REST API - Get all open request from filter
Hello, I'm having trouble getting the REST API to list all the request that we have in a custom filter. This seems only to list something like 35 open request under "All Open Requests". What am i doing wrong here? https://***************/sdpapi/request/?OPERATION_NAME=GET_REQUESTS&TECHNICIAN_KEY=**************************&INPUT_DATA=<Operation><Details><from>0</from><limit>100</limit><filterby>GARANTI/REKLAMASJON</filterby><status>open</status></Details></Operation>
SD API Problems
Hey there, So today I started to mess around with the API. Right now I can only get the API working with XML even though the documentation linked under the Admin panel lists JSON as the INPUT_DATA format For most of the operations, INPUT_DATA is required. It is given as a JSON string along with the parameter, while the Attibutes and their values are sent along with the input data. On the other hand, the Response is exposed as JSON or XML string . {{SDPSERVERURL.com}}/sdpapi/request?OPERATION_NAME=GET_REQUESTS&TECHNICIAN_KEY={{APIKEYOMITTED}}&INPUT_DATA=<operation>
Bandwidth Report- PDF Option
In the Bandwidth Report when I click on the "PDF" button the report saves as "application/octet stream". I've tried both Firefox and Internet Explorer, neither one will save the report as PDF. We are on build 12300 and need the ability to save the reports as PDF.
Status of SDF-51449
SDF-51449 doesn't appear to have an update against it on the SDP Features List, but I was able to find a reference in the roadmap (Additional Fields for Projects) and one forum reference from mid-May. Is there a rough timeframe from Implementation (now over two months ago) to testing and release?
Passwords imported from Keypass missing
We have recently migrated over from Keypass and many passwords are missing. They were imported but we cannot find them because they didn't have a username. These passwords are used for for RADIUS shared secrets and VPN pre-shared keys that usually do not have an associated username. When trying to manually add them into PMP I being forced to have to create a user for the associated resource. I then tried to create a new resource type that would require a username but sadly it would allow me to create
Creating multiple tickets from service catalog
Is it possible to generate multiple tickets from a service catalog? Example: I need to onboard 5 employees: Employee 1 Employee 2 Employee 3 Employee 4 Employee 5 All employees are identical but it seems there is no way to generate 5 tickets from a single service catalog.
Access Control - AD users - Feature Request
With the access control we can enforces users to raise a request to view the passwords of selected resource(s), but it don't works when we use domain accounts (use currently logged in AD account), so the user can connect in the resource without approve. It will be very useful if we have the option to enable 'AD User request approval before connection' (user currently logged in AD account), because this way we will be able to audit any and all access to the resources. We don't want to disable the
Trouble setting DueByDate using Field and Form Rules or API
I have a lot of cases where I want to change the Due By Date on a Request to the value in a custom date field. The most obvious is for employee terminations. In some cases we get those several months in advance. I have a custom Date field named Termination Date and would like to set the Due Date to that so I have the following script set under field and form rules for form submission: var d=$CS.getValue("GUDF_DATE2"); $CS.setValue("DUEBYDATE",d); This doesn't seem to do anything. As an experiment
Time elapsed metric in ticket report
Can you confirm that the time elapsed field (TIMESPENTONREQ) in the ticketing report is the amount of time from the creation time\date to the time of running the report? Or is it the amount of time that the timer on the ticket is running? We are looking for the total ticket age. Thank you.
Creating shared groups
I have installed a trial version of Password Manager Pro, currently I am evaluating the product. I have created 2 user accounts, both are administrators. Lets call them user A and user B. With user A I have created 3 groups and gave user B full access. In each of the group I created several resources. When I log in as user B and browse to Resources, I can see all the resources that were created with user B but I cannot see the Groups that were created. Am I doing something wrong or is it normal that
Webinar: Preparing for the GDPR with privileged access management
Hi All, With 11 chapters, 99 articles, and 300 pages of text, the European Union's General Data Protection Regulation (GDPR) is undoubtedly one of the most complex regulations of recent times. IT teams, security analysts, CIOs/CTOs, and even C-level executives are finding it difficult to decode the GDPR's technical terms and devise a plan of action. Like it or not, any company that handles EU consumers' personal data needs to be GDPR-compliant on or before May 25, 2018. And the GDPR isn't just another
Form/Field Rules: Remove Task from Dependancy Map
We would like the ability to use form rules to disable/remove a task from a Dependancy Map without breaking the task flow. When trying to use forms to automate a workflow via tasks --- tasks are enabled/disabled based on the form input -- we run into issues when a task is associated with each other. If a task is 'unset' based on a form rule, it removes itself as a dependancy but also fragments the overall task mapping.
Separate Categories by Department
I added a department to SDP. After adding additional categories for the other department, it now lists them all and it's too much to see all at once. With other help desk software I've used you can separate categories to only show up for certain departments, but can't figure out how to do this with Service Desk Plus. Is there a way to make it easier to use the software with multiple departments?
AlarmsOne Use Cases - 04 : Escalation policy
Scenario: Kevin is the IT operations manager in Zylker corp which runs an online business. It is necessary that Kevin has to make sure that their website is up and running at all times. He has Kumar in his team, who takes care of the website issues. The team communicates using HipChat and uses Site24x7 to monitor their website. In case of an website outage, how can AlarmsOne help Kevin to make his business up and running soon? Solution: Kevin needs to create an escalation policy which will notify
notification rules issue
Hi , I am facing an issue in Support Center Plus with the notification rules. I have set the "Alert the following Support Reps by Email when a new request is created" option but when I click on the "Choose" button to select which reps to notify nothing happens. Can you please help with this problem? I am on build 8009. Best regards, Allistair
Additional field in Service Catalog form - Requester
We have a service catalog template to request to add a new user. We would like to add a new (dropdown) field called Line Manager. This needs to have the full name of all requesters. Does anyone have any suggestion how to do this?
Query Report History by template name
Good Afternoon. I 've built a working query for reporting tickets that were previously in critical status. However, I only get results when I query for 'this month' and nothing for 'last month', ' last quester', 'last week' etc. Thank You in advance. SELECT qd.QUEUENAME AS "Group", sdo.NAME AS "Site",pd.PRIORITYNAME AS "Priority", qd.QUEUENAME AS "Group", wo.WORKORDERID AS "Request ID", aau.FIRST_NAME AS "Requester",wo.TITLE AS "Subject", ti.FIRST_NAME AS "Technician",longtodate(wo.CREATEDTIME) AS
Report Filtering on Dates & Hours?
Hello, right now I run a customized weekly report that tells me the metrics for closed tickets by my technicians for the week. Ours is a little odd in that the cut off of each week begins/ends on Wednesday at 14:00 local time. But our report only provides me the ability to date range by days, not by hours. Does MESD reporting actually have the ability to drill down by hour or am I stuck with date range filters only? Thank you.
Check your helpdesk vitals with an FCR status report
No one likes to wait in long queues for a service or to get an issue fixed. Which is why FCR or First Call Resolution is an important metric for a helpdesk. For one, it's a good measure of your technician's efficiency to solve tickets upon first contact, and two, it's a great indicator of customer satisfaction. Although FCR is a combination of many factors - complexity of the ticket/issue, type of issue, expertise of your technician, and the tools available at the time - it is still a good diagnostic
Updated Admin Guide
Hi just want to confirm when the admin guide will be updated: the last version available online is version 8.2, link: https://download.manageengine.com/products/service-desk-msp/help/ManageEngine_ServiceDeskPlusMSP_8.2_Help_AdminGuide.pdf Regards
Report Based on request type
Hi There i am just wondering whether there is way to query a report based on specific service catalog Request. We have service catalog request with a subject name- "Non-Fonterra Device Registration" which gets used on weekly basis. Just wanting to generate a report for that specific request based on subject TEXT on monthly basis.
Timespent values in database
Hi, I need to pull the timespent values from the SD database into our reporting tool. I have found these tables; servicedesk.public.wo_assessment servicedesk.public.wo_status_info I can't work out how the database holds timespent by a status if the ticket is still open. I have attached an example which shows the timespent value for 2 status' but the last doesn't have a value, I gues because it's still open. Where can I find the "counter value" the tool uses to display it? Thanks, Lee
Need support for upgrading the version 8316 to 9.3
I am looking for the support for the version upgrading and migrating from 8316 to 9.3. Please help me out
Release Environment Management
Hi guys - I'm wondering if anyone has used ServiceDesk Plus or any other tools for managing test environments during a software implementation project involving several iterations of development? I have 15+ environments with various applications and integration components that need to be tracked by version, configuration, usage, etc. Can I use Asset management features and have them grouped or bundled into 'environments'? Or are there any other solutions out there that others can recommend? Let me
Notify user when request is approved
Hi. Is there some automated way of notifying a user (not the requester or technician) when a approver have approved a service request?
Quick create picking up wrong requester info
When you use the quick create form for a new request, the information picked up and destination for notification is for the person creating the request, and not the requester as entered in the form. Is this a known issue?
CSV to SR template
Can i directly import my csv to a particular service catalog template?
Feature request for PO module
It would be nice to be able to add the Cost Center to the Purchase Order search screen so we can filter on this field.
Help - Problem after activate the license
Some window has disappeared after activate the new license · The screen shot before activate the license that shows the windows (1.png) · And this is a screenshot after the upgrade shows the windows have disappeared (2.png)
error when migrating database
good morning I am currently migrating the database servicedesk the migration is from postgresql to sql server during the process I generate the following error: Please wait ! Restoring in Progress................... Error Tables : wordmap,wordoccurrences,errorlog 0-----------------------50------------------------100(%) ================QUERY = INSERT INTO DepartmentDefinition (deptid,deptname,depthe adid,phoneno,fax,siteid,deptdesc,isdeleted,ciid) VALUES(36024, N'BANCA DE EMPRES AS', NULL, NULL, NULL,
"Enforce password policy during resource or password creation"
I'm posting this for the benefit of others. It's something I just learned from PMP Tech Support, which is completely undocumented and not obvious. "When you add a resource in to PMP, by default the resource level policy will be applied to the accounts added below it. Unless you change the policy at the account level, the account policy will remain the same as that of the resource. "An account level policy can be applied either during the account creation or after the account creation. If the option
Send user and password as parameter in Jira Implementation
Hi, I will make a Jira integration for the service desk plus. The file Jira.xml need a user/pass for connect to the Jira over the rest api and my intention is not use and service user in jira and use the Service Desk Plus User/Pass to connect Exists some parameter like $USER $PASSWORD that pass this parameter to the jira rest api?
[Solved] : New Gallery Feature
Is there a way to preview the reports/dashboards listed in the Gallery? Whenever I click on any item I get an error message Sorry!! Unable to display this page. It would be helpful to see what these new items are before copying them to our database. Also am unable to copy reports. Get the following error: error while copying reports.
RecoveryManager Plus Rolls out Build 5320
Hello, Everyone! We are glad to release the latest version of RecoveryManager Plus build 5320 which comes with the ability to backup and restore Windows file servers. New features: Windows file server backup & restoration: Backup and restore Windows file servers. Bare metal restoration: Restore your Windows servers from scratch. File/folderFile/folder/volume restorations: Perform file, folder, and volume level restorations of your Windows servers (file servers and DCs). Virtual environment File/folder
E-mail sending
We are having issues with new request email notifications being sent to technicians? Emails are sent when a request is assigned, appended with an update or closed as normal. It is only affecting emails for new request notifications. I have double checked email server settings (which are working as all other emails are sending correctly) and junk notification rules.
Hide asset field and other field from Requester Details
Can anyone point me to the direction where I could hide the Asset field and all other unnecessary fields from the Service Catalogue form?
Reset user's PMP login password?
With a PMP local authentication user an administrator can set the user's initial password, can the administrator also reset the user's password if the user forgets their password? (as my PMP setup has no mail server for the forgot password function)
Resources in Service Catalog
I'm currently looking at overhauling our Service Catalog within ServiceDesk+. Specifically I'm looking at the "Resource Info" section. On the right there is an option to Add Resource. In this screen, you can also edit the existing questions by clicking the Edit option. For example, this drop down menu, you can add or remove to the highlighted area. 2 things I need to know: 1) I can't seem to find a way to delete the actual resources themselves. I can add news ones or edit existing, not delete.
E-mail sending
Guys, For the third time in a short period i have structural problems with sending e-mail from SDPOndemand. I use my own Exchange server for years. Suddenly, a few weeks ago, problems started appearing out of the blue. I have no idea where this comes from or why this is happening and honestly - i don't care. I want it finally resolved. It has come to the point where our mayor is now asking us questions... Next to that i've always used SMTP port 25 or SMTP with TLS (587). Port 25 gives me "Failed
Script Master 20 : Auto share request to users specified on a request field
Hey Guys, We are sorry for not posting a script for a while. Here comes our next script on our series, https://resources.manageengine.com/resources/resource/auto-share-requests-to-users-specified-on-a-field
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