Problem with notifications
Hi, We have a problem where some notification emails doesn't get sent from SDP and logged in the request conversation. The notifications are working 99% of the time, but everyday a couple of notficiation emails doesn't get sent. We have made exceptions in our AV and the mail settings are the same as in our Outlook client. SDP 9335 and MSSQL. Checking the logs at the exact time of the error i find this: [13:01:09:384]|[04-19-2018]|[com.adventnet.servicedesk.utils.WorkOrderUtil]|[SEVERE]|[176022]|:
Cannot Open Pending Tasks in Dashboard
Hello, it appears that we are unable to open any technician's "Pending Tasks" from the dashboard menu. We've tried on both Google Chrome and IE with no luck. It either throws us the attached error message or sends us to a blank page. We are on build 9405 using a MSSQL database. I'm not seeing anything in the log so I'm not sure that would be much help, but please let me know if I can provide additional information. Thank you!
Experience from implementing a CMDB
Hi, We are about to implement a CMDB in our organization and I would like some feedback from other users that have already implemented and are using it on a daily basis. I'd be very grateful if you could provide some material and answer the following questions: Did you at first implement the CMDB in a smaller scale with a limited scope, say for example a couple of departments and a limited amount of CIs? How large is your organization and how much time and resources did you calculate for the implementation?
ETA for next feature update
Hi, I was wondering id there was an ETA for the new features currently in 'Release' in the roadmap? Many of them would be very useful for us already now. Kind Regards Michael
Sorting Option Through Reporting Program
I've ran a couple reports and for whatever reason, the ticket numbers or created dates aren't sorted correctly - meaning that they aren't in order. Is there a way to sort it in this reporting program, rather than trying to export it into Excel and then sort it? Thanks for the assist, HL
ServiceDesk Plus
Hello, I am looking for a meetup group to discuss and learn how to take full advantage of the ITSM capabilities in ServiceDesk Plus as the company is trying to use the application. We are looking to make some fundamental changes to the way that we use Service Desk today. I was hoping that we could get some assistance putting together a plan of attack. We have a system that has been bastardized to fit our needs and those needs never included a concept of ITSM. So, there is no difference between a
Edit the approval page
Hi all, can you let me know if it is possible to edit the approval page that is sent to users when submitting requests for approval. when they click on the link they are presented with a webpage - its this page i would like to edit. many thanks Russ
Invalid object name "ServiceReaq_301"
Hello, We have some problems with our ServiceDesk Plus installation. When I try to delete any asset I get the error below: ServiceDesk Plus version: 9.4 Build 9406 The database is on MS SQL Server 2008 R2 Any ideeas? Thank you.
How to see what PR created a PO
From within the PO is there a way to see what PR created it other than displaying all PR's and trying to figure it out based on description.
Install certificate PFX (extension .p12)
Hi, I have to install SSL certificate in a company. But they have given me a certificate with extension .p12 without me having made the request through the Servicedesk. Is it possible to install it without having made the request from the application? If its installation is possible, should I follow the procedure indicated in the following link? https://help.servicedeskplus.com/introduction/install-pfx.html Thanks and regards, Gerardo
ServiceDesk ITSM Meetup Group - Sacramento, CA
All - Can you tell me if there are meet up groups available in the Sacramento, CA area for ServiceDesk to learn more about using the full ITSM capabilities of the application? We are considering another ITSM application but want to give ServiceDesk a chance before completely changing applications. We are looking to make some fundamental changes to the way that we use ServiceDesk today. I was hoping that we could get some assistance from you on putting together a plan of attack. As I have mentioned
Option to allow Requester to select another requester when opening Service Catalog
Hi Guys, Is there an option or alternative to allow Requesters (specifically managers) to select another Requester on the Requester Name Field when opening a Service Catalog? It's like the requester is opening a Request for someone else. Right now, it's automatically populating or detecting the Requester and i cannot change it. Thank you!
Boot Camp 1: Continual Service Improvement with ServiceDesk Plus
Good day, everyone! We are delighted to announce the inception of this year's instalment of the Boot Camp series today! Service desk managers are stuck with routine firefighting most of the times and they don’t find an opportunity to analyze and improvise their services. In this episode of the boot camp, we will discuss few tips to put Continual Service Improvement (CSI) in action and to better the service desk progressively. To brush up your knowledge on CSI and to learn more, take a quick quiz.
Case sensetive search in Requester field name for cyrillic letters
Hi! After updating from 9226 to 9317 and changing MS SQL database engine to internal Postgres we found a bug - case sensetive search in Requester field name for cyrillic letters. For example, if requester name is "Test" it can be found by typing "test" or "Test", but if it's written as "Тест", than typing "тест" is not an option. This behaviour can be reproduced on demo.servicedeskplus.com
Where Do We Find Annoucements in Build 9406?
How do I make annoucements in build 9406? I just updated from build 9326 to 9406, and I, as an administrative technician, no longer see Annoucements in Home. I tried customizing the Technican Home Page, but Annoucment does not show up in the Existing Widgets either. FYI: As a requester, Annoucement is still on the Home page.
Asset States
Can we add a Asset State called Standalone which will act like Disposed where the Standalone assets will not be scanned. We have lots of standalone computers that are only scanned through Standalone scans. Now everyday ServiceDesk is trying to scan them but they are not on our network so we get errors that Scan Failed.
Set Due by Date as NULL when assigned to specific Groups
Could not find an existing thread for this... Need to set 'Due by Date' as NULL when the Request is reassigned to specific Groups that organize their work prioritization in a separate tool. Was assuming I could use Custom Triggers to do this but I need a little help with it. We are using ServiceDesk Plus Enterprise build 9335 (testing 9405).
Any JavaScript REST API Examples?
Hi all, I'm currently working on an application that will submit a request via JavaScript using the REST API. Has anyone else done this and have any examples?
Incoming Email Field Modifier Triggers?
In my previous job, we used Spiceworks, which had the cool functionality of being able to set the Ticket Fields by putting in specific keywords or values. EXAMPLE -------------------------- Set ticket priority: #priority high #priority low Close a ticket: #close I'm not all that familiar with Python scripting, but I wanted to see if anyone has done anything similar in ServiceDesk Plus? Or is the functionality there and I just can't seem to find it? Thanks! Rick
Duplicate Requesters are automatically created when creating a request by email
Hello, We are facing a problem with ServiceDesk Plus, when a requester submits a ticket/request using email, a duplicate requester with the same email gets automatically created. How can we stop this from happening? Our version is 9.3 Build 9335. Thank you.
Widget question
Hi, Our team have all added a widget to the top left of the Dashboard to allow us to see 'Time spent' on SRs each day. I've two queries about this: 1) Currently the widget shows what sort of requests you have worked on but does not give you the actual hours/minutes spent overall for the day (as it does when you run a report). Is it possible to add this to the widget? 2) We only added the Dashboard on Monday but every morning when we come into the office, the widget has shifted to the bottom left
ManageEngine Licensee mapping
Can I have a report available in the ManageEngine through which I can get the ManageEngine License Usage information. Regards Kumud Mishra 9830742793
SDP API - Onboarding/Offboarding with Powershell
I created a couple small and quick powershell scripts to automate onboarding/offboarding requests in SDP for new hires and terminations. They create/delete ActiveDirectory user accounts, and close/create other tickets as examples related to common onboarding/offboarding process. In addition to SDP API calls, they use native AD powershell commands, as well as ADManagerPlus API calls. In our environment, new employees are created by submitting a new user template with multiple required fields filled
Requester Refresh Frequency
how can config Refresh Frequency for requester???
TroubleShooting
I was successfull install ServiceDesk in Ubuntu 16.04, but i think i have many wrong configuration. I wan to reset/clear all database & configuration to fresh install. Please step by step to do it.
How to upgrade SDP from 8.2 to 9.4
Hello, I am using the free realease. I don't know if you can help me instead. I want to migrate from 8.2 to 9.4, sqlserver. When I did the backup from 8.2 and wanted to restore to new version 9.4, the restore process said there was incompatibility issues with realease. Do you have any guide? Thanks for your help. Sebastián
Need to refresh page to show assigned tasks
After upgraded to 9404 and working with tasks in the Request or Change module it will allow us to assign a tech to the task but the page does not auto refresh showing the task assigned. If we refresh the page it will show the task has successfully been assigned. I have 4 of my technicians having this issue using Edge, Chrome and Safari.
ServiceDesk won't open after Login
Hi, After upgrade to 9406 the service desk wont work. I can connect to server, i can login but after the login the server stop respond. The only warning that i get from Chrome DevTools is: thirdparty.js?9406:4 Synchronous XMLHttpRequest on the main thread is deprecated because of its detrimental effects to the end user's experience. Any one with this problem?
Requests by email
Hello, is there a way when a requestor sends in an email with a specific word in the title that this will then populate all the relevant fields or activate a specific template? For example we get requests to release emails from our exchange, when a request of this nature is sent in then the fields would be populated with the correct cats, priorities and then it's own specific SLA.
Remove solution from email
Hi there, when a user logs a ticket they receive an email back with there reference etc but now it seems to inlcude a solution suggestion at the bottom of the email, how do we stop this.
Linking open tasks to project
I have a number of open tasks that I want to link to a new project I created in SD Plus. How do I link or associate those tasks with the project so I do not have to recreate them?
category as mandatory field
when submitting a ticket, category should be filled out, but this is not the case every time. Could it be setup so category is a mandatory field to fill out?
Request reply opens in wrong window
I'm using Firefox Quantum 59.0.2, running in full screen mode on the right window on my desktop. When I click the Reply button on a request the "Mail to Requester" window opens in the center of the left window. If I use IE or Chrome the window opens in the correct (right) window, but I prefer using Firefox. I just checked and the "About" and "License" links in the help menu do the same thing. We're running ServiceDesk Plus, version 9.4 Build 9400, and I'm running Windows 10 1607 on my desktop. Anybody
Self Service "welcome" message
Hello! Is the new message in the self service portal customisable? (Once you've clicked through the Submit a Request link). At the moment, it doesn't seem to make much sense (why does it talk about "paper"??) and is causing more confusion than help! Thanks
Add a new filter option to Advanced Filter for a custom report
Hi - is there a way to add a new filter option under advanced filters? Long story short, I import a file when new plans are added. Currently we have to update three different queries based on plan year end. I want to add a filter for 'Plan Year end'. This way it would automate the updates as the filters would be more like if = 3,6,9,12 pull these plans or if = 1,4,7,10 pull these plans. Thank you
All not closed requests by a group
How can I get all not closed requests by a specific group using SDPAPI?
RACI to CMDB to CI?
Has anyone had any success or have an idea on how to utilize or record a raci record for our CIs?
ServiceDesk Plus 9405 Released
Dear Users, SDP 9405 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9405: Vulnerability Issues: SD-70609: Vulnerability in distributed asset scan list view is fixed. SD-70604: Able to add and update requester details by CSRF vulnerability. SD-70606: Able to configure the Windows agent by using the CSRF vulnerability. SD-70607: Able to add custom schedules by using the CSRF vulnerability. SD-69186: Vulnerability
Automatically fill Response time field when ticket assigned to another technician
Hi All, we need to know is it possible to get the response time based on when the technician is assigned to another technician. We have a use case here, and many others customer i encounter have similiar issue, that is all the ticket is handled by the helpdesk, and then, the helpdesk as the tier 1, sorting the ticket to respective technician, lets say tier 2. When they are already assigning into tier 2, it should be considered as Response already. Or maybe we can achieve this using custom trigger,
Problem restoring database to new server - Application will not start
Hi, I'm trying to migrate our ServiceDesk Plus from Windows Server 2003 to a new server running 2012 R2. I have installed the same version of ServiceDesk on both servers, taken a backup from the old server and copied it to the new one. I have then run the restoredata from an elevated command prompt. The restore looks to have completed successfully however the servicedesk application will not launch following the restore. It hangs on "Application Layer Started". I have tried using the Run command
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