[Term of the Day]: Prosumer
Term of the Day “Prosumer” Definition — Who is a Prosumer? The term "Prosumer" has transformed from meaning “Professional consumer” to meaning “Product and Brand Advocate.” Earlier, this term was used for a person who consumes products as well as
Work Log Report
I notice within service desk, we have the option to add work logs to the requests when posting a resolution, BUT the only way to view that info is to go through and view each request and write it down, i think it would be very helpful to have the work logs added to the report list so we can run a custom report and have it pull up work logs say in a certain date range? because the option is there to print the time on the ticket but that is just how long it was open, not how long if was being filled.
[SDF-90799] HOW: see only MY requests and UNASSIGNED
good day. how can i access UNASSIGNED tickets? I would like to see only MY requests and UNASSIGNED
API V3 - Unable to query requests
Hi, we're trying to get all requests based on certain criteria via the V3 API web services. I can successfully query it using PostMan but not C#. PostMan allows to export code for various languages, including RestSharp which uses C# and .NET. I've also
Missing "canceled" status in bulk edit mode
I have 100 requests which I'd like to cancel (duplicate tickets created by an integration) in bulk edit mode. The "canceled" status is not available in the drop down box, however it does exist in Help Desk customizer and in individual tickets. I was
[Term of the Day]: RFID
Term of the Day "RFID" What is RFID? RFID, the acronym for Radio Frequency IDentification, is a form of wireless communication that uses radio waves to identify and find objects. These radio waves transmit data from a transmitter (tag) to an RFID
Linux Standard Installation problem
Hello. I installed Standartd editon to my personal server via console, but when i checked the installed system i saw that is Enterprise Edition... I reinstalled again via GUI and when i checked the system info I saw that is Professional... I reinstall
Is there a way to restrict what requesters can view certain service categories?
We have applications that are only used by certain departments. We would like to have requests in the service catalog related to those applications be hidden from requesters that are not in those departments. Is there a way to accomplish this?
API - Creating a new request with attachment(s)?
Hi, I can create a new request by POSTing to the API at http://<url>/api/v3/requests - But is there any way I can create it with attachments? I tried naively POSTing a multipart request with files in the body: I didn't get an error and the ticket was
[SDF-35886] Feature Request: Customize Reply Templates (Groups)
Instead of adding multiple templates for all Technicians to view, and sort through, we'd like the ability to filter reply templates based on specific criteria (ie: Support Group, Category, etc..). Also the ability for Technicians to create and modify templates via permissions. This would take some strain off the Administrators to copy and paste reply templates.
technician report
hello i need a query to export the technician list with all it's details
[Term of the Day]: GIGO
Term of the Day "Garbage In Garbage Out" What is GIGO? GIGO, the acronym for Garbage In, Garbage Out, in the context of information technology, is a slang expression that implies the quality of the output is a function of the quality of the input regardless
Service Catalog Shortcuts in other Service Categories
We have a large service catalog and our ecosystem contains a number inter-connected products and services that are distinct service categories but, because it isn't always clear from the end-user which system might be affected, sometimes they have issues
Transitions
Hi, When clicking transitions I have created they used to automatically update/change after being clicked. Now I have to refresh the page to move on to the next available set. Am I missing something here?
Edit permission in Change Roles
Does the edit permission functionality for the various stages of a change role actually work in the current version? Approval permission is working exactly as I would expect when I assign a role, however, edit does not seem to do have any effect. I have
Create a script to assign preventive maintenance tasks to technicians based on the day of the week
Hello, The scenario is as follows: A company have around 15 technicians. Every week, the supervisor sets a technician to carry out the preventive for each day of the week. For example; Technician A will carry out the preventive tasks on Monday, Technician
Add Tasks only after Change Approval
Add Tasks only after Change Approval
Free DIY ServiceDesk Plus implementation with Zia
An implementation plan tailor-made for your business needs. We've got exciting news for all ServiceDesk Plus users! DIY implementation using our internal chatbot Zia has been rolled out, and this means it's safe to say that our bot that offers customer
Template variable for the technician writing the reply (not the technician the ticket is assigned to).
When setting up the various templates available in Notification Rules, the $technician variable inserts the name of the technician who the ticket has been assigned to. We're a small team, so on fairly regular occasions we'll end up sending a reply to
[Term of the Day]: Empowered Edge
Term of the Day "Empowered Edge" What is Empowered Edge? Empowered edge, also referred to as edge cloud is an architecture where "edge" refers to the endpoint devices that users are using. The description "Empowered edge" comes from a computing topology
ServiceDesk Plus keeps crashing
Our service desk plus keeps crashing every time we restart it. This has been ongoing for over a week now. Keeps bringing SDP-Crash Out of Memory error. please assist.
Blank webpage loading after ServiceDesk startup
Hi, I'm trying to setup a new install and I have a lot of trouble getting SDP to start however after closing some background apps and playing around I finally got it to start but now it just loads a blank webpage with 0 code in it after it starts. Attached
Health Meter removed on SDP 11.2
Health Meter removed on SDP 11.2, why?
[Term of the Day]:Blended Threat
Term of the Day “Blended Threat” Definition — What is Blended Threat? A Blended Threat is a type of exploit that uses multiple techniques to attack a system. In general, cyberattacks tend to have only one attack vector, however, blended attacks
[SOLVED] How do I open the ticket just created with API?
I'm a PowerShell scripter that has done a couple of things to automate opening/closing tickets for our agency. Currently, we have a script that lets our techs quickly create tickets (some open, some closed) for phone calls they receive. To give a quick look at what we're doing, we first initialize a bunch of variables that have already been determined, such as $Subject, $Details, $Tech, and $PhoneInUser. ##Host Information## $sdphost = "http://localhost:8080/" $url = $sdphost + "sdpapi/request"
[Term of the Day]: Network Sniffing
Term of the Day "Network Sniffing" What is Network Sniffing? Network sniffers, also known as network analyzers, is a passive technique that monitors network communication, decodes protocols, and examines headers and payloads for information of interest.
Add request with template via API
I use a request template where the description field has default text value with customized text style. When creating request via API, I specify the request template, and I need to append more text into the description field. How can I achieve that without
Change Stage Approval
Is there is way I can configure a stage so that it auto-approves? For example, I don't see any value in Approving the Submission stage as it will likely be the same individual that goes on to immediately complete the Planning Stage.
Asset Description - Truncates t0 250 chars without warning
Running MESDP 11.1 Build 11141 Editing a Description of an Asset seems to be limited to 250 chars. But the system doesn't give any warning about this in any way when editing/saving. I just lost a good chunk of notes on an Asset due to this. (i.e., I
SR linked with CR
Hi Team, We need to generate a report on SR linked with Cr
[Term of the Day]:Digital Detox
Term of the Day “Digital Detox” Definition — What is Digital Detox? The term Digital Detox refers to a modern concept. The word ‘Digital’ has many origins and meanings, in 1945 the word ‘Digital’ came to refer to computers. The word ‘Detox’ is a
IMAPS connectivity to MSO365 Mailbox
We are not able to get our on premise app to authenticate with MSO365 for Incoming mail. We are using IMAPs, and have set it up as recommended (see attachments for setup and MSO365 connectivity test), but still cannot get a Fetch to work.
$AllTechnician Variable in Change View Breaks Planning Fields - v11140
Hello! Ever since upgrading from v11133 to v11140, we've been having an issue where if the $AllTechnician variable is present in a Change in the "Change View" field on the Submission tab, then the Planning tab no longer saves input. You can type in the
Issue update to 10515 to 11000
Hi Following the migration sequence in https://www.manageengine.com/products/service-desk/on-premises/migration-sequence.html, I want update from 10515 to 11000 and follow to 11202. Download the 11000 ppm file an get error: Record not found Please re-try
Work Log Required
Hi everyone, is it possible to insert an automatism that allows the system to ask the technician to enter the worklog before the ticket is closed?
Report for Operations made by Technician
Hi! We are facing an issue where a technician assigned requests to another technician and now they can't find the requests anywhere - even after extensible search we were not able to provide help. So now my idea was to generate a report on operations
Running Python Script fails on file_Path
Hi, trying to use my first Python script for ServiceDeskPlus I keep running into an error that drives me crazy. The script has been downloaded here (Script to send reminder emails to requester when there is no response from them for more than a specified
[Term of the Day]: Digital Divide
Term of the Day "Digital Divide" What is Digital Divide? Digital divide, also known as the digital split is a term that refers to a distinction of people who do and do not have access to information and communication technologies (ICTs). With digitization,
Upgrade from 9402 to 10000
I am trying to upgrade service desk plus from 9402 to 11202. So I am trying to update it first to 10000 but it is not upgrading. It just give a message that uninstallation is complete and close button (in attachment). Log files are in attachment. File
[SOLVED]DMZ
Hi, weird think. We want to enable teachers from our schools to submit requests to our Servicedesk. So we setup servicedesk as subdomain:8080 within our DMZ. The Frontend is accessible and login possible for teachers. They can submit request etc. Seems
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