Powershell Script issue
Alright, I give up. I've been working on it a couple days now and I still can't get it working. Hopefully someone can tell me what I'm doing wrong. Let me start by saying I am not at all interested in setting up Python on my server. I'm sure it's wonderful, but I've already got my hands full and I can't afford to put Python on my to do list. So, I'm trying to set up adding an approval and sending the mail via Powershell script as a Custom Trigger. My SD install in on prem, and version 10.5 (build
API V3 - search_criteria children
I'm trying to set up a search query using children in the search_criteria (as per the API guide ), however this throws a 4000 error on query. The query works fine if I split it in two and combine the results, however a single one would be better "list_info": { "row_count": "50", "search_criteria": [ { "field": "site.name", "condition": "is", "logical_operator": "and", "values": [ "Sydney","Melbourne","Singapore" ], "children": [ { "field": "site", "logical_operator": "or", "condition":
Roadmap update
Can we have the roadmap updated? The last was in June. Thanks.
[ SOLVED ] Spam Filter Does Not Work
I am trying to block some emails but the spam filter is not working. I've tried the following rules with no success. sender ends with .ru sender ends with .xyz sender ends with @domain.com None work if either only one rule is enabled or multiple. We are using version 9.1 build 9121. Thanks
Due Date/Time vs SLA
Hi, I have a couple of instances where requests have failed SLA due to the user responding to the call closure email unnecessarily, which reopens the call and takes the SLA past the due date and time. As this isn't a genuine SLA failure it is possible for me to manually calculate a new due date & time, based on the genuine time remaining to fix the call within the specified SLA period. However, when I change the due date & time the request is still flagged as an SLA failure, why? Example - 8 hour
Field and Form Rules - Execution Order?
Hi there, I'm trying to do something simple and I don't understand why it's not working. Firstly in the rule onFormLoad I execute a script to: $CS.removeAllOptions(["SUBCATEGORY"]); Then I have an action (not a script) in there to 'Add Options' to SUBCATEGORY = [Option 1, Option 2] (Although I did try to add the options in a script and that didn't work either) When the form is loaded for the requester or technician, SUBCATEGORY has no options. They are existing entries in the subcategories list but
How setup authentication user by ADFS?
Product : ServiceDesk Plus Version : 9.2 Build 9235 Reference URL : https://www.manageengine.com/products/service-desk/ad-sso-integration.html After run script power shell on AFDS Machine : adfscript_2012_r2.ps1 Pending Step for setup first page on ServiceDeskPlus 1. How enable page Admin->SAML Page on my Server? 2. How to change login page to Login in URL of server ADFS? (e.g. https://<server>/adfs/ls 3. How to change logout page to URL recommend from script?
Setting up the cascade reply before auto close.
is it possible to have Help-Desk auto-reply after technicians sent last reply? What we are trying o do is to reply to user and have have help-desk provide 2 additional follow-ups; 1st one after 48 hrs and than 3rd one 24 hrs later. after that I would like to have the ticket to auto-close. Thank you, Vel
PROBLEM TO UPDATE
Dear, good morning. I am trying to update the platform Service Desk Plus (Current version 10.0), but the following "INVALID NODE" messages appear to me, from what I have read, I understand that it is not an error message. But after proceeding with the update, it shows me an "Unexpected Error" message and I cannot continue with the update. Referential image is attached. Greetings.
PROBLEM WITH THE MAIL AND NOTIFICATIONS
Hi, I have updated ServideDesk Plus to the latest version (Version 10.5). (It was updated from version 10.1 to 10.2, and then updated from 10.2 to 10.5) I have had the following problems: -Email is not sent to the assigned technician -Email is not sent to the email to notify -The sending of email to the requester , works only with some users. I have reviewed the notification rules, and everything is set correctly. I have verified with google bussiness support and there are no blockages for the email
Requester would like to close their own requests in Self-Service Portal
Hello Community, our requesters would like to be able to close their own request in the Self-Service Portal. Currently, they can only do so after a technician has processed the request. Is it possible that requestors change their own request status independently of a technician? We are using version 10.5 build 10503. Thank you for your advice.
Does SLA reset when a ticket is re-assigned?
What happens to a due date when a request gets re-assigned to someone else. Let's say I have a 48-hour SLA on resolution for this request and the first technician does nothing with the ticket for 46 hours. If that ticket gets assigned to a different technician, will that new technician now only have 2 hours to resolve the request? If that's the case, how do we fairly measure SLA? The first technician who failed to achieve results would likely not show a failed SLA and the one who was assigned to
Auto-populate the Assets field with the Assets associated with that service.
Hi, Ha anyone achieved doing this. When filling out a change record. I have an application/system service called BUSApplication1 setup in CMDB The BUSApplication1 runs on server1 server2 and server3 (also in CMDB/assets) When creating a change, I key BUSApplication1 into the services affected field and the assets will autopopulate with the 3 servers. It would be even better if BUSApplication1 could also filter for an environment. i.e. BUSApplication1 for the production environment would auto populate
How do I retrieve additional field value of OBO user?
Greetings! I am customizing a form/template to retrieve additional field value of user (requester/technician). I tried the instruction in the article "How to populate additional requester details in request fields using Field and Form Rules" however, this is works only for the logged on user. Is there a way to get the additional field value of user on behalf of whom the currently logon user is raising the ticket? OBO is enabled in our configuration but I noticed that the OBO field is not listed
Query for time elapsed per group
Hi, I need a report that is similar to the "Time elapsed analysis" in the request module but for all requests containing a particular word in the subject, in our case the word "utställ". It should list all the groups where the requests has been, and how long the requests has been in the groups. We also need to be able to set a date span for the report. SDP 9327, MSSQL Regards, Alexander Nordin Region Halland
Mobile App: Sort tickets/tasks
How do you do this within the app?
Detecting Ci collisions (change)
On the current roadmap there is an item in design called: CHANGES Conflicts/Collision Detection Display collision/conflicts in the Change Details page when two changes have common CIs and contain overlaps in their schedules. We'd like to request the collision/conflict logic also review the 'Services Affected' field. We do not use the CMDB - few are - and therefore are not defining the specific CI in the change. Instead we highlight the service that is impacted by the change (Example: Exchange (email)
[SD-81249] Long messages are not displayed correctly
Good Day If I send a long respond to a request, it is not displayed correctly. In the ticket view the first long paragraph is cut off (screenshot.png). If I forward the request, you can see the full first paragraph (screenshot2.png). It would be great if coming updates could solve this behaviour. Thank you.
[SDF-75226] SDP Mobile app
Any plans to bring in CHANGE APPROVALS to the mobile app. Right now, approvers are only seeing Service Request approvals.
Powershell - Find and delete users in SDP from specific OU in AD
Hi, I just wanted to give something back to the community by sharing a powershell script that solved a big issue for us. The script finds AD-users in a specific OU and then removes them from SDP. This is useful if your organization moves AD-users to a specific OU when a user leaves the organization and you want the user/requester removed from SDP. 1. Copy and paste the query from the attached .txt and run it as a query report in SDP. The query exports a list of all users in SDP so it might take
Send notification to requester when a worklog is saved
We would like to send the requester a email notification when a worklog is created on a ticket so that they know their request is being worked on. We have turned on Acknowledge requester by e-mail when the request is updated and Notify requester when a request is updated by editor but neither of these appear to create an email for any actions that I've performed. Any experiences anybody can share?
Who responded to a given ticket
Dear team, Is there any way to pull from the system who was the analyst who has originally responded to a given ticket? Looking forward for your feedback. Regards, Frederico
[SOLVED] Restrict http access
Hello! How can I restrict http access? And work only through https.
Does a template replace the subject line when using Business Rules?
I am thinking of building a template to apply only for a certain automated email that our ServiceDesk gets. It has the same Subject line cadence for every email "Termination Request: USERNAME" with username being unique in each email. I have a business rule for any emailed incident that starts with "Termination Request:" and right now it routes correctly while having the subject and description intact. I would like to apply a template that also sets the priority, changes a couple other unique drop
Incident Based on SLA -Status notification through Email or sms
Hi, I would like to know for all Incidents can we configure automatic periodically Status notification (Email/Sms) should go to the requester
Requests > Default Search doesn't return open calls
Requests > Default Search doesn't return open calls. I think this started when upgrading to SDP 10.5 Build 10506. Any ideas?
Load entries for drop down field from external source
Hi, I'm loocking for a possibility to load a catalog of entries from an external source into a drop down field of a ticket form. Does anybody know a way how I could realise that? I tried it with java script an the addOption in the field & form rules but I'm not able to add new entries I haven't defined for this drop down field before. Thanks for your ideas! Best regards, Michael
User Conference
Hello, Will there be a User Conference in Canada, this year? I was not able to go to any outside of Canada.
Service Catalog Resources
We ran into an issue recently with Incident Fields having a limit on how many we can make. I've since learned the limit amounts, but I'm curious if Resources that are created in ServiceCatalog also have a limit? If not, then great. If yes, what is it?
How to create a SD Ticket from an email?
Is there a way to auto create a ticket for ManageEngine from an email?
Unable to get Requester E-Mail from CMDB API
This is worked some updates ago. on the versions 10506 & 10509 not. Also not working at http://beta.servicedeskplus.com/SetUpWizard.do?forwardTo=apidoc What I do: Admin - API - CMDB - "Get Requester CI Details using criteria" change to simple input data <?xml version='1.0' encoding='UTF-8'?> <API version='1.0'> <citype> <name>Requester</name> <criterias> <criteria> <parameter> <name compOperator='CONTAINS'>E-Mail</name>
ServiceDesk Scheduler
I want to start instituting ticket auto-assignment, but I don't want tickets assigned to technicians who are unavailable. I understand this is possible by applying schedules to the technicians in the system, but I cannot see the scheduler tab in ServiceDesk. We recently updated to 10.5 Build 10500. Is scheduler built into the system by default or does it require additional resources/licensing to view?
Custom task text with request properties
While configuring an incident template i can set up the tasks that it should have inside the workflow tab. But i can only specified static text for the task text, but what i need is set on each of these tasks a customized text with values of fields that were selected/established when creating the requests (also custom fields). Is this possible? Regards
Servicedesk Service Stops Occasionally
Hi Dear all I have a problem on Servicedesk Manage Engine 7018 that stops service occasionally, when I check windows event viewer the two record are exist: 1) Event Type: Error Event Source: servicedesk Event Category: wrapper Event ID: 100 Description: There were 10 failed launches in a row, each lasting less than 300 seconds. Giving up. 2) Event Type: Error Event Source: servicedesk Event Category: wrapper Event ID: 100 Description: There may be a configuration problem: please check the logs. The
Getting signed out of ServiceDesk constantly
We're using 10508. We've noticed that we get signed out of SDP constantly. For instance, when we leave at 5pm in the afternoon and come back at 8:30 the next morning, we have to always sign back in to SDP. Is this normal? We always check the "Keep me signed in" checkbox but that doesn't seem to do anything. We are using Active Directory authentication, but not using pass-thru. Just curious if anyone else has this issue. Thanks.
Beware of 10509 if you use https
Hi, Just upgraded from 10508 to 10509 and the custom http->https redirect we had in place was deleted. So if you use a certificate on your servicedesk server, you need to re-add the info in web.inf after the update - the server.xml is fine funny enough. And if you've forgotten the text needed can be found in the FAQ here: https://www.manageengine.com/products/service-desk/on-premises/faq/upgrade-installation-backup.html Just a heads up. /Rasmus
Custom Trigger: Change Verification notification
Similar to how there's a script to notify users to reply to pending tickets, is there a script available to send to change request roles after a ticket sits in a particular stage for to long? Ex: Once a ticket is deployed and is ready to be tested/verified, send a notification out after 3 days to remind techs to complete and close the ticket.
Custom notification rules based on group
Hi, We are using our Servicedesk system for several teams in the organisation. Requests are sent to different email addresses, which all end up in the same inbox, which is linked to ServiceDesk. In ServiceDesk, we separate the requests through business rules, assigning a certain Group to a request based on the email address it was sent to. Now we could like to customise the "E-mail acknowledgment to requester on submitting a new request" notification rule, so that the content of the email sent to
[SDF-70628] mandate custom field before Submit for approval
It there way to do subj? I want some fields to be filled in before sending for approval And without this fields 'submit for approval' must be negate
Port Number
Not sure if it just me but we have an on-premise hosted ServiceDesk Plus and to navigate to it we have to use the port number on the end of the url, is there any way around this?
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