adding workflow using chart file
Dear Support, Could you please give more information about ( Adding WorkFlow chart reference file ) for Change Management PFA
API ADD_NOTE to service request failing "No Operation"
Hi, I'm currently trying to automate some repetitive tasks with triggers. I'm trying to add a note to existing service tickets once these triggers have run. But the rest API method for ADD_NOTE listed in the documentation is returning "No operation name specified in request. Invalid request." For Example in the trigger I'm building currently when a request for a New User is submitted in SDP I want a trigger to handle creating a Home Folder and adding the user to our "Domain Users" OU in AD. Once
How can a technician specify a Request Closure Code when closing a request?
I have not found a way to specify a closure code when setting a request to closed. How can I do this, e.g. add a closure code "can not be reproduced"? (I have defined them in the Settings -> Helpdesk -> Request Closure Code.) Thank you for enlightening me ;-) PS: Sorry, I posted this in the wrong category. If someone with sufficient rights moves this away from Announcements, I'll be happy. I just don't want to delete it, in case someone else wonders about the same issue.
Python and custom script
1.- I would like to take the details of an application. Then upload them to a local website located in the folder "custom_scripts". 2.-I would also like to know how I can get the information from an application and convert it into a PDF file. 3.- Because some python script libraries don't work if I run them directly in the application. Example import webbrowser url = 'http://idiotinside.com'. webbrowser.open_new(url)
Approve a Task / or many approvers on Request
Hi i have a Problem to solve. With the new Multichoice fields i tried to simplify some Workflows but a new Problem is coming up. So i made an Workflow where someone can request at once applications he wants/needs to use, till now he had to make a new Request for every Application. In our Company every Application has a Key User, this key User has to approve the usage of "his" Application Now if someone choose 5 Applications I have 5 different "Approvers" and everyone of them need to approve only
Updating from v10000 to v10002
Hi, I've just tried to update v10000 to v10002 and every time I run the UpdateManager I see the command prompt flash but nothing else. I've tried rebooting the server etc. but the same thing happens.
ServiceDesk Plus 10003 Released
Dear Users, ServiceDesk Plus 10003 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed Vulnerability: SD-69989 : In forwarded requests, security headers do not update with the correct values. SD-70639 : Cookie vulnerability fixed. SD-73856 : Vulnerability fixed. Requests: SD-46647 : When a request is split, the new request ID in the success message contains a comma. SD-74199 : In request advanced search and
Can someone post the proper fields for v3 API "share" endpoint?
INPUT_DATA='''{ "share":{ "users":[{"name":"Doe John"}], "technician_comments":"Request Shared", "user_comments":"Request Shared", "user_scope":[] } }''' The above was posted by members of the support team. However, I am getting "users field has invalid value(s) : [{"name":"Doe John"}] when i try to enter a requests name using "api/v3/requests/" + $workorderid + "/share" as the api endpoint. Ive seen different scripts posted here in the forums with different values after the "users" : [ ] segment
Report on Agent
I'm trying to run a report on workstations that do not have the latest version of the agent installed. Is there a query you can provide? We are on version 9422 and running SQL 2012.
Error occurred while sending mail
Hi Experts I am getting the below error when sending email to external domains. SMTP settings are perfect
Dashboard
Is there a way to set the Dashboard as the landing page after you login to Service3Desk Plus?
Email Command
I'd like to auto-categorize tickets based on keyword/sender/subject/etc. I found this old article https://www.manageengine.com/products/support-center/help/adminguide/configurations/helpdesk/email-command.html but it doesn't seem to exist in my instance of service desk. How have you achieved this?
Report filter by dynamic date
Im trying to create a report for a Dashboard and I want it to display Workstations that have value in "Warranty Expiry" that has been passed. So when creating my Report i'm looking for a comparison that says "less than today" where today is a dynamic field that uses a "get_date" function. But if I select "less than" I have to select a date in a picker. Looking at the SQL queries it looks like a pretty hard coded value and dosen't give me what Im looking for. I want a dynamic report that shows different
Service Request - Automatically change staus to Closed
I changed the closure rule in ServiceDesk Plus to automatically change the request status to closed when the request is denied, but the request still show open even though it's marked denied, Is there some additional settings that I need to change?
Changing the background color within the helpdesk system
Does anyone know how we can change the background color within the helpdesk system. I am on 9.4 9424. I would especially like the incident template background to have a darker color instead of white so it is easier on the eyes.
Resources link
This may not be the correct place to post this, but I need some assistance. Can someone check the file that is available to download on this link: https://resources.manageengine.com/resources/resource/powershell-api-script-to-create-a-request-in-servicedesk-plus-based-on-an-existing-template The file name does not match what is available on the download. I need a script like this, but don't want to download the file. It's pointing to a solitaire theme.
Email attachments in conversations
Hi, When a user replies to a request as a conversation, attaches an email msg, the email message does not get saved as an attachment but gets embedded in the conversation. Is this by design?
API. Add second email to notify technician (ADD_REQUEST)
Is there are way to add second email to notify technician that he is responsible for just created request, and do it all in one ADD_REQUEST operation?
Request Catalog - hate it
Are then any improvements for the Request Catalog? It's probably one of the most disliked features by requesters and technicians both. With no search function, you have no idea if a template exists or where it would be. I can write a little javascript/html to make a filterable list. But is there any place I can put it within the SDP folders? I can put it on my intranet easy but managers want to keep people in the SDP framework. Anyone else do anything interesting to make this part better.
[Webinar recording] An introduction on Request Life Cycle
Hello folks, In case you missed our webinar on Request Life Cycle, here's the recording: Do watch this webinar at your convenience and share us your feedback. Cheers!
Not pop up the comment's windows when change stage status changed.
Could the comment's windows not pop up when change any status with change stage, how can set it?
ServiceDesk Plus 10002 Released
Dear Users, SDP 10002 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed Vulnerability SD-74037 : CSRF vulnerabilities in incident or service request. Request SD-75279 : Post upgrade to 10, some users are unable to submit the Add New Request form if FAFR is enabled and description in the template is set as mandatory. SD-75292 : Request conversations are not sorted properly in descending order in MSSQL setups.
support request to know what is the procedure to enable the reception and sending of mail in Office365 in linux operating system
We have a client that has installed the servicedesk plus, edition: Standard, in Operating System: Linux, with database: Postgres. The Mail Server could not be configured
HOW to assign duebytime automatically to a REQUEST created by a preventive maintenance task.
I created and planned a preventive maintenance task for every first day of the month at 7AM a request is generated. It works well but I want to know how to automatically set the duebytime value, for example, three days later or on a specific day of the month when is created. How can I automatically assign the duebytime at the time the request is created?
Field and Form Rule - Set Group
Wondering whether there may be an issue in the Field and Form Rules when setting a group based on field change. I'm able to assign a specific technician based on a value set on a drop down box, however when I attempt to 'Set Field' for Group, I get no drop down or validation for group names. Manually entering the group name does not work either, and the group remains as it was set on the form designer. Any other field is able to be set using this method except for Group. I've also tried to use 'execute
{RELEASE={version=9.2}, BUILD={number=9200}
Hello, during the startup of SDP I notice some errors which are not familiar for me. After full start procedure system is available to operation. Can I get any information regarding those errors or what should I do to resolved them? Full error message in attachment: [09:39:43:997]|[12-05-2018]|[org.apache.catalina.session.StandardManager]|[SEVERE]|[28]|: IOException while loading persisted sessions: java.io.EOFException|java.io.EOFException [09:39:43:998]|[12-05-2018]|[org.apache.catalina.session.StandardManager]|[SEVERE]|[28]|:
Time Based Ticket Auto Assignment
Dear all, We have deployed Manage Engine service Desk Plus Version 9.0 Build 9023. We want to auto assign tickets to specific members with time based configurations. For e.g. the tickets received between 8:00AM to 4:00PM should be assigned auto assign to couple of peoples only and the tickets assigned between 4:00PM to 12:00PM should be assigned to another group of people. Any help would be much appreciated. Thank you.!
Issue With Opening Drop-downs in CMDB
Hello, when we go to the drop-down to add a new asset in CMDB the menu doesn't drop down. We figured out a workaround to do this by changing the "Show _ per page" value to a different value than it is currently set, refreshing the page, and going back into the page. However, this is obviously not ideal if we're loading multiple assets everyday. This behavior is experienced with both Google Chrome and Internet Explorer. We are on version ServiceDesk version 9425 with MSSQL as the database. Please
changing the order of services in a service category
Dear Friends, I have 2 question: 1) Can we change the order of the services in a particular service category... by default i feel the services appear in Alphabetical order. 2) Can we change the order of service categories that appear in Service Catalog your replies will be of great help
What is "Incident restoration target" field in service category
Dear Friends, what is the meaning and significance of incident restoration target field in in service category. please explain. you will be of great help
How to automatically select the service requester's GM as service Approver
Dear Friends, Suppose i have a service request ( Say ERP ID Creation). now, the scenario is such that there are many departments ( For e.g. Sales, Service, collection... Etc) and each department has its own GM ( General Manager). this service request is common for all departments and whenever any user from any department request this service, the approval should be from the requester's Department GM. is there a way i can achieve it in ServiceDesk plus? if yes.. How.. Please Help
[SOLVED] Request ID cannot be picked up as the technician is not associated to the site
We are receiving a strange error when in the new view interface and trying to Assign or Pick Up a ticket using the buttons. I was able to replicate in the beta site as well by setting a site for the Requester that was different than the technicians. We can Assign or Pick Up in the Requests view (when you click Requests) or manually. Has anyone else seen this type of behavior in your systems?
Email Delimiter symbol change in build 10000
Hi Guys, Previously we used a query to change the default delimiter symbol from ## on email correspondence to/from Service Desk Plus; For example if we wanted to change it to + signs we would use; update GlobalConfig set Paramvalue='++' where Parameter='Title_Delimiter'; This row doesn't seem to exist in the DB a newer version of SD+ we are trialling. Is anyone able to advise on a new query to use so we can change the delimiter? We are trialling build 10000 using MS SQL Thanks
SMS not working
My company has changed Exchange servers. Once we moved over to the new exchange server, sms stopped working. I have added the new exchange server ip in the mail server settings and shut off the firewall on the new exchange server but I'm still not able to get SMS messaging when a ticket is created. Any ideas on why it stopped working?
ServiceDesk Plus 10001 Released
Dear Users, SDP 10001 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Change SD-71824 : In the combined list view of requests and tasks, you can view the total count of tasks by clicking the Horizontal Ellipsis icon at the bottom-right corner of the task list. SD-71824 : To get the item count in any module other than Requests using GET API, pass get_total_count as true under list_info of Input Data. SD-74373
User sessions
Hi, Tell me please, where are user sessions stored in SDP? In cookies or in a database? Where exactly? Can I read the documentation? Thanks!
Custom report
Hello, I am trying to create a single custom report which can allow me to see how many open tickets are 10 days past SLA, 30 days and 60 days. Is there a way to get it on one report ? I have attached a sample report. I am looking for something similar. Thank you
java.lang.StringIndexOutOfBoundsException: String index out of range: -1
When I take a query from SSMS (SQL Server) into a New Query in Service Desk, I almost always get this error: 'java.lang.StringIndexOutOfBoundsException: String index out of range: -1' I frequently see posts like this, where a replacement query is provided. I'm having trouble telling what changes are made. I found that it looks like schema is an issue, so I removed schema, but still get the error as well as using the AS function to rename a field. Also, date formatting seems to be an issue, so I just
blank page after update to latest version 9426
Hi, i get a blank page after upgrade from 9416 to 9426. any clue why? service is running.
How to Hide Requester Details after submitting the case
Hi there, I found the code below but it doesn't work anymore. jQuery('[name=selectedCIs]').parents('div.fafr-row').eq(0).hide(); Please help. Thanks,
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