Strange UI after upgrading to the latest version
Hi! After last upgrade which changed UI it have a bug that can't be solved with reinstalling SD. When I point SD to the empty Postgres Database UI looks fine so I guess it's something in database went wrong. Bug looks the following way and exists on all tabs: Thanks in advance!
Report to show how many new requests assigned to a certain group for last week
hi all I'm looking to build a report that will show me how many new requests were created and assigned to a particular group for last week Thanks
how many long duration servicedesk plus record the asset's log changed?
Hi Dears I want a whole history change of some workstation from the first time that system is recorded in the system, but search when i search a detail of this workstation from the web of servicedesk plus it has just return a 15 day details and when i search it in DB i can just see the 1 month recently history of it. is servicedesk plus record all of the changes from the first or just a recently month? if the answer is yes how i can access the history of some workstation.? i need a query to access
Restore local authentication
Hi dear customer support I had a miss configuration of authentication method and the local authentication is disable now, and I can not see local authentication for administrator login in the dropdown menu on the login page. could you please help me how can I login as local administrator to chenge the configuration and edit it? is any way to login as administrator? Thanks
See who's admin through asset scan
With the current asset scan, every user account is fetched and display. It would be nice feature to see in which group the user is located and also be able to create a report from all asset for example who's in the admin group or user or power user group.
Ticket can be resolved/closed without resolution
Why in the new version of SDP the ticket can be resolved/closed by technician with empty resolution ? Please your advice.
Migrate version of Service Desk Plus
hi, i have a question, i can migrate version 9223 to 9236 Service Desk Plus without any problem, Thanks, Greetings!!!
Update an asset's location - Custom Trigger?
I'm very new to ServiceDesk Plus and am trying my best to learn how to automate certain processes. I've created an equipment request template that contains location fields for which the device requested should be deployed. Our techs review the ticket and if approved, assign an asset to the ticket. Is it possible to get the location information from ticket and append it to the Location field of the asset automatically?
Cost center field in purchase order template removed cost center number after 9233 patch
Am I the only one with this issue? After the upgrade to patch 9233, the cost center field in purchase order no longer shows the cost center number, instead it shows the cost center name associated to that number which is not good for me as I need to see the number.
Notes vs. Resolutions vs. Solutions for technical details.
Hi guys, Just looking for some examples of how others are using the different areas of the request module. Basically, we use the 'Notes' section for technical details and the resolution sections for the user facing stuff. This is mainly due to the resolution being sent in a notification to the user when marked as 'Resolved'. The problem with this is a that all of the new 'Solution' based functionality is based around the 'Resolution'. Adding solutions, finding solutions etc. This has led to a real
Replying to a Request email template shared with technicians and requestors
I have setup the email template for "replying to a request" under Notification Rules with the mindset of this being used mostly by Technicians, and it is as follows: $FirstName, Thank You, $Technician ###-###-#### Company Help Desk The issue is that I've found that when a Requestor logs into Self-Service and uses the Reply feature, it uses the exact same template. Needless to say, the template above doesn't make much sense if the requestor is replying. Is there some way to separate out requestor
Anyone know how to separate "New Request" from "New Incident" in the Self Service Portal?
Hey everyone, We are currently operating SDP 9.2 9226build and I am trying to separate New Incidents from New Requests on the Self-Service Portal. I have looked through a forum or two including this one and can only find results for version 8.2. This is the only response that I have seen for v8.2: "After upgrading to version 8.1, by default, the Incident Catalog and Service Catalog will be merged as Request Catalog. In order to split this into Incident Catalog and Service Catalog, go to Admin-> Self-Service
Java error when running Query report - string index out of range
I have a number of Query reports that I created earlier this year. The queries themselves run without issue in SQL Server Management Studio, other than the use of LONGTODATE. But the reports error when I run them from within the SD Reports module. This error is displayed - java.lang.StringIndexOutOfBoundsException: String index out of range: -1. Has anyone else gotten this error? We recently upgraded from 9.2 Build 9229 to 9.2 Build 9235. I don't think that this error came up until the upgrade
Service Desk Plus Mobile app
Hi all im looking to deploy the mobile app but i have some issues with signing in. I have found the following article below, but i have an issue signing in. Other than having the standard web app i have made no changes or purchased any other modules. We are using LDAP as authentication Have i missed something Thanks https://www.manageengine.com/products/service-desk/help/adminguide/mobile-client/iphone-app.html#login
Email distribution lists
Currently, there is no way to select a distribution list to which announcements can be sent. If I want to send an announcement to a group, I have to provide the fully qualified email address. For example, I have to type in AllStaff@mycompany.com.au When users are imported fromn AD, the distribution lists should also be imported and technicians allowed to either: select the DL from a pick list have a "type ahead" feature like that provided if I start to type in a user's email address. Ideally,
Business Rules
Hi, I would like to hear examples of how you are using the Business Rule feature within your organizations. I'm new to the product. Thanks Terry
What is the character limit in a comments field?
What is the character limit in a comments field, specifically the 'comments' field within the 'close request' object for ServiceDesk Plus. Thanks
Rest API to Add Requesters
I'm trying to come up with a way of automating requesters without using the AD sync functionality (It's a complicated mess, but we can't pull from the AD, directly). I'm able to add a requester using the Rest API, but I don't seem to be able to add extra information like: Login name, domain, password,first name, last name. All those attributes cause the api call to return an error with "invalid column names". Is this a thing where I have to add the requester, then immediately update them? Thanks
"Approve Service Request" greyed out for a user
Hi, I have one user that does not show up in the list of approvers when I am trying to set up a service request workflow. When I checked his user record the "Approve Service Request" checkbox is set, but it is greyed out so I cannot reset it. I am thinking if I can fix this, the first issue will be fixed as well. Regards Dave
Field and Form Rule not working
Hi, I am using "field and form rules" for the first time and can't seem to get it to work. I've set the rule to hide the fields below in the form if "yes" is selected, and then selected all of the fields that I wish to hide. The rule is configured under "on form load", rule execution is "on create/edit" and it applies to all users. I have enabled the rule. However when I open the template to log the request and select yes, nothing happens....it's ignoring the rule. Have I missed something? In
Strategic Goal tracking
I would like to be able to define strategic goals for the organization and align every request template, project and change to the strategic goal that it satisfies. This would allow us to report on organizational effectiveness and strategic goal fulfillment.
REST API Key
How to get the Technician API Key at runtime by passing the user credentials using rest api functions
Technician/User does not have permissions to view this request filter
hi i have logged a ticket via the api call in our automation engine. I then run a job to get the request so i can see its status. i am using the below but get the error in the subject line. http://servicedesk:8080/sdpapi/request/%3FTECHNICIAN_KEY=FA258170-D8EE-4B95-9C44-A54E3FE36C01&OPERATION_NAME=GET_REQUESTS INPUT_DATA=<Operation><Details><parameter><name>from</name><value>0</value></parameter><parameter><name>limit</name><value>89743</value></parameter><parameter><name>FILTERBY</name><value>89743</value></parameter></Details></Operation>
Recently we have moved to Exchange which email type and port i have to keep . I tried all port numbers
Hi, Please suggest i am using SDP Ver 9.0 9043 . Priviously we are using POP for mail Configuration Settings . Recently we have moved to Exchange . which email type and port i have to keep . I tried all port numbers . In settings i didn't find https so please help me what and which port i have to keep for exchange Mail id . Smtp Settings Saved sucessfully but mail sending option . Regards, D.Chaithanya
Technician Unable to see all tickets assigned in Queue/Group
I have an issue reported that I have been able to verify but do not know how to correct. A technician with the exact same role as everyone else in his queue/group is no longer seeing all tickets in the Request Group View. If he does an advanced search and looks for open tickets in that = his queue and are pending they appear; they all do not show up in his "My Pending" view even though they are assigned to him. Out of 6 tickets he has assigned only 2 are visible from these views if he creates a custom
SLA based on Date Field in Form
Our department has a service request for video production that includes a 'Event Date' field. Our team is required to fulfill the production request 10 days after the indicated event date. Is it possible to create an SLA that takes into consideration the date in this field and starts the timer based on that date? A request may come in a month ahead of the event, so setting a hard 10 day SLA does not work.
Problem setup in Android and IOS apps.
Hi team, I have an issue with SDP. I have this link posted on the Internet, I make settings for IIS for me to stay this way: http://www1.xxxxxxxxxxxxxxx.com.co/SCHelpDesk/ Now, I want to set this address on the Android or IOS apps. How do I make this setup?
How to Enable Local Authentication in Service Desk?
There is a Problem that i have in Service Desk When i was login with administrator account through "Local Authentication" in --> Admin Tab --> Self-Service Portal Settings --> Enable Local Authentication Settings --> Do you want to allow users to login based on Local Authentication? I changed the answer as "NO" !!! Now i cannot login with my administrator account anymore which i could do all my permissions through this account. Could you please tell me how can I Enable Local Authentication again?
Mail fetch issue - Office 365 users
Hi, Lately we are receiving multiple requests with mail fetching issue. We have found that it occurs particularly with the Office 365 users. The issue is due to an update in their SSL certificate. Here's the error trace we see on the logs, Exception when connecting to store.|javax.mail.MessagingException: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target;
SCCM integrator with service desk issue
Hi , Please note that i install and configure SCCM integrator successfully , but when I execute the ‘SCCMDBConnector.bat’ the error is appear as shown in attached image , log file contain this : ******************************************************************* Dec 05, 2016 3:16:29 PM com.assetexplorer.sccmconnector.SCCMScanner <init> WARNING: Problem while creating connection to Database Dec 05, 2016 3:16:29 PM com.assetexplorer.sccmconnector.SCCMScanner <init> WARNING: DBServerName,DBName,DBDomainName,DBUserName,DBPassword
Printable Service Request catalog.
Is there a way to print out my service catalog? My boss would like a copy to show to people on what we are doing and to what it looks like. Please let me know if anyone has had this request before. Colby
How long time have been spent by every support group?
Our support technicians are divided Tier 1, Tier 2, Tier 3 teams, when end user call helpdesk (SDP), our T1 support techincian will remote support firt, if can't fix it will flow to T2 support team - on site support. if still can't fix it will flow to T3..., so many requestments need mutil support team solved it, and I want to check every team's time efficiency every day. need the reporting include, how to generate the reporting? Requestment ID end user Spent time
Mobile Device and LDAP
Hi, we have 2 ldap. When i try to connect throw servicedesk/mc or android app. I can't connect. Any ideas?
LDAP authentication for Mobile App
Many higher education institutions use LDAP quite extensively for user provisioning and authentication. We use LDAP with ServiceDesk Plus and would like our technicians who work on-location and in the field to be able to log in to the mobile app to update requests.
The user belongs to a site for which you do not have access
When trying to create a request for a specific requester I get this error. The requester has these symbols in his name [ ] Would this be the issue and how could I resolve it? The department that doesn't exist in the sites of SD+ is written between these brackets. I am running Service Desk 9.2 Build 9211 with an MSSQL database.
Jump To
Hi, We're using ServiceDesk Plus and trying to figure out if the Jump to can be amended to include shortcuts to our own business links or apps ? I understand it's for integration to other functions and tools of the ManageEngine suite, but it would be useful if we could customize that OR if there is another way to add shortcuts to say , our SharePoint sites and apps ? Has anyone managed to figure out if this can be configured to our own needs ? Andrew
Upgraded to latest version of SDP, Can not use Desktop Central quick menus
I cannot use the Desktop Central quick menus. I get a blank page return.
Setting Resolution in Service Request Template
Incident Request Templates allow you to pre-set the Resolution so you can set the status of a request to Resolved ahead of time. I am looking to do the same for an Service Request Template. Obviously the Resolution field isn't available so I am looking to use Field & Form Rules with an On Form Submit rule that executes a script. I can't find the $CS.set command for Resolution. Anyone know the script command to set the Resolution? I am going at this the right way?
Problem with notification
Hi, I have problem with Notification Rules. When I chose "Acknowledge requester by e-mail when the request is updated" and try to change some fields (status, description, subject, etc) of request, I dont get any notification. What reason can be? Also, I create new field with type Date. And I want send auto e-mail to creator of request, when this field will be change. How do it better? Help me please.
Request Tab - Custom View Permissions
Can we add Role permission to hide Custom Views that are are only used by certain Sites or Support Groups? We have two sites, and both sites can see each others Custom Views (though when you click on the other sites view, no tickets are shown). It would help decrease View clutter by not allowing both sides to see each others Customer Views in the Drown Down list for views.
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