Team work solution
Hi, In helpdesk we need to report every activity of our technicians, the problem is when the ticket is created we very often working in two or three person to resolve it, but we can assing this ticket to only one technician, so later in reports only this one person is visible as active technician who worked with this ticket. I don't know how to resolve this issue, I tried divide ticket into tasks, and there is option "Owner" as Mark and Assing, so assigned various tasks to various technicians, but
Report Time Analysis
I need a report to extract the time analysis values for each ticket. I would need: N.Ticket Creation date Requester Technician Request Status and the values of the time Analysis Unassigned (How long the ticket was unassigned) Technician (first movement from open to XXXXX) Last thing. As filters I need to put this working time (if is possible) from Monday to Thursday from 8 to 12.30 and from 13.30 to 17 Friday from 8 to 13 these are the data of my Servicedesk Plus Version: 10.0 Build 10021 DB: PGSQL
Create a custom report
Hi. i have to create a custom report about workstations, but i don't know how can i create this report. can you help me? Thanks!
Enabling O365 Multi-Factor Authentication
Our organization is enabling Multi-Factor Authentication on all O365 accounts, this includes our ServiceDesk Plus Email account. How will Service Desk receive and send emails once Multi-Factor Authentication is enabled?
Asset Explorer API Pull
Trying to pull the data on a single workstation so I can see how the attributes are named (will need this to later import system info and application list). This is what I'm trying: https://x.x.x.x:8080/api/cmdb/ci/list/all?OPERATION_NAME=READ&TECHNICIAN_KEY=XXX I get back a 3001 error code. If I try to query a specific CI: https://X.X.X.X:8080/api/cmdb/ciId=19391?OPERATION_NAME=READ&TECHNICIAN_KEY=XXX I get back a 3003 error code.
REST API issue updating the ISVIPUSER field
I have no problem updating fields with the API, however I just ran into a issue recently where I would like to set the VIP User flag as true when making a ticket that belongs to a certain group. I make the request but the field stays as "No". Here is my code: OPERATION_NAME=ADD_REQUEST&format=xml TECHNICIAN_KEY:XXXXXXXXXXXX &INPUT_DATA= <Operation> <Details> <ISVIPISER>Yes</ISVIPUSER> </Details> </Operation>
SD Admin Role0- for individual Mangers
Dears. We have already decided to buy Manage Engine Pro Edition with 11 technicians, we have 3 dept. 1. IT-hardware, 2.IT-ERP and 3.Facilities, each dept have each Manager, we have assigned the"SD Admin" role for each manager, doing so each dept manager can see other dept's requests which we dont want, we need to restricted them and each manager should see the request belongs to his dept only, at the same he should have SD Admin role- full access to portal how can we resolve this?
An error occurred while migrating database (unable to upgrade to 10.5)
Hello! I'm trying to upgrade our SDP Standard (10.0 Build 10020) to 10.5 without success. Windows Server 2012 R2 x64, PGSQL, during the upgrade process I can arrive to PGSQL upgrade (9.2.4 to 10.5) but this stuck at 1%: Can anyone help me to solve this problem? Thanks. Giovanni.
Custom Trigger to change request status after approval
Hey Everyone, I've made a service request form with status (waiting for approval) when created. I want to change the status to (Open) if it's approved using custom trigger but don't know where to start. can anyone help showing how to do it with example script Regards
Change Notifications
I'm trying to find out why a change ticket notification contains an additional Change ID #. Here's the Subject line from the email sent to change stakeholders (change exiting the Deploy stage): Subject: #CH-1661#Change ID: ##CR-1661## has been successfully deployed Here's the subject setting under the 'Stage and Status' section: Stage (Deploy) --> Status (Completed) section: Change ID: ##CR-$ChangeID## has been successfully deployed Where is that first CH ID # coming from?
[Webinar recording] Save big with advanced analytics for ServiceDesk Plus asset management
Did you miss our webinar on how to save big using advanced analytics for ServiceDesk Plus asset management? No problem! Check out the recording here:
ae-scan.mac.sh
I'm currently working with the ae-scan.mac.sh script. I have a couple problems with it that are keeping it from working in my environment. I was hoping you'd have insight on changing these settings. I need the script to use the serial number as the computer name, not the host name. I need the script to pull the model_identifier, not just the model (eg. Macbookpro15,1 instead of Macbookpro) I've tried to adjust the settings in the script, but whenever I do, the server won't import the data. The xml
Use Ticket Categories to Trigger Incident Templates
Hi, I would like to suggest either an option within Incident Category creation/edit or within Ticket Template creation/edit to automatically trigger applying a ticket template to a ticket without overwriting non-blank existing fields when the category/subcategory is changed. See below for a hypothetical scenario for how this would be intended for use. If this already exists as a custom trigger, do you have an example script you could point me to I could use to achieve this? Hypothetical Scenario:
Masterclass – ManageEngine integrations: Analytics: Get a holistic view of your IT service desk - 7th session 31st July
We're hosting a webinar 31st July on ManageEngine integrations: Analytics: Get a holistic view of your IT service desk ITSM using ServiceDesk Plus, the 7th session of our Masterclass series. We'll be talking about how you can use ServiceDesk Plus to: Integrate with Analytics Plus. Improve technician performance by understanding their behavior Discover the process gaps that cause delay, and take action Reduce costs by analyzing asset utilization Using examples, we can Learn how to leverage
Database server not configured because the database server is compatible to build 9411
Hi Yesterday I had a problem and I had to reinstall the Manage Engine Service Desk Plus, but when I try to connect my DB, I get the error: -------------- Database server not configured because the database server is compatible to build 9411 and now you are installed 10508 build Please Install the build 9411 and then try. -------------- How can I go back to an earlier version? or where do I get the version 9411 installer? Please help!!! Thanks!
Where are the 9335 to 9400 release notes?
Hi, Looking to upgrade from 9335 to 9400 and/or 9400+hotfixes but the downloads section only starts at 9400 to higher versions. Trying to find release notes for upgrading from 9335 to 9400 is impossible and painful. Dare say they are tucked away somewhere but are they easy to find!......!!!! Happy to be proved an idiot, as long as someone shows me the organised links to the info. Cheers
Error while invoking backup
Hi, i am setting up the new backup schedule, pointing to the path, \\strnedsto102\dtb\Backups this is the path and presentations of this error. Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail, support file(s) and SDPbackup.log file from bin folder to servicedeskplus-support@manageengine.com java.io.IOException: The system cannot find the path specified
E-mail Note to Requester
Hello, A feature that would be very helpful, and was brought up by another person over 5 years ago, is the ability to check a box when adding a note to a request that says "E-mail this note to Requester" just like there is for "E-mail this note to the technician." We always update the request with notes, and check the box "Show this note to Requester" but that requires the Requester to actually log in and check the notes, which they don't. Would be very nice to have this option available (and
Report Question
I have the report below which gives me a list of tickets that have not been updated > 5 days. I need to modify it so that it filters specific ticket status' like Project and Problem. How would I accomplish this? select wo.WORKORDERID"Request ID", aau.FIRST_NAME "Requester", wo.TITLE "Subject", ti.FIRST_NAME "Technician", LONGTODATE(wo.CREATEDTIME) "Created Time" FROM WorkOrder wo LEFT JOIN ModeDefinition mdd ON wo.MODEID=mdd.MODEID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser
Redirection from HTTP to HTTPS
when I go on https - website is working correctly on port 443 I need to redirect port http 8080 to https 443. I tried these options, but it did not help: https://helpdesk.manageengine.com/sd/AddSolution.sd?mode=viewSol&solID=174001 https://support.servicedeskplus.com/portal/kb/articles/redirection-from-http-to-https I'm using version 9.2 Build 9227. How to troubleshoot it? Can anyone help? Thanks.
Custom Trigger languages
I am looking for some examples of executing custom trigger with languages other than bat files or python. Specifically I would like to call a c# console application. Is this possible, and can you provide me examples of the call that would pass a parameter??
Update Request Subject with Custom Trigger
Is it possible to change the Subject of a Request with a Custom Trigger? For example, a user sends an email to the helpdesk with a subject line of Add Printer ABC. A Custom Trigger in ServiceDesk has the Criteria "Subject begins with (Add Printer)", and executes a powershell script to install printer ABC on the user's PC. <- That part works! However, the request that gets created in Service Desk still has the subject Add Printer ABC. I would love it if I could change the subject of that request to
Sorry, your upgrade from 10500 to 10504 failed. Send us the log file for further analysis
Good day! I decided to upgrade my test service desk, from version 10500 to version 10504. I followed all the update instructions as before. As a result, I get the error: Failure, Please check the link. In an attachment, I suggest an update log, if it's not hard to tell me what's the matter.
Error during login into ServiceDesk
Have a error while try to login to SD: With SSO (AD user) or not (default administrator) - the error a same. I can create a ticket via mail, but cannot login and see and/or close it PostgreSQL working, i can connect and view "servicedesk" schema and table contents. In catalina0.txt: [13:00:47:128]|[07-23-2019]|[org.apache.catalina.core.ContainerBase.[Catalina].[localhost].[/].[org.apache.jsp.jsp.HomePage_jsp]]|[SEVERE]|[150]: Servlet.service() for servlet org.apache.jsp.jsp.HomePage_jsp threw exception|
Change requestor after request was created
I have searched this forum and seen many threads with this topic but not a resolution. Some of the replies are dated back to 2009 ?? Is this a feature yet, if not why not? It looks as though a) this is a simple change b) a reasonable request and c) a lot of people have requested it. How do i change the requestor after the request has been created? Why do I want to do this? well, the answer is simple Someone emails me instead of helpdesk with a detailed account of their request/issue. I
ServiceDesk Plus 10508 Released
Dear Users, SDP 10508 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Changes SD-79620 : Going forward, the approval action page will be shown while clicking on approval notification (bell notification). SD-78128 : In requests, problems, changes, projects, and project milestones, while adding a task by using the Add Task(s) from Template link, you can preview each task template in full screen. Enhancements
API vs. Manual Action
Is there a way to distinguish which action was done via API versus any action done via UI (manual action)? The reason for this is that I am using my own Technician_Key in all API actions. The problem we have right now is that there is no fine line between a manual action and API-based action. From an audit perspective, all actions are done by me whether it's via API or via a manual action.
[SDF-77430] Custom Fields in Mobile App
Good Day We are running ServiceDesk Plus on demand and we would like to use the Android mobile app. For our Work Logs we have some custom fields. Unfortunately, they do not show up in the mobile app. The same goes for fields whilst creating a ticket. Is there any solution for this problem or will there be an update regarding this topic in the near future? Thank you very much!
10.5 and later install error Problem in initializing Postqres
try clean install ubuntu server or desktop 18.04 and 19 try clean install debian 9.9 use root account and normal account but same error, try install gui or console same error Is there a requirement to be considered during the installation phase. same server try the install version 10. 10021 installation success but upgrade fail .... this version bug mail connection not imposible.. hot fix not working.
Error upgrading from 10014 to 10.5 - Class not found
Hi, I'm trying to upgrade SDP from 10.0 10015 to 10.5 using the .ppm file https://www.manageengine.com/products/service-desk/91677414/ManageEngine_ServiceDesk_Plus_10_0_0_SP-1_0_0_Windows.ppm The error seems to be a non existing class. I'll attach the updatemgrlog0
Auto close not working on copied requests
I just found several hundred requests that go back over 3+ years that are RESOLVED but not CLOSED. We have the 'auto-close' set to 7 days and it works on most tickets. The commonality in these is that they were COPIED from another request (apparently according to History). So it looks like auto-close doesn't run against request created via copy. A. is this a known issue? B. Is there a fix? Thanks David
mysql to postgresql migration failed
I'm trying to migrate a database on a test server to build 9336 but it's required to migrate database from mysql to postgresql. I did the backup and restore process but the restore is failing as attached logs.
Getting History report
Hi, Can you help me to create a report with the below fields, the most important field is History. These are the fields: - History - Request ID - Create time - Resolved Time - Completed - Time Elapsed - Subject - Description Version : 9.3 Build 9300
Request: Solutions Report
I'd like to see reports for solutions--similar to how you can generate Reports for requests For instance, a reports covering: Solutions updated per week New Solutions Solutions Viewed Total Solutions Viewed per specified time/date It would be helpful to see comments in a report. Thanks!
iOS app receiving notifications unexpectedly
I'm using the iOS Service Desk Plus app and it works very well. My SDP server is behind a firewall which restricts access to those who are using the company network only; either locally or via VPN. When I'm mobile, I turn on the VPN on my phone to use the Service Desk Plus app. I have recently noticed however that the app is getting notifications about request updates even though the VPN is not connected on it. How's it getting this data? There shouldn't be any connectivity to the SDP server! Many
CustomTrigger script - jsondata not defined
Hi, I'm getting this error when my script is run. I've been trying to figure what I need to do to define the jsonData, but I'm not having any luck. What do I need to do to resolve this error? Traceback (most recent call last): File "TriggerRequest-CellPhoneCanada.py", line 108, in <module> data = {'INPUT_DATA' : jsonData ,'TECHNICIAN_KEY': TechnicianKey,'format':'json','OPERATION_NAME':OperationName} NameError: name 'jsonData' is not defined Thanks, Patrick Korman
(SDF-50035) Change ID number ex: CR4023,CR3123
Dear Support team, FYA
Import Configuration Item Wizard (CI)
I try to import configuration units from the csv file, the system does not accept Cyrillic, how can I fix it?
Problem with AD Import Requesters
Hi, Because the import of the requesters with Active Directory Import did not gave the correct users, I moved some OU's in AD and renamde some OU's in AD. When I now do a manual import of AD. Admin -> Active Directory -> Import Requester(s) I still see the old AD-structure and not the new structure. How can I refresh this? Arjan
Ability to sync user photos from AD
We should be able to sync user photos from AD Attribute thumbnailPhoto and manage them for all users.
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