Finding Merge Tickets With Search
After upgrading to SDP 9.321, user are not able to do a search and find a merge ticket. In the previous version they could use the search bar and it would find the merged number in the ticket history. Is there a work-around to finding merged tickets? Craig Rice
Support Group without a Site
See below - these are some of the Support Groups we have configured under a Site named "Barcelona - Plaza Europa" If I open up "EU Access Management" there doesn't appear to be a Site associated, even though its listed under this Site. If I edit the Group, it shows as "Default Settings". There is also no way of me correcting this, as this is just static text, and not editable. However, it is not under the Support Groups if I check "Default Settings" All of the other Support Groups under this site
Unable to view Archived Requests
When viewing archived requests, users are receiving an error message: Fortunately this does not occur in our TEST environment so we were able to view the correct content. Any ideas why this would happen. Both environments are configured differently (Production: v9320 TEST: v9317 - MSSQL).
Reports
I need to run a report that shows me what changes have been made to workstations from one month to the next. Examples would be assigned to a new user, or go from in repair to in use, etc.
TAB Order on Default Incident Template Changed After Upgrading to 9321
The tab order changed on our default template after the 9321 upgrade. It would be nice if the TAB could be controlled on templates (SDF-40581). Now the cursor jumps from the top of our default template form to the almost the bottom of the incident form. Thanks, Craig Rice
Scanning dual boot OS
Hi all, We're trying to scan machines with dual OS (MacOS with BootCamp), however, only one OS at a time is getting scanned by the system, Is there a way that both OS will be scanned? We've already tried changing the serial number on Asset records, however, when the system performs scan the hostname gets changed to Hostname_old format. Is there a workaround for this issue?
Any way to hide "Zoho Creator App"?
Hello, Any way to hide "Zoho Creator App" in ServiceDesk Plus top bar? We have ServiceDesk Plus 9.3 9322. Thanks.
Ability to create an asset label from the asset
I know we can create barcode labels from SD but i would like to include additional information onto the label, for instance owner, location and PO number Is there a way to do this? I would prefer to be able to do it from the asset form rather than running a report for one label.
Is there a way to see the query behind the reports in Manage Engine
Dear Community, I hope you can help me out here. I have an urgent need and I hope you are able to help. In our organization we have a problem, we have so many reports that are there, and since I assumed the role I want to make sure I clean that up in order not to put load on the system. The number of reports is very high. These reports are on the service requests and incidents created for the various business departments. I need to see the some information about the report, e,g. the query (filter)
Printing a Request defaults to 2 pages
Build 9320, just started happening "recently". In a Request, Actions | Print Preview, un-check all except Request Details. preview shown about 1/2 page but shows will print 2 pages. See attached. Anything we can do to change this? Thanks
Tickets not closing due to undetected subcategory
Just upgraded from 9320 to 9323 so I'm not sure where the problem is, but I've got one. Typically, to close a ticket I go to the Resolution panel, enter my info, then set it to Closed when I Save. Now, it will save my Resolution text, but the ticket stays open with a message that says it cannot be closed without a Subcategory. Subcategory is a required field, so the ticket wouldn't be created without it. When I go back to the Request tab, the Status is still Open, even though there is a Subcategory
Web Remote Connection not working
We just upgraded to 9323 to try out the new Web Remote Connection feature. Whenever we launch it, we get an error: FAILURE: General failure while performing the operation. Any ideas of what is causing, or how to troubleshoot? Thanks.
Report with techinician details
Hi, I need a report to extract how much time every technician worked on a request. These informations are already in the details of requests (see attach), but I don't know I can extract it. There is a query or a report I can use? Built 9124 DB: MSSQL Best regards, S.
Solutions module - relationship between Solutions records and CIs
Have a field in Solutions records that identifies which CI(s) the Solution applies to, "Applicable to CI(s)" Then incorporate that CI name into "Keywords" automatically for the Search feature.
Problems module - Making the Known Error more robustly linked to CMDB
Creating additional fields in the Problem record for managing Known Errors: - identify 'Related Solutions' records (not just the one Solution record posted via the Problem record) - identify 'Root Cause CI(s)', which create a relationship with the CI in the CMDB (then flag this relationship in the CMDB Relationships view with a small indicator that the CI has Known Errors) Problems module custom view that pulls Problem records identified as Known Errors
Restricting a field in the bulk edit window
Hi, We've introduced an additional field in our Incident template called "Fix Code". It's a drop down menu that has about 90 entries, and the contents of this list change depending on which ITEM you select when categorizing the ticket (it does this by executing a custom script in the Field & Form rules) So for example, if you pick the Item = "Email Admin" You get a choice of the following Fix Codes: Permissions amended Divert added / removed DL amended DL Created Owner amended OOO Message amended
Worklogs no longer showing carriage returns
Hey Folks, After our latest bout of upgrades (Bringing us to 9.3 Build 9321) we noticed that worklogs are no longer showing carriage returns placed in the worklogs properly, leading to some very oddly formatted text. Is there a secret option I have missed that would change the display back to showing carriage returns? Cheers! John
CAB Approval custom trigger powershell
Hi, Does anyone have an idea of creating powershell script for custom CAB members based on change type. I have a python script but powershell is what is required. thanks, JS
Unable to fetch the user defined field in message template
Hi Team, One of my client is unable to fetch the user additional field value in the email notification though the the additional field is been update successfully on the requester detail page. Any help on this is really appreciated. Attached is the screenshot. _R
Behalf of Field
How do I activate the "Behalf of" field in Service Desk Plus? Regards, Craig
Adding fields to the Incident Management template
Hello, is there a way to add additional fields to the Requestor details within the Incident template?
Happiness Graphic
I really like the happiness graphic that you guys use, and wonder if there is any way you might consider making this a part of SDP. It could be on the user's login page when the first login, and be pulled from the user survey data. Customer service is important to us, and this transparency belies our commitment to it. I know that your company feels the same way, I would love to be able to do this!
Change Contract Status
Is there a way of changing the Contract status, I would like to be able to change a contract to cancelled rather than just letting it expire
Get CI by ID using the /api/cmdb/ci API
Is it possible to use the "cmdb/ci" API to get the CI info (using the "read" operation) based on the ID returned after creating that CI with the "add" operation? If possible, what is the name of the field to be used (ex: for getting a CI based on the name the "CI Name" field is specified in the criteria, as specified in the documentation) More info: after creating a CI, the response looks like <Details> <records failed="0" success="1" total="1"> <success>
Can I get an asset info based on its ID, and not its name, using the API?
If possible, please give an example using the asset id (CI ID), similar to https://www.manageengine.com/products/service-desk/help/adminguide/api/cmdb/get_ci/get_ci_details_filter.html Thanks in advance!
Line breaks in Work Log Details are displayed incorrectly
After updating from Version 9.3.1 to 9.3.21 we have a problem with all Work Log Details under Request -> Tasks In the Work log Details overview the line breaks are displayed as "<br /><br />" and thereby all the text is shown in one single line. Someone else has ancountered this problem ?
Preventing the email fetching engine from stopping
Hi all, I've had the fetch engine stop twice for no apparent reason and it appears that there is nothing in the logs to indicate an actual fault. Is it then possible to prevent the fetch engine from stopping? If it ran as a service, we could have it restart but guess that's not an option. Its worrying because that is the most important part of the app...... Thanks
update from 9.2.34 to 9.3 top menues gone
Hi. Our server is in 9.2.34 and we want to update to 9.3 First I wanted to upgrade directly to 9.3 from this file I've downloaded: ManageEngine_ServiceDesk_Plus_9_3_0_SP-0_1_0.ppm But it said this patch is for 9.3 versions. so I first use this patch to upgrade to version 9.2.38: ManageEngine_ServiceDesk_Plus_9_2_0_SP-0_38_0.ppm and after that I upgraded to 9.3: ManageEngine_ServiceDesk_Plus_9_3_0_SP-0_1_0.ppm After that all top menus are gone and cant do anything. what's the problem? server log:
Auto select Site and Group based on Technician
Tried asking this before but got no response. Is there a script available that would choose the tech's group and site when the tech chooses their username from the list of techs in a request? TIA
Which License file to apply to Test Server?
I'm in the middle of setting up a test environment for some update testing but I wasn't involved in the initial set up of the software. I understand that I can apply my existing license file to the test environment but I'm not entirely sure which file in the License folder it is. Also, should I copy and paste the file onto the new test server or load the license file from the live environment?
Worklog summary on all modules
Hi! I found and modified a very good script for summarize the work for a technican in the different modules. I would like to have a summary at the end. Is it possible for you to help me with that? The things you need top change for "your" wanted output is the technicans name and the date range: FIRST_NAME='My Firstnamn and my Surname' <from_thisweek> AND ct.CREATEDTIME <= <to_thisweek> Thanks in advance! SELECT ISNULL(wtk.WORKORDERID , wo.workorderid) "Module ID", 'Request' "Module", MAX(ISNULL(wo.title
Requester List 'Actions'
Can you add the following to the 'Actions' button on the Requester List page? 1. Mark as Service Approver 2. Able to See all Requests It's a pain having to edit 500 people 1 at a time. Or is there an easier way to do it?
Variables in Tasks
Hi, is it still not possible to pass variables from a parent ticket to child tasks created automatically? Thanks.
Change Available Date Templates
hello I want to make reports and use default period time,but i should Change the monthly period, for example from the fifth of each month until the fifth of later month. Is There any way to change this period time and save as new date template??? Thanks This month - <from_thismonth> - <to_thismonth> Last month - <from_lastmonth> - <to_lastmonth>
ME application on cloud
Hi Team, We used ME products since more than 4 years, now all our applications are integrated with on premises AD which is located on remote location. Now we are planned to upgrade our infrastructure on cloud like MS Azure. We planned to moved all our application as SAAS, as a part of it also want to moved & integrate our ME applications with Azure Cloud service. Is it feasible to moved all our ME application without any issue or minimal downtime. ME application we used 1) OS Deployer 2) Desktop
"In-Reply-To" and Zendesk
Hi there, We're having a bit of issues with a client that uses Zendesk, so I figured I'd try the forum to see if someone might have a suggestion/solution to the issue we're having. The problem is that answers to new issues between the two helpdesk systems get put under old issues/threads, first on their side and then on ours as the old issue thread on their side still contains the ##<issueID>## in the subjectline. The client contacted their support for Zendesk that pointed out that the incorrect
How safe is it to remove Advanced Analytics and add it again?
I think the password has changed and AA no longer talks to SD+. Too wary of these products to just remove the set up and add it again. Has anyone done this? It wont affect the SSD+ database if I do will it? TIA
A license for additional technicians
I would like to request for a license for additional technicians. We're currently licensed for 20 technicians. How do I request a license for this additional technicians? We're using the free version. We need to add 15 technicians to the system.
Emails to Notify
Hi, Is there a set-up for Requester's Emails to Notify field to populate whenever they input on the field like the Technician's access? Thank you.
Report with date created before last 1 week
Hello, can you help me to know what is the correct Date Filter in the Report to run a weekly report where I get the tickets that are in Open status but these were Opened less or equal the last week ? Thank you!
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