Creating a Service Catalogue Request from an Incident
Hi We are about to start raising new starter equipment requests from an external HR system to Manage Engine. At this stage we will generate an email into Manage Engine using the @@ parsing functionality to provide the fields, i.e. First Name, Surname, Line Manager etc. (this is tested & working) As that will create an Incident ticket, I would then need to select Actions > Create Service Request & then select the Service Catalogue template I want to use for the equipment request. Question: Is there
Fetch only emails from my domain
How can we exclude emails from external domains from being "Fetched"?
New Request Created when a Request is closed
The only notifications I have selected are for When there is a new request or a reply, And for some reason every time we close a ticket a new request is created. It does not say it is closed either. We have to open the link in the email and it shows that it is closed on the server Any Advise appreciated THANKS
[Term of the Day]: Gantt Chart
Term of the Day “Gantt Chart” Definition — What is Gantt Chart? A Gantt chart, commonly used in project management. The tool illustrates project elements through the chart and it simplifies the complexity of the projects. A Gantt chart is a graphical depiction of a project schedule, the tool assists in planning and scheduling projects. It gives a visual display of the whole project which includes, project start and end dates, milestones, stages, deadlines, relationships, and dependencies between
Notify technician when a request that is shared with him receives a reply
Is this possible?
Export Users list with Username
Hi, How Can I export all users details with their Username?
[Term of the Day]: SAML
Term of the Day “Security Assertion Markup Language” Definition — What is SAML and its purpose? In computing and networking, the Security Assertion Markup Language (SAML), is an open standard that allows security credentials to be shared by multiple computers across a network. It also enables "interoperability" that allows different machines to interact with each other, despite their differences with technical specifications. This makes single sign-on technology possible by providing a way to
Report Users details with Username
When I try to generate report of users details, I can not see "Username" column
[SOLVED] Field Mobile import from active directory
Hi, I have a question. In the user card there are the fields for the fixed and mobile phone. You can do this for the landline phone, but for the mobile phone? You can do it if I create a custom field, but I would have two equal fields. So how can I import the field from the otherTelephone domain controller into the mobile field of the service desk? Regards
Cannot close tasks using API anymore
We are using some powershell scripts to automate requests in SDP. Some of those scripts need to close tasks in tickets. We updated SDP to version 11.1 Build 11105 and since then it isn't possible to update tasks anymore. Something has changed and i don't know wat. The function i use : Function Close_Task { <# .SYNOPSIS .DESCRIPTION Long description .PARAMETER Status Used to send along the status of the task .PARAMETER Taskid .EXAMPLE Close_Task -Status "Closed" -taskid 3423 #> [CmdletBinding()]
[SOLVED] Sorry an error has occurred Unknown error occurred while processing your request.
Hello Team, Recently we have upgraded Servicedesk Plus to newer version from version 10504 to 10514 , 10514 to 11000 and 11000 to 11100 respectively. Now we are unable to generate any reports. The error we got is "Sorry an error has occurred Unknown error occurred while processing your request." Can you please assist us on the same? Following are our server config details: General Properties Build Number 11100 Application Architecture 64 bit Configuration Properties File Attachments Path /opt/ServiceDesk/fileAttachments
update question
If i have several updates that i have missed - should i install all updates i have missed or just the latest one is OK. Thanks in advance
Self Service Portal Customization
Hello to all, is it possible to add an additional button to self service portal? We need an additional button to redirect requester to their own requests. We need something like that: Thanks in advance
How to manage Global tickets
Good Afternoon everyone, I have a quick question about managing Global tickets in Service Desk Plus. Is there a way to close all associated child tickets when you close a Global Parent ticket without merging them together?
ServiceDesk licensing
Hello, Are there only annual subscription to ServiceDesk available (on-premises)? Or license is perpetual, and only AMS is needed to renew?
Seeking help writing a sql query to locate a technician record (using technicianid equals 47105) and changing the technician name from "Monkey, Puppy" to "Shoop, Brian".
Hi. I would like all historical tickets and notes associated with technician by ID 47105 to come up in incident reports with the tech named Shoop, Brian". Currently the history is reporting them as "Monkey, Puppy". The ID for Monkey, Puppy is an inactive technician account. I have validated the technicianid 47105 has the technician name Monkey, Puppy. I would like issue a SQL command that will locate the ID and rename Monkey, Puppy to a valid technician name (Shoop, Brian). I appreciate your help.
Is there anyway to track the time between value changes?
I'm trying to track how long a ticket stays assigned to a specific value through the life-cycle of the ticket. For example: - 20/05 - Ticket01 Created - Technician Unassigned 21/05 - Ticked01 Under Investigation - Technician Assigned to A 22/05 - Ticked01 Under Investigation - Technician Assigned to B 22/05 - Ticked01 Closed I'm trying to track the time (preferably in minutes) between Ticket01 moving from an Unassigned State to an Assigned state and then additional how long A had it before it was
How create asset report that contains hardware datail
Hello, Is it possible to run a query report that includes hardware details? especially the type of hard disk. thank's for your help Fabiana
Seeking sql query to pull incidents and notes where technicianid is specifig (for example 47105).
I am seeking sql query HELP to pull incidents and notes where technicianid is specifig (for example 47105). I appreciate your assistance in advance! Thanks, Scott
Change Request Number order
How we can change tracking number of requests or How to customize it!? Now, Ticket number It is arranged numerically (1,2,3.......500..) We want define ticket numbers to (ID01,ID01,ID03,....ID500,...
[Term of the Day]: Hyperautomation
Term of the Day “HyperAutomation” Hyperautomation - in simple words it can be understood as the Digital Era of Automation or Advanced Automation. Hyperautomation includes artificial intelligence (AI), machine learning (ML), and robotic process automation (RPA), its an intelligent mixture of different automation technologies. The idea is to automate more and more knowledge work and engage everyone in an organization to be part of the transformation. It helps automate many aspects of decision-making
Add custom java widget to User Selfservice portal
We want add an web-form like (as custom java widget) to requester Self-service portal, it's possible? Now, add url,html is possible.
[Term of the Day]: Daemon
Term of the Day "Daemon" Definition — What is Daemon and it does? In multitasking computer operating systems, the Unix term daemon is a computer program that runs as a background process, rather than being under the direct control of an interactive user. A daemon is usually either created by forking a child process and then exiting the parent, which will cause it to be orphaned (on purpose) and adopted by the init process, the granddaddy of all processes in the system (which is also a daemon
[SDF-77390] How to delete archive requests
Hi everyone, we have did many test on a system which we want go live, after deleting all the test Requests (created automatically via email from another system, many thousands requests), is there way to remove the archived test Requests? Found there was a topic on this about 6years ago.. Regards Yew Hang
Custom report
Hi I'm trying to run some reports that will show me all of the tickets that exist where a custom Request - Additional field is not empty so that I can determine how often the field is used. Let's say we have a custom multi-line field called "Phone". I have tried running a report that filters the Phone field by: Phone Is Not 'None' (I've also tried without the single quotes.) When this report is run, it still shows me tickets where Phone is "Not Assigned". I've encountered this issue with both
[ SD-87321] No changes to the widget
When I change widgets size, the change message shows saved, but when I refresh the page , all widgets resizing settings are reset and no changes are made
[SD-71436] POST function not working on build 11115
Hi, We have had to roll back to a previous version as the function to POST has stopped working. The script / function works fine on a previous build. def postURL_V3(url, TechnicianKey, operationName=None, json_data=None, params_data=None, files=None): data = { 'input_data': json_data, 'TECHNICIAN_KEY': TechnicianKey, 'format': 'json', 'OPERATION_NAME': operationName, } params = { 'input_data': params_data, 'TECHNICIAN_KEY': TechnicianKey,
Make certain request viewable for NonTech employees
This post is regarding our forms that have been created for Onboarding/Offboarding or Employee Change request. Our organization has a dozen or so different departments. Each department can cover multiple locations. We run into issues where a form (from above) will be submitted multiple times for the same person for the very same reason. The requesters that put in these forms are not ServiceDesk technicians (that is not an option). And by default we do not allow anyone to view their Site/Department
Report about requests reopen time
Hello to all, we need a report about reopen time of requests in a specific period of time. Could be possible in SDP Plus? Thanks in advance
[ SDF - 87651] Change # to ID
How I can Change # to ID
[Term of the Day]:SAM
Term of the Day “Software Asset Management” Definition — What is SAM? SAM stands for Software Asset Management, in simple words it's a software needed for all business environments to simplify the complicated task of managing organization owned hardware and software. In general, the software managed by the organization are of different types like managed, shareware, freeware, and prohibited. The key focus of SAM is optimizing licenses and lower risk of being audited by a software vendor. SAM
Spamfilter?
Hello guys, I am using my helpdesk as a platform for al my information so i am sending tickets from all kinds of programs as seen below. These tickets generate if a user can't login to my system and tries again and again etc. is it posibble i only get to see one of them. Something like a user can only send a ticket every 5 mins or something ? or is it posbbile to delete dublicate tickets ?
Customize Nav Bar
How do I customize this bar and add my own buttons/links here?
[Blog] Why analytics is crucial to ITSM
In a complex organization or infrastructure, there is no unified view to access and analyze the data. This lack of visibility results in hurdle of adequate governance, driving inefficiencies and increasing the cost of delivering services. Data Visualization platforms allow businesses to bridge the gap between information silos and to analyze all IT service related data in one single view. This integrated model empowers you to create detailed dashboards to provide insights into the performance, health,
[Term of the Day]: Big Data Analytics
Term of the Day "Big Data Analytics" Definition — What is Big Data Analytics and why it matters? Big Data analytics is the process of examining large sets of data (called Big Data) to discover patterns and other valuable insights. With today’s technology, Big Data analytics can help organizations to better understand the information contained within the data and will also help identify the data that is most important to the business and future business decisions and disprove existing theories
Negative timespent present for this request
If I go to system error log I see allot of these errors. Yet, the request seems fine. Why?
SLA countdown in WOListView
Hello, I have configured some SLAs to work in operative hours. If I log in sdp and open the Requests list at midnight, I can see how the countdown decreases in minutes. I wonder if this is only a interface behaviour or really it is counting. I attach a screenshot of the configured SLA (
[Term of the Day]: Mobile App
Term of the Day “Mobile App” Nowadays ticketing tools have come handy as a Mobile App. You can perform almost every activity of a ticketing tool through the Mobile App. The tool is much useful for both end-users and support technicians. A support technician will have a bird's eye view of the tickets with complete details in a single pane. He can also perform other activities like managing IT and non-IT assets, performing RDP's (Remote Desktop Protocol), handling service ticket approvals, organizing
[SD-87472] Permission Issue creating new support groups
ServiceDesk Plus 11.1 Build 11114 Hello, I'm facing an issue that appears suddenly.... I'm trying to create a new support group but the app starts to show me the following message: "User does not have sufficient privilege". Of course, the user that I'm using have the SDAdmin permission asigned and even the issue persists trying with new test user with the same privilege. I appreciate your help.
Import Multiple Requests Into Project
HI, Is there a way to import multiple requests into a project. I know I can add one at a time from within a request, by clicking 'Associate Project'. But is there a way to import many requests at once?
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