Dtabase schema documentation
Hi Is there anywhere I can see the database schema to help me construct mssql reports? The schema buttons on the query editor are often limited in what they show. Thanks Chris
Data connection to Excel
hi i'm trying to connect excel to SDP's database. I managed to setup the connection on excel but i am now presented with a window in excel requesting to Select Table now, there are 100s of tables there and i am not too sure what to select. what i need basically is an entire dump of all my tickets in excel which i can refresh as and when i need it. So table so i select?
Incident/Request Additional Fields - Multi Select
When I create Multi Select Fields in the Incident - Additional Fields, I can't figure out the sort order. It's not in the order I added the items, it's not in alphabetical order and it isn't in the order of when they were added either. Is there a way to force a sort order? I don't want to put numbers in front of it. It's going to be confusing to users in the order it's in now. Any ideas?
Change request workflow
I am creating change templates for maintenance tasks. How can I change the workflow so it skips the submission approval stage and make the Planning fields mandatory (e.g. Roll Out Plan, Backout Plan, Check List, Downtime)?
Support group name issue
Hi, After upgrade to version 9.3.19 we are facing issues when trying to change the request view in internet explorer. Support groups names with special characters (like ç, ª, é ) wont show the request list
Self Service not generating ticket for specific user
Hello, We have one user (That we know of) that the system is not creating a ticket for when he sends a request to our self service address. The logs show : [12:54:14:606]|[08-11-2017]|[com.adventnet.servicedesk.mailutils.MailProcessor]|[SEVERE]|[125]|: Email is received from a new mail id : User@ourdomain.com. Configuration is set as NOT to receive email from new email addresses. Hence going to return null for user id.| This is not a new user and they could create tickets without issue in the past.
ServiceDesk Plus 9319 Released
Dear Users, SDP 9319 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9319: SD-60611 : Timeout issue occurs while importing large number of users from LDAP SD-47313, SD-66129, SD-62175 : Cursor is not placed in the "to" field or the "description" field when we hit the 'reply' button in requests. SD-65711 : "Change Password" option is available for users who have logged using the AD authentication. SD-66772
Problem whit ticket in SDP
good day, I have a problem... in SDP have a ticket what when are search, only view the screen white... There is a way of erase this ticket. the number is 108719 thanks for your help...
Sharing a request with a different Support Group
Hello, We have a team that is supporting multiple vendors (they each have their own support group). The problem is we need the main support group to be able to see all the vendors tickets, without providing them access to ALL tickets. Is there somewhere we can set it so the main support group can view all the sub-support groups tickets? Regards Ben
API - Add Tasks
Hi Using the API - are you able to add tasks to request?
Harmonize UI/UX across ManageEngine products
Hi ! I have found no better place in the foruls so i figured i would post my suggestion here. Our IT Department has yet purchased 5 ManageEngine solutions (On-Premise) and are considering others. Yet we are using; Service Desk Plus Enterprise Edition Desktop Central Enterprise + MDM AD Manager Plus AD Self Service Plus Password Manager Pro These are great products, but I find that each of them has a different User Interface and experience. They feel a bit standalone products. In my opinion, it would
Email to notify not populating for requesters
Salutations! We have an incident template that we use to coordinate moves between facilities, IT and the user, where the user is added via the "email to notify" field. If a facilities member fills in the template the "email to notify" field does not populate with email addresses from AD, while our technicians do. Is it possible to have this field populate email addresses for requesters, or is that feature only available for techs? Thanks! Sean
About the size of description
I received a message below, "The size of the description being greater than 64K, the content has been moved to attachment CONVERSATION_DESCRIPTION.html " Please let me know what is this and how to fix. Thank you
Incident updates not saving
We have an issue in that each time a user (technician) tries to edit a request in the helpdesk – after they have made the changes and hit update – instead of saving the changes, a new request is opened. They have to tried a number of times to make the changes before it will save. Appears to be random. Anyone else seen this? 9.3 Build 9312
scheduler - backup technician
Hello, Here is my scenario. I went on holiday until August 8th. Before leaving I entered my leave in SDP and selected the "Move requests to unassigned state". Now I've been back for a few days and when someone attempts to assign a ticket to me where the ticket has a DueBy date that lands during my leave, they are unable to. They get a message indicating "WARNING :Technician assigned but is unavailable on this request DueBy Date". When they check the ticket, it remains unassigned. In the past, I'm
SDP API - Add Tasks
Hi, Using the API (specifically for PowerShell) can we add tasks to a request? Thanks!
Chat Issue
Hi there When we have a Chat session running, we now have to update the technician site manually to see what the user have written. The user gets the text without having to refresh the Explorer. I have got an answer from servicedeskplus saying that this is by design?????? Did any of you get this to work with auto updating ? For me this gets no sence that we have to manually update the Explorer to see if the user have written anything for us ? /Ivan Rafn Ps. If not explain corretly, i will be happy
SAML identity manager integration feature in SDP
hi there please add SAML identity manager integration feature in SDP , you have such feature on servicedesk plus On-demand if possible add it to On-premise version also. regards, omid ghanbari
automatic timer start as ticket created
how it possible that as ticket created using business rule and assigned to technician it will start the timer for that ticket
Edge in Windows 10 duplicates attachments
Hello, We are in the process of upgrading to Windows 10 and noticed that when adding attachments they are duplicated in ServiceDesk. Can the be resolved? Thanks,
Issue sending replies
We have an issue with our instance of ManageEngine Service Desk in that replies to incidents are not being sent or recieved and are also not recorded in the incident history. Frequently users (technicians) reply to a helpdesk job and the reply window closes without error but no email is being sent to the requester or recorded in the system. They have to retype the reply and attempt numerous times before it succeeds. The issue seems to be randon - ie. it works sometimes and not others. Has anyone
Task assignments and approval dependencies
Hello, We are working on our onboarding and offboarding workflow in SDP. We are using a script to copy over parent ticket resource data to child tasks and would like tasks in the ticket to be implemented/assigned based on information entered in the ticket. The example case for this is: if a terminated employee's title is "Project Engineer" they have access to our financial system. We would want an approval request be sent to our CFO and a task to disable their financial system access be kicked off
Is it possible to export all tickets in "My Requests" to Excel?
Is it possible to export all tickets in "My Requests" to Excel?
Undelete a task
While I can see I have the ability to restore a deleted ticket, I don't seem to find anywhere that I can do this with a task. I am wondering if this is something that's available, and if not, suggest that it is something that be added.
Line breaks in API
I am using the Rest API to create tickets in service desk, but I am having trouble populating the description with line breaks. This is what I want: I want my tickets to look like this. With line breaks. And more line breaks. What I get is this: I want my tickets to look like this. With line breaks. And more line breaks. I have tried several different methods of creating them ( actual line breaks as XML usually uses, <br>, <br><br />, etc.) What is the proper method of getting line breaks in the
Machines were overwritten with new machine
We got in a new computer. We cloned the harddrive of the users old machine and put it in the new machine. This overwrote the old machines record in assets. How do I fix this and what would be the best practice? Thanks!
Requester Report
Is there a way to run a report on requesters and include any additional fields for requesters?
Add remove Column Selection on Requests
I would like to add a column for Asset. When viewing the requests I had a technician ask if we could see what assets were on all the tickets he is assigned. I think this would be a great option to add. Currently there is no option for viewing assets on the requests page for technicians.
Task Views - View All Tasks not available for standard technicians
Our standard technicians don't have the ability to view All Tasks now that we have upgraded to 9.3 Build 9317. Standard Techs have all the task views (similar to a SDAdmin), except for the All Tasks view. Is this a new 'feature' of build 9317? For us, It means that standard techs can no longer search for completed tasks that have been completed by other technicians. Thanks, Kylie
Task permissions question
Has there been a change in a recent update of SDPlus that you can only see tasks assigned in your name? We used to be able to see other people's tasks, but now it is only your own you can see, even if you create the task. As an admin I can see some but only the older ones, any new ones created I cannot see unless it is in my name. Is this a deliberate change?
Exporting "My RequestS"
Is it possible to export all the tickets I have under "My Requests" to excel?
Links in Servicedesk - CI
Hi, I have a configuration item. On this item I put on different labels. Tried to put in a label value like "http://www.google.com". Apparently it I not possible to make the hyperlink work (you need to copy/paste). Therefore, any shortcut or tricks to insert links or fileshare to a configuration item? Best regards Thomas
Customize Reports By Requester
I would like to create a report by requester that are incident related. I.E. how many times a given requester has submitted tickets that are related to Outlook. I am having a hard time finding where I can go to create this report.
Appending Description Field
Hello, Looking for a bit of advice, I've added the below script, and it pulls through the details as required, however it adds the description_to_add twice. Also, unless I this to On Create only, if the Request is Edited it adds another two lines each time it's edited. I can keep it at On Create Only if required. var existing_description_content=$CS.getDescription(); var o=$CS.getValue("WorkOrder_Fields_UDF_CHAR14"); var d=$CS.getValue("WorkOrder_Fields_UDF_CHAR15"); var c=$CS.getValue("WorkOrder_Fields_UDF_CHAR7");
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This two-day event focuses on sessions to help you get the most out of your ManageEngine software, dive deep into our various products, and learn about feature updates, best practices, trends, and integrations. But in addition to that, we'll also have plenty of time for one-on-one sessions with industry and product experts, networking, and much more. Register now. We'll give you a sneak peak of new products and features, and even look at our roadmaps for the future. On top of it all, we'll keep
Move to another server
Good morning! We tried reinstall ServiceDeskPlus on a new server but was occurred errors. Service Desk do not open in this new server after restore backup. I tried migrate with a full backup and a trimmed backup, but the same error occurs. The old server have DB MySQL, and the new server have Postgree - Is this a problem? Logs attached. Thanks.
Ticket count for Requester change by Site
I want to create a report for "Ticket count for Requester change by Site". It would be great if someone could help me out. Many thanks. -SDP 9.3 Build 9317 -PostgreSQL Henry
Ticket count for Requester change by Site
I want to create a report for "Ticket count for Requester change by Site". It would be great if someone could help me out. Many thanks. -SDP 9.3 Build 9317 -PostgreSQL Henry
Test button for Messaging Templates
be nice to test a template with out saving it. and doing an action to generate the email.
Custom template with variables
Hi, We have designed a custom template that our HR department uses for our new-hire process. HR opens a ticket with the custom template and inputs all the details about the new staff member. Is it possible to use variables in the subject line that add the staff member's name to the subject of the ticket? For example if the new starter's name is Sanjeet Kumar and HR have entered this into two custom fields currently labelled "New Starter First Name" and "New Starter Last Name", can I put a variable
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