Service Desk Plus REST API - '&' Character causes errors when used in category name
Hi everyone, I have been at this issue for a while and I am yet to find a solution. Our system is set up where one of the CATEGORY options is "Email & Phone". However, If I attempt to make a ADD or EDIT Request with that as the CATEGORY name I am given an error. I was using JSON as a format so I tried JSON specific escape characters which did not fix it. I also tried XML as a format and used "&" to replace "&" but I still received an error. Any help would be much appreciated.
unable to upgrade to 10.5
I recently upgraded to 10.0 without issues. I took another backup but when I try to upgrade to 10.5 it always reverts. I am not using Postgresql but in the log I keep seeing Upgrading PostgreSQL Completed extracting 15% Completed [|] [-] Error occured while migrating postgres database. My database is MSSQL. is there a way to get it to ignore Postgresql. I have been using ManageEngine_ServiceDesk_Plus_10_0_0_SP-1_0_0_Linux.ppm when attempting to do the upgrade OS: Ubuntu
Migrate 9044 to 10501
Good afternoon! 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. 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
Beginner help with Powershell and RestMethod API calls
My main goal with this is to be able to add a new request (which I've already tested successfully) and then add a reply to it. So far I'm having trouble with the reply part. In digging through the API v3, it doesn't appear that there is a reply function (and I don't think that Update Request is the appropriate one unless I'm mistaken) built into v3, so I think I'll have to use V1. However I'm not quite sure how to. Here's the code I have, which I think is a mash of V1 and V3: $ApiKey = "My key goes
Auto attach and resolve
Hi everyone, I'm struggling a bit with the automation. The staff that we support are not very "self-supportive" and are not expected to benefit from Self Service links. What I'm looking to do instead is when they create a work order for something that can be done themselves that it's automatically resolved with an attachment. Is this possible?
SSO / Pass Thru not working
I have no idea why. Everything appears to be set up properly. Pass Thru account was created successfully, I get "success" messages when enabling, but when I visit the page, I get an NTLM failed message and am forced to sign in. When signing in, I can use my domain credentials to successfully sign in. I see some "Access Denied" errors in the logs, but I have no idea what access has been denied, the logs are not very clear. I've zipped up the logs folder and am attaching them here. This is the
Technician Availability
Question about this item on the Roadmap: Ability for the technician to mark online / offline which will be helpful to assign requests / tasks One of the challenges we have is determining what's on everyone's plate. We use a combination of an Agile Whiteboard, Project Tasks, Requests, and email to try and manage work. We plan on rolling out the Technician Availability chart this summer to eliminate a few other time tracking tools and hope to eliminate the whiteboard as well. The goal being to have
Assigning calls to online technicians only.
Hi So we have a helpdesk of 4 people who work a shift rota as per below: 7am-3pm 9am-5pm 10am-6pm 2pm-8pm An example of what I am looking to do is below: From 7am to 9am I need the system to only assign calls to 1 person who is online and started at 7 From 9am to 10am I need the system to only assign calls to 2 people ( 1 that started at 7am and 1 that started at 9am) The issue is that when Auto assign is on, it assigns calls to all 4 technicians even though 2 of those are not in the office. Is this
I can't open the service and I can't upgrade the version
I have the build 9336. When I start the service after a few seconds, the service stops... And also the other problem that I have is when I'm upgrading the build I need to confirm the upgrade. When the upgrade finishes, I start the service, after log in I have a problem and I can't use it. Please, I need to know how can I resolve the problem because I need to upgrade the version with my data. I start to upgrade the version in the build 9007
ServiceDesk Plus startup issue post 10500 build upgrade
Hello users, As you maybe aware that Java Runtime Environment (JRE) has been upgraded to the build 1.8 in ServiceDesk Plus 10500 build. So far, we have had handful of users reporting startup issue post 10500 successful upgrade and most of the cases found to occur as the application tries to start using JRE 1.7. This occurs due to environmental restrictions with renaming the folders. In case if you are facing start-up issues post 10500 build successful upgrade and happened to find the below traces
How to dynamically populate Change Management role?
Hi - I have set up our Change Management roles to prevent the Change Requester from having edit permissions on the Close stage, and I created a new role called "Change Closer" to fulfill the role solely of closing changes. The idea is that this person must be different from the Change Requester. However, I cannot seem to dynamically populate it when the Change ticket is submitted. Ideally, I'd like to open the form and based on whichever user is in the Change Requester field, choose one of their
Email to ticket with template
Hi, I'm looking for a requirement where in I will send an email to servicedesk@comany.com and the subject will contain the word "Phone" when this email reaches the SDP can it lookup the subject and associate the template by the name Phone and create ticket with mandatory fields filled as per the template? is this possible?
( SDF-49935 ) Project Gantt View: Ability to view Milestone tasks
Minor enhancement request for the ability to view and edit Milestone tasks after clicking on a Milestone from within the Gantt view. Currently when you click on the Milestone on the left sidebar, the Milestone details open but the list of associated tasks is not shown (Task tab).
[SD-77879] Unpicked Request Notification and Assign Technician Only After Approval
Hi Everyone, I have a question about how two features in ServiceDesk Plus interact. I currently use the setting "Assign Technician only after Service Request Approval" for many of the Service Request templates we use in our organization. This has been working well for us, and only assigns the request to the technician once it's approved. We are also planning to implement "Send notification to technician(s) when a request in this group is left unpicked" for our support groups. This is to ensure the
How to export-import PLSQL data from one server to another server
Hi, I've tested all functionality in my test server and now I planning to move all data and etc from one server to another server. Anybody helps me that how to export and import PLSQL data. Thanks,
Custom SQL sentence
is it possible reopen a ticket with its previous stage? If a ticket was in status: feedback, and a technician changed the status to closed, can with sql revert that?
Template tasks in API
I am having trouble creating requests using the V3 API which include tasks created from template tasks. I have tried adding the "request_template_task_ids" field to my request JSON and including the task IDs to be created, but this produces an error. Is there any documentation or examples of how to properly use this? I am able to create the request successfully, but the task portion causes the error.
User Issue
Dears , I have an issue that During changing requester to a technician the system stopped for unknown reason , the user is not showing under requester nor under technicians Tab. The User can Login & open requests , I need your help it's very Urgent. I am Using SDP 9.4 Build 9425 MS SQL 2008 Thank you
How to modify existing widgets?
Hello, I need to make the Home page more useful to my techs by changing or creating a new widget to show their tasks/requests. For example: My Tasks, seems to only show tasks that are assigned to the technician, but i want to modify this so it will also show tasks assigned to any of their groups. My summary, I would like to modify this so it shows Active Requests assigned to the technician or their groups. My approvals, this does not seem to show approvals for Solution articles. Is there a way
Mobile App & Security with ServiceDesk Plus On-prem
We've recently implemented Service Desk Plus, and from what I can tell, multi factor authentication is not supported. We have a strict rule in our organization that services can not be made publicly accessible without either MFA or the requirement of mobile device registration (intune) to access the reource. I can get the mobile app to work via Azure application proxy with passthrough authentication, but without MFA this is not an option. Using Azure proxy for pre-auththentication works for browser,
How to display an "additional user field" in the criteria for Business Rules
Good afternoon, I would like to know if it is possible to show an additional field that I have created for the users within the criteria of the Commercial Rules. For example: City field I need for example to create a commercial rule so that all the cases that are opened by the users of "Colombia" of the City "Bogotá", are assigned to the group of technicians who attend only in that city.
Message in Approval Stages
Hi When i try to add 2nd approval stage with 1st stage still pending approval, it allows to only add the name of the approver without any message. Whereas if the the 1st stage is approved i am able to add the name as well as a message to the approver. I am not sure if this an issue or the normal behavior , please clarify. Regards Rayeez
How do configure sql server connection when encryption is required
My SQL Server database (2016) requires encryption for connection. How do you update the database Params file to support this? I have tried ssl=require and ssl=authenticate.
[SDF-71500] Admin Tab Security
it would really be helpful to be able to give permissions to technicians to only certain areas of admin tab. Project managers can add statuses or types we (admins) have to do it for them. There are many other areas like this as well.. is this feature coming or is there a work around?
Response & Resolution Notifications for specific SLA's
I am looking to enable notifications when specific SLA's (not all) have fallen past their Response and Resolution due by dates, when these dates/times have been entered manually by the technician. Is this possible at all?
Hide "Add Note" option for users
I want hide "add notes" from requesters. And I made changes according this KB: https://pitstop.manageengine.com/portal/kb/articles/hide-add-note-option-for-users But in last SDP versions this doesn't work. It there some way to accomplish in version 10500?
MS SQL Server 2017 Support for ServiceDesk Plus
Does SDP support MS SQL Server 2017? Also, is there a recommended edition (standard, enterprise) going forward? Current version: 9334
Anyone know if its possible to get tickets that are open for a asset thorugh API?
Does anyone know if its possible to get the open tickets for a given asset through API? i'm wanting to create a little dashboard for my team that shows up when tickets are open for some assets. Currently we have to browse to assets, find the asset, then view requests to see them. I'm hoping to just pull back how many open tickets there are for a given asset as shown in pic below.
Auto-assign tickets to group based on site
I didn't see this posted elsewhere, but please feel free to point me in the right direction if it has... I would like to auto-assign tickets to Support Groups based on the Site. We have multiple sites around the world who are supported by local technicians. If we can automatically route the tickets to them it would reduce turnaround time for resolution and save us significant time dispatching tickets. Can this be done? 9.1 Build 9120
Adding vendors
How do you add vendors that are not regular users? Need to be able to choose vendor from drop down menu in purchase and contract management module.
[SOLVED]Automated close, holidays and operational hours
Hello, Does the "automated request close" process take in consideration working days and holidays or not? I mean, if I set up "Close resolved requests after 1 day" and set the request status to "Resolved" on Friday (working days are Monday-Friday) - it will be closed on Saturday or on Monday? This question is also about Holidays - if I resolve request on a last day before long holidays - when it will be closed? Thank you.
How do you measure? | Support Group First Response SLA Breached for tickets handled by multiple support groups
We have a bunch of incident and request tickets that transfers from one support group to another support group. I want to measure the first response of each support group who handled the ticket. Real-life scenario: Requester raised a ticket to report that she has slow Internet connection on her workstation. Service Desk took ownership of the ticket and found that this issue requires a site visit. Service Desk assigns the ticket to the Onsite technician. Onsite technician then assigned the ticket
Repeating task / request every 2 weeks
Hi, I have a repeating task that I have created in the Preventive Maintenance Tasks. This task has to be done every 2 weeks on monday. In the week schedule there is no option to set it to every 2 weeks. I can't use the month schedule. And the periodic schedule won't let me enter date and time, only a repeating period. How can I create a task / request that is repeated every 14 days, starting on a specific date and time? How does the periodic schedule work exactly? What is triggering it to create
Create user in AD options
I know the Create User in AD menu can be customized to add additional fields. I am wondering if it is possible to add the edit manager ability that is in admp to this so a manager is set when the account gets created through SDP.
Automatically close every request that is created in specific support group
Hi, Is there a way to automatically close every request that is created in an specific support group? The goal is this: We want users to create requests in servicedesk for an specific support group. Every request that is created is forwarded by email to this support group. Then, we need that every request change to Closed status. We don't need to keep track of requests in SDesk. We only need that users could open requests and then the support group would do the follow up by email. Thanks
Resolved ticket Reminder Alert
Hello Team, Can we create a rule in ME in which if a request is set to RESOLVED state. User should get auto generated mail which should inform him/her that issue is resolved, and if he/she is still having any issue can revert back to the same mail to reopen it. Else request will be auto closed post 3 reminder. Regards, Subrata Pradhan
Search for Solutions inside a Ticket does not work
Good Day, When I search for a Solution inside a Ticket, the search does not find anything despite the fact that there are some articles. When I search directly in the solutions, the search function works fine. Just when I search inside a ticket, it does not work. I have tried all the search options and changed the topics as well. Nothing worked. Are there any suggestions or solutions for this problem? Thank you very much!
Bulk edit allow category change without setting site
Bulk edit of requests currently only shows category and subcategory dropdown values if the site is set. This means to bulk change category on requests, all the requests have to have the same site - the category values don't even show unless you pick a site. The tickets are for different sites so is it possible to allow the category to work without the site being set? We clearly don't want to change them all to the same site. Thanks, Dean
CMDB API call without INPUT_DATA
I'm successfully calling the CMDB API, both testing with a browser and integrated from BizTalk, and it works fine, like in this example. http://host.com/api/cmdb/ci?OPERATION_NAME=read&TECHNICIAN_KEY=MyKey&format=XML&INPUT_DATA=<API version='1.0' locale='en'> <citype> <name>Requester</name> <criterias> <criteria> <parameter> <name compOperator='CONTAINS'>E-Mail</name> <value>email@host.com</value> </parameter> </criteria> </criterias>
Adjust request based on e-mail reply
Hi, Question is regarding Service desk Plus in Cloud. Situation: - Request is created and Group [Dev] is assigned . - When Group [Dev] is set in ServicedeskPlus, email notifications is sent to Dev Mailbox . - Dev receives e-mail with request content - let say without link to ServicedeskPlus. Question: Is there any easy way to adjust f.e. Group/Technician based on information in e-mail reply? Now it would be perfect when Dev reply to this mail. Response is saved under request and Group is automatically
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