Group Mail Settings
Hi, Which is functionality of the group mail settings in the groups? Can I change the size of field in Type of Asset (by a greatest size characters chain )? Thanks
Java issue after upgrading to 9402
Is anyone else running into Java issues after upgrading to 9402? We have a daily problem where Java will take up 80%-90% of the server's CPU and over 1.2GB of memory. This will lead to SDP becoming unresponsive. If we restart the SDP service, Java will go down to around 500MB and SDP will be fine for the rest of the day. If not, it will eventually become responsive again, but the issue will keep occurring multiple times a day. I've already contact support (#8187972), but their response is that we
Using Asset Module and CMDB for managing the Employee OnBoarding/'Offboarding' Life Cycle
Managing assets for employees is challenging, especially in this day of distributed access. When an employee leaves the company, we not only need to ensure that the hardware is recovered and the domain and application accounts are disabled, we also have to ensure that any cloud services the user subscribes to are also disabled. If all the services were provided at the time of onboarding, that would simplify matters. If this were the case, we would simply refer to the original onboarding service request
Resolution/Reply template "You are not authorized to view this page" after update to 9404
Technicians are now getting this error when trying to use resolution and reply templates after I updated from 9400 to 9404 last night. Giving them SDAdmin right fixes the problem, but this is not a permanent solution. Any help would be greatly appreciated.
Configure Self-Service Portal Homepage
How can I re-arrange the box / grid of the Self-Service Portal Homepage? The current Self-Service homepage has a lot of unused spaces? How do I remove the Portal Usage video?
9400 - Redirection from HTTP to HTTPS broken
Hi Since upgrading to 9400, HTTP to HTTPS is broken as the file that was edited before is no longer available. After every hotfix, I used to follow the instructions here: http://kbase.servicedeskplusmsp.com/faq/admin-3/admin-general/general/how-do-i-setup-redirection-from-http-to-https.html but that file now no longer exists. Can you help? Thanks
Set up SDP in redundant status?
Been using SDP for a while and have a Test environment and license that's hardly ever used. I like to use that license for a redundant server in production. So I can do updates during business hours and not effect the users but still be able to call support when things go sideways. Possible? Would I need a separate DB to make this happen or could I just point 2 "front ends" to the same SQL Server? Would this let me take down A, do updates, reconnect, then take down B and repeat seamlessly? Currently
Add Technician Availability Calendar in Projects
We've like to see the calendar available under the Project Members tab so pm's can see when their team is available for work. Currently they would have to view the entire list of technicians or when possible by the project support group. SD 9311 Enterprise MS SQL ------------------------- Ottawa - Canada
Feature Request: Include tasks and Change tickets for Backup Techs
We're starting to utilize the Technician Availability chart and have received good feedback on the use of the Backup Tech and assignment notification features. We would like the notification to be expanded to include Tasks and Change requests. This way when new Tasks or CRs are assigned, the assignee is notified that the technician is away on a specific date. SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
ServiceDesk Plus 9404 Released
Dear users ServiceDesk Plus 9404 has been released. We've introduced our first phase of GDPR features with this release. The following GDPR features are included in this build: 1. PII fields in templates Mark a data field as PII when adding an additional field to a template so you can easily distinguish PII from other data. 2. Meet users' right to be forgotten The GDPR grants individuals a number of rights, including the right to be forgotten. That means
Dumb question about Project fields
How should I use the "Project ON" field ??
Fields&Form Rules in service catalog
Dear assistance, I create a service request, and I set ‘GV SPA APP Group’ (support group) as default. Then I set Fileds&Forms Rules setting conditions like point 1; actions 2-3-4 are available, only 5 conditions doesn’t allow me to choose the support group that i want. I would like to set ‘GV SPA RETAIL Support’ as group and ‘CSA Support’ as technicians when conditions 1 is satisfied. Could you please tell a way to da that? I tried with a business rule, but it didn’t work. Thanks. EP
Mobile App Login
I am trying to use the mobile app for SD+ and I do not have the option to select my domain for authentication. All I see if Local Authentication, when I click on the drop down I do not see my domain listed. Thanks
SDP 9329 to 9404
Hi all, Our Setup of Version 9329 refuses to intall Updates. Instead of wasting time for bug-hunting, we think about the following: * use the built-in feature to create a backup of the Data (9329) * un-install 9329 * install the most recent version of SDP (9404) * add the license-file * retore the Backup of 9329-Data into 9404 Will this work? Thanks in Advance! kind regards, Fritz
How to restrict a field from technicians
We are having issues with technicians raising the priority of a ticket. It is critical that only a specific set of people have this ability, because it launches our Major Incident Management process, and shows up on management reports. Is there a way to restrict technicians with edit access from being able to set this field? I was thinking of removing most of the technicians ability to edit tickets. Not sure if this would restrict their ability to enter tickets, though. Also thinking of setting a
How to Enable/Disable and Mandate/Non-Mandate Fields using Field and Form Rules Script
Is there a way to Enable/Disable and Mandate/Non-Mandate template fields within a Field & Form Rules script? I think I'd need to do it within a script rather than what's available within the GUI of F&F rules because I need logic to compare two date fields in deciding how to set the availability of a third field. Basically, we have Date1 and Date2. If they are the same, users don't need to (and shouldn't be able to) populate an Explanation field. But if the dates differ, we want to require that the
Service Request template task
Hello community , I have some service request template with task assing to it. how in action scripts / javascripts can i get the list of task related to this service request template ? The purpose is on submit, set task as per resource form. Regards, Martin
Automated Email for Surveys and Managers
Hi, I am wondering whether it is possible that any surveys below a certain score could be auto-forwarded to the IT manager or a notification could be sent?
problem in change management
i have a problem when i click new change there is an empty page open without any another data Best Regards
Query Report to show who applied a Cat / SubCat / Item
I'm sure this is quite simple to carry out, but I need a query report that documents Category / SubCat / Item changes to tickets, and the name of the technician that applied each change. Fields to show Request ID Requester Request Type Subject Request Status Created Time Completed Time Site Region Category changed to Subcategory changed to Item changed to Technician that changed it Time change was made Some tickets will have their categories changed multiple times, so the report should ideally show
Issue with custom action
Hi, I have been trying to get support from the ManageEngine support email address but not getting much response. We have a custom action that sends a request to our SAP system but since upgrading to 9403, this is now broken. The only thing we could find in the logs was an error about java but I'm not sure what it means (see attached). Would anybody be able to provide some advice/assistance with this?
Attachment in Email notification
Hi, we have attached documents in a ticket, we would like System to send same attachments in notification email to the technichian. I have check in previus threads the SDP feature SDF-38910 , is added to support. can you please confirm, if this feature is added to the latest release. we have SDP Eval on premises, we want to verify this feature.
Emails considered as SPAM are deleted and can not be recovered
Hi all. We note that emails that are considered spam, do not create a ticket, and are also permanently deleted. Is there any way to do SDP, mark them as spam and move them to another folder in the mailbox? Thanks in advanced. Best regards. Facundo
[Tips & Tricks] How to mark and assign tasks in ServiceDesk Plus?
Here's a quick video explaining how you can mark and assign tasks to technicians. Executing dependent tasks within a workflow requires the tasks to be worked in a logical sequence. Some tasks are performed first followed by other tasks. The task to be performed first is 'assigned' to a technician and the task to be followed is marked to the same or different technician. The marked task becomes visible in the technicians' window only after the assigned task is completed and closed. This helps
Bulk Edit for Tasks
Feature request to be able to bulk edit tasks similar to how we can bulk edit a ticket.
Custom Script
Upon form submission we need to launch another internal web page for the user to complete a second form that resides outside of SDP. We were given the script below, but it launches two tabs every time instead of one. I changed from this script to a PS script that does it completely different, and it also launches two times. Any ideas where I can check in the system to see why it opens twice? I changed the site in the script to google.com so it made sense. Then
Identifying which Templates use a particular Additional Field
We're currently in the process of trying to tidy up our Incidents templates (see my other post also https://pitstop.manageengine.com/portal/community/topic/hiding-deleting-inactive-incident-templates) One thing I've spotted is that 2 Additional Fields have been created for the same purpose: At initial glance, I would estimate 50% of the templates use the first one, and 50% use the second one. As you can see one is AlphaNumeric, the other is numbers only (and sometimes external refs include letters
Link Requests using the REST API
Hi, I'd like to ask if it is possible to link two requests using the REST API? I have not found documentation around this. Thanks and best regards, Tamás
Recently installed the 9404 build getting fetching error
Hello, Recently updated to 9404 and receiving an error when running a report now: "Error while fetching ajax response: Cannot read property 'document' of null" How do we fix this issue? Leah Aquino
Searching for Tickets
In ServiceDesk Plus' search box at the top, is there a way to search for tickets by date? I know that we can search by the person and other key words, but this would be a nice feature as well.
Report Assistance: Add User to Software per Workstation Report
Hello Community, I have a report that displays which workstations have a specified list of software installed. I'd like the report to also include the User the workstation is assigned to. How can I modify my report to include the users (see query below). Thank you. SELECT systeminfo.WORKSTATIONNAME AS "Workstation", softwarelist.SOFTWARENAME AS "Software", systeminfo.WORKSTATIONNAME AS "Workstation", cisite.NAME AS "Site" FROM SoftwareInstallation softwareinstallation LEFT JOIN SoftwareInfo softwareinfo
Request timespent reports do not generate any report
Hi I tried to extract request timespent reports that available in the list. However, report is not generated and the error message is as per below. I'm using SDP v9241 and MSSQL. Please advise. Thank you. No data available to generate the report...
Changing from Spiceworks to ME servicedesk plus
Dear person reading this, At the company where I work I have been assigned to do research regarding Servicedesk Plus. After a long time of using Spiceworks servicedesk we have decided that we are ready for something new. Before I start the implementation I would like to have as much information as possible about the enviroment to prevent wasting time in the future. The reason I post this here is because the information I find on Google is from 2012-2014. Some topical information would be really nice.
Requester Ticket Visibility - Designing Sites and Departments
How should sites and departments be setup to meet the following needs? 1. Both upper management execs need to see any ticket in their divisions, A and B 2. 3 middle management Program Managers need to see tickets submitted by their staff working on programs X, Y and Z, but no tickets submitted by Execs (Program Manager1 does program X and Y, Program Manager2 also does program Y, and Program Manager3 does program Z) 3. 3 lower management Program Supervisors need to see any tickets submitted by other
Attachment in notification Email
hi, we have attached documents in a ticket, we would like System to send same attachments in notification email to the technichian. I have check in previus threads the SDP feature SDF-38910 , is added to support. can you please confirm, if this feature is added to the latest release. we have SDP Eval on premises, we want to verify this feature.
Attachment in Notification Email
hi, we have attached documents in a ticket, we would like System to send same attachments in notification email to the technichian. I have check in previus threads the SDP feature SDF-38910 , is added to support. can you please confirm, if this feature is added to the latest release. we have SDP Eval on premises, we want to verify this feature.
SDP - email template for lease notification
Hi there, as the subject says. where can I edit the email template for "Asset lease expiry reminder " notification? Thank you.
Query Report
Dears Can You Please Provide me with a query report showing the following Request ID , Created Time , Group , Category assigned Technician , Reassigned Technician , Picked up By , group changed from , group changed to. from date to date. thank you
Can't create task (Nor milestone) dependencies in Project Management Module
I can do that for pretty much every other module, but not Project Management.
Python script - create multiple requests from parent request
Hello, hoping someone could help me. I'm using the script https://resources.manageengine.com/resources/resource/python-script-to-trigger-the-creation-of-new-request-based-on-field-resource-values-in-parent-request to generate child requests using a custom menu action. It's working well, but I need to be able create a second and third request, all adding the notes to the parent request. I've basically just copied the first json creation and json recall code with new variables to ensure it doesn't
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