Unable to fetch the user defined field in message template
Hi Team, One of my client is unable to fetch the user additional field value in the email notification though the the additional field is been update successfully on the requester detail page. Any help on this is really appreciated. Attached is the screenshot. _R
Behalf of Field
How do I activate the "Behalf of" field in Service Desk Plus? Regards, Craig
Adding fields to the Incident Management template
Hello, is there a way to add additional fields to the Requestor details within the Incident template?
Happiness Graphic
I really like the happiness graphic that you guys use, and wonder if there is any way you might consider making this a part of SDP. It could be on the user's login page when the first login, and be pulled from the user survey data. Customer service is important to us, and this transparency belies our commitment to it. I know that your company feels the same way, I would love to be able to do this!
Change Contract Status
Is there a way of changing the Contract status, I would like to be able to change a contract to cancelled rather than just letting it expire
Get CI by ID using the /api/cmdb/ci API
Is it possible to use the "cmdb/ci" API to get the CI info (using the "read" operation) based on the ID returned after creating that CI with the "add" operation? If possible, what is the name of the field to be used (ex: for getting a CI based on the name the "CI Name" field is specified in the criteria, as specified in the documentation) More info: after creating a CI, the response looks like <Details> <records failed="0" success="1" total="1"> <success>
Can I get an asset info based on its ID, and not its name, using the API?
If possible, please give an example using the asset id (CI ID), similar to https://www.manageengine.com/products/service-desk/help/adminguide/api/cmdb/get_ci/get_ci_details_filter.html Thanks in advance!
Line breaks in Work Log Details are displayed incorrectly
After updating from Version 9.3.1 to 9.3.21 we have a problem with all Work Log Details under Request -> Tasks In the Work log Details overview the line breaks are displayed as "<br /><br />" and thereby all the text is shown in one single line. Someone else has ancountered this problem ?
Preventing the email fetching engine from stopping
Hi all, I've had the fetch engine stop twice for no apparent reason and it appears that there is nothing in the logs to indicate an actual fault. Is it then possible to prevent the fetch engine from stopping? If it ran as a service, we could have it restart but guess that's not an option. Its worrying because that is the most important part of the app...... Thanks
update from 9.2.34 to 9.3 top menues gone
Hi. Our server is in 9.2.34 and we want to update to 9.3 First I wanted to upgrade directly to 9.3 from this file I've downloaded: ManageEngine_ServiceDesk_Plus_9_3_0_SP-0_1_0.ppm But it said this patch is for 9.3 versions. so I first use this patch to upgrade to version 9.2.38: ManageEngine_ServiceDesk_Plus_9_2_0_SP-0_38_0.ppm and after that I upgraded to 9.3: ManageEngine_ServiceDesk_Plus_9_3_0_SP-0_1_0.ppm After that all top menus are gone and cant do anything. what's the problem? server log:
Auto select Site and Group based on Technician
Tried asking this before but got no response. Is there a script available that would choose the tech's group and site when the tech chooses their username from the list of techs in a request? TIA
Which License file to apply to Test Server?
I'm in the middle of setting up a test environment for some update testing but I wasn't involved in the initial set up of the software. I understand that I can apply my existing license file to the test environment but I'm not entirely sure which file in the License folder it is. Also, should I copy and paste the file onto the new test server or load the license file from the live environment?
Worklog summary on all modules
Hi! I found and modified a very good script for summarize the work for a technican in the different modules. I would like to have a summary at the end. Is it possible for you to help me with that? The things you need top change for "your" wanted output is the technicans name and the date range: FIRST_NAME='My Firstnamn and my Surname' <from_thisweek> AND ct.CREATEDTIME <= <to_thisweek> Thanks in advance! SELECT ISNULL(wtk.WORKORDERID , wo.workorderid) "Module ID", 'Request' "Module", MAX(ISNULL(wo.title
Requester List 'Actions'
Can you add the following to the 'Actions' button on the Requester List page? 1. Mark as Service Approver 2. Able to See all Requests It's a pain having to edit 500 people 1 at a time. Or is there an easier way to do it?
Variables in Tasks
Hi, is it still not possible to pass variables from a parent ticket to child tasks created automatically? Thanks.
Change Available Date Templates
hello I want to make reports and use default period time,but i should Change the monthly period, for example from the fifth of each month until the fifth of later month. Is There any way to change this period time and save as new date template??? Thanks This month - <from_thismonth> - <to_thismonth> Last month - <from_lastmonth> - <to_lastmonth>
ME application on cloud
Hi Team, We used ME products since more than 4 years, now all our applications are integrated with on premises AD which is located on remote location. Now we are planned to upgrade our infrastructure on cloud like MS Azure. We planned to moved all our application as SAAS, as a part of it also want to moved & integrate our ME applications with Azure Cloud service. Is it feasible to moved all our ME application without any issue or minimal downtime. ME application we used 1) OS Deployer 2) Desktop
"In-Reply-To" and Zendesk
Hi there, We're having a bit of issues with a client that uses Zendesk, so I figured I'd try the forum to see if someone might have a suggestion/solution to the issue we're having. The problem is that answers to new issues between the two helpdesk systems get put under old issues/threads, first on their side and then on ours as the old issue thread on their side still contains the ##<issueID>## in the subjectline. The client contacted their support for Zendesk that pointed out that the incorrect
How safe is it to remove Advanced Analytics and add it again?
I think the password has changed and AA no longer talks to SD+. Too wary of these products to just remove the set up and add it again. Has anyone done this? It wont affect the SSD+ database if I do will it? TIA
A license for additional technicians
I would like to request for a license for additional technicians. We're currently licensed for 20 technicians. How do I request a license for this additional technicians? We're using the free version. We need to add 15 technicians to the system.
Emails to Notify
Hi, Is there a set-up for Requester's Emails to Notify field to populate whenever they input on the field like the Technician's access? Thank you.
Report with date created before last 1 week
Hello, can you help me to know what is the correct Date Filter in the Report to run a weekly report where I get the tickets that are in Open status but these were Opened less or equal the last week ? Thank you!
report to see who picked up a ticket
Is there a query to get a report to see who in my Helpdesk support group has picked up a ticket within the last week? MSSQL is our DB thanks!
Monthly Incident and Service Request counts
Hi, Is there a MSSQL query that can show the total amount of Service Requests and Incidents (separately) for the previous month? Thanks
When editing asset - workstation model is lost
Product: Service Desk Plus Version:9323 Module: Asset management Decryption of problem: When asset is selected to edit, for example workstation and model field is populated in edit window drop down list this field is cleared. Form don't remember what entry was associated with this asset and asking to select again from drop down list. Problem 2: When vendor field is populated in the same asset and you are selecting Model it clears the Vendor also... Please see screenshots. We tested that on multiple
Quick question regarding ManageEngine youtube channel
Hi all. Really quick question On your youtube channel, I've been watching a video on configuring the Service Catalog https://www.youtube.com/watch?v=FdREG0-8Qhk&index=44&list=PLEA989DFB8A1327E7 Could anyone tell me exactly what version of ServiceDesk Plus is being run in this video?
ServiceDesk Plus 9324 Released
Dear Users, SDP 9324 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9324: SD-68612: Request’s ‘Site’ gets changed to ‘Not associated to any site' while saving a resolution. SD-68614: When a service request has resources, then the resolution page freezes while clicking the add/ edit button. SD-68629 : Pick List values are not listed in Incident Template. Please refer to the below link for the steps to
hi anyone can help me ?
i need to make report like this *(see attachment) is it possible ? its very important for me please help me
Search by Task ID
Is it possible to search for a Task ID in the new Request/Task view? If not, can we request this in a future iteration. We tend to talk about tasks by ID and not by title.
E-mail Command
When I send an email to SDP all the fields show up except @@DESCRIPTION=XXXXXX@@. Why won't the description field work? The ticket created in SDP is below. As you can see the Description is blank, not sure why. Any help is greatly appreciated. Request : 79333 Assigned Group : Network Description : @@OPERATION=AddRequest@@ @@DESCRIPTION=TEST TEST Node XXXX is down@@ @@STATUS=Open@@ @@GROUP=Network@@ @@IMPACT=1 COMPLETE Loss of Service@@ @@URGENCY=Business Impacted@@ @@REQUESTTYPE=Incident /Issue
Create a task based on the allocation of an asset to a user
I'm working on a termination request template. I'd like to be able to create and assign a task based on the assignment of a particular asset. For example, If the user has an asset allocated for an Salesforce license, I'd like to be able to create a task ("Disable Salesforce License") and assign it to our CRM Management Group. I'd appreciate any thoughts or suggestions on the matter. Sincerely, Adam
Custom Trigger does not run! Is there a log to check?
Hello, I am trying to run a custom trigger whenever a request is edited or changed. I am using python. Is there a place that I can check if the trigger ran? Error? I looked in the log directory of service desk and did see anything. The Execute Script is: py fixDashBoard.py $COMPLETE_JSON_FILE To execute python, I need to run py instead of python. This is on Windows 2012 application server for
Is it possible to update technician data via API?
Hi, Currently we have integration between our ID management (IDM) system and SDP to automatically add and update our company's employees into SDP via add & update Requester API. However, we encountered error when IDM sends employee data for SDP users who are Technicians. Is there any API that we can use to auto-update data for Technician? Please assist us to resolve this error. Thank you.
Technicians unable to login after AD changes
Hi, I carried out the following actions and now technicians/local admin cannot login: 1. Deleted Requestors 2. Synced with Active Directory 3. Changed from Pass Through Authentication to Active Directory Authentication Any recommendations as to how I can resolve this? Cheers.
Approvers Visibility
Hello, Perhaps a bit of an odd one here. We're managing part of our document approval process using the MESDP Service Catalog. Once a service request is submitted it is sent for approvals in two stages. How can I expose the list of approvers and approver comments to the requester?
SCCM Integration with ServiceDesk Plus
I am looking thru the documentation and do not see where I can utilize SCCM with ServiceDesk Plus. Am Running SCCM 2012 R2 and would like to utilize it to import hardware information that is already collected by that appliance. It there a document out there that would point me in the right direction. Mark
£ - British pound sign is missing - replaced by (\A3)
HelloWe noticed after upgrading from 9317 to 9320 and now we are on (9323) that "£" British pound sign is missing/replaced in the system by \A3. Its easy to notice under asset module where there is a cost associated with asset. Please find attached screenshots.
Installing Service Desk Plus
Hi, I have installed SD+ within a test environment but when I open a browser and type in http://localhost it takes me to a page to install IIS. When SD+ was installed on our live server I wasn't involved and when I went on to check if it uses IIS or Apache Tomcat, I could not see anything. Can you advise what I've missed in the installation or if some service is not running that I'm not aware of?
How can you change the default search parameter from Request ID Search to Default Search?
Search default is "request id" and we want it to be "default search" without having to select every time. I am not finding where in Admin that can be changed?
Submitted webforms do not have Due By or Respond By dates populated
We have service request templates setup with urgency, impact and priority already set. When these forms are submitted, they do not populate the Due By or Respond By dates, even though there is an SLA in place. What do I need to do to make this happen?
Next Page