[Community Digest] ServiceDesk Plus - January 2021
Here's the roundup summary for the month of January 2021! Version and Build releases: 11136 (Released on 03rd January 2021) 11137 (Released on 13th January 2021) 11138 (Released on 25th January 2021) Some prominent and most awaited features have been
Masterclass 2021 - Episode 1: 6 incident management hacks to implement using ServiceDesk Plus (25th February)
The ServiceDesk Plus masterclass is back this year, and in the first episode, we will be looking at six incident management hacks in ServiceDesk Plus. Ensuring that incidents don't affect business operations hinges on timely resolutions aided by incident
What is the purpose of Technician Groups in the Associate Groups to Template section of templates?
Does anyone know what it does when you put a Technician Group in the "Associate Groups to Template" section of a Request Template? I thought maybe it would limit which technicians would see the template when they are creating new incidents but that
Database schema
How do I get a current database schema of SDP? We are using MSSQL.
Prioritisation by Subcat or Item at set up
Hi Would it be feasible to add the option to set a priority against a Subcat or an Item at time of set up? Something like : current.... Item: [text box] Description: [text box] Sub Category: [drop down] Priority: [drop down] Thanks Mark
ServiceDesk iphone App , Login Failed. Technicain Key not generated for the user
What does this error mean ? How do we resolve?
Bulk Incident, Request Close with resolution updated in the resolution tab
Hi Team, One of my client want to close tickets using bulk close option but the resolution is not updated in the resolution tab after closing tickets. Also if i disable " No, don't prompt a message" option under admin>>Incident Management>> Request Closing
Task Reminder
One of the task notification rules is "E-mail the task owner a reminder". When is this reminder supposed to be sent out or is it tied to SLA rules?
[Term of the Day]: Biometric Authentication
Term of the Day “Biometric Authentication” Definition — What is a Biometric Authentication? The term “Biometrics” is derived from the Greek words “bio” (life) and “metrics” (to measure). Automated biometric systems have only become available over
Auto assign requests to one User that are assigned to specific group
Good afternoon! Is it possible via the business rules to have a request automatically be assigned to a User when that request is moved into their group? Or do business rules only apply for new tickets? IE, request comes into the Help Desk queue. This
[Term of the Day]: Boolean Expression
Term of the Day "Boolean Expression" What is Boolean Expression? Boolean expression is a logical statement named after the prominent English mathematician George Boole, that results in a true or false (logical) condition. For example, in the Boolean
Change color on the login page.
The login page seems to be ruled by <div class="loginform" id="loginFormDiv"> We need to change the color of the below. The blue color needs to be changed. Is there anyone that nows how? //Stefan
On Form Change page not loading
This page on SDP will not load (please see attachment). I have cleared my cache, tried other browsers and had two other technicians try this page as well and it is not loading for anyone. Any ideas on what to fix it?
Marking as Resolved
Hi all, I just wanted to check something, i have ticked the option to Close any Resolved requests and set a date of 10 days. I have just checked and I have over 1,000 tickets with the Resolved status that haven't been closed dating back 2019! In the
Sort requests list by two fields
It will be great to sort request list by two or more fields simultaneously. For example Priority descendant, DueDate ascendant.
Is there a way to bulk close change requests?
Good afternoon! I've recently taken over for the individual who was in charge of our ManageEngine ServiceDesk Plus environment. I've been tasked with clearing out all of our old Change Requests that have been floating around as the system wasn't really
Show custom email notification in loggined user panel
Hi, Is it possible to show custom email notification that define in business rule or custom trigger or RLC in SDP user portal. Like image attachment. When we use notification rule, this option works and show us. I don't know this feature is exist or not.
Deluge : Mandatory field
Hello Community, does anyone know how can i unset/set a mandatory field with deluge scripting ? reason: in our request life cycle we have a transition from open to assign ticket, in this transition technician field is made mandatory. the reverse is not
CMDB Relationship importing - CI is ambiguous
Trying to import relationships between SIMs and devices. 75% are throwing errors stating that the device CI is ambigious even though it's a unique field.
Incorrect user data obtained
Please see attached photo can you tell me why the exact user came up twice with different site address. Doesn't the user information data get pulled form active directory? We have checked active Directory and do not see any where in the attribute where
I need to modify the print preview view
I have the need to modify the print preview in Service desk plus, in the assets section to add some words and modify the structure a little Can anybody help me
Request Closing Rules No Longer Working
Having used the platform for many years, we have realised that our tickets (marked as resolved), no longer auto close, as part of the request closing rules. This previously worked (possibly prior to 10.0 Build 10000 upgrade). The issue came to light,
How to get the IP (and other attributes) of an Asset (CI) using CMDB API ?
Hello. I'm trying to use the CMDB API to get the IP address of the CI's present in the CMDB. But I can't get the the CI details API endpoint to return any extra attributes. The most I can get it to return is: CI Name CI Type Site Description Acquisition
[Term of the Day]: Dogfooding
Term of the Day “Dogfooding” Definition — What is a Dogfooding? In modern IT terminology "Dogfooding" or “Eating your own dog food” is a software practice where a company uses its own product. The term is sometimes shortened simply to "dog food"
Update Milestone Actual Start, Actual End, Scheduled Start and Scheduled End datetime based on what is updated in associated tasks: Huge time saver
Request: Update the Milestone Actual Start datetime, Actual End datetime, Scheduled Start datetime and Scheduled End datetime based on what is updated in the associated tasks. If there is a way to do this now or some sort of backend scripting please let
[Term of the Day]: Extranet
Term of the Day "Extranet" What is Extranet? An extranet is a private network similar to an organization's intranet, but typically open to external authorized parties, such as business partners, vendors, key customers, prospects and so on. It plays
This request will not be considered since passing... while submitting a new PM
When I want to save a new Preventive Maintenance task, SDP shows me this error: This request will not be considered since passing more parameters to server might result in vulnerability issues I don't see this error in the fresh install of SDP. I attached
How can you order your milestones without a custom field to control order?
I need to order my milestones properly. I cannot use Scheduled Date as there may be many on the same date, but some should happen first. There is no field for like sequence or order so the only way I know to do this is to put a sequence or something in
Database
Is there a way to update tickets via the database directly? I am trying to resolve old tickets (10 or more years old) Change OPEN to RESOLVE and Add a default resolution. I know DB queries much better than Python. IS this possible? Thanks
API V3 History
After I send a API V3 GET request to {localhost}/api/v3/requests/{request-id}/history, I get a list of differents. But the description changes are not reflected in this list. Only ID 'current_value' shown.. How can I get the text of the diff?
[SOLVED] Upgrade from 9336 to 9400 was terminated by the unexpected error
Dear Expert, We're going to upgrade our system from 9336 to 9400. While testing the upgrade in the testing system, the upgrade was terminated by the unexpected error while the system was doing the backup. Kindly refer to the attached file "Unexpected
Automatically assign a request to a technician previously assigned to him
Hi, [Scenario] Suppose there is a request that must flow between several support groups to be completed. For example we have request (service catalog) as "Provide Virtual Machine for a service". This request should be done by Infrastructure and Security
Due by date value remaining -NA
HI Team, For some SR's due by date value is remaining as NA please clarify . Note: SLAs are configured
ZRMEModulesCopy.xml not found
Hi, I upgrade SDP to latest version successfully and then fresh install and restore database. Every things is okay, but my integration to Analytics plus has failed. We read zreport.log and see ZRMEModulesCopy.xml not found. I found ZRMEModulesCopy_temp.xml
11139 Post Update Page Does Not Open!
The system has been updated to version 11139. However, when the username and password are entered, https://login.jsp/?SkipNV2Filter=true redirects to the page and the page does not open.
[Term of the Day]: Zip Bomb
Term of the Day “Zip Bomb” Definition — What is a Zip Bomb? The classic Zip Bomb is a tiny zip archive file, also know as 'Zip of Death' or 'Decompression Bomb'. It is usually a small compressed file that can contain malicious data. On extracting
[Tips & Tricks] Setting up Zia reopen to manage completed requests
One of the longest-running requirements we've had from our customers, was, "a mechanism to prevent the thank you note from reopening resolved/closed requests." Responses like Thank you, Out-of-office automated emails and the likes that reopen completed
Attaching file using the Solutions | workaround area of a problem later gives 404 error upon trying to download file.
Attaching file using the Solutions | workaround area of a problem later gives 404 error upon trying to download file. This seems to be a Service Desk + bug. A workaround is to attach the zip file to main problem tab area of a PR. .. or to a task or the
Problem with send e.mail
Hi , from last saturday I can't send the e.mail and receive the mail ticket. the message is: Invio e-mail non riuscito. Command : MAIL FROM:, Return Code : 530, Response : 530 5.7.1 Client was not authenticated The request are in servidesk when the user
[SDF-46783] Variable operational hours on working days
Presently we provide extended hours M-Th, but reduced help desk hours on the weekend (much like ManageEngine support). I would like to set different hours for Friday, Saturday, and Sunday within the Configuration Wizard of SDP. Presently SDP only allows
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