[Tips & Tricks] Simple way to search requests submitted by a specific requester
Dear Users, I've come up with a simple trick to search requests submitted by a specific requester. Let us consider this scenario, you are in an urge to search a request submitted by a user or you often search requests by requesters, this has to be done by column filtering (requester name). Also, this would be a challenge if requester's name is mistyped. This simple trick would help you save some time and search requests pretty easily. All you got to do is, click new request and type in few letters
Update Fields on Request when approval is rejected/denied
Is there a way to update request field values after the request is rejected? I am attempting to update the subject field on the request. The form and field rules on the template will not accomplish this for me, and the business rules do not have "approval status" as a condition variable.
Questions on self service portal widgets
Two questions concerning widgets we would like to create on the self service portal: - We would like to create a widget which lists important hyperlinks to company resources - When I create a link to an internal resource that requires authentication the page does not display or states 'Unauthorized'. An example of this is a company SharePoint site that contains documentation. What account is being used for authentication to these sites? Is it the service account that runs the ServiceDesk services?
Where to find my previous questions ?
I'm looking for a question I submitted a couple of weeks ago and I don't know how to find it. I have searched on keywords and on my user name but it doesn't show up. I can't see any link anywhere to show questions I have asked.
Technician Showing Twice when Assigning Requests
We have a technician who is showing twice when we assign requests to him. In addition, he cannot see all the requests assigned to him. What SQL Query can I run to show me the ID's associated to a technician's name?
Incident Template Categories?
So does anyone know how you add Incident Template Categories? I cannot see any way to do this, any Incident Templates I create all go under this "Other" Category. Your Version : 9.4 Build 9425 Attached a Screenshot.
Time wrong on SDP
On creating jobs the time is out by hours, as an example I created a new incident just now and it shows a stamp of 14/11/2018 07:13 PM the actual time is 13:44 (date is correct) any ideas why as the date and time on the windows server is correct? this is a new installation that I am trying to setup for testing and hopefully move away from our current helpdesk. Running Version: 9.4 Build 9425
Access Level is not restricted for Technicians
Dear Sir, I have problem with Technician Access Levels. When the request is created by the Technician that have access to all requests, before approvals are done, technician can edit, escalate request, but he/she should not be able to do. Please advise me to resolve this problem. Regards GG
Support Groups following tickets
Hi folks, We have traditionally allowed all of our technicians to view all tickets across SDP. We have distributed Tier-1 service desks that escalate to a centralized Tier-2 to Tier-4 groups. (That is, the Tier-1 is a single-point-of-contact support desk for customers in that area. For security reasons, we are going to be implementing roles that prevent groups from seeing tickets in other groups. However, what we really need is for the Tier-1 technicians to see all tickets submitted by their customers
REST API for task update
Hi, I'm new to SD Plus and have been playing around with the REST API. I have been able to create new r tasks with the API key generated. However, when I try to update the request with the same key, I am getting an error stating: { "response_status": { "status": "failed", "messages": [ { "type": "failed", "message": "Technician key in the request is invalid. Unable to authenticate.", "status_code": "401" }, { "type": "failed", "message":
Self Service Portal Report an Incident Widget
Ok so on the "Customize Self Service Portal" there is a Widget called Report an Incident. Is there a way to hide the "Request a Service Option" I ask this as in the Free Version of SDP you cannot create Service Templates so this being in the Self Service Portal and linking to a page of blank page of templates is confusing to the end user is it possible to remove this button from the widget. Cheers.
Worklog Timers for Worklogs in Tasks
do we have worklog timers for worklogs in Tasks ?? if we use nowmal worklog timer then the worklogs of incident request is updated... but if there are several tasks in a particular ticket then we need to have the worklogs of those tasks also to have some kind of timer to calculate the end time automatically. do we have such ?
Outgoing in-reply-to
Hi, I've been digging a bit on this before, but as the problem is getting bigger for us I figured I'd make another try on the forum, see if there's any chance of a fix. When we're replying to a mail through Servicedesk the 'in-reply-to' field is filled with an email address, rather than the message ID it's replying to as the field is there for. The e-mail in that field might be due to us running multiple alias on the mailbox we have connected to the Servicedesk, as a fresh and clean install with
Sorry an error has occurred on ManageEngine ServiceDesk Plus
Hello, We are getting "Sorry an error has occurred" when we try to edit the custom views and try to save. This issue has been escalated to ManageEngine support (Request ID :##7509352##), but we haven't received any update. Regards, Satheesh
How to schedule a PM request for last day of every month
Hello, I need to plan a PM APPLICATION for the last day of each month. I have a question, considering that the date of the last day of the month depends on the month in question and it can be 30,31,28 / 29, what do I choose in the every month Schedule option? Thank's in advance for answers
Pending Approval Report
Hi , Can anyone help me with a script to generate pending approvals report? We are running Servicedeskplus version 9.4 Build 9425 and our database is pgsql. Thanks
Extra info next to sender’s name
Hi SD+ community, First, thank you all here on this forum for your support for SD+ users. My company uses Google as our email provider and in recent weeks we noticed some strange behavior of mail sent to DISTRIBUTION GROUPS used by SD+. The new security mechanism introduced by Google for their email groups is described here: https://support.google.com/mail/answer/1311182?hl=en Simply speaking, we see in SD+ tickets with "'Sender Name' via Group-Name" as Requesters. This has serious implications in
Sort by in custom views
Group would like to have list of Requests sorted by Priority then Request ID. They can manually click on the column to sort, but they would like it part of the custom view.
Using an additional field with an approval python script
I have a an incident template with an additional filed called 'Line managers e-mail Address" which is compulsory, when a requester completed the incident request there is a custom trigger that calls the python script, this uses the 'Line managers e-mail Address' field to create a JSON with "ADD_APPROVAL_STAGE" The reason for adding the approval stage like this is down to new staff having different line managers, and we have many, all line managers are requesters. Python Attached. The request is made
A requester or technician is unable to self approve using python script
I have a trigger to call a python script that pull an e-mail address from an additional field on an incident template and adds the email address to the approvals list This in general works really well except if the logged in technician or requester completing the incident request and also enters their own email address into the additional field (this does occasionally happen when the person completing the incident in also a Line manager with approval), the request is created but there is no approval
ServiceDeskPlus request assignment
When a request is assigned to a group instead of a technician, it is still listed as Unassigned. This is not logical. If you give me an option to assign it to a group, and if I chose that option that request "is assigned".
Hiding the Site field
Does anyone know of a way to hide the Site field in Incident/Request Template? I tried a script: jQuery('[name=site]').parents('div.columnr').hide(); which I am fairly sure is wrong as I copied it from something else. I think it should work, with the right parameters.
Change the Font Color and make it bold in an incident template
How do I change the text color in my service desk templates. I know how to change the background color but I would also like to be able to change the text colors and maybe also make them bold.
Field Usage
Hi, Is there a way of quickly identifying what fields are used on what templates? Database Name = Microsoft SQL Server@ Database Version = 10.50.1600@ Live Build = 9415 Test Build = 9423
Step By Step Make a new request from REST API
Dear Friends, can any one please Explain the Step by Step Procedure to Make a new request from REST API i cannot get the Idea from documentation about how to make a code, where to save , how to invoke the code?? what is the significance of API Technician key Etc..... Please help
Need of the report showing differnet influx
SD plus build 9408 Database is MSSQL Hello can someone please help m e with follwoing query? I looked and tried different scripts but could not locate the right thing. I'm in a need of report that would show the times when tickets are picked by technician by hour Mon- Fri and also a volume of the tickets in this interval : 07 Am - 3 PM // 3 pm - 12 am // 12 am - 7am We do not have shifts and we are 24 hrs shop 5 days a week. It needs to include the group of Network Operations.
Contract Worflow? or Request Workflow?
We have been using manageengine to store our contracts over the year, but now we want to introduce some automation to our contract process. I can't seem to find any workflows for contracts. What i thought was a new contract could come in as a request and then have task associated for the appropriate parties to "approve" (basicly close their task). Once all the tasks are completed the Contract Manager would send it off to docusign for signature then upload the final in the HelpDesk, to complete the
[Free webinar] Launching advanced analytics for ServiceDesk Plus request history, projects, and solutions module.
Hey there, We just released Analytics Plus version 3950 that offers out-of-the-reports for ServiceDesk Plus request history, projects, and knowledge base modules. In line with the new release, we've come up with a webinar to help you get familiar with these modules, and to demonstrate how each of these modules can help you better manage your help desk. During the session, we'll discuss how to, Get an accurate view of request timelines and spot actions that delay resolution. Better plan and manage
Documents or Notes on Custom Triggers
Do anyone has some dsocuments or notes on Custom Triggers. How to setup? show to write small scripts?
where can I find overview of all current operations of the Servicedesk Plus API?
Is there a overview of all current operations of the Servicedesk Plus API? Currently it seems that there are four different API's that are not (backwards) compatible and differ in syntax 1) api 2) sdpapi 3) sdpapiv2 4) /api/v3 We're particularly interested in fetching TASKS and CMDB. PS. I'm new on the forum, if this is not the right way, I like to hear tips
Set Service SLA based on field selection
Hi, I am looking for a way of automatically setting the SLA for a service request depending on what the user selects on the template. We have a scenario where the lead time for resolution on a particular request could vary depending on what the scope of the request involves. I had assumed that I could control this via field and form rules but the control of the SLA is excluded from that unfortunately. I may be missing something obvious but any help would be much appreciated!
Is there anyway we can get an email notification when someone replies to a ticket?
I'm trying to make some changes & noticed that when someone responds on a ticket, we don't get an email notification which makes it hard to keep track.
Unable to change Request to re-assign to a new technician, on some Requests
Hello, I'm currently experiencing a sporadic issue where on about one third of Requests that have been assigned to a technician A in my group. I am unable to assign the request to another technician B in the same group. There are no error messages on screen, once you click save the message "Assigned Successfully" appears, but the technician has not changed and the history shows "Assigned from technician A to technician A". The problem is repeatable for the same Request. All the Requests where I have
Custom Reports Description field not available
Trying to create a Custom Report with the Description field. Even a truncated description field would be nice, to see what the service request was about. But 'Description' is not listed as an Available Column when selecting a column to display in my report. Is there another way to display a service request 'description' field in a report?
Get techician info from technician_key
Hi, is ti possible to get the technician username and email from having onlty technician_key, via API or SQL? thank you, Davide
Scanned software "excluded" and "freeware" Under Licensed
Hello, Our Scanned software with type is"excluded" or "freeware" are displayed as Under Licensed in Servicedesk v9.0 Build 9002. The only option to set the Compliance type to Compliance is to add a software license for as example Microsoft Silverlight and set the license type to "excluded". Is this the only way? We have 2000 scanned software, if we have to add a license for all those applications we have to spend a lot of time. Hope there is a fix for this. Regards, Danny
Change Management - Migrate To New Status
If a technician was to click on the link and change a status what actually happens? Is it just a request to a change manager or does it actually implement the proposed status?? How do we hide this if we don't want people clicking on it??
SDP reply templates formating and Microsoft Outlook
I am currently running SDP 9.4 build 9409 and the support groups in the application submit any changes they need done by an admin to my team. When they need to add a reply/resolution template to the system, I notice the format is never the same as what I received. I receive the templates through a ticket in SDP and I copy them to Microsoft Word and I merge the destination formatting in Word, but after when I paste them in the SDP text editor for the templates, it looks good on the screen but when
How to manage one Change (means only One Change ID) with UAT and Production?
Hi all, We are using ServiceDesk Plus 9.4 build 9402, regarding Change Management module, i have a question : How to manage one Change (means only One Change ID) with UAT and Production? Our procedure is : we initially received requester' request the change, and come with change details. After risk assessment then send to Approver for approval. Once received work commences on development, moves into staged environment for UAT if UAT passes then the change is authorised by same committee or other
Import software installed thru csv
Is it now allowed to import software installed in workstation thru csv ? Or we can have some methods to do it instead? Thanks.
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