Synchronize Analytics for established time periods
Greetings, We are currently using the Personal edition of "Analytics Plus" in our company, and at the moment it was working well until the limitations of rows and tables arrived by the software itself. I understand that Analaytics has its own database that imports from ServiceDesk, we currently have the following data usage: (We are OK with everything apparently, but the sync doesn't work) We have tried to synchronize from a more up-to-date date, using the "Initial Data Synchronization" option,
Mail Fetching Error (General Exception3)
Our Service Desk mail fetching suddenly stopped working. Users and emails to notify don't receive mail notifications when a request is assigned,updated or closed although they can receive request approval notification. We are getting this error in our System Log.
backup or snapshot
Hi, before updating manageengine a fallback plan is necessary. You can either do it on OS level, or on application level you can do a backup. Now I see it is possible to create a snapshot also in servicedeskplus. Do you recommend doing a snapshot before upgrading (minor releases)? And where is the snapshot stored?
Using a Python script to update a request based on field values
Hello, I was looking in the resource area and came across the this script https://resources.manageengine.com/resources/resource/python-script-to-update-a-request-based-on-certain-field-values. Ideally I would like to assign a techs group, category, and site automatically once they have chosen their name in the request (from the drop down list). Currently they have to manually choose those fields each time they open a new request. Has anyone used the above scripts for a similar purpose? I am going
$CreatedDate format mm/dd/yyyy instead of dd/mm/yyyy
The variable used for the created date of a request is not the date format that we'd like to have. I know you can change personalized date formats for any user account, but this is not user based, even if it was...we do not want to have each user go into their settings for something so trivial, it is better that we change it globally instead of depend on users. Ive looked for a global date format setting but did not find it. Searches on the support portal only seem to mention personalized date formats,
How to send the resolution attachment with the resolved notification message
Hello I made an update from 9314 to 9333 today. There is a nice new feature, now it's possible to add attachments to the resolution. Great! But how do I have to customize my notification template (a user gets an e-mail when the request is updated), that the attachment will be included in the E-Mail? I can't find an variable for the attachment? Regards, Markus
Updating task dependencies via REST API
Hello, I have successfully created tasks using the sdpapiv2 API. Is there a way to update task dependencies via the REST API? Thanks in advance, Eric
Add Discussion Notes to Report
Hello, I would like to add the newest/latest discussion note to a report. Below is the query for the existing report. Any ideas? Thanks SELECT "dpt"."DEPTNAME" AS "Department", "wo"."CREATEDTIME" AS "Created Time", "wo"."WORKORDERID" AS "Request ID", "aau"."FIRST_NAME" AS "Requester", "wo"."TITLE" AS "Subject", "wotodesc"."FULLDESCRIPTION" AS "Description", "pd"."PRIORITYNAME" AS "Priority", "std"."STATUSNAME" AS "Request Status", "rtdef"."NAME" AS "Request Type" FROM "WorkOrder" "wo" LEFT JOIN
Taking a trimmed back up
Hi all, Has anyone done this and successfully restored the attachments? TIA
having problems with the SDP backup
You will find appended the screenshot with the error when the system tries to do the backup. Currently we have version 9314 Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail, support file(s) and SDPbackup.log file from bin folder to servicedeskplus-support@manageengine.com org.postgresql.util.PSQLException: ERROR: index "cihistorydetails_pk" contains unexpected
Change contents of a drop down based on conditions
Hi all, I've seen that you can you Field & Form rules to remove / add options from a pre-populated drop down. For example, in the thread: https://pitstop.manageengine.com/portal/community/topic/script-request , the user has 300 entries, but only wants to display 10 of these. The script used specifies exactly which 10 should be displayed, by naming them. eg: $CS.addOptions("WorkOrder_Fields_UDF_CHAR1",["Option 1", "Option 2", "Option 3", "Option 4", "Option 5", "Option 6", "Option 7", "Option 8",
Reply to user with Solution
If a user raises an incident/ticket and a potential solution is already added to ServiceDesk, can you reply to the user and automatically link your choice of solution from those added?
Rest API - Retrieving problems
Using the Rest API, does anyone know how to retrieve problems? I can get requests and changes, but not problems. Thank you in advance
Out of memory error while upgrading patches
I am getting error while updating a patch on windows platform: Java Lang:Out of memory error: Java Heap Space
ServiceDesk Admin Password Reset
Have updated ServiceDesk and now the admin password does not work. How can I reset the password of the administrator? Thanks.
Attaching an attachment to a request
Can I please have some help to attach a file to a request. I am using C#. It may also be useful for the community to have some code in C# to do this action as well. Here is my code: private static void HTTPPostAttachments() { var client = new HttpClient(); const string weblinkUrl = "http://wlgsduat01/sdpapi/request/670/attachment?OPERATION_NAME=ADD_ATTACHMENT&TECHNICIAN_KEY=58542C82-314A-4A2B-BCC1-998AC37109D1"; var method = new MultipartFormDataContent();
ServiceDesk Plus web page blank after update to 9332
Portal resolves name but entire page is blank. Anyone got a solution?
On Form Submit appears to duplicate items in Custom Scripts
I've noticed some odd behaviour when applying custom scripts via the On Form Submit consitions. For example, I'm trying to configure a Service Catalog item. In this particular one, the Subject line is locked so that the requester cannot change it. When they complete the form, they have several fields to fill, one of which is "Cost Centre to Charge" The SC item has a default subject line of "New Purchase Request". I have added the following rule under "On Form Submit" so that when this field has
Reports based on Resource questions
I am trying to create a summary report and will show how many requests have a check mark for a certain Resource question. I am not finding a way to do this but it would be very helpful to have.
Overtime Report
Hi All. Is there a way to report time spent overtime like below, (outisde 08:00 - 17:00 weekdays)
Contract Renewal breaks attachments
Hello. I have a contract with two attached files. When I renew this contract (and giving a new Contract ID) the renewed contract appears as a new post with Status = Yet to be Active in the Contracts List. I can see my two attached files in the renewed contract, but clicking them only generates a page with the text "The File was not found." and a Close button with a broken image. Looking at the attachments links they differ from the original contract, which is still visible in the Contracts List,
Upgrade from 9330 to 9332 failed
Upgrade from 9330 to 9332 failed workaround to fix and update to 9332
SDP hangs on Application layer starting
I'm trying the demo version on a fresh installation and it keeps on the starting phase. Any suggestions?
ServiceDesk Plus 9332 Released
Dear Users, SDP 9332 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9332: SD-69627 : Request custom filters and advanced search are not working. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Data export to Excel
Hi, Is it possible to generate a pdf or excel file after sending the service request ?
SNMP scan issue
Dears, Does ME SDP support SNMP scan for windows server ? i can't discover windows server via SNMP scan mode, and it show me " Cannot identify this type of device". What can i do if i want to don't use agent or xml scan. my windows servers are dis joined and number of those are 500 servers, it's not right to install agent one by one, please help me in this regard. BR Mansour
Update on variables in Survey email?
Hi - I see there was a request for this feature more than a year ago and the request was assigned SDF-23389, but there doesn't seem to have been any updates to the forum thread and I cannot locate a way to view SDF numbers. Did this feature ever get implemented? Thanks
Initial Response explained
Can you please explain how the initial response it tracked in ServiceDesk? We have tickets come in, and a Help Desk person reviews\assigns the ticket. I need to produce a report showing the percentage of first responses that did not occur within 15 minutes. I tied this reporting to Analytics Plus, and it is showing an average initial response of 37 hours. This is not true. When I go into the data, I see tickets that have been closed, but have no initial response recorded. What process needs to happen
How can I change the owner of the application using the trigger?
Good afternoon. Sorry - I do not know English well I have a ticket when a letter comes. The title of the letter: [ZABBIX] PROBLEM: Router is unavailable by ICMP How can I change the owner of the application using the trigger? Thank you
Report Help Needed - ticket times
Hello, I need some help creating a report showing how long tickets stay unpicked in the groups and how long technicians have the ticket from picking up the ticket to first response and then to closed. Is there a way to do this...we don't use the timer. Thanks for any help. Jerry
I dont quite understand how "Select approvers" field works
Hello everyone. I'm making a service request template. This template requires a fixed and a dynamic approver, which will depend on the area that processes the request. Some info for the test. Fixed Approver = IT MANAGER (Organizational Role) Dynamic Approver = Department Incharge (Department Role) or specific user, with no relevant role but with permissions to approval. First idea was including the field "Select approvers" to select the dynamic approver, and use the first stage of approval in the
remove license
remove self service license
Service desk hang at application layer start mode
Hi, While opening service desk plus software it is getting hang at application layer starting stage. please help to resolve this issue. please find the attached screens.
Schedule Leave for a Specific Support Group Not All Support Groups
We provide after-hours support. We have a team of 3 staff and each one takes a week of after-hours support on a rotating basis. I would like the requests to be auto-assigned. I envision placing them in an After-Hours support group and they all schedule leave via the Scheduler except for the weeks they are on-duty. Unfortunately, scheduling leave excuses them from being auto-assigned in ALL their support groups, but I really only want them to be excused from the After-Hours support group.
Auto Assigning technicians
Hi, We have some preventative monthly tickets that are auto created. We then want to assign them automatically when they are created. I can add the config however the exceptions are all positive e.g. Except when "Category is X or Y". It would be great if it had a negative "is not Z". That way when we add a new Category we don't have to update our Exception rules for Auto Assign. Or is there a different way to do this? Also it would be good if different templates could have different Auto Assign rules.
Form Tasks: Ability to duplicate
When building a workflow it would be nice if we could duplicate a task similar to how we can duplicate a business rule.
automatic resolved and close ticket when ticket generated for a specific category
I have a category like a conference room booking. I want that if some ticket request will come in that category then automatically the ticket should be resolved and closed with a response mail and it should not conflict with other conference room booked timing.
"Service Request Approver" option on Requester record
I have another post regarding Approvers that hasn't been answered yet (https://pitstop.manageengine.com/portal/community/topic/dynamic-approval-for-service-catalog-requests) so I'm looking at alternatives. Other than the built in roles for Approvers, there appears to be a list of requester names available to select. Requesters appear in the list based on whether they have the following option checked in their record: I have 2 questions regarding this: 1) Can this option be ticked en masse for a
Help With Bar Code Label Creation
Brand new to Servicedesk. I've found where I can manually print a barcode/asset label but won't I don't see is a place to customize the text of the label. Example, I need our labels to say "Property Of XXXXX Company" on the top line. Then the barcode, then the barcode number under neath. How can I accomplish this?
Resolution is mandatory
Hi, When I want change status from resolution tab, I receive this message in every status "Resolution should not be empty" nothing is mandatory in configuration Regards Hamid
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