There is a way to request an approval for a Task
Hi all. In our organization, we have multiple data owners, for different databases. We have a process for the treatment of incidents or requirements, for applications, which implies the need to execute a script to obtain data from the Databases. This can be requested several times per case. For that, we need the approval of the Data Owners. The appropriate way to proceed, for us, would be to create the Service Request or Incident, and obtain the approvals in each of the tasks that we would send to
Group and user level restrictions
We currently have SDP deployed in our environment and everyone can see all open ticket, request, ect. We want to start using SDP to log and track security issues but these need to be only viewed and accessed by specific people within the security team. Is there a way to setup restrictions so that only specific people are able to view or access tickets assigned to a specific group? These tickets and issues could contain sensitive information that needs to be restricted.
Problems with Field & Form rules in Internet Explorer?
I've set up a demo of a Service Catalogue using version 9.3 Build 9326 I've set up a Service Item, with some custom Resource fields. There are also some Field and Form Rules. Thanks to these rules, when I access the form (as a requester) using Google Chrome and change the contents of the "Item required" field, the Category, Subcategory and Item fields change as a result: However, when I access the same form via Internet Explorer (11.0.9) this does not work. Full rule: It sits amongst many other
Work log / time spent information per support group
In SDP, there is a ChargesTable which includes time spent information. As far as I can see, the charge is only associated to the technician, not to the support group. Our challenge is to identify what has been charged by a specific support group. We can identify the group by joining a few tables. However, there is an issue in case the technician moves from support group A to support group B. How can we still identify that the work was done by group A and not by group B?
Send email python script
I have set this script up to send an email to one of my vendors from a custom menu. My problem is that I cannot seem to create a format that looks the way I want it. This is the xml code in my file <message> <!-- This is the Message to be sent in the email.--> From: ServiceDesk Test <GSDTest@mydomain.com> <!--The values for From and To can be updated here--> To: Leroy.Squires@mydomain.com> MIME-Version: 1.0 Content-type: text/html Subject: Please order new cell phone for the user below
Notification Based on Input Method
I am trying to find a way to notify technicians of new requests ONLY when a request has been entered by email. All of our customers create tickets via email, and we definitely want our technicians to be notified of this. The technicians themselves enter tickets through the UI though, and it would cut down on a lot of notifications for our users if they did not receive notifications of these. We are running version 9.3 currently. Thank you in advance for any help
Custom Worklog Field in list
I created a custom Worklog field to track version numbers for changes made to a development project, is there a way to make that field show in the work log list so I can view the version numbers and their corresponding change log? Or is there a way to track software development that is inherent that I am perhaps missing?
Integration Failed
I am trying to integrate Desktop Central with Service Desk Plus, Build 9333. i have verified that all the information including the API Key. every time it says Integration Failed. i was able to integrate Active Directory with no issues.
Trashing Requests
Is it possible to increase the retention time of deleted requests in the basket from 24 hours to a month? Thank you!
default settings to add a note on servicedesk
Hi i like to put this two options checked as default Show this note to Requester E-mail this note to the technician Is there a way to put this always checked? thanks for your help
2 questions regarding the "Email Id(s) to Notify"
In our standard Incident template there is a field named "Email Id(s) to Notify" I have 2 questions about this. 1) Is it possible to report on this field? I cannot find an option in the fron end reporting module I'm trying to find out if anyone uses this function, so I'd need the report to show all tickets where this has been filled in, and ideally the name of the technician that logged the ticket. 2) The behaviour of this field seems to change based on whether the person filling out the ticket
Auto convert email to incident
We have multiple automated emails from some of our other software products that email into Service Desk and generate tickets , is there a way we can automatically categorise these and assign to technicians.
Dynamic Approval for Service Catalog requests
I have a question about Service Catalog approvers, which relates to an earlier post : https://pitstop.manageengine.com/portal/community/topic/set-up-approval-flow-for-service-catalog For Stage 1 and 3 - I understand how to do this, so there is no problem here. However For stage 2, I have a more variable requirement. We have different levels of approval for different types of request. So for example, if you want to have Remote Access set up, a Managing Director needs to sign this off, whereas if
Import from CSV not working
Hi all, When i'm importing from CSV I continually get a message stating: Imported Result Total CI(s) 0 Imported CI(s) 0 Failed CI(s) 0 Can i get some pointers on why this would not be importing the details or even flagging as failing to import? Many thank Glenn
Batch assign on Task Tab of Requests detail view
On request detail view, Task Tab, that a service request may have many auto generated tasks but need to assign to different person. However, assigning each task to a technician takes time to load (ver. 9332 already), making task assignment a time consuming task to support managers. Since many cases that multiple tasks will assign to the same technician, a batch assign feature is desired to save time on clicking & waiting. Thanks.
Passing variable information from Service Request to child Tasks?
I have been looking through documentation, these forums, as well had several tickets open with support since January on this subject. Is there a way to pass variable information from the parent service request to the child task. Simple things like Start Date, or Username, or Requestor. The Task holds little value if I can't pass the basic information needed to create a request to the task level. Anyones help on this would be appreciated.
Query Report - Tickets changed from Special Request to anything else
Is there a way to query the database for any ticket that the priority was changed to "Special Request" from anything else. Including the ticket ID, subject, technician name, current priority and old priority. Sorted by technician.
First number for Request ID (start new numeric order)
Is it possible set first Request ID (to choose with a mask of format Request ID)? (Example: I would like start new requests in next year with number 2018xxxx (first 20180001, next 20180002,..etc)
SD+ monitoring
Are there any built in monitoring tools for SD+? Anything you can put on a dash board?
Dynamic approver for Service Request is possible?
Our scenario is that one of the custom field exceeds 1,000,000 will need additional stage of approval by $Directors$. I checked scripting reference but seems even API is not managing approval stages. Is there any work around to do this? Thanks.
PDQ integration with SD+
Hi All, has anyone been able to or does anyone know how to integrate SD+ with PDQ? i would like to deploy software via tickets using our current PDQ server. any info will help thanks Russ
Copy Template function breaks Field & Form rules
I'm trying to set up some Service Catalog items. I've configured one item, and it features some Field & Form rules which are going to be common across several of the Items. I was pleased to see there appears to be a "Copy Template" function (which is great, as the same option does not exist in Incident templates) The Service Item I am copying contains a couple of rules which execute scripts. Here is an example script from that Item: (NOTE : script is not complete in this screenshot, and continues
Synchronize Analytics for established time periods
Greetings, We are currently using the Personal edition of "Analytics Plus" in our company, and at the moment it was working well until the limitations of rows and tables arrived by the software itself. I understand that Analaytics has its own database that imports from ServiceDesk, we currently have the following data usage: (We are OK with everything apparently, but the sync doesn't work) We have tried to synchronize from a more up-to-date date, using the "Initial Data Synchronization" option,
Mail Fetching Error (General Exception3)
Our Service Desk mail fetching suddenly stopped working. Users and emails to notify don't receive mail notifications when a request is assigned,updated or closed although they can receive request approval notification. We are getting this error in our System Log.
Using a Python script to update a request based on field values
Hello, I was looking in the resource area and came across the this script https://resources.manageengine.com/resources/resource/python-script-to-update-a-request-based-on-certain-field-values. Ideally I would like to assign a techs group, category, and site automatically once they have chosen their name in the request (from the drop down list). Currently they have to manually choose those fields each time they open a new request. Has anyone used the above scripts for a similar purpose? I am going
$CreatedDate format mm/dd/yyyy instead of dd/mm/yyyy
The variable used for the created date of a request is not the date format that we'd like to have. I know you can change personalized date formats for any user account, but this is not user based, even if it was...we do not want to have each user go into their settings for something so trivial, it is better that we change it globally instead of depend on users. Ive looked for a global date format setting but did not find it. Searches on the support portal only seem to mention personalized date formats,
How to send the resolution attachment with the resolved notification message
Hello I made an update from 9314 to 9333 today. There is a nice new feature, now it's possible to add attachments to the resolution. Great! But how do I have to customize my notification template (a user gets an e-mail when the request is updated), that the attachment will be included in the E-Mail? I can't find an variable for the attachment? Regards, Markus
Add Discussion Notes to Report
Hello, I would like to add the newest/latest discussion note to a report. Below is the query for the existing report. Any ideas? Thanks SELECT "dpt"."DEPTNAME" AS "Department", "wo"."CREATEDTIME" AS "Created Time", "wo"."WORKORDERID" AS "Request ID", "aau"."FIRST_NAME" AS "Requester", "wo"."TITLE" AS "Subject", "wotodesc"."FULLDESCRIPTION" AS "Description", "pd"."PRIORITYNAME" AS "Priority", "std"."STATUSNAME" AS "Request Status", "rtdef"."NAME" AS "Request Type" FROM "WorkOrder" "wo" LEFT JOIN
Taking a trimmed back up
Hi all, Has anyone done this and successfully restored the attachments? TIA
having problems with the SDP backup
You will find appended the screenshot with the error when the system tries to do the backup. Currently we have version 9314 Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail, support file(s) and SDPbackup.log file from bin folder to servicedeskplus-support@manageengine.com org.postgresql.util.PSQLException: ERROR: index "cihistorydetails_pk" contains unexpected
Reply to user with Solution
If a user raises an incident/ticket and a potential solution is already added to ServiceDesk, can you reply to the user and automatically link your choice of solution from those added?
ServiceDesk Admin Password Reset
Have updated ServiceDesk and now the admin password does not work. How can I reset the password of the administrator? Thanks.
On Form Submit appears to duplicate items in Custom Scripts
I've noticed some odd behaviour when applying custom scripts via the On Form Submit consitions. For example, I'm trying to configure a Service Catalog item. In this particular one, the Subject line is locked so that the requester cannot change it. When they complete the form, they have several fields to fill, one of which is "Cost Centre to Charge" The SC item has a default subject line of "New Purchase Request". I have added the following rule under "On Form Submit" so that when this field has
Initial Response explained
Can you please explain how the initial response it tracked in ServiceDesk? We have tickets come in, and a Help Desk person reviews\assigns the ticket. I need to produce a report showing the percentage of first responses that did not occur within 15 minutes. I tied this reporting to Analytics Plus, and it is showing an average initial response of 37 hours. This is not true. When I go into the data, I see tickets that have been closed, but have no initial response recorded. What process needs to happen
Report Help Needed - ticket times
Hello, I need some help creating a report showing how long tickets stay unpicked in the groups and how long technicians have the ticket from picking up the ticket to first response and then to closed. Is there a way to do this...we don't use the timer. Thanks for any help. Jerry
I dont quite understand how "Select approvers" field works
Hello everyone. I'm making a service request template. This template requires a fixed and a dynamic approver, which will depend on the area that processes the request. Some info for the test. Fixed Approver = IT MANAGER (Organizational Role) Dynamic Approver = Department Incharge (Department Role) or specific user, with no relevant role but with permissions to approval. First idea was including the field "Select approvers" to select the dynamic approver, and use the first stage of approval in the
"Service Request Approver" option on Requester record
I have another post regarding Approvers that hasn't been answered yet (https://pitstop.manageengine.com/portal/community/topic/dynamic-approval-for-service-catalog-requests) so I'm looking at alternatives. Other than the built in roles for Approvers, there appears to be a list of requester names available to select. Requesters appear in the list based on whether they have the following option checked in their record: I have 2 questions regarding this: 1) Can this option be ticked en masse for a
Set "Mode" field, automatically when the request comes from Self-Service portal
Hi all. I want to know if i can set the field "Mode" (Options: Mail, Phone, Self-Service Portal, etc.), automatically, if the request is coming from the portal. There is any marker who identifies the origin of the request? It is possible to make a script, for this auto setting. Thanks in advance. Regards. Facundo
Different notification templates for different groups?
Hi Guys, I was wondering if it was possible with the current build of Service Desk Plus to customize what notifications (particularly "Request Logged" and "Request Resolved" ) get sent out from Service Desk Plus depending on what group the request ends up in or is resolved from? So for example, email feeds straight into Groups A and B by their respective "Group Email " settings and tickets are generated. Is it possible to send one "Ticket logged " notification from Group A and a different one with
Differences in Approval in Incident template versus Service Catalog template
I've spent a lot of time recently trying to get our Service Catalog configured, but part of this involves having a working Approval process One of the recent hurdles I've encountered is that the Additional Fields we use in our Incident Templates, do not pull through to the Service Catalog. We use a lot of these additional (incident) fields for reporting, and the only way I can see to get them into the Service Catalog items is to manually duplicate them, which is something I'd rather not do. Furthermore,
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