Form and Field Rule does not work
Dear team, I am using SD Std Version 9300, trying to use Form and Field Rule but it seem not to work. I try with Category field, uncheck 3 option ( mandate, user can set, user can view). Then on form load I add rule once request create/edit. then it show Category field and allow user to set and mandate field. But it not working. I try with requester role and create new ticket, but Category field still not show as expected Do you have any idea Thank you ! Tai
Network Scan - Stop Asset Creation on No Connection.
Hello, I attempted to use the network scan today to inventory our Cisco phones based on an IP range and it abruptly stopped on me and crashed my browser. When I logged back in I noticed we were out of licenses and wasn't sure how as we should have 300-500 free licenses after this scan. I saw under unassigned assets that there was double the assets listed under unassigned. When I looked at it I noticed that it created an asset for every IP in the 1024 range I was looking until it maxed licenses.
SMS notifications
Как настроить СМС уведомления клиентам при заведении заявки, уведомление по шаблону, уведомление после закрытия заявки? Работает только для отправки смс уведомления специалистам службы поддержки How to set up SMS notifications to customers when placing an order, notification on a template, notification after the closing of the application? Works only for sending SMS notifications to support specialists
SDP and loadbalance.
Hi, I use a load balancer between my users and the Service Desk Plus Server. With this the IP that appears in the creation of the suport ticket is that of Load Balancer. How can I change the IP of the LB to X-FOWARDED-FOR (Client IP). Thx!
Creating Requests
When our customers contact us, they can leave their name, id, or computer name. Is it possible to enhance ServiceDesk so that calls can be started by typing something other than the Requester's name? The Asset name (which in turn links to a customer's name) would be helpful. Thanks.
Question regarding features
In the pilot version of Service Desk plus we had the following options under the Helpdesk customizer: IMPACT URGENCY PRIORITY PRIORITY MATRIX But under the Standard licence (+Service Catalogue) these have disappeared, except priority. Is this correct? Rgds SimonT
Custom Trigger to remove requester from ticket
When ticket is created from sending an email to SD+ requester is set based on the address. When technicians forward forward request from their own email they become the requester and skew reports. Is it possible to have a script that strips requester from a ticket if it was submitted via email and requester is a technician? Thanks, -Vitaliy
Uninstall a Service Pack
I have installed build 9035 and am experiencing some issues with the build. I'd like to roll-back to the previous version we had installed, build 9033. However when I run the UpdateManager, the "Uninstall" button is never active (i.e., it's "dimmed", and doesn't do anything when clicked), regardless of what Service Pack I select. Is there an alternative method to perform the roll-back? Thanks.
Pass-Through (SSO) config with two DNS site in Active Directory
Hi, I have two DNS site in my active directory and I need to add both of DNS site in Pass-Through configuration. What should I do? Can I put two DNS site and separate it with comma? Thanks
Merge Service catalog and Incident Request
Ciao Right now you can merge only two incident, but not two service catalogs or an incident to a service catalog or viceversa Is it possible to implement this? obviously the old request will be kept as primary so all the SLAs will be referred to that. These are the case that happend to me sometimes users open two service catalogs for the same request or you have an service catalog opened and the user sent an email (at the end is an incident) for the same request. Have the possibility to merge service
Filed & Forms Rules
Hello there, I created a check list like the following example on the Request form called Location. There are 5 different locations. When the user selects the X-1 location from this list, I want the relevant technician to be assigned. I created this area as a ServiceDesk catalog and want to work on these forms. I tried to do it with Field & Forms Rules feature but it did not work. Is there a way? Can you help me. Thanks.
Pass Parameter to Survey E-mail Content
Dear Support, Can we Pass some Parameter which send the Survey email? PFA
https://helpdesk.manageengine.com/
Is the HelpDesk Service in the object still valid? I wonder as I have 3 issues posted, the oldest is aged 3 days and is still unassigned. Grazie Luciano
Schedule Request Status Change
hi i want to receive notification when request status change automatic. it is possible ?
Numbering tickets
Greetings, I need to know how to change the default numbering of tickets. What I have in mind is something like the following: Current situation: Ticket ID = 235 (example) Numbering I want: Ticket ID = 20170307235 (In this example the first 8 digits are the date of the ticket that should be changed per day, and the last 3 digits are the ID of the request within the tool. Thanks for your help.
Gantt view for Requests and changes
I would like to see the same gantt view option that is available for projects, available in request and change management.
Purchase Order & Contract Management Show Stoppers
Generally speaking (I have read posts of others who have voiced similar concerns), there are some fundemental principles that have to be adhered to in order one to utilize ServiceDesk's purchase order system in a commercial environment. It is critical that there are some immediate fixes instituted so that this software product meets the general needs of all who utilizes POs for their asset authorization process (this comes down to security): ServiceDesk Purchase Orders 1) You have to have a Purchase
How to allow requesters to see multiple sites?
Is there a way to allow requesters to see all the sites' requests? I have an organization with about 20 different sites with 900 "requesters" and the owner wants them all to see all requests not just within their own sites.
Critical : Unable to generate scheduled report
We are getting these errors regularly for a scheduled report with the below reason; java.sql.SQLException: Transaction (Process ID 71) was deadlocked on lock resources with another process and has been chosen as the deadlock victim. Please advise how we can reolve this. We are on build 9100 using MS SQL,
Script Master - 7: How to create a new change request automatically from a parent request.
Hello users, Today's Script Master's post will help you to trigger the creation of a change request using a API call,based on the values in certain fields of the parent request.The request ID of the parent request is appended to the subject line of the change request. Refer to the comments within the script for more information on the json structure in which data has to be send in the API call for creating a change request.The script to do this is available here. Let us assume a scenario where
AdventnetServicedesk failed after successful restore
I've been trying to restore a backup after a failed upgrade but the first phase of the backup finally restored successfully after i tried ignoring some error tables on the db. but after the restore the application isn't starting. I did run.bat but it's given the Adventnetservicedesk as failed. Please assist as this is my production server and has been down for close to 24hours after no support personnel has either responded to their calls or mails.
Guide for writing scripts and querries
Dear, Is there a guide for writing custom scripts and querries? I am looking to create some, though haven't found any guides. Sincerely,
PostgreSQL crash on update
Hello, When we have tried upgrade Service Desk Plus from v9121 to v9200, we have experienced PostgreSQL Utility error that you can see on attachments. We have tried several times and all the time we have this error on %98. I could not find the solution on forum so I kindly request you support. Thanks in advance.
Application Layer Starting
I am at a total loss for words. Following the instruction provided here: https://www.manageengine.com/products/service-desk/service-packs.html#sp I tried to upgrade my SDP installation. Like so many times before, after the installation of the service pack, the application does not work. This is not a new issue and the SDP forum is rife with people having application layer starting issues. Now my Service Desk is offline for the umpteen time. Perhaps Zoho and ManageEngine should reduce their product
Free webinar: Six IT help desk lessons from the casinos of Vegas
Hi, Inefficient process planning and unplanned executions can disrupt IT service delivery and even bring business to a halt. With huge financial costs and business continuity at stake, handling an IT help desk can be a lot like gambling at a casino. Casinos can teach us a lot about ITSM, like how to manage a bankroll and when to put on a poker face. In this webinar, we'll go all in to teach you the parallels between the casinos of Vegas and ITSM best practices. Time: March 23, 2017 | 11:00am to
How To Add Attachments To Reply Template
Hi We have sets of documents that we need to provide access to. Internal (local) requests can be handled by using a reply template containing links to the files on the LAN. Providing the documents to people not on our network though means that we have to create the same reply over & over again that has the documents as attachments. I did find a record of someone asking about this from a couple of years or so ago and the reply made it sound like it was something you were planning to add, but I can't
Apache Struts
Is there any plan to upgrade the Apache struts version in SDP? It seems SDP 9300+ is still using version 1.3.10 which went end of life roughly four years ago.
Server fails to start
Hello guyz, i had an issue after upgrading to the latest version of SDP. Now, it fails to start although the upgrade was successful.As you can see on the screenshot attached, the loading is endless. Your help will be much appreciated. Regards, Brian B.
send mail from service desk
hi , when i want to answer incident clicking on reply i want to send mail to gmail.com . and its not sending "sending notification failed" is there any way to send mail ?
Determine Asset Type during Network Scan based on MAC address?
Hi, Have a bunch of Polycom VVX-310 phone which do not support SNMP. Is there any way to get them automatically categorized based on MAC address during the network scan? If not, can this option be considered in a future release? Thanks, Shahid
Request opened by email
Disable the request opened by an email except when comes from a user that is in a specific domain group. Do you think is possible? This is a way to stop the lazy user that does not use the web form but grant to use the email to an user that have difficult to use the form because is always outside the company or is my chief. thanks Stefano
ServiceDesk Plus upgrade from 9121 to 9200 version FAILED
Dear everyone, There is an error when we upgrade SDP 9121 version to 9200 version. Best regards, Alexey
Custom Help
Is it possible to add a custom help link to Service Desk Plus? We have developed several internal documents showing requestors and technicians for to use SDP in our environment and it would be useful to provide links to this documentation directly from SDP. Regards Dave
OnSubmit Field and form rule script multiplies strings
We have OnSubmit script as written below, which should take the current subject of an service request and merge it with employee name on submit, so that ticket subject is: "orig_subject - Employee_name". This is a problem, if you miss to fill any required field and SD warns you that you need to fill some of the required fields, the resulting subject string is multiplied like: "SUBJECT - EMPLNAME - EMPLNAME - EMPLNAME". The more times you miss a required field and needs to re-submit, the longer
Service Desk Plus Crashed
How to associate software like MS SQL to incident as asset
Hi, I want to attach my database software as asset in incident form. Already I don't see software as asset. What should I do? Thanks
Report with "user Additionals fileds"
Hi, I need gerenate report with user additionals fields, but I don't see this fields in available columns of the custom report. Is this possible? Thanks and regards, Gerardo Cortes
Aging report
Hi Appreciate you could guide me how to set up a report for aging example incident / request which more than 30 days and 90 days Regards Vincent
request for report
Hi guys, we would like to get a report holding the below: Request ID Request Mode Request Type Group Created By Technician Category Subcategory Created Time First assignment to group First assignment to technician Completed Time Requester Department Priority DueBy Time Request Status Item Site we have been trying with bits and pieces we found on the forum, but haven't managed to get it to work. it actually crashed our instance :-) we are on PGSQL
hide department from My Details in requester page
Hello, please advise how can I remove the Department field(details) from My Details page of Requester. Instead of Department can we have the Site available? Thank you, Vanessa
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