How to modify Request Print Prview ?
Hi Team, I need to modify some points in this print such as adding logo, change label, .... Thanks.
ServiceDesk Plus 9328 Released
Dear Users, SDP 9328 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9328: SD-69087 : The Apple push notification certificate is updated in this build. The current certificate expires on October 29, 2017. SD-68971 : Request form hangs if 'add resource' field is disabled in FAFR. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
installing a GoDaddy SSL Certifiacte
I have followed a guide on how to install for GoDaddy https://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-ssl.html but this still doesnt work. I have had to put it on port 8080 as a workaround but my boss wants it changed to 443. Has anyone else had this problem?
SDP IOS Push Notifications certificate expires on 29th October 2017
Dear User ServiceDesk Plus IOS push notification certificate expires on 29th October 2017. Hence to overcome push notification issue, please follow the below steps : 1. Shut down the Servicedesk Plus application. 2. Navigate into <SDP_home>\server\default\conf folder. 3. Download the "SDPProductionCertificate.p12" file from here and paste it in the above mentioned location. Delete the existing file. 4. Start the application. We will include this file as a part of the 9328 hotfix. Regards Edwin
Apply patch over upgrade failed setup
Hi, We recently applied a patch to our ManageEngine SDP trial. During the upgrade, an error occurred. Our setup is on a SmartOS Linux zone. Potentially 2 problems occurred. 1 - The upgrade failed to install correctly. 2 - The trial ran out as the upgrade was being installed. Either one of these, or both appears to have corrupted the patch and I can no longer run the run.sh or reapply the patch. When trying to reapply the patch I get the following error; "You are trying to apply the patch over upgrade
ServiceDesk Plus 9327 Released
Dear Users, SDP 9327 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9327: SD-69035 : Schedule to clean up duplicated Software CIs. SD-69032 : Mail fetching error occurs if the configured keystore file name contains special characters. SD-68973 : Replies sent to the notification mails are not getting added as a conversation if the delimiter is removed from the subject. SD-68280 : XSS vulnerability issue.
Error in ServiceDesk when generating reports.
Good day, I'm new to the community and I wanted to make a query because the SDP is causing me an error when generating the reports (view attach). Note: The upper limit will be applied as 5000 for request module based queries, having selected columns description/resolution and 50000 for other queries. This happen with any report to generate. I commented that I have installed the version of SDP 9.2 Build 9209. I would be grateful for your support.
Critical problem to generate approval by python
Hi I'm Sergi. We have updated to the last version of ServiceDesk Plus. We have some serious problems to generate approvals by python's script. In previous versions all our python scripts works correctly. But now don't work, in previous version we could see in the historials tag if there was an error in script, now not Attach our python script if your wants to try #!/usr/bin/python import sys import json import urllib import pyodbc; file = open(sys.argv[1], encoding="utf-8-sig") data=json.load(file)
SQL query to define technicians aged report
Hello Could someone please help me with a sql query to report all technicians and aged ticket. similar to the below (but rather than group, would like technicians) Technicians name Total Pending Count 0 - 2 Days 2 - 5 Days 5 - 10 Days 10 - 15 Days 15 - 30 Days More than 30 Days Technician ID 1 Technician ID 2 34 0 0 0 0 0 34 Technician ID 3 31 1 0 0 0 2 28
Report
hi i need to create report like this (see attachment). if its possible please help me. i need to make this report from all saturday to friday .
ServiceDesk Plus 9326 Released
Dear Users, SDP 9326 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9326: SD-68936 : Mail fetching error occurs if the server redirection is configured in server.xml. SD-68901 : Unable to create requests on behalf of another user. SD-68919 : Request custom menu is not displayed under the "Actions" menu of the request tab. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
Mail Server Settings
Good day. I create a topic "Mail Server Settings" and it is now working perfect but all of none-grouped email had been deleted. How may I create a separate mail account and alias it to the mail ID? And also, are there still ways to recover those deleted mails? Thank you in advanced.
User Groups Not Associating to Service Templates
Hi, After updating to version 9323, I found that requesters assigned to user groups can't see the service templates associated with that user group. I also updated to the latest version and it didn't resolve the issue. I'm just curious if anyone else is having this issue or if it seems to be only me.
Editing a Timespent Report
Hello, I would like to add the columns Task ID and Task Group on the Timespent Report, is it possible ? Thank you.
SSL Certificate Renewal
Hello, We need to renew our ssl certificate for Service Desk Plus (on premise installation). It an AlphaSSL certificate. Tried to follow these guides but without success (https://www.manageengine.com/products/service-desk/help/adminguide/). Installing SSL Certificate Renew SSL Certificate Installing .PFX Certificate Please help.
Mail Server Settings
Hi All. Good day. Is there anyone who could assist me in configuring the Mail Server Settings? We are using Office365. May I kindly ask, what should I put under the following?: Incoming Server Name/IP Address User Name E-mail Type Port Outgoing Sever Name/IP Address Reply-to Address E-mail Type Port User Name (whose user name to use?) Thank you in advanced!
9326 Issues
Dear Team, We have been faced with a new set of issues after the upgrade, 1. It takes longer while sending approvals for incidents or service requests. 2. Deleting an approval does not change the Request status from On Hold to Open. 3. Users keep getting approval alerts even when there are no approvals pending. Your help is much appreciated.
Installing PFX file for SSL
I have been trying to follow the directions located here: https://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl4 When I do that without specifying the parameters on my install, the SSL works, but when I try to use my exported star cert to install in there and restart the service. I can never get to the server. It never responds and the splash screen on the server just sits there. Is there something that I am missing on this? All of the threads I am looking at are almost
Comments in Approval
Hi, is there a way for the Comments to be mandatory when a user approves a request?
Employee ID
Can someone tell me if employee iD under requestor can be sync to AD attribute employee id?
New field - User and Password Field on Inventory
In general people (Technicians / Engineers / IT Responsibles) save all his passwords in Excel Files with passwords or with specific tools to save passwords like keepass etc... In order to have a good CMDB it will be a good idea, store this passwords with the item Inventory. And only SDP technicians, and depending on what group they belong or not to see this password. A good choice will be the possibility to add users and passwords for each access group. example: one Router User and password
Pin an Announcement
FR to pin certain announcements to the top of the list. There are announcements that are temporarily, announcements that have an end date, and those that are consistently relevant. We'd like to 'pin' the ongoing relevant announcements at the top of the list so it remains the first item a tech or requester might see.
Problem with approvals triggers after apply 3917
Hi Any body use triggers for approvals automation? I have several that work fine before apply sd+ 3917+ update. ( py scripts) After this don´t work and i don´t have any reason. The request history tab has changed and now does not report anything. The trigger does run, I can not find error trace except for a java type conversion warning when I go to record in the history table. Is there anyone who does the same? JCF
Fields and Form Rules are not applying when using change template feature
ServiDesk version: Build 9325 Version: Professional Module: Incident Catalogue / Incident Templates - Fields and Form Rules Short decryption of the problem: When incident template is changed via Change Template field during creation or editing template rules that was created for this template are not applied/processed. How to replicated Issue: 1) Create some rules to hide or show some fields depend on value of other field for incident template 2) Select incident template with rules from Incident
Service desk not responding
Good day, I have a problem, when I loading a letter into the service desk with an attachment of more than 1 mb, the service desks hang. What could be the reason? When SD tries to process the letter CPU Load Process Java on 99,9% Sevice desk has been updated to the latest version. Server service desk Ubuntu 12.04.3 LTS kernel version 3.8.0 - 29-generic Thank you.
Users (approver & non-approver) with the same email for Approval
Hi, we have users in Service Desk that use the same email. User1 is setup as an approver while user2 is not. When a request is created and the approver is user1, the other user who has the same email (user2) also gets a My Approvals notification in SDP Home page. Is there a setup in SDP, where the Approval will only show in the selected user's account (My Approvals)?
Automated Ticket Creation
Hey All, So I'm just playing around with the Automatic Ticket creation and I'm able to get some stuff working, but not others and I'm not sure what I'm doing wrong...here's a copy of the email from our PRTG Monitoring solution that's being sent to ServiceDesk Plus @@OPERATION=AddRequest@@ @@CATEGORY=Operating System@@ @@SUBCATEGORY=Windows Server 2003@@ @@LEVEL=Tier 1@@ @@MODE=E-Mail@@ @@PRIORITY=High@@ @@URGENCY=High@@ @@IMPACT=High@@ @@GROUP=Hardware Problems@@ @@REQUESTER=PRTG@@ @@REQUESTTYPE=Incident@@
Automatic Task Generation
Hi, It is possible to automatically generate tasks in the request for a given criterion (company, site, priority, etc.)? Suppose, as a result of the escalation of SLA, the given level has changed, as a result of which the task for this request was automatically generated. Thanks!
Community and Support Notification Options
Hi, Last week I somehow turned on notifications from Community and Support. Althought it is nice to see all topics being addressed, it is too much. Requests and responses are hitting my inbox at all hours and it is too much. Where can I go to limit updates to once a day or once a week....or....to turn off this notification. Can't seem to find where to do this. Do I have to unfollow the SD+ community to do this?
Relationships - how to automatically link departments
Hi, We import users and departments from AD. My questions is how to programmatically create relationships so the departments link together right up to the Department Head (in this case Jon). In the attached image, Users in the red department (under Rod) appear in the relationship diagram, while users in the blue department (under Grant) appear in their own relationship diagram but while the 2 are part of the same group, I can find no way to link them together apart from manually creating a relationship.
API supported in TFS (Agile?)
What are the best paths to utilize a connection to TFS via an API through ManageEngine to implement actual project flow to include TFS? If this is possible, how well does it work with Agile processes?
Technician field in ticket while making change
Dear Team, When we receive a created ticket that created with wrong category and wrong assignments i need when we try to change the category the technician appear automatic after saving the change could anyone help me ?
Executed Time in resolution Tab
Dear Help desk support, Could you Help me to prevent the Executed Time field from editing by any technician ?
create incident automatical
when user create service request, is there any option to automatical create also incident ?
Best way of returning to a specific page of an Advanced Search results list
Hello, I'm a user of ServiceDesk Plus version 9.1 build 9100. At the moment, I click on the browser's back button to leave a request to return back to an Advanced Search results list. This works fine when there is only one page of results. My issue is that if there is more than one page of Advanced Search results list, clicking the back button from a request always returns me back to the first page of results and not back to the actual page in the results from where I clicked on the request to view
Mail Fetching Fails when automatic reply sent from user
Hello, We are having an issue with Mail fetching for self service fails when there is an automatic reply in the inbox of the self service account. If we delete the email and restart the Manage engine service all other tickets will process until there is another automatic reply. We are on 9.3 Build 9317 Any help is appreciated Thanks Josh
Required Information in Asset XML
I had another topic out here that i think was to specific and wasn't getting a response. What i really want to know is if i want to do a custom import or assets using the scannedxmls folder in servicedesk, what information needs to be contained in that file? I want to use an API to pull some host information to get imported into assets. I can create an XML file from the GET information in the API call. When i tried this it failed to import. my XML file changed to Failed_Hostname#_#serialnumber.xml
query report createdtime
hi i need to make query report from 2017 -10- 14 to 2017-10-20 how write this in report ?
Auto Fill User details on ticket creation
I have SD linked to AD with SSO, users login with their AD username and password but when they open a ticket the field "name" is empty. Is there a way to auto fill the users details when they try to create a ticket?
User Survey
Hello, I need to create a number of different customer-specific polls for assessing the performance of technical support. But I did not find the opportunity to create several categories of Questions and Satisfaction Levels, for example: 1. Poor-Good-Excellent 2. Yes-No-Maybe That I could create several variants of polls and assign to each different variants of Satisfaction Levels ... And as options for choosing the answer, drop-down menu, text and so on. Is this feature present in the SDP or is it
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