hosted a webinar June 19th on Software asset management: One app for all the other apps using ServiceDesk Plus, the third session of our Masterclass series. We have talked about how you can use Service Desk Plus to: Scan for IT assets and get the required information Inventory and classify software Manage different types of licenses Decommission and reconcile licenses Get real-time information required for compliance audits Using examples, we have demonstrated how to get answers
Unable to enable Ldap authentication
I generated a certificate for both of our domain controllers using lincert. I added both of our domain controllers under the ldap tab using secure ldap over port 636. When I save both configurations it saves successfully. Issue # 1: I tried importing users, however, the import users message just spins endlessly, however, it does import some of our users, but not all. Issue # 2: When I try to enable ldap authentication I receive an error message: Could not enable LDAP Authentication. Ensure
A Change cannot be saved if one of the Implementers (Change role) has been removed as Technician/Requester
One of the roles in one of the Change Templates is Implementer. When setting up the template one chooses the Technicians who are allowed to perform the required action (it would be great to set this up as a group). When an employee leaves the organisation and the Technician license is taken from that person he/she is still in the Implementer role in the Change Template. That in itself is not a problem but what we encountered was that users are unable to save that Change Template, an error occurs:
Custom View based on current user and group
I want to create a custom request view that can be used by other technicians. I was wondering if there is a way to put Technician = sdp_user.USERNAME, instead of having to pick a tech. What I want to achieve is: Show all open ticket for the current technician plus show all unassigned tickets a specific group queue I found this ticket, but it's for the cloud version. On-prem doesn't do nested query and still doesn't have option to get current technician. https://pitstop.manageengine.com/portal/community/topic/custom-view-my-open-group-unassigned
Adding documents to a Change Template
Hi all, I was wanting to add an impact assessment document to the assess phase for every change. Is there a way to do this? Thanks in advance. Brett
Import Technicians from CSV, Active Directory or change multiple requesters to technicians
Hello there, I am new to SD Plus, and I need to create multiple technicians. I have an option for importing accounts from Active Directory or CSV but for requesters. I cannot find the same option for technicians. If there is no option for importing multiple technicians, how can I change multiple requesters into technicians? Is there an API I can use for that? Thanks, Alex.
Request type change to None when changing status on request
Hi I have problem with request type change to None when I respond to a request and changing status. I noticied this first on v10017, I have now upgrade to 10020 and with the same isue there. My production server runs v10017 and my test server runs v10020, I have the same errors on both.
(SD-78083)HTML Code Question
Hello, We have recently updated our ServiceDesk Plus to version 10.0 Build 10020. We have always used the ">" symbol in our resolutions text field, however since updating it is now showing the HTML code for ">" which is ">". is there anything we can do to revert this back to how it has always been? Many Thanks
[SD-79002] Credits in Procurement Cost (decimal) field
We have a common Decimal field in which we put purchase costs in our ticket templates, however if we try to implement a credit in that field using a negative value (ex. -99.55) it won't accept that as a legit value. In our example a telecom provider sent us an invoice with a credit that we need to 'bill' our business unit. So we'd need to indicate that as the credit. No big deal creating a new numerical field but i wanted to see how others might have worked around this type of scenario (if at all).
Date?
I have several date questions: 1. Can I set the date format to ISO standard of 2018-02-13 ? (yyyy-mm-dd with hyphens) 2. "Mark Unavailability" date does not seem to follow either of the two date formats set in "Personalize". Is that format adjustable? (I can't attach the screenshots)
Not able to change anything under Organization Detail
All fields reset back to default fillers when I clicked on "Save"
Requester access to Reports
Hi all, Is there a way to allow access to Reports module for specific Requesters? From what I have found already Reports access can only be configured for Technicians via Roles. Thank you for you help.
Masterclass – ManageEngine integrations: Unleash the power of 360-degree ITSM - 6th session 17th July
We're hosting a webinar 17th July on ManageEngine integrations: Unleash the power of 360-degree ITSM using ServiceDesk Plus, the 6th session of our Masterclass series. We'll be talking about how you can use ServiceDesk Plus to: Integrate with Desktop Central to deploy software, manage patches and profiles, and remotely connect to endpoints from within tickets Mobile Device Manager Plus to enroll devices, configure profiles, and track your company's mobile assets from within tickets OpManager
Masterclass – Change and project management: A pacer for your IT marathon - 5th session 2nd July
Hi folks, We're hosting a webinar July 2nd on Change and project management: A pacer for your IT marathon using ServiceDesk Plus, the 5th session of our Masterclass series. We'll be talking about how you can use ServiceDesk Plus to: Record all change details in one place Secure approval from all stakeholders (CAB) Plan for implementation, downtime, and contingencies Break down the implementation into projects Minimize disruptions with scheduled notifications Using examples, we'll demonstrate how
[Tips & Tricks] How to enable Print Preview for Pending and Approved approvals in tickets
In the current design of ServiceDesk Plus, we are yet to add the feature to enable approvals in print preview. "SDF-70062 Approvals to be part of request print preview" and as of now, we do not have the esteemed time for this feature. We request you to follow the workaround steps given below. Download the attachment, remove .txt from the file name, extract the zip file to a folder. Copy the "printpreview_withTasksApprovals.html" file to <SDPHome>/integration/resources folder. Configure a new custom
How to add login field to requester data
Hi, I have imported users from Active Directory into Servicedesk, every user have its own field "Login" imported from AD. How could I add this field to requester data in ticket view?
Error when upgrading from 9.4.9409 to 10000
Hello, When we try to apply the patch to do the upgrade, we get the following error: [root@localhost bin]# sh UpdateManager.sh -c Press i to Install v to View installed ServicePack versions e to Exit Choose an Option:i Enter the patch file to install:/opt/ManageEngine/ServiceDesk/bin/ManageEngine_ServiceDesk_Plus_9_4_0_SP-1_0_0.ppm Post upgrade all backup files (scheduled/manual) will be password-protected. For more info, go to https://help.servicedeskplus.com/general-features/back-up-servicedesk-plus.html$passwordbackup
bypass approval process for a management group
Hello, Is there a way to bypass the approval process (i.e. auto approve) a request based on a group membership? For example, a VIP requester does not need an approval so their request should be automatically approved. Perhaps through a business rule? Thanks
Software within incident
Hi - We currently have a large number of subcategories that list all the software we support, as can be imagined this list is becoming rather unruly and difficult to manage. Can anyone recommend a better way of achieving this without having a free text field that’s difficult to report on? I was thinking a FAFR that pulls from all identified pieces of software using the API but different versions and naming conventions may have the same problem we’ve already got. Thanks
Can't add Attachments to Task when opened from the Home Screen
Hello, When I attempt to add attachments to a task when I've opened the task from the home page, there's no option. Can you explain why this option isn't available? Thanks! Joanna
Service Request Resource Order
I had 2 resources in a service in the order i wanted. I needed to change one of the questions in one of the resources. I changed the question, and now the order of my resources has changed. Is this a known issue and why does it occur? How can I re-order the resource sections without deleting/and re-adding?
copying someone
Dears, Does anyone know how can I add someone as cc while requesting a ticket from servicedesk plus. Thank you.
[SDF-57723] Import requests to specific template
When you import requests and match fields to the headers of the XLS unless those fields are present within the default template the mapped fields do not get displayed. Is it possible to select the template you want the import to use?
Networks scan of a different VLAN brings in all IPs as unknown workstations
Good Morning. I have an instance of ServiceDesk Plus in my primary VLAN that does a network scan of the VLAN it's on and two others. These three VLANs are all on the same domain however. There are rules in the firewall that allow the other two to talk to domain controllers for DNS, AD, etc. These are scanning fine. At our other location there are two more VLANs each on their own domain with their own domain controllers etc. I'm trying to scan one of them and it brings back every IP address as
Update Asset User via API
I currently use a bunch of scripts to update asset fields via the API. However I can't seem to find any examples of updating an existing asset's assigned user. Could someone point me in the right direction? Thanks!
How to update a requester's password from api
I am able to create a requester via API with the xml below. But I havent been able to get the update requester working. We are primarily a linux shop w/ only ~150 users in AD the rest of our users are on different databases so we have written a web form that creates/ deletes /updates our users on AD / internal systems / etc from a central point. Currently I am able to create and delete a requester but not update. The documentation isnt very clear... was hoping someone else ran into this. Thanks,
Technicians out for Vacation still get Incident tickets
We had 2 technicians leave for vacation and they added their time to Service Desk. The problem is they still received incident tickets. Is there a way to make sure when our technicians are on vacation they don't receive any tickets?
No additional fields in default template edit mode
Hi, my problem is that there is no any additional fields when editing default request templates in technician view. I would add field like "Department" I attached screenshot.
Not Send Approved
Hi everybody i am need. we are using one template for service catalog and technican sending approved manuel if he forgets what can i do? is the posible pop up or ?
Version 10.5 (10504) Upgrade Problems
After upgrading to 10504, we are seeing a couple of incidents. (1) Search (search box from the request tab) does not work as expected. We can search for a specific ticket number, but text searches do not yield any results. Most of our requesters start with a number and if you enter the number it yields no records. The previous version would yield results with this type of search. (2) From the request grid, we often change the support group to the proper support group for unassigned tickets. It
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