Sites from AD Wrong
The user information being pulled from AD is wrong. The site where the user resides is not the same as what is in the Active Directory contacts list.
View asset history issue
Hi SD version 9.4 build 9414 When I try view asset history tab I get error. UPD. This is strange, but asset history tab show without error for assets with Disposed state.... UPD 2. With disabled "Pass-through authentication" option I get error as screenshot "Capture-2.jpg". With enbled "Pass-through authentication" option, I get this error on full page and page redirected to "https://hostname/AuthError.jsp?ErrorMsg=Sorry%20an%20error%20has%20occurred"
Only send email acknowledgement to requester for tickets created by email
Short version: Is there any way to only send the email acknowledgement to a requester when the incident has been created due to them sending us an email? Or alternatively, can it be disabled for incidents which we create ourselves in the web interface? Long version: When a user emails us, we want them to get the acknowledgement email. When we create an incident ourselves directly in the web interface, we don't want the requester to be sent an acknowledgement email. This is because they have usually
Turn off Notifications when Request logged through SS portal
Guys, Can anyone think of a way to turn off notifications when someone has logged their request via the Self Service Portal, yet keep them if logged by email or by phone? As someone has pointed out, if they are using the portal then they know the call is logged and how to get back to it if they want to check on how it is progressing. Thanks In Anticipation Ian
Add note with Powershell and API V3
Hi, We have existing scripts that utilizes API V2 to add notes to requests, and it works fine. Now we want to update those scripts to use API V3, and I can't get it working. We are running SD+ 9411 by the way. Can anyone provide a working example, or point out what I am doing wroing? Thanks in advance, Rasmus This is what I have coded, which returns a status code of 4007 (failed): # GLOBAL VARIABLES $sdphost = "http://servicedesk-url/" $techkey = "XXXXXX-XXXXXX-XXXXXX-XXXXXX-XXXXXX" # CREATE NOTE
User Login Exists
Hi Guys, I had deleted the a user login and I need to use the same user login How can I achieve this. I'm having >> "Login with same name already exists" #John
De-Provisioning Accounts using tasks
This may be a feature request, but I wanted to see if I just missed if this was possible and I just missed it: In our de-provisioning process, we have a requirement to sign off on each different system where we terminate access. We thought the best way to ensure we are getting each system account shut down and have a record of it is to make a task for each. This results in about 20 tasks. The tasks are all assigned to a support group but aren't assigned an owner. There are two challenges with this
Using the API to search all request with something in the title?
Is it possible to use the API to get all requests that contain a certain value in the title/subject? For example could I retrieve all requests with "network" in the title/subject?
remote control
I'm trying to be remotely connected and it's giving me error
Change Management - Adding an option to the Planning stage?
Hello! I am working on tweaking our Change Management workflow, and I need to add a specific field to the planning stage for a specific form that needs to be done for each RFC at our company. Currently, the options in the Planning stage are Impact, Roll Out Plan, Backout Plan, Check List, and Downtime. I want to simply add another option there for this form which would can function exactly like these other options (with and "Edit" and "Attach a file" options). I cannot find a place within the Change
Duplicate sites
Is it possible to delete a site? When I try I get the message "WARNING :Site cannot be deleted as it is being used by a module."
Incident Template
Can I hide to requester the drop-down list "Change Template" during creation? Thanks
Manufacturer list
Users of the Asset module is wondering if there is a way to modify the list of Manufacturers. It needs to be cleaned up.
IT analytics in 90 seconds: Keyword cloud report
The keyword cloud report gives help desk managers a glimpse at areas that need their attention. Click the button below download a 30-day free trial of Analytics Plus. To download ServiceDesk Plus, click here.
search via API
What I'm trying to achieve is to search requests by keyword (on the subject line for example). The API documentation has an entry for a search_criteria field (found under Introduction > List view fields) with a description of "Refer criteria object (For performing advanced search)" - I've searched the documentation and cannot find this criteria object. Any assistance how to search requests will be greatly appreciated p.s. the documentation for the APIs seems to be all over the place, it would be
How to change Closure Code via API
Hello. I wrote next powershell script for changing closure code $inputData = @" <Operation> <Details> <closurecode>Failed</closurecode> </Details> </Operation> "@ $postParams = @{OPERATION_NAME = 'EDIT_REQUEST' ;TECHNICIAN_KEY = 'KEY' ;INPUT_DATA = $inputData } $URI = "http://servicedesk.local/sdpapi/request/3" Invoke-WebRequest -Uri $URI -Method Post -Body $postParams http request executed successfully with 200 code, yet request didn't changed in MAnage Engine. How i can change request closure code
Database Schema
Hi, I am aware that I can get elements of the schema from within the Reports Module, but sometimes this is not enough to answer my questions. Is it possible to obtain the full schema, including the tables that are not visible through the Reports Module? It would be extremely useful when building Query Reports, as one example. Thanks In Anticipation Ian
Dashboard Widgets - Cannot 'click through'
Guys, Since upgrading to 9409 we are finding that, on the dashboard widgets for Requests Received in last 20 Days and Requests Closed in last 20 Days, we cannot click through to the SLA Violated Requests. The click through to the list works for the non-violated, bit not for the violated, which are really the ones we are most likely to want to look at. Anyone else encountered this and anyone know the solution? Thanks In Anticipation Ian
How to change request to resolved via API?
We can edit request and change status via API to any status except "Resolved"
Regarding issue with resolve notification send to requester
The requester has to delete his / her browsing history every time to close any resolved ticket. When the requester clicked on the link to close the ticket he got the message “You are not authorized to view this page. (Requesters are allowed to closed their own resolved requests) He deleted his internet browsing history and then clicked on the same link.He was able to close the ticket after that. Tried using different browsers, same issue on all the browsers.
Note generation
Hello, I would like to know if it's possible to automatically generate a note for a service request based on a field and form rule selection Thank you
Being able to change the lease notification template.
Hi, Could it be possible to change the Leased asset notification template? We would like for the text to be a bit more user-friendly; and if possible to not send it to the asset owner on a daily basis.. for us it would suffice to remind them every Tuesday and Friday or alike.
Maximum of 30000 records in SDP Reports
What's the best way return more that 30000 rows when extracting bulk data month from SDP in a scheduled monthly report please?
Define Request and Incident
Hi ManageEngine guys, Can you define or tell me what do you mean by REQUEST and what it means as an Incident in Support terms. I am confused, when you all call Incidents as requests and requests as incidents. Thanks John
v9.3 Build 9300 - Not MSP version - Where can I download it from?
I am looking for v9.3 Build 9300. Not the MSP version. Where can I find it? Can someone from ManageEngine let me know where I can find it.
Create a request from a Report
I want to create a request from a scheduled report. Background: The report extract a certain range of calls which need some additional action/verifying. I want to assign this report to a certain group for action. I though of emailing it back to the system but it might not be the best option. Any Idea's/Scripts ? Regards
site details in incident creation screen
Dear team, any one can suggest the how to get the site details field in incident creation screen by requester. so that we can ask requester to fill the field on which site asset is currently located , it will be useful for technican to attend call in less time. regard, Manoj
Servicedesk plus
Is there some kind of tool, in Service desk Plus, that is enable to leave the reminder but for groups.
Note generation
Hello, I would like to know if it's possible to automatically generate a note for a service request based on a field and form rule selection Thank you
printing of tasks in print preview
Hello, When will be it possible to print tasks and task comments from the print preview option for service requests and incidents Thank you
Update requesters E-Mail with API
Hi, Trying to write a PS-script that update requesters E-Mail with the SDP-API. The script works and I'm able to update other parameters, for example "Mobile", but not the E-Mail parameter even though i get a response stating that the result was succesfull. The PS-script looks like this: $apikey = "techkey" $url = "sdphost" $inputData = @" <?xml version='1.0' encoding='UTF-8'?> <API version='1.0' > <citype> <name>Requester</name> <criterias> <criteria>
Upgrade to 9440 - SQL Server issue
I upgraded from v9.3 build 9335 to 9440 and it looked as if everything went well. I did backup the DB and everything and this is in our test environment. Unfortunately, after it finished installing everything I started the service and it would not start. Then I went and checked the tasks and found that there is lot of Postgres processes running. I had pointed the DB to SQL in my previous install and now it ilooks like there is Postgres running. Why would Postrgress processes run when I have the DB
F&F Rule script to prevent submission of request if field entry criteria not met
I'm looking for ideas on how to prevent users from completing the submission of a request if they haven't appropriately filled in certain fields. I have a template with 4 Yes/No pick list fields. At least one of these fields should be answered with a "Yes" value before submitting the request. Each field is mandated, but a user could still pick a "No" value for each and try to submit the request. I can use a script on an "On Form Submit" Field & Form Rule to pop up an alert saying that a "Yes" needs
Service Desk Plus Upgrade Failure
I am trying to upgrade our test system of Service Desk Plus, I have successfully installed a few patches but when trying to go from version 9300 to 9335 it fails and the following error appears in the log file: java.sql.BatchUpdateException: The INSERT statement conflicted with the FOREIGN KEY constraint "CustomReportFilterColumns_FK1". The conflict occurred in database "servicedesk_TEST_NEW", table "dbo.CustomReport_Details", column 'REPORTID'.
ServiceDesk Plus 9417 Released
Dear Users, SDP 9417 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9417 SD-72858: Failure in sending system notifications for incoming requests and conversations in environments where Microsoft Office 365 and Microsoft Exchange mailboxes are configured. This is because even the valid emails sent within these domains are marked as bounced as they don't have the 'Return-Path' header. SD-72318: Under
Can I restrict access to software licenses
How can i restrict access to the thecnicians to see license keys ???
How do I connect a drop down to a SQL datasource?
HI, How do I have a drop down list pull in data from my MSSQL server table? Or If I have to I can have it batch the data in from a CSV file. But I need to fill a drop down with our data and then based on what my user selects - give a sub result. Exactly how 'category' and 'subcategory' work . If I need to I can use API, CSV to populate my drop down list, Insert directly into SQL table, etc. WHat is the method to accomplish this? Using python script to read a csv? Can't seem to find any info on this.
Performance Issue long loading Times opening Ticket System
we have set up the ManageEngine ServiceDesk Plus System and changed every setting for us. Now we finally do our configuration and testing the system and found a performance issue. If we open our Link it takes about three seconds to load the site completely. In attach you can find some wireshark screenshots with bad checksum and a RTO of 3 Seconds. Maybe this is the problem we don’t know.. but for us and our employees is that unacceptable. The other thing is we want to change the Icon in the Header
Menu bar SDP
Hi everyone, I want to customize the menu according to the attachment. Hope to get help. Thank you very much.
How to set Request Status to "In Progress" when a client responds to request?
Hi Folks - How can I set up a process where the Request Status is always set to "In Progress" every time a client responds to a ticket? What is the easiest way to achieve this? Thanks.
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