Custom Schedule
I am looking for a script and sql statement to close certain requests. All requests in a certain group that have all tasks completed (there can be up to 30 tasks) and not in a waiting for approval status. I want to add "Closed Complete" to the resolution field and close the ticket.
Large wal_archive folder
Under ManageEngine > ServiceDesk > pgsql > data > wal_archive there are 607 files (and growing!) all of roughly 16MB. The first one dates to 04/05/18 which is probably around the time I installed quite a large ServiceDesk patch, we are now up to 9.4 Build 9412. Is there a way to reduce/remove these files and prevent the issue from continually filling up disk space on the server? I am not sure what the 'wal_archive' is used for, as we just take a full backup from time to time with the backupdata.bat
Incident Service Catalog
Hi All, We are doing a demo test for management-engine Servicedesk, the tool is awesome but, I would like to know if you guys have done a customization regarding this topic, we are discriminating our tickets as "Requirements and Incidents" I checked by my own and I found this old post and this is what we want to achieve. create a column with alphanumeric values to discriminate the ticket in the service catalog. Example: REQXXX or INCXXX https://resources.manageengine.com/topic/customization-2-6-2016
E-mail Command
When I send mail with e-mail command appear in the description, for exemple: @@OPERATION=AddRequest@@ @@CATEGORY=Printer@@ @@SUBCATEGORY=Tray1@@ Is it possible that this text in the description is hidden and can add another? I do not see any label to add text to the description
Email reply request ID double up
Hi there, When replying to a ticket the request ID is added in the subject so that when they reply to it SD+ knows what ticket it belongs to. But when I reply to their reply, the request ID is added again along with the subject (which now includes the request ID) so the longer the conversation the more request IDs get added. Have we set this up incorrectly? See screenshots Cheers, Nick
Integrate ServiceDesk Plus with ADManager Plus certificate issue
I am trying to integrate SDPlus with ADM Plus. I've entered the correct information in SDPlus General Settings - ME integration, but when I select "Test Connection and Save", I receive an error stating: DC is running in secure mode(https). The certificate from this product should be imported into SDP for https mode. Refer help card to import the certificate file." (see attachment) How do I do that? I don't see anyplace that I can do that? Can you please send me directions?
Is there a report that I can run that will find all the assests with low disk space?
I would like a report that would find all in use or in store assets that have less than 10% drive space remaining on C: drive. We are using SQL 2012 and are on version 9409
Scheduled requests
Hi! I want to print out the scheduled tasks via SQL. Which table is it? Thanks! Regards
Right to Left solution in Manageengine service desk
we have a problem in "Right to left" conversation . please help us
Additional Fields Pick List - no sortable?
I found a post from 12 years ago that you could sort the pick list of an additional field. Plus, I see in the online users guide where you can supposedly click the "arrows" to sort a pick list. I do not have arrows to sort the list...not in the actual request when creating the ticket nor when creating the additional field itself. How do I sort the values in a pick list? I created the values in the pick list in the order I want but then they all got mixed up somehow. I even prefixed the values with
unable to generate scheduled report
Could you help me to know the reason for some of Scheduled Reports that get error and while generate send me notification email unable to generate scheduled report??
Automatic Approver
Has anyone been able to configure SDP to automatically populate an approver, when you select the Submit to Approver action within an incident?
Setting Department via API
Hello - I'm looking to set the "Department" of a request via the API. I've tried adding the department with this endpoint, sdpapi/request?OPERATION_NAME=ADD_REQUEST and the following XML <Operation> <Details> <parameter> <name>requester</name> <value>Requester</value> </parameter> <parameter> <name>subject</name> <value>Request Title</value> </parameter> <parameter> <name>description</name> <value>Body</value> </parameter> <parameter> <name>department</name> <value>DName</value> </parameter> </Details>
Adding text to Template
Hi, Is there a way for me to add text to white space areas in a Template? As an example; we currently have text in our Description field asking users to put as much detail as possible so that we can help them quickly, but I would love to be able to put this just under the field label instead. Thanks In Anticipation Ian
Help !!! i delete a project i can't recovery!!!
Dear, sir, I delete by mistake a Project... can i recovery it? best regards
Scheduled Reports
Could you help me to know the reason for some of Scheduled Reports that get error while generate send me notification email unable to generate scheduled report??
Bulk change the technician assigned to a request
Is it possible to do a bulk change of the technician assigned to a ticket and assign those tickets to a different technician in the same group?
SDP - Technician wich can add new users (requester)
Hi how can I make a Technician who can create new users(requesters)? don't want to make him ADAdmin. I test with a ROLE option "Adding Requester" enabled and view: "All in group & Assigned to Technician [Requests and Changes only]" because don't want him to see all requests. but when I login with the technician don't see the admin tab, also cannot see the add requesters in the quick action under request menu neither. any help? thanks
ServiceDesk Plus 9412 Released
Dear Users, We are glad to announce the release of latest servicepack 9412 for ServiceDesk Plus. This servicepack includes 27 new features , behaviour changes and bug fixes. Take a quick tour of our new features. Check out our Readme for more and download the servicepack here. Try our demo before upgrade. Step by step installation process can be accessed here. Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Alert Requesters Manager/"Reporting To" when Request is put in
Is there any way for a users "Reporting to" user to be notified and/or CCd on a ticket what a user emails in a ticket? I would like users managers to be notified when their employee puts in a ticket.
Custom notification for 1 specific user?
I have a custom email notification when a request is created. Would like to know if there is any way to have another custom template for 1 specific user.
Join us in Denver or Seattle to transform your IT management: ManageEngine Seminar 2018!
We're hosting a free IT management seminar on Tuesday, July 24 in Seattle and on Thursday, July 26 in Denver, and we'd love to have you there! We're going to be touching every aspect of your IT, and you can expect some great insights and fun discussions. Click here to check out all the details. Click here to check out all the details. What's in it for you? Discover ways to simplify complex IT tasks and improve business productivity. Learn some best IT practices for your organization, brought to
Upgrade failed: Problem during installation of patch: ERROR: column am.amcanorder does not exist
Hello, Could you please help the error when upgrade with issue "Problem during installation of patch: ERROR: column am.amcanorder does not exist" Application server: Linux redhat 7.5 x64; SDP 9.326 DB server : Linux redhat 6.10 x64; Postgres 9.6 Update from SDP 9.326 to 9.334 Thanks, P
Too many categories
Our IT Department is split between five different groups. Each group has their own specific responsibilities and very rarely overlap with each other. At the moment we have all the categories that each group uses listed but it's gotten rather long and you have to hunt to find the best category for a ticket. Because of this and the high workload the techs tend to use a generic category we have listed and that doesn't give us a very accurate reading of what we all do day to day. But it's fast and their
Rejected requests with more than one approver are not closed automatically
We have configured in SDP the auto closing option for rejected requests. This option is currently working in simple cases, but if we reject a request that have more than one approver per phase, this request is not closed automatically. Do you have any idea of the possible cause? Thank you. Simone
Home Page customization
Is there a was to create additional home pages? I would like to create an additional page, but it seems to be limited to technicians and requestors. I would like to add Change Managers and maybe one more. Is this a possibility? Also is it possible to edit the existing widgets? I would like to modify the "My summary" Widget.
Field Dependancy
Hi, We are trying to add additional fields to Incidents and Requests to identify the Floor and Room that the Requester is located in. So we may have, as an example, the Floor field as First Floor and the Room field as Meeting Room 2. We were looking to have two separate fields, with the Rooms only showing for the selected Floor. This would work similarly to Category and Sub-category, but I cannot seem to find any way to make it work. Does anyone know if it is possible and has anyone done this previously?
Using the API to pull open tickets
Hello, I am using powershell to script somethings. I was wondering if it is possible to use the API and powershell to pull only open tickets? Thanks!
Importing Requesters on Full domain results in an error
When i go to import requesters and I click Import Now, then select the full domain or top level OU, it takes me to this error screen in the attachment. I can dig deeper into the OUs and do smaller batches, but when i try to import the top level it results in an error.
Can't get Mail Fetching to work after migration to O365 outlook.office365.com
Hello, after migration to O365 I can't get Mail Fetching to work. Sending email via SMTP work fine. I've tried multiple settings IMAP/IMAPS/POP/POPS etc with different settings and credentials. Kindly see attached log file. I would appriciate any help and tips that will help solving this case. Our version: 9.4 compilation 9407 Ports are open. Br, Maciej
Active Directory Sync
When a scheduled Sync is set - are you able to select specific Folders in Active Directory to sync and not the whole Tree?
Self Service Portal URL
HI Can't seem to find the default Self Service Portal URL CAn you tell me what the address is?
Delete Table Views in Upgrade to 9.4?
I have been in the process of upgrading a test environment to the latest version, and noticed that things got a little more complicated with the upgrade to 9.4. I have waited for the migrations to complete, but I also found a reference to deleting table views in the database. The only view that exists in our database is the sdp_DateDiff view - is it necessary to delete this one? Or is it more meant for deleting any custom views that admins may have created?
Assets with the most incidents
Hi, Is it possible to create a report showing the assets that have the most linked incidents/problems? Thanks
[Free ServiceDesk Plus training] : Masterclass webinar series
Hello there, On April 12th we started our free, eight-part training series on the major modules in ServiceDesk Plus. This ServiceDesk Plus Masterclass series was designed to help you make the most of ServiceDesk Plus and implement ITIL best practices to improve your service desk's productivity. We are nearing the end of the series with just two sessions remaining. Unlike previous sessions, where we discussed ServiceDesk Plus' major modules, these sessions are about additional customizations
Business rules/Triggers
Hello, I'm looking at doing some automations within the application that involves changing the status of a ticket. For example, we use the 3rd party status when we need assistance from vendors. I would like to automate a process where the ticket, once it has been in the 3rd party status for a period of time, triggers a notification to the technician and then changes the status of the call. Would this be possible? I was thinking that we could do this within the Incident SLA section but there is not
Closing a dependency
When working with tasks, I found that I couldn't close a lower level task dependency once I completed it. I had to close the parent first, then go back and close the dependent. Shouldn't this be the exact opposite? Shouldn't I have to close the dependents first before I can close the parent? Shouldn't the objective of this function be to create a task list with action items, and close each action item, then close the parent when all actions are taken and completed? Maybe I don't understand the concept
Custom Form Grouping or Labels
When creating custom forms using additional fields is there a way to group like sections of the fields together and separate them from other groups? Also would like to add header or sub-header labels within these sections but i do no see a way to just add a label without a text field or other input widget. Thanks.
Jira ticket update on a scheduled basis
I have configured the one way Jira integration with SDP, by using the provided standard facilities. However it means if I want to fetch changes in the Jira issue, I need to go to each individual ticket and select the "Updating_JIRA_Information" manually on a regular basis (or when I know Jira issue was updated). Two way integration via Jira itself is troublesome, as Jira cannot query the SDP API properly via Webhooks - it supports only Jira issue ID/name in the URL called and not the SDP ticket ID.
Advanced Search not retaining conditions
Advanced Search in Request View is not keeping the AND/OR parameters selected. A number of months ago I created a multi-line search that I used at month-end to ensure we had all pertinent fields populated prior to running monthly reports. This consists of multiple lines connected with the OR condition. After updating to 9409 (we did 4builds at once) the criteria changes to AND for every line. This necessitates changing all AND conditions to OR every time it is run. The conditions are not being kept
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