API vs. Manual Action
Is there a way to distinguish which action was done via API versus any action done via UI (manual action)? The reason for this is that I am using my own Technician_Key in all API actions. The problem we have right now is that there is no fine line between a manual action and API-based action. From an audit perspective, all actions are done by me whether it's via API or via a manual action.
[SDF-77430] Custom Fields in Mobile App
Good Day We are running ServiceDesk Plus on demand and we would like to use the Android mobile app. For our Work Logs we have some custom fields. Unfortunately, they do not show up in the mobile app. The same goes for fields whilst creating a ticket. Is there any solution for this problem or will there be an update regarding this topic in the near future? Thank you very much!
10.5 and later install error Problem in initializing Postqres
try clean install ubuntu server or desktop 18.04 and 19 try clean install debian 9.9 use root account and normal account but same error, try install gui or console same error Is there a requirement to be considered during the installation phase. same server try the install version 10. 10021 installation success but upgrade fail .... this version bug mail connection not imposible.. hot fix not working.
Error upgrading from 10014 to 10.5 - Class not found
Hi, I'm trying to upgrade SDP from 10.0 10015 to 10.5 using the .ppm file https://www.manageengine.com/products/service-desk/91677414/ManageEngine_ServiceDesk_Plus_10_0_0_SP-1_0_0_Windows.ppm The error seems to be a non existing class. I'll attach the updatemgrlog0
Auto close not working on copied requests
I just found several hundred requests that go back over 3+ years that are RESOLVED but not CLOSED. We have the 'auto-close' set to 7 days and it works on most tickets. The commonality in these is that they were COPIED from another request (apparently according to History). So it looks like auto-close doesn't run against request created via copy. A. is this a known issue? B. Is there a fix? Thanks David
mysql to postgresql migration failed
I'm trying to migrate a database on a test server to build 9336 but it's required to migrate database from mysql to postgresql. I did the backup and restore process but the restore is failing as attached logs.
Getting History report
Hi, Can you help me to create a report with the below fields, the most important field is History. These are the fields: - History - Request ID - Create time - Resolved Time - Completed - Time Elapsed - Subject - Description Version : 9.3 Build 9300
Request: Solutions Report
I'd like to see reports for solutions--similar to how you can generate Reports for requests For instance, a reports covering: Solutions updated per week New Solutions Solutions Viewed Total Solutions Viewed per specified time/date It would be helpful to see comments in a report. Thanks!
iOS app receiving notifications unexpectedly
I'm using the iOS Service Desk Plus app and it works very well. My SDP server is behind a firewall which restricts access to those who are using the company network only; either locally or via VPN. When I'm mobile, I turn on the VPN on my phone to use the Service Desk Plus app. I have recently noticed however that the app is getting notifications about request updates even though the VPN is not connected on it. How's it getting this data? There shouldn't be any connectivity to the SDP server! Many
CustomTrigger script - jsondata not defined
Hi, I'm getting this error when my script is run. I've been trying to figure what I need to do to define the jsonData, but I'm not having any luck. What do I need to do to resolve this error? Traceback (most recent call last): File "TriggerRequest-CellPhoneCanada.py", line 108, in <module> data = {'INPUT_DATA' : jsonData ,'TECHNICIAN_KEY': TechnicianKey,'format':'json','OPERATION_NAME':OperationName} NameError: name 'jsonData' is not defined Thanks, Patrick Korman
(SDF-50035) Change ID number ex: CR4023,CR3123
Dear Support team, FYA
Import Configuration Item Wizard (CI)
I try to import configuration units from the csv file, the system does not accept Cyrillic, how can I fix it?
Problem with AD Import Requesters
Hi, Because the import of the requesters with Active Directory Import did not gave the correct users, I moved some OU's in AD and renamde some OU's in AD. When I now do a manual import of AD. Admin -> Active Directory -> Import Requester(s) I still see the old AD-structure and not the new structure. How can I refresh this? Arjan
Ability to sync user photos from AD
We should be able to sync user photos from AD Attribute thumbnailPhoto and manage them for all users.
Feature Request: Add variables to Change notifications
We'd like the ability to provide a link to an attached ticket via this change notification: Right now the variable to share the attached Incident is: $Incidents We like to also include $RequestLink and $TItle for the Request in the notification.
Ability for Approver to reply to ticket
Hi I think a good feature would be if an approver of a request can have the ability to reply to a ticket before they approve or deny a request. that way if they need anymore information they can ask for it before making a decision Regards Adam
Which TLS version for SDP+?
We use Office 365 for our email, including mail sent to/from our SDP+. Microsoft is going to disable support for mail on < TLS1.2 in a few weeks. Our mail server settings are to use TLS, but it doesn't indicate what version it uses. Is this something that is managed through SDP, or does it depend on the server on which it's hosted? If the former, how do we know what version it uses, and how can it be updated to 1.2 if it's not?
Sum Total Amount in a Field
Can we sum the total amount using query report? We have a field where amount is entered and we need to generate the total amount for a report. I tried to use the SUM(field) but I get a " function sum(citext) does not exist" error
Service Request Life Cycle - Worklog Addition under Field Updates.
There should be a way to add the ability to force a worklog into the Service Request Life Cycle. What are your thoughts and opinions about this?
Default templates
Is it possible to display the drop down incident templates when the user clicks "New Incident" rather than displaying the default template? If so, how do I do it. If not, I think it would make a useful feature to give admins the ability to select which is displayed. In our inevironment we do not want the users using the default form but are constantly having to remind them not to.
Mobile App not scanning bar codes properly - app keeps closing
Hi, I am testing out the Service Desk Plus scanning function for our IT assets by using my Sony phone. I have installed SDP on my mobile and have been trying to scan the bar codes. The bar code details appear but when i go to add it on SDP after i click the tick box, it keeps closing and says "ServiceDesk Plus has stopped". I can either Open the app again or send feedback. Why wont it let me add the rest of the asset details? I can see the next page but then it closes on me and then i have to
REST API and Request Template Trigger all tasks
I am using a powershell script to parse a csv file and create template tickets per line item. So dependent on that data I will be calling different Request Templates, each with their own set of tasks. Is there a way to use "request_template_task_ids" or some other way to trigger all tasks on that particular template, as opposed to having to put each id in for each task I want to trigger? When I run the REST API and create a ticket using a Request Template, no tasks trigger. Thoughts?
remote control via chrome
Dears, SDP remote control supported goofle chrome or not? becouse the remote working thru IE but with chrome not working. BR,
User Management - status changes made on a request and who performed it
This report helps to find status changes made on a request and who performed it. SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", std.STATUSNAME "Request Status", wo.TITLE "Subject", woh.OPERATION "Operation", LONGTODATE(wo.CREATEDTIME) CREATEDTIME, aau1.FIRST_NAME PERFORMEDBY, LONGTODATE(OPERATIONTIME) OPERATIONTIME, std1.STATUSNAME "Changed From", std2.STATUSNAME"Changed To" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID
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The choice is SLA for the service in the service catalog.
It is necessary, depending on the values of priority / urgency, to change the value of sla. Those. Is it possible to create business rules for the service catalog, and set the value weakly depending on the input data. Probably it is possible to implement a script, help, please. Thank.
Reply Template with Version 10.5
Reply templates no longer preserve the technician signature when they apply a reply template. Previous versions did preserve the signature when a reply template was used. Will this be resolved in the near future with a subsequent release? Thanks, Craig Rice
Print Preview -- view Approvals
For some of our templates we'd like to be able to print pending and approved approvals. Currently the print preview does not contain an approval option.
User Management - priority changes made on a request
This report helps to find the priority changes made on a request. SELECT wo.WORKORDERID "Request ID", wo.TITLE "Subject", qd.QUEUENAME "Group", ti.FIRST_NAME "Technician", LONGTODATE(wo.CREATEDTIME) "Created Time", LONGTODATE(wo.DUEBYTIME) "DueBy Time", rtdef.NAME "Request Type", LONGTODATE(OPERATIONTIME) OPERATIONTIME, pd1.priorityname "Changed From", pd2.priorityname "Changed To", aau1.FIRST_NAME "PERFORMEDBY" FROM WorkOrder
Report by 30 mins
Hello, I am after a report that shows tickets created by 30 minute intervals by day/week, can I have some advice on how to ahcive this please?
unfollow community
Dears, could anybody tell me, how i can leave the discussions ? There is no Button for unfollow the community !
Service Desk restore failing
Can you please assist, i am failing to restore a backup to service desk running on postgres. Below is the error we get when restoring. ********************************************************************************* Restore DB Setup Wizard ********************************************************************************* Execute Restore DB Utility from command prompt For Windows users : bin>restoreData -c [backup file] For Linux users : bin]#sh restoreData.sh
Providing Service Request Approver rights to all requesters.
Good day. I have more than 15k requesters in my company, please tell me how I can systematically grant all employees the rights Service Request Approver. Thank.
About Requester stopped showing in Default Request Template
I want to create request template. When I create template, technician is working but requester is not working. When I open requester preview, template set mine to blank and stopped showing. What can I do? Thanks
SDP 10013 - Approved/Denied notification template with missing fields
Hi, after upgrade from ver. 9.4 to latest 10.0 (on Postgres) we experienced some issues with mail templates. For exeample, in "Notify requester when a request is approved/ rejected." one, we're not able to find the variable for "Comments". Any suggestion? thanks in advance alessandro
Attachment preview is not working
Error says Preview is not available for all attachment. Even new ones added since update. MSSQL Version 10.0 Build 10009
File preview not available
Hi I notised in SDP 10 that when I click a docx or xlsx file a message "Preview not available" is displayed. Is it possible to add some kind of file preview extension for common files types, like Office and pdf files? Or is this a feature for a later release? SDP build 10008 and Windows 2012R2.
Making Notes Public as Default
Hi, Anyone know if there is a config setting somewhere that will default all notes to be public rather than Private and not rely on the Technician to make Public? If so, has anyone every done this, and did you find it improved communication with end users? Thanks Lisa
Service Catalogue Resource Info Mandatory
I've already created a thread months ago regarding the visibility of the "Resource Info" in the "Requester View" tab when creating a new Service Catalogue Template. This is still an issue. But furthermore I just realized that you can't make the Resource Info questions mandatory. Please add this option - it doesn't make sense that it's not already one.
Automate Task Closure
Is there a script available to close Tasks that are in a certain state to a new state? Use Case(s): We currently have the setting for 'Task Closure Rules' to only consider a Task completed when it is in the Closed state. Our techs still end up using the Resolved state to signal they've completed a tasks. Additional, we have workflows where tasks are triggered to start upon a closure of the parent task. Our business partners use these triggered tasks as a notification to begin work and prefer not
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