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"Windows 10 Pro for Workstations" OS is recognised as Windows 10 Beta (x64)
Hi, cloud it be, that DC has a problem with the detection of the OS "Windows 10 Pro for Workstations"? On our new Dell Precision Workstation "Windows 10 Pro for Workstations" is shown as "Windows 10 Beta (x64)" in the System Details.
Request Closing Rules do not affect Service Catalog items
Under our Request Closing Rules, we have the fields Impact, Request Type and Priority selected. These are also mandatory fields when creating requests. This all works fine, however I've noticed that requests raised via the Service Catalog can be closed without completing these. I assumed that Request Closing Rules controlled this, but it doesn't. Is there another area that controls this for Service Catalog items?
ServiceDesk Plus 9411 Released
Dear Users, SDP 9411 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9411 SD-71715 : When multiple users access Incident templates or service catalog and its templates at the same time, application fails to create corresponding cache for these operation. This in-turn causes crash issue. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
Red-card your storage issues! Attend our free webinar.
Hi there, OpManager's storage monitoring add-on is here, and it's loaded with features including RAID monitoring, tape library management, storage area network (SAN) monitoring, and Fiber Channel (FC) switch management. On July 26th, we'll be hosting a free webinar where we'll discuss the importance of storage monitoring and how this add-on can make storage management easier for you. Date: 26th July, 2018 | When: 11.30 AM EDT | Where: Online Join us and learn about: The basics on storage solutions.
How do I pass the SOX compliance audit using Exchange Reporter Plus?
A few weeks back, we discussed how Exchange Reporter Plus helps you comply with various regulatory mandates. There are several industry regulations on messaging compliance that you need to adhere to, to ensure your email data is secure. What is the Sarbanes-Oxley Act (SOX)? SOX primarily deals with the protection of financial information. It doesn't directly refer to emails, but you still need to ensure that an email containing financial data is transferred securely. Some requirements of SOX include:
create change from service request including resource value
Hello Community, i Created some service request template with resource form. when i tested if i was able to create a change from service request with this template , i ran into this issue : No value of the resource section (seem to be named Asset Details when runnning the form) were copied to the change request. how can i add these value's from resources into my change request ? Regards, Martin
SDP service down
We are using SDP 8.1.0 Build 8107 , we have recently migrated from windows 2003 32 bit to windows server 2008 Sp1 32bit server. on windows 2008 standard SP1 32 bit hdms service down frequently some time once in a day, or twice in a day. Please guide what to do
SDP service down frequently
We are using SDP 8.1.0 Build 8107 , we have recently migrated from windows 2003 32 bit to windows server 2008 Sp1 32bit server. on windows 2008 standard SP1 32 bit hdms service down frequently some time once in a day, or twice in a day. Please guide what to do
How do I get the API to return JSON
When using apidoc to test the API, it always returns JSON. When I use the exact same url/query, it returns XML. Why? eg) https://<server>/sdpapi/request/126303?OPERATION_NAME=GET_REQUEST
Add attachments to resolutions through API?
I have been working with the API on and off for about 6 months now. I'm looking to add an attachment to the resolution (like you can through the gui) via the api. Are there any examples of doing this I can look at? I can successfully manipulate attachments to requests themselves, but I'm unsure how to specify that they're for the request resolution.
Custom views "contains" criteria
Hi, When creating a custom view in SDP and selecting for example "Requester" or "Technician" and then the criteria "Contains", shouldn't you be presented with a text field instead of a pick list? SDP 9335 and MSSQL Regards, Alexander Nordin Region Halland
Change Password Manager Pro Login screen
Hi, I want to change my Login background picture and delete the color layer over the background.
Filter Requests by Request ID on the Requests Module table
How do I quickly filter the list on the Requests Module using a list of Request ID? I want to also have the ability to export the list to .xlsx format and the Request ID on the exported file should be linked to the Request details. I am looking for something similar to Service-Now's List View Filter named: Is One Of
Free Webinar - Deliver better IT services integrating your ServiceNow & Desktop Central.
Perform more than just handling tickets on ServiceNow! Join us for a free webinar to learn how to get started with Desktop Central's new ServiceNow add-on. Date & Time: July 27th at 11:00am EDT Seats are limited, Register now: https://goo.gl/TiW2cz Better Help Desk software, Better business, a happier you!
API and .NET class
Hi has anyone written a decent .NET Class (VB Preferred) to consume the Service Desk API? I am having issues with finding decent sample code in .net I just want to log a simple ticket from another application but having issues with the json requirements
Resolution Time in Time Elapsed Analysis calculation
What is the logic/purpose of this calculation? See my attachment. What math makes up the Resolution Time in the "clock" tab and why? In the attached, the original SLA was 70 hours It appears to be SLA + non open or closed time. What us this number trying to represent? We're on 9409
How To Import and Report Address Information (MAC and IP) for Multiple Interfaces
Values can be entered one-at-a-time by manually editing a server's details. The GUI allows me to add multiple interfaces on each server and assign both a MAC and an IP address to each interface. But when I run a report, only one interface is reported per server. I can import one IP address per device from a .csv file, but can't find a way to import MAC addresses, nor am I able to import more than one address per device. Please advise how to do the following: (1) Import more than one interface per
Service Request API Key
Hello, I am able to pull information from Incident requests using the API key string: https://server/sdpapi/request/19515?&TECHNICIAN_KEY=************************************** But if I try to do the same for a service request, I get: <?xml version="1.0" encoding="UTF-8" ?> <API version="1.0"> <response> <operation name="GET"> <result> <status>Failed</status> <message>Error when performing required operation.</message> </result> </operation> </response> </API> Ideas?
SCP wont start after latest update
After installing the latest update the service wont start Please help me get it back online Tom
Repeat your escalation policy till an alarm is closed.
AlarmsOne has been helping you notify the right users at the right time using escalation policies. At times, some critical alarms remain unresolved even after the last person in the escalation policy has been notified. To help you make sure all alarms are resolved, we have provided an option to repeat the escalation policy until the alarm is closed. You can manually enable the repetition and execute the escalation policy again to repeat the notifications. You can also choose the time period to wait
Problems with Field and Form rule using Approval Status
I'm guessing the answer to this will be the usual "we've logged this as a bug" or "upgrade to version xxx" but I'll try anyway. I'm trying to configure a Service Catalog item that requires Approval. When the ticket is logged it sits in one Support Group. What I want to do is configure a form rule that moves the ticket to another Support Group once it has been approved. At first glance, this seems simple. I can configure a "On Field Change" rule that looks for Approval Status = Approved in the Conditions,
Free Webinar: How Password Manager Pro can help you comply with the GDPR.
Hi All, After much lead-up, the General Data Protection Regulation (GDPR) is finally here. Despite the fact that the European Commission gave organizations around the world plenty of time to prepare for the GDPR, many find that achieving compliance is a challenge considering how slow and painful privacy policy updates can be. One way to quickly become GDPR-compliant is by employing the right tools—tools that come with strong, built-in controls to protect any form of personal data that is stored or
Workflow Notes
Hi, I have noticed Workflow notes don't seem to clear after a period of time. I have notes over several years old which we don't need. How can I clear these up (As database maintenance only affects the alarms and stats databases), or can I request it is an option in database maintenance. Thanks
Custom criteria on custom triggers
Hi all, I have a custom field in my service request form called company which I want to use as a criteria in one of my custom triggers. Is there any way to create custom criterias to use them in triggers? Kind regards, Armin
software licenses not showing
Hello, Software Licenses are not showing when user tries to allocate new License Agreement to Software License
Jira Integration with attachments
Hi, I have successfully setup SDP and Jira to create jobs using the Jira.xml, Has anybody managed to get SDP to send any attached files to Jira? we receive quite a few cases with screenshots attached that need to be passed onto our dev team.
[Tips & Tricks] Asset Auditing With Mobile Barcode Scanner using ServiceDesk Plus
A number of clients have been requesting the capability to perform a simple audit of in-situ assets using a simple mobile barcode scanner to record the date and time the asset was last seen. With the enhanced capabilities of the ServiceDesk Plus mobile app in conjunction with ServiceDesk Plus Professional or Enterprise On-Premise solution it is now possible to add and retrieve asset information via your mobile device. The following shows the Asset screen in the ServiceDesk Plus Mobile App and the
Introducing 1-on-1 expert sessions to help you build custom reports
Got a question about building custom reports from your data? Struggling with authoring aggregate formulas to get specific KPIs? Or, wondering how to modify a pre-built report to help you look at specific metrics? Here's your chance to talk to our experts, and get all your report-related questions answered. Excited? So are we! Pick a date and a time slot suited to your region, and we'd be happy to help you. Sign up here. Please note that our experts will be available for 5 days a week, except on
change "scheduled_start_time"
Hello, friends Please help me with writing request for change task details: "scheduled_end_time" и "scheduled_start_time" I try to write like this: http://ServerName:8080/api/v3/tasks/15?format=json&TECHNICIAN_KEY=***&INPUT_DATA={"task": {"title":"TaskName","status": {"name": "Open"},"scheduled_start_time":{"value":1529989200000},"scheduled_end_time":{"value":1529992800000}}} But the task (№15 ) is not changing, but a new task with the specified dates is created How to change an existing task, and
Cleaning system log locks SDP
Hi, Yesterday we had an incident with SDP when i tried to delete all entries in the system log. The CPU-usage went to 95-99% on our server and stayed there for 30 minutes until i restarted the SDP-service manually. The system was unusable for all users during this time. What is the best approach for keeping the system log entries to a more reasonable amount? We now have 2492587 entries dating from 2016/10 until today. I read somewhere on this forum that the system by default cleans the log every
Problem with version 123129 custom monitors
Hello After upgrading to 123129 then custom string monitors started to give me random values. They showed correct information before the upgrade. snmpwalk -v 3 -u user -l authPriv -a MD5 -A password -x DES -X password XXX.XXX.XXX.XXX .1.3.6.1.4.1.2021.10.1.3.1 UCD-SNMP-MIB::laLoad.1 = STRING: 14.40 This is load average 1minute for linux. In opmanager i have custom monitor saved as (.1.3.6.1.4.1.2021.10.1.3.1) and it now shows 0 or 16775170 or 1539 or some other random value, but before the upgrade
Buisness rules don't work for technicians
I defined a simple buisness rule, to set the group and category fields of an SR, if it arrives to a specific mail alias ( that is the value of the "To" field ). The BR works if the senders are users but not if they are technicians. Can you explain why is that and how do I make BR work for technicians? Thanks, Oren
A simple buisness rule - What am I missing?
Hi All, I am trying to define a simple buisness rule that will set the group field, based on request subject: But when I created this request ( via E-mail ): The group field is not assigned. So what am I missing? Thanks Oren
Error after migratet SDP
Hello to all. on Thursday a migrate my SDP 9.3 Build 9335 2k3 x86 & mysql -> 9.3 Build 9335 2k12R2 x64 & MSSQL2008 Sp3 at first glance, everything worked, but today I noticed that there is no way to join the requsest. when i tried to merge i have error banner (in attachment) trace log in atachment. Backup with backup.bat work without error. Anybody have any idea?
User portal configuration
Hi Is there any way that the options on the User Portal menu bar (underneath the logo and home icon) can be changed or removed? We would like to remove the "Request Catalog" and "Search" options so that only the widgets are used. This is for two reasons: continuity for users - access info from one place not multiple places, and spelling - it is Catalogue not Catalog where we work. I don't seem to be able to find those settings. Cheers
custom ticket statuses not reflected in dashboard
Is there a way to reflect any custom statuses in the 'Requests by Technician' dashboard widget? We needed to change statuses and now it does not reflect the accurate counts per tech.
Can't add relationship attribute
Hi I'm running a script that adds a relationship between two CIs. It work but it dosen't enter the value for the relationship attribute. There is a attribute for the relationship which I can add manually. I can't add the relationship with the attribute from the API documentation either. XML: <API version='1.0' locale='en'> <records> <relationships> <addrelationship> <toci>System Z</toci> <relationshiptype>Managed by</relationshiptype> <relatedcis> <citype>Technician</citype> <ci> <name>Some One</name>
Spam filter from address
How can I restrict emails from other domains than mine if Exchange configured to have sender name in [Sender] and email address in [From] field, but servicedesk spam filter can't use [From] field - only [Sender] allowed?
Change DUEBYDATE using API
Hello. I form the query: /sdpapi/request/1059?format=json&OPERATION_NAME=EDIT_REQUEST&TECHNICIAN_KEY=***&INPUT_DATA={"operation":{"details":{"technician":"Ivanov Ivan","duebydate":"1529914740000", "frduebydate":"1529914740000"}}} but the date does not change. Tell me, please, where am I wrong?
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