Webhook json
Dear all, I use a webhook to send json to an external platform every time a request has modified. All works fine, but I need to send out some account information also linked to the request. I tried to use the only one account variable available ${{request.account}},
Approval Actions via Browser Only? Exploring ServiceDesk Pro API Limitations
While ManageEngine ServiceDesk Pro offers a robust REST API, certain approval-related endpoints—such as the following—are not available via the API but can be accessed through the browser: /api/v3/requests/{request_id}/approval_levels/approvals/approver
How to create a ticket tracking report without the Project Management Module
My role is to track tickets daily, read the notes and messages back and forth to clients, and generate a report to share with technicians to keep them on track. Notes and messages are vital. How are other people making a ticket tracking report, esp without
The number of applications in front of you or your position in the queue/
Good day. Tell me how to implement it: In the notification to the request author - specify the number of requests with the New status. Optimally, count by group, but you can by request category. Apparently, you need to create a variable - so that it can
closed by
We use Service desk in my workplace , I have had a look in the advance search options but can't really find a solution , I am looking for a way that I can find all the closed tickets by a particular user So even if the tickets belong to user A and user B closes the ticket , is there is a way to find out all the tickets that user b has closed off
Need help with script
Hi, I need a script for the requester confirm that certain things are placed right, when i first tried it executed twice, so i searched for a similar topic on the forum and i found it but now it dont stop the request submission if the requester press cancel if ($CS.isFormSubmit()) { var x = confirm("É um teste?"); if (x === false){ alert("Refazer"); $CS.stopFormSubmission();} else {alert("Tá bala");} }
ServiceDesk Plus MSP: Change Account by Business-Rule depending on keyword in subject
Hi all, Environment: ServiceDesk Plus MSP v14610 (postgresDB) with a partnering helpdesk we share support for same customer. The partnering helpdesk uses only one email-address to create a request in our ME. To distinguish between diffrent accounts/customers
Widget with user assets
I need to create a widget with resources for a dashboard. The question is how to get the logged in user's ID so that after logging in he can see only his resources?
Delete Support Groups in bulk
Hi team, a pleasure to greet you. I have a question. Is there any way to delete support groups in bulk? We have a customer with more than 90 accounts created and he needs to delete support groups associated to different sites from those accounts. We have
Delete unasigned tasks in bulk
we found several task created by old templates that are in already closed cases, we need to delete all unasigned tasks in bulk:
Change Ticket ID
I've just installed a new instance of SDP MSP 9.4 and want to change the ticked ID from the default value of 1, to something else, like start from 100000. After looking around for answers I found this link, http://kbase.servicedeskplusmsp.com/faq/requests/how-to-change-the-order-of-requestid.html but it seems to be a bit old and the database entries don't really match up. Would it be possible to get an updated instruction for the newer versions of SDP MSP? We are using postgres database. Thanks!
Adding values from custom fields to task fields
I have a tasks created automatically after receiving a request with additional fields. Is it possible to copy their content to the task description, set the start date from an additional field and set a reminder 15 minutes before? I tried with this script
Adding an approval with a custom trigger on a request in ServiceDeskPlus MSP
Since i see a lot of admins having trouble making this work, i am posting a walkthrough i made with a working python script. How to add approval workflow on a request in SDP & SDP MSP with automatic approval send, using python Warning : This procedure works only for requests created through ServiceDesk portal. This will not work with email fetching. Step 1: Install python on the server that SDP or SDP MSP is running. On installation procedure select to add the PATH as well. Python version that
Service Desk Plus MSP Users
Hi, we purchased SDP MSP. We have 10 Accounts Managers that manage several customers. They open presale requests and sometimes they need to open tickets to attend their customers. We´ve not been able to assign permission for this Account Managers to "see"
Cannot select "Site" when we want to "Receive items"
Dear community, We don't have the option to select a site when we want to "Receive items". The "Site" selection is not available: We followed this guide: https://www.manageengine.com/products/service-desk-msp/help/adminguide/purchase/receive-items.html
Creating several new sites
Hello team, We have a question. Is it possible to create a new site via API (PowerShell or python)? Or, is there any secure way to add several new sites at the same time from an Excel list? We are going to add several new sites, and creating those sites
Script to populate subject
Is it possible to use a script to auto populate the subject, based on it's group... eg.... Support Group Procurement Subject (auto populated with script) Procurement Status - Purchase Order Number Call is then moved to a different group which adds another
SAML configuration for Azure AD
Hi! Could you, please, provide an instruction of SAML configuration with Azure AD?
Opening a ticket on Behalf of another user by Email
Please advise if there is a way to open a ticket on behalf of another user by email. for example ZOHO desk uses #original_sender(Emailaddress) on the top body of an email to open a tick on behalf of this email.
Hide specific services for group of users
Hi, I'm currently setting up our ServiceDesk Plus MSP and was wondering, whether there is an option to manage the visibility of services for users. The users are all in the same account/client group but we would like them to have access to different services. Thanks a lot, Carolin
ASSET API
Hi! Is it possible to get info about assets via API in SDP MSP or in some other way -- for scripting purposes? If yes - please, tell how.
Add external links to helpcards
Hi, is it possible to add external links to helpcards of request templates in ServiceDesk Plus MSP? Also, is there the possibility to format (e.g bold letters, cursive...) the text in those helpcards? Thanks a lot, Carolin
Asset scan to pick up vCenter tags or attributes?
Is there any way to scan an virtual machine in vCenter as an asset and bring in its tags?
Approval based on Field Selection
Hi, We have a Access request (service request) form for ERP application, we would like to route the approval based on the Module selected in a pick list (additional field) eg. Module = Finance : 1st Approval = CFO The other approvals will be fixed and predefined with name. These approvals do not have to be on roles, we can define user names as well. Possible? Please assist
PGSQL change default password safely
We all know that the sdpadmin user of pgsql database has the default password sdp@123 and this isn't good if this databese is supposed to be accessible outside of the server, not only localy It could be necessary in case of building some reporting using external BI tools. Or in case of external scripting So I wonder what is a safe way to change this password safely and allow SDP operating as usualy keeping the external SQL access open?
Trigger the approval request window when Add request
Hello, I want to know if you can help me to find a way to when I press the Add request button (to create a new service request) this trigger the Approval request window and force the requester to select at least one approver in order to create the new request. This to avoid that the requester have to manually select the Approval request button when have created the request. I don't know if this could be executed with a script. Thanks
Limit Account Managers for Reports
hi! Is it possible to limit an ability of account managers to create reports and report folders? For now any requester with rights to access reports can create huge ammount of trash reports and folders.
Redirect http to https
Hi, I found several info for ServiceDesk Plus but none for ServiceDesk Plus MSP. And seems that the same notes/config don't apply. I have HTTPS working fine. If I add the Connector for port 80 with the redirect to port 443, I get Tomcat working on HTTP. Any suggestion ? Best regards, Simone P.S.> Running 8.3 build 8308 on MSSQL.
How can I get user IP
Hi. I would like to have an aditional field in requests with IP of the user, that created a request. This field must filled automatically. Any ideas how to achieve this? Thanks.
Requests time spent report
If I generate preinstalled time spent reports I see that a request which has more than 1 worklog is duplicated in the report accordingly to worklog quantity. Can someone share Postgres SQL query which generate time spent report where every single request has summarized worklog time? For example we have request with 3 worklogs 1 hour each. I want to see in the report 1 string with request ID, Title and 3 hours spent.
What is GROUP in $COMPLETE_JSON_FILE
Hello Trying to shape the logic of complex approvals based on a request's functional area by using the custom triggers. I need to understand what functional area is effective and I see there is GROUP field in $COMPLETE_JSON_FILE which in my case always empty. Please advice what is this field and how it could be populated? Thanks and regards, Alexey
Email notification to Team leads when a ticket is assigned to a Tech.
Hello,I'm trying to figure out if it's possible to send an email notification to our Team leads when a ticket is assigned to a Technician. I checked the notification rules and found some thing that may work the option "Send notification to group technician(s) when a request in this group is updated." However, I do need some clarification as to what constitutes as "Updated" would this be every little thing done to the ticket or just major points like assignment of the request or closing of the ticket.
Overtime
Hello, our operation time is: Mon - Fri 09 - 18 when ticket opened at 16:00 and resolved at 19:00 .. the elapsed time would be 2 hours according to the operation time CMIIW is it possible to have an additional field like overtime? so in this case, the result would be: elapsted time = 2 hours overtime = 1 hour(s) need help thanks Don
requester to have multiple email address
can I use one requester ID to have multiple email address and when ticket is logged, then send email to these email addresses which included in this requester? Thank you!
Modify Closure Screen for Resolved Tickets
When a ticket goes into the "Resolved" status a link is generated so the user can close the ticket. Where is the HTML that generates that screen? I would like to modify it to make sure sensitive information is not in there.
Add Requester Through SQL
In ManageEnging Service Desk Plus is there a way to add a user in the back end using SQL? Reason i ask is because i want to add a user to one system that i have sql access to and then have the requester populate to SDP without having to do an import. Any help you can provide would be greatly appreciated.
Notify Account Manager for all tickets created/updated under that Account
Being an Account Manager, he should be able to track the following, Check all the new tickets created under his Account. Track the changes made to the existing tickets by other technicians/Users. Since there is no option to notify the Account Manager separately using Notification Rule , the same can be achieved using Custom Trigger with some specific Criteria, Create a Custom Trigger with a specific criteria like Sender is ( mention the requester's email id ) or
Tired of long upgrade times?
Each major upgrade forces you to click the only button available and that's 'OK'. We all know that it is not OK :-P because it means that if your fileAttachments and inlineimages folders are many gigabytes in size, you're in for a very long wait. I found out, that if you rename those folders into something else like BfileAttachments and Binlineimages and create another empty fileAttachments and an empty inlineimages folder, the backup process will be much faster and start de upgrade sooner :-)
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);
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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