Updating incident additional field
Hi, I have an incident additional pickuplist field called "Branch". I renamed one of the pickup content of this field 'Abu Dhabi' to 'Abu Dhabi(11)' to indicated the code of the branch. Now, new requests created takes the new value and the old requests remain with the old value. I need to update the old requests to show the new value without causing any changes in the History. Requesting help to do this through query scripts. @Database Name = Microsoft SQL Server@ @Database Version = 12.00.5000@
Best Database
We have been using SDP for years and have our DB on a MS SQL 2008 server. It's time to decommission that SQL Server so I have to migrate all the DB's to a new server. For SDP I have the options of SQL 2012, SQL 2016 or take a totally different approach and use PostgreSQL on the SDP server itself. I like the idea of keeping the DB local to reduce network traffic and making things easier with VM Snapshots not having to worry about keeping the SDP server and DB in sync. I am of course concerned about
SDP -Asset All Field Select option
Dear team, we need all fileds to be select same time in Asset page. Select all Field has to be enabled. Add "Select All column" option
how to sort by "IP address"
Hello IN assets > Printers I have many printers, almost all of them are network ones. I added to view column "IP Address" - this data is taken from SNMP but I cant sort or filter out results - why? Is it a bug? Regards Slawek
Queries to list incident additional field contents
Dear Manageengine team, Please guide me on how to export/print the contents of an incident additional field 'pick up' items in to an excel file. The name of the field is 'Services'. @Database Name = Microsoft SQL Server@ @Database Version = 12.00.5000@ @Current Build = 9308 Best Regards Murali
Loading requesters.
Cannot find previous requests related to Loading Requesters
Translations
How do we add translations for the new Additional Fields that we create?
Adding pre filled fields to forms
I am new to this. I would like to add to my request templates and forms requester fields. Department, Phone Number etc that are from AD. Is there an easy way to accomplish this?
What API should i use
Hi I'm building a program to post new SD requests to Microsoft Teams, but trying to read documentation and other peoples work I'm getting so confused. The URL for my API is /sdpapi/ - in other topics on this forum i see people using /sdpapi2/ and /sdpapi3/ URL's. The documentation I'm currently using is instructing me to use /sdpapi/ - but in the same document there is information about migrating from API v2 to API v3 (but nothing about migrating from V1?) Can somebody help me clarify on the state
PostGresSql to retrieve number of opened and closed tickets last month
Hello! I need a report to show the following : row : Number of requests opened row : Number of requests closed Column : Group by week : week 1, week 2 ...etc The report should be ran for the data from previous month. w1 w2 w2 w4 Number of opened request Number of closed request I have found similar queries but unfortunately are not for PostGres and my conversions aren't working!! Servicedesk plus 9.4 Database : PostGreSQL
Requesters being created through Incidents
If I enter "Godzilla" as a requester, I get a pop up saying Requester Name does not exist. Do you wish to add new requester as part of submitting a new request? If you hit, "yes", a new requester is created with no details or stats but shows that ticket. So that user will probably never see that ticket again. I have dynamic user creation set to NO. How can I stop this? I don't even want that option, just the error that says "invalid user" and a non-submission of the ticket. Is this a Bug? using version
Tickets Aging Report Per Status
Hello i would like a report to show the tickets on the same status for more than one week. Anyone could help me with the query please? Thank you.
Notify All in Group when Request is Reopened?
Is there any way that we can have a email notification made when a request is reopened? I know there is a way to notify technician when a request they were assigned to is reopened which we already have configured, but in the case that they are out of office, the rest of the technicians won't notice that it has reopened. Example: Ticket is sent in to "Database Admins" Group Ticket is worked on and closed The Tech closed the ticket and left for vacation the next day Ticket is reopened by the requester,
9400 application folder structure
Because the ServiceDesk application folder structure has changed following the migration to SDP 9.4, we do not longer find the log files, the extracted folder etc in their usual location. Is there a comprehensive overview of the file/folder changes from 9.3 to 9.4?
Identifying email address used when emailing Service Desk
Hi all I already use the following report, which returns all tickets that were emailed to a particular address, within a certain time frame: select wo.workorderid "RequestID", wor.to_cc_bcc "Parent Request", cr.TO_CC_BCC " In conversations", wo.TITLE "Subject", LONGTODATE(wo.CREATEDTIME) CREATEDTIME, nr.TO_CC_BCC "Sent mails" from workorder wo left join conversation c on wo.workorderid=c.workorderid left join conversationrecipients cr on c.conversationid=cr.conversationid left join notify_workorder
Report for requesters allowed to view department requests
Hi, I need a report that lists all the requesters that are allowed to view department requests. Thank you, Alexander Nordin Region Halland
Script Master 14: How to email pending requests list to each technician periodically
Hey Guys, Here I come with another useful script that helps to email pending requests to each technician in a periodic interval. Thank you @Albe Louw for posting us this requirement. Use Case : Say if we have 300 technicians and each one of them should be notified of their pending requests on a day-to-day basis. In ServiceDesk Plus, we may have to schedule 300 reports to send it to each one them. This script simplifies it and emails the report to every technician without having to create separate
Issues with IE11
Our corporate browser is IE11 on all workstations and I am having issues with IE and SDP. I am running SDP 9.3 build 9309 but noticed that some icons like Home, Dashboard, Reports and Community are missing from the main header bar. I tried to clear the caches but nothing changed. Is there something that can be done to fix this issue? Here is a screenshot of what I am referring to:
New API With Project Data?
https://help.servicedeskplus.com/api/request-operations.html Is this the total amount of all possible API calls for version 3.0? I do not see anything for Projects. Should we assume APIs are not available for Projects within ServiceDeskPlus? If not then, how do we access these Project pieces via the API?
Deprecated sites and departments to be deleted...
...but can't. When trying to do that, SD reports that the operation is not possible because sites are used in certain modules but SD doesn't say which are the modules concerned. Searched for them in requests (found and amended the entries) but they must still be lingering somewhere. How to purge them?
Requests not updated in x days
Hi, Is there any way for a notification to be sent to assigned technicians whose tickets have not been updated for x amount of days? Thanks.
V3 API changes
V3 API: The parameter name 'input_data' must be in lower case. V3 API: Technician key is replaced with "authtoken" and it should be sent in request header. What modules are supported by V3? For the moment we are still using V1 for editing requests and V3 for adding attachments. This is not very consistent. It would be nice having examples showing the new API code versus the old API code. Please also update the scripts in the Resources to reflect the latest API coding.
Asset Manager module - questions about multiple DNS names and IPs
Bear with me...a number of related questions here: Scenario1: One server with one IP address. An (A) record exists for this server with its name. However, we also have roughly (4) other (A) records in DNS, in a different zone, pointing to this IP. On this server, there are multiple websites, which are using this one IP. In the above scenario, there is only one asset, even though there are technically (5) names or (A) records associated with this server. However, when scanning, it appears that
Change module - How to set status with logic?
Hello everyone. I have a question about the status and stages, in the Change Module. Analyzing our current change process, we saw that in some moments, the change passes through several states. We understand that we can represent those different moments, in various states within the stages. These states have a logical order and should not be able to move freely among themselves. As a first attempt, we associate actions to the state, thinking that this was the way to make a logical order between them,
Item field on requester template
We have category-->subcategory-->Item fields configured on Servicedesk, is any way to have this "Item field" in Requester template? I see here only category and subcategory but not "Item field"?
Report data
Hi, How would I include the actual work log details I have recorded in a report? Thanks
Serious Flaws Affect Several ManageEngine Products
Hello Accroding to SecurityWeeek there are security problems with ME software. Please take a look into LINK When we can expect fixed version? When I check it in About page of my SDP it shows "9.3 kompilacja 9335" as a latest version available to download Regards Slawek
how to filter results
Hello I have a porblem to filter out some workstation. In Assets > Desktop > CI Type I have : - Workstation - Windows Workstation I'd like to get only "Workstation" without "Windows Workstation" as a resoults so what I shoud put in field when I doubleclicked on CI Type button. How to use negation? I tryed with "!" but it doesnt work. Regards Slawek
requests template display order needs to be modified
At the moment when opening the at tab in the incident catalogue, the first choice is X request, however Y is all the way at the bottom so the production uses Y requests instead of X . Could we have Y first, then X.
Dashboard widgets
Hi all I am currently trying to make usefull widigtes exactly for our needs. The standard widgets on the helpdesk dashboards are clickable so that you can pull out the list of affected tickets. How do i make reports myself that can do htat?
Requests by Technician with an Other Field.
RIght now, the requests by Tech only shows Open, On Hold, and OverDue. I create a few more categories, that I would like to show in this module. is there any way to add this or make a new module or something like that Attached is what I am looking for if that helps. thank you
***Read out the value of a field and insert it automatically in the "Subject" field***
I would like to read out the value of a field in a template and automatically insert it in the "Subject" field. Does somebody has any idea? many thanks
Clarification on one of the upcoming features
I was looking at your upcoming SDP features and was curious what this item means: Gamification to break the monotony of the everyday and motivate technicians to enjoy their work. Can you explain what this feature is and what it entails? I'm just very curious how you re accomplishing this. Thanks!
Purchase Approvers \ Technicians
In order to approve a purchase does the user have to be a technician? We have quite a few people that approve purchases and some once or twice a year yet it consumes a technician license currently.
Incident templates Rules - On Change
When we have a rule e.g. A Execute Script which sets the subject when a technician field is change, why when we click the edit button by the request details (Under the Requester Conversation) does the rule not fire. But when I enter the full edit mode by clicking the Edit button on the top of the form does the rule fire? Is there a work around to make this work? Thanks
Custom triggers - what is the definition of edit?
Hi everyone, I am trying to create a custom trigger for requests that will trigger automatically when the Status changes to Open. These requests have an approval process in place and before the approval has been given, the status will be initially placed On Hold. To do this, I have created a custom trigger that will be triggered on creation and on edit. I can see that the script runs when when the ticket is created but when the status is changed automatically to open after the request has been approved,
Site is not appear when import from active directory
Dear Sir, When I import the user from active directory, Site is not included. I put the office field in active directory "site name" which is already created in MSP. Other fields appear in requester such as mail, phone, department except site. Please help me how to do to appear site ? Thanks in advance.
Requester Questions
How do I load a requester csv file without; Loading a password because the requesters do not use the portal? Without creating new requesters if the requesters already exist in service desk?
Serious Flaws Affect Several ManageEngine Products
Hello This is my second attemtp to create topic - I know not good for You topic - but why someone without my permission deleted my previus? So Again - According to Security Weeks SDP and other tools are volnureable - My SDP tells me that latest version is 9.3 kompilacja 9335. Is it patched and save? I know that on link is mentioned 9400 - how to download it? Reagrds Slawek
Description Field size in Request Template
I understand that the description field is a static size. We're looking to reduce this size vertically so it's more compact. Is this possible? Thanks!
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