[SOLVED] Acme Report image
Hi, how do i change the graphic that's in the export report from the standard ACME Helpdesk Image? Thanks.
[SOLVED] Get all user email - script for custem field
Hello, i would like to create a custom field where i may choose address email all of my requester - i'm creating functionality, which share automaticly request to persons pointed in this field. I have script which share request to person with specific address email - currently i give them manually. Can you give me tip how i may create script for field, which load email of all my users ?? Regards, Tom
ServiceDesk Plus API File Upload
Hello, I was hoping find a way to upload a file (or files) when creating a request through the API, however http://www.manageengine.co.nz/products/service-desk/help/adminguide/api/request-attributes.html doesn't appear to talk about it. I found 1 forum where it was mention that it is supported, but no links/details were given. Has anyone done this/would you please provide details? Thank you in advance for your experience and time, Justin
SDP API - Can you raise an approval? (PowerShell)
SDP API - Can you raise an approval? (PowerShell) In particular, what Operation Name is required? The documentation is quite poor with specifying Operations Names for different requests.
[Solved]Can I delete the mLiteMigration folder?
We're running build 9409, and planning on updating to the latest (currently 9416). As part of our pre-update process, we stop ServiceDeskPlus and 7-zip the entire program folder. Afterwards, to save space, I'd like to know if it's possible to remove the "mLiteMigration" folder, as it looks to be the backup folder for the pre-9400 series files. Is there anything in this folder actually used by the 94xx line at this point? Thanks
[SOLVED] Getting the Requester Name in a variable for use in triggered Execute Script
Hi team, Is there a predefined variable name by which I can get the requester name (cs.get("REQUESTER") or cs.get("REQUESTERNAME"). Also, I'm wondering if there is a variable that does the same for the field of the submitter when using the "On behalf of" field. I'm trying to add a requester's name to the subject when a custom field is modified. Thanks, Adam
[SOLVED]How can I change the option of requiring a worklog to close mass tickets?
Have old tickets that i need to mass close. Requires a worklog. How can i change the option of requirement it?
Copy Incident Template
It's helpful that you have the option to make copies of Service Request Templates, but there should also be an option to make copies of Incident Request Templates. Jeff
Microsoft Power BI Desktop Configuration
Good day, Is anyone willing to share any information on how to configure Microsoft Power BI Desktop to display reports based on information collected from ManageEngine ServiceDesk Plus. The database is MSSQL 2014. Thanks for the support team, I greatly appreciate it. Regards, Stephen Henry
[SOLVED]Issue: Assigned Technician does not apply
We upgraded to 10010 on Wednesday and have noticed that when a technician is assigned from the main request list or from within the request sidebar, the assigned technician does not stick when using the request details wizard. 1. A tech is set for an unassigned ticket 2. The Request Details wizard pops up and prompts the user to complete mandatory fields 3. The user completes these fields and clicks update 4. Upon submission the previously selected Technician is not assigned (Technician is set as
error tryign to migrate from postgres to SQL, please help
INFO: ErrorCodes :: {MsSQLErrorCode={207=1011 - ER_WRONG_COLUMN_NAME, 2627=1001 - ER_DUP_ENTRY, 547=1016 - ER_ROW_IS_REFERENCED, 8115=1014 - ER_TOO_BIG_SET, 8114=1017 - ER_WRONG_VALUE_FOR_VAR, 515=1004 - ER_BAD_NULL_ERROR, 110=1008 - ER_WRONG_VALUE_COUNT, 8152=1018 - ER_WARN_DATA_OUT_OF_RANGE, 109=1008 - ER_WRONG_VALUE_COUNT}, AdventNetErrorCode={1032=1032 - ER_MIX_OF_GROUP_FUNC_AND_FIELDS, 1016=1016 - ER_ROW_IS_REFERENCED, 1017=1017 - ER_WRONG_VALUE_FOR_VAR, 1018=1018 - ER_WARN_DATA_OUT_OF_RANGE,
I can't install ServiceDesk licence file on CentOS 7
Hi, How can I install licence file on CentOS 7? You can see inn the attachment. I need help. Thank you, Regards, Mustafa
Assets
I have a two part question/issue. I need a way to track consumables other than running a report of what has been received. I need to know where they were used and who used them for billing purposes. I also need to keep an inventory of said items (i.e. jump drives & replacement laptop batteries) to make sure we don't run out. From what I can find, Service Desk Plus does not track any consumable asset. Has anyone figured out a way of doing this? Second, while in a service request, is there a way
SUGGESTION - Re-ordering template tasks
We currently use quite a few request templates, each with their own set of tasks that need to be completed before the incident can be closed. However, sometime we have the need to insert a new task. Is it possible to change the current database, or would it be possible in future, to be able to re-order the tasks so that they follow a logical order please? Many thanks
HTML Formatted Description from Database
We have a need to display the original email body in a sql server reporting services report. From what i have seen, i haven't been able to get the original formatted email body unless i access the request using the REST API, which SSRS doesn't support. Is the description stored somehwere in the database formatted? The description field in the WORKORDER table only displays the unformatted text of the original message.
[SOLVED] Update fields from email
Hi, is it possible to update fields from requests and/or changes throguht incoming e-mails? If not posible, there are some functionality like that? This external events may be produced by non-login technicians. Thank you.
How to track accessories in asset management
I would like to explore tracking of keyboards, mice, headsets, etc in Asset Explorer, but it seems that the "Asset Component" feature forces me to associate these items with an asset. But for example we have hundreds of thin clients all used by different users throughout the day, and no easy way to associate a keyboard with a particular thin client nor would I want to because I don't care to track them that closely. I'd rather either associate them with a user, or just track a certain quantity so
Business rule. Only show:
When creating a new rule, you need an action - "show selected options". I do "Delete Options" and "Add Options", It is very difficult to add a large list in the "Delete Options"
[SOLVED]Conversation Issue
We use ServiceDesk Plus OnPremise 10.0 Build 10011. When i try to download an attachments (DOCX,etc) from conversations obtain a JSON File with: {"response_status":{"status":"failed","messages":[{"status_code":"4001","message":"Value provided for field(s) [notification] is invalid","type":"failed"}]}} Can you help me? Best Regards
[SOLVED] Problems with simple script
Good evening, I've been working on creating templates for various business needs. I keep running into an issue where my basic script gives random results based on the condition field. This is the script, it simply pulls one field and adds it to the existing subject line. var Office=$CS.getText("WorkOrder_Fields_UDF_CHAR9"); var Subject=$CS.getValue("SUBJECT"); var new_subject = Subject + " : " + Office; $CS.setValue("SUBJECT", new_subject); In this case, I don't need it to
Site Selection for Roaming Users
We have users that work at different sites as we have multiple satellite offices. Is there a way to allow the user to edit the site when submitting a request in SDP?
Are there any known issues between the asset management agent for SDP and Avaya's ACCS?
We have a third party vendor who assists us with our ACCS implementation for our call center, who says there are known incompatiblities between ManageEngine products and ACCS. Is anyone familiar with this? Thank you! Todd
integration (Outlook API integration)
Dear Team, Kindly can we get more information on the Integration (Outlook API integration) what's the benefit and if there is any documents help me out the use this future
[SOLVED] "Reply a request" Configuration
How to configure "Reply a request subject"? My configuration is: RE: ##$RequestId## $Title But, when I try to reply: RE: ##6229## RE: ##6229## Test Y1 Ver. 10.0 Build 10010
Software Summary
Why would two technicians having the same roles see different numbers on the Software Summary page?
[SOLVED] Request ID Number
Hello there! Request IDs are only number, but is it possible for the Request ID to start with the date? for example only at the beginning of the year 20190000001 or first year and month 2019020000001
Tickets can only be OnHold for x amount of time
I would like to set it that a ticket should only be able to be on hold for a maximum of 8 business hours, after which it should automatically go back to In Progress status and the timer should continue where it left off. What would be the best way to achieve this?
Auto Escalate from one SLA to another SLA
Hi I need to escalate from one SLA to another after a specific time, how can this be achieved? Scenario: An incident is logged on SDP (phone/email/web form). The service desk administrator will have 30min to assign a technician. If no technician is assigned after 30min by the Service Desk administrator the ticket should automatically escalate to another SLA (eg: SLA Category C). Any advice or assistance in this regard will be appreciated. Thank you
[SOLVED] REST API v3 Projects
Hello, I'm looking at the projects API for Servicedesk Plus. However when I try and list all projects I can only get the first 10 projects. I'm passing a input_data parameter with start_index and row_count to the request (as I do successfully with the requests API), but the server ignores that and just gives me the first 10 projects continually. A sample query is curl -H "Accept: application/vnd.manageengine.sdp.v3+json" -H "Authorization: XXXXXXXXXXXXXXXXXXX " "https://servicedesk/app/itdesk/api/v3/projects?input_data=%7B%22start_index%22%3A11%2C%22row_count%22%3A50%7D"
[SOLVED] Completed VS Resolved
Hi likely abasic question but trying to understand the different in resolved time VS completed time. When I run the report below but column group by comeplted time and not resolved time the numbers change
Change archive location
How can we change the location to which requests are archived? Currently it's C:\ManageEngine\Servicedesk\archive but would like to change auto archiving to use a different drive.
Tasks mandatory fields
How do we make Tasks fields mandatory? We want to have Owner mandatory, so no task is created without an Owner.
Connecting Power BI to Postgres
Hi all, im looking to link power BI to the service desk plus database However I'm unable to find the name of the postgres database Is there a way to locate the database name and also what username to connect Thanks
[SOLVED] mysql root
Dears, I forgot mysql root password. how to change root password
Repair previous record
Hi Is there any way to repair old (closed requests) recirds from service desk? One of our clients used Location as Job Titile :( now we can'y report last year :( Best regards Maciej
Outstanding CAB approvals
Hi all, I have a manager who is struggling to pick up the notifications that come through to his email for CAB approval. Is there a way to forward face the outstanding CAB approvals on his home page under my approvals?
[SOLVED] How to Access the Full "Recent Items" List?
Hi, We have this nice list at the left bottom of the page with "Recent Items" which displays 10 items. Is it possible to access the remaining items in the same list? If so how? If not is there another way to get that information? I found queries on the forum to be used with ServiceDesk Plus MSP, but I don't want to go that direction until I make sure that there's no simpler way. Product: ManageEngine ServiceDesk plus Version: 9.0 Build 9003 Thanks in advance.
User asset history report?
Is there a query report or a way to run a report that would show me a user's asset history? Basically I am looking a report that shows me this user had this asset and now he has this one.
Disable Quick Actions menu
Hi, How can I disable/prevent my techs see Quick Actions Menus?
Add Project Type to Project Role and allow multiple default project roles on a user account
There are many ways we'd like to expand the project module. On of the most basic issues we'd like to work on is the permissions side of things. We have multiple business areas using Service Desk. HR, Continuous Improvement, IT, etc. Our CI team wants to use the project module to manage projects, and allow all users to see all CI projects. Even though we have a project type for CI, I can't set up permissions how they want. In order to grant all users view only access to CI projects, they'd also
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