Custom triggers - what is the definition of edit?
Hi everyone, I am trying to create a custom trigger for requests that will trigger automatically when the Status changes to Open. These requests have an approval process in place and before the approval has been given, the status will be initially placed On Hold. To do this, I have created a custom trigger that will be triggered on creation and on edit. I can see that the script runs when when the ticket is created but when the status is changed automatically to open after the request has been approved,
Unable to share requests
Hi, We have a team of around 20 IT staff and most of us can share requests with other people but a few can't and I'm not sure why. Is there a particular option that is not enabled for them (see attached)?
Create report filtering for approver
I want to create a report for one of our managers for tickets that he was approving or denying. There is no filter option for that, only for tickets that are approved or denied in general but not by whom. Is there an option to report tickets that are approved OR denied and also filter for one specific approver?
Security warning received
Hi, We received a warning of a vulnerability with SD+ 9328 and earlier. Is this genuine and should we seek to upgrade immediately? Note, email content below: Hi, This is a security advisory for ServiceDesk Plus customers using versions 9328 or earlier. You are advised to upgrade to the latest version 9400 to fix the security vulnerability described below. Issue & Description: ServiceDesk Plus had a vulnerability through which it was possible to upload files using an unauthenticated servlet. This
[Tips & Tricks] Keep the menu lean and clean
Hi Folks! This time I'm here with yet another tech tip that will enable you to effectively utilize ServiceDesk Plus. Scenario: In one of our customer's environment, I found that they were using a huge list of 60+ Incident Templates. It is well constructed and simple, however, the IT hasn't published it to the Requesters (users). They feared if it is published to all users, they might be confused with such an elaborate list of templates as not everyone has to see all of it. If everyone has access
ServiceDesk Plus Mobile App Not Working Externally
Has anyone manage to get the iPhone or Android app working outside of there network that the service desk plus server is running on? I'm running Service Desk Plus 9.3 Build 9333 and would like our Tech's to be able to access the service desk out on the field with there mobile. We have service desk sitting behind a firewall & netscaler which is forwarding on requests for our service desk on port 443. Visiting our site externally works fine (https://servicedesk.example.com) on both mobile and computer.
printer snmpv3 error. cannot connect to snmp agent
Hello. I am trying to use SNMPv3 to scan a printer. I have created an snmp v3 account an filled in all the necessary information such as snmpv3 accountname, Context name, authorization, encryption to match the printer snmpv3 setting and when I scan I got an error. "Cannot connect to svnmp agent". This is a printer and not a windows device, and I don't think an agent is needed. Thank you for your help. Note: I test snmpv3 on Solarwinds, and Paessler snmp test tool and the result was successful.
i want to change my user interface
I need to align the column fields on the requester page pls can anybody help? thanks
Site is not appear when import from active directory
Dear Sir, When I import the user from active directory, Site is not included. I put the office field in active directory "site name" which is already created in MSP. Other fields appear in requester such as mail, phone, department except site. Please help me how to do to appear site ? Thanks in advance.
Requesters with no site name
Hi, I have recently changed our companies site settings to "copy Default Settings". Upon changing this setting and editing business rules, technicians, and so on, any request coming from a requester is going to the default site. The requester is not assigned to any site name in order to redirect the ticket to any specific site. Upon looking up the requester from the "requester" area, I realize that the requestor is assigned a site name, but its not showing once he/she opens a ticket? Any advise on
I see that you can add custom status for requests but it appears you can't sort by the custom field.
For example I added an "Waiting for response" status and set it to stop the timer assuming I could make a custom view based on Status but it doesn't seem possible. I would like a sort that includes My Open, Waiting for response, or Unassigned. Am I missing something?
Custom Action for create a Change from a request?
Hi All, exists some custom action (script or any method) for create a change from a request with the request data. thanks.
Requester Questions
How do I load a requester csv file without; Loading a password because the requesters do not use the portal? Without creating new requesters if the requesters already exist in service desk?
New Incident Templates not showing to users
I have an issue where any incident templates I create even when allocated to all groups in 'Show Requested' and even without it being turned on. I am not sure what else to do? I am also on the latest version too.
Raising Service Requests
Hi there, I have two questions regarding non-admin users raising SRs in SD+. When raising a new request, is it possible to have an optional cc (carbon copy) option so that other people can see the SR being raised? Also, there doesn't seem to be the option for regular users to forward requests as there is with admin users (see attached screenshots). Can you advise?
9400 Change Mangement
Since update 9400 the Change site are empty (grey Background) no changes are seen. Only the calendar on the left is seen. What can i do for seen all the Changes befor update to 9400. Thanks for your help
Disable reopen request only after closing request
Hi Is there any method to disable reopen closed requests? requester can reopen request only in resolved status. Regards Hamid
Serious Flaws Affect Several ManageEngine Products
Hello This is my second attemtp to create topic - I know not good for You topic - but why someone without my permission deleted my previus? So Again - According to Security Weeks SDP and other tools are volnureable - My SDP tells me that latest version is 9.3 kompilacja 9335. Is it patched and save? I know that on link is mentioned 9400 - how to download it? Reagrds Slawek
Upgrade from Manage Engine Service desk 9.3 Build 9334 to 9400 - Windows Service Faliure
Upgrade from Manage Engine Service desk 9.3 Build 9334 to 9400. Upgrade went smoothly nut Manage Engine service cannot be started. It's keep on stopping. Any Solution ??? Form recent past onward Manage Engine Service desk become unstable risky i have encountered issues 03 time on three different version upgrade by applying service packs. Need to look this in future.
Approve request with one approval from two approves
Hi, I have two approves for one request. I want to confirm the request whenever a approver confirms the request and there is no need to confirm the second Approval. Is there any solution? Regards Hamid
Schedule a status update for the resolved status
Hello, I am looking to see if it is, or will be, possible to set a schedule for a ticket to close after a time period when it is set to the resolved status and the user has not closed it. For example, I have a message in my notification to the user when the ticket is resolved. It states that the ticket is resolved. If you are not satisfied, simply reply to this email. If you are satisfied please close the ticket. If you do not close this ticket it will close in 3 business days. Can this be done?
Associating documents to templates
To simplify our work flows, we are looking for a way to preload documents (Word, Excel) into our SDP templates so that the technicians do not have to retrieve the documents from a different system. How can this be done?
Description Field size in Request Template
I understand that the description field is a static size. We're looking to reduce this size vertically so it's more compact. Is this possible? Thanks!
Spacer field type and Label control for form design, field layout problem
I have an idea on making a service request form to fill in a lot of fields for vendor creation. The following feature on form customization is highly desired: 1. Spacer field - to separate sections of fields to make the form more readable 2. Label field - static text as instruction for users to fill the form 3. Attachment mandatory + multiple (optional) - Instruct users to submit their forms with appropriate multiple attachments Also there is a problem for <empty> field: Consider the following design:
Can the resolution notification email be modified in ServiceDesk Plus?
We would like to add a few lines to the default resolution notification email requesters receive. Is this possible and how/where can it be done?
Can I hide irrelevant fields on the notification email?
I have an IT Request Form and based on a series of drop-downs, different fields appear (see attached). For example, if you selected New Hire, then fields such as Start Date, Manager, Position, etc. appear. If you were to select Termination, then the Discharge Date appears. So my question is, I don't want all the request form fields to appear on my notification email, JUST the ones that have been filled out. Is this possible?
Project Features to Add
Couple of requests to add features into the project piece. * Allow to link multiple changes to a project instead of limiting to just 1 * Either as part of the project template or as a different item, it would make sense to be able to pre-populate the members of an individual project as a group. Either add members section to the project template or group a project group that you can select when creating a project. * Expand the Project Template to include default tasks that are to be assigned to
Create tickets using a script and PowerShell?
Good afternoon, I need to create 20 tickets every two days in Service Desk, is it possible to do this operation using a script and PowerShell?
New Service Category and Service Request are hidden
Hi everyone, I'm currently working on SDP MSD 9.3 build 9335. I have the current problems working with services: - how do I disable the default Service Categories so that they are not displayed on the portal ? - when I had a new Service Category, it's hidden to the users from the managed Account (Foobar and ACME). I don't see any check box related to "enable/disable" category or any "access right" section. What am I missing ? - when I create a new service request that is available to a specific Account,
ServiceDesk Plus 9.4 framework enhancement released
Dear Users We are glad to announce the new version of ServiceDesk Plus - ServiceDesk Plus 9.4 framework enhancement released. This release does not bring any new features. However there are couple of enhancements and behavioural changes that has been introduced. This upgrade removes the jBoss dependency from the framework, reduces security risk with jBoss, increased performance and quicker startup. MYSQL will no longer be our supported database. Users who have used our SCCM plugin has to reconfigure
How to sync assets with Desktop Central?
Is there a configuration in ServiceDesk to sync assets from Desktop Central? To clarify, any computers added or deleted will sync in ServiceDesk and pulls information from Desktop Central.
Restrict technicans
Hey Is there a way of stopping certains technicans from viewing other incidents? Example. We have setup a rule so that anything sent to @test.com is left unassigned for a group of technicians to assign. We have setup a rule that anything to @test123.com is auto assigned to the technican test123. They will then assign this to technican test1234. Can we stop test123 and test1234 from seeing incidents that have not been assigned to test123.com? Hope this makes sense.
A reality check for your ticket resolution times
On a regular day, a faulty telephone line is not a critical issue. But, on the day of an important customer call, it carries a higher priority because it can damage your business relationship. This is why prioritizing tickets and conforming to the resolution time defined for each priority is important. A "Priority-wise resolution time" report helps you keep track of both. It shows the average time it takes to resolve tickets of different priorities. Using this report, it is easy to visually compare
Integration with Desktop Central broken after upgrading to SDP build 9400
The integration with Desktop Central breaks after upgrading to SDP build 9400. SDP will report that the Desktop Central and MDM services are not running. Even after regenerating the API key it will fail to connect.
Query excel date not showing correct
Hi, we are using the servicedesk module. I am grabbing the data from a query that I made through the reporting tool in managedengine. When I run that query in excel. everything comes through just fine with the exception of the date. It just come across as a 13 digit number. I am using Excel 2016 and the number is random but below is an example of the number minus the quotes. "1516904434148" Below is the query I am running... SELECT "wo"."WORKORDERID" AS "Request ID", "aau"."FIRST_NAME" AS "Requester",
OU selection on Active Directory Import ignored?
I have set up a scheduled AD import but when I look at requesters, it includes many AD objects that are not in the OU selection I made when creating the import. For example, there are objects from OU "Shared Mailboxes" which are created as requesters. This OU was not ticked during import. I have deleted these requesters manually and then the next morning after the import has run, they have reappeared in the requesters list! Any ideas? Thanks
Trying to populate custom field with Work Order # using a script
Is there a way to populate the Work Order number into a custom field using a script? So far I am unable to figure one out. I can only populate the field with a set text. Any ideas?
Creating request open and close report
Hi there, We need to produce a weekly report of requests that are created and then closed by a particular Group. i.e we want to know that over the past seven days, 89 jobs were created and assigned to a particular group and 68 were closed by that group. Is there a way to do this with the custom report creator?
Upgrading from 6330 to 6335 problem
Hi everyone, I have upgraded 2 installations of ServiceDesk Plus and I have same problem on both. When I access as "administrator" blank page is displayed. I can login with any other users. Are there anything I can do to solve it? Thanks.
Question about FCR (First Call Resolution)
FCR refers when the technician resolves the ticket of the first visit or that does not pass it to another technician. SDP does not know when that ticket happened to another technician and the option of FCR continues appearing. That call that pass to another technician or level can no longer be FCR. But the option continues to appear. I have many questions with this very important option to set KPI and metrics.
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