REST Api tasks
Hello, We need to define the task type thought the REST API. However, we can't find the field to use in the documentation. Is there a way to specify the task type when adding one via the API ? Thanks, Yannick
Which port to open on firewall to receive push notification on mobile
Dear Sir, Please help to show us Which port to open on firewall to receive push notification on mobile (Android and IOS) Thanks Henry
Too much whitespace in Resource Info of Service Catalog
Has anyone observed that there are a lot of unused spaces in the Service Catalog especially if you have a long list of options? Is there a way to make it use 2 columns / 3 columns of options?
Projects, Time spent reporting
The workaround I use to report on time spent on projects is to create a custome field in the Request template that I simply call "Project name". In this field i copy -> paste the project name. Now I can create a custom time-spent report and use this custom field as an identifyer for this project. Why "project" isn't available by default in time-spent reporting is a mystery to me, but that's how it is. Needles to say, I've assosiated this request to the actual project. My question: Is there a way
Question about email reply notifications
Quick question about Email Reply notifications. I see that you can setup an email reply to the requester of an incident that shows a link to the response, how do I replace the link in that notification with the actual technicians response? Our end users are not going to click on the link, so I would like them to see the tech's response in the email instead
ServiceDesk Plus MSP - version 9.3- Build - 9305 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.3 - Build - 9305. Please refer the Migration path table available here and upgrade to our latest build 9305 What's new in ServiceDesk Plus - MSP 9305 ? Enhancements : SDPMSP-7518 : Option to dynamically associate the existing solutions to the newly created accounts. SDPMSP-10160 : Announcement will be shown automatically to the newly created account, when "Select All Account" is enabled. SDPMSP-10227 : Ability to hide the "Forgot password"
Pull number of assets in store by CI Type or Product then display on Service Catalog / Service Request Form
Under Assets > Resources > Filter Viewing: In Store Assets, I can find all assets available for use by employees. I want to get the number of assets currently available by either CI Type or Product and display the information on the Account Onboarding Service Catalog form. How do I achieve this? I want to use such information in the following use cases: A. set proper expectation to user that - this can be achieved through Field and Form rules > jQuery - if assets are available In Store, you can get
Is there a way to add "Email IDs to Notify on Tasks"?
Email IDs to Notify on Tasks is a feature that I am currently looking for. Use case: - New comments > notify emails in list - New worklog > notify emails in list - Task closed > notify emails in list
GET calls using /sdpapi/request/ does not work
Can anyone help me check what causing the error? The parameter is: { "operation": { "details": { "from": "0", "limit": "50", "filterby": "All_Requests", "account": "My Org Inc" } } } The return is: { "operation": { "result": { "message": "Mandatory input elements from, limit and filterby not found", "status": "Failed" } } }
How to recover a deleted asset
Very early in our implementation and not using the product in production yet. As a test I created a PO and then an Order off an actual hardware order we recently made and will be receiving. Separately I installed the Agent on my laptop and scanned. When I scanned, the Laptop on the PO was named slightly different than the Agent-scanned version of my laptop (and they are the same Product). So to true up, I deleted my Agent-scanned laptop from the Asset list. I then tried to scan and grab the details
Account pulldown is empty since upgrading to 9304.
This makes the whole system impossible to use for our workflow. The account pulldown in the top bar doesn't contain any accounts. I read that this might be due to a known bug (I did have accounts with an ampersand in the name which I've since removed). "11200: When any of the account is having special characters in the account name, account combo box will become empty post 9304 upgrade" Does anyone know if there is some way to manually fix this? Can i simply update a table somewhere? What populates
Service Desk Free
How in the world do i get the service desk to be visable to all internal machines and not external tried to edit DNS but did not work. Also ManageEngine server is on a different server to the main Domain Controller.
Requesters
We have accounts with a [single designated manager per account] making support requests. There are supervisors assigned to six of those accounts per territory. What would be the best setup for allowing supervisors access, and ticket notifications to their assigned accounts?
Clean CC field automatically on incoming request
Hi, We would like to see an option for incoming requests, where you can, for a specific requester (e-mail address), automatically clean the CC field. Explanation: We have a customer who sends out requests to us, and within the same e-mail, they CC other persons and distribution lists to notify them. So that request mail goes out to quite a number of people. Whenever we reply or do something, it sends out to all of these persons and distribution lists. A lot of mail goes out to people who might need
Custom trigger
Hi, I want to sync ServiceDesk Plus request with JIRA ticket. I thought i can use custom triggers to achieve that and i used it to keep the incident type in sync. How do i set criteria when the description is changed? How do trigger some script when a note has been added? Is it possible to have a custom trigger without criteria or a trigger based on some flag field (Yes/No) ? So that my custom script is always triggered when this static field is Yes. Please help.
How to associate an email to Account - Site
Dear All We are 100 Site belong to 1 Account. Every Site have an email to send request. By default In Account setup we only add domain to match with that account. But some Site do not company domain email. They use gmail or yahoo mail ..v..v. They use email to send request. Please help how to add exactly email for every Site to help for support agent know which customer send. Ex: email1@gmail.com --> Account A - Site A email2@gmail.com --> Account A - Site B email3@yahoo.com --> Account A - Site
Update RoadMap
Hi, Can you update roadmap by link https://www.manageengine.com/products/service-desk-msp/help/adminguide/msp-roadmap.html ? Are you planning in future releases the following features? 1. Request Form Customizer: - Ability to define section, label text for section, and fields inside a section. Selecting the section includes the fields under the section as well. - To set default height of description field and other rich text additional fields. - Ability to include help card for filling the form.
Option to set logged in technician as the technician for the ticket using Field and Form rules.
Kindly make use of the below script in Field and Form rules on submit action to set logged in technician as the technician for the ticket $CS.setText("TECHNICIAN",sdp_user.USERNAME);
ServiceDesk REST API How to get all accounts?
Hey, guys. I'm attempting an API request for tickets. Specifically I wanted all tickets assigned to me but I haven't figured out which filter to use for that yet. Most importantly, I'm getting an issue when I perform a request that I need to specify an account, when I specify an account, I need to specify a site. I want to run my query against all clients, not a specific one. Is there a way to do this? The function I'm using to query the data is: $.post(manageEngine_URL + "/sdpapi/request/?API_KEY="
Reject Requests via email
Is there a rule or something that I can switch on, so that I can exclude certain domains (accounts) from the rejection list? When new requester logs a request via email? I don't want to reject all the customers.
How to allow solicitors to see the Worklog Tab?
HI, I would like to know if it is possible to allow solicitors to see the Worklog Tab? Thank you in advance
Changing starting ticketing number
Hi, I am looking to change the staring ticketing number from 1 to 1013501, to match our old system. I found instructions from MYSQL, but could not find step by step instructions for PGSQL.
Report
is there any restrictions on using sub query & case statement in the custom query report? could you please show sample query?
Cursor issue when reply
Hi, we had before an issue with the cursor when reply to a request that would blink at the beginning of the message to reply on Google Chrome. The issue was fixed on the 9209 Released - SDPMSP-10394. But since the upgrade to 9302, the issue is back. Is it a global issue or am I the only one having this issue? Thank you.
Request Forms
Hi, Is it possible to load request forms? I.e New user request forms, New mobile / Desk phone request forms etc Would like users to have the option of logging an incident or logging a request using a request form with a bunch of criteria we require to create new users and once submitted it logs it as a ticket. Any help or suggestions would be appreciated!
Description Field is not dragging
We are not able to drag description field.
sdp auto login
Hello , The Password is in clear-txt in The URL we use to auto-login to SDP .It is possible to secure this url or how can we use more secure this URL ? http://sdpserver/HomePage.do?username=User1&password=1234567&domain=contoso . Regards, Ertan
API View All requests from specific requester
Hello! Can you help me to write Correct http-request to get list of all requests from specific user (by login or full name). Now it works but result show me all requests from all users. http://localhost:8080/sdpapi/request/?OPERATION_NAME=GET_REQUESTS&TECHNICIAN_KEY=XXXXXXXXXXXXXXXXXXXXXXXXXXXX&INPUT_DATA=<Details><parameter><name>from</name><value>2</value></parameter><parameter><name>limit</name><value>2</value></parameter><parameter><name>filterby</name><value>All_User</value></parameter></Details>
Move the Clients to the archive SD
Good afternoon. The client refused to support, how to transfer Contacts Client to the archive without deleting them from the SD? How to detach the Board from the engineers? Thank you
Handle Spam with Business Rules in SDP MSP 9303+
Hi, we are currently on SDP MSP 9302. I read in the change log for 9303, that there is a change in behaviour for the business rules: "When Business Rules are applied to move a request to Closed / Resolved / Completed status, the action will be successful only if the Request satisfies the Request closing rules.". I've setup a Business Rule that automatically closes a Request, if it's moved to a Support Group named "Spam". Usually the Technicians have to fill a lot of mandatory fields, a Worklog and
ServiceDesk Plus MSP - version 9.3 - Build - 9304 Released
Dear User(s) We released ServiceDesk Plus MSP - version 9.3 - Build - 9304 Please refer the Migration path table available here and upgrade to our latest build 9304 What's new in ServiceDesk Plus - MSP 9304 ? Enhancements : SDPMSP-5949 : Task id is shown in task list view for easier identification. SDPMSP-8344 : Ability to import email domains during account csv import. SDPMSP-10630 : Consumed details, Base Allowance, Carry Forward, Chargeable details will be shown in the generated bill. SDPMSP-10764
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>
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
Problem in Email Setting (Exception while connecting to store)
Hi, When I configure email incoming, outgoing email, It does not work correctly. I view this message in application log: (Exception while connecting to store) Connect failed I can ping email server from ME server, I can telnet port, I reset password but It does not work. Regards Friman
How do I find my posts in this forum?
How do I find my posts in this forum?
Since upgrading to 9303, users are getting '... this request does not fall under your permitted scope, so you are not authorized to view this request.'
Since we upgraded our ServiceDesk MSP to 9303 users occasionally get 'Request added successfully with RequestID:xxx. But, this request does not fall under your permitted scope, so you are not authorized to view this request.' when they try and open certain already open tickets. This is happening for all users including Admin's. If you leave it for a while and then try again a bit later it suddenly allows you to open the same incident. This is causing us an issue when it happens as our technicians
A report on the re-open requests
Good afternoon. I want to generate a report on the re-open requests that were in the "Closed" status, then re-opened. When I generate the report in "reopened" fall of the requests that were in the status of "resolved, waiting for approval of the request". When the user answers a letter for a request with status of "resolved, waiting for approval of the request", the request shall be considered newly discovered. How to create a report to avoid requests that had the status of "resolved, waiting for
Billing and Contracts
We are not currently using the billing/contracts area of MSP. How can I find out information on how to best use these areas? One requirement that we have is that we will bill (in excess of a monthly quota) only for Service Requests as defined in the Request Type field. I do not want to have to use a billable/non-billable field. That just leaves room for error. All Service Request activities are to be considered billable.
How to extract Private Key from PKCS 12 (Pfx/P12)
Unlike the Public Key which is visible in the Certificate Details page, the private key wont be visible and can't be downloaded directly. To download that in a readable format or as a text file follow the steps below, Download and install OpenSSL in your Windows or Linux machine, https://www.xolphin.com/support/ssl/OpenSSL/OpenSSL_-_Installation_under_Windows Once the installation is complete , place the p12 or pfx file in OpenSSL\bin path and execute the below command, openssl pkcs12 -in filename.p12
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