Request closing rules being applied even though the field is not visible on the template
Hello, We have been requested to replace the incident additional field "A" on one of our incident templates with the incident additional field "B". In order to retain the values for the existing requests (for reporting reasons), we have hidden and non-mandated field "A" using field and form rules (as deleting the field would also delete the field values for the older requests). Unfortunately, the system still seems to apply the request closing rules for field "A", even though it is not visible on
Is it possible to search and report on the text in notes?
Hi all, Anyone tried this? Regards
Browser support
Hi, We notice that some users with old browser version (eg: Windows Internet Explorer 8) are redirected to a different page, how can we disable this.
Custom HTML Files for SDP Self Service Portal Widgets
Is there a way to properly reference a custom html file for the Widget feature of the Self Service Portal? I've created several html files which I'd like to place on the portal. When I direct the widget to the file location, I get a secure content notification. I'd like to have these widgets display without users having to click 'show all content'.
Resource questions limit?
Hello, What is the maximum number of resource questions that can be added, in general, and per template? Best regards, Demetrius
REST Api return XML
Hi, I am using the REST API to add CMDB CI's but what i cant seem to get working is returning the result in XML format rather then JSON I can see i need to add Result Format but i can't figure out where to set it Regards Jason
API for Assets
I am looking at using the API to add and update Assets within SERVICEDESK plus, I have looked at the REST API and can use the CMDB to add a CI but when I do I cant see it via the Assets tab. Do I need to do anything additional to see it across both? I can see I can use the servlet API but this is no longer supported so I cant find any documentation on this. What is the best way for me to get around this.
Help setting up webpage for submitting with REST API
I'm hoping someone can offer a suggestion if there's a better way to do things here. I've set up a web page that makes changes via the REST API to servicedesk requests. The submission method was done using javascript on the page. The first problem was that there doesn't seem to be any way to allow cross site requests in servicedesk, so the page had to be hosted from the same domain. Since it was just a simple static page I did this using a .html file added to one of the subfolders in servicedesk
Query to make selected employees service request approvers for all requests.
Hi, We have a query that identifies all employees that are not service request approvers that also have a custom attribute (people.ATTRIBUTE_176) value of 4 or greater. What we need now is to change the settings for the employees returned in this query to be service request approvers and be able to view all requests. Report Query: SELECT AaaUser.FIRST_NAME "FullName" ,people.ATTRIBUTE_176 "Org Level",AaaUser.user_id, JOBTITLE "JobTitle" , SDUser.USERID FROM AaaUser INNER JOIN SDUser ON AaaUser.USER_ID=SDUser.USERID
changing notification groups on change workflows
I've had to create a new ticket because the other one closed. I have copied in my original question and the response i got. I may be missing something but I can't seem to be able to change the technicians. Either way, does anyone know of a way to make it automated? Thanks Emma ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Hi Emma, Good
SDP-DC Integration: Which Technician to generate API Key ?
Hello I would like to discuss the best practice for generating API Keys to integrate Desktop Central with ServiceDesk Plus. I have generated API Keys from my technician profile (SDAdmin), but then i noticed that service requests created from DesktopCentral to ServiceDesk Plus were "created by" myself ? Also, if i ever leave my company and my technician profile is deleted, the integration will fail and keys will have to be regenerated. My question is: Isn't is a better practice to create a generic
changing notification groups on change workflows
Hi I have a query about change management in the Servicedesk. We have version 9.3 Build 9308 MySQL. I have created a new workflow on how a specific change is created/submitted/approved etc, What I want is for certain technicians to be notified when a change is approved. Is this possible? I could only see options for 'change roles' to be notified - one them is CAB. I have created a new cab but I don't see how to change the option. Can you give me some advice? Thanks Emma
Leave Notification
Hi Guys, We tried to use the Leave feature of SD Plus, I noticed that after a Technician filed his leave, all Technicians even from other groups receives the email notification. Is there an area I can set on who can only received the email notification? Or if possible, his co-member technician in a Group? TIA Share
SDP Asset Node License
Hi, With the licensing for SDP assets, What do you class as a node? We are looking at using the Asset component of SDP for for non-IT assets as well (Desks, chairs, whiteboards etc) so want to know if that is affected by the node licensing? Thanks James
Report to show duplicated tickets
A lot of analysts use the duplicate function. Is it possible to write a query that shows how many tickets were created as a result of this Duplicate function I would need to see Ref Number Requester Subject Created Date Analyst that created the ticket Region Database: MSSQL Version and Build: 9.2 Build 9221
Service Desk Plus integration with Microsoft CRM
Hi, Has anyone managed to integrate SDP with Microsoft CRM? I understand this can be done via API but i have no skills or time to do this. Can anyone recomend a third party to enable this integration as I know Manage Engine have a lot of software partners? Any help would be appreciated. Thanks Rich
Survey
Hi, We want to know if there are any options/plans to enable us to further customize the Survey that is sent out after a requester's call is resolved. The current options are limited, we feel that if we have the option to add eg. a smiley face for a happy customer, or even a custom company logo it would encourage more people to complete the survey . Any suggestions or plans for customizing in future? Thanks.
Can each site have their own signature on automated e-mail?
We are based in South Africa and have our colleauges based in Brazil set up as a different Site. Can each site have their own signature on the automated e-mail that a user receives as soon as a call is logged? I can only get the signatures set up on "replies".
Reporting
Hi Demetrius Please assist. The highlighted (attached screenshot No.1) is the requesters information and I can pull this information on the report. I can’t seem to have a column for Job Title highlighted in green, how do I come to add it on the report side? I want to have Job Title on the report as I have Department and Site, Please refer to screenshot No.2.
Task Owner
Is there a setting in Service Desk that a requester can create a task or assigned as task owner?
Authentication server changed, no forwarded emails
Since we changed our Authentication server, emails are no longer forwarded to our support email account. Current version is 9.2, build 9217
Sample User Manual
Hi guys, I'm about to create a user manual on how to use ServiceDesk for internal Technicians, appreciate a lot your inputs or ideas and even the user manuals document if you have. Even a sample link would be very helpful. Thanks in advance :)
Learning path for Service Desk Plus Solution
Hi Team, I am new to Manageengine's Service Desk plus solution. I want to learn SDP. Could you please guide me with the proper self learning path. This will be really helpful for me. Thanks, Amol
DNS setting passthrough
Hi, Is it necessary to restart the server or service after changing the DNS setting in the AD-passtrough settings? We need to temporary change the DNS and i want to avoid downtime for SD+. Regards, Alexander Nordin Region Halland
Deleted Tasks
Is there any way to restore deleted tasks? We have a technician that deleted several tasks of other technician. And how can we limit the users who can view certain tasks?
Is there a way to add incident additional field in mutliple incident templates or services.
Hi Team, I would like to know if there is any way to add incident additional field in multiple incident templates or services at one go in all. As I have multiple services/incident templates where I need to drag and drop the same additional fields manually one by one for each incident template / service. _J
Responded date and API
Is there a way to set the responded date on a request by using the API?
CI History for a Requester
Dear Team, I am unable to view the CI history for any requester in ME SD Plus. I have provided the screenshot of a specific requester who in the relationship section shows the devices that are currently assigned to him. But, in the history section, there is no mention of any current or past CI assigned to this user. Please help.
SQL Database Support 1~888~8228~391 SQL Database Support provde best soltion
SQL Database Support 1~888~8228~391 SQL Database Support provde best soltionSQL Database Support 1~888~8228~391 SQL Database Support provde best soltion SQL Database Support 1~888~8228~391 SQL Database Support provde best soltion SQL Database Support 1~888~8228~391 SQL Database Support provde best soltion SQL Database Support 1~888~8228~391 SQL Database Support provde best soltion SQL Database Support 1~888~8228~391 SQL Database Support provde best soltion SQL Database Support 1~888~8228~391 SQL
Import samaccountName for Manager Field from AD
So I created a manager field for importing requesters, but it keeps coming back with the CN instead of the samaccountName, which I guess is the default for that field when I pull it up in powershell. I've tried various powershell scripts, but fairly certain
Custom task view
Hi, Is it possible to create a custom view for tasks, similar to requests custom views.
Support Group without a Site
See below - these are some of the Support Groups we have configured under a Site named "Barcelona - Plaza Europa" If I open up "EU Access Management" there doesn't appear to be a Site associated, even though its listed under this Site. If I edit the Group, it shows as "Default Settings". There is also no way of me correcting this, as this is just static text, and not editable. However, it is not under the Support Groups if I check "Default Settings" All of the other Support Groups under this site
Unable to view Archived Requests
When viewing archived requests, users are receiving an error message: Fortunately this does not occur in our TEST environment so we were able to view the correct content. Any ideas why this would happen. Both environments are configured differently (Production: v9320 TEST: v9317 - MSSQL).
Web Remote Connection not working
We just upgraded to 9323 to try out the new Web Remote Connection feature. Whenever we launch it, we get an error: FAILURE: General failure while performing the operation. Any ideas of what is causing, or how to troubleshoot? Thanks.
Restricting a field in the bulk edit window
Hi, We've introduced an additional field in our Incident template called "Fix Code". It's a drop down menu that has about 90 entries, and the contents of this list change depending on which ITEM you select when categorizing the ticket (it does this by executing a custom script in the Field & Form rules) So for example, if you pick the Item = "Email Admin" You get a choice of the following Fix Codes: Permissions amended Divert added / removed DL amended DL Created Owner amended OOO Message amended
Change Contract Status
Is there a way of changing the Contract status, I would like to be able to change a contract to cancelled rather than just letting it expire
Get CI by ID using the /api/cmdb/ci API
Is it possible to use the "cmdb/ci" API to get the CI info (using the "read" operation) based on the ID returned after creating that CI with the "add" operation? If possible, what is the name of the field to be used (ex: for getting a CI based on the name the "CI Name" field is specified in the criteria, as specified in the documentation) More info: after creating a CI, the response looks like <Details> <records failed="0" success="1" total="1"> <success>
Can I get an asset info based on its ID, and not its name, using the API?
If possible, please give an example using the asset id (CI ID), similar to https://www.manageengine.com/products/service-desk/help/adminguide/api/cmdb/get_ci/get_ci_details_filter.html Thanks in advance!
Preventing the email fetching engine from stopping
Hi all, I've had the fetch engine stop twice for no apparent reason and it appears that there is nothing in the logs to indicate an actual fault. Is it then possible to prevent the fetch engine from stopping? If it ran as a service, we could have it restart but guess that's not an option. Its worrying because that is the most important part of the app...... Thanks
Auto select Site and Group based on Technician
Tried asking this before but got no response. Is there a script available that would choose the tech's group and site when the tech chooses their username from the list of techs in a request? TIA
Next Page
