Pass Through and SSO issues
Hi, I have setup Service Desk Plus and all is ok apart from the Pass Through will not function or SSO and the computer has been successfully created in AD to allow this to work. I can only logon with local authentication and not via AD. Any ideas what else I can do?
File Links
Hi, Just a strange question. If I stored some templates on the server (Excel files). How could I link these in a Ticket ? The idea is we provide a template link that needs to be completed and then attached to a Service Request......and we want to avoid linking to the network or SharePoint. I'm sure I can shove it in fileattachments..but unsure how to identify the link or stop it from being overwritten. Any ideas ? Andrew
Report Remote Computer TimeZone
Hi, How can I do remote computer TimeZone Report?
Software report
It's been a while, but I though I could run a tabular report that would was grouped by software and listed what workstations had it installed. I can't find one. Anyone know a query to run this? Thanks Chuck
Report to show assets not correctly assigned
Hi, would like to create a report to show where assigned assets do not match the last logged in user, is this possible? We manually assign assets (laptops) when issued to staff but sometimes the asset is not correctly updated by our technicians and so we need to flag these up for remedial.
Approvals (Print Customizer)
Hi, Is it possible to add in future a possiblity of printing "Approvals" in printing requests?
Email spoofed to appear to come from technicians
Is it possible that when a technician emails the requestor the email appears to come from the technicians email defined in their profile but the reply to address is actually the service desk email which allows the ticket to be updated?
Task Notification prior to due date
I've seen where a task notification can be sent to the task owner when the task is assigned, and when the task becomes due, however, I can't seem to find an option to send a notification for an incomplete task that is due "x" days prior to the due date - example: There is a task that is incomplete and due in 2 days. I want a notification sent to remind the task owner that the task will be due in 2 days. Is this possible?
Disable modul
Hello How can I disable the module that I have identified. I do not want that users would have seen him. This can be done? Thank you
Average Time between Technician Assigned and first response
Hi, Is it possible to have a report that shows the average time between a request being assigned to a technician and the first response time by that technician for each week. We are are using the PGSQL database. Thank you in advance, George
CREATEDTIME
Hi. I'm from Russia. Sorry for my English There is a standard query that shows outstanding requests for the current day: VICEID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN StatusDefinition std ON wos.STATUSID=std.STATUSID LEFT JOIN RequestResolver rrr ON wo.WORKORDERID=rrr.REQUESTID LEFT JOIN RequestResolution rrs ON rrr.REQUESTID=rrs.REQUESTID WHERE (((((serdef.NAME = N'КХ НСИ' COLLATE Cyrillic_General_CI_AS) AND ((std.STATUSNAME = N'Открыто' COLLATE Cyrillic_General_CI_AS)
Due By Date
Can the DueBy date or any of the other date fields be added to the incident template? I have an item set up for "Off-Boarding" an employee, I would like the submitter to be able to set the date which it needs to be done by without having to go back in after the ticket is created to set the date.
Not able to Mandate or Non-Mandate "Select Approver"field in Form Rules
Dear all, I'm trying to have the select approver depend on the item being set, but I'm not able to select this field. Some of the Items do require approval, while others do not require it, therefore this issue. Kind regards, JS
Access to specific elements of rquest
I would like to ask you for create option in service desk, which will be responsible for giving permissions only to see specific elements of request. For example: serviceman from one group will be able only to see tasks and/or attachments, but not content of request, which has been created by member of another group.
Function $CS.addOptions doesn't work
Hi, I wanted to make a simply script to add an option of choose of one field. script: $CS.addOptions("ServiceReq_1801_UDF_CHAR2",["Piotr","Andrzej","Jerzy"]); Unfortunately it doesn't work. For example function: $CS.removeAllOptions(["ServiceReq_1801_UDF_CHAR2"]); works correctly. Do you know what can be a reason of this?
Service request - Submitter select approver for workflow
Hi Whats the best method for a submitter of a service request to be able to select the approver in one of the stages of a workflow. Have a large org and the submitted needs to select the approver depending on cost centers and line manager. Cheers
Extend PO view to requester
It would be nice to extent the Purchase Order Viewer role to specific requesters besides technicians. E.g. it would be beneficial for our finance department to access PO's if they needed to verify the PO against an invoice they received. This would save time for them as they would not have to notify me and wait on me to print and email them the PO.
assign the right to the requester to chose the site
Experts, i want to assign the right to the requester to chose the site when opening new ticket.
Log On To Box on Home Page
Hi For the Log On To box , how can I default this to my domain instead of ---Choose--- Thanks
API
I have read all the API documentation and I can't find if it's possible to retrieve multiple requests. In my case I want to retrieve all requests that are either open, or unassigned. Is this possible with the API? Thanks.
WMI scanning "Least Privileges" service account question
We are setting up WMI scanning but due to the sensitive nature of our business and the amount of servers we cannot grant a service account admin access nor load a client on all of our windows boxes. We are playing around with the security level and have asked support multiple times but they link me to to same "generic useless" page on granting the account admin access or tell me to load the client on the machines. Does anyone know what the "least privileges" settings might be for a AD user account
AD related Question!!
Hi all, I appreciate your previous support, and i am here again with new question that i faced on SDP. So on a test environment, I’ve imported requesters from AD. By default the “Requesters Allowed to view” is set to “Show all their own request”. I need to change this to “Show all their site requests” but doing this manually for all requesters imported from AD is difficult and time taking. Is there any way this can be done automatically? Thank you guys for your time.
Problems in creating incidents.
Hi fellas! After upgrading the version of ServiceDesk Plus to the 9229 version, I noticed a strange behavior in the creation of incidents: By clicking "Add request", if during the loading of the page I click again, two different incidents will be created. If I click 10 times, 10 new incidents will be created. I'm not sure if this behavior occurs in earlier versions. Anyone going through this?
Notifying users when requests are not approved.
Hi Good day. Is there a way to let users know that their request was not approved automatically? when a request is not approved only the technician associated is notified.
A Form & Field webinar.
I really want to use the Form & Field portion for my organization but I have no knowledge of scripting. It seems like Form and Field is quite heavy in the scripting. It would be nice to have a webinar created that we can attend that gives some examples of how Form and Field is used. What is the process that goes into creating a good Form and Field template. How do you create these templates. Some general best practices. If I have missed this webinar I would love a link to the replay. Thanks.
generate passwords for users
HiPortal generates the password is the same as the mailbox. It can be fixed?e as a mail yaschik.Eto to fix it?
Change the installation to a non site based
I know it may be a challenge, but I’m wondering if there is a way or work around through some queries or whatever to change our current site based SDP to non-site based? the sites were created accidentally while importing the users details from Active Directory, and SD confided each "physicalDeliveryOfficeName" as a new site. Can I go back to Non-site based installation and delete all these created sites? Many Thanks
Purchase orders
Before the introduction of the purchase request and the redesign of the PO module, it was possible to search all PO's for the product. Now that functionality appears to be missing. Is there any plans to bring it back. Example: I would like to put windows server 2012 in a search box and see all po's listed where that product was purchased.
Purchase Search
Hi, Before several updates searching purchase orders was very good. I almost could find any purchase order I was looking for. But after the new Purchase module update searching is dramatic. For example I have a purchase order for a iPhone which is for the requester “Sarina” in the comment field I type in why the purchase is made and for which person the items are like Below: So after a couple of months I want to search for a purchase which is for “Sarina” Normally I was able to search in the
failed update ppm from 9100 - 9121
Hi I urgently need some help in getting my SDP FIXED. i tried to update to 9121 - i did a full back up before hand but i dont see anything on the full back up folder just a file list and some screenshots zip files how do i revert back to the previous version?
update to built 9049
Good Day, I have Manage Enginr Service Desk plus installed. Version 9.0 Bulit 9041. I want to update that version. I found that article https://www.manageengine.com/products/service-desk/migration-sequence.html I am downloading service pack to built 9049. When i try to install i receive error occured and white screen in update manager error dialog
OpenLDAP authentication problem
Hello everybody. I'm evaluating the product. I have a fresh installation, immediately upgraded to the latest service pack 9.2 Build 9230. I'm able to connect to our OpenLDAP server and to import in SDplus the users; I find them as Requesters. Unfortunately, there's no way to log in SDplus using the OpenLDAP Credentials. Of course, the LDAP authentication is enabled. If I transform a requester in technician, nothing changes: there's no way to log in SDplus using the OpenLDAP Credentials. Since I'm
Change DB from PGSQL to MYSQL
Dear Support, I have already install ServiceDesk Plus 9.0 under CentOS environment, and want to use MYSQL instead of PGSQL for the database I have already follow the installation guide which run 'changeDBServer.sh' to change the DB connection But it show the following warning WARNING : Base table or view not found, message from server: "Table 'servicedesk.GlobalConfig' doesn't exist" Is there have any script file which can create the DB table under MYSQL such as "initPgsql.sh"? Could you advise
Scheduled Reports | HELP!
Hey All, I am looking for a way to view and disable all scheduled reports administratively. Is there a way to do this from the website? Or does it have to be done via DB Querey. If it is Query, what is it? We are running 9.2 9226. Thanks! Jeff Day
[SOLVED] What are valid characters in SDP passwords?
I've been unable to USE my password with same characters as my AD password bacause "~" character seems to be invalid in SDP password (no problem with AD account at all; we use local authentication in SDP). SDP allowed me to change my password but then i was unable to login. I realised that old password is still valid. No sign of error message at all. We have special characters in our domain password policy - seems that SDP is not compatible. Maciej, SDP admin since 7.0
SSO and click through links in email
We are using AD integration and SSO so that we do not have to log in to the help desk. The issue we have is that the emails about ticket updates status etc have a link to click through to the call: Click for details : http://servicedesk/WorkOrder.do?woMode=viewWO&woID=24203 If you do not have any other instances of servicedesk open then you end up on the dashboard page (presumably after a successful login) not at the advertised ticket page. If you have a window open and active in the servicedesk
Help to change SLA violated query
How I change this code, to add date (week or month)? SELECT ti.FIRST_NAME "Technician", count(wo.WORKORDERID) "Total Request",count(case when std.ISPENDING='0' THEN 1 ELSE NULL END) "Completed Requests" , count(case when (std.ISPENDING='0' AND wos.ISOVERDUE='1') THEN 1 ELSE NULL END) "SLA violated", count(case when (std.ISPENDING='0' AND wos.ISOVERDUE='0') THEN 1 ELSE NULL END) "SLA not violated" ,case when count(case when std.ISPENDING='0' THEN 1 ELSE NULL END) =0 THEN NULL ELSE count(case when
Projects Schedule end date format
Hello, How can I: 1. Format the "Schedule end" date to show as MM/DD/YY 2. Order records by "Schedule end" date (Newest to Oldest) 3. Group records by "Project Title" 2. Add a link to "Request ID" to allow direct access to that incident from that report We use Service Desk Plus Build 9111 / MS SQL DB The current query for this report is: SELECT projectdet.TITLE "Project Title", longtodate(projectdet.SCHEDULEDENDTIME) "Schedule end", wo.WORKORDERID "Request ID", wo.TITLE "Subject", aau.FIRST_NAME
Global View does not show all Tickets
Hi there, We realized a very important issue for our Service Desk Teamleaders: in the Global View, only Incidents with status "Open" and "On Hold" are being displayed per Technician. However, we do have several custom Status in the categories "In Progress" and "Completed". We request, that in the Global View, also all Custom Status are being considered to display the total amount of assigned Tickets. Because today this makes some confusion, as Teamleaders think their Technicians have less Tickets
Webinar: Field & Form Rules | 10th November
A request or change template in ServiceDesk Plus plays a significant role in collecting accurate information and creating valuable user experience. With field and form rules, you can create dynamic forms by defining custom rules during form load, field change and form submit right on the GUI which enables you to: Avoid cluttered request templates that overwhelm users Reduce the number of templates required for similar type of requests Avoid invalid/inaccurate field entries Reduce the time required
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