[SOLVED] Service Request Variables in Reply Templates
We have a requirement to be able to send notifications from Service Requests using the reply templates. Currently, it appears he only variables available to be used in the "Reply Templates" are pulled from "Incident - Additional Fields". We would like the availability to use our Service Request additional fields in a reply template so it will pre-fill the information. If this is currently possible, please let me know. I have no been able to find any other resources on the forums that pertain to this
Problems with SLA and weekends
Hi, sorry for my english I have a problem in service desk I have some SLA'S and i have the calendar with holidays and the work days. The weekends i don't work. If i make a request the SLA put the day in due date field. My problem it's that the SLA don't respect the weekends and the holidays. Can someone help me?
Cannot able to Associate the Asset to New Employee using the KB Article
Dear All, I was testing the Custom Function Article under the knowledge base section with the link but I was facing an issue while I am associating some assets to a New User with below error message while testing the Request Custom Script. Please let
csv import question
Hello SDP, For some reason, I'm unable to map the description field (default attribute) with my csv file. Is that a bug or the issue is on my side?
Delegate to technician group
Hello, I've taken over the management of Ad Manager Plus in my company and I see that some access is given via AD groups. But when I add users to these groups, they don't automatically show up in AD Manager. What's more, I've tried to give other rights
Certificate and port error
Hello Guys, We found our PAM360 has a expired ServerCer file located in /Conf and /Agent. So, PAM360 service stopped after a server restart. we Generate a new certificate with IIS (On the same server) and replaced files. We also changes Paths in pgsql\ext_conf\postgres_ext
Holidays still count towards the SLA
Hello Everyone, I'm confused about the holidays feature in ServiceDesk Plus. I've added holidays but it still counts towards the SLA I set earlier. isn't it if I have added holidays then the SLA doesn't count? Please help if anyone can provide a solution.
Upgrade from 9415 to 10000 Encounter Error
Tried to upgrade version. Encounter error. Anyone can provide some insights to solve this issue. Thanks. pr 19, 2024 3:18:35 PM [com.adventnet.tools.update.installer.UpdateManager] [INFO] : Apr 19, 2024 3:18:35 PM [com.adventnet.tools.update.installer.UpdateManager]
Get field name into description field
Hello there, I'm trying to get the field name of a created "Additional field" into the Description field, and include it's value. So it would look like this. (Field Name) (Value) Device Type: Computer Ultimately I'd do this for any field which has a value,
Why is it that many pages in SDP have hard coded heights?
For instance. The Tech Availability chart refuses to be any bigger than 400px although it could take up most of the screen. It's an easy fix though. Change the matdiv class to 68-70vh instead of 400px and it works. So instead of this: You'll get this:
ESM Instance Type
I'm trying to create a new instance. For Instance type I have Blank, Human Resource and Facilities only. I want to create more instance types options. I want to know if it's possible to do that?
What happened to the rename computer option?
Hi ManageEngine, What happened to the rename computer option in the latest builds? We're slowly renaming all our devices so each time a tech was working on a computer they'd been instructed to use the rename option at the same time but now it's gone!
How to recommend a template in SDP Cloud
We recently upgraded from SDP on-prem to cloud. We used to rely quite heavily on the Recommend Template feature, but this appears to be missing in the cloud version... Example use case - user logs an incident ticket, but it should be a request. We select
where is the SDP installation logs located in ubuntu 22
Hi Servicedesk Community, I am installing ManageEngine_ServiceDesk_Plus 13004 using ./ManageEngine_ServiceDeskPlus_MSP_64bit.bin -console command and encountered the following error below, any ideas where the logs are located? it's not mentioned in the
Query survey results for last 7 days
We are working on a scheduled report to email us all survey results for the past 7 days. For that, we are trying to build up a query that can extract the required survey results and we fail to do so as the queries are not generating any output nor error.
Date Field Output Incorrect
I have a script designed to capture information from a submitted form and output it into the description field (it makes it easier for the analyst to see what's been selected from a complex form). This works fine for text based fields, but when it comes
[Solved] Strange Output when trying to calculate SLAs
Hi I am getting a strange output and I don't know how to change it. I want to know how many hours a ticket has been breached so I can report on SLAs but I get this showing years, months, days... etc. How can I get this to show 36.3 hours for example.
Executing powershell script on endpoints
I have a .ps1 script that searching the computer registry and is it finds a value in the case SecureCRT uninstall MSI string it then runs via PS invoking CMD to run the MIS part. I have tested the script on a few machines by running the .ps1 script on
Add Error screenshot an HAR data with downtime email
Hi Support, Is there a way to get the screenshot & a HAR file[1] from the response from a URL monitor alert? [1] https://support.google.com/admanager/answer/10358597?hl=en
ManageEngine named a 2023 Gartner Peer Insights™ Customers’ Choice for Application Performance Monitoring and Observability!
We are delighted to announce that ManageEngine has been recognized as a Customers' Choice in the 2023 Gartner Peer Insights™ Voice of the Customer for Application Performance Monitoring and Observability report for the fifth time in a row. Based entirely
Probes and multiple sites on a centralised network
We have a centralised network across our organisation - with 8 sites, but effectively 1 LAN. We have servers only at the head office, and therefore only 1 probe. At the moment, everything scanned is being assigned to one site, though it isn't on all that
Report to show support group changes
Dear Team, Is it possible to create a report in SDP or advanced analytics that shows all requests that have been transferred from one support group into another support group. I want to see how many times that this happens over a period of the previous
add device to resource
Hi I add a Linux server to resource. This server has a account with 2fa. I create this account with 2fa but not login. I sure all password and TOTP KEY are correct. Please Help me. Thank You
Server Issue - logs
We’re encountering a situation where the disk is becoming full because of the SDP logs. These logs are generating an excessively large syslog file that continually records the same error. Upon halting the logs, we no longer encountered the issue. The
Browser Control Options - QUIC Protocol disabling
I'm looking at adding security for our network's systems and had a question about the browser control options. Is there an easy way to disable the QUIC protocol in all browsers through EPC?
Checksum error
Hi, I just get finally the installing of the Win 10 20H2 Feature Pack from patch management to works and run it for a single machine and it went ok, now when try to run the same patch on a different PC get this error: Downloading successful but checksum
Mobile Device Manager Plus - Free training series!
Join us on March 12 to 26, 2024, every Tuesday at 6:30 GMT and 11:30 EST for a free training session on ManageEngine's enterprise mobility management solution - Mobile Device Manager Plus! Here's what we'll cover each week: Week 1: Device Onboarding and
Power BI Connector Schema Change communication
where can we see the public change logs / announcements for the SDPcloud.pqx connector for Power BI? our scheduled monthly update broke yesterday due to field changes "Site.Site Name" became "Site Name" etc a public change log? something in a github repo?
ADSelfService Plus' build 6408 released with bug fixes
Hello Everyone, We are glad to announce the release of ADSelfService Plus' latest build, 6408. Issue fixes An issue caused by duplicated authenticator priority values, that resulted in the update of ADSelfService Plus from version 6221 to 6403 to fail,
Notification Profiles - usage report
Hi ALL We have 50+ Notification Profiles. How i can get report about usage each of them ?
Request Management - number of requests submitted per hour
Count of request inflow per hour - provides an insight on monthly opened incidents per hour. It provides you a quick determination on timeframe that received a large number of incidents. This information can then be used by an incident management administrator to determine if a particular department requires additional resources to efficiently manage the number of incidents. PGSQL: SELECT EXTRACT(YEAR FROM (to_timestamp(wo.createdtime/1000)::TIMESTAMP)) "created time", CASE WHEN EXTRACT(MONTH FROM
Usa a common requester for different Acconts
HI, Use a common requester for several accounts? I'm sure I'm not the only person facing this issue with the MSP product. It is not a unique scenario to have customers, departments, or organizations that share a common requester. Not having a solution
Planned US Datacenter Maintenance on 25th Nov, 2023 and on 2nd Dec, 2023 from 6:30 PM to 09:30 PM PDT
Dear Customers, Our US Data Center is set to undergo an annual infrastructure maintenance on the 25th November 2023, between 06.30PM and 09.30PM PST, and again on the 2nd December 2023. The planned maintenance window is between 06:30PM and 09:30PM PDT
Trying to create a formula to only count completed tickets in a certain date range.
Here is what I have but I get not results from it countif(("Request"."Request Pending Status" = 0) AND ("Request"."Completed Time" >= DATE(2024-04-01) AND "Request"."Completed Time" <= DATE(2024-07-01)))
Allow requesters to customize which notifications they receive
This was a feature of a ticketing system we replaced with ServiceDesk Plus Cloud, but it had a neat feature I wanted to suggest here. Our old ticketing system had a list of default notifications that the sys admins configured, but each requester user
Change the Department after the users has raied a ticket
Hello, I have had a number of users that have created job tickets before we had the full information on them, i.e. we did not know their department info. we have now updated their department data but the reports are still showing that they have no department listed, but does show other data which is up to date. how can I change the department info on the raised job tickets Thanks Iain
Enrollment Faild
Hi, the server was installed from scratch. We try to add a smartphone and get an error that you can see in the picture. What could be the problem? Thanks
Need help with script
Hi, I need a script for the requester confirm that certain things are placed right, when i first tried it executed twice, so i searched for a similar topic on the forum and i found it but now it dont stop the request submission if the requester press cancel if ($CS.isFormSubmit()) { var x = confirm("É um teste?"); if (x === false){ alert("Refazer"); $CS.stopFormSubmission();} else {alert("Tá bala");} }
Failed upgrade from 14600 to 14720
Hi, During upgrade from 14600 to 14720 I had an error: ------------------------------------------------------------- Going to take full backup with file attachments ------------------------------------------------------------- Backup Directory : .//backup/backup_postgres_14600_fullbackup_upgrade_04_10_2024_21_17
Supported Operating systems list for OpManager & OpUtils installation
Dear Users, Please be informed that from July 31st onwards, OpManager & OpUtils application will not support these operating systems (and the older versions below it) for its installation. Windows 7 Windows 8 Windows Server 2008 CentOS 6 RedHat 6 Mandriva
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