Import services to Service Catalog
Hello, I would like to know is there any way to import new service to Service Catalog in Service Desk Plus version 9.1 Build 9107? I have too many services to create them manually. Thanks!
Failing to Upgade Service desk plus 9233 to 9300
Hi Team, Please urgent assist am failing to upgrade service desk plus 9233 to 9300, During the upgrade it extract all the file fine but in the mid it failed. I raised this before with Service desk team and someone advise me this could be problem on the server it self and he advise to create dump server for testing. I did as he advice and manage to upgrade successful on the dump server but the same file failed again on production environment. my number. +255 22 2196 6478
Hello, I've inserted some Incident - Additional Fields from databse.
Hello, I've inserted some Incident - Additional Fields from databse. There are lots of fields that we don't want to insert them by hand and maybe there will be updated by another database, and these fields should be up-todate. So, I decided to insert them on database side. For test, I first inserted parent field, which is picklist, but not any values and see that in table [ColumnAliases] one row inserted with [COLUMNNAME]='UDF_CHAR8' and [TABLENAME]='WorkOrder_Fields' for the rest I've inserted field
Backup Issue
Dears, please need your advise for why when I take a backup divided into two parts as per the below BR Mahmoud Nour
How to load the conversations in a report
I need to create a report with the conversations or the last conversation/answers charged to the cases
Alert(or Notify) technician by e-mail when there is a new reply from the requester when ticket in unassigned.
Is there a way to notify the same group of technicians that gets notified on newly created tickets when a reply is sent to an unassigned request? For example: User creates request Techs are notified by "Alert the following technician(s) by e-mail when a new request is created". Before the ticket is assigned to a technician the requester sends a reply with further information. Because the ticket is still unassigned the same group in step 2 gets the update details sent via email. Thoughts?
Notify technicians when request is updated and unassigned
Hi, I was wondering if it is possible to setup SDP so that when a request is marked as unassigned and the request is replied to that all technicians are sent the reply? Alternatively, is it possible to have a technician assigned to all newly created and unassigned calls, but that a notification isn't sent to the technician that a request has been assigned to them? To put this into context, there are occasions when certain calls are left unassigned and there are instances where these unassigned
Bug: Comma in filename of attachment
Makes the attachment unable to open. Maybe the attchment never actually gets uploaded. Either way it does not work.
Allow Custom Change Roles to be used on Change Template screen (like Change Manager, Requester etc.)
When you create custom Change roles like an approver role or viewer role these cannot be put on the Change Template form like Requester etc. (they can only be set on the workflow page). It would be really useful to make these available in the same place (i.e. the template form) like the other fields.
Check Change Management 'field and form rules' are satisfied (e.g. mandated fields) before moving to next stage
It is possible using the template in Change Management to mandate fields and apply field and form logic. Unfortunately the buttons that move the change to the next stage/status don't appear to adhere to such rules and mandated fields can be left unfilled whilst the stage/status moves on. It would be a really useful check to make sure that mandated fields are completed before allowing the stage/status to change on the workflow screen
Encrypting XML config file - External Action Plugin
Hi all Using Service Desk Plus 9.3 Build 9317 Using JIRA v7.3.0 Have implemented the External Action Plugin to integrate the two system. All is working 100% EXCEPT that our admins are not comfortable having an "exposed" admin Username and Password in the configuration file (JIRA.XML). Is there a way to encrypt the file and if so will JIRA be able to read it? Many thanks in advance, Graeme
Editing Software License
How do we edit the quantity of possible installations to a concurrent software license in ServiceDesk Plus?
Worklog Timer Bug with Operational Hours
When adding a work log using the work log timer feature, it incorrectly evaluates the time when the 'Include non operational hours' box is unchecked. The server's time and time zone are correct Scenario: User Personalization Timezone Setting: (GMT-05:00) EST Admin Operational Hours setting: Start Time 08:00, End Time: 16:30 Work Log Begin: 31 May 2017 (Wednesday) 08:30:00 Work Log End: 31 May 2017 (Wednesday) 08:33:00 Time value, Include non operational hours unchecked: 0 minutes Time value, Include
CAB Cannot approve change
I face the approval issue on servicedesk-plus version 9.3 Build 9314 while CAB approving the change. The message show dialog and said "You are not authorized to perform this action" after CAB clicked on "Recommend" link under their name. I can't re-produce this issue. It not occur with every change nor every CAB. Please advice me, Thank you in advance. Jeerasith.Sr
Incident Template--create additional incident instead of task
I want to create an incident template, but instead of creating tasks associated with the incident--I want to create additional tickets for each action item (task) instead of a task. Example: New user template instead of task associated with each step that has to happen for a new employee I want to create subsequent tickets for each step Help please?
Incident Template Question -- create additional incidents instead of tasks
I want to create an incident template, however instead of creating tasks associated with the incident, I want to create subsequent incidents. for example: New User Template User submits template and instead of creating 10 tasks that need to be completed for the new user, it creates 10 additional tickets for items that need to be done assigned to specific technician or groups based on what the item (task) is. Please help
Couple of questions regarding Reports
Hi, I have a few questions about some of the available fields in the Custom reports. 1) "Pending Status". This appears as either True or False. I viewed a ticket where this was set to "True" and its status was "On Hold" therefore I assumed that if Pending Status = True, the status of the ticket is "On Hold". However I then opened another marked as true, and it was "Open". Does Pending status basically mean the ticket is not Closed / Resolved, or does it mean something else? 2) "Time Elapsed".
How to ensure multiple approvals of CAB , to move to next stage
Hi We have the requirement of multiple persons approval in Roles viz . CAB i.e. unless all the persons mapped in CAB give their recommendation as YES , the workflow should not be able to move forward , even by Change Manager How we can make it possible regards Sandeep
Site merge tool & Product merge tool
I have seen on the roadmap that you are working on a user merge tool. This will be helpful ! Similarly, a sites merge tool and a products merge tool would be greatly appreciated!
Upgrade
Hi Everyone I have done the upgrade but build number hasn't changed on the screen, we not sure if the build has been updated. Please assist and refer to the attached screenshot.
Actual time vs estimated time report (from task rolled up to project)
wondering if anyone has created a report where the actual time & estimated time is calculated and rolled up(from all tasks) ? I've entered values in each estimated and actual and it does not seem to add up. in fact actual does not seem to appear. (in total format) only if i go to each task.
Disable Default Request
Dears, kindly be noted that I disabled the default Request from the Self-Service Portal Settings but when user open the ManageEngine Service Desk from internet explorer 8 get the mention snapshot I know that user must upgrade the internet explorer but there is link the below warning to allow user open ticket with the default request, How can I disable this link please advise
Only One Domain Showing up in Active Directory Authentication
I'm only getting one Domain that is showing up. (See below image) I have three domains, but only WHP is showing up. I'm on v9316. I've tried removing one of other domains and readding it but haven't had any luck.
Update Request Via Email
Since upgrading to 9.3 Build 9317 whnever we send an email with the request id in the subject (eg. ##1234##) It creates a new request rather than updating the request specified in the subject. Can this be turned back on or has this feature been removed?
Add Avg Summary to Query Report for % Complete of total Project
I know this works in "Custom Report" but I can't get it working in a Query report (which I needed due to the specific project reporting required). Here is my report as is: SELECT projdet.TITLE AS "Project Title", taskdet.TITLE AS "Task", taskowner.FIRST_NAME AS "IT Staff", longtodate(taskdet.SCHEDULEDSTARTTIME) AS "Scheduled Start", longtodate(taskdet.SCHEDULEDENDTIME) AS "Scheduled End ", longtodate(taskdet.ACTUALSTARTTIME) AS "Actual Start", longtodate(taskdet.ACTUALENDTIME) AS "Actual End",
Service Desk Plus is close after run.sh
After executing run.sh, the script is paused. Start the system but if I close the putty or cancel the line, the system makes a shutdow. Server is starting. This may take a couple of minutes ... This evaluation copy is valid for 27 days ServerContainer [CREATED] AdventNetCC [CREATED] AdventNetServiceDesk [CREATED] ServerContainer [STARTED] AdventNetCC [STARTED] AdventNetServiceDesk [STARTED] Server Started. Please connect your client at http://localhost:8443 at this point, all its OK... i can loggin
Is there a way to make Parent and sub folders in the Asset Groups?
I have groups of many PC's that I would like to set up in Asset Manager under Parent Folders. For instance. for the way our business is broken down you have several Zones 1-4. And each of these Zones would need to be broken down further into sub-group folders by the different satellite locations, then I could assign assets that way. This would be to mainly simplify areas and run direct reports if needed. Is there a way to get this structure setup in the Assets section with Parent Folder followed
Report
I'm trying to run a report for ALL Technicians separated out by how many they have closed that month. Am I missing this? I've tried a simple matrix report and can't get it to run.
Update order, which is next for my company?
Greetings, Our current version is 9.2 build 9217. I have downloaded the following 3 versions. Should I upgrade in the order as shown below?
CMDB - Discovery not detecting IIS and Websites
What would cause network or agent scanning discovery of a WIndows IIS Server to detect all software except IIS and the hosted websites? We heavily use IIS website hosting for our crititcal business component websites and their discovery/scanning for changes is critical to populating our CMDB and automating our CMDB auditing.
Updating Change
Is it possible to update a change with an email in the same way it is with a request? I have tried to use ##CH-123## for changes in the same way that you use ##RE-123## for updating requests but it just creates a new request.
Send Mail using Office 365 SMTP Relay
I can fetch mail from Office 365 just fine. It's when I attempt to use the smtp.office365.com relay service, that the SDP hangs and says "Sending notification failed." Note that if I change this to our on-premise Exchange this works fine. We're moving to Office 365 though and I need to get this working with it. From the server that has SDP installed I am able to telnet to smtp.office365.com on port 587. Here is the output of a powershell attempt to send mail. PS C:\> send-mailmessage -from servicerequest@mydomain.com
Service Catalog Auto assign service request Technician
Hello, Is there a way or a workaround to auto assign a created form submission in ServiceDesk service catalog? I've created a template category and under that category, I created a service form. I want to be able to auto assign it to a technician when someone fills out the form to submit Instead of going through approval stage. Any help is appreciated. Thank you, Barry Saechao Operations Support Administrator I Information Technology Partnership HealthPlan of California
Adding Attachments to SD via Rest API by using Powershell
Hi , It is possible to add attachments using REST API in a powershell script ??
additional Status "Reject"
Hello, I have created additional status "Reject" how can create a pop box wherein Technician/Request can type the Reject-Reasons. Thank you, Vanessa
User Cannot login using the correct domain on the login screen.
Hi Everyone I am new to this. Please assist, a servicedesk plus user cannot login using the correct domain. I reset the password but still she could not login instead when we select the other domain that is used by the technicians she was able to login. Please refer to the attached screenshot. Kind Regards, Delisile Mzila
[ Custom Triger ]Can not find Group of different sites
Hello Support team, I have 1 custom site & 1 default in Default Settings, I have 'Group A' in Custom site, I have 'Group B' & 'Group C' I create a new custom trigger, and when I select Criteria: 'Group' It shows only 1 Group of Default Setting & I can not find Group B & C Could you please support Regards, Eric
due date of the requesting is not appearing
I am experiencing an issue when creating service request. The due date of the service request is not appearing. The priority matrix already set correcty and priority of the ticket automatically appearing.But incident request automatically showing the due date once the priority sets. Any suggestions please...
The fields are enabled in EDIT mode , even after applying rule - Change Module
Hi Through Change Template ---> Form and field rules I have made certain fields disabled on canvas of Change request template , so that the requestor is not able to fill these at Submission stage . The rule has been put in Create / Edit mode These fields are now disabled in Create mode , but am finding that the fields are still EDITABLE in attached screen of requestor (file attached) One option was not to provide the EDIT option to this role , but it not possible , as the requestor has to assign
Not able to start service desk ( Stuck on Application layer started)
Dear Team, My old server is a crash and I have installed new server, after installed new server all services are started. but after DB restore my server is stuck on "application layer started" Regard's Hemal Pancholi 9824751698
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