[SOLVED] Incident Template - Workflow - disable Approval Workflow?
Hi, I have the problem, that the first creator of an template clicked on an Option in the "Approval Details". Now the requester don't see who has the ticket. I want to disable this option, because we don't need it for this template. But all I can do is click one of this option, but have no chance to disable it. How can I resolve it? Or is there another option, that the user can see who is work on his ticket? (This problem just occur in this one template where the Approval Configurations was selected)
[SOLVED] Update manager not working
I'm trying to update to version 10 and when I run the update manager the dos windows pops up and disappears but never gives me the update windows to install the patch. How do I fix this.
Server start failure
Hello, I downloaded a trial of the ServiceDesk application, and installed it as the Free version for unlimited time. We'd like to evaluate it as a potential purchase, but after it completes install, nothing ever loads. It gets through the initializing, and hangs on the "Server Started" screen. Manually starting the ServiceDesk Web client, it fails and says the server is not running. Attempting the run.bat file, it says everything is loaded, then "Problem while starting server" at the bottom. I attempted
[SOLVED] Problem Picking up Tickets
Hi, We are having an issue picking up tickets. If we select the checkbox from the main tickets view, and then select 'Pickup' this works fine. However, if we go into a ticket and go 'Assign' > 'Pickup' we are presented with the following error. "Failure: Request ID(s) 26837 cannot be picked as the technician is not associated to the site." However, all of our technicians are set to 'Not associated to any site' as seen below: This has only happened since we upgrade to version 10.0 Build 10000 Any
API V3 trouble
Hello. I can create task throw API but when i try assign request to group throw API V3 i got "internal error". part of Python code: apiurl=url+"/api/v3/tasks" INPUT_DATA={"task": {"status": {"name": "In Progress"}, "request": {"id": "11"}, "group": {"id": 13}, "description": "just test", "title": "test task"}} INPUT_DATA= json.dumps(INPUT_DATA,encoding='cp1251') data = {"INPUT_DATA":INPUT_DATA} r = s.post(apiurl,data,headers=headers) apiurl=url+"/api/v3/requests/11/assign" INPUT_DATA={"request":
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[SOLVED] What is the definition of FCR in the request history?
What is the definition of FCR in the request history? It says "FCR marke Successfully"
[SOLVED] Announcements as Landing Page for Requester
Perhaps I'm missing this setting somewhere. But is it possible to have the requester's "Landing Page" show the announcements tab and not the dashboard? We'd like to force our help desk url as the opening page for our users browsers but we'd like them to see the announcements first when it loads.
Add approval stage while Form & Field Rule configuration of incident template
Hi, I need to add approval stage in incident form template. How to add approval stage in Form & Field Rule by change field or load form event? What should I do? Is there any alternative way? Thanks
Service Request second name for approvers
I want to duplicate the requester's name field to use to for a 2nd approval via a trigger. The idea is that the Requester can select from a list of other requesters as a second mandatory approver. I have a trigger that will set the approval if I can get the info/e-mail. The Name field is perfect but it doesn't look like I can add this a second time. Any possibilities here? I can't use the "roles" as it's not dynamic enough. "E-mails to notify" field doesn't validate for requesters. Options? Thanks
Requesters to submit for approval
Hi, I would just like to ask, are requesters able to use the function Submit for Approval? Thanks! Geraldine Legaspi
2 Problems / 2 Problemas
Hello Greetings, first of all thanks for the collaboration in the resolution of the problems, my problems are as follows, I have set my service desk with 5 technicians in your computer work group .. each one in your area .. now well at the moment of users make the request for example failure of the computer is assigned to the person in charge of data base and I declare the relationships I think well to see more I could be missing there, the other problem is that I as an administrator can not see
Custom Trigger - Email attachments
Does anyone have a script that will send a document as an email attachment? Use case: Requester calls asking for access to a specific application, we require that they complete a form that's counter-signed by their line manager. Based on specific conditions on the template an email is automatically triggered with the attached file. Thanks
Mail fetching stops repeatedly
We are facing an issue where mail fetching keeps stopping repeatedly. There is no error "DELETED flag", how ever there is an error named "ServerOut". We are not able to figure out what could be an issue. Could you please advice if there is something that can resolve this. Thanks Sheeja Nair
script to share incident
Hello, I would like to make rule to run script which will share an incident with certain user Regards, Michal
Is there any internal database description?
Hi, I'm building several custom reports and need to calculate some KPIs based on Changes/Requests data. We are using 9.4 Build 9425 on-premise MSSQL version, can I get the documentation for this DB?
ServiceDesk Plus - Youtube URL
Hi, I have noticed whenever I open/close refresh a request in servicedesk the webpage hangs for a few seconds and various external URL's are hit? I usually notice the page makes a request to www.youtube.com:443 Can anyone explain why this is happening and what purpose it serves? I can see the hits in our proxy server generally one for every transaction in servicedesk? is this a form of tracking? why youtube? Thanks, Tony
Notes within Tickets
We place all of our troubleshooting steps within the "Discussion Notes" section to avoid going through the different tabs. Is there a way to move the "Discussion Notes" Section to the top of the ticket? I dislike how I need to go to the very bottom past the Request/Requestor details in order to see the troubleshooting steps taken. Having them be right above or below the E-mails would be great. Can't figure it out. Thank you, Brandon
Converting Incident tickets to service requests
Hi all, I have a large group of 1000+ tickets that were created as Incidents rather than Service Requests, is there a way of bulk changing these tickets from incidents to Service Requests without having to go into each individual ticket?
Self-Hosted SDP API Powershell Documentation
I have some basic Powershell scripts written that are able to GET information about requests but so far I haven't been able to piece anything together that will PUT or POST information to a request. All searches I have performed have different information, data in different formats. Is there any sort of definitive guide of how to write Powershell Invoke-RESTMethod scripts to GET, POST, and PUT to ServiceDesk Plus v9.4 Build 9514?
Survey Score
Hi, I have 2 questions and 5 satisfaction levels (1 is lowest and 5 is highest). May I know how does the scoring gets computed and if its okay to change the current highest which is 10 to ours which is 5?
[SOLVED] create request with custom template
Is it possible for technician from certain gruop to create request with custom template? Business Rules (with criteria 'Group is') don't work Regards, Michal
Translation, widgets
Hi! We've translated the SDP to Swedish and wanted to do some manual translations. The translation function itself worked but when restarting the program/server it does not go throu and translates. I don't know if its cause the text i want to translate is on widget, and if theres another thing to bypass this i'll gladly want to know. Check attached pictures to see what i mean. Best regards, Pontus
Managing server and network licenses?
Hey, we're using Servicedesk Plus as ticket system, and recently we've starting using the asset management functionality. Assigning licences to users and workstations makes sense. But I also want to manage licenses for servers and network devices. I can enter the licenses, and I can enter the devices, but I cannot find a way to allocate these licenses to these devices. Any ideas?
SDP allocating server licenses?
Hey, we're using Servicedesk Plus as ticket system, and recently we've starting using the asset management functionality. Assigning licences to users and workstations makes sense. But I also want to manage licenses for servers and network devices. I can enter the licenses, and I can enter the devices, but I cannot find a way to allocate these licenses to these devices. Any ideas?
Allocating licences to other than workstations?
Hey, we're using Servicedesk Plus as ticket system, and recently we've starting using the asset management functionality. Assigning licences to users and workstations makes sense. But I also want to manage licenses for servers and network devices. I can enter the licenses, and I can enter the devices, but I cannot find a way to allocate these licenses to these devices. Any ideas? p.s. sorry, seams like my previous post disappeared.
Task-based approval
Is it possible to assign an approval based on the current task? Currently, approvals are done based on stages (maximum is 5) and all approvals have to be completed before a task can push through. I am new to Manage Engine though.
Allow technician to view requests only in their group
Hi, We have several technician groups. Is it possible to allow technician from certain group to view requests only for their group?
How to add criteria for Service Catalog SLA
Hi, I wanna to set criteria for SLA that use in Service Catalog. What should I do? Is there alternative way to solve this issue?
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Allow all to view projects
We really have the need for everyone in our department to view the ongoing projects. Is there a way to give all the technicians (even if just read only) permission to view all the the projects?
Onboarding Process
I'm having a tough time getting started with the forms designer and where everything goes. We have about 6 different internal accounts and 8 external accounts available in my organization. I don't want to have 14 different forms just to create accounts, rather I'd like to design a single form for onboarding purposes. If the user is in a certain role, then a specific set of options is available for selection, if they are in another role then those options are available for election. Anybody have
Life Cycle and Approvals
Hi, Liking the new look to v10 of the Service Desk. We're looking at the Life Cycle section, and creating flows for different ticket types. If there a way that at a certain point the agent is presented with the "Request Approval" option, or the action in the top right hand corner of the ticket page just has "Request Approval" as the only selectable option ? What we're looking at is a life cycle for a new company mobile phone. Part of that would be to require approval from our Ops Management Team.
[SOLVED] English hint in Self-Service Portal, although everything else is in German
The requester's Self-Service Portal is nicely in German, except for the hint (see attached screenshot). Is there a way that I can have that in German, too? (I'm using 10.0 Build 10003)
ServiceDesk Plus Service Request Workflow Automation
Hello, We are running build 10004. We have imported the manager to the "Reporting To" field of our users. What can we do with it now? 1. "Reporting To" doesn't seem to display on the ticket 2. Under the Service Templates "Workflow Automation" tab it doesn't seem to automatically spring approvals. (Even though the configuration appears to be set to send approvals automatically.) There doesn't seem to be any documentation for Workflow on Service Requests.
Comment left by requester when closing a ticket is not emailed to technician
When a ticket is marked as "Finished" by the technician, the requester can then "Close" it in the Self-Service Portal. He is then asked to enter a comment. The technician then receives an email type "Alert(or Notify) technician by e-mail when requester edit a request.", but this mail does not indicate that the user as closed the ticket, nor does it include the comment the user entered. Am I not using or understanding the system correctly, or is this SDP's fault?
how to integrate manageengine servicedesk plus wth sharepoint 2016
Hello , i would like to know how to integrate Manage Engine Service desk plus with SharePoint 2016 . so when the requester open a request its creates a link in SharePoint + place to save the files. please check the attachment for the example
Self-Service Portal remembers sort order, but not the last filter the user has selected
When a user sorts and filters his request-list, the system rembers the sort-order for the next session, but it doesn't remember the last selected filter and always comes back to "my pending requests". The reason why I find this irritating is a bit more complex: When a ticket is answered and closed at the same time it simply falls out of the list of "my pending requests" and the user does not see it anymore (and, of course, doesn't notice the answer that was added when closing the ticket). So the
users sessions problem
Hello Dears, i have servicedesk version : 10.0 Build 10005 and i monitor users sessions from AaaAccSession and some related table, my problem is AaaAccSession removes its data automatically at 6:18 PM, so can i change this time?
Import from AD - blanks
When doing an import/update of users from AD, what happens in the following Existing user has a 'Reporting To' of 'Manager X' from previous imports AD record changes to where the Manager field is blank SDP processes nightly import Will SDP update the 'Reporting To' field to a blank as shown in AD or will it preserve the previous 'Manager X'?
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