Extract Notes as Readable Text using API
Hi Pitstop Community, I am trying to extract notes from a ticket in a reader friendly format. I have used an online powershell script from pitstop to extract certain parts of request, construct an email with HTML and then send this to a distribution list. Extracting the request details is straight forward (some example) as below but I cannot find notes. #Add Request fields values as needed $ticket = $obj.request.WORKORDERID #Request ID $notes = $obj.request.NOTES
ISREAD
What does "ISREAD changed from true to false" mean? It's from Request History
Powershell API v3 "Get All Requests"
First off, here's my code: $header = @{TECHNICIAN_KEY=$ApiKey} $params = @{input_data=$input;format='json'} $Uri = $SdpUri + "/api/v3/requests/" $result = Invoke-RestMethod -Method GET -Uri $Uri -Headers $header -ContentType "application/x-www-form-urlencoded" $result | select -expandproperty requests | select id,subject,requester By description, this is supposed to get all requests. However, it is only returning the latest 10 requests. I need to be able to get more than that, as I am attempting
How to remove default "Helpdesk" dashboard?
Is there a why to remove the "helpdesk" dashboard?
Dropping Time and Time Zone Information from Date in Scrip
Hi everyone, I was wondering about how I could take the value of the below and drop everything following the date. I don't need the date-time, just the date. This is extracted from a field to be put into the subject for easier management. $CS.getValue("GUDF_DATE1"); The value pulled from the field is very long and unsightly for a subject line. Is there any way to do this? Is the scripting language vanilla JavaScript? Or is it something a little more esoteric? Thanks, Devin
Way to change the default message "Request does not fall under your premitted scope. So you are not authorized to update the same"
A technician use the "Edit" button to update a request, after she/he assign the incident to another group which she isn't part of the group (and the account are not allow to view all request). The above message appear "Request does not fall under your permitted scope. So you are not authorized to update the same" Is there way to change this message? Or can it just close and return to the Request webpage. Regards
Service Catalog & Product Price
Hi I'm testing v10 currently & looking at refining our self service portal further. Here is the scenario. For a Service Requests for new IT equipment, a) I have a form & with a resource for 'New laptop' b) I have a drop down of available laptops which has been populated by adding options from the asset list c) Each asset has a price associated with it Qtn. How can I get at those prices to display a cost total to the end user or calculate a total for approval? Currently, I have a script which includes
Add the approver stage
Greetings, team. When creating an incident, it is necessary to add the approver stage for a specific employee through custom trigers. Tell me, can anyone have a ready-made script? Thks.
[SDF-60131] Notify VIP Requester when a new request is created
Hello, We currently have an email notification setup to reply to the requester once they have logged a ticket. I would like to exclude 'VIP' users from receiving the standard reply. I have setup a Business rule that sends 'VIP' users a different response. But at the moment they are getting both the standard reply and the new business rule reply. Please kindly assist. Thanks T
Problem with attachment in email
I have a problem,When I add a picture o document with a email for answer any request. I look this message " the value indicated for attach is not valid". The problem began since update for the version 10.5 Construir 10512. If anyone can help me as soon as possible. Thanks
Linux install pre-requisites
What are the pre-requisites to install SDP on Linux? I'm trying to install it on an Ubuntu 12.04 box using the console and all I get when I run the file after applying the permissions is the following: Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. ................................... ................................... ................................... ...................................
[SDF - 82209] How can I create a webform from template
I have a request and I have created a custom template. I have chosen Mode as Webform. But, the user wants to see this without logging into Servicedesk plus and create a ticket. He wants to use the webform directly like a URL that can be placed in our Intranet website and they can go and fill in the form and submit it. Can it be done?
Query to find duplicate requester records
Hi, Because of a change in e-mailaddresses some requesters are registered twice after AD-sync. I am trying to create a list of requesters with two records in the database. I have made a query out of gathered information from the forum to get a list of double records of users, so I can remove the . The query shows all users that occur > 1 times in the database. Only, I'm missing double records in the results. SELECT AaaUser.FIRST_NAME, AaaContactInfo.EMAILID FROM AaaUser INNER JOIN SDUser ON AaaUser.USER_ID=SDUser.USERID
Rarely used licenses
Hi, How is the 'rarely used licences' (Assets - Software - Software Summary) calculated? My organization is looking for a way to gather statistics about rarely used software and i need to know how the data is gathered, calculated and how a license is classified as "rarely used". Also, is it posible to get data on how frequently a licensed software is used per user/computer?
SLAs - Marked Against Technician
Hi, If technician 1 has a call in there queue, which then violates the DueBy or FirstResponse SLA but then techician 2 then closes the call, which technician does the SLA breach get recorded against? Thanks Andrew
How to hide Request Properties from Requester in Manage Engine Service Desk
Hello, How i can hide the Request Properties from Requester in Manage Engine Service Desk, i just want to hide the Technician Field. Thanks
How to query the ReportingTo variable value
I would like to list all the people that are required to approve Requests. I use the $ReportingTo variable for Approvers and would like to query who is behind the variable. We are using MSSQL.
startout.log file is huge. Do I need it?
On my production system there is a file at \\manageengine\servicedesk\bin\startout.log that is over 50 GIG. Do I need this or can I delete it without consequences?
move database SQL
Hi, I'm trying to move the database to a new server. I enter the new server name the user and password, and the connection establishment. But when I press save, he forced me to enter Master key, what is that?
Zapier integration
Hello, Is that possible to integrate Service Desk Plus with Zapier? They asking to go to https://zapier.com/developer/ for this, but it should be done by ME and not the customers. Thanks!
Field and Form rules with the Editor field
Hello, Any ideas on if it's possible to use the Editor field in any field/form rules? I don't see anything when looking at the list and have tried a few bits to see if I could force it, but no luck there. Just trying to setup a template for our HR team whenever there's a new starter but it'll notify the manager and they'll need to edit the request. Currently to raise the request they'll need to enter the manager's name in both a manager field (A resource field created for reporting purposes) and
Associate Problem to incident (roles)
Hello, I've set-up a Technician Role the following way: Having the Problems permissions set also to EDIT it allows Technicians to Search and associate an existing Problem to an Incident but also allows the Technician to fully edit the Problem. Is there a way to only allow Technician role to View Problems and associate their own Incidents without being able to edit the Problems (which i would live to the Co-Ordinator role)? Thank you
[SDF-40873] Dynamic group validating a custom field in AssetExplorer
Hello Support. We have AssetExplorer v6502 installed on Windows Server 2012 R2 with MSSQL. We have a custom field for assets called "MARCAS". We want to create dynamic groups of assets so that the assets are grouped based on the custom field "MARCAS". Is this configuration possible in the Asset Explorer console? Or is there a possibility that within the dynamic group criteria the name of the asset can be validated? That is, when the name of the asset begins with, contains or ends with. Regards. Rafael
Drag-N-Drop?
Hi, now and then we need to attach files and copy of emails from Outlook in our case and it would be nice if it would be possible to do this with drag-n-drop into ServiceDesk. Any chance this will work anytime soon?
Create/Update Contract from Ticket
Is there a script available to export request fields into a new or existing contract? We'd like to use the Contracts module for a business process but it currently is a manual process to add contract details. We'd like to use existing contract form fields and auto export the field data to a new contract or to an existing one.
Is ManageEngine violating GDPR by asking support logs containing personal data?
The current state of support logs contains first name, last name, and email address of the people within the organization using SDP system.
Forward EMail with Attachment Upon Ticket Submission
Hello I have a requirement for when a certain ticket is submitted with an attachment an email is sent to a number of recipients and include the attachment I have looked and this topic covers part of the request but not the inclusion of the attachment https://forums.manageengine.com/topic/sms-email-for-requestors-the-business Any help greatly appreciated. Rhys
Change Request stage: customizing /adding text to the impact tab under planning - analysis
Hi When raising a change request it has al the six stages. Un the planning tab there is an Analysis section which lists impact, Rollout plan, Backout plan, check list etc. Is it possible to rename the name IMPACT and/or add extra information as an example for impact: .
Business Rule - Change the Request status to Resolved from email body content
Hello, I need to be able to set a business rule where, when an email reply to a request comes in from a specific vendor of ours, and the body contains $$Resolved$$, that it changes the status of the requests to Resolved. I have a rule setup now where (To) is our vendors specific email address, AND Description contains $$Resolved$$. However it does not seem to work. I also tried where $$Resolved$$ was in the Subject but that didnt work either. Is Subject and Description looking at the email or
Worklog Display
Dear Team, We have recently upgraded service desk from 9305 to 9326. Earlier when we entered a list of items in the worklog it was displayed as a list, however, after the upgrade it seems to be converting lists to paragraphs. This makes it harder to read.
Work Log First Response
Is there a way to automate the check box for "Consider worklog addition as first response" to be checked by default when the initial Work Log entry is added?
[SOLVED] Update Failed - Service Pack Already Installed
I had an issue installing the v10 SP1 update. IT essentially killed my installation, I have rolled back and recovered my data, I am now trying to install the udate again and I am now getting the error "Service Pack is already installed" I am currently running 10021.
Hide Groups
Dears , How i can Hide specific Groups from a certain Template? thank you
Disallow Technician to Resolve Request Opened by himself
Dears , How We can Disallow The technician to resolve request He Open it , Your Help is highly appreciated. thank You
Inconsistent Table Design in SDP
Do you guys have plans on making a consistent UI for tables in SDP? It looks like there is no standard look and feel for all tables. Here are a sample set of screenshots from different modules and their table design: REQUEST MODULE: PROBLEM MODULE: PROJECT MODULE:
Installing Manage Engine Service Desk in LAN
I have downloaded and installed Manage Engine service Desk plus in my computer. I want it to be accessible by all computers in domain. When I Configure an alias URL which will be exposed to the external world. it works in my Computer but It does not work in another computer within the same network. How should I go about it I want to integrate it with our intranet website. Here is the link: http://King-PC:8080
Remove Quick Actions
Hello, Any ideas on if it's possible to remove the quick actions menu, ideally for a requester - as the only option they have access to is their archived requests - but I know none of us use this menu so if the only option is to remove it entirely that's also fine. I doubt there's a tick box hidden anywhere but I assume (not knowing any CSS, webdev etc.) that this could somehow be removed? Though a tick box so it's removed in a 'correct' manner would be nice! Regards, Connor Taylor
[SDF - 81675] Incident Resource Questions
Hi again, I've seen this is a 'high demand' feature request from 8 years ago (SDF-36411)... It might be on the roadmap... It's unclear: (https://help.servicedeskplus.com/roadmap.html) Service Templates Map resources across templates. Configure a separate list view resource questions with Add/Edit/Delete options. In my incident templates I'm asking specific questions that are only useful for that type of issue. For example: 'Expected Commission' and 'Actual Commission' are both pieces of information
Script for periodic notification to Requester
Hi, 1. I have a requirement to write a Script for, forwarding periodic-Automatic notification to requester, for a specific Type of incidents (Say P1 for example). 2. Notification to be forwarded in following scenarios: (a) At a specified time interval (b) Notification to be forwarded at every status change of the ticket. Can anyone pl help with the script meeting the requirement. Regards Karthikeyan
Update Departments
Before setting departments for my requesters, they added requests. I then changed all the users in bulk (selected all Requesters and used "Assign to Department" under the Actions menu) to add them to departments. Their requests did not update. Is there a way to change these requests without editing each one, changing the requester once and then changing it back?
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