ServiceDesk Plus 10005 Released
Dear Users, SDP 10005 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed: Vulnerability: SD-73855 : Improper server/client side validation vulnerability in an asset list view URL. SD-73965 : Privilege escalation vulnerability in contracts. SD-73966 : CSRF Vulnerability in POST operation of a certain URL in Reports. SD-74036 : Remote code execution vulnerability in imported XLS under reports. SD-73858 : Improper
Technician Submit a Request as a Requester
Is it possible for a technician to submit a request using a template assigned to another support group? For example, if a technician from the software development team needs to submit a request to the software team. Currently, I'm not seeing any templates except the ones specifically for the technician's support group(s). I wouldn't expect that technician to be able to work on a request not in their group but they should be able to submit requests for other groups as if they were a requester. Thank
Field and form rules
I am one of those who is trying to build a better onboarding request, and am struggling to make it work the way that I think it should. My current question is about field and form rules. I would like it if the Job Title field is hidden until a selection is made in the Department field, and then for the Job Title field to only contain titles that are relevant to that Department. I have created a field called Information Technology that has a dropdown of various job titles I have created an On Form
Notifications When Technician Enters Request
Is there a way to prevent notifications of new requests when a technician enters in a ticket themselves or if the request is already assigned to a technician? We have several technicians and most enter in a ticket manually, either while on the phone or at the end of the day. Anytime a technician enters a ticket in manually, they will assign it to themselves. There is actually no need for EVERY request to send an email notification to all technicians, especially if that request is already being handled.
adding workflow using chart file
Dear Support, Could you please give more information about ( Adding WorkFlow chart reference file ) for Change Management PFA
API ADD_NOTE to service request failing "No Operation"
Hi, I'm currently trying to automate some repetitive tasks with triggers. I'm trying to add a note to existing service tickets once these triggers have run. But the rest API method for ADD_NOTE listed in the documentation is returning "No operation name specified in request. Invalid request." For Example in the trigger I'm building currently when a request for a New User is submitted in SDP I want a trigger to handle creating a Home Folder and adding the user to our "Domain Users" OU in AD. Once
How can a technician specify a Request Closure Code when closing a request?
I have not found a way to specify a closure code when setting a request to closed. How can I do this, e.g. add a closure code "can not be reproduced"? (I have defined them in the Settings -> Helpdesk -> Request Closure Code.) Thank you for enlightening me ;-) PS: Sorry, I posted this in the wrong category. If someone with sufficient rights moves this away from Announcements, I'll be happy. I just don't want to delete it, in case someone else wonders about the same issue.
Email Notifications - Notes and/or Technician Assign
Hi, Does anyone know if it's possible to have email alerts get send to Requesters; but ONLY when the Technician is assigned, and/or when a note is added to the ticket. Thanks
Hiding fields
Hi all, I am trying to develop a form which will mean we do not have different templates for each issue. This forms uses different conditions to grow and mutate as information is provided, which in turn will ensure we capture all of the information required and nothing that is irrelevant. I have created a form (in the case, for user access) and have used the scripting to only show certain questions and fields if a certain answer is given. For example, the user can ask for System1 or System2. If System1
Python and custom script
1.- I would like to take the details of an application. Then upload them to a local website located in the folder "custom_scripts". 2.-I would also like to know how I can get the information from an application and convert it into a PDF file. 3.- Because some python script libraries don't work if I run them directly in the application. Example import webbrowser url = 'http://idiotinside.com'. webbrowser.open_new(url)
Display Priority Description when user creates a request in the Self-Service Portal
As far as I see it, when a user creates a new request he sees the Priority-Name in the drop down field, e.g. "High", "Medium", "Low", "Normal", etc. The problem here is, that the description is not displayed and the user can not really judge which priority he should select. I have now changed the Priority-Name to "High - business-critical issue, all users are affected", "Low - minor issue affecting only a single user with no impact on the ability to work". (Just examples.) Now, in every request-list-view
Changes to Incident Template (Requester Tab - Description) are not saved
When I edit an Incident Template and type in the description in the Requester Tab (rather than the Technician Tab), they are not saved when I click on "Save" - very frustrating to lose work and effort this way. (Using 10.0 Build 10003)
Early Access Build - Not for production use.
Hi, I installed the service pack 10.0 Build 10000. successfully installed but after started service in a blue line top of the screen it writes "Early Access Build - Not for production use." Services are running clearly but cannot install the new update. which version is "10.0 Build 10002" when I click install button it gives me same issue. Regards, Ahmet
Approve a Task / or many approvers on Request
Hi i have a Problem to solve. With the new Multichoice fields i tried to simplify some Workflows but a new Problem is coming up. So i made an Workflow where someone can request at once applications he wants/needs to use, till now he had to make a new Request for every Application. In our Company every Application has a Key User, this key User has to approve the usage of "his" Application Now if someone choose 5 Applications I have 5 different "Approvers" and everyone of them need to approve only
How to Change date format?
Hi How can i change to date format from Feb 6, 2014 12:18 AM To 6.2.14 13:18 Thanks shai
Migrate Service Requests and Changes
We plan to redeploy ServiceDesk Plus with a better service catalog and different settings for technicians and requests to make it more manageable. We have two environments, our current environment which contains all of our current requests and changes. The service catalog is hardly used in this environment. Then we have a second dev environment where we are adding our service catalog and redoing all of our current incidents. We'd like to push more users to the web portal rather than just allowing
Reports
I can't seem to figure out how to add notes into the weekly reports we run, and I am struggling with navigating through this site to find what I need as well. I have submitted a ticket but my response I got was to join the community. So here I am. I have an additional issue as well with reports. I can't seem to have a report focus on last updated but also include any tickets that have NO udpate on them. As the soul purpose is to send this report to remind my tech's what tickets need an update.
approval stage workflow when a dept head submit a request
Hi When the manager of a department submit a request and approval stage in the form is department head, approve request sent for himself? how we can disable this? Thanks
Set Note or Reply as Resolution
Hi, I've done a quick search and haven't seen this elsewhere. I think it would be useful to add a facility to mark a Note or Reply to a Request as the Resolution to the request. This would reduce the amount of double entries for bespoke resolutions that are not yet available as a Solution. Thanks, Rory
Denied Approvals
Hi, I have enabled the option where requester can edit their own requests, is there a way for a requestor to send the request again for approval after being denied? I don't want to involve technicians in this task every time!
Hyper V Machine SDP
Dear Support, Is it possible to get the Hyper V guest in the list of the Virtual machine List in the asset tab? and by the way, i got all the Hyper V in the Server tab.
Deleting multiple requests at once does not work (using 10.0 Build 10003)
When I select multiple requests and try to delete them... nothing happens... (besides the checkboxes being cleared). Is this a bug (and if so, will it be fixed) or is it a feature? Thank you for your support, Thomas
Updating from v10000 to v10002
Hi, I've just tried to update v10000 to v10002 and every time I run the UpdateManager I see the command prompt flash but nothing else. I've tried rebooting the server etc. but the same thing happens.
ServiceDesk Plus 10003 Released
Dear Users, ServiceDesk Plus 10003 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed Vulnerability: SD-69989 : In forwarded requests, security headers do not update with the correct values. SD-70639 : Cookie vulnerability fixed. SD-73856 : Vulnerability fixed. Requests: SD-46647 : When a request is split, the new request ID in the success message contains a comma. SD-74199 : In request advanced search and
How to get rid of the Template Categories entirely?
We have no use for Incident Template Categories, as our user's requests are way too diverse. We just want them to fill in the default template when they select "Create an Issue" from the portal. Hence, I have deleted all categories and only left the default template. Now, when users "Create an Issue", they see this and can't proceed with the incident creation. If I create a dummy Incident Template, they can select this and successfully create the incident, but that's just an awful workaround (as
Can someone post the proper fields for v3 API "share" endpoint?
INPUT_DATA='''{ "share":{ "users":[{"name":"Doe John"}], "technician_comments":"Request Shared", "user_comments":"Request Shared", "user_scope":[] } }''' The above was posted by members of the support team. However, I am getting "users field has invalid value(s) : [{"name":"Doe John"}] when i try to enter a requests name using "api/v3/requests/" + $workorderid + "/share" as the api endpoint. Ive seen different scripts posted here in the forums with different values after the "users" : [ ] segment
Can we Define Services of Other Departments like Treasury in Manageengine SD Plus
Dear Friends, Always Thanks for your valuable replies. I have a Question.... As we know that Manageengine SD Plus is ITIL based and it can be used to provide the IT Services to an organization. My Scenario is: For Eg. one of our non-IT Department(Say Treasury) is impressed with manageengine service flow and want to define the services provided by their department in Manageengine SD Plus IS it Possible that we define the Non-IT Department Services in Manageengine SD Plus? If So, then how about the
Report on Agent
I'm trying to run a report on workstations that do not have the latest version of the agent installed. Is there a query you can provide? We are on version 9422 and running SQL 2012.
Report from this year to yesterday
Hi! I need to make a report from the beginning of the year until yesterday. How to do it? CREATEDTIME >= <from_thisyear> AND CREATEDTIME < <to_yesterday> - does not work
V3 API Release Overview
Hi Everybody, can you please share an overview of which SDP Release supports which Feature of the V3 API. Unfortunately we can't find an overview anywhere. Thanks in advance, Alex
Error occurred while sending mail
Hi Experts I am getting the below error when sending email to external domains. SMTP settings are perfect
Chrome viewing issue with ServiceDesk Plus 10.0 Build 10002
After upgrading to 10.0 Build 10002 I can no longer see certain parts of the pages when using Chrome. The "Requests" tab is only showing me a grey screen. If I expand the tasks list by click on the arrow on the left hand side and then reload the requests page it works. However if I hide the Tasks list and refresh the page it goes back all grey again. Does anyone have and idea as to what might be causing this? Thanks, Matt
Dashboard
Is there a way to set the Dashboard as the landing page after you login to Service3Desk Plus?
Times in reports are not Excel compliant
Hi The problem I am having at the moment is since upgrading to SD+ 7.6 (build 7601), when creating reports, fields like Request Created time and Completed time are no longer in an Excel friendly format. Previously they would be written as such: 27/11/2009 14:34 Which, when exported to Excel, Excel understood as a date and time. Now, times are displayed like this: Nov 27, 2009 2:34 PM Which Excel treats as text, so we can't do any operations on it. I've looked through all the settings, but I can't
Attachments saved as .bin
Greetings, Our mail server blocks .bin files and it appears that image attachments are being saved as .bin files when being forward in ServiceDesk. Is there a way to change this? 9.2 Build 9217 MSSQL Thanks, Steve
Email Command
I'd like to auto-categorize tickets based on keyword/sender/subject/etc. I found this old article https://www.manageengine.com/products/support-center/help/adminguide/configurations/helpdesk/email-command.html but it doesn't seem to exist in my instance of service desk. How have you achieved this?
Report filter by dynamic date
Im trying to create a report for a Dashboard and I want it to display Workstations that have value in "Warranty Expiry" that has been passed. So when creating my Report i'm looking for a comparison that says "less than today" where today is a dynamic field that uses a "get_date" function. But if I select "less than" I have to select a date in a picker. Looking at the SQL queries it looks like a pretty hard coded value and dosen't give me what Im looking for. I want a dynamic report that shows different
Service Request - Automatically change staus to Closed
I changed the closure rule in ServiceDesk Plus to automatically change the request status to closed when the request is denied, but the request still show open even though it's marked denied, Is there some additional settings that I need to change?
Changing the background color within the helpdesk system
Does anyone know how we can change the background color within the helpdesk system. I am on 9.4 9424. I would especially like the incident template background to have a darker color instead of white so it is easier on the eyes.
UpdateManager.bat stopped working after updating Java
Hi, I have update Java to 8 Update 191 and UpdateManager stopped working. The Java UI pops up where you can browse for the location of the hot fix is not coming anymore. I tried to uninstall Java and installed older version with no luck. Can anyone advise?
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