Can I know who did never login to SDP ?
Hi, I'm the admin of SDP in my company, and I need to know who of the users did not login before to SDP. Is there a way to know this?
Can't put Tabular Reports on the dashboard
Hello. I have a problem I'm hoping to get some help with. If I make a report, like a Matrix Report, I get a button called "Add to dashboard" so I can see the report easily in my overview. If I make a Tabular Report however, the button is nowhere to be found. I want to add my Tabular Report to the dashboard. It would be much better if the button was always there, but in cases where it couldn't be used it would be greyed out and then, when you point at it, it would tell you why you couldn't use it
Access to Purchase Settings
Somehow we do not have access to Purchase Settings. All other options of Purchase/Contract management are working, but when I want to go to the purchase settings http://localhost/SetUpWizard.do?forwardTo=prsettings I get an authorization fail (logged in as Administrator Anyone familiar with that issue?
Unable to login to SDP
Hi, We have a cloud servicedesk server (AZURE), and at the beggining we were able to login by administrator account without any problems, then we imported users from our domain controller and we were able to login with the domain users too. Suddenly the application wouldn't let the damain users login and we created local users just to ensure that at any time we would be able to login. But now we cant even login with the administrator account. We upgraded the application already, but still the same
Text Conversion & Formatting
Hi, We copy content from various sources into SDP, and find that some sources don't work well with the system and get interpreted as different fonts, sizes and formatting. Even when you do get it looking right, e-mails that get sent out appear in a different font and we're trying to make things look consistent on the system and mail. Could you advise what coding (XML\HTML) should be used when importing text into SDP ? I tried notepad but that was inconsistent, MS Word impacts formatting.....so is
Problem with report time
Good Day, everyone! I have a problem with displaying time, when I generated report. Time in report is differed from original time in 7.5 hours. Why and what do I must to do for solving this problem? Thanks for Your expert help!
Question about Servicedesk plus
Hi All , i got few question about services desk plus Free Edition 1. is there limitation of request create and requester on free edition ? 2. how to generating report by 1 requester only ? and show all the request of the 1 requester ? Thanks to everyone
ServiceDesk Plus Test System
Our clients are often looking to build a separate instance of their production copy of ManageEngine ServiceDesk Plus for testing purposes. This is a pretty straightforward process but there are a few things you do need to be aware of. With a default PostgreSQL deployment of ServiceDesk Plus on a single server you simply need to build a new instance of ServiceDesk Plus on the new test server using an installer for the same build as your current production system and restoring a backup copy taken of
How could I get "description" field from switch?
With the functionality of automatic discovery (Admin/Discovery), in the case of the switches we are not interested in obtaining the "Speed" field, however we would be interested to get, store and show "description" field. How could I change the way servicedesk collect information to take "description" rather than "speed"? Thanks
Email Commands - Updates not working
Hi, We have started to use email commands. I did significant testing and learning to make it function and got success. As of three weeks ago, I could create, update and resolve cases via email commands. I have just tried this again as we are using a vendor for handling some support calls. Unfortunately the case update and resolving command emails are no longer processing, they are just going into the case as part of the email conversation. So, I get the same result whether we send the email from
ServiceDesk Plus Community Digest - Sep 1, 2016.
A lot happens in a fortnight on PitStop around ServiceDesk Plus. And, it's quite likely for you to have missed out on something interesting. So, we decided to bring you all the action of the fortnight in a digest. Read on and stay updated on all that's making PitStop the most happening IT hub. At the Podium: We are proud to announce that MKR@SDPAdmins is now At the podium this month with 139 points, closely followed by Adam Marks with 101. Boot Camp: Boot Camp opened last month. Designed as a series
Original Recipients are added back into a Reply - even if previously removed
9.1 Build 9110 We've noticed this a few times - mainly as the customer we are working with, 2 of the customer contacts are no longer working with our project - and dont need to be included. Scenario: A ticket has been created by emailing our dedicated support address. Follow-on Replies have more recipients added to them as required. After a specific reply - It is noted that these 2 people should not be included in future updates - so they are removed manually from the recipient list before the reply
Add_request with requestor and technician keys
Hello, I use the following script with two API keys - requestor and the technician. With technician key request performs without any problems with the selection of a set template "Заявка". Request: 10.239.88.16/sdpapi/request/?OPERATION_NAME=ADD_REQUEST&TECHNICIAN_KEY=510263CE-AC78-4E83-BFD9-BAA47095C7E3&format=json&INPUT_DATA={"operation":{"details":{"requesttemplate":"Заявка","subject":"Problem","description":"bla-bla","priority":"SLA 8"}}} Response: {"operation":{"result":{"status":"Success","message":"Request
Require group on assignment
Hello, I understand that I can require a group be selected on a template but I have run into an issue where technicians are assigning tickets to other people and not choosing a group. This is problematic because if that individual is out of the office, nobody else is aware of the ticket and it can fall between the cracks. It is also difficult for a supervisor to manage the queue if they are unaware of all of the tickets assigned to their group. Is there a configuration option where I can require
Suggested Solutions for New Requests
Is it possible for solutions to also auto populate when a new request is being created. This would be done based off the Solutions "Keywords" and "User Groups'. Service Desk could look at the subject and description fields of the new request for any keywords that match a solution and offer the user the Solutions Title as a recommended fix before they complete or submit their ticket. -- Zacc
Copying data from one field to another - several thousand tickets
I have a need to copy the contents/data from an additional field set as a pick list to a new field set as a multi-pick list as part of a redesign of some of our fields. Since we are limited on the number of fields we can have and I can't lose the existing data we need to copy it to the new field and then be able to repurpose the field its replacing. This would require manually updating several thousand tickets. Obviously I'd like to script this so we don't have to touch each record. I believe field/form
Edit HTML on login page to set default domain
Is there a way to set the default logon domain for our helpdesk. It's a small step, but a lot of users complain about needing to select the domain.
Report for Technician Login / Logout time for a specific period.
DB : MySQL / MsSQL Tested Build : 8116 Description : The report will give the Login / Logout details for the technicians for the specified time range. Report: SELECT PRINCIPAL 'Technician Name', LongToDate(TIMESTAMP) 'Time', OPERATIONNAME 'Login / Logout' FROM AUDITRECORD LEFT JOIN OPERATIONAUDITRECORD ON OPERATIOnAUDITRECORd.AUDITID = AUDITRECORD.AUDITID INNER JOIN AAAACCSESSIONAUDIT ON AAAACCSESSIONAUDIT.AUDITID = AUDITRECORD.AUDITID INNER JOIN AAAAccSESSION ON AAAACCSESSION.SESSION_ID = AAAACCSESSIONAUDIT.SESSION_ID
Feature Request: First Response SLA and Timers added to Service Requests
It's important for us to be able to measure the time to pick up a ticket, regardless of whether it is a service request or whether it is an incident. May we please have a feature request to have the same SLA definitions, timers, and reporting on First Response for service requests as we do for incidents? Thank you, Adam
How can I change "administrator" password? MySQL DDBB
Morning, I want to change "administrator's" password so what a need is MySQL script to do it and the steps to encrypt de password. Servicedesk Plus version 9.2 Thanks in advance.
Requester does not exist / Question about request collaboration
Hi, When I want to create a request by one of the user, there is still problem. On one of the workstation, when I try to create a request with this user i get a statement: "Requester does not exist". This situation occurs only on one workstation. I have tried to delete cache, extracted and i have tried to edit this requester, but it didn't help. Have you some idea, how to solve this issue? Second issue is question about request collaboration. In which place can I change a port of this function in
Job List
We're planning on using the helpdesk for general maintenance tasks and what I'm looking to do is generate a job list that I can print off and give to our maintenance team. Something that looks a bit like this: Job: 1 Created on: (date) Description: Replace the light bulbs here Job:2 Created on: (date) Description: Fix something else over there From what I have seen so far the reports don't show request details. Is there any way to do what I am trying to achiev?
LDAP Authentication
Hi All, Is there any document with an example for working and configuration of LDAP authentication in Service Desk Plus ? If yes please do share with me. If no can any one please explain it with an example ? Thanks Arjun
NTLM Failed Redirecting To Login Page...
Ran into this error today. Clicked on an entry (the only one to do this so far) in the assets/workstation tab and this is what loaded: NTLM Failed Redirecting To Login Page... The page rapidly reloads. No way to generate a support file. Thank you, Darran
Trigger business rule when request is assigned to a particular group
SDP 9209 I have created a business rule which triggers when a request is assigned to our developers group. This works fine if the request is assigned using the template (ie by editing it). However the business rule is not triggered if the request is assigned from the request list view or via the Assign operations menu option. Any ideas? Thanks, Roy
Log Out/In lose domains
When I log out of SDP, they refresh to log back in, I enter my credentials but only have LOCAL AUTHENTICATION available. Prior to entering my username, the list is populated with the proper Domain Names. Why is this?
Tasks in non assigned Support Groups
Scenario: - 2 Teams (Team A & Team B) - 2 separate Support Groups with assigned Technician rights to only 'view Requests in Assigned Groups' - Team A receives requests that requires Team B to complete some work - Team A assigns a Request Task (under Team A's SG) to a Team B member to complete - Team B member completes the Task and closes the Task Question: Is it possible to prevent the Team B member from viewing the parent Request and only have access to view the assigned Task? Currently the Team
Approval action responses creating New request
When may approvers approve a request the response email creates a new request in service desk. How can I stop this from Happening. This is something that started with a greater frequency when updated to 9.2 build 9223 running mssql.
Service Desk Plus new logons are NOT working for web based forms
Please can I log a new prioritised ticket relating to a vulnerability discovered today. We are experiencing an issue whereby any users who are using desktop icons/links and have logged off from Service Desk Plus cannot log back on to the service. We identified that our Palo Alto Firewalls had a software update and has discovered an historic/old vulnerability from 2005 (see link below) http://cve.mitre.org/cgi-bin/cvename.cgi?name=CVE-2005-2006 It is therefore dropping/refusing any new connection
Barcode Field is missing
Since upgrading to 9224 - the Barcode field is missing from the Workstation / Server Report builder. It does still appear to be available in the "All Assets" module. I also noticed that anywhere I had a duplicate barcode in my asset database, you renamed it. This kind of information would be valuable BEFORE an upgrade is performed. Maybe notification in the ReadMe file? I had a specific use for duplicate barcodes. Below is my weekly audit report that no longer has the Barcode field. Please
Where is the Response Time defined in Service Catalog SLAs
I'm really try to understand all of the time-based reporting, what starts and stops the clock, and how we implement SLAs against them. In mail-based SLAs, one is given the opportunity to define both a target Resolution Time SLA and a Response Time SLA. However, in the Service Catalog>Service Level Agreements, one is only given the options to define an "Agreed Upon Time." Aren't we missing the response time definition, or am I missing something here? Thanks, Adam
Logs for adding notes and replies?
One of our technicians swears he's sent replies to tickets, but emails are not delivered and notes aren't showing up. He asked me to watch him send a reply this morning, and naturally it worked. He says he had already sent two replies on that ticket, but they weren't delivered. They don't show up in the history of that ticket. I'm wondering if there is some sort of log elsewhere that I might check. He also says he's added Notes to tickets but they also sometimes don't show up. Could there be
ServiceDeskPlus for Linux
Hi, I wanted to use servicedesk on Linux, the version what i am getting for download is Ver 8 and there seems to be no updates after 2014 which makes it 2 year old product. is this correct that manageengine is not supporting ServiviceDesk on Linux whereas the Linux is now mianstream and embraced by masses, why are you shying away from it? Why should I pay for SDP which is forcing me to buy Microsoft OS too. and if there is Latest version of SDP9 available for Linux please provide me the download
Requester email replies appends requester Subject to technician email notification
When a requester replies to an email, the notification email sent to the technician includes the Subject from the requester in the received email Subject which has a "Re:" and a duplicate of the ##RequestId## as shown in the screenshot. Is there a way to have the system remove the requesters Subject from the email reply before it sends the notification email to the technician so it only has the Subject sent to the technician as defined in the templates Subject at Admin > Notification Rules > "Alert(or
Assign Service SLA within Form and Field Rule (for Services)
Hi, By using field and form rules in a service template, I can simplify and reduce the numbers of services in any Service Category. However, I found that I am unable to assign different SLAs based on a field value (as example, sub-category or item). Now I have one service request template used for different sub-categories, but without any SLA assigned (each sub-category or item could have different SLA). By using Business Rules (Service Catalog), also I have no option to based on criteria assign
Hi, Can someone please share a query which can enlist all the service request approvers !Help Appreciated.
enlist all the service request approvers
SDPlus Incoming Mail Fetch Problems with Google Apps
Hi... I'm having an issue getting the Mail Fetching ( Incoming ) working properly with SDPlus on a Google Apps mail account. I'm using SDPlus 9.2 build 9211. I know that my username and password are set correctly. Any help in getting the correct settings would be very helpful Thanks...
Error when using SNMP to scan PC Windows 7
Hi all, My SDP is installed on the Linux server with CentOS 7 distribution. So, I can't scan Windows PC in my networks. I using SNMP to scan these windows PC. But, it unsuccessful and it show messenger as below: Error : Cannot identify model of this device. Please help me resolve it. Thanks for your enjoy!
Organize Request Filters
I noticed on the mobile app that you can adjust/remove request filters. Why is this not available from the web client?
Update failure 9207 to 9213
Hello All Having issues updating to from 9207 to 9213 (i know there are patches after, but tried those with the same results). The updatemanager fails and throws error about trying to read ARC_ServiceReq_XXXX and ServiceReq_XXXX where XXXX is a valid incident number whilst trying to do the pre-install backup. If I look in my DB (MS SQL) I can see other tables similar which are blank , so a quick create from and add in the tables then it proceeds until it hits another one thats missing. Original install
Next Page