E-mail Id(s) To Notify - Drop down Selections
We heavily use the E-mail Id(s) To Notify field when creating an incident or editing a request. However, it is very difficult to use as the search mechanism only attempts to match an email address of a requester and does not search other fields such as first or last name. Can this feature be updated to mimic the auto-suggest feature when completing the Requester Field? It would save my team a significant amount of time if the search was based on the requester's names rather than only their email
Upgrade from Build 8110
No one has done anything to our ServiceDesk Plus in regards to updates. I'm still running version 8.1.0 Build 8110. I know that you have to upgrade the version in order. What do I need to attempt to have our IT staff complete this? I have downloaded the 3 most recent versions, but I will assume that I am missing some and can;t go from 8110 directly to 9100. Thanks
Report Row Spacing Changed?
I'm moving reports from SDP 9218 to 9302 and noticed there seems to be a different in the row spacing for each item. See the photos below. I'm running the same query with each report, just on a different version. I think the reports we were getting looked much cleaner than having a bunch of empty white space. SDP 9218: SDP 9302: I don't believe it makes a difference, but the query i'm using is the following: SELECT projectdet.TITLE "Project Title", IsNull(Milestonedet.TITLE,'No Milestones Defined')
Report links show old server
Hello, We recently migrated our Servicedesk Plus install to a new server. Today I ran a Requests report. The links to the requests in the report pointed to the old server's URL/port. What can be done to update this?
Ticket Creation . . . oddity
Let's say I have three Support Groups: Group 1, Group 2 and Group 3 Technician 1 is a member of Group 1 and Group 2, but not a member of Group 3 Technician 1 takes a call from an end user. He knows that the ticket needs to be assigned to Group 3. He creates the ticket, and assigns it to Group 3. When he clicks "Add Request", he sees the error "Request does not fall under your permitted scope. So you are not authorized to update the same." and is given the options to "Go back and try again" or
How to hide Resource Info from requester view
Hi, How to hide Resource Info from requester view in service catalog template. I wanna to show resource info to technician, but I don't wanna to show resource info to requester. What should I do? Thanks
Roles - Remove Approver from SR
Hi I was just wondering in witch role the removal of Approver is avalibel. Is it only in SDAdmin or can I add that to a technician role as well? Br Anki
Upgrade SD plus from 9.2 9225 to 9228.
Hi, How do I upgrade to build 9228 or get the ppm file only for build 9228? We are currently on build 9.2 9225 and want to upgrade to build 9228 only. The Service Packs download page has only the link to download to upgrade to build 9300. Thanks, Arun
Certain Mandated Fields Are Not Being Required
I have the default request template show/hid/mandate/non-mandate based on what selections they choose for category and subcategory. When they select one of the categories the field forms mandates the subcategory, user name and user email. The last 2 Incident - Additional Fields. However when the user goes to save the ticket with all the required information filled in except those 3 it saves and does not require they be filled. I have attached 3 screen shots. 2 shows the required fields at submission
Notes Export / Report
I need a report that shows all notes, the author of the notes, date/time the note was entered, and what request the notes are associated with for all open requests. Our SDP environment is: Version: 9.1 Build: 9121 Database: PGSQL Can anyone out there help?
SDP will not start after reboot
I am normally very patient, but after several days of much trial and error, I am coming to the realization that we may never be able to migrate from build 9230. Before I can do that, I need a STABLE version of SDP running in DEV (if there is any such thing). To start, all I want to do is make a copy of my production database and bring it up in my development environment (Windows Server 2008 R2, 4 CPUs and 16GB RAM). After much trial and all error, I completely removed SDP from my development server,
Email Parser not working for non-technician user
This is a problem that appear a few weeks ago since it had been working fine from the beginning. We have created an OUtlook form for user to create Helpdesk request via email. We have also configured the email parser in HD to automatically assign a Request template to some type of request. In the last week that stop working for simple requester. I mmean by that if the requester is a HD technician the amil parser is working just fine but if the requester is not a technician the email parser is not
Pre-Defined Report
Hi, Can I change some filter criteria of a pre-defined reports, and save these changes for the next use, without redoing the criteria again? Thanks
Add Subscriptions to Contracts area
I would like to have in contracts a way to track software and cloud type subscriptions. I would like to see a but to add new subscription. This would have similar information as a contract but allow for a more defined information. Information would include: Registered Name Cost Number of years/months is the subscription cost monthly, yearly or per contract Check box if the subscription has a serial number that needs to be attached and another to add it to Software assets If the serial number is
ServiceDesk 9306 and loosing reply oir reqest with IE
Hi I see this issue as been addressed in the 9306 and we have upgraded to this version. However we still have getting occasional report that user has logged the incident/request but not saved. Also some occasion reply by technician is not saved as well. User is using IE11 and it randomly happening, Any idea?
Cannot add Attributes
Good day, I cannot add attributes in SDP 9303. When trying to add attributes in the Configuration Items Configuration Wizard I get a progress wheel that is stuck on "Processing"
Search shortcut on 9307
I was told that previously the "s" key was a shortcut to the Search menu. In 9307 it goes to SELECT TECHNICIAN Is there a new shortcut to jump to the search? Also, with the new RESOLUTION feature popping up the FCR box, It would be nice if the Comments could go straight into the resolution rather than having to potentially type it twice. But having this here has received positive feedback except for that. Thanks
SSO not working after login page change
Guys, we used index.htm as per procedure but we cant get the SSO not work. and we cant see the login.jsp file to check - we used index.htm as per procedure but it seems that there are some updates that doesn't work like when you added a domain in domain scan it does not appear on the option for domains. Now with the edited login page it stills goes to the login page even though the SSO is enabled - but if we revert if back to the default SSO works. Have someone experience the same issue? Regards,
migrate currently open tickets
Is there a way to migrate currently open tickets including the conversation and time spent to another instance that is different version of SDP and DB?
chat on manage engine
is there a chat live fitur in service desk plus? thats mean between requester and technician can chat each other. thx before
Technician Allowed to View Inheritance
Hi All - We are attempting create a base level technician role (with minimal configurations that work with all technicians). I would then create additional roles with very specific access for those who need it. This would resemble a tiered permissions approach. The problem I am running into is with the inheritance of permissions. Scenario: I have 3 departments that I would like to be able to view "All". The remaining 7 should only be able to view "All in group & assigned to him". However, when I
Asset Scan Issue
Dear Team, Kindly have check on the asset agent explore , these agents are installed on all system and are meant to scan on system boot/reboot but due to some reason they are failing to scan the system. However if we change the setting from change scan credentials under Actions and select Domain mode and scan the same system it dose scan it without any error As per the error message Manage Engine server is unable to communicate to the asset explorer agent on the system. Kindly check
SD+ Integration with AD Manager - Disable policy
Hi All, I Configured the integration between SD+ and ADManger and I am testing to disable a user account straight from SD+. On my test, the account was disabled successfully but did not apply any other task from my disable policy as it usually does when I disable a user straight from AD Manager. I guess I am missing something... Thanks for your help!
Custom Trigger Email not working
i have follow this topic https://resources.manageengine.com/resources/resource/python-updated-script-sending-custom-mail-notification-for-requests-with-configurable-xml everything is OK Action menu "Menu Invoked is :Email" invoked Action by Service Call Center on 03/05/2017 09:21 PM Menu Invoked is :Email Message: successfully executed the prolem are i can't recieve any email and sent box too.i have check log, Please help m,e
Duplicate Ticket should display the new ticket number
Hi folks, I might be missing something, but when I duplicate a ticket, I'd like to be informed of the ticket number that is assigned to the new ticket so I can quickly go to it. If that isn't something that can currently be achieved, may I please have a feature request for this? Thanks, Adam
Issue with user (requester) on SDP
Dears, Why a user (requester) is not able to see her request on SDP, even that I am giving specific role permission. Case: I have tried to change some permission issues and accidently I change her user to Technician. When I change it back to Requester, now the user cannot see even her own request. Please advice, Driton S. Bejtullahu
Email parsing not working the first time
Hi all, When I send an email to ServiceDesk Plus with parameters, the first time of the day I send the email, only the Requester is automatically field. All others fields (Category, subcategory, mode, prority, level) stay unfilled. If I send the same email a second time, all field are filled automatically... Is there any service to "warm up" ? Thanks for your help & Regards, Steve
CMDB Report RelationShip
Hi, It's possible to make a report that list all relationships related to "Bussiness Services" by hand? i wanna know how much Business Services are related to one server. My CMDB schema is BService-->APP-->Server-->Datacenter and i have support groups for APP and SERVER, is it possible to create a report with this information? Regards.
Request for purchase
Good day! Can I make a request for the purchase of the requester? At the moment, requests the purchase can be done only specialist.
Auto change status when associate PO
Dear all, -Any method or custom trigger when we associate PO to request and the request auto change the status ? - Custom trigger assige to Specified technichian ? Thanks
Mobile App Roadmap
Currently in the Implementation stage the following features are pending for the app: Mobile App features: Bar code scan of Asset. Approval action. To create request based on Request templates. View and search Solutions module. Will there also be plans to: - view attachments in approvals - view images included in request templates (pending feature) - view additional details for tasks (i.e.: project title, request title) - view pending approvals - incorporate chat (pending feature) - dashboards (tech
SDP on Port 80 and A record
Hi I have a web server which currently host other applications and intranet site on Port 80. Is there a way of installing ServiceDesk Plus on port 80 without causing any conflict. Kind Regards Jason Wong
Random error
Hi, casually have this error (only with chrome browser): so, when I press the OK button, system opens a pup-up with the login page. Any tips? Thanks
ServiceDesk Plus configuration options
Hi I am using the Standard Free Edition of ServiceDesk Plus and I would like some help with configuration and installation. I intend to install on the hosting server where port 80 is already taken for hosting many intranet sites. My question is whether there is a workaround where I can install ServiceDesk plus on Port 80 without interfering with other intranet sites. The idea is to use A Record to point the ServiceDesk Plus to another IP Address. Also is there a way of changing the alias URL so
Auto Complete user name
Hi All, i'm using the lastest version,my prolem is requester name field. how can i make it populate like select approve ex: my user name is "005 London" if i type london in requester name field "London" it don't show, just show when i type 005 but in select approver if i type "London" it also show 005 London. i know near requester name field have button search request but that take more time, so any script or how to make requester name field same select approver ? Thanks
Field and Form rules not updating tickets
Recently i took part in the conditional forms and fields webinar training and was impressed with the capabilities of the smart forms. However, after attempting to implement this for our onboarding form, I cannot get the tasks or Requested access fields to show up when someone fills out the form. The form successfully unsets all the tasks and hides the equipment request felds, but upon selecting a department, it does not offer up the options for that department, and when submitting the form, the
How to configure Android Mobile
How to configure Android Mobile
SNMP Scan in Assets
Hi, I've updated to 9307. I can no longer scan network devices via SNMP, tried routers switches and firewalls. When I try, I select the appropriate the community name as the credential (which used to work just fine) and it returns a fast, after 1sec or less, "FAILURE :Cannot connect to SNMP Agent." I can scan these same devices via SNMP from the Windows desktop of our ServiceDesk server so it's not network rules, it's something within ServiceDesk itself. Please help. Thanks!
Migrate from PostgreSQL to MS SQL
Hello! We need cross database migration from postgresql bundled with product to ms sql. I'm try: 1. perform full backup 2. change database to msq sql 3. restart application 4. restore backup Restore operation failed, because different database types. So how we can change database ?
Changing fonts in SD+ 9308
Hello, How can the request list fonts be changed?
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