Previous Patch not applied properly, hence contact support team
Hi! There was a trouble with the update to 9.4.18 process: after I choosed an update file I accidentally pushed the ^C key and after that I cannot do any update. So I restored backup from 05.09.2018 by new installation and rename old installation folder. How can I copy from the old folder to the new folder the files (or something else) with requests till 19.09.2018?
ServiceDesk Plus and keeping track of our IT stock of toners, monitors, and keyboards
Hi, We have ServiceDeskPlus Ver 11.0 Build 11002 I want to use SDP to track inventory on items we manage like printer toners, keyboards, etc. Has anyone used ServiceDeskPlus for this? I am not doing something correctly when setting up the Product Type/Products in Asssets. I just want to something simple to track (actual numbers of items in stock) and when we give out one of those items, and to be able to get a report once a month of 'usage' Anyone out there - if you've done this - can you help an
Purchase Request and Purchase Order
Hi I want to submit a purchase order and shorten the purchase process, but until the purchase request is not registered, the purchase order can not be completed in the software. So, when I submit a purchase order and reach the stage of receiving the Products, it does not show me anything. Please check if this process can be done without purchase request.
[Term of the Day]: Cloud Computing
Term of the Day “Cloud Computing” Definition — What is Cloud computing? Cloud computing is also known as virtual server computing. Cloud computing refers to servers that are accessed over the Internet, and the software and databases that run on those servers. In simple terms, is the delivery of on-demand computing resources on a pay for use basis. Cloud servers are located in data centers all over the world. IT organizations or Company's rather than storing files, data ( like images, videos,
ITIL process by Servicedesk plus
Servicedesk plus supports several ITIL process? please explain all ITIL process in servicedesk plus
Chat Functionality
Hi, Having the new live chat feature is great but it is really lacking in functionality, Can the following features please be considered in further builds Automatic greetings Canned responses Flexible to customize Company logo Themes\Colours We do not want our requester's to create requests using live chat, this should only allow them to query already open requests We do not want our requester's being able to select a support group A requester should have the option to end the chat A requester should
Emails automatically being sent to our service desk email in CC field
Hi, Yesterday we updated to Build 11124. Since then, when ever a technician hits 'reply' within an incident, it is automatically inserting our service desk email address into the cc field. It then displays two emails within the incident for the one email. Can you advise how to disable this function? Thanks Andrew
HTML Mail
Hello I am trying to add a notification Action after a transition in one of our request life cycles. I designed a html Mail but I fail to add it correctly. When I add it, at first it does look good, however after saving, the message is not displayed correctly. If you send the message to an outlook client it is even worse. Also sometimes the editor crashes when I try to edit the HTML. Does someone have an idea how to fix this? I attached the html-file. Thank you very much!
Share via Trigger?
Can I set the "share to requester" name via a custom trigger or form rule? We want to share certain incidents with other requesters based on a choice on the form. Possible?
manageengine get asset details with custom attribute or unique attribute for user using API
Hi all, I want to get all assigned assets and their details using a custom attribute or unique attribute for a requester or technician. I'm having issues to find the true parameters for may problem. That is xml code that I'm using. Can you help me the solve this problem. <?xml version="1.0" encoding="UTF-8"?> <API version="1.0" locale="en"> <citype> <name>All Assets</name> <criterias> <criteria> <parameter> <name compOperator="IS">logon
[Term of the Day]: Network Operations Center
Term of the Day “Network Operations Center” Definition — What is NOC? Network Operations Center (NOC) is a centralized location where IT Network administrators supervise and maintain a telecommunication network, its performance, and its quality. Basically, a NOC is the nervous system of any organization. A NOC is often the first line of defense against any attacks or anomalies that an organization or enterprise might experience with their telecommunications networks in the area of security.
Broadcast message for currently logged in technicians
I would like a request a way to send a message to all currently logged in technicians so that they can be notified instantly. For instance let's say I need to reboot the server, I could send out a message saying that service desk plus will be restarted in 30 mins. There is the announcement feature that exists but this only works if the technicians goes and looks at home tab and they only usually see it at their initial login at the start of their work shift.
[Term of the Day]: Operating System (OS) Virtualization
Term of the Day "Operating System Virtualization" Definition — What is Operating System (OS) Virtualization and what it does? Operating System (OS) Virtualization, also called a "virtual private server" is a method for splitting a server into multiple partitions called "containers" or "virtual environments" (VEs) in order to prevent applications from interfering with each other. This involves tailoring a standard operating system so that it can run different applications handled by multiple
Emails To Notify Not Behaving as Expected - URGENT
Hello - How come a requestor can only add contact to the "Emails to Notify" field for initial request creation? It seems if the user goes to reply to a ticket AFTER the ticket has been created, the field no longer diplays. Why?
Close a Change via API and PowerShell (JSON Format)
Does anyone know the correct JSON to close a Change? $JSON = @" { "operation": { "details": { "stagename": "Close", "statusname": "Closed - Completed", "statuscomments" : "Closed via API", } } } "@ [Net.ServicePointManager]::SecurityProtocol = [Net.SecurityProtocolType]::Tls12 $postparams = @{OPERATION_NAME = 'update'; TECHNICIAN_KEY = $apikey; INPUT_DATA = $JSON; FORMAT = 'JSON'} $JSONresult = Invoke-WebRequest -Uri $URI -Method POST -Body $postparams -UseBasicParsing | ConvertFrom-Json
Show only own assets
Hi, actually users can view all assets with product type, assigned user and so on when creating a request and choosing to associate assets. I don't want to let users see all assets of the other users, but their own. Is there any way to allow users only to view their own assets? Thanks in advance.
[Term of the Day]: Natural Language Processing
Term of the Day “Natural Language Processing” Definition — What is NLP? Natural Language Processing or (NLP) is a form of artificial intelligence (AI) that gives computers the ability to read, understand, and interpret human language. It is a field of study that focuses on the interactions between human language and computers. Let say you need a chatbot for your customer support environment, In order to train an NLP algorithm to understand human speech and text, the algorithm needs to be input
[SD-89451] Error while remove properties on the technician layout
When remove properties on the technician layout , Assign button doesn't works Error: Group and Technician cannot be assigned as the request template does not contain Group and Technician fields.
Reading User Defined Field results in error
I get en error trying to read a UDF with the following characteristics: Site Name udf_pick_9306 Pick List - - UDF_CHAR78 Can some one tell me what I'm doing wrong? the error message and the code are below. Thanks Sal Error Message: Message : Traceback (most recent call last): File "ConditionalApprovalVPN.py", line 10, in <module> fieldvalue1 = requestObj['udf_fields']['udf_pick_9306'] KeyError: 'udf_fields' The code is: import sys, argparse, csv, json csv_file = 'approvalsinglefieldVPN.csv' filename
[Tips & Tricks] Configuring SAML with Azure AD
This guide will help us configure SAML for those who want to use Azure AD as their IdP and also give you insights on a few issues that you might run into while configuring SAML in an Azure Environment. In an ideal environment, we will have an On Premises AD which will Sync users to their O365 Portal or Azure Portal. The sync is carried out with the help of a tool called Azure AD Connect, and the admins can download this tool either from the Azure Portal (https://portal.azure.com/#blade/Microsoft_AAD_IAM/ActiveDirectoryMenuBlade/AzureADConnect)
[Term of the Day]: Collaborative Writing
Term of the Day “Collaborative Writing” Definition — What is Collaborative Writing? Collaborative Writing — by its very definition — is two or more persons working together to produce a written document. It is an iterative and social process that involves a team focused on a common objective that negotiates, coordinates, and communicates during the creation of a common document. Collaborative Writing has become a significant component of work in the business world, and many forms of business
[ForYourInformation -47] Password Policy Enhancement
You may all know about the Password Policy feature which was introduced with 11100 builds of ServiceDesk Plus. Now we have an additional function "Change Password Redirection" in the password policy feature which is available from the 11123 builds of ServiceDesk Plus. This function allows ServiceDesk Plus admins to enable a forced password reset policy, which redirects users, who log in for the first time, to the change password page. Admin Tab >> General Settings >> Security Settings >> Password
Script to show Day,Week,Month,...
We defined a custom filed and we want when a request submitted in Rule and Filed , run a script : for example: If CREATEDDATE=today Set in UDF: TODAY If CREATEDDATE>today Set in UDF: YESTERDAY ..... If CREATEDDATE=thisyear Set in UDF: THISYEAR var x=$CS.getValue("CREATEDDATE"); var currentDate = Now(); if (x>=currentDate) { $CS.setValue("WorkOrder_Multi_Fields_UDF_CHAR4",["Today"]); } if (x>=Today) { $CS.setValue("WorkOrder_Multi_Fields_UDF_CHAR4",["Yesterday"]); } if (x>=thisweek) {
Catastrophic failure whilst installing sdplus
Was trying to update an old instance of our sdplus application following these guidelines. https://www.manageengine.com/products/service-desk/on-premises/migration-sequence.html We were originally on version 9334 using mysql which was the default when we first installed service desk plus a few years ago. I was able to upgrade to 9336 without any issues. However when i tried upgrading to the next step which was to take me to 9400 i was informed i could not continue as i needed pgsql. Found
restrict ٔReopen Task
How can it restrict technicians from reopening their work?
[SOLVED] Audit Report
I need a report showing the following fields: Login Name, Technician Display Name, email, Job Title, Department Name, Associate Support Groups, Assigned Roles
[ SD-89356 ] Time spent(in minutes) and Time spent in OnHold status(in minutes) time format
Hi Please help me how can get Time spent(in minutes) and Time spent in OnHold status(in minutes) via time format like: 21:34 min on "Request technician assessment"
[SDF-89441] Http to Https Redirection Feature
Hi, http to https redirection is complex. Changing server.xml and web.xml files may damage service desk plus. I suggest adding an option in Security Settings section called "http to https redirect" like attached image. Thanks. reference: https://pitstop.manageengine.com/portal/en/kb/articles/how-to-redirect-servicedesk-plus-url-from-http-to-https
Automated approval request through request life cycle
Hello everyone, i actually writing a python script which will be use in a RCL workflow. Here is what look like a request with this workflow I am able to retreive all the required information but i am stuck on how to create this approval. i tried a url post using the api for service request /api/requests/{requestid} to update the request but no luck as per now. So if someone has a tips to give me , it would be really appreciated. regards, Martin
Problem while changing asset state
Hi i have problem when i want to change asset states . when i click on asset state, Assign/Asset window will open and "Unknown error occurred While ..." will show up. my sdp Version : 11121 database: SQLServer and here is some screenshots about this error in attachments. Thanks
[Tips & Tricks] Streamline your helpdesk by decluttering unwanted request status(es)
Hello users, I'm here with yet another handy tips that could be useful to you. Scenario: A customer came up with a requirement to declutter a few default request status(es) that are not used in his helpdesk. He wanted to streamline his helpdesk and those unused status(es) were cluttering up his ticketing flow. Challenge: As you may know, default request status(es) cannot be deleted in the application. Solution: Global Field and Form Rules. Customer's requirement has been accomplished by configuring
SCCM Integration loads infinit
Hi Thanks for the last reply of my Case, it worked great :) I tried to integrate SCCM in our Servicedesk Instance. When I fill out the form and either save and test connection or save the connection it does nothing. Is there any log to observe or any other general tipps before implementing SCCM? Also we do have de basic 250 Asset licence.
[SOLVED] Compare Additional Date
I wrote this script on Rule incident template I want compare 2 additional date filed ========= var x=$CS.getValue("GUDF_DATE1"); var y=$CS.getValue("GUDF_DATE2"); if (x<y) { alert("start date should granter end date"); } ======== it's not works
[Term of the Day]: Blockchain
Term of the Day “Blockchain” Definition — What is Blockchain? Blockchain technology is a structure that stores transactional records, also known as the Block. This digital information ("Block") takes the form of a string of binary "bits", ones and zeros, which can be processed by computers to be made readable by humans. The blocks are stored in public databases, known as the "Chain", in a network connected through peer-to-peer nodes. This “Chain” of transactions grows larger as new “blocks”
[SOLVED] Error in editing or Creating a PM task [SD-88065]
hi friends. when i want to create or edit a preventive maintenance task, in final step SDP Show me this Error: "This Request will not be considered since passing more parameters to server might result in vulnerability issues." sdp Database: sql server my sdp version: 11116 here is support file and screenshots in attachments
SAML Problem
Hi, I followed step by step instructions to set up SAML but I got an error. What is the problem? I tested on Service Desk Plus 11.1 Build 11124 and Active Directory Federation Services 2016. Thanks.
How to populate template "Pick List" field type via script
I am working on a building access service template. The idea is to have the requester select the Location from a Pick List field and send the approval notification to the Location manager. Originally I was planning to use the Site(s) information because we already have these populated along with an attribute called "Managed By". However I have since found out that the Site filed is not available to the requester. There over 100 locations, so creating a field rule for each location is not realistic.
[Term of the Day]: TechQuilibrium
Term of the Day “TechQuilibrium” Definition — What is TechQuilibrium? “TechQuilibrium” is a new term introduced by Gartner in 2019 to describe the ideal technology equilibrium that enterprises need to achieve in order to thrive under uncertainty about what the world will look like five, ten, twenty years from now. According to Gartner, achieving TechQuilibrium is the only way to “accelerate in the turns.” In other words, to survive and even excel when faced with economic, geopolitical, and digital
[SDF-55749] Auto assign request to technician on reply/edit of request
Hi there, I am trying to make servicedesk plus (On-prem free) auto assign a request to whichever technician edits/responds to it, in order to correctly track how many requests the technicians deal with per month. I've tried auto assign, but as this done is on round robin or load balancing it doesnt tick the box unfortunately. Is there a way I can set it so if the technician replies or edits the ticket properties, it will automatically assign it to that technician?
Load reports into a project
As a project manager I have lots of reports related to any given project. My feature request is to be able to load reports into a project for easy access for the team. I have attached an example. This will allow the team to be able to easily access relevant reports plus it would be easier for me during leadership report-outs to pull up the relevant reports.
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