Custom trigger - Python to VBS or Powershell
Hi. Jai Anand has been created an awesome python scritpt to send e-mail by custom triggers with possibility of using any request/ticket information (args from $COMPLETE_JSON_FILE); https://resources.manageengine.com/resources/resource/script-to-send-custom-email-notification-through-custom-triggers But in my case, python module installation was not allowed on windows servers for security policies reasons. I have some powershell and vbs scripts that I am using in ServiceDesk Plus for API goals.
Form: unable to edit Description text after disabling field
For some forms we chose to turn off, or hid, the Description field to Requesters and turn off the Mandatory requirement. Now if we go back to the form and turn the settings back, the Description field is not editable. From the Requesters view they are able to see the Description field but from the Admin side the Description field is no longer a dialog box. How do we reset this field so we can repopulate the Description?
Datamodel desktop Central
Hi, Whe can I find a data model of Desktop Central so I know the tables I can use in my query report?
Cisco Voip integration
We are having some issues when cisco voip voicemail transcription emails get sent to our helpdesk to create a new request. Most of the info gets sent but many times the voicemail transcription is missing from the request in the help desk. Is there any configurations that we could look at to troubleshoot this issue? I've looked through the email server settings on the helpdesk, but didn't find much in this regard.
Auto close ticket when all tasks are completed
Is there an option to auto close a ticket when all tasks are completed? If so, where can I find that setting? Thanks, Dave
AD Manager - Import / Synchronization of Departmets & Titles
Hi, Is there a way to import / synchronize the deparments and titles (Ad Manager -> Admin -> Titles & Departments) ? In our setup we got OU's for each departement we have and Groups (called as Roles) for each Title. Example Department: The Department IT is stored in the OU IT. We would like to read the OU Names and fill them in automatically into the Departments combo box. Example Titles: The Titles are stored as groups in an OU Roles. A groupname could be ROLE-System-Engineer (which results in the
Send email to another user when based on requester details
Is there a feature that would send an email to another user based on a requester's detail? For example, if a new request comes in from a John who works in the Maintenance department, it will email the Maintenance supervisor of the request detail. Similar to a new request email that gets sent to technicians.
When a requester replies to an email how can they add additional email addresses?
For example a requester creates and incident and the technician sends a reply. The requester then wants to reply but include another email address. There is no "To" field available or anyway for them to include another email address from what I can tell. Is this a possibility now by changing a setting and if so which setting? Thanks, Erick G.
Attachment Button Missing from "My Tasks" on Home Tab
Hello, We have been experimenting with the tasks feature of ServiceDesk, and it is a very useful feature for breaking up a request into the individual components. When we assign out the individual tasks, we have found that when a Technician selects an open task from the "My Tasks" section of his home tab, that all of the options for that task appear except for the button to enable the assignee to add an additional attachment during the completion of that task. See below: The assigned technician
Change Status
Hello, "Open onhold requests upon requester's reply?" is a good feature but it seem it has a bad limitation. Let me give you an example. We have an SLA set to resolve a request within 24 hours. We have a custom Status set "Awaiting Response" with Stop timer. A ticket is created by a user, ticket was replied and status is set to Awaiting Response. But, if someone replies after 24 hours, this feature will change the status to Open and it also breach the resolution SLA and makes the technicians
Scheduled user logon report
Hi, When we create a scheduled report as in the picture below we only get a small report with the last logon/logoff time. We would like to see the logon/logoff time per user for 30 days. Is this possible? Thanks in advance. Regards, Joris
Can I clear or reset passwords of all devices attached to a group or profile?
I have a test team with all the devices under a profile. All the devices need to have the new password for easier testing. Currently I am selecting each device individually to clear the password and this has to be done when the device is on. Is there a faster way to do this?
Purchase Orders - Edit email template?
Hi How can I change the Purchase Order email notification templates to include the PO Name instead of the PO #? Many thanks, Paul
can work with intranet application web form?
Hi, I am creating add new user request form in our intranet website and would like to send that request to service desk plus to the admin. I am not sure how it can work , Any idea or example? Appreciate your help. Thanks
Line Breaks for Request Multiline Additional Fields Not Working in email notifications
Hi, I have several Request additional fields setup as multiline. When populating these fields, the line breaks are being properly added as confirmed by the entry in the database table workorder_fields. I have 2 issues: 1. When viewing the Request, the individual lines are all displayed on one line. 2. When creating email notifications using this field, it is also shown on one line. Can you please fix the application to recognize the line breaks? Build 8002 Regards, Ken
Extract incident templates to CSV
Hi, I want to review all our incident templates quickly (I was not involved with their creation hence why I want to do this the most effective way I can). Can an SQL query extract incident templates into a CSV with field names across the top in columns and their values listed in rows? Running MSSQL Your Version : 8.2.0 Build 8202
Request the ability to add / link to process documents
Hi I have been asked whether SD+ can have a link to / include attached process documents to each function. So, Requests tab would have a link to the Incident Management / Request Fulfilment processes, Problems, to Problem Management, etc so that people could easily access the documentation. Even a link to a particular Solutions document would suffice. Is that possible, or could it be added to the roadmap? Thanks guys James Gander Gander Service Management IT Operations and Service Management Consultancy
Technicians unable to view or use service catalog templates unless they are a part of the matching support group.
Each or our technicians gets associated with a support group/s that relates to the requests and incidents that they will be managing. This means they can see all the unassigned request for their support group. Each or the service and incident templates is associated with the support groups which relate to the request details. Technicians who are not in the same support group as the template are unable to see the template in the service catalog. Requesters are able to see all the templates without
enable automatic status update when technican gets assigned
Hi Alot of times actually all the time when a tech gets assigned to a ticket the tech has to manually update the status. Can there be an option in the business rules that when a tech gets assigned that the status gets automatically changed to assigned or other custom status? Thanks!
Add Request Task via API
hello I have a problem with API and tasks.I want to add task via Rest API but I can not.how can I do it? I try it with below link http://localhost:8080/sdpapiv2/tasks?TECHNICIAN_KEY=C1FFF56A-BB4D-4FB5-AE82-5B7F5E3DAC46&INPUT_DATA={%22task%22:{%22title%22:%22sample1%22,%22status%22:{%20%22name%22:%20%22Open%22}}} is it true? I am in a rush.
Cannot save announcement
Hi, I have a problem with the creation of announcements. The "save"-button does nothing, no error, simply nothing. The Cancel-button works fine :-( Any ideas? Latest version, Build No: 91099 Thanks, Juergen
Better Help Menu
Hello, the help link in the top, right-hand help menu just goes to a generic help website that seems to load slow for us. It would be nice if it offered an option for more specific help for the current page like help cards, but info on navigating the request list view page, adding projects, etc.
Is it possible to resize the "new incident" button on the home screen of the customer?
Hi all, My client need to resize the button "New incident" in the home screen of the customer view to make it more visible. Is it possible? What is the file(s) to modify? Thanks in advance. Rodrigo.
Change Subject Name Field for One Incident Template
Is there any way to change the subject field for a single incident template? I am working on a new hire form and I would like the "subject" field to read Employee Name instead of subject.
Group notification settings not saving
I'm having trouble with getting some group settings to save. I want to enable the e-mail notifications to technicians within a group when a new request is added, and also when a request is left unpicked in a group. But these changes will not save for any group except the default group. I get a notification that the changes saved successfully, but when I look at the group settings again, the changes are gone. I am on version 7.5.0, build 7504. If anyone has any ideas or has encountered the same problem,
SupportCenter Plus 8004 released
Hi , SCP 8004 service pack is released and can be downloaded from the below URL https://www.manageengine.com/products/support-center/service-packs.html List of enhancements and issues fixed: https://supportcenter.wiki.zoho.com/ReadMe-V3.html#8004 Regards, Siddik
ManageEngine Desktop Central : December 2015 - Patch Tuesday support - status update
Hi Folks, Greetings. Quick update on the December 2015, Patch Tuesday. New Security Bulletins : Cumulative Security Update for Internet Explorer (3116180) - Supported Cumulative Security Update for Microsoft Edge (3116184) - Supported Cumulative Security Update for JScript and VBScript to Address Remote Code Execution (3116178) - Supported Security Update for Microsoft Windows DNS to Address Remote Code Execution (3100465) - Supported Security Update for Microsoft Graphics Component to Address Remote
Integration with ServiceDesk Plus MSP
Hi all, I have a question regardin OpManager integration (I posted similar question on ServiceDesk forum already and gets some info). When I try to integrate OpManager and my ServiceDesk as you show me above I recieve this message: Unable to fetch values from ServiceDesk Plus running on http://xxx.yyy.zzz:8080 Troubleshoot Check if the ServiceDeskPlus Server is running Check if there is any special character in the values configured in the ServiceDesk Plus (category, groups, techicians, etc). Server
Mail fetching
Hi, Over the last 2 weeks we have been having intermittent issues with the mail fetching on our Support Centre. It will randomly stop, and send out an error like the below: ' Product Name : ManageEngine SupportCenter Plus Build No. : 8003 System Error Notification An error occured while processing email with subjectOfMail : FW: URGENT COPY TENDER REQUIRED!!!!! FW: REFRESH [Request ID :##80105##] : DHI - North Street Gas - 10377530 RJ messageid : . Mail Fetching process of SupportCenter Plus was stopped.
Default Custom Views and Column Selections
Is there anyway of you can set the default columns view in Custom Views for all users? I want to ensure everyone has the same setup of columns on display without having to setup this up under every technicians login. Also how do you setup a Custom View just to show Tasks? For example all Tasks assigned to the Engineers team. Version : 9.1 Build 9118
Need Requester Title Varaible
When configuring the notification rules, I need the ability to include the requester title. Is this available yet? This is a very basic feature that's been requested by several other people - it looks like there hasn't been an update in quite some time.
Pass IP address to script monitors
Hi, Is there any way to pass the IP address of a device to a monitoring script instead of the device name? For example, a variable like ${DeviceIP} instead of ${DeviceName}. Thanks, Hamish
Purchase Order - Edit Email Templates
Hi Is it possible to change the Purchase Order email templates so that they include the 'PO Name' instead of 'PO #' in the subject line please? Many thanks, Paul
Cannot uninstall
I've been having a problem uninstalling ServiceDesk Plus and was wondering if there is an uninstaller program (For V8 and V9) out there that will remove this from our system so we can install fresh? We are performing an upgrade of V8 > V9 . Andrew
How to I block or stop a particular email address from replying to a ticket
We have admin staff who cc: external suppliers into emails, we would like to block individual addresses from replying and generating a ticket, is this possible
How can I import the USER of a Workstation trough CSV import?
Hi all, I need to import workstations with the user. What is the correct format of column "USER" to import the relationship with the workstation? The problem is field "User" because has coma "," and it is impossible to import by CSV file. Thanks in advance!!! Rodrigo
Can I create a Notification Profile based on Business Views?
I've spent a long time building business views of the infrastructure and it seems stupid that I can't now build rules based on them.
Can't see the tasks when technician is in a specific site
Hi, I created a role called "Role1" and selected the option "All in associated sites" in the "Technician allowed to view" section. I also created a technician called "Tec1" and associated it with this role. This technician is assigned only to the site called "Site1". This site is configured with the "Custom Settings" in the "Related Settings" section. Finally, after all this setting if this technician creates a task and open the tasks section, he can not see any task, even those created by him. He
SDP E-mails
Currently when an e-mail that servicedesk plus sent (new ticket, ticket notes, forwarded ticket, etc) is replied to the email is placed in the "Requester Conversations" part of the ticket. Is it possible to have e-mail responses added as a note instead? Thanks
adding own radio
Hello team, we have radios similar to aruba, microtik etc. i can use that option to monitor our radio. now i want to change name to our radio, so can i use existing files to convert to our radio name?
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