API unexpected behaviour
http://<servername>/sdpapi/request?OPERATION_NAME=GET_REQUESTS&TECHNICIAN_KEY=key&INPUT_DATA=<Operation><Details><parameter><name>from</name><value>0</value></parameter><parameter><name>limit</name><value>25</value></parameter><parameter><name>filterby</name><value>Open_System</value></parameter></Details></Operation> Response <?xml version="1.0" encoding="UTF-8" ?> <API version="1.0"> <response> <operation name="GET_REQUESTS"> <result><status>Failed</status><message>Error when performing required
Prevent technician to create new requester while typing name on a new incident?
While a technician create a new incident, want to prevent to create new users (example misstype name). Is it possible?
Closed vs. Resolved
New to Service Desk. What is the difference between closed and resolved when closing Incident Request?
Set Scheduled Start Time of a Task when Triggering from a Request
I have set up the triggering of a Task from a Request using the "Automatically trigger tasks once Service Request got Created" option on the Workflow tab of the Request Template configuration. When a Task gets triggered, the Scheduled Start Time appears to be assigned the current time when the Request is submitted. I have a date/time field on the Request that would be more appropriate to use as the Scheduled Start Time of the Task. Is there any way to set up an "On Form Submit" Field & Form Rule
Task: Estimated Effort change after upgrade
We've noticed that the time displayed in Tasks has changed from the actual time to only minutes. v9335: v9405: Is there a setting to revert the time displayed to the original format and not the conversion to minutes?
monitor asset
a monitor is a component asset, but, is it IT or non-IT?
Import Site information using CSV
Does anyone know if you can import Site information using CSV to import the info? As I was trying to demo the product there was no option to do so, thus not allowing me to truly test the product since we have over 40 plus locations to configure. Such a tedious task. Please let me know because it does look promising.
custom report query
are update or delete query allowed?
Replace existing change manager for all uncompleted changes
Hi, is there a way to quickly replace one change manager with another one for all changes that currently do not have status completed? Thanks Michael
Hide or Disable Description Field
Is it possible to disable the Description field when a specific option is selected from a drop down menu? The Description does not show in the FAFR for setup.
How can I show the Changes tab to normal Requesters?
As the title says, How can I show the Changes tab to normal Requesters? I want that normal Requesters can also Raise a Change Request and not only Technicians. Thanks
Solutions -
I would like to be able to easily send a "solution" article in a reply to a request for a user to try to see if that answers their question / satisfies the request. I know a solution can be copied over to the resolution easily ... but from what I am seeing, that doesn't get sent out to the requester until the request is resolved/closed. I don't necessarily want to mark the ticket as resolved/closed until I have verification that the requester is good to go. For example - as one of my published solutions,
Service Pack
Are the service packs cumulative? I am on build 9.4.9414 and am curious if I need to install each service pack singularly or if I can just apply the newest. Thank you, CP
Bug in Resolved Date field
We've recently implemented auto-closing of tickets in ServiceDesk+ if they have been in Resolved status for more than 1 day. To check whether this was working correctly, I changed my view to browse the "Resolved Requests" filter I also added the "Resolved Date" column to my fields. So I was able to keep an eye on tickets that had a resolved date of the day before, and made sure they disappeared (eg: were closed off) when the time came around. I noticed one with a date of several days ago. This
Query - Search for instances of software that includes job title
Hi, I need help improving the query I use to search for users with a particular software. I am need of it to include their job title and department. Thank you for the help! Here is what I currently use, I would like to add a "Department" and "Job Title" line as well: SELECT SystemInfo.WORKSTATIONNAME "Workstation", (SoftwareList.SOFTWARENAME) "Software_Name", MAX(swmfg.NAME) "Manufacturer", MAX(SoftwareInfo.FILEVERSION) "Version" FROM SoftwareInfo LEFT JOIN SoftwareList ON SoftwareInfo.SOFTWAREID=SoftwareList.SOFTWAREID
ManageEngine ServiceDesk Plus
Dear Support, I need to get information regarding the some point I there any integration between Log 360 tools and ServiceDesk Plus to open a ticket's ... in SDP Cloud How we are going to get the workstation? Means Does the Cloud has an agent to deployed in our Domain or there are any other Tools?
Survey report by group and technician
Dear Support, Can we get a report for our Survey Like this one Rating 1 Rating 2 Rating 3 Rating 4 Total Group IT Support Tech 1 2 4 1 3 10 Tech2 1 2 3 1 7 Tech3 Group Network support Tech Tech2 Tech3 Database SQL server
Survey: Undefined Error
MSSQL v9416 ---- Receiving this popup when a user opens a survey link and when they try to submit:
Work Log Timer
Is it possible to have a Technician to be able to only have one running Work Log Timer at a time? I have a case where a Technician would click 4 or 5 at once and the report looked like they had done more hours than they actually had.
Self Service Portal - Adding Widgets
We are on Version 9421 I would like to create/add a widget on the Self Service Portal so that our users can see the following in a Widget: My Requests Open 2 Requests shared with Me 4 Waiting for my update 2 How can this be done?
change workflow based on condition?
Is it possible to set a workflow based in a condition? (the condition is not the problem,its the action) under form and field rules (change template), I don't see the "set fields" option maybe using change custom trigger? Please let me know
List of Reports
Is there a way to generate a list of available reports existing in Service Desk?
SDP listing of all fields
is there a listing of all FIELDS with details of what links to what ?
link and merge incidents
Hi Would like to know in what case should we link request , merge them, or add a dependency. Thanks
Survey Reports after version 9414
I'm trying to get survey detail by survey and question. I used to have a report that ran fine < 9414. With the new survey tool AFTER 9414 was there a complete overhaul of the surveys? My report I got from the SDP team is pulling less. I want a report including request ID, survey name, question, response and answer value. Any hints or do I just need to start fresh because the table structure changed to drastically? Thanks. Using MSSQL on v9414
Custom script - format checkbox group on a single line with comma separation
Hello! I'm wanting to take the selections in a checkbox group and format them into a text field with each option separated by a comma. I want to do this in a custom script when the form is submitted under Field and Form rules in a service request. The resulting field will be used in the description of a child request that is created via a separate Python script. This script is based on one avaialble on here. Anyone able to help me with this? Can't seem to get my head around it! I get by with the
Unable to update User details
Parameter (checkbox Enable to access Desktop and MDM Plugin Functionality) not saving Technicans not migrate to DC If remove the checkbox from the previously added Techniques, it has disappeared from the DC You can not add it again ServiceDesk 9416 logs: [com.manageengine.servicedesk.setup.util.DCTechnicianUtil]|[WARNING]|[118]: Exception | com.manageengine.servicedesk.utils.DCException: Unable to update User details . at com.manageengine.servicedesk.setup.util.DCTechnicianUtil.updateSDPUserToDC(DCTechnicianUtil.java:296)
Can custom triggers be set to execute when a request is approved?
I am attempting to create a custom trigger that executes upon a request being approved. I saw in another community post where a ManageEngine employee gave directions for deploying a custom trigger that included instructions to set the trigger to execute "when a request is approved." I do not see the option to execute a custom trigger when a request is approved. The only options I see are Created, Edited, and Created/Edited. How can I set a custom trigger to execute when a request is approved? Version 9.3 Build 9335
Custom Triggers and Checkboxes
I've recently upgraded our SDP environment to 9418 and I'm really pleased with the improvements made to the incident templates however, I've realised that Custom Triggers do yet seem to allow Checkboxes/Multi Select fields to be used as matching criteria for execution. Is this a feature or at least a feature coming soon? Thanks.
Hide 'Change Template'
Is it possible to hide the 'Change Template' option for Requesters? I don't want people to be able to change this when they select an Incident Template from the Request Catalogue. I am hoping that the attached picture shows what I mean. TIA Ian
Survey Report result
I run the following query but only get months 1-8 January Through August but should be get 1-9 with September SELECT DateTable.YEAR 'Year', DateTable.MONTH 'Year/Month', SentTable.SENT_COUNT '# of surveys sent', ReceivedTable.RECEIVED_COUNT '# of surveys answered', (SentTable.SENT_COUNT-ReceivedTable.RECEIVED_COUNT) '# of surveys unanswered', (ReceivedTable.RECEIVED_COUNT*100)/SentTable.SENT_COUNT 'return %' FROM ( ( SELECT YEAR(FROM_UNIXTIME(WorkOrder.COMPLETEDTIME/1000)) 'YEAR', MONTH(FROM_UNIXTIME(WorkOrder.COMPLETEDTIME/1000))
Reports
Hi, a: how do I disable System-Reports ? For legal reasons we want to disable (better: delete) certain reports, especially those which show data about people (ie technicians and their workload). May sound strange, but thats life. Otherwise: b: If we have reports A B C and we only want person A see report A and B-B and C-C and so on: how do I create such a role? Or can I create reports for groups? Thanks for your help SDP Build 9416 Nicole
Yes/No questions in resource fields SDP
Hello, I was wondering why, when creating a question in a resource on a SDP form, that the yes and no on the drop down flip around and alphabetisise themselves? When creating the form and pressing the drop down, Yes appears at the top, and No at the bottom. Upon saving the changes to the form, these flip around with No at the top, Yes at the bottom. Is there no way to order these two options how you would like them? Hope this makes sense! Thanks
Performance Issues
We're still experiencing performance issues with our new 9414 build. Pages and data take awhile to upload or refresh. We had a support call yesterday and completed this step in our db: ALTER DATABASE servicedesk SET ALLOW_SNAPSHOT_ISOLATION ON ALTER DATABASE servicedesk SET READ_COMMITTED_SNAPSHOT ON Are these steps still valid for v94 and above?: http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100006.html
Notify Task Creater
Is it possible to Notify the creater of a Task when a Task is completed even if the request is not assigned to them? Thanks Jonny
This file is loading slow -- sdp-icons-pack1.png
What is the purpose of this file: /images/sdp-icons-pack1.png? It is loading very slow on SDP: about 4 secs.
System Log Message - How do we know what was updated?
System Log Message - How do we know what was updated?
Is it possible to set ON HOLD status untill certain time
Is it possible to set ON HOLD status until certain time and automatically change it to OPEN when time will come with notification of a technician by email?
determine request status out from reply text and set status
Servicedesk plus changes status to open, when a customer replys on a request. I need a script that can check if reply text has word or phrases pressent in the text. If not then leave the status as it is, not open. If the word or the phrases are in the text then set status to specificed status. Anyone that can help me with this?
Service Catalog - Is there a list collector field type in SDP?
I am currently building a service catalog that requires users to select 2 or more options from a field. An example is -- I want the user to select 2 or more countries from a list of countries. However, there are approximately 196 countries in the world today and using tick box will consume too much space in the UI. When I was working with Service-Now a few months back, there is a field type called: List Collector. Is there a similar feature in SDP? The list collector looks like this:
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