Rule Based Approvals - Form action to trigger an approval process
Hi Everyone. New to Service Desk Plus and very happy so far. But I am having an issue with figuring out how to make approval process be activated based on form content. What I'm trying to do: There's a template for Human Resources to submit a new request.
SAML Authentication FAQs
Listing here the FAQ's regarding SAML Authentication. 1. Despite having valid login credentials, why am I added as a new user in ServiceDesk Plus when logging in using SAML? When you log in using SAML, the IdP provides a login name in the SAML response. This login name is generated based on the NameID attribute configured in the IdP. Now, the new users will be added to SDP under below two scenarios. ( You can disable dynamic user addition settings in the Self-Service Portal to prevent the addition
Multilanguage notifications
Will be very helpful to set multilanguage mail notifications depending on the location of the users for the support technicians of multinational companies not being able to do this is a big limitation Thanks
Template report
Hi, Wondering how can i run a report to show list of tickets applied with a template, created after a date and description contain certain text. Table headers required request ID, request subject, request status, and create date. we are using MSSQL
Hora
Buenas tardes,
Solicito de su apoyo ya que tengo diferencia en la hora en sistema.
Un ejemplo es que al finalizar un ticket lo cierro a las 19:05 hrs hora mexico, y se registra bien, pero al generar un reporte me muestra la hora con diferencia de 5 horas,
[SDF-91636] Reporting on Incident Tags
We are using the Add Tags feature to track expendables we hand out and I'd like to pull a report on Tags used with department within a date range. I don't see a custom report with Tags and I don't see Tags in the schema to create a custom query.
[Term of the Day]: Heuristic Programming
Term of the Day "Heuristic Programming" What is Heuristic Programming? The term Heuristic is an adjective allowing people to solve problems and make judgments by learning from their own experiences and discovering especially by trial-and-error methods.
[SD-94611] Problem with scanning ESXi hosts
SDP 11.2 Build 11205 ESXi 7.0.2 I have 4 ESXi host and when trying to scan them, an error pops up. There is access from the server to the hosts. The credentials were entered correctly. I am attaching a log file.
Embed full ticket History in Notification Template
Our Notification Template for "request is updated" is as follows.. This is a status notification that your request $Title with ID #$RequestId has been updated. $Description The status of your request can be tracked at $RequestLink Thank you, The Help Desk Is there a way to put the entire History into the email? There is no $History variable. The user is getting a notification that the request has been updated but they are not able to see what the update was unless they log in and view the ticket.
CMDB API getting IP address using "Get CI details using criteria"
I am trying to fetch the IP address of several CIs using the API for a customer. The issue is that I cannot find the parameter needed to pass to retrieve the IP address of a server as an example. And when I try to retrieve a list of available parameters
Problem with VMware (ESX) scanning after upgrade 11205
After upgrading to version 11205 I can no longer scan ESXs using Vmware credentials. "FAILURE :Node discovery failed." No parameters have been changed since version 11200.
Feature List Not Working
Dear Team , below link is not working as we are looking to check status of requested features Zoho Creator - SDP-KnownIssues-Features-List (zohopublic.com)
[Term of the Day]: Predictive Analytics
Term of the Day “Predictive Analytics” Definition — What is a Predictive Analytics? The term Predictive Analytics utilizes a variety of data analysis techniques, such as automated machine learning (ML), data mining, and artificial intelligence (AI),
RLC: Text Issues in Notifications
v11129 - seeing a potential bug when editing notification templates in RLC transitions. 1. I copy text from a Word document into a transition stage (AFTER). Text looks good and colours appear correct. 2. I save the notification and then go back into
Request Emails Time Sent shows UTC time instead of local timezone
I was reviewing conversations associated with a Request. A customer replied to the request email and I noticed the Sent time for the Notification email was in UTC instead of our local timezone. We are in US Central timezone. I've checked the time and
[Term of the Day]: Directory Harvest Attack
Term of the Day "Directory Harvest Attack" What is DHA? DHA, the acronym of Directory Harvest Attack is a technique spammers use to find valid email addresses at a domain. During a DHA, spammers use a trial-and-error strategy called a brute force
Display issues after updating Google Chrome to version 91
After update Google Chrome to version 91, this problem apeared:
send email
Good day! From the application, you must send a letter not to the author of the application. After entering the recipient's address and pressing the Send button, the button becomes inactive and the letter is not sent.
[SD-94922] Can't send emails after 11203 update
Hi, I have an issue since 11203 update. I updated from 11139 to 11203 and now, we can't send emails from the app. On reply screen, we click on "Send" button but the app remains stucked there. On serverout0.txt I can see the following error but I can't
"Pass-through" Authentication + 2FA
As I understand it 2fa is now required for all users and if I enable 2fa "Pass-through" Authentication stops working as intended. My intention for "Pass-through" Authentication was to allow internal users and techs to seamlessly access our support desk
Request status on Task Closure
Hello, Is there a setting somewhen I've missed where I can stop the Request being set to Resolved when the Task is closed? Many thanks, Lisa
Header Icon
Today, the layout of the header icons is suddenly messed up I restarted the service but the problem still exists Why did this happen? In which css should I modify it?
How to get the details entered as report in the Checklist associated to the Request .
Checklists are created added to the request template, How to get the details entered in the checklist field
Where to find API logs?
Hello, I'm looking for a way to debug API GET/POST requests made to SDP from external scripts. What log files should I be looking at? I've been exploring the logs folder to no avail. Thanks, Filipe
Custom Function - Final Approval Notification
I've added a custom function that worked in testing. The goal is for it to send out an email notification to a target email ONLY when the final approval on a form is attained. I do not want notifications on the initial approval actions. Final only. But
Scheduled report runs once and then sops until service is restarted
We are using the ScheduledReport.py script to send e-mail with Pending reqiests to each technician. This has recently (ca 3 months ago) stopped working. It works once after the service is restrated and then would no longer work unless the server is restarted.
[Term of the Day]: Traceroute
Term of the Day "Traceroute" What is Traceroute? Traceroute, also known as Tracert is a network utility tool that is used to diagnose problems on a network path. It shows the route over the network between two systems and IP addresses. Traceroute
SD+ - Migration aborted due to duplicate data.
Hi, we are running SD+ 11.0 Build 11009. When upgrading with ManageEngine_ServiceDesk_Plus_11_0_0_SP-1_0_0_Windows, we immediately see a warning Patch cannot be applied as duplicate entries are found when altering database tables. Refer logs for more
Can we add automation to apply tags to requests?
We are running SDP 11.2 and are using tags to help report on requests in our different support groups. I am wondering if it's possible to apply automation in order to automatically apply tags based on business rules. For example, if a request comes
Can you add tags to a new template?
Is it possible to add a tag to a newly created template to search based on certain criteria?
Request Question Data in API for opening a child ticket
Hello, I'm new to working with the API so this may be a basic question. So I have been working on a Request custom function that will open a child request based on when a parent request is closed. I have been able to make this work but what I would
[Term of the Day]: Pseudocode
Term of the Day “Pseudocode” Definition — What is a Pseudocode? The term Pseudocode is an informal high-level description of the operating principle of a computer program or other algorithm. It uses the structural conventions of a normal programming
[DidYouKnow-46] Combine your user survey with request closure notification
During our interaction with our customers, one of the constant feedback we used to get is the possibility of including the user survey in the request closure notification. Assume a requester receives a notification upon resolving the request so that the
Moved Manage Engine ServiceDeskPlus installation to a different drive, now images are broken
Hi We moved our ServiceDesk Plus installation to a different drive to accomodate its continued growth, but we've found that all the images in our Solutions are showing as broken links. Is there a way that we can fix this without moving data back?
upgrade test
i m using 9.4 built, but i want to upgrade it to latest version. before i update it, i want to test it to a new server. i dont want to shut down my server in production. is it possiable?
After 11.2 update, business rule no longer automatically closing tickets
We had a business rule set up that automatically applies an incident template and closes tickets. It not longer auto closes the tickets after the 11.2. update. Please help! SmallBestOriginalRemove
Software Custom Report
Dear Team , we are looking to generate a report with below details , with ability to filter with software name Software name User Asset name service tag License name License Key PO number Department Division Asset site name @Database Name = Microsoft
How to mandate some field for approver in each stage in CHANGE workflow
Hi, I have a major change workflow in my org. In my workflow, every approver in own stage should be fill some field and approve stage for move to next stage. As matter of fact, I want to mandatory some fields to be fill-in before closing some stage of
HTML in email templates
Hi, Just wondering how/if I can edit the html of the email templates directly? I cant seem to get any html code to work in the default editor and I was wondering if there is somewhere else i should be editing the template? Thanks, Kyle
Change Management CAB Approval Levels
In the recent upgrade to 11203 the workflow editor in Change Management changed a lot. Where do we go to modify the settings regarding approval levels for CABs? We have multiple levels configured on a workflow and now we can't find the setting to modify
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