Talk ITSM: Asset Management Training (Free!)
Hello IT pros Last week, our ManageEngine experts kickstarted your ITSM journey with ServiceDesk Plus. In the next couple of weeks, on the 31st of May, they will tell you how to use the Asset Management module of ServiceDesk Plus to not just manage, but get the best out of your assets. In this free webinar, our experts will take you through: Asset discovery techniques Asset classification best practices Asset life-cycle management Software asset management Software license management If you
Preventative Maintenance Tasks to include Days of the Month
We have a maintenance task of updating our core servers on the last Tuesday of each month at a set time. We are currently using calendar entries to remind us but we'd rather set up a preventative maintenance task on the service desk Unfortunately we can't see any option for how our tasks are set up only monthly on the day (1-31) and a time Would there be any possibility of having a option to select a specific day similar to how Outlook can create tasks?
Error when backing up Service Desk Plus
While attempting to upgrade Service Desk Plus I was doing a backup (backUpData.bat) when the batch job died with the following error: java.io.FileNotFoundException: C:\ManageEngine\ServiceDesk\bin\..\fileAttachments\Request\ May2016\38791\Recovery.pdf (Access is denied) at java.io.FileInputStream.open(Native Method) at java.io.FileInputStream.<init>(FileInputStream.java:146) at com.adventnet.servicedesk.tools.SDBackUp.zipDirectory(SDBackUp.java:2121) at com.adventnet.servicedesk.tools.SDBackUp.zipDirectory(SDBackUp.java:2117)
Worklog Timer: Adjust or Negative amount
Have a technician that accidentally forgot to stop the worklog timer. Her "timespent" is now 53 hours and 19 minutes and it should be 26 minutes. Is there a way for an admin to either adjust timespent for a user, or enter a negative amount to correct? Please advise on how to fix Thanks, Dave
Moving back to postgresql database
Has anyone ever moved back to the postgresql database after moving to MS SQL? When I try to change the database (using changeDBServer.bat) the PostgresSQL Server option doesn't connect via the test. Thanks, Aaron B. Allison
Services&Incident (Template Categories)
hi , how to add Services&Incident in the same Template Categories under All templet b default ,when I installed SDP 9.2 Build 2905 I find this feature before when restore the backup ,how can I add both Services&Incident thank you
Mail Fetching issue using office365 mail
•Email settings saved successfully. But an error occurred while trying to check connection with mail server Problem connecting to mailbox. I have restarted the SD Plus & checked the connection through telnet ports 143,25,110 are working. Any Suggestion???
Auto-set request status to open
Is it possible on the request to be set to status "Open/On-Going" again automatically if the requester replies to the request after we have set the request to "Waiting for respond" when we tried to contact the requester? Steps: 1. End user (requester) create a request and it will be automatically be set to "open". 2. Technician do something with the request and send back some information to the end user (requester) and set the request to "wait". 3. End user (requester) replies to the technician and
request does not fall under your permitted scope. so you are not authorized to update the same manage engine service desk plus
Hello just a quick note to inform you about the problem which i face regarding to below scenario scenario: group 1 : technician x (is owner) and some other technicians are member of this group group 2 : technician x (is owner) and some other technicians are member of this group other groups I have 2 support group that owner of the both group is one person. the person is the member of the both group too. the role of the owner (technician X) is All in group & assigned to him[Requests and Changes only]
Cannot add new business rule
Hi, I cannot new business rule in SDP.I have created and saved a business rule but rule is not appear. SDP 9.2 Build 9213
MSSQL install option missing
Hi, How do I get MSSQL install option?
Technician Site Variable does not get populated
When a technician is created and assigned to a site, the Site field within the Technicians' profile does not get populated.
Blank Support Group Descriptions/Adding new Support Groups deletes old ones
Hi, We have 2 problems with Support Groups: Most of our support groups are displaying a 'blank' Description field, which makes it hard to work out which one is which when we need to change them. When we try and add a new Support Group, it seems that a random 'existing' Support Group gets deleted. Again, because of the blank Description field, it's hard to work out which one. Thanks for your help, Andy (v 9.0 Build 9014 free version)
Adding Request - Problem associating site to a template
Hello, We are trying to add a request to ServiceDesk+ using the REST API on an external web form. The request is successfully requesting a template and other fields but is just not associating with any site. The template itself should cause the request to associate to the site. When I try adding the request using the REST API Documentation, it associates to the site correctly. Comments on the attachments: - Form Created Request: This is what our web form is generating. Everything is correct (including
Desactivar envio diario de mail
Hola, Todos los días envía un mail con un informe de mantenimiento, al bajar las licencias no nos aparece la opción de desactivar el envió de correos electrónicos. ¿Cómo podría solucionar este problema? Gracias por adelantado.
technician list in task owner menu
Hi all, There is a way to limit the technician list in task owner menu? I find more appropriate if, in the task owner menu, a Technician has the possibility to view only the Technician that they are related to (maybe because they are part of the same group) and not all the others Technician available in the system. Thank you very much for your help
Converting incident to Service removes the Site value
Hi All! In most templates the Site field is set to "Not associated to any site". So when we do converting Incident to Service from some template and choose "Overwrite the incident field values with the template values" it overwrites the initial value by "Not associated to any site". Is there a way to keep the firstly entered site value? Thank Nikolay
Report WorkOrders By Company
Hi, I'd like make a report from workorders adding company columm for any case. I have this Query for Company: SELECT people.attribute_1201 "Company", count(wo.WORKORDERID) "count" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID Left join people on sdu.ciid=people.ciid WHERE (wo.ISPARENT='1') group by people.attribute_1201 workorders: And for WorkOrders: SELECT wo.WORKORDERID AS "ID de la solicitud", qd.QUEUENAME AS "Grupo", aau.FIRST_NAME
trigger
hi, could you please explain Trigger feature and how we can Benefit from them and apply. Thank you
SSL and ServiceDesk Plus - They aren't playing nice together.
Hello everyone, We've updated to the latest version of ServiceDesk Plus and upon running the changewebport 443 https command to convert the site to SSL. We get a page could not be displayed, and then a cipher error that states we're not configured properly to use SSL because it's trying to use an unsupported SSL transport method. We did have HTTP>HTTPS redirect and that has broken as well. Help!
Ability for Requestor to view their Relationships
Is it possible for Requestors to view their own relationships? I'd like to be able to have my requestors be able to see this information.
Disable/Hidden Currency and Currency Symbol
Hi, is there any option to Disable/Hidden Currency and Currency Symbol from work log . thank you
procure SSL Certificate with time extension
We have procure SSL certificate under CAL licensed type. SSL certificate for two years. Now We need to renew( Date extension) the SSL certificate. What will be the step to procure SSL Certificate. As we need to extension the date only
Deleting Support Groups
Is there anyone using ServiceDesk Plus who has worked out how to move requests to new support groups so that the old ones can be deleted? If anyone has done this I am interested in the SQL queries or at least the tables involved. Regards Jeff Willson
Support Group Email Signatures & Variable inputs
It would be really nice to be able to assign email signatures to various support groups. We have a campus environment where our support groups are not all in the same location. Having this functionality will allow us to ensure that the proper location and contact information is being provided within the Reply and Notification templates.
Domain name
Hello, could you help me with the following question. I have a extra domain name but i don't know where it is comming from and i want to delete the domain. Also strange that there is a FW. before the doman name?
Set resolution field 'Update request status to' to be Closed by default
Hi, In the below screenshot, you can see on the resolution tab that there is field at the page bottom for 'Update request status to'. This is always at 'Open' by default...but I need to change it to be at 'Closed' by default. Where or how do I do this? Thanks, Kieran
Need query to find out login history of technicians
Hi, I need login history report of techinicians. MESDP 9.0 Build 9048 PGSQL please provide the query. only logged in techinicians can be seen on the system but I need login history. Mohammad Golam Rabbany Proud Customer of MESDP
Zoho reports (Advanced analytics option in Service Desk Plus)
Good morning, I'm trying to reconfirgure the zoho account in Advanced analytics option in Service Desk but I'm not able to do so... The option is in grey color. I need to change the account configured, could you please assist me? Thanks in advance
Task closure - Field and Form Rules
Hi, Is there a way to use a field and form rule with a task rather than a request? When you create an request template you have the option to apply rules, but I can't see an equivalent within a task template? The reason behind this, in case there is another way, is to make it so only a specific user can shut down a certain type of task. So if the task was 'Send paperwork to person x', then only person x would be able to close the task. Thanks, Your Version : 9.1 Build 9112
Default Template for service requests
While there is a default template for incidents, how can I create a default template for service requests? Can I make a button that points to a service request template and add it to the service catalog screen?
Notify Change Owner when a Task is marked as completed
How can I generate some sort of change notification to the Change Owner / Change Manager for when a task is marked as complete in the Implementation phase. Ideally the Change Owner would get notified when each task is complete in the implementation phase and also a separate notification when all tasks are complete in the implementation phase.
Restoredata never finishes
I have done what appears to be a successful restore from one server to another but the restoredata does not terminate or put a message out whether the restore was successful. Is this expected behaviour? The system works fine when I start it up and everything seems to be restored. Version is 9212 going from Windows 2003 mysql to Windows 2012 postgres Nick
Service Desk won't start - same issue in 2007 as today in 2016
Hi Team, I have just had the same issue, after upgrading SD+, that someone else had way back in 2007 and the fix is the same: Delete the Extracted folder from the [ServiceDesk-Home]\applications folder. This also happened about two years ago. Surely the upgrade process could fix/clean-up this itself to stop this happening, this is after all 2016, nine years after the same problem was happening!!! Cheers...Ian
Integration and Notification from SDP to Opmanager and Other 3rd Party Softwares.
Dear Team, My requirement is to link SDP with Opmanager ManageEngine and with other 3rd party software's. I am able to achieve that for OPMANAGER and SDP. My question is 1. How can I link SDP to other 3rd Party softwares? Moreover I would like to create and satisfy a rule/scenario where 2. If I am acknowledging/Clearing/Closing or changing the status of the alarm/Request in SDP which in turn should update automatically in Opmanger Mange Engine and other 3rd party linked Softwares.Is this scenario
Category permissions
Feature Request: We'd like to be able to assign further technician permissions to specific Categories - Sub-Categories. For example -- Currently the HR department members are configured for generic Technician accounts and are a part of the HR Support Group. As well they are categorizing requests under a HR Category etc.. This group contain the full scope of personal within HR -- admin assistants, HR Reps, Managers, Director, etc... --- who are all privy to certain employee data (This is also true
Available list of technicians to select for various change roles
We are trying to understand why only some of our technicians are able to be selected for a given change role on some changes. Example we want to select a technician as a Change Implementer, but when the list of technicians comes up only some of the technicians are listed. What is determining which list of technicians are available to be selected for roles like Implementer?
decommissioning of support GROUP - can't hide on drop down lists
There is no feature to decommission the support Group meaning that once it was created it remain visible all the time. We understand that the group cannot be deleted when there was any ticket closed in this group, but there should be an option to deactivate \ hide no longer required Group. The deactivated group should not appear on the drop down lists e.g. when creating new ticket.
Outlook conversation functionality doesn't work with tickets
Hi all, All our tickets from service desk have one subject per ticket (##$RequestId## $Title). We made this to have ability to see it grouped in conversations in Outlook. But. Microsoft has changed "Conversation" functionality in Outlook. Now emails are grouping to conversations only using Conversation ID (wich is not filled by ServiceDesk Plus), but not using subject field (as it was in earlier office releases). Does anyone have a solution to this issue? Is there a way to make all same-subject emails
Send a notification email to a user different than the requester
Hello! Hope you are all doing well. When creating a certain service request, I need an email notification to be sent to a specific email whereby this email's receiver is different than the original requester: A person X adds a service request. He gets an email notification that his request has been registered. Another email notification of this request is automatically sent to another person Y (X's superior for example). Is this scenario achievable? If yes, kindly guide as to how I can do it. Thank
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