Extra info next to sender’s name
Hi SD+ community, First, thank you all here on this forum for your support for SD+ users. My company uses Google as our email provider and in recent weeks we noticed some strange behavior of mail sent to DISTRIBUTION GROUPS used by SD+. The new security mechanism introduced by Google for their email groups is described here: https://support.google.com/mail/answer/1311182?hl=en Simply speaking, we see in SD+ tickets with "'Sender Name' via Group-Name" as Requesters. This has serious implications in
Is there a way to add Cisco switches to NCM that don't require an enable password?
Hi, As per the topic title is there a way to add Cisco switches to NCM that don't require an enable password but still need the enable prompt entered? I'm trying to determine what the Credentials settings should be in OpManager under Credentials \ Backup for SSH to switches that don't require an enable password. When connected to these switches via SSH this is the sequence: Prompt for Login name Prompt for Password Prompt after login is > Enter enable mode by using the command enable and you are
Sort by in custom views
Group would like to have list of Requests sorted by Priority then Request ID. They can manually click on the column to sort, but they would like it part of the custom view.
Using an additional field with an approval python script
I have a an incident template with an additional filed called 'Line managers e-mail Address" which is compulsory, when a requester completed the incident request there is a custom trigger that calls the python script, this uses the 'Line managers e-mail Address' field to create a JSON with "ADD_APPROVAL_STAGE" The reason for adding the approval stage like this is down to new staff having different line managers, and we have many, all line managers are requesters. Python Attached. The request is made
A requester or technician is unable to self approve using python script
I have a trigger to call a python script that pull an e-mail address from an additional field on an incident template and adds the email address to the approvals list This in general works really well except if the logged in technician or requester completing the incident request and also enters their own email address into the additional field (this does occasionally happen when the person completing the incident in also a Line manager with approval), the request is created but there is no approval
ServiceDeskPlus request assignment
When a request is assigned to a group instead of a technician, it is still listed as Unassigned. This is not logical. If you give me an option to assign it to a group, and if I chose that option that request "is assigned".
Hiding the Site field
Does anyone know of a way to hide the Site field in Incident/Request Template? I tried a script: jQuery('[name=site]').parents('div.columnr').hide(); which I am fairly sure is wrong as I copied it from something else. I think it should work, with the right parameters.
User modification template rules
More conditions need to be added to the AD Manager user modification template rules. There are more conditions in the user creation rules.
How to add netflow analyzer in Opmanager
Hi Guys, I really need a help. I'm new to manage engine products. I have a deadline tomorrow for POC of this. Can someone please provide step by step on how to add netflow in OPManager? Or OPmanager integration with netflow analyzer. I tried accessing opmanager then add-ons/plugin but netflow is not there. Thank you
Change the Font Color and make it bold in an incident template
How do I change the text color in my service desk templates. I know how to change the background color but I would also like to be able to change the text colors and maybe also make them bold.
Field Usage
Hi, Is there a way of quickly identifying what fields are used on what templates? Database Name = Microsoft SQL Server@ Database Version = 10.50.1600@ Live Build = 9415 Test Build = 9423
Step By Step Make a new request from REST API
Dear Friends, can any one please Explain the Step by Step Procedure to Make a new request from REST API i cannot get the Idea from documentation about how to make a code, where to save , how to invoke the code?? what is the significance of API Technician key Etc..... Please help
Need of the report showing differnet influx
SD plus build 9408 Database is MSSQL Hello can someone please help m e with follwoing query? I looked and tried different scripts but could not locate the right thing. I'm in a need of report that would show the times when tickets are picked by technician by hour Mon- Fri and also a volume of the tickets in this interval : 07 Am - 3 PM // 3 pm - 12 am // 12 am - 7am We do not have shifts and we are 24 hrs shop 5 days a week. It needs to include the group of Network Operations.
Contract Worflow? or Request Workflow?
We have been using manageengine to store our contracts over the year, but now we want to introduce some automation to our contract process. I can't seem to find any workflows for contracts. What i thought was a new contract could come in as a request and then have task associated for the appropriate parties to "approve" (basicly close their task). Once all the tasks are completed the Contract Manager would send it off to docusign for signature then upload the final in the HelpDesk, to complete the
[Free webinar] Launching advanced analytics for ServiceDesk Plus request history, projects, and solutions module.
Hey there, We just released Analytics Plus version 3950 that offers out-of-the-reports for ServiceDesk Plus request history, projects, and knowledge base modules. In line with the new release, we've come up with a webinar to help you get familiar with these modules, and to demonstrate how each of these modules can help you better manage your help desk. During the session, we'll discuss how to, Get an accurate view of request timelines and spot actions that delay resolution. Better plan and manage
Dynamic Variable to get Active Directory User E-mail Address in Desktop Central
The desktop management software we currently use has a dynamic variable $AdEmailAddress that pulls a user's e-mail address. Is this possible in Desktop Central? I can't see to be able to find this variable.
[Free webinar] Launching advanced analytics for ServiceDesk Plus request history, projects, and solutions module.
Hello folks, We just released Analytics Plus version 3950 that offers out-of-the-reports for ServiceDesk Plus request history, projects, and knowledge base modules. In line with the new release, we've come up with a webinar to help you get familiar with these modules, and to demonstrate how each of these modules can help you better manage your help desk. During the session, we'll discuss how to, 1. Get an accurate view of request timelines, and spot actions that delay resolutions. 2. Better plan
Documents or Notes on Custom Triggers
Do anyone has some dsocuments or notes on Custom Triggers. How to setup? show to write small scripts?
where can I find overview of all current operations of the Servicedesk Plus API?
Is there a overview of all current operations of the Servicedesk Plus API? Currently it seems that there are four different API's that are not (backwards) compatible and differ in syntax 1) api 2) sdpapi 3) sdpapiv2 4) /api/v3 We're particularly interested in fetching TASKS and CMDB. PS. I'm new on the forum, if this is not the right way, I like to hear tips
Set Service SLA based on field selection
Hi, I am looking for a way of automatically setting the SLA for a service request depending on what the user selects on the template. We have a scenario where the lead time for resolution on a particular request could vary depending on what the scope of the request involves. I had assumed that I could control this via field and form rules but the control of the SLA is excluded from that unfortunately. I may be missing something obvious but any help would be much appreciated!
Is there anyway we can get an email notification when someone replies to a ticket?
I'm trying to make some changes & noticed that when someone responds on a ticket, we don't get an email notification which makes it hard to keep track.
Unable to change Request to re-assign to a new technician, on some Requests
Hello, I'm currently experiencing a sporadic issue where on about one third of Requests that have been assigned to a technician A in my group. I am unable to assign the request to another technician B in the same group. There are no error messages on screen, once you click save the message "Assigned Successfully" appears, but the technician has not changed and the history shows "Assigned from technician A to technician A". The problem is repeatable for the same Request. All the Requests where I have
Custom Reports Description field not available
Trying to create a Custom Report with the Description field. Even a truncated description field would be nice, to see what the service request was about. But 'Description' is not listed as an Available Column when selecting a column to display in my report. Is there another way to display a service request 'description' field in a report?
Get techician info from technician_key
Hi, is ti possible to get the technician username and email from having onlty technician_key, via API or SQL? thank you, Davide
Scanned software "excluded" and "freeware" Under Licensed
Hello, Our Scanned software with type is"excluded" or "freeware" are displayed as Under Licensed in Servicedesk v9.0 Build 9002. The only option to set the Compliance type to Compliance is to add a software license for as example Microsoft Silverlight and set the license type to "excluded". Is this the only way? We have 2000 scanned software, if we have to add a license for all those applications we have to spend a lot of time. Hope there is a fix for this. Regards, Danny
Change Management - Migrate To New Status
If a technician was to click on the link and change a status what actually happens? Is it just a request to a change manager or does it actually implement the proposed status?? How do we hide this if we don't want people clicking on it??
SDP reply templates formating and Microsoft Outlook
I am currently running SDP 9.4 build 9409 and the support groups in the application submit any changes they need done by an admin to my team. When they need to add a reply/resolution template to the system, I notice the format is never the same as what I received. I receive the templates through a ticket in SDP and I copy them to Microsoft Word and I merge the destination formatting in Word, but after when I paste them in the SDP text editor for the templates, it looks good on the screen but when
How to manage one Change (means only One Change ID) with UAT and Production?
Hi all, We are using ServiceDesk Plus 9.4 build 9402, regarding Change Management module, i have a question : How to manage one Change (means only One Change ID) with UAT and Production? Our procedure is : we initially received requester' request the change, and come with change details. After risk assessment then send to Approver for approval. Once received work commences on development, moves into staged environment for UAT if UAT passes then the change is authorised by same committee or other
VMware ESX monitor now includes Storage Adapter stats
As of version release 13.8, we have revamped the monitoring of VMware ESX/ESXi. Now, you'll be able to monitor VMware storage adapters too! Before the introduction of VMware storage adapter monitoring, integration with a storage monitoring application was required to view storage adapter stats. This augmented version completely eliminates the need for a separate integration with a storage monitoring software. Now, you'll be able to access different storage devices, view and compare the reports
Import software installed thru csv
Is it now allowed to import software installed in workstation thru csv ? Or we can have some methods to do it instead? Thanks.
Onhold not reopening
I've recently been informed of a number of our tickets not changing from onhold to open when receiving email responses from anyone other than the requester. The email is received and added to the conversation history but the status remains onhold. Is this a known issue?
Going insane over here - Error "The specified network name is no longer available"
All, Desktop Central v10 has been running superb here for well over a year - but sometime in the last few weeks (possibly after a router firmware upgrade) something has happened to my DS server - either it's DNS entries or something unknown (Possibly router?). My setup: There are 8 physical machines on my network and a few VMs that I use for testing OS builds. This is a workgroup setting and ALL machines are part of a workgroup - simply called WORKGROUP. Within DesktopCentral - when I ask it to look
Changing AssetExplorer Server port
Hi, I wanted to use port 80 instead of 8080 and changed the settings from Security Settings. All worked fine without a problem. But Asset scanning was failing. Aeagent.log file was showing errors and indicating that it was still trying to communicate on port 8080. How can I change port setting for AssetExpolorer ? Thanks.
Overtime
Hello, our operation time is: Mon - Fri 09 - 18 when ticket opened at 16:00 and resolved at 19:00 .. the elapsed time would be 2 hours according to the operation time CMIIW is it possible to have an additional field like overtime? so in this case, the result would be: elapsted time = 2 hours overtime = 1 hour(s) need help thanks Don
Menu Buttons
Hi, When we have open incidents and we want to add notes, we see above the incident number some buttons like "Edit/Close/Assign/Actions/Reply/ etc" We would like to have a button/option which is ADD NOTES. which is now located at Actions. Is that possible to create it or isnt it? Now i have to navigate through the action options to get there and it would be easier to add the ADD NOTES button. See attachment. Like to hear from you if it's possible and if yes how to? Thanks. Kind Regards
User Creation
Can the password be removed from the attachment that is sent in the new user creation e-mail?
[Free Webinar] Manage your client organizations efficiently with Password Manager Pro MSP
Hi All, Our next and final session in the Password Manager Pro Masterclass series is titled "Password Manager Pro MSP: Managing organizations," scheduled for November 15th. Click here to register for the session. This session will show how you, as a service provider, can efficiently manage your client organizations in Password Manager Pro and take care of their critical IT resources. Managing client organizations, establishing replication settings, and enabling client collaboration. Password Manager
$COMPLETE_JSON_FILE question
regarding the way powershell calls in $COMPLETE_JSON_FILE This is not the same json object you receive by making an api call to view a request.For instance, any custom $obj.request.udf_fields will not be exposed the same way the $COMPLETE_JSON_FILE is, it looks as if the latter already converts any custom fields to their label names and values, right on the root request object. So i am having difficulty in thinking up a way to test my scripts against the actual $COMPLETE_JSON_FILE object that my
How can I customise the Request Window Technicians Look at?
Hi Team, How can I Customise the Request window when I click on a request? From this default layout: To something more like this:
Important: SDP IOS Push Notification certificate has expired.
Dear User, ServiceDesk Plus IOS push notification certificate has expired. Hence to overcome push notification issue, please follow the below steps : 1. Shut down the Servicedesk Plus application. 2. Navigate into <SDP_home>\conf folder. 3. Download the "SDPProductionCertificate.p12" file from here and paste it in the above mentioned location. Delete the existing file. 4. Start the application. We will include this file as a part of next hot-fix. Regards, Edwin Vasantha Kumar Servicedesk Plus Team
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