Can I scan for new assets (workstations)?
I want to scan my network for newly added assets, sort of like a discovery. We do not have SNMP setup. I do not want to do a rediscovery, nor do I want to replace my inventory with a new scan. How do I do this?
reference url in notifications does not show server's fully qualified domain name
Hello, Please assist how can i make the email notification's parameter ($RequestLink) show the server fqdn? Our SDP is installed in centos machine (joined to domain with DNS records) and i have changed host name to server's fqdn (helpdesk.domain.local) But when we receive any notification the click for details info only shows: "Click for details: https://heldpesk:443xxxxx" Thank you assistance, Vanessa
Support >> Community Tab
Hello Team, I have been requested to provide the support file from Support >> Community tab. Where can I find this file in the GUI? Thanks and Regards, Kishore Kallavi
Scan Now is not removing software from computer that has been uninstalled.
Software is still not removing from list for computers, when it has been uninstalled from computers. Even when we re-run the scan on the computer, the software stays there. We have to manually go in and remove the software from the list for the computer, in ServiceDesk. Then re-run the scan.
Query Report - Time from creation of ticket, to change of category
I'm trying to run a report that looks at the time it takes for us to 'pick up' an email request. When a new email comes in to our service desk, a ticket is automatically generated. The ticket is considered 'picked up' when our first line team amends it and adds the Category / SubCat / Item fields In the History of the ticket you can see the initial time it was created, and the time (and analyst) that applied them. Would it be possible to write a query report that shows: Created Date / Time Date
Change priority from request list view
Group and Assigned To are adjustable per ticket right from the request list view, but Priority, Impact, Urgency, and a host of other fields are not. Making these fields adjustable from the request list (rather than forcing techs to open every single request individually) would make things far less cumbersome and frustrating. Please consider adding this functionality.
Prevent to uncheck tasks when creating a request from a Request Catalog
Hi, How to Prevent to uncheck tasks when creating a request from a Request Catalog. It should be mandatory.
Collecting reports (Archived and non-archived)
Hi there! I am currently trying to see if I can collect reports of both Archived and Non-Archived tickets into one xls / csv file. At the moment I have one xls of all archived tickets for a specific date and then I have one xls for all non-archived tickets. I'm also terrible at Powershell. So it's been really hard trying to find a good enough script that's easy to learn for merging xls / csv together. Is there a way to lop both Archived and Non-Archived tickets all into one csv using the reports
'Selective' notification on tasks possible?
I have a New Hire Onboarding request template that has several (13) tasks: one of the tasks goes to our User Provisioning team, the others all go to the Desktop Support team. The Desktop Support tasks are hopefully taking the place of a checklist that has to be updated and stored somewhere. What I would LIKE to do is automatically notify the User Provisioning team that they have a task, and at the same time send the Desktop Support team ONE notification instead of thirteen. I've tried various combinations
Assigning of tickets after Business rules are run
All, We've setup some business rules to route tickets to our various site queues. This works great until you have some techs that don't check their queues for a week. Is there any way to auto-assign the tickets once they are in these site queues? If possible, using level of effort as the main load balancing medium. Thank you, Tom
Failed to start the server
[10:47:21:150]|[07-11-2017]|[org.apache.catalina.core.StandardContext]|[SEVERE]|[30]|: Error starting static Resources|java.lang.IllegalArgumentException: Document base /SD/ManageEngine/Servi ceDesk/server/default/webapps does not exist or is not a readable directory at org.apache.naming.resources.FileDirContext.setDocBase(FileDirContext.java:140) at org.apache.catalina.core.StandardContext.resourcesStart(StandardContext.java:4894) at org.apache.catalina.core.StandardContext.startInternal(StandardContext.java:5074)
Can you add an attachment to an incident template?
Hi, I am setting up a new incident template but want to add a form for the users to complete - I cannot see anywhere we can do this, am I missing something or can it not be done? Thanks, Charlotte
Patch 9312 can no longer login with passthrough on any browser
Trying to keep on top of the IE11 issues, thought I'd patch to 9312. Can now not use passthrough to log in with any browser (IE11, Chrome, Firefox). Receiving the message "NTLM Failed Redirecting To Login Page." Having to restore back prior to patch.
Report on or Filter Ticket List by Template Name?
Hello, Is it possible to run a report or filter a list based on the Template Name? I can add the Template Name column to my list view, but it is not available to filter, nor can I sort the list by that column. I'd like to be able (down the road) to determine how frequently, if at all, Request Catalog or Incident Templates are getting used. Thanks, I didn't find the right solution from the internet. References: http://www.axiossystems.com/event/service-desk-forum-1021 Web Hosting Video Example
Bug in Google Chrome 57.0.2987.133
Currently when on Google Chrome Version 57.0.2987.133, when clicking on the Reply button in a request and starting to type - after a few seconds you can no longer type unless you hit Return a few times or re-click back into the field you were typing. We have tested this on multiple computers on this chrome version and all of them have the same problem. Could this problem be looked into or confirmed? We are on Build 9224 in case this was something that was fixed between then and 9306.
Bulk update requesters via API?
I'm looking at automating as many things as possible in SDP. I've been tasked with adding a 2nd email address for every one of our requesters. Is this possible with API? If so, can I get some pointers?
ServiceDesk Plus 9314 Released
Dear Users, SDP 9314 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features in 9314: SDF-41121: Option to login to the mobile application using LDAP Authentication. If both LDAP and Local Authentication is enabled in your application, then entering either one of the passwords will allow you to successfully login to the application. Issues Fixed in 9314: SD-67037: If we click on the resolution text box of a default
File location of MS SQL connection string
Hi Can anyone tell me file location where the MSSQL connection string is 'held'? Presumably in some sort of config file? Not trying to short-circuit anything, just keen to see the format of the string. Thanks Ian
Leave Type allowing technician available
It would be great to have the ability to use the scheduler to mark technicians as being on a project or another task but still available to take requests, this would allow us keep track of technicians work as well as availability
Requester can view multiple sites?
Is there a way to set a requester to view multiple sites? For example, if we have sites A,B,C,D,E,F,G and i want the requester to be able to view sites A,E,and G, is this possible? If not a user, can a technician be set to do this?
PostgreSQL Error
Hi, We use Qlikview to report over our Service Desk Plus postgresql database via an ODBC connector. We pull in the records using the following query: SELECT * FROM servicedesk.public.workorder Now this has been working for a while but has recently stopped because of the following error: Error: SQL##f - SqlState: 22P05, ErrorCode: 1, ErrorMsg: ERROR: character with byte sequence 0xef 0xbb 0xbf in encoding "UTF8" has no equivalent in encoding "WIN1252" I suspect this might be down to the ODBC connector
The size of the description being greater than 64K
Good Morning, Since we have upgraded to 7.6.0 Build 7611 we have been getting the following message The size of the description being greater than 64K in email descriptions. However it is not consistant as users have emailed to the Service larger emails and they fully render within Description field. Can this be fixed? Kind Regards Richard
Update on support for MYSQL Database
Dear User, Please note that the support for MYSQL database will be removed from Jun 2017. Click on this link to know how to move from MYSQL database to PGSQL/MSSQL database. Regards, Edwin Vasantha Kumar Servicedesk Plus Team
ServiceDesk Plus - Email Signatures
Hi there, Unfortunately, since our cached Manage Engine folder was re-created when Manage Engine support last resolved an issue for us, our email signatures no longer show in our replies from within ServiceDesk Plus. I've tried renaming the cached folder again so that another is automatically recreated, however this has not resolved the issue. I've also tried removing all signatures that our technicians have set up and created them again without success. Is this something anybody else has previously
unable to import requests from excel sheet
hi, Unable to import additional fields requests from excel sheet. Only subject line one item is imported from the sheet and remaining items mapped to additional request fields are not importing, kindly need your support to solve this . With regards, M.K
Add notes field to existing Reports.
I would like to add the notes field to several reports that we currently have, but Notes (DiscussionNotes) is not an available choice. Is there a way to get that field added? Here is an example of the query for one of the reports: The DB is MS SqlServer SELECT "wo"."WORKORDERID" AS "Request ID", "rtdef"."NAME" AS "Request Type", "wo"."TITLE" AS "Subject", "wotodesc"."FULLDESCRIPTION" AS "Description", "wo"."COMPLETEDTIME" AS "Completed Time", "std"."STATUSNAME" AS "Request Status", "wof"."UDF_CHAR11"
Allowing technicians to see Admin calendar view?
Hello, Is there a way to allow any technician to see the shared calendar view (all technicians' calendars) that can only be seen at an Admin level? The purpose would be so that technicians can see when other technicians are on leave. Thank you!
Inform technician about ending resolution time
Hello, How to set system to inform technician about ending resolution time? In SLA level escalation there is no such option under Actions
Adding attachments to resolutions
Is there functionality to add attachments to resolutions?
Problem with Query Report - Java Exception
Hi When I copy the query by creating a custom report and then run it in the query editor i get the following error : java.lang.Exception: Only select queries can be executed - 'SELECT wo.WORKORDERID "Request ID",ti.FIRST_NAME "Technician",wo.CREATEDTIME "Created Time",wos.LAST_TECH_UPDATE "Last Update Time" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID WHERE ((ti.FIRST_NAME
All complaints regarding a workstation
Hi Can I please get a query that shows all the requests that have been generated for a particular asset/workstation? For Example: PC-1265 Does not boot Heating up and so on ... Version :8.1.0 Build 8112 Thank You
How to Query contract information
I need to query the SDP database for the Contract associated with various assets from an external application. We are running on Microsoft SQL I do have read-only access to the SDP database and I'm able to execute query commands, my problem is identifying the tables and fields to accomplish the task. So far I have the following: query the Resources table and lookup the RESOURCENAME which gives me the RESOURCEID use the RESOURCEID to query the ContractDetails table and get the CONTRACTID One
Can we pre-select Domain in http-get from our intranet page?
We have multiple domains and a separate link to the Service Desk from each Intranet. We use AD login and would like to pre-select the domain selection. Is there a feature similar to: http://ServerName:8080/HomePage.do?domain=MyDomain1
SDPCrash-OutOfMemoryError
SDPCrash-OutOfMemoryError Please connect your client at http://localhost:8080 java.lang.OutOfMemoryError: Java heap space Dumping heap to java_pid6152.hprof ... Heap dump file created [1121926215 bytes in 34.350 secs] SDPCrash-OutOfMemoryError SDPCrash-OutOfMemoryError
Request time created does not change with site and group
Hello, Just wondering if the created date and time of a ticket is "craved in stone" and does not change when the ticket is assigned to a new group in a separate site: Example: Email is auto assigned to team member in site A, group A with an SLA of 20 minutes. The team member will then assign the ticket to the site and group called B. The SLA for B is 40 minutes. which does apply but its from the time the ticket was created, not when it was assigned to the B team. This is central to my UAT and
Dahboard for level meduim high critical
Hi i'm looking to produce a dashboard so that it will display a dial showing that tickets are about to breach. I have one for all priorities and the moment, but would like specifically for those Thanks
New Custom Field
Hello, We have setup some specifics incidents templates to cover our internal usage, with additionals fields. I need to create a "custom field" with the same parameters of the description one to allow requesters to past their sniping on it. How can I do this ? Many thanks in advance for your support Kind regards
SLA notification
Is there anyway to send the (Support) Group Owner escalation notifications? We have several Support Groups here with various owners and I'd like to avoid sending SLA escalations to all Group owners. Thank you.
Requester Purge
We would like to be able to purge the system of Requesters that have no associated items (requests, tasks, projects, etc) in ServiceDesk Plus. We are a University, so every year we have students, faculty and staff who leave the University and we need to be able to purge the system of unassociated requesters to keep our requester count at a manageable level. We currently have over 100,000 requesters and that number grows substantially every year.
SDP change custom triggers, without the matching conditions I need
SDP更改自定义触发器，而不需要匹配条件。如何为自定义触发器添加条件？Jiqiu
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