API v3 - Return More than 10 items
What is the proper format for the URL to return a list of all the technicians. I can't seem to get the syntax correct. This always returns 10 technicians: https://lanvera.sdpondemand.manageengine.com/app/itdesk/api/v3/technicians?input_data={"list_info": {"row_count": 20}}
"Mode" Field Auto-Populate when Incident is Submitted
Hello, I was wondering if its possible to make the "Mode" field within an incident auto-populate based on the method it was received. For example, If a customer e-mails the service desk about an incident vs placing a ticket on the portal. I noticed it autopopulates on the technician's view when a ticket is submitted via e-mail. However, If the customer places a ticket through the ServiceDesk Plus portal, that field stays empty on both the requester and technician's view after the ticket has been
Communications to Third Parties from within a ticket
Is there a way to start communications to pre-defined third parties from within a request/problem? For example, if a problem is for a failed device that we have support for - to be able to "Contact Vendor" or "Contract Support" in order to continue the process within the Service Desk instead of breaking out to E-Mail etc.. Status can then be set to "Await Third Party" until they respond - keeping all comms inside the ticket. This side of the comms not being visible to the requester. Likewise for
Delete core objects in ServiceDesk Plus Cloud
I see that there are default core objects in SD and I want to delete them but it will not let us. I am the owner of the instance and it will not let me. Keeps saying its tied to another source but I cannot find where. Is there an easy way to delete default objects?
FCR in a Template
Is it possible to create an Incident Request Template that is set to "Closed" with FCR and User acknowledgements pre-checked? I can't seem to locate that option in the Template creation fields.
Masterclass 2020: Session 1- Managing major incidents with ServiceDesk Plus (29th April)
Join the Masterclass series 2020 to learn how ServiceDesk Plus can help you handle everyday ITSM challenges in an effective way. In the first session, on 29th April, we will discuss how you can leverage various capabilities and integrations of ServiceDesk Plus to handle a major incident, explained with a real-life incident faced by an internet service provider. In this session you will learn about: Integrating ServiceDesk Plus with tools like OpManager Automating ticket handling processes through
Using filtering options in the API
Hello I've just started using the API, I've been using PostMan to get familiar with the specifications. I've successfully managed to get past the authorization steps. However, I'm trying to use the "list_info" and "row_count" setting. But It doesn't seem to work. I attach a screenshot.
SDoD means to change Default site assignment - no requests without a SITE option
Hello, I noticed following issue. Once e-mail created request is received and created there are no means to change request "Site" assignment if request was created as "not in any site" or "-" . I understand Site is based on Requester settings and deprtment. But if this is a new requester or simply Site is not in DB this request will ONLY get SLA and Automation rules from Default Site. We can shift requests between different technicians Groups but if I have different SLAs for technicians in other
Migration Tool or Guide
Hi, I would like to ask if there is a tool to use for cloud migration. We are currently using SDP on prem and planning to move to cloud.
Problem template status field
Hey is it possible to set form template status field value of our choice currently it by default value take is open i want to change that value on form load . Please suggest a way to do that
With one email address, we cannot login to multiple organizations of Service Desk Plus Cloud.
With one email address, who has already joined to another organization cannot to join our organization. We cannot do what we can do in the other cloud service such as "Salesforce". We use it in communities to build an ecosystem with several companies. With each own one email address, we want to make "ServiceDeskPlus Cloud" available in various domains, regardless of the service usage in each company.
Set Standard Subject in SDP CLoud
I would like to know how I can have a Service Desk template that asks for certain information NAME, COMPUTER_NUMBER, etc. and then upon Submit it changes the subject line to something like: Subject: NAME has been assigned computer number: COMPUTER_NUMBER That way, all requests made by that Service Request Template all have the same subject format as well. I did this with Execute Script in form rules with On-Prem, but can't figure out how to do this in the cloud. Thanks,
Dashboard Widget - Requests by Group
I love the new dashboard layout and widgets to create your own. This is working out well for us. However, I've noticed that I don't have a widget to sort "Requests by Group". This would come in really handy for us since I assign tickets by group to most area. Thank you.
View Tasks and Requests on One Screen
Is there a way to see both the requests and tasks that are assigned to you on one screen? Unless I am missing it, my team and I have to check under requests and tasks to see what is assigned.
SDP User Introduction
Has anyone drafted any documentation to be shared with users introducing SDP and the basics of how they can use the product. I figured I would ask the group before starting from scratch to develop my own. BG
SDP and Email filtering
Is anyone using the ServiceDesk Plus hosted version with any email content filtering apps like Barracuda, or Mimecast. I would like to hear how you got around the email configuration of the appliance not connecting.
Incident Template
We receive automated emails into ServiceDesk Plus from a system which are logged as incidents using a specific template. However, the requester is set to the senders email address and we would like to change this to another requester automatically. Can Service Desk Plus do this? If so, how?
Mandating a Field for Announcements
Hello, I was wondering if its possible to have a few specific fields mandated when users create announcements? I know its possible for templates but I can't seem to find it anywhere for announcements. For example, I would like to make "Announcement Type" field required before an announcement is created. Thanks!
Error with Mail Fetching
Currently getting this error message with the mail fetcher: Error while connecting to mail store: javax.mail.MessagingException: connect timed out; nested exception is: java.net.SocketTimeoutException: connect timed out I am not seeing anything on the smtp server that would timeout the request.
Ability to add notes to contracts
It would be great to be able to add notes to contracts as a way to document progress on renewals or to log decisions about the contract. ie. We are not going to renew this.
Requesters Close or Resolve their own tickets?
It is possible for a Requester to close or mark Resolved their own request? I've given them edit access of the Status field. However, when creating a request the only option is Open - which I guess makes sense. However, what if a person fixes the issue on their own, and no longer needs the request? I can't seem to find the right access to allow this, unless they are a technician.
Import Workstations not successfull
Hi, I would like to import workstations from Excel list. After setting parameters like File Format, select File, etcetera, I click Next button. No response. Please advise. Regards, Ronald
[SOLVED] Project gantt should use custom views
I'm trying to figure out how to make use of custom views for the project list when in Gantt view. This would be of great benefit to me as I have around 30 projects in my IT division which then fall under 5 smaller teams that I manage. I have a custom view for each team so I can see just the projects in the list for that team. However, switching to Gantt view is not very helpful as it appears to just show projects for all IT divisions under it and I must manually select all the projects I want to
Tab order in the "New incident" form does not include the recently modified "Site" and "Technician" fields
These two fields were modified in a recent update. Prior to the update, when on the "Department" field, pressing tab would put the focus on the "Site" field, then on the "Technician" field, and then on the "Category" field. Now the two affected fields are skipped, going from "Department" to "Category" directly. And if you cycle the full tab order of the form, the two fields are never touched. Please review and solve this. It is just renumbering the tab order, this task should not take a developer
Switch from on-premise to cloud
Hello sdp - Team, we`re thinking about switching from our on-premise Installation to your Cloud-Installation. How is the procedure there and whats about the costs? We`re currently using a Standard Version. Thank you.
Setup API Connector with Dell Boomi
Hi there, I am quite new to this API integration thing. I'd like someone to connect with my machine to help me setup the api connector with Dell Boomi. I've followed the instruction on: https://www.manageengine.com/products/service-desk/sdpod-v3-api/SDPOD-V3-API.html#introduction However, I'm running into multiple roadblocks. I've gathered all the information required (I think) but I don't know where to put some of the information. I would appreciate someone to reach out to me and helping me to
Email ID's to notify including conversations
Is there a way to have the email ID to notify to be notified or cc:ed for conversations and not just for when a request is created, resolved or closed?
Help with Archiving old requests
I am trying to set up Archiving. I've set it to archive Closed Only, Closed over 1 year ago. So we have heaps of tickets that can archive. But nothing Archives. Am I supposed to set a schedule somewhere. The Help says... "Click on Save button to save the configurations. The archiving process starts at the specified time and repeats after every mentioned period." I'm not sure what it means by "Specified Time". I have not seen anything anywhere that allows me to specify a start and repeat time.
Error while adding the requester details
Unable to add new requester, encountered the following error:
Next Release : Problem Life Cycle Management & Problem Templates
Dear Users, The next major release of ServiceDesk Plus Cloud will include "Problem Life Cycle Management & Problem Templates". Below is the brief summary of enhancements : Problem Life Cycle Problem life cycle allows admins to design a problem resolution process with built-in guidance for help desk technicians. Through a simple drag and drop process, the SDAdmin can create a visual process builder and define the resolution process. You can create, discuss, and rework the process drafts before publishing
Issue adding a request via API with Python
Hello, I am trying to add a request in ManageEngine (cloud version) via API using Python. The error I get is below: {'response_status': {'messages': [{'status_code': 4001, 'field': 'input_data', 'type': 'failed', 'message': 'Value not present for input_data'}], 'status': 'failed'}} The python code I am using is below: import requests import json URL = 'https://sdpondemand.manageengine.com/app/<my_portal_name>/api/v3/requests' headers = { 'Accept': 'application/vnd.manageengine.sdp.v3+json',
Upgrade of our EU Data Center on February 1, 2020
Dear Customers, We have a upgrade on our primary Data Center in the EU on Feb 1st, 2020 from 7:30 PM GMT. This upgrade will help us serve far more efficiently. Sorry for the very short notice. During this upgrade, we will be switching ServiceDesk Plus Cloud to our secondary Data Center to ensure that our services continue functioning. We do not expect any disturbances to the services during this period, but should you experience a disruption, please let us know immediately at support-cloud@servicedeskplus.com.
Include thread
Hi, On the mobile app, when replying to a ticket there is a ticket box that says "include Thread" but I can't find this on the desktop version. Am I just missing it or is it not possible?
Automatic report on last day of the month
Hi, at the moment I can only set the monthly Schedule on day 30 or 31 (or 28/29 for February). Months without a 31st day are skipped when I select "On 31 day" and when I select "On 30 day" my report isn't complete because it's missing a day. So at the moment I have to change it each month. It would be nice to have an option "On last day of the month". Thanks in advance!
Migrate to SDP On Demand
I've been trying out SDP On Demand for a while. We currently run the on-premise version, is there really no way to migrate data, especially requests to from our on-premise to On Demand?
ServiceDesk Plus On Demand API V3 - Error with adding attachment to Request
Hi, I have a problem with adding attachments to requests using the API V3. The attachment seems to be uploaded (status code 200), but it does not appear on the Request screen. It is important that: This is with ME SDP On Demand. When ME SDP On Demand used the earlier API, I could successfully attach files to a Request. Authentication is fine, I can create a request using the API. I suspect that the problem is that (according to the documentation https://www.manageengine.com/products/service-desk/sdpod-v3-api/SDPOD-V3-API.html#add-attachment-to-a-request),
How to Import Purchase Orders?
We currently have purchase orders in ManageEngine AssetExplorer, we are looking to migrate to ServiceDesk Plus OnDemand. We were able to export and import, users, assets, contracts. However we are unable to import Purchase Orders. How do we import POs?
How to log in to ME SDP App?
Hi Team, I'm looking at using the Android SDP app, but when I try to set the server name I see "Error: Could not connect to the server". I've tried using the same URL as the web site: https://OurCompanyName.sdpondemand.manageengine.com/ Both with and without the https:// and end slash, "OurCompanyName" sitting in for our real company name. Using port 443. Logging in with my email address and password same as the web site login. I've generated an API key for my user login via https://accounts.zoho.com/apiauthtoken/create?SCOPE=SDPOnDemand/sdpodapi
SDP Cloud using one custom field across all modules
How do I make a custom field available across all modules? I created a Location pick-list field with the names of all buildings in the list. I need this to be available across all modules.
[SDP Cloud] Request "On hold" to "Resolved" after X days
Hello Support. We need ServiceDesk Plus Cloud to change automatically the request status from the "On hold" status to "Resolved" after "X" days after the "On hold" ticket has been established. This is an example of what we need: The technician receives a ticket. The technician responds via email to requester and sets the status "On hold" ticket. The user never responds to the requested information. If the user does not respond in less than 5 days, we need the ticket to automatically pass from the
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