unable to scan new computers
Agent has been installed on new computers but not all can be scanned by ServiceDesk. Receive RPC Server cannot connect to Agent error.
How to change Request Status Automatically
Hello, On our ServiceDesk platform, I've created some Requests status, some of them are releted to specific Hold, for es. "Waiting for user info" or "Waiting for Supplier Info". Actually the change status in a specific request is made manually, for es. from "Open" to "Waiting for a user info" and vice versa. My question is: there is a way to change the request status form "Waiting for user info" to "Open" automatically when the requester reply back (for es. via email) to a specific request? Thanks
FCR Freedom Problem
So if I a Tech CAN flag an FCR in an Incident at ANY time, how are we supposed to determine if it's valid? They are basically free to check it at any time. If I check a request as FCR, Request gets closed, Re-opened flag gets set, FCR gets unchecked, Tech resolved, Sets FCR AGAIN. I can use reopened flag=yes as a filter but it doesn't happen enough to be statistically influential. What are the odds of finding "FIRST FCR" flag set? Does that get set anywhere in the history maybe?
Is it possible to disable the Reply and Forward buttons under certain conditions?
Folks, there are two different use cases here: 1) FORWARD: We still have technicians who use the FORWARD button to try to send a ticket to another queue, causing the dreaded endless loop. We would like to disable the button for technicians. 2) Reply: I would love to be able to disable the function of replying until the technician has picked up the ticket. This isn't how everyone works, but in our environment, our techs are eager to reply to the user and get to work. However, this eagerness causes
Preventing Technicians From Deleting Announcements
Hi, Is there a permission somewhere that I can set to prevent Technicians from deleting Announcements? or, is there a way to tell who has deleted announcements? Thanks, Ken
Problem with encoding
Hi all. The problem is as follows. When creating a new task (only tasks, everything is OK in the applications), the subject of the letter does not recognize the Cyrillic and special sympholes type "() _- * / etc." which is taken from the variable '$ TaskTitel' and the text written in the subject template is passed to normal. The variable $ TaskTitel in the body of the message passes the values in normal form, rather than the UTF-8 codes. This error occurred after the update 9403
[Script] Get Number of Days Between Two Dates
I need help with the script for the field and form rules that would calculate the days between two dates. For example, user will input in 'Service Date' field then it will calculate the number of days between 'Service Date' and Created Date. I've tried a couple of scripts but it doesn't seem to be working.
Three years on and no solution for removing email addresses to be notified upon ticket closure (Feature ID SDF-58130)
The issue outlined in the following three year old post is still a major problem... https://pitstop.manageengine.com/portal/community/topic/permanently-remove-email-addresses-from-cc-field In my estimation, this is less of a feature request and more of a major development oversight. It's been three years. When is this glaring problem going to be fixed?
Prepending Makes Duplicates
Hello, I want to prepend a Resource field in front of whatever the user typed into the Description. However, when I run my script (On Form Submit), it prepends multiple times, and I only want it to appear once. This is my script: var existing_description=$CS.getDescription(); $CS.setDescription($CS.getValue("RES_319_QUS_326")+"<BR>"+existing_description); Please see the attached screenshot for the result. I'm using SDP version 9.4 build 9400.
RESTORE FAILS build 9200
Please Help trying to restore BACKUP, Had posgresql,I made a backup , then changed DB to my SQL express 2012, now i cannot restore, i found similiar post and the guy somehow fixed this issue with an upload of some kind of JAR file SEE LINK: https://forums.manageengine.com/topic/remote-mssql-restore-of-build-9000-fails c:\ManageEngine\ServiceDesk\bin>restoreData.bat ********************************************************************************* Restore DB Setup Wizard *********************************************************************************
SQL statement help request
Hi Can anyone tell me the SQL required to get the list of just the names of requesters that have never made a request please? Many thanks
Spd 9335 plus Custom Triger not work
Hello to all Need some Explanations how it work :) Have 9335 ver of SPDPlus i need do some scripts when change status of request (close,on hold...etc) ,or add technical i create some custom trigger Action name Execute the Action* - <When request is edited> <all time> Match the below criteria* <status> - <is> i select all my available status add my script Create some test request ->change status (there is no reaction to changes in any field) look at history of request and don't see action. --------------
SQL Server editions
Hi, According to https://www.manageengine.com/products/service-desk/system-requirement.html SQL Server 2014 is the latest edition that Service desk plus works with. When can we expect it to work with SQL 2016/17? Thanks
Flag parent CI when a child is in repair
Is it possible to mark a parent CI in some way to show that a child is in repair? e.g I have my parent CI, then I have CI's under that which must be working for the parent to be OK. e.g I have a classroom as parent CI, then I have a projector as a child (through a 'Houses' relationship). If the projector is in repair then the classroom cannot be used. I would like to see that reflected in the parent CI somehow.
Loss of Translations after upgrade
We upgraded to 9311 last week and have noticed that all our translations that we've configured have not been applied. We've restarted the service and still have the same issue. We can see the list of translations we've made under the Admin tab. SD 9311 Enterprise MS SQL ------------------------- Ottawa - Canada
In-place Upgrade to 64bit with separate Database?
Hi We have 32Bit Servicedesk with separate database running on a separate Microsoft SQL server. We would like to upgrade to 64bit version on the same server. Is the below process correct: 1) backup everything 2) Uninstall 32bit application and remove remaining SD folders 3) Install 64bit application with the same version and build as 32bit 4) Setup the database connection to the original MS SQL Note: how about archived requests and file attachments, is this also part of the application backup? Thanks
[Script] I need help to understand and eventually create a script to assign value to a custom field
Hi all. Here is my problem. For some incidents or requests, i want a more tuned system of prioritizing. We have already a formula to do that, but now i need to apply that formula into the SDP. The formula consist in set 5 fields (pick up list) with 4 to 5 values possibles in each one. This values, have correlation with a numeric value. For example, Field A has Option AB, BB, CB, and DB. AB is equal to 1, BB to 2, CB to 3 and DB to 4. We name the values in a way that any technician can understand
Copy Fields to Hidden Description
Hello, Is it possible to use a script to copy Resource fields to the Description field if I uncheck "Requester can Set" Description? I want to prevent users from entering information into the Description field and use my custom Resource fields instead; then I want to copy the Resource field values to the Description field. (This makes viewing the ticket more convenient for the technician, so they don't have to scroll to the bottom of the ticket to view the Resource field information.) My attached
Unable to stop email replies from reopening tickets
Hello When I send a reply to a ticket and selecting the option to close the ticket, any reply received from the end user (even an out-of-office notification) re-opens the ticket. I cannot, for the life of me, find the option to turn this off! Please help. Thanks Peter
Read Comments Field with API
I do send an email with powershell through custom trigger. I would like to send the comments which the customer adds to the request when he closes the request. I read some fields like this: $jsondata = Get-Content $json -Encoding UTF8 $obj = ConvertFrom-Json $jsondata $subject = $obj.request.SUBJECT $priority = $obj.request.PRIORITY $ticket = $obj.request.WORKORDERID $technician = $obj.request.TECHNICIAN $wunschtermin = $obj.request.Wunschtermin $auftraggeber = $obj.request.REQUESTER $comments =
Query Report
Hi all, I'm looking a query report for a Assets state with columns regions & sites I have one reports with site but i can't create or modify the actual report adding the Region column (E.g.Attached)
Permissions for Deleting Relationships in CMDB
Hello, could you please tell me what permissions we need to allow technicians to delete relationships in CMDB? It appears that even though they have the "Edit Assets" permission, it still doesn't allow them to delete relationships. Thanks!
Sign-on for external customers/contracters when SSO is implemented
We have set up Single Sign On through Azure, (it is working really well), however we have a number of contractors/customers external to our organisation that are not in our Active Directory. Is it possible to allow them to log into SDP without setting-up accounts in AD. Sean Vincent British Antarctic Survey UK
Pending Approvals Report
Hi, Can we create a report to generate a list of request pending for approval per approver? We would like to monitor users who have pending for approvals. Thank you.
Notification variable - UDF field
In our Active Directory import settings, we added a new UDF field to import (ie: workstation). We'd like to add this info to technician notification but I can't find the variable for the field. This new field appears under the Requester Details section and not the Request Detail section.
Workflow Execution - Configuring CAB Approvals
I want to be able to select a CAB group when populating/selecting 'change approver' meaning select the CAB group rather than selecting individual technicians. How can I accomplish this? I do have CAB groups configured. Regards! Gary
Link requests to assets
dears, I'd like to get a report of all the tickets or requests raised for a specific assets, how can I get it. can we configure it automatically in the CMDB, so if I select a workstation it will show me all the details and the requests associated
Help with Field & Form rule, dependency script
We have an Additional Field called "Fix Code" that has approx. 100 entries. We use a custom Field and Form rule script, that modifies the contents of the list based on which Item is selected. Example of part of the script: So for example, if we select the following Item, the list should show only 4 items: This works fine currently, however we've noticed the rule doesn't function if the user's language is set to another language (eg: Spanish) As you can see, the user gets the full list of 100 entries,
The "group" field is not listed in the Field & Form Rules
Hi, When I want set group filed in Field & Form Rules section, it does not show list of group in the field and it show as a text field. However, the group is list filed. Thanks
Anyone else going to the 2018 User Conference in Pleasanton, CA, in May?
Hi folks, I'm just wondering if anyone on this community is going to the user conference in California in May. I'll be there and would love to compare and exchange ideas with other users. I had suggested a few years ago that we start a user group in the NY/New England area but it never happened. I'd love to meet with fellow techies looking to solve the same challenges with ServiceDesk Plus tools and compare how you've implemented your systems. Cheers, Adam Marks, IntegraMed
SDP Upgrade from 9200 to 9300 and the service is getting stopped automatically
We recently upgraded form build 9200 to 9300. The build upgrade was successful and initial for some time we were able to login. But now the manage engine service is getting stopped automatically. Running the app from command mode also giving the error as "Could Not Find C:\ManageEngine\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... This copy is licensed to ...... Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details"
SDP not working after upgrade of build form 9200 to 9300 - Need urgent help on this
After the upgrade of build from 9200 to 9300 initially it worked for some time and not working now. Even if we start the services it stops again. Not working from command mode also using the run.bat (Unclean shutdown of previous run.Failed to start the server. Please refer logs for more details). Need urgent help on this. The DB server we use is MSSQL.
Remove All Sites
Is there a way to remove all of the sites that are greyed out, not in use anymore? It keeps telling me they are still in use in some places and can't be deleted. During the initial setup, it wasn't done properly and now have hundreds to look at. They are also showing up when I'm trying to exclude certain groups from the chat feature, and am not able to select the correct group as the selection list is too smail. Any ideas would be helpful.
Prevent notifications to some technicians
Is it possible to filter notifications from being sent to certain technicians? For example we have enabled notifications on Approved Solutions to all technicians - however we'd like to limit these notifications to only certain technicians (i.e.: Service Desk). SD 9311 Enterprise MS SQL ------------------------- Ottawa - Canada
Does ServiceDesk Plus support Approval Groups, if so how?
I have been in the industry managing ITSM process for year but am new to this group and first time user of ME ServiceDesk Plus. I am looking to drive some improvements and trying to determine if the tool supports Group Approvals in the Service Request, Incident of especially the Change module? - When a request is submitted for approval it could go to Multiple groups, that will have multiple members, but only one approval from each group is required. If this is possible, I need some guidance on
How are duplicate Requester records being created?
I need some information on some Requester records. We've identified a list of Requesters in ServiceDesk+ that have no login name, email, department, phone, job title, site or domain For example: (names and personal details removed, but they are the same person) One of my colleagues in our Applications team has a script to identify these requesters, and will be marking them as inactive (reducing our current Requester count from approx 60000 to 30000) What I would like to know is how these records
SSL Certificate is not valid for this host
Hello, I am able to login to the android app using ssl, but soon after I get the error message "SSL certificate is not valid for this host. You can use http authentication if you wish to continue". I don't get this error when browsing our SDP website. Certificate shows as valid on the site. Any ideas?
Servicedesk API CMDB Get ip address
Hello, I want to get the records in the CMDB with the REST API. I want to get all the data in the records, but only the main information. I want to enter the computer's ip address. I helped get the following information. But I did not get the ip information.
Python script to assigned a task to a group and a person based off of the submitters site
We have about 20 sites and when somebody submits a Termination Request for a person at the site we add about 25 or so tasks to that ticket for all sites to complete. One particular task is for the local HR team from the site of the submitter, we currently have to leave this blank and go in after the fact and manually assign it to that site and a certain technician. I am looking for a python script to read the site of the submitter and assign it to a particular group from that site and a particular
Export Configurations - ServiceDesk Plus
Hi, it's possible to export ONLY the configurations from ServiceDesk Plus 9334 and import it into a new server with the latest version 9405. (we don't need data, just the configurations)? Thanks
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