SDP Mobile App and Assets Scanning
We currently have SDP premise and have the mobile app on our iPhone. We are about to perform a physical inventory of our equipment and wanted the techs to be able to scan our barcode with the mobile app to look up the device. Inside the app, I go to Assets> Scan Assets. The scanner reads the barcode but then says No Details Found. This also happens when I type in the barcode. Is there a way to do what I'm asking? If not we will have to go back to pen and paper.
Request status change approval
Hi everybody Is there some way that a technician request an approval before change the status of a request? We are looking for some kind of workflow that prevents that a technician change the status of a request without an specific approval of a manager Thanks for any comment
Unable to remove date from field
I entered a date in one of the date fields in the default request template. Now every request opened with this template has this date filled in. How do I remove this date from the form?
IT analytics in 90 seconds: Ticket burn rate
Do you know your help desk burn rate? Watch this video to learn why it’s important and how to track ticket burn rate using analytics. Click the download button below to get started with your free 30-day trial of Analytics Plus. To download ServiceDesk Plus on-premises, click here.
Setting the Change Approver
Hi We've just installed Manage Engine & so far, so good. I'm setting up the Change Management module & can't see that the ChangeApprover field can be added to the template. Is there was a way of setting the ChangeApprover dynamically on category selection? For example, If the change related to Infrastructure , the ChangeApprover would be set as our Infrastructure Manager. If it was an SQL change it would be set as our DBA lead. I can set up templates for 'Infrastructure Change' or 'DBA Change' etc.
Ticket retrieval from Archive errors
Hello Team, I have a question about the tickets that have been archived. I am sure these tickets cannot be searched but when we have the ticket numbers some are accessible while some give you an error like the screenshot attached. Just wanted to know what do you think might be wrong with the ticket retrieval? Thanks and Regards, Kishore
ServiceDesk Plus 9415 Released
Dear Users, SDP 9415 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Vulnerability : SD-72109 : XSS vulnerability found in the asset details page is fixed. SD-71576 : XSS vulnerability found in Change Calendar is fixed. SD-72080 : Directory traversal vulnerability found in file upload is fixed. SD-71495 : ZipSlip vulnerability found in distributed asset scan is fixed. SD-72568 : Vulnerability in deletion of default
support group owner as changemanager
Hello, i want to set the group owner (support group owner) as the changemanager. i looked at few post but group owner subject is not the most wanted subject. any idea anyone ? Regards, Martin
Is it possible to assign a task based on technician field?
I would like to check the status of all tasks on an incident. If they are not closed I would like to assign remaining tasks to the technician in the Technician field. Looked through Field and form rules and don't see an option that would look at the task status. Will "Set Tasks" assign to technician or just add the task to the incident?
FAFR to make a field visible only for certain users, based on Support Group
All, This is a little complicated. We have some people in our organisation who are set as Technicians, because they manage some requests that we record in SDP. However, they are not ICT Technicians. When they are submitting an Incident or Request for ICT they see all the fields that are available in the Technician view of the Template, meaning that some fields that we expect ICT to complete are shown and are mandatory for these people. Ideally we don't want to have to give them different logins as
purchase order attachement
Hi, I need to send the purchase order to the vendor as file type pdf instead of html. Kindly advise on how to do this. Is there any default setting available in the servicedesk for this? Regards Murali Abu Dhabi
Combine Task/Request in one report
We'd like a query to capture both Tasks (request, change, project) and Requests that are over not closed and are older than 6 months - sorted by Technician: Technician Request/Task ID Request Status Created Date Created By Subject Project Title We'd like to be able to modify the query to filter by Technician
Script master 21 : Auto share requests to groups specified in the tasks associated with the request
There may be a scenario where multiple people like testers, developers, and deployers might be involved in a request fulfillment. For that, the progress of the request has to be constantly monitored by them. However, they cannot be given full privileges to access all requests associated with a site/group/department. This script will automatically share the request to the groups assigned to Tasks associated with the request. This can be also configured on 'Request custom menu' so that the action
Two tickets raised from one email
Good Afternoon, We appear to be having an issue when a user is emailing the email which forwards on the request to the helpdesk it creates two tickets which are the same. Does anyone know if there is a setting or any suggestions on how to resolve. Thank you in advance.
Autoclose script issue
I've downloaded the autoclose.py script from https://pitstop.manageengine.com/portal/community/topic/script-master-13-how-to-automatically-close-requests-that-are-in-a-specific-status However, each time it runs I receive the following error: Traceback (most recent call last): File AutoClose.py, line 59, in <module> RequestID = request_Obj[Request ID] KeyError: Request ID Is there anyway to resolve this? Thanks.
Add a domain, massively
Hello, I need to add a domain to all Users - Requesters in our company (we have more than 30000 of them) How to do it massively? One user to change the domain for a very long time
how to get more rows displayed in dashboard
how to have more rows displayed in the dashboard. The current 'Requests by Technician' Widget only shows 5 Technicians, 'Others' and 'Unassigned'. How can I increase the number of Technicians to be displayed instead of all the remaining are grouped in the 'Others'? As shown in the attachment. Thanks.
9412 API V3 question
Hi, We use a lot of custom scripts with SD+ and we are currently on version 9335. Does anyone know, whether API V1 and API V2 will continue to work if we upgrade to 9414, now that API V3 was introduced on 9412? /Rasmus
TaskUpdate Script: Using a user-defined field to populate in the title of a Requests task
Hi folks, Is it possible to use taskupdate.py to populate the contents of a custom field for a ticket within the ticket's tasks? We have a user termination process with a ticket that has about 20 tasks. The title of the request is formed using a form rule and takes a custom field. For example: Customer field = Employee to Terminate: John Smith Title = Terminate Request for user: John Smith. Each task says something like: Task: Terminate AD Account Task: Terminate Salesforce Account Task: Terminate
IT analytics in 90 seconds: Request reopens
IT analytics in 90 seconds: Request reopen rate is one of the most overlooked metrics. Learn why it’s important to keep track of it.
Measuring help desk technicians' productivity doesn't have to be complex
It's no secret that technicians are the pillars of any successful help desk. Which is why it's important for the help desk manager to periodically monitor each technician's productivity. Measuring productivity doesn't mean you have to walk past your technician's workplace every few minutes to check if he/she is working on something productive. A simple report comparing the tickets assigned and tickets resolved by each technician can give you a clear picture. To illustrate why you need to track
Need a field in Requests View who showme the associated change
Hello everyone. I'm in need of the next one. A field, which can be seen in the Request View, that shows me the associated change (change initiated due to this request and / or request caused by change) to have that information visible at all times. It is possible to make in an easy way? Thanks in advanced for the answers. Best regards. Facundo
Sending Announcements to Support Groups
Hello, our department currently has a need to send Announcements to individual Support Groups in ServiceDesk. Currently there's just the ability to send to individual User Groups, but no option for sending to individual Support Groups. Since we are split into several groups, this would allow management to notify each group individually. Please let me know if this would be possible to implement into a future release or not. Thank you!
Slow performance on EDGE/IE
Did anyone else experience excessive slowness connecting to SDP with MS EDGE? Firefox and Chrome work fine. Tested on multiple PC's with multiple versions of EDGE/IE.
Please help Http to https and ssl
Hi Support Team, I need to change my service desk plus from Http://XXXX.com:8080 To Https://XXXX.com and i need if some one right in browser xxxx.com redirect to https://xxxxx.com for http to https and i need to instal certifecate free fro lets encrypt please help .... Product Name ManageEngine ServiceDesk Plus 9.4 License Type Free Version License ID
Report all asset of inventory
Please help me, i want to report all asset of inventory 1) Database: PGSQL 2) Version and Build of ServiceDesk plus : 9.2 Build 9225 Please include all Product Type of asset. I want to display the column "Description" on workstation
Resurrect deleted technician and keep history
A technician account got deleted. He is still active in Active Directory so I created a new account for him. He can now get in but has none of his former history. How can I either attach that history to his current account OR delete the current account and resurrect his old deleted one which DOES have the history attached (according to the SQL tables)? So in the below I want to killl user ids 8701 and 9604 and bring 981 back from the dead. Possible? Kind of urgent. Thanks
Changing the look and feel of Service Desk Plus
Hello all, Our organization is about to launch SDP and we have a requirement to change some of the look and feel to align with corporate branding. We have done the basic changes through the Admin -> General -> Theme. Is there any other place we can make additional changes such as the logon screen? (See attached samples) Regards, Stephan
Change Control - Remove Fields or Edit Templates
I am trying to modify the change control module to fit our process. We only have 3 stages "Submit for Manager Review, Submit for CAB, and Closure" I won't bore you with how that works, because i have the flow mostly working. The problem i have is the fields. There are too many fields on the submission page and some of them i can't remove (such as site). I want to make the form simple for people to use. I was going to try to format it more like the implementation stage, so my other option was to skip
Asset reporting
I am awful at creating queries. Can someone please help me create an all asset query report that shows the following columns? 1. Asset Name 2. Asset Product Type 3. IP Address 4. MAC Address 5. Manufacturer Serial Number 6. Asset Tag
Survey reports
After the Survey enhancement, the reports are not accurate. I have multiple answers for the same questions in the same Request ID. On the Survey Report area they are correct but I'm not able to generate a report from there. Please check the attached document. I'm pulling the Request id, Completed Time, Group, Technician, Survey Question, Rating, Rating Value and Comments. Need help with this since most of our team evaluation are based on this survey and the score is not correct.
Multiple issues after update Build 9413
Greetings, After the update "Build 9413" we present several issues that affect our platform, which I detail below: 1.- We are having problems viewing tasks in the quick sub-menu and the button (indicated in the screenshot): And the button don't work: 2.- We can't delete the following Support Group, all requests assigned to this groups have been verified (long time ago), but still doesn't work. 3.- After the upgrade, the "Default" views of all Support Groups are missing, we had to generate the personalized
Notification rule disable
Hello All, Trying to disable any notification rules(ServiceDesk Plus) which is saving correctly. But when going back to the settings page all changes have been reversed. Any idea why this is happening? Thank you. Julian
ServiceDesk Plus hangs at splash screen
Dear Support, ServiceDesk Plus hangs at splash screen showing Application Layer.......... I have read a lot of help and executed the instructions but no luck. Could you please check and let me know the solution Please find the files attached screenshots and logs for more information Thanks
Mange Engine ServiceDesk plus - User login failed
Dear All, I have already installed Manage engine service desk plus - version 9.3 My problem is : 1st, Login OK then close web 2nd, Login again as below process - Open web again/ input address link - When Sevice desk in auto login process, I click login button ==> Login failed as attached picture. This issue happened at serveral user. Please kindly teach me how to fixed it.
SD error
Hello someone knows how I can solve this error [17:06:51:010]|[08-10-2018]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[79]: To resume inbuilt Transaction.....| [17:06:51:010]|[08-10-2018]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[79]: Before setting the flag to DELETED...| [17:06:51:010]|[08-10-2018]|[com.adventnet.servicedesk.helpdesk.mail.task.MailFetchingTask]|[INFO]|[79]: Process Status:: Processed Message No. : 140 Time Taken : 525 ms|
missing chunk number 0 for toast value x and error opening request
Hello, I'm not able to open request detail (all requests). I have a generic error. (unknows). The log rise the following message missing chunk number 0 for toast value x .... See attached images Can you help me? Thank you Daniela Macchi dmacchi@teamnetuse.it
Configure Service Request Due Date
Can we set the Due Date when creating the request ? We have a service request with "Requested Delivery Date" and users want to copy the date details of this field to be the request Due Date. Can we do this in service desk where after we submit the ticket, it will instantly copy the field data?
Block ticket creation for specific email subject
Is it possible to block request creation if the email has Automatic Reply in the subject?
Graphical glitches, preview boxes
Hi, This happens for me a couple of times per day in the request module. After I've hovered over a request the preview boxes gets stuck like the screenshot below shows. Last time it happened right after switching from the admin module to the request module. It also occurs when clicking the "Add/remove columns" if I've hovered over a request just before. Windows 10, IE11, SDP 9317, MSSQL. (It also happens in MS Edge)
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