Servicedesk - AD authentication with DC W2016
Hello to all, we are planning to migrate our DC's to W2016. Could you confirm us that SDP "Pass-through" Authentication is compatible with this SO? Thanks in advance
Receiving User does not have enough privelage to perform the operation using API
Hi, there is an issue using the Rest Api to get a request details. The user where the API key was generated from has SDAdmin role assigned however is getting the following error. Error when getting request details for request - xxxx - Error when getting request details for request - xxxx - User does not have enough privelage to perform the operation Do the permissions need to be adjusted to support this?
Only 500 results Search
When i search , in module search -> Request -> Default search and write a keyword, only shown max 500 results. In can increase this limit ?
Organizational roles in CMDB
Hi, Is it possible to list the organizational roles as CI's in the CMDB? An example for a use-case would be to tie a person with an organizational role as responsible for a server. SDP 9335 Regards, Alexander Nordin Region Halland
Python script to populate request details in associated tasks issue
I found the following script in the resources area: https://resources.manageengine.com/resources/resource/python-populate-request-details-in-task-title-and-task-description I have followed the steps outlined on that page but my task titles and descriptions are not updating at all. I looked at the system log and I find this error when I try to run the script: JobExecutionFailure: jobId:150967; ErrorMessage: java.util.concurrent.ExecutionException: java.io.IOException: Cannot run program "python" (in
Vendor Access
All: We have SDP on a server internally and I need to be able to let a vendor access the software for tickets. What are the options for this?
Requester search not working
Hi, I am trying out SDP 9335 and noticed that the search function for requests does not work at all for the requesters if the language is set to swedish (please see attachments). When set to english, the search works, but you are only able to search for request ID:s. Is there a fix for this? Regards, Alexander Nordin
Restore default change management
I've played with the change module and I would like to restore the configurations I've made back to the original settings...is this possible? Can I revert back to the original state of the Change module? Thanks
Problem saving change templates
Hi, After recently upgrading from 9327 to 9335 we can't save any changes made to change templates. I noticed that this was fixed in 9402 but I want to avoid going through an upgrade again as this is quite a process within our organization. I do need to be able to save changes to templates though, so is there a workaround i can use instead of upgrading to 9402? Regards, Alexander Nordin Region Halland SDP 9335 MSSQL
Notification on reply or on append
if we get a reply on a specific job # the technicians are no logneur altered by mailk
Number of days between created date and current date
MYSQL. Can someone please tell me how I can get the number of days from created date to current date?
Onboarding/New Staff Member
Hi, I would be interested to hear any suggestions. Currently the setup form is configured to go from HR -> Manager for approval however the manager will need to edit some fields to provide information such as access requirements. What would be the easiest way to do this?
preventive maintenance schedule - every other week
Hi Guys, Is it possible to create a preventive maintenance task that only has to happen every other week, not every week?
Enterprise Service Desk
How are is it to move our existing ServiceDesk over to Enterprise ServiceDesk, so we can create multiple ServiceDesk instances for other areas in our business?
Request attribute "Service Request Approver" needs to be checked for several requestors.
Hi I have a need to update a attribute "Service Request Approver" for requestors. Hence I need to update this field for about 300 requesters. Can this be done through mass update or similar?
need help creating tasks so that when task is created for a different group, the Request assignee/group changes accordingly.
We are trying to create tasks on certain Request templates (Computer Load), so that tasks can be kicked off for QC Review (Quality Control Review), and Software Licensing Review. We want the tasks to change the Assigned User/Group to QC Review Group or Software Licensing Group, instead of the initially assigned group for that request.
Active Directory & Workstations
Good Afternoon, We have set up our instance of ServiceDesk Plus to work with our Active Directory system. When a PC is found in AD, Service Desk Plus and Desktop Central will find and report on it. If a PC is removed from AD, it's also removed from both. My question is this. How does it retain any information that you manually enter into it - like warranty and purchasing information? Do you have to store this some place else? For instance, we remove the machine when moved to Storage or renamed, not
Big problem after 9401 upgrade
We upgraded to 9401 february 15th. After that we have big problem with SDP become unresponsive and I must restart service. This happen 1-2 times per day. Database: MS SQL 2014.
How to assign activity project to more users?
We noticed that we can add member to projects and assign them to the activities. Is possible to add Group to projects and assign an activity to one groups of requesters or technician? Thanks.
Filter emails received by technicians
Is there a posibility to filter the email that a technician receives based on Group or Site setting? A technician should receive information about the tickets opened on his site/group and not all of them. Is that possible somehow? Thanks!
Unable to Remote Desktop with desktop central service desk plus
Our helpdesk team cannot remote a computer with Desktop Central using ServiceDesk Plus. Using either Firefox ver. 58.0.2 (64-bit), or Google Chrome ver. 64.0.3282.186 (64-bit), when any of us try to remote any desktop computer with Desktop Central, it brings up a pop-up window trying to establish connection and prompts to install a missing plugin. When you click on the link to install the missing plugin, it takes you to https://www.java.com/en/download/ which Firefox and Chrome do not support Java
Windows domain scan - sync description field of a server
My assets (servers/workstations) are being sync with SCCM. But for some reason the description field is not populated in Servicedesk Plus. Is it possible to sync the description field of a server in sccm to Manageengine Servicedesk plus?
Reorganising categories and subcategories
Hi, We are wanting to reorder our categories and move a few subcategories but don't want to lose the historical data, is there a way to do this? I have read about deleting and bulk editing but I don't know how true this is? Many Thanks
Can someone from SDP help create a report that generate a list of tasks with scheduled start time greater than 30 days?
I need to generate a list of tasks with scheduled start time greater than 30 days under a specific request and specific tasks. Filters: Request Title = Order a laptop Task Title = Equipment delivery from vendor Scheduled Start Time > 30 days
SDP - Contract Management
Is there a way to increase the Minimum Attachment Size allowed? It's currently at 10mb and I don;t see any settings to increase it. Thanks...Jonathan
Error during delete workstation that not scanned successfully
Hi, When I wanna to delete workstation that not scanned successfully Parameter Error: Value '0' passwed for parameter 'wsType' is not in the allowed list / format
Asset Deletion Errors
Service Desk Plus v9330 Go to Assets Select Assets that failed last scans Select one or multiple assets then seledt DELETE from the actions. Errors with... Parameter Error : Value '0' passed for parameter 'wsType' is not in the allowed list / format
Upgrade to 9.4 - views have disappeared
We upgraded from 9.3 to 9.4 (9400 and then 9401) and have found that our drop down to switch between different queues no longer has the support groups listed. Where did they go? Have attached a screenshot of the drop down where the different support groups used to be listed.
Continual need to Clear Cookies and Other Site Data
Why do we have to continually clear cookies and Other Site Data in order to see the Community tab within SD+? We also have frequent [Rendering Exception] messages on some fields/tabs. Why does this continue to happen? It is very frustrating! Anyone else have this happen? What is your solution? Once Cookies and Other Site Data is cleared, I can see the Support page, but have to log back into all my apps! It does not fix the Rendering Issue - have to go rename the Reports folder on the server and hope
Sdesk freezing trying to analyze our Fortigate
Hello I'm trying to analyze our network and Sdesk is failing with several network devices. One of those cases is with our fortigate firewall, basically the analysis process never ends. I checked the log and I see tha S Desk is capturing the information but it doesn´t know what to do with it. I created a ticket 6 days ago and no response from Manage Engine
Redirect to form after requester logged in
Can help to redirect to form after requester logged in? TQ
Service Desk Plus 9.0 login failed AD from Internet portal
Hello, I have a problem with version 9.0 free with AD authentication. Within the local network I can connect but from the internet does not validate users. This started after adding a new user to test and only leaves from the same LAN Network. regards.
Replace $VARNAME$ for person name in Service Approver list
Hello Community, is there a way to display only name in the Service Approver list instead of the field variable : i would like remove the $VARNAME$ to the name of the person only. Best regards, Martin
Reset ManageEngine service account.
Hello, I need to reset Reset ManageEngine service account. Is there a procedure that I need to know or I can just reset the service account in AD, and then enter the new password for the service account on ManageEngine server service console. Thanks
Service Desk - Adding Change section for the End Users
Under the Admin view, there is a tab in the Navigation Menu called Change. I need to add it to the navigation that the end users see. Right now, the end user see home button, Requests, Solutions and Ad Self Service. Is there a way to do this and if yes, can someone kindly tel me how? Please see the attached SD_1 for the User view and the SD_2 for the Admin. Any help is greatly appreciated!
Request resolution time by age tier - A powerful KPI to measure help desk performance
Request resolution time is (perhaps) the most powerful indicator for a help desk to measure its overall performance. This is because request resolution time is directly associated with the efficiency of your help desk. The faster your help desk resolves request, greater is the efficiency. As per the definition, request resolution time is the measure of time taken to resolve a customer's request. It is usually measured in hours. For instance, a request raised at 8am in the morning and resolved at
Service Categories visible in Incident Templates
HI, I have created a list of IT services and Business services configuration items. But they are not all visible in Incident default template. Can someone help me to find out the correct configuration so that the CI IT services and Business services are available for selection Thanks Jacob
Attachment Field
We are looking for the possibility to create user defined fields that links to attachments. This will be part of certain business forms/customer documentation that needs to be uploaded. We will also need some validation on on this to check what is uploaded or not.
Feature Request: Expand associated incidents/requests iframe size in Changes/Problems
The iframe that displays all of the associated requests/incidents for a Change/Problem only displays 3 requests at a time. When you have 10+ (or in my case now, 25+) requests, scrolling the list gets very cumbersome. It makes it very difficult to see all of the associated requests. For the change I'm working on right now, I ended up entering in all the requests into an Excel spreadsheet just so I could see all of them. I would like for you to either increase the length of this iframe or do away with
Ask The Experts - April 5 - Completed
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