Move Configuration Item trough levels tree
Hi, We have a customer configuring a CI trough levels tree, he introduce "PC" below "Cascos" "Cascos" now is the parent CI of "PC" Now, customer make a mistake and need to move "PC" to parent tree but this option does not exist. "PC" can't be in level 1 of levels tree again. Do you have a solution about this problem?. Regards,
Roles - need another layer to view tickets
We'd like to propose another layer of tickets views for Roles/Permissions. Right now there's All (everything), Site based, Group based, and ticket based. We'd like to be able to provide a lens for some technicians to view tickets across some, but not all, groups. We know this can be accomplished via adding a Technician to said group(s) but this also then lists them as available technicians within the group. Also, by adding everyone to all groups it reduces the purpose and value of team separation
User Satisfaction
Hi Team, we are facing some issue in user satisfaction. User 5 star rating on user satisfaction but star rating return to default or 1 star even user has changed several times. Kindly assists on this matter. Thanks
Technician cannot close ticket
Hi Team, we are facing several tickets that have difficulties to close or resolved the ticket. The support group cannot close the ticket as usual. I have attached the screenshot regarding this issue. Kindly assist us on this matter.
Task in to Request Field
Hello Everyone, I have been able to show parent request field info in child tasks. What I am looking for now is to also be able to updates request fields based on task entries. For example, we have a New Hire workflow that involves multiple tasks. Information is entered in to the task such as an assigned phone number. Ideally that phone number would update/populate an "Assigned Phone#" field in the parent request. Does anyone know if this is even possible?
Multiple requesters created from one AD account
Hello, currently i have SDP 10 synced with my AD on premises. also we have Office 365 email service attached to the organization and uses the on premises AD to sync as well. For this to work, In the AD, we have configured for every user the login option as: - login: user - login: user@o365email.com well, back in the SDP, i just found that users can login via "user" and via "user@o365email.com" just if the AD password is correct. This creates duplication in the requester and obviously every account
Share dashboard with not techs
Hi there are any way to share the dashboard with a user that is not techs. Right now my director want to have access to the stats and he does not have a tech user. Or any way to share a online report? Jacir
Feature request: Group chat multiple technicians
Good morning, I like the new technician chat :-). It would be even better if it was possible to create a group chat with multiple technicians. Is it possible to create this? Best regards, Jeroen
SD API slowdown
Hi all, for a number of months now an installation of ServiceDesk I have been working on has been experiencing significant slowdown in the speed of ServiceDesk API calls. We are talking about every single call taking between 30 seconds and a minute, and this applies to different types of calls dealing with the Requests module. Any suggestions on what could be done to improve the situation, perhaps a section in the documentation or an article or an earlier forum post that deals with this? Thanks in
[SDF-78952] Hide "On Behalf of" in template
We recently enabled our On Behalf of Field as we'll be wanting to use it for a few new incident templates are are making for on boarding. But we have other templates we really don't want it on at all since it would only cause confusion for our requesters. Is there a way to hide this field in a template? I don't see it at all except when I preview the template as a requester.
Rebuilding Test Server
I am rebuilding a test server. It has been long time since I built this one. I am going to uninstall the existing version and go with the current version that is in our production which is 10.0 Build 10017. What steps should I follow? This so for test environment. Thanks
Moving DB from Test Server to Production SQL Server
I would like to move our SD database currently residing on a test server to SQL Server production server. Will this step take care of it or should I move the database within SQL and point it to the database from SD? Which is the best way to go about? Take a backup of servicedesk using backupdata.bat Stop the SD application. Run ChangeDBserver.bat from SDP-home/bin folder. Provide new MSSQL server details in the GUI & save the settings. Start and stop the SD application (this creates the MSSQL database)
[SOLVED]Technician Availability Chart
Hi, What permissions do i have to give other tecnician's to see other technician's availablity as at moment they can only see there own. Attached is what they have currently: Thanks Keith
Untitled attachment xxxx.dat
Hi guys. I have the problem with a ticket created by email. ServiceDesk sometime sends a notification by email with attachement named "Untitled attachment xxxx.dat" I don't know where the attachement come from? Somebody can help me to remove it when ServiceDesk create an emails?
Lost letter
Hello! We have had an error on April 8th, 2019. A requester has sent an e-mail to inbox used for create tickets in ServiceDesk. The e-mail has been received by the inbox, but no ticket has been created in SD. Could you please help us to solve the issue? Version: 9.3 9332 Sincerely yours, Dmitriy
Ticket Colours
I may be mistaken but at a recent SD+ workshop I am sure we were introduced to the ability to see tickets in a queue and individually highlight them different colours for easier administration but for the life of me I cannot find anything referencing that feature. Any advise or tips on getting something similar implemented would be greatly appreciated. Build 10.0 PGSQL
Technician Availability
Is there a feature or way that when a technician calls in sick and there is no backup technician that handles that persons tasks and we mark them on leave that the sla's associated with those tasks can be put on hold without having to go into every ticket for them or that gets assigned to them and putting them on hold..... some of these are maintenance tasks and not as big of a deal to worry about re-assigning but we still don't want sla violations out there.... some people really have no backup
User Interface (UI) customization
Gents, It seems you made ServiceDeskPlus for admins. Where is a nice interface for users (Self-Service Portal) ??? I can change Self-service Portal widgets position. And that is all. How can I modify [background] colors, fonts size, borders, titles, frames, etc (CSS) ? Just compare Dashboard page for admins and UI Self-Service Portal. There is two different worlds. UI is ugly, plain and poor. Thanks
.MDMP files
Hello users, Lately we have been receiving requests related to piling-up of .MDMP files in the directory ../ManageEngine/ServiceDesk/bin. We would like to inform you that these are dump files generated by operating system on the event of application crash. It contains data from the application's memory state at the time of crash. Reference: https://community.tableau.com/thread/251030 We would not require these .MDMP files and can safely be moved to a different location. Ensure ServiceDesk Plus gets
People who have upgraded to 10.5--is SDP crashing for you constantly?
We upgraded to SDP 10.5 about two weeks ago. The application crashes almost every other day. I contacted support and they had me uninstall the old SDP, then perform a clean install of SDP 10.5 using the 10.5 installer so we could start fresh. Ever since, SDP crashes every day or every other day. I contact support and they restart the services like 10 times then say the issue is resolved. THE ISSUE IS NOT RESOLVED. I'm curious how many other people are having similar issues to us. SDP is installed
Interface freezes for awhile when sending email notifications
Is anyone else experiencing delays when ServiceDesk triggers a notification event? For example when a ticket is updated and a notification is sent to a user ServiceDesk will hang for 20-30 seconds. This happens for all email notification events in ServiceDesk. I am able to telnet from the SD+ server to port 25 on our email server (same subnet) with no delays. Running SD+ version 9.0 Build 9039
Technician Training Dashboard - Logging records for coaching technicians
Is there a plan to have a feature wherein we can log coaching sessions with technicians within SDP? We have SMEs, Managers, Supervisors, Senior IT personnel who regular perform coaching sessions for new and existing technician for handling improvement on a specific record (i.e. Request, Problem, Change, etc.) Right now, the log recording is all over the place - some in spreadsheets, word docs, and other platforms. It would be easier if we can easily manage it within SDP.
Remove Mandatory Field Requirement on Incidents Created by Email
We just updated our SDP from 9414 to 10020. In the old version our ticket manager was able to assign unassigned tickets created by email to a technician or group. On the new version when they try to assign the ticket they get a screen saying mandatory fields cannot be empty. The ticket manager doesn't have time to fill out all of those fields before assigning it to a technician. That is part of the technician's job. As a work around for now I have turned off mandatory for those fields but they need
Local Authentication
Where do I find the local admin account for administering MEServicedesk? I adopted the program form a previous employee and am unsure how he configured it. Thanks Josh
Hide Asset entry field from Requester view of template
Can we hide this field from requester view? We still want ti retain in technician's view form incident/request template Ideally by default to all to avoid editing each single template of all. (We are OK to hide from all by default include technician's view.
VIP and service request approvals
Hi, Most of our service request templates require approvals (workflow) from $ReportingTo . What we don't want is our VIP's having to get approvals from the CEO. They have enough authority to request without approvals and I don't want to get fired by annoying the CEO. anyway to achieve VIP's not requiring approvals?
Is there any way of updating existing requestors as VIP's via an import
Hi team I have 25000 requestors. I would like to mark about 100 of them as VIP's. Is there a way of attaching the VIP flag via an import? As a side note, is there also a way of removing the VIP flag using a script? Regards Roger
Service Desk Plus REST API - '&' Character causes errors when used in category name
Hi everyone, I have been at this issue for a while and I am yet to find a solution. Our system is set up where one of the CATEGORY options is "Email & Phone". However, If I attempt to make a ADD or EDIT Request with that as the CATEGORY name I am given an error. I was using JSON as a format so I tried JSON specific escape characters which did not fix it. I also tried XML as a format and used "&" to replace "&" but I still received an error. Any help would be much appreciated.
Email Commands: Outlook Forms fields parsing to Servicedesk Request fields?
I see that Servicedesk plus supports Email Commands parses fields in content, sets the same at the request's fields, is there a way to submit these in form based in outlook and once this is fetched by servicedesk it creates requests with fields based off the form fields in the mail content?
Query to understand the first handling
Hello, I need to create a report that gives me the first move of a ticket. My need arises from understanding how tickets are assigned in my department. What I need is to understand who moved the ticket and what it did. In the history of the request there is all the trace but I don't know how to get it out in a report. Could you kindly help me with a query? I'd like to be able to make a report. thanks a lot
Prevent user from re-opening a ticket after x days
We have Allow requesters to reopen their own requests? set to YES because we want users to be able to re-open for a predetermined period of time, but not cases that are over a week or 2 old. We also have When the requester replies through E-mail / Portal to the closed requests. Perform the following: set to Reopen the same request within 7 days from closed time. Else, create as a new request. however, users can still go to the portal and re-open cases months or even a year old. How can we prevent
unable to upgrade to 10.5
I recently upgraded to 10.0 without issues. I took another backup but when I try to upgrade to 10.5 it always reverts. I am not using Postgresql but in the log I keep seeing Upgrading PostgreSQL Completed extracting 15% Completed [|] [-] Error occured while migrating postgres database. My database is MSSQL. is there a way to get it to ignore Postgresql. I have been using ManageEngine_ServiceDesk_Plus_10_0_0_SP-1_0_0_Linux.ppm when attempting to do the upgrade OS: Ubuntu
Migrate 9044 to 10501
Good afternoon! 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. 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
Discussion on Masterclass training: "Service request: Employee Onboarding simplified" Date : 14-05-19
Hello users, Feel free to post your questions for an interactive discussion in regards to the training topic- "Service request: Employee Onboarding simplified" which will be conducted on the following date : 14-05-19 ( we are locking down this post for time being and will be available for discussion on 14th ) Reference link : https://pitstop.manageengine.com/portal/community/topic/masterclass-%E2%80%93-servicedesk-plus-online-training-series-starts-may-14th
Update 10.5 - ERRORCODE:1009:KeyStore password in server.xml should be Encrypted form
Trying to update to 10.5 and get the following error during pre-check. ERRORCODE:1009:KeyStore password in server.xml should be Encrypted form Currently running 10.0 Build 10012. I'm using SSL with a pfx file.
Requester account created for typos and users that don't exist
We have the setting for allow dynamic user addition set to No. But, if you misspell a name or enter a name not in the requester list and submit the ticket, it creates a requester record for that user. User in the requester list.
Enabling "On Behalf Of User"
We were trying to enable the "On Behalf Of User" option by using the below query. update globalconfig set paramvalue='true' where parameter='ON_BEHALF_OF_USERFIELD'; We received the below message: Msg 208, Level 16, State 1, Line 1 Invalid object name 'globalconfig'. Any ideas?
Expand All on Conversation
Hi, We're working on the newish version (10007), and some feedback from my technicians is that it would be helpful to have an Expand/Collapse All button in the new Conversation section so that they don't have to click onto each Note to expand it and so can read through the history of the call quickly. What's the thoughts on that?
SDF-44024
Hi all, there is a news about SDF-44024? Thanks a lot, Davide
Beginner help with Powershell and RestMethod API calls
My main goal with this is to be able to add a new request (which I've already tested successfully) and then add a reply to it. So far I'm having trouble with the reply part. In digging through the API v3, it doesn't appear that there is a reply function (and I don't think that Update Request is the appropriate one unless I'm mistaken) built into v3, so I think I'll have to use V1. However I'm not quite sure how to. Here's the code I have, which I think is a mash of V1 and V3: $ApiKey = "My key goes
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