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?
Here we come - Dallas & Houston! Free ITOM Seminar for your to learn and explore IT Operations management solutions.
Hello everybody, We are gearing up to meet you at for an action-packed day of new learnings and product demos at our free IT Operations Management seminar, and we'd like you to come along. We have interesting sessions on network, server, and applications management that are aimed to help you meet your business demands. You can participate in the interactive demos of our solutions and learn how to get the most out of your IT. You can connect with our product experts and peers from your city, make
How to manage you network & server performance? Learn for free with this free online training.
Hello there, It's time for the next series of free training on OpManager! New to OpManager? This is the best time to join this training and learn how to use our solution extensively. Already using OpManager? We'll be talking about the new features and enhancements in the solution that would bring in more ROI to your business. So make sure to attend this session to get the most out of OpManager. Our five-part training series covers every OpManager module in detail. Reserve your spot and
How can I create a report to display all Categories and sub categories.
I need a report to view all Categories, with their associated sub categories below them
Button for escalation (status and assignment change) in Request View
Hi, we have an SDP instance, with only one type of request template and 2 types of technicians: first level support and second level support. All the requests will be opened only by "first level support" technicians. It is possible to make a button, on the request page, for change the request state and/or change the support group assignment. Thank you. Simone
TR069
Hi Team, It would be very helpful if the application OpManager or NCM allows administration by the TR069 protocol, it is a trend that is being used for the remote management of the devices. regards Marcelo
Can not import personnal passwords when user language is not english
Version 9700 Steps to reproduce Create a new user and set his language on French. Log in with this user account and try to import a CSV file in Personal section. What is expected? Every passwords in CSV file should be imported. What is actually happening? At step 2, I can't see every fields/colums. I just see Tags field.
Dependencies Map - No Jump for line cross
Is there a plan to redesign the Dependencies map for Service Catalog? Right now, the design highlights the line when you hover your mouse on a task. One thing that can solve this not so good design are line jumps in workflows:
Previous start failed. Please, Reinitialize DB and restart server
I am getting the following error from the wrapper.log filr while trying to start thge pmp-service. STATUS | wrapper | 2018/06/22 14:16:54 | Launching a JVM... INFO | jvm 1 | 2018/06/22 14:16:54 | WrapperManager: Initializing... INFO | jvm 1 | 2018/06/22 14:16:54 | Starting Server from location: /###/###/ManageEngine/PMP INFO | jvm 1 | 2018/06/22 14:16:54 | This evaluation copy is valid for 29 days INFO | jvm 1 | 2018/06/22 14:16:56 | Previous start failed. Please, Reinitialize DB and restart server
Resource Ownership Report
Is there a way for me to create an resource ownership report?
Timezone for all requesters.
Hi, Is there a way to update a query for the requester's list to update timezone like this URL. Please find the queries given below to change the timezone for all customers. From the result of first query get the timezoneid and replace it in the second query instead of timezoneid = 615 1) select * from timezonedefinition where displayname like ‘%Israel%’; 2) update sduserprofile set timezoneid = 615 where userid in (select technicianid from helpdeskcrew); Thanks, Pramod K
First Response True/False variable for views
Is there a way to build a view filter that encompasses the basic idea of "First_Response=False"? This would be so that we could build a View around it and see immediately which tickets haven't been responded to yet and as they are responded to they would be taken out of the view. I've tried using Responded Date and the selections/variables available but it only allows me to pick a static date and not a variable like "Less than or Equal to: Today". I've also tried using the Response DueBy Time column
Changing to custom ticket status upon successful approvals
We are in the process of changing our ticket statuses. When a ticket has completed all approvals, it goes from a hold status to an open status. Is there a way to change it so that the ticket changes to a custom status of In-Progress, after the approvals are completed? Thank you.
Comply with the GDPR with ADManager Plus build 6633 enhancements
Dear users, We are pleased to announce the release of ADManager Plus 6633 which includes General Data Protection Regulation (GDPR) specific enhancements. Enhancements to help ADManager Plus users comply with the GDPR. The user will be prompted for consent while integrating with third-party applications. While adding custom LDAP attributes, administrators can specify if the LDAP attribute belongs to PII (Personally Identifiable information) category. During deletion of technicians, you can enable
[Tips & Tricks] How to enable two-factor authentication for Windows logons using ADSelfService Plus?
With cyber-attacks on the rise, only having passwords as a defense mechanism is no longer safe. An additional filter is required to weed out unauthorized users. ADSelfService Plus handles the above issue by supporting two-factor authentication (TFA) to all Windows local and remote login attempts. Once this feature is enabled, users will be required to input their Active Directory domain credentials, and additionally get authenticated via the selected TFA method configured in ADSelfService Plus.
Retired or draft solution topic - can this be hidden from specific technicians?
Hello, I was wondering if there is a possibility to hide a specific topic from the Solutions tree from a group of specific people (not end users, but technicians - so Self-Service portal is not an option) I want to keep there only "Retired" solutions and/or drafts that should be checked by admins only (I know we can keep those under the Unapproved status but my main concern is keeping the Solutions results as small and as possible, with minimum results) As a workaround I tried to delete all keywords
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