New hire workflow modification
We have attempted to build a new hire workflow a couple of times and have not been satisfied so far. Our latest attempt is to utilize custom triggers to get the information from the original request and use API scripting to pull the custom fields and create the appropriate requests with the information required by that group to perform the task. So far we have created a Self Service Catalog template that gathers all the information required (this is filled in by the HR dept). We then use the custom
Add Additional Fields to Work Logs
Hello ServiceDesk Gurus, I am exploring the option to add additional fields to ServiceDesk in the worklogs section. I have found documentation on this online but it seems to be dated as the instructions refer to an area that does not exists in our ServiceDesk installation. Here is a link to the documentation. Adding Additional Fields. We are running ServiceDesk version 9.1 build 9120 Thank you, Mike
Backup error
Hi, we run sdp 9.1, 9120. When I run backupdata.bat I get "*Invalid object name 'ServiceReq_903. * Query = SELECT max(WORKORDERID) FROM ServiceReq_903 java.lang. Exception: Unable to get data from [ServiceReq_903] table." I have checked that the table doesnt exists in MS SQL db. How do I fix that? /Best regards
Personal announcements for one/several groups of technicians (not for all)
Good day. Please, tell, how I can create one announcement for some groups of technician. And another announcement for another group of technicians. Anton. Thank you for SDP!
Notify one or more via email when criteria are met
Hello, I'm looking for a way to notify someone (the assigned technician and possibly their supervisor) when a request has been open for a period of time and has had no updates or conversations added. All the trigger items seem to depend on creation and/or editing events. This would be a huge help to us.
Move techs to new domain
Due to Active Directory migration, our techs and end users will be moving to a new forest in Active Directory. I need to have existing requests (closed and Open) for both techs and users migrated to the new domain account when they log in. How best to do this?
Tomcat7 issues in SDP 92xx
Hi After upgrade to 9200, We have 2 issues and it maybe caused by Tomcat 7. 1. Most requesters can not access the portal. 2. The filename in Chinese of attachments display abnormal after download.
Active directory sync
Hi We have enabled active directory sync for requestors. Users gets added, thats great. How can you build an active directory sync without handling user deletion? Without LDAP filter to exclude disabled users in active directory? If this is such a big thing to develop why just add a checkbox so I can manually hide user in searches and when user is disabled in AD hide that user in SPD automatically. It is very annoying when I search a requestor in a request and I get 10 results and only one of them
Survey format
Do we have more control over how the survey we send out looks?
Просмотр и редактирование списка авторов заявок / Grant access to view/edit requesters list for techicans
Специалистам техподдержки можно делегировать право добавлять новых и редактировать существующих авторов заявок. Можно ли дать специалисту возможность просматривать справочник авторов заявок (как на скриншоте), не давая ему админских прав? ---------------------------------------------- Technicicans can add/edit requesters accounts. And can they view full list of requesters (like on screenshot) without admin privilegies?
Schedule scanning on disposed asset by remote asset explorer
I have remote asset explorer installed and there is about 4000+ workstations discovered using agent method. Among the 4000+ agent there is about 1000 workstations already disposed. How do I exclude remote asset explorer so it didnt ping or scan the workstations already disposed? Naharuddin Great Eastern Life
Coping the content of a request descripton filed to the descrition filed of task automatically created
Hello, is it possible the content of the description filed of a request to be copied automatically to the description filed of a task, generated in the same request?
Apache Struts
Hi guys, The Apache official released the latest security bulletin about struts DMI. Could you tell me the struts version of SDP ?
The script in Request Custom Triggers can not be executed
Hi, The script setting in Request Custom Triggers could be executed normally in SDP 9116. When we upgrade to 9207, SDP has the message "JobExecution Failed in ExternalActionJobExecutor: java.util.concurrent.ExecutionException: java.lang.NullPointerException ". The request was created by the API, and there was a table which was inserted using CDATA in descripiton. If there is no CDATA table in description, the script can be excecuted successfully.
Problems with notification emails
We have setup a number of message rules that should send e-mails when certain things occur. Since yesterday some of these notification e-mails are not sent (or delivered) to the client. For example, when end users create a new case, sometimes they don't get the confirmation e-mail with the case #. After restarting the services it seems to work for a while. Any ideas how to start troubleshoot this?
Software License Agreement notification settings.
Would it be possible to setup the License Agreement notification settings the same has the Contract notifications settings. It would be nice to had a separate email address to send Expiry notifications to. Contract settings: License Agreement Notification settings: Need the email id's box added to license agreements.
Add search technician function as the search reuqester
Hi, If the customer more than 20 technicians, they would have a trouble, they assign a technician to a request or a task or a problem or a change is so difficult, because the number of technician is too many, could you add the search technician function when assign a request or a task or a problem or a change.
Private groups/Tickets
Is there a way to make a group so tickets assigned to it are private and unsearchable? If so... how? Thanks
Managed view for last 24 hours
I'm trying to create a Managed View tickets that Are open and were created in the last x hours (or min or days) Are close but were opened in the last x hours (or days) Is this possible? Thanks, Adam
Assets ServiceDeskPlus agent vs DesktopCentral agent
So originally we rolled out ServiceDesk Plus and deployed that agent. It collected data into SDP. We are starting to roll out the Desktop Central agent as we are moving ahead with DTC. We'll soon be removing the SDP agent from PCs as it's our understanding that the DTC is better and more robust. But, we now have a disconnect in the data showing in SDP side vs DTC application. Obviously we only want 1 consistent source of data between the 2. But we have "assigned" some assets from the SDP agent scan.
Default HTML email generation
Hi Guys, We are experiencing an issue in our organisation whereby any emails received in our Outlook client from Service Desk Plus with an image or screenshot in the body, the image is cut off/shifted up int the email, making the image un-viewlable. We have narrowed this down to a custom Outlook-add-in that we use within our organisation. Our Development team have asked us for information on how Service Desk Plus generates its email so they can further diagnose this issue for us, is there a default
After update problems
Good afternoon, Acquired ManageEngine Service Desk and worked perfectly. But when upgrading to version 9.0 build 9000 , the software began to present some problems . Some called are automatically assigned even auto assign option disabled and in the report, in a search , the result does not match the reality , not bringing all occurrences . Can someone help me? thanks
Approval History
Hi, Why approval are not fixed in the history of the request? You can add this? Thanks!
Strategy for transitioning existing ServiceDesk to another server and drive location.
Is this a valid strategy for transitioning ServiceDesk to a new physical server with minimal downtime? Strategy: Changing from on physical server to another. Install path is on different drive. ServiceDesk version is the same on both servers. No upgrades occurring. HelpDesk is primary linked to a remote SQL server using the ServiceDesk database. HelpDesk2 is the new server. Both servers are the same OS. During the day, install the same version of ServiceDesk onto HelpDesk2. It is ok to install
Cant run startDB.sh
I am using putty to connect to my Service Desk server and start the DB but when i start the DB using sh startDB.sh i got this message: pg_ctl: another server might be running; trying to start server anyway server starting LOG: skipping missing configuration file "/opt/ManageEngine/ServiceDeskPlus-MSP/pgsql/data/postgres_ext.conf" FATAL: lock file "postmaster.pid" already exists HINT: Is another postmaster (PID 29374) running in data directory "/opt/ManageEngine/ServiceDeskPlus-MSP/pgsql/data"?
Asset receipt
Presently we allocate assets to users and a paper form gets signed on receipt of the asset. Is there any way in Manageengine servicedesk plus of automating this, i.e. we have the assets and the users in the system, surely a form can be e-signed when a requestor is given an asset?
Service Catalog and Workflows
I'm attempting to create a Service Catalog for employee departures.The form makes sense, I can prefill information assign ticket to an owner etc. On the workflow tab, I have 5 or 6 tasks that need to be handled by different technicians relating to the departing employees. Reset AD password, reset VM password, etc. Some of those tasks cannot be completed until a preceding task is complete. I have a workflow setup with those 5 trigger tasks along with the task dependencies so 2 can't happen before
Custom triggers not triggering
Hi, I'm currently evaluating ServiceDesk Plus. I've a problem with custom triggers. It works only if the criteria is below. This request type is manually added by me. Criteria : Request Type is (Bug) I tried a lot of other criterias as below. But none worked. Criteria : Request Type is (Bug or Improvement) Criteria : Request Type is (Bug) OR Request Type is (Improvement) Criteria : Request Type is (Improvement) Criteria : MyCustomField is (Yes) One more question. Is there any log file which logs
Assign Category/Sub-Category to Support Group
It would be nice to be able to assign Categories to a Support Group, in addition to the existing option of a single Technician. Having this option at the Sub-category level would be great as well! We are trying to refrain from having requests assigned to a single technician. We have our techs divided up by specialties and want them to pick up tickets from a queue based on their availability.
Report including archived requests
Dear Support, Today we realized, that enabling new feature AutoArchive is good for perfomance, but eliminate possibility to create reports by archived requests. It there is any possibility to select requests also from archived requests? Or recover all requests back to normal state? Thanks beforehand.. Here is my query used for report: SELECT rctd.FIRST_NAME "Technician",rc.MM2COMPLETEREQUEST "Time Elapsed",rc.EXECUTEDTIME "Executed Time" FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID
New to ServiceDesk Plus? Join us for a demo on May10th.
Hello, If you are new to ServiceDesk Plus and could use some help getting around the product, join us on the free Webinar by our experts on the 10th of May'16. Our experts will take you through the five basic configurations that will help you to quickly start your ITSM journey with ServiceDesk Plus. Here is the agenda, Configuring basic organizational structure. Adding and classifying users. Creating email based tickets automatically. Getting introduced to incident management and related automations.
execute a web services to and from ServiceDesk
We need to integrate some external comunication to ServiceDesk Plus to report/open a ticket. Can you help us tell in the types of web services supported to report a ticket into the ServiceDesk? And viceversa? I mean, how ServiceDesk, can make a notification to external system via a web service? Thks! in Advance! msoto
Is it possible to attach more than 1 incident as cause of a change and to fix problems
We sometimes need to attach more than one change as the cause of an incident - you can only link 1 change within an incident. Also we can only attach 1 change to a problem but we need to be able to attach more than one sometimes as 1 change might resolve multiple problems. Why is this restricted?
Change Logo Size in SDP report
Hi , Can i change the logo size in SDP report ? I have tried changing the image size while uploading in Organization Details , but that doesnt help Kindly suggest Regards, Pramod
Preventive Maintenance
I want to schedule every first monday of the month a job. I cannot find a way to do this, Is this possible?
Approve requests by email reply
Hi all Is it possible to approve or deny a service request by email? For example, by replying on the "Notification for Approval" message. Or, is it possible to configure a Business rule to change the approval? Thank you Nikolay
Auto populate Priority when a request is emailed in
Hi Is there any way to default the priority when a request is emailed in. At the moment, until the request is picked it remains unset so the SLA does not kick in. Thanks in advance Sonia
How I can disable the password change by the technician in Manage Engine ServiceDesk Plus?
I dont want the technician change his password to login in the Manage Engine Servicedesk Plus, but i dont find the disable option.
Any complete Demos/Walkthroughs available?
We are interested in learning abouT SDP as far as Contract management, Incident & Problem management, Change Management, Asset Management, Projects, etc I found a video on Youtube but it's over 2 years old so I'm assuming things have changed since it was released... https://www.youtube.com/watch?v=EkMl8EWtxwY Is there a more recent version of that same video? Is that video still pertinent 2 years later? Can we setup a live demo with someone who can show us everything SDP can do? Thanks.
Rearrange the fields in Request Details?
Hi, Is it possible to rearrange the fields in the Request Details section technicians see when looking at an incident? So we want to change the order of the fields as seen by technicians, since we updated these fields have all moved around:
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