Jira ticket update on a scheduled basis
I have configured the one way Jira integration with SDP, by using the provided standard facilities. However it means if I want to fetch changes in the Jira issue, I need to go to each individual ticket and select the "Updating_JIRA_Information" manually on a regular basis (or when I know Jira issue was updated). Two way integration via Jira itself is troublesome, as Jira cannot query the SDP API properly via Webhooks - it supports only Jira issue ID/name in the URL called and not the SDP ticket ID.
Change workflow : some status are not showing in some stages
i am facing a wierd issue. i am rewriting the configuration of my dev SD+ to the production . when doing the workflow i am facing this ; reject status under approval stage is not showing in my production environment but does show in my dev. they are at the same version and build level. version : 9.4 build : 9409 OS : Linux DB : postgres i also found in my dev environment now one status is missing in emergency workflow status : requested for information so that's make 2 different environement with
SAP database query for specific information
Hi. We are dealing with a customer that is requesting that they need that a customized field must be filled with information that is included in a SAP system. Basically the information refers to numeric ID for products or devices that are included in the SAP database. I wonder if this kind of interaction can be possible using REST API or maybe custom trigger? If so then I wonder if there is some info about the SAP versions that are supported and also how we can obtain some help to do this Regards
Advanced Search not retaining conditions
Advanced Search in Request View is not keeping the AND/OR parameters selected. A number of months ago I created a multi-line search that I used at month-end to ensure we had all pertinent fields populated prior to running monthly reports. This consists of multiple lines connected with the OR condition. After updating to 9409 (we did 4builds at once) the criteria changes to AND for every line. This necessitates changing all AND conditions to OR every time it is run. The conditions are not being kept
Define Category, Sub Category, and item depending on group
Hi Team, Is it possible to assign certain Category, Sub Category, and Item variables depending on which group a ticket is assigned to? Were looking at rolling out SDP to other departments. I understand currently SDP does not support adding multiple queues. And we don't want to have to set up separate instances for different departments. We were thinking of assigning technicians to groups, then creating templates and using field and form rules to assign tickets to the appropriate group. But when configuring
Disable option to create custom request views
Hi Everyone, In my team a lot of the technicians have created custom views for their own request instead of using the one specified for the team. is there a way to disable the option to create custom views so the teams can only use those specified by administrator? Best regards John
REPLY TO REQUESTS FROM MULTIPLE GROUPS FAILING (Service DeskPlus 8.0)
I have two groups on my service desk (IT Support and Facilities Support) The IT support email account is the primary account and was setup in the mail server settings. I aliased an email address for the Facilities Support under the IT support email account. I am able to receive requests for the two groups. I receive notifications and can reply to requests from the IT support group (because the email in the Outgoing tab of the mail server settings is the IT support email) I am unable to receive notifications
Importing content of pick list
Hi, is there a way to automatically import (e.g. via data base) pick list items? Pick list as incident additional fields. Thanks
Incident template with pre-filled worklog
consider the following scenario: (and every IT Service desk person will know what I'm talking about) User calls because account is locked out. 1. Record user's info. 2. Unlock user's account. 3. Verify user has logged in successfully. Now, create incident request via template (in our case we have an Account Locked Out template). In SDP you have 2 choices: Worklog mandatory or Worklog NOT mandatory. Since we chose to have worklog mandatory, we would like the ability to include a prefilled worklog
Tableau connection to PGSQL
We are trying to connect to our PGSQL database with Tableau. Has anyone one done this before?
Create Request by Calls - VoIP
Hi Team, The ServiceDesk Plus MSP application has the function of creating a request for IP telephony calls. It would be great to have the function in SD, other SD competences have the function of creating requests for calls, today companies have VoIP in all their facilities. regards Camila Duarte Security SRL
Hide Close option from list view of Requests
Hi, it's possible in Service Desk Plus (9.4) to hide the "Close" button on Request list view? We would like to mantain the possibility of close the request from full view of a single request, but not from list view. Thank you.
Search for share tickets
How can I research for tickets that have been share with me
Request Closing Rules do not affect Service Catalog items
Under our Request Closing Rules, we have the fields Impact, Request Type and Priority selected. These are also mandatory fields when creating requests. This all works fine, however I've noticed that requests raised via the Service Catalog can be closed without completing these. I assumed that Request Closing Rules controlled this, but it doesn't. Is there another area that controls this for Service Catalog items?
ServiceDesk Plus 9411 Released
Dear Users, SDP 9411 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9411 SD-71715 : When multiple users access Incident templates or service catalog and its templates at the same time, application fails to create corresponding cache for these operation. This in-turn causes crash issue. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
create change from service request including resource value
Hello Community, i Created some service request template with resource form. when i tested if i was able to create a change from service request with this template , i ran into this issue : No value of the resource section (seem to be named Asset Details when runnning the form) were copied to the change request. how can i add these value's from resources into my change request ? Regards, Martin
SDP service down
We are using SDP 8.1.0 Build 8107 , we have recently migrated from windows 2003 32 bit to windows server 2008 Sp1 32bit server. on windows 2008 standard SP1 32 bit hdms service down frequently some time once in a day, or twice in a day. Please guide what to do
SDP service down frequently
We are using SDP 8.1.0 Build 8107 , we have recently migrated from windows 2003 32 bit to windows server 2008 Sp1 32bit server. on windows 2008 standard SP1 32 bit hdms service down frequently some time once in a day, or twice in a day. Please guide what to do
How do I get the API to return JSON
When using apidoc to test the API, it always returns JSON. When I use the exact same url/query, it returns XML. Why? eg) https://<server>/sdpapi/request/126303?OPERATION_NAME=GET_REQUEST
Add attachments to resolutions through API?
I have been working with the API on and off for about 6 months now. I'm looking to add an attachment to the resolution (like you can through the gui) via the api. Are there any examples of doing this I can look at? I can successfully manipulate attachments to requests themselves, but I'm unsure how to specify that they're for the request resolution.
Custom views "contains" criteria
Hi, When creating a custom view in SDP and selecting for example "Requester" or "Technician" and then the criteria "Contains", shouldn't you be presented with a text field instead of a pick list? SDP 9335 and MSSQL Regards, Alexander Nordin Region Halland
API and .NET class
Hi has anyone written a decent .NET Class (VB Preferred) to consume the Service Desk API? I am having issues with finding decent sample code in .net I just want to log a simple ticket from another application but having issues with the json requirements
Resolution Time in Time Elapsed Analysis calculation
What is the logic/purpose of this calculation? See my attachment. What math makes up the Resolution Time in the "clock" tab and why? In the attached, the original SLA was 70 hours It appears to be SLA + non open or closed time. What us this number trying to represent? We're on 9409
How To Import and Report Address Information (MAC and IP) for Multiple Interfaces
Values can be entered one-at-a-time by manually editing a server's details. The GUI allows me to add multiple interfaces on each server and assign both a MAC and an IP address to each interface. But when I run a report, only one interface is reported per server. I can import one IP address per device from a .csv file, but can't find a way to import MAC addresses, nor am I able to import more than one address per device. Please advise how to do the following: (1) Import more than one interface per
Problems with Field and Form rule using Approval Status
I'm guessing the answer to this will be the usual "we've logged this as a bug" or "upgrade to version xxx" but I'll try anyway. I'm trying to configure a Service Catalog item that requires Approval. When the ticket is logged it sits in one Support Group. What I want to do is configure a form rule that moves the ticket to another Support Group once it has been approved. At first glance, this seems simple. I can configure a "On Field Change" rule that looks for Approval Status = Approved in the Conditions,
Custom criteria on custom triggers
Hi all, I have a custom field in my service request form called company which I want to use as a criteria in one of my custom triggers. Is there any way to create custom criterias to use them in triggers? Kind regards, Armin
software licenses not showing
Hello, Software Licenses are not showing when user tries to allocate new License Agreement to Software License
Jira Integration with attachments
Hi, I have successfully setup SDP and Jira to create jobs using the Jira.xml, Has anybody managed to get SDP to send any attached files to Jira? we receive quite a few cases with screenshots attached that need to be passed onto our dev team.
[Tips & Tricks] Asset Auditing With Mobile Barcode Scanner using ServiceDesk Plus
A number of clients have been requesting the capability to perform a simple audit of in-situ assets using a simple mobile barcode scanner to record the date and time the asset was last seen. With the enhanced capabilities of the ServiceDesk Plus mobile app in conjunction with ServiceDesk Plus Professional or Enterprise On-Premise solution it is now possible to add and retrieve asset information via your mobile device. The following shows the Asset screen in the ServiceDesk Plus Mobile App and the
change "scheduled_start_time"
Hello, friends Please help me with writing request for change task details: "scheduled_end_time" и "scheduled_start_time" I try to write like this: http://ServerName:8080/api/v3/tasks/15?format=json&TECHNICIAN_KEY=***&INPUT_DATA={"task": {"title":"TaskName","status": {"name": "Open"},"scheduled_start_time":{"value":1529989200000},"scheduled_end_time":{"value":1529992800000}}} But the task (№15 ) is not changing, but a new task with the specified dates is created How to change an existing task, and
Cleaning system log locks SDP
Hi, Yesterday we had an incident with SDP when i tried to delete all entries in the system log. The CPU-usage went to 95-99% on our server and stayed there for 30 minutes until i restarted the SDP-service manually. The system was unusable for all users during this time. What is the best approach for keeping the system log entries to a more reasonable amount? We now have 2492587 entries dating from 2016/10 until today. I read somewhere on this forum that the system by default cleans the log every
Buisness rules don't work for technicians
I defined a simple buisness rule, to set the group and category fields of an SR, if it arrives to a specific mail alias ( that is the value of the "To" field ). The BR works if the senders are users but not if they are technicians. Can you explain why is that and how do I make BR work for technicians? Thanks, Oren
A simple buisness rule - What am I missing?
Hi All, I am trying to define a simple buisness rule that will set the group field, based on request subject: But when I created this request ( via E-mail ): The group field is not assigned. So what am I missing? Thanks Oren
Error after migratet SDP
Hello to all. on Thursday a migrate my SDP 9.3 Build 9335 2k3 x86 & mysql -> 9.3 Build 9335 2k12R2 x64 & MSSQL2008 Sp3 at first glance, everything worked, but today I noticed that there is no way to join the requsest. when i tried to merge i have error banner (in attachment) trace log in atachment. Backup with backup.bat work without error. Anybody have any idea?
User portal configuration
Hi Is there any way that the options on the User Portal menu bar (underneath the logo and home icon) can be changed or removed? We would like to remove the "Request Catalog" and "Search" options so that only the widgets are used. This is for two reasons: continuity for users - access info from one place not multiple places, and spelling - it is Catalogue not Catalog where we work. I don't seem to be able to find those settings. Cheers
custom ticket statuses not reflected in dashboard
Is there a way to reflect any custom statuses in the 'Requests by Technician' dashboard widget? We needed to change statuses and now it does not reflect the accurate counts per tech.
Can't add relationship attribute
Hi I'm running a script that adds a relationship between two CIs. It work but it dosen't enter the value for the relationship attribute. There is a attribute for the relationship which I can add manually. I can't add the relationship with the attribute from the API documentation either. XML: <API version='1.0' locale='en'> <records> <relationships> <addrelationship> <toci>System Z</toci> <relationshiptype>Managed by</relationshiptype> <relatedcis> <citype>Technician</citype> <ci> <name>Some One</name>
Spam filter from address
How can I restrict emails from other domains than mine if Exchange configured to have sender name in [Sender] and email address in [From] field, but servicedesk spam filter can't use [From] field - only [Sender] allowed?
Change DUEBYDATE using API
Hello. I form the query: /sdpapi/request/1059?format=json&OPERATION_NAME=EDIT_REQUEST&TECHNICIAN_KEY=***&INPUT_DATA={"operation":{"details":{"technician":"Ivanov Ivan","duebydate":"1529914740000", "frduebydate":"1529914740000"}}} but the date does not change. Tell me, please, where am I wrong?
How can I create a report to display all Categories and sub categories.
I need a report to view all Categories, with their associated sub categories below them
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