Best practice for managing Dev, UAT and Prod environments
Hi everyone, We are just starting to use SD+ in our environment and I want to know what the best practice for managing and keeping all 3 Dev, UAT and Prod environments with the same setup? thanks,
Rest API GET Incident - Additional Fields
We have an "Incident - Additonal Field" called "Location." This is a Pick List. I am needed help with doing an API call to get the Items in the list as they change from time to time.I am using PowerShell if that helps. I've been able to successfully create tickets using the API but I am needing this information as it is a required field for us. Thanks, Wayne Reeves
How to configure Additional Fields for specific Worklog Type
Dear support, I created several Worklog type, such as "Wifi Troubleshooting", and I would like add additional Fields only for this Worklog type, a sort of check list as you can see in the image below. It is possible to show the additional fields based on the worklog type? Best Davide
Custom Schedule: Change notifications
Is it possible to script reminders for a change? For example to remind a change requester that the deadline to submit to CAB is today at noon if the Change Request is in the Plan stage OR a reminder to Change Testers to update the CR with test results if a ticket is sitting in the Verify stage? SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
Is it possible to remove the cc field in the reply template?
Hi, As above. TIA
GET_REQUESTS 'from' and 'limit' parameter confusion
Hi, I'm trying to use the GET_REQUESTS operation to retrieve all the requests from an on-prem instance of ServiceDesk Plus. However, I'm a bit confused by the use of the 'from' and 'limit' parameters to create paging behaviour. I've read the documentation on the method (https://www.manageengine.com/products/service-desk/help/adminguide/api/request-operations.html#Requests) and I'm trying to create a loop to retrieve all the requests from the system 50 at a time by updating the 'from' parameter as
Is there any issue in setting up ssl for free version of SDP
Hi, I have installed free version of SDP standard. All are working fine. When we try to configure SSL we are getting below issue. Kindly help us to fix this. Regards, Kavi. inside sdclientutil::::::::Received fatal alert: handshake_failure javax.net.ssl.SSLHandshakeException: Received fatal alert: handshake_failure at sun.security.ssl.Alerts.getSSLException(Alerts.java:192) at sun.security.ssl.Alerts.getSSLException(Alerts.java:154) at sun.security.ssl.SSLSocketImpl.recvAlert(SSLSocketImpl.java:1959)
Organizing Business rules
Hi, We have three sites and 58 business rules. Organizing Business rules is a very tedious work when we add more rules as we wish to keep it sorted. Regards Murali
Assign Closed ticket to Technician who closed it
Hey everyone, The way we currently have set up is we have a round robin. However, sometimes when a ticket is resolved or closed, and someone replies back to the ticket, it gets reassigned to someone else. The way we want it, is we want the person who closed or resolved the ticket to be reassigned back to them. Not sure if it's default and not working or if that's possible. But to be honest, that should come out-of the box.
script to stop form submission base on requester email or department
hello, i have created few templates and some of them are not suppose to use for some particular department or group of users, can you please help me with javascript to implement this function, I expected it will be Field and Form Rules and on form submit base on some condition it will prevent submission thank you ! Tai
Automated closure via business rule
Hallo, How can I close a request via a business rules, when the request closing rule "add work log" is active?
API via curl not populating fields
When I create a ticket with the curl command curl -X POST http://<DOMAIN>/sdpapi/request --data OPERATION_NAME=ADD_REQUEST --data TECHNICIAN_KEY=<TECH_KEY> --data-urlencode INPUT_DATA@new_request.xml the request ticket is created but the only field that is populated is the Technician. None of the other fields are being populated. Is there a problem with the XML? <operation> <details> <parameter> <name>requesttemplate</name> <value>Infrastructure Operations</value> </parameter>
Field & Form Rules: How to check, if a date field is blank/not set?
Hi Forum, Am trying to do the following in a change template: When the change is set to closed and the SCHEDULEDENDTIME is not set, set it to current date and time. Got a "On Form Submit" rule with "On create/edit", condition "Status" is any of the "closed>>closed..." with the following script: var x=$CS.getValue("SCHEDULEDENDTIME"); if(x === "") { $CS.setValue("SCHEDULEDENDTIME",new Date()); } It doesn't work :-( Just setting the date without the IF works, but I only want to set it, if it's
JSONP Calls on ServiceDesk Plus?
Hello, We have ManageEngine Service Desk Plus v 9.0 Build 9030. Does it support jsonp calls? (Similar to this thread for ServiceCenter: https://forums.manageengine.com/topic/using-api-from-another-domain) I would like to query it via REST API from another domain. What is the best approach? Thanks in advance.
Error Notificate: Sending notification failed
I send email by servicedesk portal, but when I click the Send button, I got e message: Sending notification failed. I’s using gmail for portal site. Please check the attached and support me how to fix it? Regards. License Info License Type = Registered Product = Standard @Name = administrator@ @Mobile Number = @ @Database Name = PostgreSQL@ @Database Version = 9.2.4@ @Current Build = 9312@ @32 / 64 bit installation = 64@ @Logged in users = 7@ @Zone = Asia/Bangkok@
Changing IT Asset to Non IT Asset
Is it possible to change a workstation from an IT Asset to a Non IT Asset other than deleting and recreating?
Reminders
Hi, We have some requests that need to be finalized after 3 months. Is there any reminder function on the IT Service Desk ? I know you can resolve a request and set a status change date, or tasks (we dont use)....but is there any other method ? Just for context we process temporary access for some users and don't want to close the request until we have removed the temporary access, so we've looked at a dedicated support queue etc. but just thought if anyone else had any ideas. A
How to have different operation working hour for the same site
Hello Support team, I don't know how to configure this requirement Conditions: - Have site A-Regional - Have IT support Group works 09am-18pm, Mon-Fri only. Seres all requester on A-Regional - Have Urgent Support team works 24/7 around the clock. Serves all requester on A-Regional Question: - How to configure operation hour for each of them on Servicedesk Plus? Regards Eric
Requesters are not allowed to use the "Search Requester List"
Anyone else notice this and feel it should be there? I've pointed this out to ManageEngine, and they indicated that this was left out by design. Am I the only one who feels that it should be there? Do we honestly expect our users to manually type email addresses (only addresses, not friendly common names either) in the notify CC field? I'm puzzled as to why they felt it was a good design idea to leave this out.
SDP change custom triggers, without the matching conditions I need
SDP changes the conditions in the custom triggers. I need the phase of this field and how to increase it。Jiqiu
list of technician by site
how can get the list of technician by site and by group
support for javascript
Hello, I have design a template for Incident report, in which I create a custom field called affteced service allows end user to choose from drop down list name of service and base on what user has chose subcategory will change accordingly, because list contain a lot of item so I would like to ask your support for a Javascript which can help me execute that when end user select a service from affected service field, the subcategory will change (set) accordingly thank you ! eg: Affected service: Active
Requester cannot change status of a request
Hello, I have question, I have create template for requester to make request, but when request submitted requester cannot change request status. in status field, I have allowed requester able to change request status thank you ! Brgds, Tài
Incident Template Scripting
I just noticed scriptng now exists, but I am having a problem. I would like to change a dropdown list when another dropdown list value changes. Is this even possible and what am I missing, here is what I got: I am applying and On Field Change to all users Execute on create/edit Event" On Field Change and Office is the field Condition Office is not "Corporate" Action Execute Script $CS.addOptions("WorkOrder_Fields_UDF_CHAR6",["Cashier","Account Manager","Collector","Utility","Collections Manager","Assistant
Raising service requests via email commands
Hi, Is it possible to raise a service request via email commands? Currently, i can use a command to change the 'request type' to Service request, but this doesn't change the ticket as a whole still being an incident (evidence of this is the little incident icon, the fact i can 'convert to service request', and it doesn't appear in reportage for service requests) If this is not possible, is this on your roadmap to provide? In the meantime, i have been trying to think of alternatives; 1. Can i create
Requester Mobile App login
I'm having trouble getting requesters logged in to the mobile app. I started by searching, and Googlefu led me here: https://forums.manageengine.com/topic/requester-can-t-log-into-mobile-app I already set the two permissions mentioned there in the settings, as per: Technicians can log in just fine, assuming that an API key is generated for them. Requesters get the message: Login Failed. Technician Key not generated for the users. What else should I be looking for? Thanks.
Prompt for Date without Time in Additional Field on Request Template
We have situations where we'd like to collect a user-entered date without a time (or with a time of 0 Hours, 0 Minutes) on a Request template. When using the calendar functionality to select a date, the current time is defaulted. Ideally, we'd like the time to default to 0 hours, 0 minutes rather than the current time. Is there any way to do that? If not, is there a script we could use, maybe via Field & Form Rules, to reset the time to 00:00 for a particular date-formatted Additional Field either
Change Management
Hi I am attempting to setup templates/workflow for standard preventative maintenance. What I require is for the Technician to populate a (additional) field either in a Task or the Change. Any suggestions on how I can do this?
Problem to upgrade from version 9309 to 9312.
Good morning, I update the version, following the steps that are in the WEB. And it did not work. The first time I made a mistake, the second time I said that the program did not match the database, the program was version 9312 and the database version 9309, I wanted to restore the backup I had made before updating the software, and I can not either, it gives me error. Thank you.
Unable to Install Windows Server 2008
Unable to Install Windows Server 2008
Reopen ticket when requester responds
When we reply to a requester with a question we put tickets on status "Waiting for customer". I want to know if its possible to change the status to "Open" when the requester has responded.
Change Control - Edit Stage
Our users are click happy and they approve stages when they shouldn't. As the Change Manger, I can edit changes, but I have the stage/status disabled in the templates so users can't change them. When I edit the Change, they are still disabled. How can I easily change the stage/status while keeping others from changing them.
Step required to purchase a product
Can anyone give me a Step by Step to purchase a product? Do I install the software before I buy it so it will show up when I add the new Vendor? Because you have to have a product to add a vendor. Or do I add the software to the product list before I add the new vendor? can't do that because you have to pick a Manufacture from a list that does not have the new manufacture. I'm really confused about the process Please help Thanks
Auto Assign Requests
Hello, We are testing the auto assign function for load balanced assignment. We have a technician that is in another region and typically only supports sites that are open in his time frame. Is there a way to setup the region,technician or sites so that the technician isn't getting assigned tickets during their his off hours?
Invalid API key
Good day ZOHO team. Here is an issue. There is a suspicion that Desktop Central does not add new software to Service Desk. When I tried investigate where is the problem could be I've discovered issue with API key. Open "ME integration" - Desktop Central and find out that API field is empty. I have technician account and can generate API. But after I enter generated key (tried with both - with expiration and without it) I have error message (see attachment) "Failed to update Associated Applications
Dominance
Hi, Can you confirm if Business Rules will override the Priority Matrix ? We are looking to amend out priorities by are assuming that the Business Rules can and should amend these based on our conditions, the last thing we want is the Priority Matrix having a fight with it over priorities. A
SDP behind reverse proxy at non-root directory
My team is evaluating ServiceDesk Plus. We would like to run the software behind a reverse proxy at a non-root directory. For example, we would like to expose the URL: https://reverse-proxy.ourdomain.com/support/ as a proxy for the internal URL: https://sdp-server.internal.ourdomain.com:8443/ We've tried to set up this configuration, but the URLs within the ServiceDesk Plus application's web pages use many absolute paths, which don't work through the reverse proxy (since the external URL isn't
Automatic forward request to external email
Is there any way to automaticaly forward on a request to a email address? We have created several custom request forms and need to be able to send a copy to other email address within the company. Is there any way to do this? It would also be ahndy to only do this when certian fields are set in the form. Any sort of ideas on this would be most welcome. SDP 7005 installed on Windows 2k3 Server using MYSQL as the DB. thanks
Cannot run program "RemoteControlViewer.exe": CreateProcess error=2,
Hello, I want to connect RemoteDestktop from the Agent, I Show the massege "Cannot run program "RemoteControlViewer.exe": CreateProcess error=2, Sistem belirtilen dosyayı bulamıyor " I was update 9.2 Build 9241 Old version 9.2 Bulid 9238 it was working. My java Version is 8 Update 121 (32Bit) What Can I do.
Polycom IP Phone Asset Discovery
We are just starting up our implementation of SDP and doing network discoveries to pull in all of our network asset information. We have a few hundred Polycom soundstation IP phones that show up as failed scans in the Asset manager module. They respond to ping and HTTP but not much else and no indentifying information is extracted during the discovery. Has anyone come up with a way to handle having all of these in the asset discovery database? I dont really need to manage them with SDP, just
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