[ SDF - 66458 ]Script to Share Request with user selected by the requester
I would like to develop an incident additional field labeled "On Behalf Of" which, when populated with a user's name, will then trigger a script to automatically share the request with supplied user. I've seen references to scripts for automatically sharing requests, but every time I try to get to the script, the URL points to a page that no longer exists. For example, the second link on this page: https://pitstop.manageengine.com/portal/community/topic/custom-scripts-how-to-automatically-share-a-request-using-custom-triggers
[ForYourInformation -15] Priority Matrix
Tickets in an IT Organization are always considered as an important component. Priority is the key factor that defines its importance. More focus will be always on tickets with "High Priority" ( where the customer expects quick resolution). The ticketing tool used by the IT organization should have perfect metrics to identify tickets Priority. If we start considering all tickets based on labels as "High priority" it will burden the ticket coordinators and gives a chance of more ticket violations.
Share alarms with your in-house apps using our custom outbound integration.
AlarmsOne has been allowing you to share alarms with your Help Desk, Team Collaboration, and Project Management tools to raise them as tickets, create bugs, and so on. To integrate with your in-house application and receive alarms from AlarmsOne, we have built a custom outbound integration. AlarmsOne's custom outbound API is a RESTful API that helps you send alarms from AlarmsOne to your custom application. Adding a custom outbound application is as easy as it gets. Follow the steps below and you're
Column title not correctly visible in Chrome
Hey guys, This is for quite a while now, but i noticed in Chrome the column titles are partially visible. This happens also on my Home PC, so i assume it is a general problem: Any idea how this can be prevented, or is it a code issue?
Custom Matrix report based on Technician Department vs Request Status
Hi, I'm trying to create custom Matrix report based on Technician Department vs Request Status. The problem I have is, the department always show "Not Assigned", after checking around.. I believe this is because the Department from the drop list in the Custom Matrix report are the Requester Department and not the Technician department. Is there way to show Technician Department vs Request Status?
Use of additional fields in an appointment as an approver.
How can additional fields be used in approval scripts via custom triggers. The goal is to appoint as an approver the employee selected in additional fields.
[ SDF-82709 ] Sort by SLA Due By Column
Hello, Is there any chance that making the SLA Due By column in the requests view sortable? We would like to see the SLA's about to expire at the top of the screen. Thanks, James
Using Restful API - Harmful Content Entered
I am trying to import resources from our existing password management system into PMP using the Restful API, and am encountering this error when trying to import passwords that contain a '>' character within the string: {"operation":{"name":"Input data is in wrong format","result":{"status":"Failed","message":"Harmful Content Entered"}}} Is there way to either disable this "malicious content" check during import, or is there another solution I can use such as encoding these values such that they
Way to restrict and control Bulk Edit of requests
Hi everyone, I used form and rules to limit what the user can update and the flow of the Request to difference stage. But, it seem like they can bypass it by using the Bulk Edit. Just select (the tick box on the left) the Request from the Requests list then, select [Action|Edit] and a pop-up dialog box will appear and used can change the status, etc.. by passing the Form Rules. The permission allow will be based on the Role permission control. Is there way which we can control the {Action | Edit]?
"Conflicting Password" report
Hello, Can anyone explain to me how PMP detects a "conflicting password"? It currently shows that I have 12 conflicting passwords, however, some of the systems are not on the network, so PMP would not be able to detect anything about those passwords. Is there a way to turn this feature off? Thanks, ~Allen
Microsoft Patch Tuesday updates - October 2019
Howdy folks A quick run-down on the patch tuesday updates for October 2019 New Security Bulletins : 2019-10 Security Only Quality Update for Windows Server 2008 (KB4520009) 2019-10 Security Only Quality Update for Windows 7 and Windows Server 2008 R2 (KB4520003) 2019-10 Security Only Quality Update for Windows Server 2012 (KB4519985) 2019-10 Security Only Quality Update for Windows 8.1 and Windows Server 2012 R2 (KB4519990) 2019-10 Cumulative Update for Windows 10 Version 1903 and Windows Server
[SDF - 45241] Request List Field - Linked Problems
Hi there, Our teams will have many open tickets in their queue and a lot may be associated to ongoing problem investigations. This isn't visible from the request list at all which can result in technicians working tickets that are already part of a wider problem investigation and wasting time. Is there a way of easily seeing from the request list what problem a request is associated with? TIA, Dave
Microsoft Patch Tuesday Updates - October 2019
Howdy folks A quick run-down on the patch tuesday updates for October 2019 New Security Bulletins : 2019-10 Security Only Quality Update for Windows Server 2008 (KB4520009) 2019-10 Security Only Quality Update for Windows 7 and Windows Server 2008 R2 (KB4520003) 2019-10 Security Only Quality Update for Windows Server 2012 (KB4519985) 2019-10 Security Only Quality Update for Windows 8.1 and Windows Server 2012 R2 (KB4519990) 2019-10 Cumulative Update for Windows 10 Version 1903 and Windows Server
[ForYourInformation -11]: SCCM Integration
If your Organization already had Microsoft System Centre Configuration Manager (SCCM) to manage desktops and Windows-based applications. You can now integrate Service Desk Plus with SCCM and fetch SCCM-scanned asset data. The integration leverages SCCM's scan capabilities and benefits Service Desk Plus users. In addition, you can avoid installing two agents to fetch asset details. You can use SCCM for asset discovery and also simultaneously update asset data in Service Desk Plus. In the older build
[ SDF-56835 ] Conversations View and Functions
Good Day Everyone I was wondering if there are any options regarding the Conversations inside a Request. All I see is all the E-Mails in order with the Date and the sender. When I click on a message it, slides open. However, we sometimes have tickets with hundreds of messages and the way it is displayed in our ServiceDesk Plus (on-premise), it is very hard to keep a good overview of all messages and if you need to find a specific, it can be a real struggle. Are there any options or is there something
[Password Manager Pro Masterclass] Privileged session management: Onboarding employees and vendors for secure remote access provisioning.
Hi there, Our next topic for the Password Manager Pro Masterclass series is "Privileged session management: Onboarding employees and vendors for secure remote access provisioning," scheduled for October 10th. Click here to register for the session. In this Masterclass session, you'll learn how to: 1. Launch direct RDP, VNC, and SSH sessions from any HTML5-compatible browser without endpoint agents, browser plug-ins, or helper programs. 2. Secure access gateways to establish reliable connections
Change status using a Python script.
There is a need to change the status of calls through Custom Requests, through a Python script. I hope for any help.
Report on Past 12 Months
I am using Service Desk Plus Cloud. Is there a way to report on received requests over the past 12 months. I was hoping to set it up as a scheduled report to be emailed to certain people within the organisation. I know I can look at this year and create a line graph as part of the report but would love to know if there is a way of reporting on the last 12 months.
[SDF-60072] Feature Request: Show Notes Send To (History)
We'd like the ability to view under the History tab who a particular note went to. In our environment we frequently have multiple technicians working on a ticket throughout its lifecycle. Know who the note was sent to would be beneficial to us for better planning and awareness.
SAML 2.0 - Selfhosted
We self-host servicedesk plus and recently implemented OKTA SSO and want to integrate via SAML. I know it can be done with the on demand version but want to do in with out on-premise version. Thanks! Lee
[Free e-book] A guide to implementing analytics in IT
You want to use data and analytics to uncover actionable insights that will streamline your help desk operations, but where do you start? In this e-book, we cover the detailed steps involved in implementing analytics in IT, along with a slew of examples, that can guide you through your analytics journey. Download the e-book now.
Mobile application of Service desk cannot create new request
Hi I am trying to create a call on the mobile application but it doesnt work the versions installed are the following sERVER VERSION: 10.0 Build 10020
Service catalog in Self portal
Hi! The self-service portal does not open the service catalog, it is empty. How do I allow the requester access to the service catalog?
Some asset management issues in DC 10.0.433
Hi. I found some issues in DC 10.0.433 1. On "Computer Details" page "Last Boot Time" field not show value (see screenshot computer-details.jpg), but this value show in computers list view (see screenshot computers-list.jpg) 2. On "System Manager\Services" page services with non-english (russian) name showing as non-localized (see screenshot computer-services.jpg) 3. On "Computer Details" page in "Software" section some rows about software are duplicated (see screenshots computer-software-1.jpg,
Get alerts for inactive user logins for X amount of days
We have the Logged On Users column in Desktop Central. It would be nice to get an email alert if someone hasn't logged on for a set amount of days. 14 days for example. Even better would be to tie it to an OU in AD. We don't always know when contractors leave. Putting contractors in an OU and getting alerts when they haven't logged in for X amount of days would be very beneficial.
Newsletter de Septiembre!
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Possibility to fill requester field with a script
Hello, I´m looking for a way to fill the requester field of a service request automatically with the technicians name, if a technician creates the service request. Is this possible with a script in the field & form rules? Thank you very much for your help.
E-Mail Command leaving commands in the new request
Greetings, I'm attempting to use the e-mail command feature of SDP to open new requests. The email for the new request will be coming from a SharePoint workflow, based on a new item being created in a SharePoint list. As I'm working on this, getting it to work as I want, I've noticed that new requests created via my email have the commands in the Request Description, in addition to any other text that is in the email message. I was hoping that the email command processor would consume the actual
Field and Form Rule to Remove/Add Approval
I'm building a consolidated form that will take the place of 8 of our current forms. Users will be able to select multiple options on this form. These options will create task for other departments depending on what the need is. Some of these needs will require approval. Is there a way to add approval requirements if certain fields are selected? Almost the same way I'd use a field and form rule to set and unset task based off of field criteria.
How to disable/hide the tabs/menus at the top
We're using SDP 10512. We're looking at upgrading to 11 so we can take advantage of the ESM capability. Due to how you license your product, we're forced to get the Enterprise version for some departments. However, the Enterprise version is complete overkill for these departments. They do not need things like Assets, Changes, Problems, Projects, etc. Is there a way for us to disable/hide these menus from techs using these instances? We only want them to see Requests, Solutions, Reports and that's
ManageEngine's IT Security Podcast series is here! Subscribe now.
Hello, Have you ever imagined listening to your favorite IT security expert discuss the ways you can enhance the security posture of your environment on-the go? Now you can! We're thrilled to announce the launch of our weekly podcast series where our security experts, including Derek Melber, Active Directory MVP, will present their take on a wide range of IT security topics. Subscribe now By subscribing and listening to
ManageEngine's podcast series is now live. Subscribe now!
Hello, Have you ever imagined listening to your favorite IT security expert discuss the ways you can enhance the security posture of your environment on-the go? Now you can! We're thrilled to announce the launch of our weekly podcast series where our security experts, including Derek Melber, Active Directory MVP, will present their take on a wide range of IT security topics. Subscribe now By subscribing and listening to
[Free e-book] A guide to implementing analytics in IT
You want to use data and analytics to uncover actionable insights that will streamline your help desk operations, but where you start? In this e-book, we cover the detailed steps involved in implementing analytics in IT, along with a slew of examples that can guide you through your analytics journey. Download the e-book now.
[Free e-book] A guide to implementing analytics in IT
You want to use data and analytics to uncover actionable insights that will streamline your help desk operations, but where you start? In this e-book, we cover the detailed steps involved in implementing analytics in IT, along with a slew of examples that can guide you through your analytics journey. Download the e-book now.
[Free e-book] A guide to implementing analytics in IT
You want to use data and analytics to uncover actionable insights that will streamline your help desk operations, but where do you start? In this e-book, we cover the detailed steps involved in implementing analytics in IT, along with a slew of examples that can guide you through your analytics journey. Download the e-book now.
Free Enterprise Service Management (ESM) training webinar
Hey everyone, We have planned a second ESM training webinar for all those who missed the first one. Join us on October 15th to get a better understanding of how we do ESM in ServiceDesk Plus. In this webinar, we'll go over how you can extend your ITSM best practices to all your business units to mitigate and optimize your service delivery across each function of your organization with ServiceDesk Plus. Key takeaways: - Creating and deploying a unique service desk in less than 60 seconds. -
service catalog: could not see tech in approver field
Hi I have a service catalog template with approvers as additional field. If I choose in the SITE field any site from the MSP account I can see technician and requester allowed as approvers, but ... when I choose a site from another account I cannot select anymore as approvers, ony 1 vip requester shows. (The technnician are service approvers and have Associate account: all the account and Associate the site: all sites) there is no form rule to hide them. Any idea? Thanks
Response Time Escalation
Hi Team, Response time escalation is not happening properly in the manageengine tool, we are receiving the escalation mail either after or before the time specified. Please let us know to achieve the response time escalation, in build 9222. Regards Karthikeyan.
ServiceDesk Plus 10 release versus ServiceDesk OnDemand
Guys, It starts to become really tempting just to hop over again to SDP 10 instead of using the OnDemand version. This new version came out, and i was surprised to see the sheer amount of changes that this product has seen over the last 2 years, in comparison with SDP OnDemand. Now, i'm not saying SDP OnDemand hasn't had it's changes - but the changes are much more visible in SDP Plus - the whole interface has had an overhaul. This made me wonder: what can we expect the coming year of SDP OnDemand?
Add computer in scope of monitoring and auto add of computers not working
We have DC set to auto import machines from certain AD OU's but it appears to have stopped working. If we do an AD synch it says it has successfully synched, but the machines don't appear. If we go to add computers manually we can see our domain on the left hand pane, but all we get is a spinning circle on the right hand box. We have recently updated to 10.0.433 so I think it may be this, but I can't be sure. I've tried different credentials and nothing seems to work. However in SOM AD Synch settings
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