Error in service request and tasks
Briefly. Created a service request. This is a request to create a user account. That is, application 1. but it can create multiple tasks. Added the resources parameter to the template body in which you need to check the necessary resources, that is, for example, a new user needs access to the Internet, autocad, mail 1C. and so on. To each check mark in the workflow, add a task. Configured the rules that if this check box is selected, run this task, if another check box is selected, then run this
Service desk Plus Build 11.0 Build 11006
I want all New Emailed requests to go directly into an IT Service Group rather than have to manually assign them to this group
Add Request API
We have moved into a newer version of Service Desk and our SERVLET API is no longer working. I understand we need to move over to the new version of the REST API however, I'm new to JSON. I'm able to make the example work from the help, but can't find a good example to work off. In the servlet version we had a web form to collect the request details. I assume we can still do this. Any insight is appreciated.
How to parse information from ManageEngine SDP to PythonScript
I have created a python script to get ticket information using hard coded information(ticketID,technician_key), my script can grab the requested ticket successfully using api/v3/request. My question : Is it possible to 'grab' ticket ID and technician key automatically based on what my user input(ticket id, technician key) from CyberArk? Trying to integrate CyberArk with ManageEngine SDP.
Status Codes
Hi, In the problem module, whenever the status in changed the same is updated in the history. For eg: STATUSID Changed from 1 to 4203. STATUSID Changed from 5101 to 1. Is there a co-relation of these status code to the one actually defined in the tool.. Maybe 4203 is "Root cause Analysis", 5101 is "Resolved" How do we check this in the tool. Info on the above will be helpful pl. Regards, R Karthikeyan
Add notes to Request from API
I need to update an Onboarding ticket when I add the employee to our domain. I have an app to do all the work, but I would like it to update the ticket. At first I simply wanted to change the related task in the ticket to resolved, but that appears not to be an option, so I suppose the next best time would be to add a note that the work is completed. Is there a way to do this?
SDP Notificatoin only for internal user
Hello everyone, This topic sound repeated, but allow me to ask again. In the SDP, we would like to provide the acknowledge / notification for internal user only. Our current SDP fetch mailbox will contain everything from internal and external. And we would like to enable the notification only for internal user. So it would let external parties aware we have the ticketing system implemented. Because they won't have access anyway. I tried to use the "Junk Filter" option, but it doesn't look good, Is
How to stop Auto Responder for specific TO Addresses
Hi We get a whole lot of different email addresses forwarded to Service Desk, however we wish to prevent the Acknowledge requester by e-mail when a new request is received. notification not to fire for one of them. Is this possible? Currently the rules only work on From addresses, not TO addresses.
Best method to track docking stations and monitors
I currently have Docking Stations (for laptops) and Monitors set up as Asset Components, and this will work to assign them to laptops, except in a particular case. We have a satellite location that has 'shared' docking stations and monitors set up in a room for general use when we have remote employees visit the office. What is the best way to assign these as "In Use"? I cannot tag them to a person nor assign them to a location as they have to be tied to Assets. Should I track docking stations and
One hundred ways to make ServiceDesk Plus work for you!
We found 100 ways to make ServiceDesk Plus work for you. We've created a best practices guide that contains an exhaustive collection of How-tos, Tip and Tricks, and Knowledge Base articles on ServiceDesk Plus. Read on...to discover ways to make ServiceDesk Plus work for you and your team. And, do tell us what we can do to make the experience better for you. Tips & Tricks High time to snub manual translations ServiceDesk Plus built-in scribble pad Auto-approving a change First Call Resolution (FCR)
Collection of KB's(Tips&Tricks, Blogs, ForYourInformation and Did You Know)
Tips & Tricks: Simple way to search requests submitted by a specific requester ServiceDesk Plus built-in scribble pad can save you time everyday Auto-approving a change Minimize the number of clicks in ServiceDesk Plus HelpDesk Admin A usher to requesters Event & Task Reminders from ServiceDesk Link and Merge Requests Sending out custom notifications made easy Encrypt documents generated from ServiceDesk Plus High time to snub manual translations Viewing/Searching request activities is no longer
INFO on query
I'm trying to do a query to have the timespent on change for every technician I noticed that when the worklog is not associated to a task but directly on the change I have some columns NULL SELECT COALESCE(ctk.CHANGEID , ch.CHANGEID) "Module ID" , 'Change' "Module" , CASE WHEN MAX(tk.TASKID) IS NOT NULL THEN MAX(ch2.TITLE) ELSE MAX(ch.TITLE) END "Title" ,qd.QUEUENAME "Group" ,stg.NAME "Stage" ,sts.STATUSNAME "Status" ,CAST(SUM(ct.TIMESPENT) AS FLOAT)/1000/3600 "Time Spent" ,to_char(from_unixtime(max(ct.CREATEDTIME)/1000),'DD/MM/YYYY
IT analytics in 90 seconds: Understanding technician behavior
Understand the behavior of your help desk technicians and track trends in their performance using the Technician History dashboard in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial today:
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dear Concern Person
[SOLVED] Mismatch of URLs
Hi Team, In our Notification Templates it shows the $RequestLink url as being as below: However when the notification goes out, it then shows as this: How do we fix this? Cheers, Bray
Field restriction
Hi I have included custom field in incident template, i want to show that field to the particular group and need to hide from others. How to do this restriction? Regards, Karthikeyan
Demo site
Why is the Demo site different from our ServiceDesk test environment. We are on 11004 build so shouldn't they be the same. I don't see the Checklists in our test environment and the Technicians & groups option are not on the bottom for chat.
Besoin de script
Grisé un champ en fonction d'un utilisateur dans gérer le catalogue de service moteur Besoin d'aide au niveau du Script.
Create Task Via API
I would want to have a task automatically created once a service request has been approved. How do I implement this using Powershell or Python and the REST API?
Fail update
Hi. We tried to upgrade from version 10.0 (build 10000) to version 11.1 (build 11104) and received an error (see attachment). The link is indicated in the error, but there is no description of this error (the latter is only 1008, but not 1009).
Features Comparison 9.2 Vs Latest version
Hi Team, 1. We are currently using Manage engine Service Desk plus 9.2 . 2. We want to upgrade to the latest version . In the process would like to know if there is any link/ wesbite wherein the additional features in latest version ( as compared to 9.2) is listed out. 3. This will help us in getting approvals for upgrading to latest version pl. Regards, R Karthikeyan
Query Report Error with CONCAT function with date parts
I'm working on a query report, and I'd like to have the 'YEAR-MONTH' that the ticket was created. I'm using the datediff function to convert to a date format, because the format of the date fields are not compatible with SQL Server. I have the year and month in the query individually and they compile without issue, but when I use the concat function to put them together, I get an error with the datediff function in the reporting tool. This works in SSMS, so I don't understand the root of this error.
Completed Tasks Report
Hi, I am looking for a report that will provide us with a listing of all tasks closed within the last month. Our database is MSSQL, and please include the following columns: Task Owner (sort by this field) Task Created Date Task Closed Date Task Number Task Title Task Description Task Comments Request Number I have tried to create this report myself, but was unable to get everything working...this code below has many of the fields I am looking for though. SELECT wo.WORKORDERID 'Request ID',dateadd(s,datediff(s,GETUTCDATE()
Postgres database connect
How to connect to the postgres database remotely? Use SDP Your Version : 11.1 Build 11104
How to fill in the email of users in an additional request field.
Hi. I used this instruction, it works fine, thanks. https://pitstop.manageengine.com/portal/kb/articles/how-to-populate-user-names-in-request-additional-field How to edit this script so that the value of the e-mail field is returned. That's not working. " <API version='1.0'>"+ " <citype>"+ " <name>"+CITypeName+"</name>"+ " <criterias>"+
Notification not working
After Service Desk upgrade 11103 version this notification not working Acknowledge requester by e-mail when a new request is received. please help me
Office 365 supported Version
We are using Manage Engine plus 9425 Version. We are already migrated our Exchange server to Office 365. Need to know that, Will this version support office 365 mail settings (smtp)? if not what is the correct upgrade which support Office 365?
API v3 "search_criteria" doesnt work with more than one field
I'm trying to use the API for ServiceDesk Plus. I am using the tester on https://servicedesk_url/SetUpWizard.do?forwardTo=apidoc -> Request -> View All Requests It seems I cannot get the search_criteria to work unless I only have one simple field within it. Example 1. This works and provides lots of request results: { "list_info": { "fields_required": [ "group", "status" ], "search_criteria": { "condition": "is not", "field":
Report to show all support groups and their technicians?
I am l looking for a report that would give me all the support groups currently configured in service desk plus with all the technicians in those support groups and I would also like it to show the configured group and sender's e-mail address of those support groups. Is that possible or do I have do it manually and go into them one by one?
Audit report by specific workstation name
Hi, I wanna to get audit report by specific workstation name. I need this query DB: Postgres Build: 10.0.13
ESM - Unable Edit Instance Owner
Hi, We're using build 11101. I am admin for the current IT Helpdesk instance. We're setting up a Facilities Helpdesk instance which is in Pre-Production. I'm trying to change the owner of the Facilities Site to another admin but I'm getting the error message: "Removing the service desk owner is not allowed" I imported users into it so that I could make another technician an admin and hopefully be allowed the change the site owner to this new admin but as we haven't yet purchased the licences for
Doesn't change Asset State to IN USE, When I added USED BY releationship in CMDB
Hi, When I change Asset State of my keyboard, SDP added used by relationship to my keyboard. In this situation every things is OK. But when I go to CMDB section and add used by relationship to my keyboard, SDP doesn't change my keyboard Asset State to In Use. I wanna to import relationship between keyboard and workstation from XLS file, but already I don't have any solution. It's very important for me. What should I do? Thanks for helping
AssetExplorer Database Configuration
Trying to run teh database configuration to set up the database for SQl server I run the batch file, put in the necessary information, but the command window stays open, and nothing looks like it is happening. Does this utility created the database, or should that already have been done? If so, what rights does the account for the assetexplorer database need?
[SDF-38783,SDF-38963,SDF-37516] User Groups criteria
Please add all users custom fields to User Groups criteria Default criteria are very limited!
FCR script
Anybody have a script to accomplish the following?: 1. IF Group = ServiceDesk AND 2. On EDIT - Status = RESOLVED Prompt message "Please check if FCR" {Display YES or NO} = response IF Response = YES, SET FCR=TRUE, else SET FCR = False I hope I pseudo coded that so it's understandable. Basically, if the group is "ServiceDesk" and they resolve a request, We'd like to prompt them to indicate if it was FCR or not. Sometimes they resolve requests and 'forget' to manually mark FCR. Thanks!
[SDF-84846] Form & Field Rule in Request Life Cycle
Hi, Thanks for RLC feature, but I think this feature needs to "Form and Field rule" or actions. For example we need to change field or empty field or even disable or enable some fields on click transition. Please complete RLC feature with these actions. Already I can't develop all our workflow with this options. Thanks for listening
MTBF – Mean Time Between Failure
I want to find the elapsed time in minutes between two service records of the same item. Can you help me ?
Notifications on request created/edited
We are currently testing Servicedesk and one feature that we need mostly we cant set up. So, We have ccreated a site SITE1 and when an email is sent to email@email.com i auto creates a request it assigns a technician and sets site to SITE1. What we want is how can we add notifications, every time a request is createt/Updated/Resolved/Closed and Site is SITE1 notify 3 other users (except requester). We have found "Custom Triggers" and created 2 rules. When a request is created it successfully sends
Error Custom Report after update 11102
Major error: After Update 11102 ALL custom report dont work. Problem with Russian characters in Name fields. On ver. 11100 and 11101 is working. Update 11103 dont fix this problem. Minor error: Find (selection field, example Requester in Quick Create New Incident) case sensitive for russian characters. Aaa and aaa - different words. On old version worked normal.
[Tips & Tricks] Few chat enhancement released with build 11006
The following are the Chat feature enhancements available from build 11006. You can now add hyperlinks to a chat We have added the function to include or exclude chat for sites, groups, and technicians in [Admin -> Chat settings] Requesters can now close an unpicked chat which will be marked as a missed chat. After the technician accepts the chat request, the attachment icon becomes available for the request. In case the technician does not pick up the request within the stipulated time, it becomes
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