SQL Query To Find Resolved Tickets Without Worklog Details
Hi all I'm trying to create query finds all missed worlog details. I need to ensure worklog details is exist before close "resolved" tickets. Thanks a lot
Unable to update Employee ID using Active Directory Import
I am using the Import from Active Directory to populate/update our requestors. Everything works fine except for Employee ID. I tried creating a UDF named Employee ID and populating it from the AD property "employeeID". This field does populate correctly but there is another Employee ID field in the Requestor record that is not updated. I can't seem to find a way to remove the other field. Please help. Dave
How to copy all data from SDP 9.1 to 9.2
Dear Support, I am using free version of 9.1 SDP and now i have installed new SDP 9.2 in other computer, I want to transfer all data including, users, technicians, sdp configuration and assets to newer version kindly explain the procedure.
Content Variables
Hello Is there a way to edit the content variables? Specifically the $RequestLink variable. regards Kate
New problem after update from 9208 to 9213 with Issue Catalog
Hello We only have the default request template in the incident templates. In build 9208 (and also before) there wasn't a dropdown box for the issue catalog if there was only one incident template. In the left of the service catalog dropdown box there was only a button "New Issue" and not a dropdown button. If I click on this dropdown button it appears an empty template page. That is not very useful for our customers. Could you please change it as it was before. Regards Markus
Change Management: Is it possible to block out dates on the Calendar?
We actively use the Change Management feature. We would like to know if it is currently possible to block dates on the calendar so that when technicians are submitting change request tickets that they are prevented from selecting dates that have been blocked. If this is not possible, can we make this a feature request? Thanks, Adam
Creating a dynamic picklist using an already existing picklist of values
I have an issue where im trying to populate a picklist with options, depending upon the value of another separate picklist that already exists. I saw the dependency example in the JS how-to, but im not sure that scenario is the best solution for what I am wanting to do. However if that is not the case, i am more than willing to learn or make it work. First things first, my MFH-Location dropdown has about 50 options for location, so based on that result, i need to populate the UDF_CHAR4 field with
Passing parameters to Scripts
Hi everyone. This little monkey has me confused. I'll lay out the scenario so you get the jist of what we are trying to do. You'll have to bear with me as I am still trying to work on the lingo :) I have a piece of software that will deploy software via the commandline. I am trying to make a customer trigger (or something to that effect) that will start this deploy process when a user opens a request. For example, a user opens a request for a java update to be installed. I'm having troubles
Service Catalog Form Rules
Is it possible to use a rule on Form Submit from a Service Request to open another Service Request? Example: If I add a check box to my form in the Service Request then have a rule that when it is submitted and the check box is checked I can have different Service Request open to be filled out. Chris Trauner Network Analyst
ServiceDesk Plus 9223 Released
Dear Users, SDP 9223 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issue Fixed in 9223 : SD-63861 : Custom Header Image gets corrupted while migrating to 9222. 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
Location as an Asset Consideration
I have a campus environment (multiple buildings located in one site). I am considering adding each building and room number to the CMDB to allow for assets to be related to a location. It would be great to be able to have a series of dynamic drop downs that reference these locations so that location can be managed from a single location and not a custom drop down list that needs heavy management. Has anyone been able to achieve this? If so, how?
Mail Fetching status monitoring
Hi Support, Is there any way to monitor 'Mail Fetching status' for incoming and outgoing mail ? Via API/powershell/etc ? Sometimes it stopped working and you find out that after a week. Also how to start/stop mail fetching via API/powershell ? Thanks
Question regarding Field and Form Rules
Hello, I'm setting up a template in the Self-Service portal that will allow users to request a password reset. How I would like for this template to behave is that when they select "Network" or some other system from the drop down menu, the field a form rule would automatically select the group/technician responsible for network passwords. This would be easy if we just had that one system, but currently we're using around 10 different systems. Does anyone have a custom script that doesn't something
ServiceDesk Plus 9212 Released
Dear Users,
SDP 9212 has been released and can be downloaded from the URL below,
https://www.manageengine.com/products/service-desk/service-packs.html
New features in 9212 SDF-39695, SDF-48909 : Option to restrict sending survey to select users/domain. It is available under "Admin>>User Survey>>Survey settings". SDF-37668 : LDAPS support added under user import. SDF-62375 : Option to enable/disable 'Email Debug' mode from Mail Server Settings page. SDF-62376 : Option to enable/disable 'Domain
ServiceDesk Plus 9222 Released
Dear Users, SDP 9222 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issue Fixed in 9222 : SD-63479 : Failure while upgrading to builds 9207-9221, if same barcodes with different letter case are populated in the database. 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
Additional Requester Fields
Hello guys, for every Requester in my System I've added the field "Kostenstelle" and I will Import to this field data from our AD. Now my Question: What is the Table and the Name of the fields in the Database? Because I want to try something with a Script. Function of the Script: The Script is reading the Data out of the field "Kostenstelle" from the Profile of the requester - and this data should be written in a Field of a Request-Form. -> And for this I Need the Name of the Field "Kostenstelle"
Mail Fetching stopped working after update to 9.2 Build 9200
I've emailed the support contact but haven't heard back yet. I wanted to see if anyone had a resolution here. Mail stopped fetching new emails after the upgrade. Restarting the servicedesk service on the server resolves it once but it stops working after that. The status itself says it's running but the last attempt to fetch mail does not change. There are no errors on the page.
Multiline field formatting in REST calls
When I issue a request to create a ticket via REST, I would like to have the description field of the ticket to be multi-lined (ie separated with new lines) In reading this https://forums.manageengine.com/topic/add-multiline-resolution-via-api I tried to format my payload to match, eg {'OPERATION_NAME': 'ADD_REQUEST', 'TECHNICIAN_KEY': '12345-67890', 'INPUT_DATA': '<Operation><Details><requester>someuser</requester><subject>test subject</subject><description>Test line1 </br> Test string 2 </br>
Update on FCR modes
Hi, Are the FCR modes as mentioned in below forum implemented? I can only see the option to mark FCR on closed requests at the moment. Is there any possibility to make Mark FCR a mandatory field when closing requests? https://forums.manageengine.com/topic/first-call-resolution-fcr-need-suggestions
ServiceDesk Plus 9220 Released
Dear Users, SDP 9220 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New features in 9220 SDF-62076 : Request collaboration: If a Technician modifies a request, the modifications are visible to all Technicians accessing that particular request. By default, the request collaboration feature works on port 8081. (If ServiceDesk Plus is configured using an alias URL, make sure you configure the same using 8081). The port
Automatic Department fill in
Hey guys, I wonder why I have to create a pick list at "additional field" everytime for a new subcategory of the service catalog or an incident for the departments tho they are imported from active directory and linked to requesters. Is it possible that I can link the new field with the list from active directory in order that I don't have to create everything new every time ? It would be way more easy and more long term efficiant if it would work like that. Just imagine the company decides to change
how to update Department of requester!
Please help me ! How to update Department of requester ? Please see xml code update <?xml version="1.0" encoding="UTF-8"?> <API version="1.0" > <citype> <name>Requester</name> <criterias> <criteria> <parameter> <name compOperator="IS">CI Name</name> <value>Phanvm</value> </parameter> </criteria> </criterias> <newvalue> <record> <!-- Multi
Add New User Requests in ServiceDesk
We have a template that we created to add new users. Within that template we have tasks associated with the add new user template. Some of these tasks need to be done within three days, some of them need to be done within 6 days and some of them need to be done within 30 days. We keep running into SLA violations because the add new user request itself is set for three days. We want to have the least amount of work as possible for our technician that monitor the helpdesk so we don't want to break
Custom script to create directory from request name
Hello, Instead of working with attachments in the request, we are thinking about creating a directory for every service request and add the link to this directory in the request itself. All documents related to the request will be saved in that directory. Advantage would be that there is one folder on the network with all documents and also working documents that you do not all want to save in the request itself in our case. I was wondering what the opinions are on this workflow or generally on
Approval Routing
Hello All, I would like to automate the sending of an approval request based on the selection of a particular field, ideally utilizing the script function under Field & Form Rules. In example: When the field "Create AD User" is set to "Yes" I would like an approval request to be automatically sent out to user@abc.com It appears I can accomplish this under Admin>Incident Template>TEMPLATENAME>Field & Form Rules> ... However...I do not know what the script would need to look like in order to accomplish
Support Group Unassigned when changing requestor
Hi, Running ver: 9207 When using a request catalog template with a pre-assigned support group the support group is removed when changing the requester. Additionally, this cannot be overcome with form rules as requester name is not a field that a rule can be conditioned on. Is this a bug or have I configured something incorrectly? Thanks!
Pass-through authentication
Need to create the computer account in specific OU in Active Directory. A search on the forums I find that specifying an OU no longer works. How can I go about doing this? Chris Trauner Network Analyst
Query Report
Hi Dears in last i request a a query report with this link https://forums.manageengine.com/topic/query-report-2-2-2016 and i want to add a technician who has closed the request in this report. Thanx
Enable BCC
Hello, How can i enable BCC in the Reply/Forward mail? I have tried to do the following: update globalconfig set paramvalue='true' where category='ReplyWindow' and parameter='ShowDefaultBCC'; But this resulted in: 0 rows affected. (Running latest version) Thanks
Where can I find EMail Debug?
Where can I find EMail Debug? in order to analyse the problem of non receiving emails?
Application blocked for security error
One of our technicians (only one) is getting a "Certificate has been revoked. the application will not be executed." error when copying and pasting his notes into the resolution field. He is not on remote access and is set up with the same firewall settings as everyone else. Why would only one technician get this error. below is the error and the general exception details. General Exception details: java.security.cert.CertificateRevokedException: Certificate has been revoked, reason: UNSPECIFIED,
Report Field Problem
Hi, On a custom report under the "Reports by all Requests" we are able to see report in English Language with "Request Status" field. But we are not able to see same report with Request Status field in Turkish language mode. However we are able to see report in Turkish language when we remove the "Request Status" (İstek Durumu) field from Custom Report - Edit - Display Columns. We will be glad to help us on generate report with request status field in Turkish language? Best Regards,
Updating from 9.1 Build 9121 to 9.2 package error
I am trying to upgrade Servicedeskplus from 9.1 Build 9121 to 9.2. I am using the ManageEngine_ServiceDesk_Plus_9_1_0_SP-1_0_0.ppm package which is the upgrade specified to go from 9119,9120,9121 in the migration sequence https://www.manageengine.com/products/service-desk/migration-sequence.html Everytime I go to update I get the message "The file that you have specified is not compatible with this product."
Pass Through Authentication
Hi Team, I want to config the pass through authentication in my Windows active directory environment.Can you please let me know how to config the same so it should not ask user the credentials while accessing the service desk portal. I have followed the below link to config the pass through authentication,but after the configuration when i tried to open the service desk plus URL it is asking for username and password.Please see the attached screen shot of the same. https://forums.manageengine.com/topic/pass-through-authentication-an-illustrated-config-manual
Unauthorized access to restricted url /FieldFormRules.do
When viewing a ticket, technicians are seeing the error: Unauthorized access to restricted url /FieldFormRules.do Where the error is appearing can be seen in the attached screenshot.
Assign Error
Hi, We recently upgraded to 9218 and now get the following error: in a ticket, if you click on the Assign button near the top of the screen a drop down has two choices, pick up or assign. Selecting assign gives the attached error
I deleted an SLA by Mistake
And now it is greyed out and it won't appear on my list. How can I undo the deletion and make it appear on the list? I currently have request that have the Normal Priority. Thank you
Outgoing mail server settings reset on reboot
Hello, Whenever our windows server is rebooted, the outgoing mail server settings are removed and mail fetching stops. Anyone else experiencing this issue and have a resolution?
List Default template with other Incident Templates in Request Catalog
Background We're using SDP 9.2 Standard (so no Service Catalog) We have a few different Inicident Templates, some of which are visible to Requesters We do not disable the "Default Template" for users, and 99% of our requests use this template Usability Issue When a Requestor clicks the big "Submit your request" button on their homepage: They are presented with the "Request Catalog / Template Categories" screen: The problem here is that most of them miss the "New Request" button as their instinct
Add "My approved requests" in Reqest Module
Hi, The approvers want to see the requests that they have approved in request module. But I only find "Requests Pending My Approval" in the pick list, and I fail to create a new customer view without any key about approver. Could you help us?
Next Page
