Customer Web Portal - Custom ticket submission
I am looking for anyone that has examples of customized ticket submission. That customization seems to be a big hole in the main application. You would think if you could customize request templates, then you could customize ticket submission by customers.
Python Script for Auto Close
Hi, I recently tested and was able to get the script to work in the test environment. Auto Close Script Upon deploying to production, i just changed the URL and Technician Key and expect it to work. However i am getting the below error now when the script runs. Schedule : Auto Close Resolved Tickets executed, Result: Traceback (most recent call last): File "AutoClose.py", line 40, in <module> RequestID = request_Obj["Request ID"] KeyError: 'Request ID' The only difference i can think of is that
SAML SSO and Browser extenson
Can we enable SAML SSO for our users and still use the Browser extensions? IF so how do we configure the browser extensions to work in this configuration?
[OpManager] user with administrator role but unable to see settings icon and cannot add new device
Hi, I'm having this issue with the Opmanager Build 12200 for user (local or Domain) account which was granted the Administrator role but could not see the settings icon or add new device. If in the user management section for the user's scope i grant it "All Devices", the user is able to see the settings and able to add new devices. But if I set the user's scope to "Selected Business Views" and select the appropriate business views, then I will see the problem where user cannot see the settings icon
[SOLVED] Disable/Hide Description Field via Field and Form Rules or Script
Hello, Is there any way to disable or hide the description field of a request/incident? Ideally we would like to disable the description textbox until the user has populated other dropdown fields so we can customize the text in the description field. Currently if users enter in text into the description field, and then choose the mandatory dropdown value, the description text is reset and the user must re-enter the data from scratch. Thanks, James
Changes in GUI in later versions of SDP
Hi, We're testing out SDP 10008 and our users (and myself) have some opinions about the new gui for requests. I'd like a setting to customize what fields are shown in the right panel and also a setting for hiding the panel globally for all technicians. The request-page contains alot of information as it is and we think that the right panel makes it more cluttered than before. It's also quite difficult to quickly overlook the request page for a less experienced user, maybe separating the description
[SOLVED] Incident Template - Workflow - disable Approval Workflow?
Hi, I have the problem, that the first creator of an template clicked on an Option in the "Approval Details". Now the requester don't see who has the ticket. I want to disable this option, because we don't need it for this template. But all I can do is click one of this option, but have no chance to disable it. How can I resolve it? Or is there another option, that the user can see who is work on his ticket? (This problem just occur in this one template where the Approval Configurations was selected)
[SOLVED] Update manager not working
I'm trying to update to version 10 and when I run the update manager the dos windows pops up and disappears but never gives me the update windows to install the patch. How do I fix this.
Server start failure
Hello, I downloaded a trial of the ServiceDesk application, and installed it as the Free version for unlimited time. We'd like to evaluate it as a potential purchase, but after it completes install, nothing ever loads. It gets through the initializing, and hangs on the "Server Started" screen. Manually starting the ServiceDesk Web client, it fails and says the server is not running. Attempting the run.bat file, it says everything is loaded, then "Problem while starting server" at the bottom. I attempted
EXCLUDE MULTIPLE IP GROUP
Hello !! I have the following problem. Assign several ip group name, in Netflow version 12 software through "Bulk Load Ip Groups" (ipGroup.xml). The problem is that some are with "Ip Group Name" duplicate. Which command line for EXCLUDE ip Group specific? <CONF_IPGroup> <IPGroups ip_group_name="ABADIA DOS DOURADOS-OI" ip_group_desc="ABD 5010296 " ip_group_speed="2000000"> <GrpIPNetwork netmask_addr_id="255.255.255.0" network_addr_id="172.31.25.0" flag="include"/> </IPGroups> GrpIPNetwork netmask_addr_id="255.255.255.0"
Java
Any idea when java 8 - 201 is going into the patch channel?
[SOLVED] Problem Picking up Tickets
Hi, We are having an issue picking up tickets. If we select the checkbox from the main tickets view, and then select 'Pickup' this works fine. However, if we go into a ticket and go 'Assign' > 'Pickup' we are presented with the following error. "Failure: Request ID(s) 26837 cannot be picked as the technician is not associated to the site." However, all of our technicians are set to 'Not associated to any site' as seen below: This has only happened since we upgrade to version 10.0 Build 10000 Any
API V3 trouble
Hello. I can create task throw API but when i try assign request to group throw API V3 i got "internal error". part of Python code: apiurl=url+"/api/v3/tasks" INPUT_DATA={"task": {"status": {"name": "In Progress"}, "request": {"id": "11"}, "group": {"id": 13}, "description": "just test", "title": "test task"}} INPUT_DATA= json.dumps(INPUT_DATA,encoding='cp1251') data = {"INPUT_DATA":INPUT_DATA} r = s.post(apiurl,data,headers=headers) apiurl=url+"/api/v3/requests/11/assign" INPUT_DATA={"request":
IT analytics in 90 seconds: Understanding technician behavior
Understand the behavior of your help desk technicians and track trends in their performance using the Technician History dashboard in Analytics Plus. Download a free, 30-day trial of Analytics Plus.
[SOLVED] What is the definition of FCR in the request history?
What is the definition of FCR in the request history? It says "FCR marke Successfully"
[SOLVED] Announcements as Landing Page for Requester
Perhaps I'm missing this setting somewhere. But is it possible to have the requester's "Landing Page" show the announcements tab and not the dashboard? We'd like to force our help desk url as the opening page for our users browsers but we'd like them to see the announcements first when it loads.
Add approval stage while Form & Field Rule configuration of incident template
Hi, I need to add approval stage in incident form template. How to add approval stage in Form & Field Rule by change field or load form event? What should I do? Is there any alternative way? Thanks
ManageEngine's Cybersecurity and Hybrid Identity Management seminar - Australia - Register Now
Hello, ManageEngine's Cybersecurity & Hybrid Identity Management seminar is happening in Australia and here is an exclusive invite for you. This is a great opportunity to learn how to safe-guard your network from cyber threats, and get insights on the best practices for managing and securing a hybrid environment. Register now Why should you attend this event? This seminar will focus on: • Security-driven Active Directory management • Defending your network with security logs • Prevent
ManageEngine's Cybersecurity and Hybrid Identity Management seminar - Australia - Register Now
Hello, ManageEngine's Cybersecurity & Hybrid Identity Management seminar is happening in Australia and here is an exclusive invite for you. This is a great opportunity to learn how to safe-guard your network from cyber threats, and get insights on the best practices for managing and securing a hybrid environment. Register now Why should you attend this event? This seminar will focus on: • Security-driven Active Directory management • Defending your network with security logs • Prevent
Service Request second name for approvers
I want to duplicate the requester's name field to use to for a 2nd approval via a trigger. The idea is that the Requester can select from a list of other requesters as a second mandatory approver. I have a trigger that will set the approval if I can get the info/e-mail. The Name field is perfect but it doesn't look like I can add this a second time. Any possibilities here? I can't use the "roles" as it's not dynamic enough. "E-mails to notify" field doesn't validate for requesters. Options? Thanks
MySQL DB Support Stopped in SupportCenter Plus
Dear User(s) We have stopped MySQL DB instance support long back. However some users are still using MySQL as their database. Our upcoming framework changes will not support this MySQL database and they could not upgrade to the latest version and support for MySQL instance is also not available. Hence we request all our MySQL users to either move to MSSQL or PGSQL which is bundled with the application asap to get the support and service packs down the period. Please contact our support at support@supportcenterplus.com for
Requesters to submit for approval
Hi, I would just like to ask, are requesters able to use the function Submit for Approval? Thanks! Geraldine Legaspi
Patches marked as no approved
I have it set to auto-approve but these 2 patches were marked not approved? is there a reason why? 106330 MSWU-3119 2019-01 Cumulative Update for Windows 10 Version 1803 for x64-based Systems (KB4480976) 06325 MSWU-3117 2019-01 Preview of Monthly Quality Rollup for Windows 8.1 for x64-based Systems (KB4480969)
2 Problems / 2 Problemas
Hello Greetings, first of all thanks for the collaboration in the resolution of the problems, my problems are as follows, I have set my service desk with 5 technicians in your computer work group .. each one in your area .. now well at the moment of users make the request for example failure of the computer is assigned to the person in charge of data base and I declare the relationships I think well to see more I could be missing there, the other problem is that I as an administrator can not see
Firewall Analyzer supports VarioSecure firewalls
Firewall Analyzer supports a new firewall vendor, VarioSecure. Firewall Analyzer can now generate the following out-of-the-box security and traffic reports for VarioSecure firewall device. Network Security Reports Historical Trend Analysis Real-Time Bandwidth Reports Employee Internet Usage Reports Click here to get the complete list of supported firewalls.
Free training online: Optimize firewall performance
Stay ahead with the Firewall Analyzer free training online, join our product expert and gain insight on the ways to optimize firewall performance. The given below is the training agenda. Learn how to get a detailed view of used rules, unused rules, rule anomalies and rule optimisation. Monitor 'Who' made 'What' changes, 'When' and 'Why' to firewall configuration. Get a detailed overview of security events and security reports. Learn how to configure an alarm profile for security, anomaly, and bandwidth
Desktop-central Authentication using api
Hi , I am getting following response after calling desktop-central authentication api /api/1.0/desktop/authentication?username=xxxxx&password=xxxxxxxxxxxxxx&auth_type=ad_authentication&domainName=xxxx getting response as follows response.body = java.lang.reflect.InvocationTargetException response.status = 200 Same api is working when using postman Please suggest on mentioned issue. Thanks and Regards, Priyanka S.
Wrong Graph and Reports
Hello everybody Could you help me to customize my Graphs and reports please ? I need to have Graphical Reports with 5 Min candles but it's fixed to one hour . another problem is about customizing time period of showing graphs . If I filter it to yesterday or customize it for a specific period , it again show TOday ,
Custom Trigger - Email attachments
Does anyone have a script that will send a document as an email attachment? Use case: Requester calls asking for access to a specific application, we require that they complete a form that's counter-signed by their line manager. Based on specific conditions on the template an email is automatically triggered with the attached file. Thanks
Mail fetching stops repeatedly
We are facing an issue where mail fetching keeps stopping repeatedly. There is no error "DELETED flag", how ever there is an error named "ServerOut". We are not able to figure out what could be an issue. Could you please advice if there is something that can resolve this. Thanks Sheeja Nair
Unassigned Requests
Hi All Please assist, the portal is showing all the requests as unassigned even if they are assigned to technicians.
script to share incident
Hello, I would like to make rule to run script which will share an incident with certain user Regards, Michal
Is there any internal database description?
Hi, I'm building several custom reports and need to calculate some KPIs based on Changes/Requests data. We are using 9.4 Build 9425 on-premise MSSQL version, can I get the documentation for this DB?
ServiceDesk Plus - Youtube URL
Hi, I have noticed whenever I open/close refresh a request in servicedesk the webpage hangs for a few seconds and various external URL's are hit? I usually notice the page makes a request to www.youtube.com:443 Can anyone explain why this is happening and what purpose it serves? I can see the hits in our proxy server generally one for every transaction in servicedesk? is this a form of tracking? why youtube? Thanks, Tony
Integrations Question
Hi there... We run Site24x7 today and it seems to be working fine. I'd like to find the ability to send alerts from the system to Zoho Desk (or other ticket systems) but have a unique requirement. I want to set a custom attribute in the alerts and then do an if/then logic when hitting the ticket system which results in the ticket being created on behalf of an existing user. I'm thinking this is more of a function of the ticketing system and have been considering Zoho Desk. I got integration working
Application Mapping File
i, I am newbie and would like to ask one question about the Netflow Analyzer - application Mapping. where is the application mapping file in netflow analyzer v12 or v9.8? Is it possible can i replace new netflow ver 12 mapping file with the netflow v9.8 on linux machine. Waiting for your speedy reply. Regards, Saeed
Add Windows Service Monitor - Show Startup Type
On a device, you should be able to see the startup type when viewing the list of services. Right now it shows the display name, service name and status. Please add a column for Start Up type so we know if a service is Automatic, Automatic (Delayed) or Manual.
Notes within Tickets
We place all of our troubleshooting steps within the "Discussion Notes" section to avoid going through the different tabs. Is there a way to move the "Discussion Notes" Section to the top of the ticket? I dislike how I need to go to the very bottom past the Request/Requestor details in order to see the troubleshooting steps taken. Having them be right above or below the E-mails would be great. Can't figure it out. Thank you, Brandon
Converting Incident tickets to service requests
Hi all, I have a large group of 1000+ tickets that were created as Incidents rather than Service Requests, is there a way of bulk changing these tickets from incidents to Service Requests without having to go into each individual ticket?
Self-Hosted SDP API Powershell Documentation
I have some basic Powershell scripts written that are able to GET information about requests but so far I haven't been able to piece anything together that will PUT or POST information to a request. All searches I have performed have different information, data in different formats. Is there any sort of definitive guide of how to write Powershell Invoke-RESTMethod scripts to GET, POST, and PUT to ServiceDesk Plus v9.4 Build 9514?
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