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,
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.
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.
unfollow community
Dears, could anybody tell me, how i can leave the discussions ? There is no Button for unfollow the community !
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.
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
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
How to move templates from a test server to the live environment.
I have a group of new templates on a test server and want to move the to the live environment. I only want to move the templates. How can this be done?
Document Management Workflow - Possible ?
I have a document that I need groups of users on a number of different sites to sign - The document has been loaded into CMDB for version control etc Is there a workflow I can instigate in SDP for this to work something like 1 - Ticket logged - form goes to user 2 - User Confirms sign off - custom field 3 - Notifies designated manager for approval 4 - On approval - ticket closed or returned to SD team for closure Thanks in advance for any ideas on this
Updating an existing F&FR
Noticed today when trying to copy an updated Rule to another template, the message received is misleading --> green messaging when task was not completed: This leads to my second question. - I created a rule and copied it to all our templates. Today I went to make an update to this rule and tried re-copying it again to the rest of the templates. What's the best way to do this without having to rename the rule, copy it again to every template, and then delete the old rule across all templates?
Creating dashboards
Hello - I have created a dashboard and would now like to add reports I have made to this.
Protecting ManageEngine, ServiceDesk Plus site with certification authentication or second factor authentication
We run ServiceDesk Plus on our local network, but would love to access it from the outside without the need for VPN. Because there's some moderately sensitive information in the tool, I want to protect it with more than just usernames and passwords. Has anyone had an experience with locking it down further? I see two options: 1. Requiring a client SSL certificate to be installed; this would lock it down to specific machines with that SSL certificate. 2. Using some sort of two factor authentication.
How to automatically add an asset to an incident or change?
When creating an incident can you have a specific asset added automatically, triggered by the category or in a template or created from a business rule?
Change template: Disable field Created Time
Hello Support. We have ServiceDesk Plus v10506 on Windows Server 2012 R2 with MSSQL 2014 In our Change template, we have configured the rule to disable the "Created time" field for all users. This rule works when a new change is created or when it is edited from the "Edit" button (works perfectly). But, it is not working when we edit the change directly from the form. The form is allowing to modify the "Created time" field. We want all users not to be able to modify the "Created time" field. How
Due By Date Update using REST API
I have successfully created EDIT requests with the API that change fields like description, requester, status etc. however, I want to update a tickets Due by Date as well. I have it working perfectly on the test SDPlus that we have set up but when I attempt to update on prod, the ticket says it was updated but the date does not change. Here is my request: OPERATION_NAME=EDIT_REQUEST&format=xml TECHNICIAN_KEY:XXXXXXXXXXXX &INPUT_DATA= <Operation> <Details> <DUEBYTIME>10 JUL 2019, 12:00:00</DUEBYTIME>
Task Title Script
When using the script found here: https://pitstop.manageengine.com/portal/kb/articles/how-to-populate-request-details-on-associated-tasks I am getting this error: Traceback (most recent call last): File "taskupdate.py", line 24, in reqID = requestObj["WORKORDERID"] KeyError: 'WORKORDERID'
Custom notifications by approver & attachments in approval screen
Hi all, just setting up a new user SR templated and have a couple questions; 1. is there any way to customize approval notifications based on the approver as setup in the workflow for the service catalog template. e.g. workflow approval; %reporting_to% %bu_manager% (dept role) %po_raiser% (dept role) I want to sent %po_raiser% a different approval email to the one setup in the global notification settings. 2. Is there any way to allow an approver to attach documents when approving the request.
Self Service Portal-add url widgets
Hi I would like to add the request catalog page to the homepage of self service portal so user can see it every time he logs in. But when I put the catalog's url in web address when i add a widget it shows a blank page. Any suggestion on that? Best Regards Kevin
Service Desk PLus - Service Request History Tab viewable to all - Not just Technicians,
I would like to see the History tab in Service Desk Plus be viewable to Requestors as well as Technicians. Right now only the technician can view the history tab. Requestors cannot see this and therefore cannot get what steps were taken to resolve or complete a Service Request other than it was completed or closed by the technician assigned to it. Thanks!
Survey Email Tempate: 3000 character limit
We're trying to migrate our surveys to Production and ran in to this error when copying body contents from our Test server. Same version on both (10017), same email body content:
How TO: change datetime settings by default
How can I change datetime settings by default? By now, the default format is: MON DD, YYYY TIME PM Need DD.MM.YYYY HH:MM 24HR SDP 9014
How Can I do, Change Area Send E-Mail or New Ticket
Hi everybody, We have a required setting, New service catalog template created for HR and add new area Label Name "VPN" on service catalog. Add values "Install" or "Uninstall" for listbox. if "Install" value selected how can i do new ticket open other service catalog and linked view or send e-mail.
Migrate 9044 to 10501
We have the service desk plus in version 9044. I thought about creating a parallel environment by cloning the server and data database, and in this environment will be updating the application packs (to 10501). Being all up-to-date and tested, just do the pointing to the production database. doubt: When we update the application, is the database also updated (structure and tables)? If so, this strategy would not work ... If it is not, could I simply install a new application and point to the database
How can I hide Solution topics from requesters
Hi, Currently end users via the portal, can see all Solution topics, even if the solutions are hidden from requesters. How do I make it so that requesters can only see solutions at the portal, if there are solutions available to them?
Postgress High CPU
Hi all, After an upgrade to 10.5 10501 the postgress process is using 100% of one CPU / Core ...so with 4 cores is sitting at 25% usage all the time ! Any ideas / thoughts ? Rob
New Features List from previous version to current
Hi, I have an idea to share to Technicians the new/added features of the current version from the v9.4 and should be posted as Announcement. Is there any list of new features ready on-hand which is purely related to ServiceDesk? I'm aware of this What's new in ServiceDesk Plus but hoping there is a summarise version of it. Cheers!
Masterclass – Software asset management: One app for all the other apps - session 4 June 19th
Hi folks, We had hosted a webinar June 19th on Software asset management: One app for all the other apps using ServiceDesk Plus, the third session of our Masterclass series. We have talked about how you can use Service Desk Plus to: Scan for IT assets and get the required information Inventory and classify software Manage different types of licenses Decommission and reconcile licenses Get real-time information required for compliance audits Using examples, we have demonstrated how to get answers
A Change cannot be saved if one of the Implementers (Change role) has been removed as Technician/Requester
One of the roles in one of the Change Templates is Implementer. When setting up the template one chooses the Technicians who are allowed to perform the required action (it would be great to set this up as a group). When an employee leaves the organisation and the Technician license is taken from that person he/she is still in the Implementer role in the Change Template. That in itself is not a problem but what we encountered was that users are unable to save that Change Template, an error occurs:
Custom View based on current user and group
I want to create a custom request view that can be used by other technicians. I was wondering if there is a way to put Technician = sdp_user.USERNAME, instead of having to pick a tech. What I want to achieve is: Show all open ticket for the current technician plus show all unassigned tickets a specific group queue I found this ticket, but it's for the cloud version. On-prem doesn't do nested query and still doesn't have option to get current technician. https://pitstop.manageengine.com/portal/community/topic/custom-view-my-open-group-unassigned
Adding documents to a Change Template
Hi all, I was wanting to add an impact assessment document to the assess phase for every change. Is there a way to do this? Thanks in advance. Brett
[SD-79002] Credits in Procurement Cost (decimal) field
We have a common Decimal field in which we put purchase costs in our ticket templates, however if we try to implement a credit in that field using a negative value (ex. -99.55) it won't accept that as a legit value. In our example a telecom provider sent us an invoice with a credit that we need to 'bill' our business unit. So we'd need to indicate that as the credit. No big deal creating a new numerical field but i wanted to see how others might have worked around this type of scenario (if at all).
Date?
I have several date questions: 1. Can I set the date format to ISO standard of 2018-02-13 ? (yyyy-mm-dd with hyphens) 2. "Mark Unavailability" date does not seem to follow either of the two date formats set in "Personalize". Is that format adjustable? (I can't attach the screenshots)
Not able to change anything under Organization Detail
All fields reset back to default fillers when I clicked on "Save"
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