Manage Engine MSP Ports
Hello, I've taken a look through the installation guide, we're planning on using SSL 443 for web server access, however are any additional ports required to pass through our firewall? Thanks
Duplicate Users
Hello, sorry if this is my second post for the same question as I cant find my old question I've imported users. From AD. But whatever I do, a second user is created whenever I try to login with my userid. (And the password is OK, bizarre) So I found the below statement in the help docs: In cases where none of the specified conditions like 'ObjectGUID' , 'loginname+domainname', 'email address','loginname + domain=NULL' are absent in ServiceDesk Plus MSP , a new user will be added. I want to turn
Turning Off adding a new user
Is it possible to turn off below setting, I just want my users to login correctly and deny if they dont enter correct credentials. In cases where none of the specified conditions like 'ObjectGUID' , 'loginname+domainname', 'email address','loginname + domain=NULL' are absent in ServiceDesk Plus MSP , a new user will be added. Thanks
Link One (1) Account Manager to multiple accounts
In our organization, we have several Account Managers. Each Account Manager handles multiple Accounts. Account Manager "John": Account - "Bird" Account - "Lion" Account - "Dog" Account - "Cat" Account Manager "Jason" Account - "Ant" Account - "Elephant" Account - "Giraffe" Is there a way to implement this on the SDP MSP? If not, is there a plan moving forward. I had a ticket with support 2 months ago but we got nothing from there. In the current version of SDP MSP, "Jason" can only manage one (1)
What's the order of execution for Business Rules - MSP Business Rule vs. Business Rules vs. Service Catalog - Business Rules?
The business rules currently have 3 options for us: MSP Business Rule, Business Rules, and Service Catalog - Business Rules. What's the order of execution of multiple business rules? What's the order of execution in relation to custom triggers, and custom schedule?
How to disable Dashboard and Support tab for specific techcnicians?
Hi all, I assing a technician in a role SDGuest (only), but when the technician perform login in Web Portal I would like that is not possible access Dashboard,Support tabs and Quick Actions and AD Self Service. How can I configure this for specific technicians? print attached Thanks.,
Need option to change acquisition date when receiving items in PO
We are trying to push the use of Assets / CMDB on SDP and we started by ensuring that all items are received from PO. After receiving the items, the "Date" when the user invoke Receive Items action is reflected as the "Acquisition Date". Without the option to mark the "Actual Acquisition Date". This is good if the employee took the action at the same time when the item arrived. However, in several cases, the Receive items action is done days, months or years after the item was actually received.
Check Box Field
Hi we are just starting to look into using the Change Management module. We need to be able to copy our existing paper based form and create a Change template as close as possible to it. One requirement is that we have several fields where multiple values can be selected - a check box. How do I implement this?
Applied business rules not logged on ticket history
How do we track the applied business rules on the ticket's history? After doing multiple tests, nothing really shows up on Request ID ticket history?
status and auto assign
Hello , Is it possible to combine user online/oflline status with technisian auto assign. i mean that , when the techinisian offline status requests are not assigned to techinisian even he/she is logged on SDP . Regards, Ertan
Monthly Disposals Query
Hi, may I please have the query below modified for only disposed assets and where we can see a column for Disposal date. I would like to see disposals for the month, the quarter or the year please. SELECT "resource"."ASSETTAG" AS "Asset Tag", "product"."COMPONENTNAME" AS "Product", "resource"."SERIALNO" AS "Org Serial Number", "state"."DISPLAYSTATE" AS "Asset State", "aaov"."NAME" AS "Site" FROM "Resources" "resource" LEFT JOIN "ComponentDefinition" "product" ON "resource"."COMPONENTID"="product"."COMPONENTID"
Documentation - Requester.xxx for $CS.getValue()
Since most of the documentation for Service Desk Plus is outdated or incomplete, I would like to get help from the community for the complete list of supported methods for Requester.xxx that can be used in $CS.getValue() field and form rule method. In this documentation: https://help.servicedeskplus.com/configurations/helpdesk/fieldandformrules-javascript-functions.html I can only see the following samples: email address, department, job title, mobile number, contact number, requester. I have collected
MSP Plus behind F5 LTM
We are planning on putting in an externally facing MSP instance and we want to utilize the abilities of the F5 LTM to allow load balancing and certificate management for the system.- Has anyone done this and if so what are the pain points you ran into utilizing the F5 in from of MSP?
Custom Trigger Question
I am looking to send an email to a distribution group anytime the urgency and priority are set to escalated within a ticket. I would like to have a link to the ticket and if possible scrape the description from the ticket as well. Has anyone had any success in doing this?
Database Queries for Field and Form Rules - GlideRecord (ServiceNow) / QuerySet (Django)
Is there a plan in the roadmap to make it easier to do database record queries on the Field and Form Rules? Most web applications today do offer native methods that allow easy and secure access to its database and tables. - Django do have QuerySet https://docs.djangoproject.com/en/2.0/topics/db/queries/- ServiceNow do have GlideRecord https://docs.servicenow.com/bundle/jakarta-application-development/page/script/glide-server-apis/concept/c_GlideRecord.html) Use Case: We have a Service Catalog Request
Scheduled reports - Don't send if no records
Is there a feature that will prevent the scheduled report from being sent if there are no records in the query? Similar to the Omit if no records of Service-Now: https://docs.servicenow.com/bundle/geneva-performance-analytics-and-reporting/page/use/advanced_reporting/task/t_ScheduleAReport.html
Sharing: Adding Google Fonts and Font Awesome on your Service Catalog Request Template
- use on form load Field and Form Rule: Google Fonts: var gf_link = document.createElement('link'); jQuery(gf_link).attr('href','https://fonts.googleapis.com/css?family=Work Sans'); jQuery(gf_link).attr('rel','stylesheet'); jQuery('head').append(gf_link); Font Awesome: var fa_script = document.createElement('link'); jQuery(fa_script).attr('href','https://use.fontawesome.com/releases/v5.0.6/css/all.css'); jQuery(fa_script).attr('rel','stylesheet'); jQuery('head').append(fa_script); from here you should
Export Technician List to .csv, .xls or .xlsx
I am currently viewing the Technician List as Admin and filtered the table by Project Admin role. Is there a way to export the list to any spreadsheet file format without doing a query report? Similar to this Service-Now feature: https://docs.servicenow.com/bundle/istanbul-performance-analytics-and-reporting/page/use/reporting/task/t_ExportAListReportToExcel.html
Bulk update of technician's project role to Project Admin
Is there a way to do a bulk update of 40 technicians project role to "Project Admin"?
How can i get Approved Request List
Hi we have to view or take report of requests approved by the user (a specific user). Eg if User A register a Request and Technician send an approval to User B, user B will get the approval mail once User B approved then he is not able to view the request. How can User B view the request approved by HIM. Thanks Anoop PS Mob - 9995822232
Move Custom field to Common Fields
Is there any way to move a custom field created under a Service Category to Common Fields? Thank you.
What function can I use on the field and form rules to set a date on description field if I add x business days to current date?
I need to add a date information on the ticket description field. This date is calculated by adding x days to the current date. We have set Holidays on SDP and we want to include that in the calculation of dates. Is there an SDP function available that allows me to calculate dates and use the holidays data we currently have on SDP? Example: Current Date = 2/4/2018 (Monday) Add 10 calendar days to current date = 2/14/2018 (Wednesday) Add 10 business days to current date = 2/16/2018 (Friday) Add 10
MSPs?
Does anyone have experience using the NCM product in an MSP environment with 1000s of devices across numerous clients? If so, how easy/difficult to deploy and how reliable? Thanks!
How to get email of technician's manager using Python
I am writing a python script to automatically add list of approvals to service request, when custom menu is clicked. One of the required approvals is technician's manager ("Reporting To" person). Is there a way to get an email of technician's manager using Python? Thanks for your help
MSP Requester vs Requester
Hi all, What is the difference between the MSP Requester and Requester MSP Requester - is internal team requester Requester - requester of the outside company ? Thanks
Service Catalog - User Criteria
Is there a way to limit access to a Request Catalog by Department or Site? Similar to Service-Now's User Criteria: https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/build/service-portal/task/create-user-criteria-record.html
Assign Account Manager - SDP MSP and add account manager as approver
Is there a way to assign an MSP requester as account manager then add the account manager as approver in a service catalog?
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
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?
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
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" } } }
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.
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.
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!
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>
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>
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