SDP: SDP does not log its actions
Hello. SDP does not log its actions. At all. All logs are empty. What could be the reason? And the solution? Sincerely. Igor Stepanenko.
Allow only logged-in approvers to take approval actions by setting Yes to Allow approval actions from logged-in users only .
What does this feature accomplish? How can non-logged in users approve a request?
Changes Tab for Requesters
How do you hide the Changes Tab from requesters?
Replace existing change manager for all uncompleted changes
Hi, is there a way to quickly replace one change manager with another one for all changes that currently do not have status completed? Thanks Michael
outgoing mail
Good morning, my name is Francisco from Panamá I installed the free Service Desk Plus up to 5 technicians and configured the outgoing SMTP mail, it tells me that it has been created successfully but when a response has been received and it has responded and then there is nothing and then the pages are closed. How can i fix this? Regards
Hide or Disable Description Field
Is it possible to disable the Description field when a specific option is selected from a drop down menu? The Description does not show in the FAFR for setup.
[Tips & Tricks] Sending an Email Notification for a Specific Template
Sometimes it’s handy to know when users might have raised a request using a specific template from the self-service portal. You might even need this notification to go to a distribution list of recipients. This post discusses a couple of easy techniques to achieve this in ManageEngine ServiceDesk Plus. At present, there is nothing available on either an Incident or Service Request Templet that would allow you to send an email notification. For this, you need to look at the Business Rule options.
Exporting/Importing database
Hi, Can you please provide a guide as to exporting all service desk data and importing into a clean build Thank you
How can I show the Changes tab to normal Requesters?
As the title says, How can I show the Changes tab to normal Requesters? I want that normal Requesters can also Raise a Change Request and not only Technicians. Thanks
Solutions -
I would like to be able to easily send a "solution" article in a reply to a request for a user to try to see if that answers their question / satisfies the request. I know a solution can be copied over to the resolution easily ... but from what I am seeing, that doesn't get sent out to the requester until the request is resolved/closed. I don't necessarily want to mark the ticket as resolved/closed until I have verification that the requester is good to go. For example - as one of my published solutions,
Failed to send notification
Hi there, I have a fresh ServiceDesk installation, configured the outgoing mail server but an error is thrown when I try to send a notification. Need help please Exception while trying to send notification for Request ID : 9 No authentication mechanisms supported by both server and client
SDP: Increasing the size of files to be embedded in a request
Hello. How can I increase the size of files to be attached to a request (up to 30 MB)? Sincerely. Igor Stepanenko.
Query Report Group changed from to
I need a query report showing the below Request ID Requester Request Status Subject Createdtime Performedby Operationtime Group Changed From Group Changed To thank You
Custom Schedule : Frequency greater than 1 hour
Hi Folks - Currently the Custom Schedules can only be executed every 1 hour(s). I need them to execute at a higher frequency, in minutes. Is this possible?
checking manage engine license
hi could some one tell me how to check my validate license and check the expire date
unable to restore DB Linux SDP 9418 java.io.IOException: invalid CRC (MAC)
I have tried to restore both a full backup, and a trimmed backup, both get this error. Source server, is Linux postgres sql Just been upgraded to SDP 9418 Recipient Server is a fresh install of SDP 9418 ********************************************************************************* Restore DB Setup Wizard ********************************************************************************* Execute Restore DB Utility from command prompt For Windows users : bin>restoreData -c [backup file] For Linux
Service Pack
Are the service packs cumulative? I am on build 9.4.9414 and am curious if I need to install each service pack singularly or if I can just apply the newest. Thank you, CP
Resolution notes via powershell email script
Hi all, I'm trying to get a powershell script (that I've found from the script site) working as a custom trigger for certain circumstances to send an email. I've got it all up and running and working great apart from I want it to have the notes from the resolution field in the email. I can see that certain objects are populated and working as expected. I just can't seem to get that field working. For example if I tell it to include $obj.request.TECHNICIAN it includes the assigned technician in the
Creating Views with Relative Timestamps
I would like to be able to create views using relative timestamps. Example, all request this week. Something like on the dashboard, but customizable.
Help, time spend by technicians on associated with project
Hi All! Could you please help with report that will show time spend by technicians on associated with project requests grouped by project id?
Task report of all technicians
Hello, After upgrading SDP to 9.4 Build 9421 we are not able to use old reports filters. So can anyone help me with SQL query for pulling a report of task for all Technicians?
First Response Overdue status is 0 even tough it already over SLA
Dear ServiceDesk Plus team, I would like to ask how to show ticket that already over SLA time to response. If I go to report or query to database the First Response Overdue status is 0 even tough it already over SLA . I set respond time is 10 minutes, but even tough the ticket is 15 minutes without response, the first response overdue still = 0 .. Thank's in advance. Best Regards MHP
Bug in Resolved Date field
We've recently implemented auto-closing of tickets in ServiceDesk+ if they have been in Resolved status for more than 1 day. To check whether this was working correctly, I changed my view to browse the "Resolved Requests" filter I also added the "Resolved Date" column to my fields. So I was able to keep an eye on tickets that had a resolved date of the day before, and made sure they disappeared (eg: were closed off) when the time came around. I noticed one with a date of several days ago. This
Error in Android APP
I have an error with the Android APP for ServiceDesk plus. This error occurs when I try to place an attachment to any ticket, this error say: ERROR: Technician key in the request is invalid. Unable to authenticate. Please, I need your help for solve this inconvenient I use the andrid APP version 4.6; and my server is 9.3 Build 9335 Thanks and regards:
Query - Search for instances of software that includes job title
Hi, I need help improving the query I use to search for users with a particular software. I am need of it to include their job title and department. Thank you for the help! Here is what I currently use, I would like to add a "Department" and "Job Title" line as well: SELECT SystemInfo.WORKSTATIONNAME "Workstation", (SoftwareList.SOFTWARENAME) "Software_Name", MAX(swmfg.NAME) "Manufacturer", MAX(SoftwareInfo.FILEVERSION) "Version" FROM SoftwareInfo LEFT JOIN SoftwareList ON SoftwareInfo.SOFTWAREID=SoftwareList.SOFTWAREID
ManageEngine ServiceDesk Plus
Dear Support, I need to get information regarding the some point I there any integration between Log 360 tools and ServiceDesk Plus to open a ticket's ... in SDP Cloud How we are going to get the workstation? Means Does the Cloud has an agent to deployed in our Domain or there are any other Tools?
change Language for user interface
Dear Support, We are using ServiceDesk Plus V9420 with Arabic Language but still, we can see the English word. Can you please assist us to change them as it shows in the Attached file Thank you..
Survey report by group and technician
Dear Support, Can we get a report for our Survey Like this one Rating 1 Rating 2 Rating 3 Rating 4 Total Group IT Support Tech 1 2 4 1 3 10 Tech2 1 2 3 1 7 Tech3 Group Network support Tech Tech2 Tech3 Database SQL server
Is there any way to improve ServiceDesk's Search?
Searching in ServiceDesk is pretty terrible. I thought it was doing an OR of the search terms (instead of the more useful AND), as adding terms to the search has to date always increased the results returned instead of narrowing them. Today though I was searching in Solutions and, getting the usual strange response to more/less terms I thought I'd try all permutations of just two words and see how many results come back. Turns out it's not even doing an 'OR', I honestly have no idea what it's doing...
Create Change request from Selfservice portal?
Is it possible via Self Service portal to create/send in a Change request?
Survey: Undefined Error
MSSQL v9416 ---- Receiving this popup when a user opens a survey link and when they try to submit:
User escalation process
Does anyone have ideas or suggestions on how ServiceDesk Plus can be used to for end users to create escalations on open requests?
Work Log Timer
Is it possible to have a Technician to be able to only have one running Work Log Timer at a time? I have a case where a Technician would click 4 or 5 at once and the report looked like they had done more hours than they actually had.
[Tips & Tricks] Restoring the Old Self-Service Icons in the New ServiceDesk Plus
As you may be aware the recent ServiceDesk Plus version 9418 update brought various changes, most notably revamped UI and new self-service portal customisation options. Users are now given a new widget to easily create issues, request services, view solutions, and search templates. However, being used to the old style buttons, this change has caused confusion for some our clients and their end users. Luckily, an easy fix is available. On the ‘Self Service Portal Customisation’ page (Admin>General
Self Service Portal - Adding Widgets
We are on Version 9421 I would like to create/add a widget on the Self Service Portal so that our users can see the following in a Widget: My Requests Open 2 Requests shared with Me 4 Waiting for my update 2 How can this be done?
$ApprovalLink
Whilst using The submit for Approval option to get authorisation for Service Catalog Requests I have noticed it puts in the $ApprovalLink but when the person reecives the email generated from this action it shows something like below Your approval is required for a request to proceed with its execution. The details of the Request can be found by clicking on this link http://MWUKCDMSD01:8080/approval/Approve.jsp?ITEMID=21879&woID=21879&MODULE=Request&KEY=-13193443171380273179053-131934431713802731790531704536390497198-232686606
PCI DSS Compliance failing due to TLS 1.0 and web application potentially being vulnerable to Clickjacking - ServiceDesk Plus 9.4 Build 9420
The following vulnerabilities are found in: ServiceDeskPlus Version : 9.4 Build 9420 I'll be upgrading to Build 9422 shortly. Can someone tell us if these are fixed in build 9422 or let us know how to fix the issue for a resolution. Hope this helps all others too. Thanks. Web Application Potentially Vulnerable to Clickjacking Impact The remote web server does not set an X-Frame-Options response header or a Content-Security-Policy 'frame-ancestors' response header in all content responses. This
change workflow based on condition?
Is it possible to set a workflow based in a condition? (the condition is not the problem,its the action) under form and field rules (change template), I don't see the "set fields" option maybe using change custom trigger? Please let me know
Deletion of sheduled report job
Servicedesk sends out a report each week to a person who is not in the company anymore. The person has been deleted as technician. but we think that this persons scheduled report is still sending the report to him. is there a way to delete a scheduled report with a user who is not in the system anymore?
Customize list view SDP
Hi everyone, i want to ask: Can I customize some default lists? (Delete, hide, ...) Can the administrator account apply to all other users? (Attached File) Hope to get help Thank you very much
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