SDP API - Onboarding/Offboarding with Powershell
I created a couple small and quick powershell scripts to automate onboarding/offboarding requests in SDP for new hires and terminations. They create/delete ActiveDirectory user accounts, and close/create other tickets as examples related to common onboarding/offboarding process. In addition to SDP API calls, they use native AD powershell commands, as well as ADManagerPlus API calls. In our environment, new employees are created by submitting a new user template with multiple required fields filled
Requester Refresh Frequency
how can config Refresh Frequency for requester???
TroubleShooting
I was successfull install ServiceDesk in Ubuntu 16.04, but i think i have many wrong configuration. I wan to reset/clear all database & configuration to fresh install. Please step by step to do it.
How to upgrade SDP from 8.2 to 9.4
Hello, I am using the free realease. I don't know if you can help me instead. I want to migrate from 8.2 to 9.4, sqlserver. When I did the backup from 8.2 and wanted to restore to new version 9.4, the restore process said there was incompatibility issues with realease. Do you have any guide? Thanks for your help. Sebastián
Need to refresh page to show assigned tasks
After upgraded to 9404 and working with tasks in the Request or Change module it will allow us to assign a tech to the task but the page does not auto refresh showing the task assigned. If we refresh the page it will show the task has successfully been assigned. I have 4 of my technicians having this issue using Edge, Chrome and Safari.
ServiceDesk won't open after Login
Hi, After upgrade to 9406 the service desk wont work. I can connect to server, i can login but after the login the server stop respond. The only warning that i get from Chrome DevTools is: thirdparty.js?9406:4 Synchronous XMLHttpRequest on the main thread is deprecated because of its detrimental effects to the end user's experience. Any one with this problem?
Requests by email
Hello, is there a way when a requestor sends in an email with a specific word in the title that this will then populate all the relevant fields or activate a specific template? For example we get requests to release emails from our exchange, when a request of this nature is sent in then the fields would be populated with the correct cats, priorities and then it's own specific SLA.
Remove solution from email
Hi there, when a user logs a ticket they receive an email back with there reference etc but now it seems to inlcude a solution suggestion at the bottom of the email, how do we stop this.
Linking open tasks to project
I have a number of open tasks that I want to link to a new project I created in SD Plus. How do I link or associate those tasks with the project so I do not have to recreate them?
category as mandatory field
when submitting a ticket, category should be filled out, but this is not the case every time. Could it be setup so category is a mandatory field to fill out?
Request reply opens in wrong window
I'm using Firefox Quantum 59.0.2, running in full screen mode on the right window on my desktop. When I click the Reply button on a request the "Mail to Requester" window opens in the center of the left window. If I use IE or Chrome the window opens in the correct (right) window, but I prefer using Firefox. I just checked and the "About" and "License" links in the help menu do the same thing. We're running ServiceDesk Plus, version 9.4 Build 9400, and I'm running Windows 10 1607 on my desktop. Anybody
Self Service "welcome" message
Hello! Is the new message in the self service portal customisable? (Once you've clicked through the Submit a Request link). At the moment, it doesn't seem to make much sense (why does it talk about "paper"??) and is causing more confusion than help! Thanks
Add a new filter option to Advanced Filter for a custom report
Hi - is there a way to add a new filter option under advanced filters? Long story short, I import a file when new plans are added. Currently we have to update three different queries based on plan year end. I want to add a filter for 'Plan Year end'. This way it would automate the updates as the filters would be more like if = 3,6,9,12 pull these plans or if = 1,4,7,10 pull these plans. Thank you
All not closed requests by a group
How can I get all not closed requests by a specific group using SDPAPI?
RACI to CMDB to CI?
Has anyone had any success or have an idea on how to utilize or record a raci record for our CIs?
ServiceDesk Plus 9405 Released
Dear Users, SDP 9405 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9405: Vulnerability Issues: SD-70609: Vulnerability in distributed asset scan list view is fixed. SD-70604: Able to add and update requester details by CSRF vulnerability. SD-70606: Able to configure the Windows agent by using the CSRF vulnerability. SD-70607: Able to add custom schedules by using the CSRF vulnerability. SD-69186: Vulnerability
Automatically fill Response time field when ticket assigned to another technician
Hi All, we need to know is it possible to get the response time based on when the technician is assigned to another technician. We have a use case here, and many others customer i encounter have similiar issue, that is all the ticket is handled by the helpdesk, and then, the helpdesk as the tier 1, sorting the ticket to respective technician, lets say tier 2. When they are already assigning into tier 2, it should be considered as Response already. Or maybe we can achieve this using custom trigger,
Problem restoring database to new server - Application will not start
Hi, I'm trying to migrate our ServiceDesk Plus from Windows Server 2003 to a new server running 2012 R2. I have installed the same version of ServiceDesk on both servers, taken a backup from the old server and copied it to the new one. I have then run the restoredata from an elevated command prompt. The restore looks to have completed successfully however the servicedesk application will not launch following the restore. It hangs on "Application Layer Started". I have tried using the Run command
If-Else Not working
Hello, I'm having a problem with my script. Here is what I'm trying to do: 1. Copy a response to a resource field to the description when the ticket is submitted 2. If the requester entered information in the description, I want it to appear under a section called "user comments" in the new description 3. If the requester left the description blank, I only want the resource field copied to the new description (no "user comments") 4. I only want information copied once when the ticket is submitted
Hide E-mail this note to the technician
Hello, Is it possible to hide (not disable) this field when a requester adds a note to a incident/request that does not have a technician assigned?
Can we please have an icon to symbolize requests associated to Problem Tickets?
When we have a Problem that generates a number of Incidents, we often have to go through our queue and quickly associate the Incident to the problem. I'd like to have an icon (such as we have for email send/reply, note, tasks configured) so that we can see that the incident has or has not been associated with the problem. Otherwise, we have to open every ticket just to see if it has been assigned to a problem. Thank you, Adam
Ability to reply to a group
Is it possible to set up an email group within SD+ that can be used to simplify the distribution of information to users without having to set up a group in AD? Example: Request received from Jim for a new folder access for his project group. Project X group consists of Jim, Dave, Becky, Sue, and Ron. We have a Reply Template set up to acknowledge security access granted. Rather than having to type each persons name into the To: for CC: fields of the Reply email, would like to type PX and send. *Would
CMDB - Adding Database Information
Hi, has any successfully imported or manually setup their databases in the the CMDB and associated the databases to database servers or SQL Availability Group which have been imported into the CMDB?
Adding mouse-over text and information buttons to form fields
Hi folks, One of many use cases is that I have a 5-character limited text field that I want the user to put in a username. The field is called "User Name." (We don't use domain name as our users rarely know what that is.) Mouse-over text: Presently, when I mouse over this custom field, the mouse-over text simply displays the field name. Can the mouse-over text be customized or show the description rather than the field name? Informational Button: It would be great to have an informational button
Helpdesk Request/Checklist
Hi this is a request for functionality I would like to see in further releases of SD+ Our helpdesk are required to perform daily checks on various systems, i.e check the backups, check out applicaiton platform is up etc, at present we have to generate a seperate request for each task in the servicedesk. I would like to see checklist request functionality (template) added to servicedesk so that a daily/weekly/monthly reoccuring request could be logged to a group/technician. They would then have to
Announcements behaviour
Upgraded to 9405 and noticed a change to the behaviour of created announcements. We created an announcement on Tuesday to display to technicians on Thursday. We also created two other announcements on Wednesday which were shown immediately. On Thursday, the scheduled announcement appeared but was displayed under the two announcements from Wednesday. The expected behaviour is for the scheduled announcement to appear at the top and not in it's creation timeline.
ServiceDesk Plus 9406 Released
Dear Users, SDP 9406 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New features in service pack 9406 SDF:68872 : Auto delta scan: Automatic identification of hardware and software changes by the agent in the client machine and notify the application server to initiate the scan from the server. Issues fixed in service pack 9406: Vulnerability SD-69461 : Vulnerability issue related to assets. SD-69294 : Vulnerability
SLA on tasks
I'd love to see SLAs on tasks and the associated reporting that can alert us to the breach of those SLAs.
Be able to provide a reply to incidents associated with problems and close them
When we have a problem ticket with many associated incidents, we would like be able to: Reply to all requesters of the incidents and have those replies recorded on the incident. Close and reply to all requesters with a response that doesn't have to be added to the Solutions Module. Thank you, Adam
create report for request status
hi, we need to create report which have only two status in history "Create by" & "closed by"(without "resolve" or "onhold" just created and after close ) and both status is given by the same user. (see attach file) we need to show report like this (see attach file "Report 1")
Request Closing When Tasks are completed
Hi, I have one service catalog for a service which have multiple dependent tasks set to trigger for some technicians. I would like to know if there is any way to close the request automatically when all the dependent task are closed. I am aware of the option in Request closing Rules. But I need this for only one service catalog. Is there any way to achieve this by a script or by any other means? I would appreciate your thoughts on this. Thanks Ahamed
Task + Request + Problem Technician Overview (Assigned Work)
Query request for a combined task/request view. We'd like to be able to run the report by Technician or by a Support Group. Fields required: - Technician (Request) / Owner (Task) - Request ID - Task ID - Problem ID - Priority - Subject (Request) / Title (Task) - Status (Request) / Status (Task) - Estimated Effort (Request -- this is a custom field) / Estimated Effort (task) - Project Title (Associated) - Deployed Environment (another custom Request field) - Dueby Time (Request) - Scheduled Start
Site Bulk Import
I have hundreds of sites I need to import, is there a way to bulk import these from a spreadsheet? Thanks
Survey Settings
Dear, I would like to ask that is it possible to do the following in User Survey, when clicking the pic
Additional Fields Limits
I was wondering if there was a limit on how many additional fields i can add for templates in the service catalogs as well as the standard incident templates.
Script to Change Request Status using Custom Trigger
Hello, I've recently installed the ServiceDesk Plus 9405 update. I've found that in the Custom Trigger is present the "When a new reply received" condition. We need to create a script that change the Request status from for example "On Hold" to "Open" when we receive a reply from the requester related to the Request itself. Actually We have set just the condition "When a new reply received", the criteria "Status" is "On Hold", but I don't know how to write the script to change the status of the related
Mail Server Settings
Hi there, the mail server settings are not liking the details for my onsite exchange 2010 server to allow email communication. please help. thanks Will
Service desk mailbox not fetching emails
Dear All, We are using manage engine service desk plus version 9.2,Recently we migrated from exchange server 2010 to 2013,we want to move thew service desk mailbox to exchange 2013 ,i am able to telnet from service desk server to exchange server on port 143 and i am able to even send email through telnet from service desk server. but the service desk mailbox is not fetching emails from the exchange 2013 mailbox,what could be the cause? Regards
Include "Share Requests" in the custom views
Hello, we are beginning to use the "Shared Requests" feature of SDP. It appears to have great benefits and use, however - we can currently only view shared requests from the "View your shared requests" filter It would be very helpful if we were able to create a "custom view", which also allowed for the selection of "shared requests" to be included in the custom requests view. This way technicians could view all of their relevant requests, including those that have been shared with them, but are assigned
[Rendering Exception] in select list
After upgrading to build 9400 I found [Rendering Exception] in the select list as per attached snapshot
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