Mandatory fields for Closing Request for Additional fields?
hi I created an additional field (numeric) witch is not mandatory. But I would like to be mandatory during close. Could not found the additinal fields under "Request Closing Rules". Is it possible? any help? thanks
Add rich text request using ADD_REQUEST API
Hello! I'm using the ADD_REQUEST REST API to create requests in ServiceDesk. I want to be able to format those requests before sending them, but any HTML tags I use seem to get scrubbed when the request is submitted and processed, as the resulting request is just plain text. I discovered that sending \n in the request data will do new lines, but I'm wondering about control codes / characters for other formatting options, like creating lists, making text bold, adding links, etc. Thanks!
Report on language setting of each technician
I'm not sure if this is possible, but can we run a report on a Technician's settings within the "Personalize" section? Specifically I'm looking for what language each technician has set their SD+ to. I'm guessing this gets stored within the application rather than locally, as it follows you if you use another computer. Database: MSSQL Version and Build: 9.3 Build 9335
set time zone for Azerbaijan
I want to change time zone for baku, Azerbaijan, Can you help me please ?
Redirect HTTP to HTTPS does not work
Hi, Tell me how to set it up correctly. Thanks!
Review can be requester
Dear Support, Is possible to add the End-user in the reviewer stage of the Change Management
Technicians able to override mandatory closure rules.
I've witnessed some strange behavior in SD+ and was wondering if anyone else had encountered this, or can explain how this is happening. We have the following required fields that need to be filled before a request can be closed Note how "Technician" and (additional field) "Fix Code" are required BEFORE you can close a request. However, it seems there is nothing stopping you closing a request with the required fields, but then removing the information afterwards. Example below (tech's name removed)
Ability to set the DueBy Date through Field and Form Rules
I know that this question has been asked, and I know that it can be done using Custom Triggers and Python. But not all of us are comfortable with this method. I would like to be able to give the Requester a field of say, Required By Date, and use this to set the DueBy Date. That would mean that, for certain Requests, I don't need an SLA or to use Impact and Urgency. I can't be alone in wanting to do something like this?
Script Master - 18 : How to create service requests through email
Over 70 % of service requests are raised through Emails, all of them are logged in as incidents and those are manually converted into service requests. This script will create service requests if the subject line contains the configured text. When the configured text is found, the incident request will be deleted and a new service request will be created using the configured template. Go through the link below and feel free to post your queries as comments. https://resources.manageengine.com/resources/resource/python-create-service-requests-by-email
Remove status for some change templates
Hi we would like to know if we can remove status' for one change template but not another. We do not want 'submit for approval' to display for a general change but we do need it for for a standard change. Is there a method to achieve this? Thank you!
Accessing Incident - Additional Fields in a Custom Script
Good Day, I am attempting to access an Incident - Additional Field within a custom script as part of a Field & Forms Rule. Utilizing the Column Name for the two Additional Fields. However, the example below is not acquiring the data. All the referenced data exist withing the 2 additional fields. Any assistance would be greatly appreciated. Mike switch($CS.getText("UDF_CHAR1")) { case "Commissioners" : $CS.setText("UDF_CHAR2","17 S 7TH ST RM 408, ALLENTOWN, PA 18101"); break; case "District Attorney"
Needed Feature - After Hours Auto-responder
SDP needs a way to set up automatic responses to tickets that are submitted during non-business hours. Researching this topic, SDP customers have been requesting this feature for over a decade now, and yet it still does not exist. Since the system already ties in to an email account, I don't see why this hasn't been implemented yet.
Task Comment notification
The owner receives comment notifications but the Creator does not. Can a rule be added so the Creator receives the notifications as well?
How to stop duplicate tickets being emailed.
I have a problem with duplicate ticket creation, there should be a way to set Service Desk so that if a ticket comes in with the same subject and from the same person of an already open ticket that it wont create a new one. I.e. i have a monitoring system that mails the helpdesk once a day of servers with low hard drive space, if the ticket isn't resolved during that day, the next day a 2nd ticket gets created with the same description etc when the system should be smart enough to realize it is
Projects \ Associate requests
When I associate the requests with the project - it's very inconvenient. Because it is necessary to scroll a lot of the requisition in a narrow field. Can you increase this field? And it does not always work out the display of all the requester, you have to click the Search for Request button.
Problems with AND / OR in Business Rules
One of the frequent requests we get via email is a request to delete an event from our CRM system I'm trying to set up a Business Rule to auto-route these to a support group. The criteria it should match is that the subject line of the email should contain the words "Delete" AND "Event", but not necessarily in the phrase "delete event" While a lot of the subject lines will contain the phrase "delete event" you might also get "please delete this event" which wouldn't get picked up by a rule to look
Remove "Add CAB Members" option in Approval tab of Change Module
We have our Change Module configured so that before a change can progress from Submission to Approval stage, it has to be Accepted by the Change Manager This is because often a Change Requester will not alway fill out the change to a high enough standard. Having the CM accept the Change serves as quality control before it goes to CAB We used to have a problem with Requesters submitting the Change, but changing the status to "Approval" when saving. We had to disable to Stage field using Field and
Translate the survey buttons
Hi Can translate the buttons into Russian? Russian users will be very grateful. Thank you.
Adding Planning/Implementation/Review to Change Template
Hello, we have a few routine, "pre-approved" changes that need to be entered on a very frequent basis (sometimes 3-4 times a week). These changes have the exact same planning, implementation, and review data every time so we end up just copy/pasting the text from the previously entered change. I realize that we can create change templates that will fill in the submission details, but we still have to go back in and copy/paste the same text into each field over and over again. It would improve our
Make announcement with business rule
Hello, Is it possible that the SD+ ITIL system automaticly makes an announcement if an incident has a priority "Urgent" of "Critical". In our case Urgent or Critical incidents indicates that more then one employee or a total process in involved. In that case we can inform everyone at ones with an announcement. I tried it with business rules but its not possible. Thanks Richard
Report Required
Hi, Can you create a report with the following detail: a. Ref no b. Raised by or reported by c. Date (reporting/creating date) d. Subject e. Type of ticket (bug, enhancement, access related, user knowledge gap or others .. whatever headings available) f. Assigned to g. Date assigned h. Date attended i. Updates (activities and date) j. Last update (person and brief) k. Resolution Thanks, Tracy
Add multiline resolution via API
Hi, i'm trying to add resolution to ticket via REST ARI, and my input xml is: <Details> <resolution> <resolutiontext>Test resolution</resolutiontext> </resolution> </Details>So, when it is only one line in xml, everything is good, but when i add something like this: <Details> <resolution> <resolutiontext>Test resolution Test resolution string 2 Test resolution string 3 </resolutiontext> </resolution> </Details> it's, all the same, adds in one line.
api ADD REQUEST in html format
i need try to add link new line via api resoltion but HTML format not correct i try using \n to https://pitstop.manageengine.com/portal/community/topic/add-multiline-resolution-via-api but always receive that issue <message>Error when performing - ADD_RESOLUTION - XML document structures must start and end within the same entity.</message> if use single text file no have issues. my request are format for example https://myserver/sdpapi/request/3534343/resolution/?OPERATION_NAME=ADD_RESOLUTION&TECHNICIAN_KEY=xxxxx&INPUT_DATA=<Details><resolution><resolutiontext>
Deletion of WAL archive files
Hi, we have a lot of WAL archive files filling up the disc. Can these be deleted on a regular basis directly in a fileshare? or should we have postgres to delete them automatically -> if this is the case how should this be setup?
API parameter list
Is there a list of parameters for the API? I have gone through the documentation and I cannot seem to find a simple list. Right now I am trying to assign addresses to "email id to notify" and if anyone knows what that is I would greatly appreciative, but direction to a parameter list would be super as well.
ServiceDesk Server is not running
Hi, I installed ServiceDesk Plus on WServer2008R2; I worked fine until yesterday; now I don't know why when I start client web the prompt says "ServiceDesk Server is not running", but the service is up in windows task manager... Any tips? Version: ServiceDesk Plus Standard Thanks !!
NTLM redirection failed to login page
Is there any one experiencing this when you delete the appended conversation entry from request? We are on 9413 release. When we were on 9410 it goes to blank may be just not seen the message. It happened when I delete the appended conversation entry from email sent to the pop accountant. one of those out of office message or duplicated one. Thanks, Ben PS Tried to catch the screen shot but could not successful as it loops and message is flickering quite fast.
Manage Engine ServiceDesk Not Starting
Hi, I recently completed windows updates* and restarted the server that is hosting MSD. As soon as the server restarted, I noticed that the ManageEngineServiceDesk service would stop. I did some troubleshooting and determine that this may be a database issue. Please advice. * KB4340556 KB4338818 KB890830
cancel notification administrator login in service desk plus
I want to cancel "administrator login" notification, dont show user and password , When i want to login service desk. add the picture to attach.
Deleting Notes
Am I able to delete a note on a request? If so, how? Thnx
Incorrect Time Zone !
Hello, we have the same problem with incorrect Time Zone, and it's not ok for every user to change manually the Time Zone. Why don't you have a "Default Time Zone" setting so that everybody can use it ? How can we install the latest version of tzupdater.jar ? Can you put it here? Or how can we use the tzdata-latest.tar.gz ? Thank you.
Issue with duplicate requesters
I am having an issue where there are two requesters for a user. One is the AD pulled requester and the other is from their requester sending in emails. The emails for both requesters are the same. Is there any fix for this, or reasoning behind it? I verified that the Override setting is enabled in the Self service portal settings. I know that the login name and email need to match for an overwrite, but when some users send an email, the emails come in with "Login name" as their full email. Is this
Project Report - Revision
A while back, you gave me a query for a formatted Project Report. I need something very similar, but I need to show all statuses for Tasks, Milestones and Projects; the one that was given to me currently only shows me Open/Held ones. SELECT projectdet .PROJECTID "Project Id", projectdet.TITLE "Project Title", projectstatus.STATUSNAME "Project Status", projectowner.FIRST_NAME "Project Owner", longtodate(projectdet.SCHEDULEDSTARTTIME) "Project Schedule start", longtodate(projectdet.SCHEDULEDENDTIME)
Is MS SQL 2016 (SP2) supported?
Hello, We'd like to move SDP to a more current version of MS SQL. I see in the documentation that "MS SQL 2016 (SP1) with 110 levels of compatibility" is supported. All of our DB servers already have SP2 installed. Is there an ETA for when you will support MS SQL 2016 (SP2)? Thanks, -Jason
Remote control feature
Although all our technicians have AERemoteControl permissions and the remote control option is enabled none of our assets currently display the remote control option. Can a solution be provided please?
backup restoresd failed when change database from postgre to mssql
Hi I Use servicedesk plus 9202 version on postgre database and I Updated version to 9411 and after that changed database to mssql but database after changed not restored fully and have error, I attached error text under post. please help me for resolve this problem. Thanks.
Customising the login page
I've been following the below article to try and customise the login page however the original files just seem to be getting recreated or modified when the service is restarted. Can I receive some confirmation on how I can achieve a customised login page? https://help.servicedeskplus.com/configurations/login-page-customisation.html Thanks.
ServiceDesk Plus 9413 Released
Dear Users, SDP 9413 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Change in 9413: SD-71872 : Custom statuses, created before 9.3, displayed as system project filters are removed with this release. Issues fixed in 9413 SD-71818 : Upgrade failure occurs during migration if a PO had "null" value for the "item" field. SD-71817 : Upgrade failure occurs due to non-synced entries in "changetoci" and "ciinfo_otherapps"
VSTS Integration?
Hello everyone, I am looking to see if anyone has had success integrating SD+ with Visual Studio Team Services (previously known as Visual Studio Online), Microsoft's cloud hosted version of TFS. I understand that we should be able to use triggers, service hooks, and the like for API calls back and forth, but I was curious if anyone has actually attempted this, and could point me in the right direction? I have no problem getting in there and figuring it out myself, but perhaps some sample scripts
Custom Schedule
I am looking for a script and sql statement to close certain requests. All requests in a certain group that have all tasks completed (there can be up to 30 tasks) and not in a waiting for approval status. I want to add "Closed Complete" to the resolution field and close the ticket.
Next Page