[SOLVED] Two scripts with different stages of approval
Is it possible to have two different Python scripts place different stages of approval within a single request in SDP? To provide background, there's a script within another forum post (https://pitstop.manageengine.com/portal/community/topic/adding-an-approval-with-a-custom-trigger-on-a-request-in-servicedeskplus-msp) that we would like to take the place of Stage One of approvals. Following that, another script (https://support.servicedeskplus.com/portal/kb/articles/how-to-implement-dynamic-request-approval-through-custom-triggers-with-configurable-csv-file)
[SOLVED] How to grant permission to edit IT Service CIs in CMBD?
Hi, Is there any other way to gran permission to edit IT Service CIs except SDAdmin role? I have granted EnableCMBD role + full control for Assets for technicans and they can edit CIs except IT Service. Best regards Krzysztof
Technician Notification of own Reply
Just starting out with SD+ and when a technician replies to a request they are getting an email notification of an update to the request like they are a requestor. We want technicians to get notified when a requestor replies via email but not the technician. I have "Alert(or Notify) technician by e-mail when there is a new reply for the request." turned on so that the technician is notified when a requestor replies to a request via email the technician is notified but this seems to also notify the
Adding e-mail trail to replies
I have noticed that when we reply to a user's ticket, they get our reply, but not an e-mail trail, it just contains our reply. Is there something I need to enable in the back-end to allow the user to see the reply trail within an e-mail. Thanks
Asset State for equipment on shelf and not to be scanned by ServiceDesk Software licensing
Hello, What Asset State can we set assets to, when they are put on the shelf and don't want Software License Management in ServiceDesk to include this assets while they are on shelf? Sometimes they will be on shelf for a long time and not used by anyone. When taken off the shelf they are sometimes re-imaged and setup for another user. Thank you,
I need help
There are required fields in the settings "Request Closing Rules" - Technician, Resolution, Associated tasks should be completed. But, in fact, the request can be closed without assigning them. The question is how to fix it?
Search filter by session login name
Hi there. I wondering if it's possible do a search based on session login name without opening the advanced search.
Cannot Import File
I Exported Data of Asset Type -> Workstation CSV. Made one single change in a column ( Just to test, I did Not create any column or changed anything from the original-file) Then tried to upload back into SDP Got this error on 95% records. Failed [ResourceLease] Column 'STARTTIME' cannot be null Resulting the failure of update. there's no such column called STARTTIME. it must be referring to something else. Can you help
[SOLVED] Requester access to Change Requests
Dear All I would like to ask how is it possible for a Requester to be able to have access to the changes he/she is assigned to be a super user or an end user. I see that this is possible by clicking the link from the info e-mail, but not when accessing the portal. Also, it was not possible to see the details of the implementation phase, even if the end/super user is assigned the View access to every step of the change. Thanks George
Importing users from AD
Hi guys, I'm having a problem importing users from AD. Our AD is Windows server 2003 and below is a screenshot of the error: It is failing and we also have more than 32 users in our active directory. Any help will be appreciated.
[SOLVED] Make attachment required (or popup message)
Is there a way to make attachments a required item? or on submit is there a script that can generate a popup message if nothing is attached? one of our request types will always have an attachment. If there is none because the user forgets it slows down the process. I'd like to make them attache something "or" give them a gentle nudge of a reminder.
Category, Subcategory, and Item Deletion
Hi everyone, I was wondering about the consequences of deleting categories, sub categories, and items. If I delete an item (and possibly it's parents subcategory and category altogether) will this break historical associations to the item? Or will is persist in a history friendly way? We're looking to structure our categorization differently and we would like to know the potential consequences. Thanks, everyone.
retrieve the technician key
Hello, is there a way to retrieve the technician key without recreating it ? regards
Time tracking via ServiceDesk
I was wondering if anyone uses ServiceDesk for time tracking, as well as ticket management. Our department just had a meeting, and they want to detail 90-100% of the technician's time. The problem is that not all of their activities are logged within tickets. Does ServiceDesk have the capability to keep a time journal, or force an actual time spent on a ticket vs "time opened" and "time closed"?
Possibility of Integration of Manage Engine Service Desk Pro with Monitoring tools
Hi, I want to know 1. Is it possible to integrate CMDB (In Service Desk Pro) with monitoring tools SCOMS ? If yes, how 2. Is it possible to integrate CMDB (In Service Desk Pro) with monitoring tools Solar Winds ?If Yes, How 3. What are the benefits of integrating service desk pro with these monitoring tools in terms of CMDB , incident management or other ITIL Functions? Thanks a lot Eagerly waiting for your response, Best Regards
[SOLVED] SDP 10013 - Wrong technician notification when requester close the ticket
Hi, after upgrade from ver. 9.4 to 10.0.13 (on Postgres) we experienced some issues with mail notification: when a requester clicks on close request link provided by email, technician get the same kind of email as if the requester updated and not closed the request. It is a little bit annoying because you are not able anymore to understand what's going on. We looked in "Admin > Notification Rules" section but we did not foudn anything abut that. Thanks in advance for your help alessandro
TicketOwner get notified with an email after the DueBy Time SLA of Existing Request
I would like the TicketOwner to get notified with an email for existing requests after the SLA DueTime, For an example: I created a SLA called "NewSLA" and the criteria is "Request Type is Incident" with response time of 10 min and resolve time of 15 min, and the escalation and I enabled the Level 1 Escalation for the response time to be $TicketOwner to be "Before 1 min" (Kindly find the screenshot below in the attachment). I want the TicketOwner (Technician) to be notified by email after the SLA
[SOLVED] Sorry, your upgrade from 9400 to 10000 failed. Send us the log file for further analysis.
Good day! I have a task to upgrade my ManageEngine Service Desk from version 9.3 to the last. I left instructions from the official site and here from this site. I managed to upgrade to version 9400. After the next update to 9426 or 10000, I constantly got an update error "Sorry, your upgrade from 9400 to 10000 failed. Send us the log file for further analysis.". Where can I see the event logs and find the reason?
Auto Fill request when replying from the requester
I created a new template with new additional fields "Questions", I want when the requester replies to the request questions, these fields get updated in the request automatically? and a second questions, Could I customize the Printer Preview to select some fields only in the request details or the requester details (not all the fields)? Thank you
[SOLVED] Setup Approval on an Incident Ticket
Scanario: Before an Incident Ticket can be placed OnHold it needs to be approved by a designated person/s. ME needs to ensure that before a Ticket can be placed OnHold that an automatic request with the reason for the hold be send to the designated person/s. How can this be achieved and how do I assign these designated person/s? Version: 10.0 Build 10013 Product Edition: Professional
How to change title in browser window
I need to change title in browser SPD+ webpage from: "ManageEngine ServiceDesk Plus" to: "... ... req: #XXXXX" need request number or other useful information.
FALL OF SERVICE JAVA
Hello good day. Use ManageEngine Service Desk Plus since 2016. Whenever I make a backup through the command line, the JAVA service stops, and as a consequence, it does not open the website. I would appreciate any comments. regards
Technician - Open ticket as a requester
Hello All, We have multiple groups that use our ticket system for requests. Most of our tickets have a bunch of fields in the technician view that aren't shown to the requester. One of our service requests is "Contract Review" which is handled by our compliance team. When i open up service desk plus to enter a new contract to be reviewed i see the technician view, this is confusing to some people. For me i know which fields are meant for the compliance team to fill out, but for instance when the
[SOLVED]Requester job title on request view
Hello to all, are there any way to show the requester job title on request view on build 10014? Thanks in advance
AD Import brings in Disabled accounts
Can the AD import be changed to where it will not import disabled accounts.
Display description field associated with the Category / Sub-Category / Item in request form
I've very important instructions stored in the description field associated with the Category / Sub-Category / Item. But unfortunately these descriptions are not displayed (except in admin module). I'd like the description field on the request form to be shown to my technicians. Is there anyone who knows how to do that? jM
Edit Custom Views - Combining Operands
I see there is still no way to combine AND/OR operands in a Custom View, as was reported as an issue quite some time ago. I desire to define the following view: ---------- Group (is) "Network Services", "Voice Services" OR Technician (is) "John", "Jane", "Bob" AND Request Status (is not) "Closed" ---------- Once I define my Group condition, select "OR" and add my Technician condition, when I go to add my final Request Status condition and select "AND", the Filter automatically updates itself and
[SOLVED] Views - and/or statements together or linking multiple views - multiple regions setup
Hi all, We have been piloting the Service Desk plus in one region for some time now and we are in a position to expand to other regions as soon as possible. One of the issues I am facing currently is with the views - it is not possible to have a view with mixture of 'and' and 'or' statements as it seems. What I want to achieve is that technicians in other regions see only requests from their region and not others. In addition, I would also like to exclude the closed/resolved tickets from such view
Auto Assign an Incident to a Site
Hi, I would like to auto assign an incident to a site, according to the requester's email domain. Is it possible? As an example, incidents from xxxxx@gmail.com should be auto assigned to a pre defined SITE, at the time of creating the ticket.
[SOLVED] sample data
Is there a repository where i can download sample data for on-premise tests?
Field and Forms Add Options to MultiSelect Field
Have 175+ items I'd like to add to an "Incident-Additional Field" Instead of adding them one by one. I was planning on using Field and Forms and upon Form load, add in the options. (Imagine typing in and managing these fields with 175+ values manually) According to the help, it says I am well within the range of having up to 25,000 items. Cannot find anything in the rules that state how to load in these values to a variable. Anyone else attempt this before?
Attachment is missing in notification email received when assigning a ticket to Technician
I installed a free version (Stand Edition service desk plus) on premise. When a requester send email with attachment it is receiving in Service desk portal and able to view it. Administrator is assigning that ticket to a technician by logging in to the portal(server where it is installed).The assigned technician is receiving the email notification (in outlook) but without attachment. So every time technician need to login to application to download the attachment when he receives
Importing Devices CSV file
Hey all, I am very new to this and i am in charge of importing a CSV file with about 500 devices that include the basic (name, serial, asset tag, model, user, location) how do i do this? I would like some help as i do not want to mess anything up, I would also like to know if there is anything such as an autoscan? that scans devices everytime a user logins in or every few days. Please any help would be appreciated.
Asset Movement
I am looking for assistance. We’re in the process of implementing the Servicedesk Plus Assets module for our ICT assets. Our current procedure entails that for an ICT asset to be moved, there must be two approvals and the final recipient of the asset should acknowledge that indeed s/he has received the asset. How best can we ensure that for an assignment of an ICT asset to a user to be complete, the aforesaid procedure would have kicked in; that is, if a technician wants to assign an asset to someone
Auto-close request with resolution
Hi there How can I auto-close requests based on rules (category, sub category, etc), ofcourse with resolution (it'll be one for a rule)
Is it possible to create a notification on a change request for a shedueld change window
Hi all, We run multiple changes a week in a weekly change window, many of these changes are pre-scheduled a long time in advance using the 'Scheduled Start' feature, is it possible to get automated reminders on these scheduled changes to help the technicians plan? Many thanks, Andy
[SOLVED] Use Email Command to set Custom Fields?
Hello, I am wondering if it is possible to use email command to set custom fields? I have it working to set preexisting standard fields, but would like to be able to set custom fields in our new hire template. Any help would be appreciagted.
[ SD-73911]Security issue
Hello, we just did an upgrade from build from 9424 -> 10000 -> 10013 and we noticed that all the credentials for Network scanning are saved in clear in the serveroutX.txt every time a scan is ran. This is not the first time this issue occurs to us, It's is very unprofessional and a breach of our trust since support is requesting the logs to debug some errors.
Project Management Printing
I am looking for a way to print out a project that will show milestones and related tasks. Is there a way to printout a project to a similar view and maybe MS project. It would be nice to be able to print this out and hand it to senior managers as needed.
[SDF-33593]E-Mail Template for Replying to a Request different for Requester and Technician
Hello I'd like to post one of my requests to the community to let them know, you might have the same feature request: I was surprised that if a requester sends an reply within the web-form, that the E-mail Template "Replying to a Request" is used for the Requester Reply. Because I used the variable Hello $Firstname and $Technician as greeting, this is not correct, if the Requester replies. This replying Template should be different for a Requester and for a Technician. (Or empty for a Requester)
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