SSO on Chrome
I have SSO working on IE, it automatically log in users in the application, but when they try to do the same in chrome a popup appears to enter credentials. How this can be fixed?
How to modify existing widgets?
Hello, I need to make the Home page more useful to my techs by changing or creating a new widget to show their tasks/requests. For example: My Tasks, seems to only show tasks that are assigned to the technician, but i want to modify this so it will also show tasks assigned to any of their groups. My summary, I would like to modify this so it shows Active Requests assigned to the technician or their groups. My approvals, this does not seem to show approvals for Solution articles. Is there a way
Shopping cart in Self Service portal?
Hi, When will a shopping cart be implemented in SDPlus Self service portal? Like i.e. ServiceNow self service portal. The current portal is very static. See attached picture.
Mobile App & Security with ServiceDesk Plus On-prem
We've recently implemented Service Desk Plus, and from what I can tell, multi factor authentication is not supported. We have a strict rule in our organization that services can not be made publicly accessible without either MFA or the requirement of mobile device registration (intune) to access the reource. I can get the mobile app to work via Azure application proxy with passthrough authentication, but without MFA this is not an option. Using Azure proxy for pre-auththentication works for browser,
create a report that selects any (random) 10 opened requests
Good afternoon. Сan you help me create a report, that selects any (random) 10 requests that opened on any engineer? I need a report that includes any (random) 10 requests that opened on any engineer. Columns: ID, TITLE, Author, description, Specialists. Thank you
How to display an "additional user field" in the criteria for Business Rules
Good afternoon, I would like to know if it is possible to show an additional field that I have created for the users within the criteria of the Commercial Rules. For example: City field I need for example to create a commercial rule so that all the cases that are opened by the users of "Colombia" of the City "Bogotá", are assigned to the group of technicians who attend only in that city.
Message in Approval Stages
Hi When i try to add 2nd approval stage with 1st stage still pending approval, it allows to only add the name of the approver without any message. Whereas if the the 1st stage is approved i am able to add the name as well as a message to the approver. I am not sure if this an issue or the normal behavior , please clarify. Regards Rayeez
The variable for the person who reply the request
Hi guy. In E-mails Templates for: Replying to a Request, I only see the variable for the technician, requester ...there is no variable for the person who reply the request. How to add this variable?
Pick-up tickets by email
Trying to get the pick-up by email commands working, but all it does it append the ticket. Using the following parameters in the email - Re: Request ID ##241## has been appended with your most recent comments. To : helpdesk@company.com @@Operation=Pickup_Request@@ @@Workorderid=241@@ Any suggestions?
How do configure sql server connection when encryption is required
My SQL Server database (2016) requires encryption for connection. How do you update the database Params file to support this? I have tried ssl=require and ssl=authenticate.
[SDF-71500] Admin Tab Security
it would really be helpful to be able to give permissions to technicians to only certain areas of admin tab. Project managers can add statuses or types we (admins) have to do it for them. There are many other areas like this as well.. is this feature coming or is there a work around?
Response & Resolution Notifications for specific SLA's
I am looking to enable notifications when specific SLA's (not all) have fallen past their Response and Resolution due by dates, when these dates/times have been entered manually by the technician. Is this possible at all?
Hide "Add Note" option for users
I want hide "add notes" from requesters. And I made changes according this KB: https://pitstop.manageengine.com/portal/kb/articles/hide-add-note-option-for-users But in last SDP versions this doesn't work. It there some way to accomplish in version 10500?
[SOLVED] 10500 Update issue with custom certificate
Update kept failing just before the database (SQL) update. When I switched the server.xml back to default the update went through but with either that one left in place or the one calling my cert back in place the server never gets beyond server started............... suggesting something not right in the server.xml?
MS SQL Server 2017 Support for ServiceDesk Plus
Does SDP support MS SQL Server 2017? Also, is there a recommended edition (standard, enterprise) going forward? Current version: 9334
Scanned Software
Hello, How do the Software section work? We see 15 installations for the below software. But, when we select the Installation tab, it shows no installations But, when we check the History, it shows that it was installed 15 times on same computer. Is there where it gets 15 installations. The software is no longer on that computer, so shouldn't it read 0 Installations for the software.
Unable to assign tickets to technicians
Hello, I'm currently in the process of setting up the free version of ME ServiceDesk Plus to use with our college and I'm having some problems with access rights. At the present time I've been able to configure the system and start creating indecent templates but technicians who open tickets are unable to assign them to anyone. The dropdown/fields to be able to assign a ticket arent showing up for anyone aside from myself. I've checked the account settings with my counterparts and everything appears
Change Workflow - Change Manager role ALWAYS receiving a stage change notice
Hi – If I have someone in the Change Manager role they get an email every time the change changes stage/status *even when the workflow is configured not to send notifications to the Change Manager role*. Example: Ticket is submitted in “Submission / Requested” stage and status, with myself as the Change Manager, and stage/status transition email is sent to the Change Manager. That template is defined in the Stage / Status configuration but for notification it says ,"Configure roles to be notified
Anyone know if its possible to get tickets that are open for a asset thorugh API?
Does anyone know if its possible to get the open tickets for a given asset through API? i'm wanting to create a little dashboard for my team that shows up when tickets are open for some assets. Currently we have to browse to assets, find the asset, then view requests to see them. I'm hoping to just pull back how many open tickets there are for a given asset as shown in pic below.
Query open requests sorted by priority on a certain date
Would it be possible to query the total number of open requests on a certain date sorted by priority? Version 9.4 Build 9400
[Webinar recording] Busting analytics myth: Can analytics really help you improve help desk processes?
In case you missed our live session, here's a recording of the webinar:
Ticket group is set to "Not Assigned" when picked up by a Technician
I've noticed when a ticket is picked up by a technician that is not associated with a group, it marks that user as the technician and sets the group to "Not Assigned". Generally our technicians have their view set to show only their associated support groups. So tickets that are "Not Assigned" to any group aren't easily seen and typically seem to be forgotten. For example, Tech A is in the "Network" support group but not in "Applications". If Tech A picks up a ticket from the "Applications" support
Auto-assign tickets to group based on site
I didn't see this posted elsewhere, but please feel free to point me in the right direction if it has... I would like to auto-assign tickets to Support Groups based on the Site. We have multiple sites around the world who are supported by local technicians. If we can automatically route the tickets to them it would reduce turnaround time for resolution and save us significant time dispatching tickets. Can this be done? 9.1 Build 9120
Adding vendors
How do you add vendors that are not regular users? Need to be able to choose vendor from drop down menu in purchase and contract management module.
[SOLVED]Automated close, holidays and operational hours
Hello, Does the "automated request close" process take in consideration working days and holidays or not? I mean, if I set up "Close resolved requests after 1 day" and set the request status to "Resolved" on Friday (working days are Monday-Friday) - it will be closed on Saturday or on Monday? This question is also about Holidays - if I resolve request on a last day before long holidays - when it will be closed? Thank you.
How do you measure? | Support Group First Response SLA Breached for tickets handled by multiple support groups
We have a bunch of incident and request tickets that transfers from one support group to another support group. I want to measure the first response of each support group who handled the ticket. Real-life scenario: Requester raised a ticket to report that she has slow Internet connection on her workstation. Service Desk took ownership of the ticket and found that this issue requires a site visit. Service Desk assigns the ticket to the Onsite technician. Onsite technician then assigned the ticket
Three reports every IT manager should look at before updating the service catalog
Much more than just a menu card with a bevy of services and product offerings delivered by the IT team, a service catalog facilitates two-way communication between end users and technicians. For the end user, a service catalog provides information about services offered, expected delivery dates, and the quality of service that can be expected. For the technician, the service catalog provides a framework for each service request that includes the request deadline, service cost, and the process to
Repeating task / request every 2 weeks
Hi, I have a repeating task that I have created in the Preventive Maintenance Tasks. This task has to be done every 2 weeks on monday. In the week schedule there is no option to set it to every 2 weeks. I can't use the month schedule. And the periodic schedule won't let me enter date and time, only a repeating period. How can I create a task / request that is repeated every 14 days, starting on a specific date and time? How does the periodic schedule work exactly? What is triggering it to create
ServiceDesk Plus 9414 Released
Dear Users, SDP 9414 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9414 Vulnerability : SD-71123 : Vulnerability in the login page as domain filtering is not enabled. SD-69907 : Vulnerability of a technician with request view only permission being able to add attachments and add/edit worklogs is fixed. SD-68547 : Vulnerabilities fixed in requester search. SD-65745 : Vulnerability fixed : Password has
Create user in AD options
I know the Create User in AD menu can be customized to add additional fields. I am wondering if it is possible to add the edit manager ability that is in admp to this so a manager is set when the account gets created through SDP.
Automatically close every request that is created in specific support group
Hi, Is there a way to automatically close every request that is created in an specific support group? The goal is this: We want users to create requests in servicedesk for an specific support group. Every request that is created is forwarded by email to this support group. Then, we need that every request change to Closed status. We don't need to keep track of requests in SDesk. We only need that users could open requests and then the support group would do the follow up by email. Thanks
Server Drive Space Report
I need a query for ServiceDesk Plus to pull drive space on servers only: Server Name Drive Name (C: only) Drive Capacity Drive Free Space The report should list in order of lowest drive free space to highest. Please and Thanks!
Resolved ticket Reminder Alert
Hello Team, Can we create a rule in ME in which if a request is set to RESOLVED state. User should get auto generated mail which should inform him/her that issue is resolved, and if he/she is still having any issue can revert back to the same mail to reopen it. Else request will be auto closed post 3 reminder. Regards, Subrata Pradhan
Search for Solutions inside a Ticket does not work
Good Day, When I search for a Solution inside a Ticket, the search does not find anything despite the fact that there are some articles. When I search directly in the solutions, the search function works fine. Just when I search inside a ticket, it does not work. I have tried all the search options and changed the topics as well. Nothing worked. Are there any suggestions or solutions for this problem? Thank you very much!
( SDF-75233)Change Management Field - Multiple Choice
Is there any way to do a Multiple choice field? Use case: when a change request is submitted, I would like to select one to many department names that may be impacted by the change. I see that someone submitted a request for this 2 years ago and it was never closed.
Set category and subcategory from request list view
Would it be possible to add the ability to set the ticket category and subcategory from the request list view? Since you can assign requests from here now it would make sense to be able to change the values for other fields here too? Click category and then popup a window to change category and subcategory and item. Currently have to go into every ticket manually to change and we are assigning to groups via category now and people's custom views are by these fields. Thanks, Dean
Is it possible to add cost by service catalog or SLA and make report about that cost?
Is it possible to add cost by service catalog or SLA and make report about that cost?
Bulk edit allow category change without setting site
Bulk edit of requests currently only shows category and subcategory dropdown values if the site is set. This means to bulk change category on requests, all the requests have to have the same site - the category values don't even show unless you pick a site. The tickets are for different sites so is it possible to allow the category to work without the site being set? We clearly don't want to change them all to the same site. Thanks, Dean
Field & Form Rules to Non Mandate Fields Not Working
We just recently updated to the newest version 10020. Since we did that I have noticed that the Field & Form Rules on one of my incident templates is not working like it used to. We have a new employee onboarding form. In the form we list several systems an employee may require access to and ask if they require it. Some of these systems require a business justification to grant access. So I created Field & Form rules. For requesters, the first one is in the on form load section during create only
CMDB API call without INPUT_DATA
I'm successfully calling the CMDB API, both testing with a browser and integrated from BizTalk, and it works fine, like in this example. http://host.com/api/cmdb/ci?OPERATION_NAME=read&TECHNICIAN_KEY=MyKey&format=XML&INPUT_DATA=<API version='1.0' locale='en'> <citype> <name>Requester</name> <criterias> <criteria> <parameter> <name compOperator='CONTAINS'>E-Mail</name> <value>email@host.com</value> </parameter> </criteria> </criterias>
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