Editing templates for CI Types in Asset Module
We are using Professional version. Is there any way to design, change existing forms/templates that CI types are using ? Like Access Points or Storage etc. I would like to add some fields. Access Point CI type form = (Asset Details) don't have IP address field that we want to use.
Categorisation or assignment of additional fields in asset management module.
We are using many custom fields related to asset information but i'm not aware of option how to enable or disable them to specific types of Assets like Switches, Access Point etc or modified default one. I would like to request to either have feature that will allow customize default templates/forms used by CI Types or have some was to control additional fields assignment to specific CI types.
User imported with the LDAP cannot connect to SDP with the sign "№" in the password
User imported with the LDAP cannot connect to SDP with the sign "№" in the password
Hide Resolved status for one role
Hi everyone! I need to hide or denied to set field status "Resolved" for one role and one template. Case: Our developers team must set status "Testing" after done the request. Now they also can choose status "Resolved". Need this feature to one template "development". I try to make it different ways: 1) On form load, execute script: if( ($CS.hasRole("SD_Developer"))){ $CS.removeOptions("STATUS",["Sprint", "New", "Approve","In next sprint","Closed","Denied","Resolved","RFC"]); } It's working only
Hello I'm looking to build a report that will show upcoming sla that are about to violate.can you send me the query that would help with this. Build 9.3 Build 9304 database Postgres
Upcoming SLA breaches
Query Report - Requestors who have never placed a ticket
May someone help me with creating a query for All requestors who have never placed a ticket?
Service Desk Plus Confidential Requests
Hello, Is there a way to make specific requests confidential so that only the technician assigned or group assigned may see the request? We have HR confidential requests that we would not want anyone else to see.
Query Report - most entered tickets
Can someone help me write a query report regarding, "Most Entered tickets by Requester"? It will need Requester name, Location, amount of tickets, and be able to be done from certain date ranges. If possible.
Other HelpDesk solutions integration
Good day! We need to integrate several helpdesk systems. We will use ServiceDesk Plus on our side, our partners have other helpdesk systems. All of them are able to use rest-api. We need to transfer incidents between our ServiceDesk Plus and the helpdesk systems of our partners. When performing actions with incidents in our ServiceDesk Plus, it is necessary to perform automatic rest-requests to transfer data to our partners' helpdesk systems. From the documentation it is clear that I must use the
Recording time in Projects
If I associate SRs with Projects, does the time spent on the individual SRs get recorded against the overall time of the project?
Menu Tabs
Hi there How do you change the menu tabs from Icons to Text? SDP was successfully patched to v9.2 build 9231 this morning in our organisation. The "Reports" and "Community" tabs have changed from text to icons. Please advise how to change the tabs from icons back to text?
error mail
we have changed the exchange server to zimbra and when configuring the incoming mail options it gives us an error. On the other hand, outgoing mail works perfectly for us.
Fail to reply issue due to mail server setting
it worked before but when we change to office 365 setting it always.
Reports
Hi Guys, I am new to ME and hence this request. This might seem a bit trivial but here we go. I am struggling to create reports: 1) all open cases 2) breakdown of all cases open/closed, agent wise Can anyone out there advice on how to write/manipulate a query to get the above results? Many thanks Raj
Alert technician function not work.
The function "Alert technician by e-mail when a request is assigned" is not work. No any mail send to technician. But "Alert group members by e-mail" or reply Mail to Requester is work fine. Is there any log to troubleshoot this issue? Thanks.
Closing of Request by Requester
Hi, can a requester close his/her request that is not yet resolved? For example, they want to cancel their submitted request,. Is it possible for a requester user to close the ticket?
Incorrect time in the execution of the Request
The service desk has a working time from 9 am to 18. The SLA urgent plan is configured with an execution time of 1 hour. If an request arrives at 6 pm, the time of its execution is postponed to the next day and is set to 9 am, but must set on 10 am i.e. the engineer must start its execution at 8 am, but this is not working time, and request is considered to be overdue. Where can I fix this setting? Time on the server is correct. Sevice desk: Our version : 9.3 Build 9301 Data base : postgres Server
User imported with the LDAP cannot connect to SDP with the sign "№" in the password
User imported with the LDAP cannot connect to SDP with the sign "№" in the password
Work Logs
Hi, I am writing a report outside of the web interface and need to report on Worklogs. Can anyone tell me what table the worklogs are in? Also, what table are they for archived requests? Thanks!
How do I create a field that has the list of users as its dropdown list?
How do I create a field that has the list of users as its dropdown list?
Incident Template assistance
SDP On-Premise Version 9.3. How do I make an incident template inactive? Can't find an option in the Edit page
Change Management - Requester View
Is it possible for Requesters to see what Change Requests have been logged in their name and see the current status?
Service ServiceDesk failed
Hi, we've got the problem: ManageEngine ServiceDeskPlus 9.2, build 9200, database MSSQL. The service works unstable. It can work, for example, 10 days stable, than on 11th day the service stops. During starting the service we get the message Application Layer Started .............. . In logs we see next: INFO | jvm 2 | 2017/11/09 14:53:24 | java.lang.OutOfMemoryError ERROR | wrapper | 2017/11/09 14:53:24 | JVM exited unexpectedly. STATUS | wrapper | 2017/11/09 14:53:30 | Launching a JVM... INFO |
SD+ Portal Usage window
Hi all, Does anybody know how to hide the Portal Usage tab from the SD Portal? See attached image
Report for tickets pending approval
Hi, Will it be possible to generate a report for all tickets pending approval with the following details: 1. Request ID 2. Subject 3. Category 4. Group 5. Email of Approver Our status is "Pending - Request Approval" and running v9309 on MS SQL. I need this report as there are a couple of approvers that are receiving reminder notifications even though they are claiming there are no tickets showing up on their dashboard.
Non IT Asset-like for Document forms
wold like to built a set of forms that act like non-it assets. Each Type of Form would be a different CI-Type. Each Form can be linked to assets and requests Request can have ability to use script to create put information in and pull information out of a form. examples. Software Description - list of who does what with software. Exemption form. - track non-standard software and configurations.
Preventive Maintenance Schedules Are Empty / Blank
We are running SDP 9321 with MS SQL and I went to maintenance a preventive maintenance task and noticed that all of the schedules are empty/blank. I changed the schedule for one of the PM tasks, hit save and then went back into the PM task and looked at the schedule. The schedule is still empty/blank. Is this a known problem? Thank You, Craig Rice
SSO Not Working in 9326
Logs shows users is successfully authenticated but is still redirected to login page. Logs attached. 2017-11-08 08:22:23: HttpSecurityService: calling chain.doFilter 2017-11-08 08:22:23: NETLOGON: domain trusts cache info refresh in 297907ms 2017-11-08 08:22:23: NETLOGON: NetrSamInfo2 groups count: 104 2017-11-08 08:22:23: NtlmSecurityProvider: NTLM2 Session Security was not negotiated 2017-11-08 08:22:23: NtlmSecurityProvider: Acceptor negotiated NTLMv2 2017-11-08 08:22:23: NETLOGON: domain trusts
Survey depending on Support Group
Is there an update on the enhancements for Survey Module? Currently we need it to be sent automatically but only for specific groups. There is currently no exclude option for this.
Latest user guide
Hi, With all of the version updates recently which have added new features, I was wondering if there was some up to date documentation/users guides for Service Desk Plus which reflected this?
Windows Domain Scan
These i had try few days, but it´s not function. The permission it´s from the domain admin, the domain-controller it´s correct, WMI + DCOM + COM it´s on all machines active, but if i want to scan it always shows that the permission are not enough. It´s that an bug or why it´s maybe not function? Thanks Toby
Exchange 2010 (on-premises) + connectors - mail-server not function
Maybe some people know the solution. We have one exchange 2010 with smtp/pop/imap connectors. If we try these with normal client i´ts function. But with the ServiceDesk Plus it´s doesn´t generates tickets. If we click on the mailfetching troubleshooting button, we gets only one blank site. I hab spent over four days, but i not found the problem, why the program ServiceDesk Plus not received and sent e-mails. First i follow the manual, but it´s not function, then i check the permissions in AD, Exchange
Survey Report by Support Group
Is there a way to create a survey report based on support groups in requests? we use two totally different support groups, and since we can't create two sets of survey questions per support group, next best thing would be to have a report that separates the two.
Technician unable to login in
Hello, After upgrading to build 9326, we have a technician who cannot login to ServiceDesk. We have refreshed his internet setting in Internet Explorer and he still gets the error. NTLM Failing: Redirecting To Login Page. He enters his username and password and it fails. We have the SSO setup. Other techs are having no issues connecting. We have tried opening ServiceDesk in Firefox and Google Chrome and same issue. Thank you.
Scheduled reports with no data
I like to create scheduled reports that go out periodically for various things and i was wondering if it was possible to suppress reports that contain no data so i am not spamming people with scheduled report emails for empty reports that contain no data. I have tried adding "No data available to generate the report" to my spam filter hoping it would catch the outgoing report and block them but that did not work.
Yesterday attachment cant' be open
Hi, i'm newbie in using SDP. for the master of this service can you help me solve my problem. my problem with sdp is when i try to download yesterday attachment's can't be downloaded because the file not found because i just migrate the DB from PostgreSQL to MSSQL. For Example : 2 days ago i try to open an attachment when the request happen by 7 november 2017 but i still don't understand till now about the solution. Ps: please contact me to pratamarezaadhitya@gmail.com if u know the solution about
User created request, techs are not notified.
So I have had no luck getting this to work. Right now, email works fine, if i email in a request the outbound email goes with no problem. BUT, if a user creates a ticket, none of my tech's get notified. I have "Alert the following technician(s) by e-mail when a new request is created." Selected, and the 4 techs I want to be notified in the list, but nothing ever happens. Is there something I need to change also. please help. I am on my 30 day eval, and would like to get this setup so i can show my
requester report - query support
Hello, We want to report requesters login statistics to montiroing web interface usage of SDP , Could you please help ? Regards Ertan Gökalp
SSO with Google
Hi community, there is any way to use the Google login and password to logon into SDP?
Setting Logged-In Technician Name on Form Load Stopped Working
After the last two updates were applied the $CS.setText("TECHNICIAN",sdp_user.USERNAME); script on form load is no longer working from within the incident template. When you select a custom template from the drop down menu it is no longer loading the logged in users name into the technician field. This is working fine when you select a custom template from the request catalog drop down menu. I've tried the following to resolve the issue: Delete and recreate rule. Clearing browser cache Logging out
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