Survey - "User does not have sufficient privilege"
Hello, I use SD+ all day editing/submitting/resolving SRs. When I get the email concerning the survey.... "Please help us improve our service by completing this short survey....." and click the link I always get "User does not have sufficient privilege". I use Chrome as my default browser and have found Chrome to be the problem. If I copy/paste the email link into IE or FF it works fine. The "User does not have sufficient privilege" is a very odd message for a browser to return and I do not think
report of laptops
Haw can I generate report of laptops? In asset->workstation view there is option to select "workstation type" as laptop but I did not find it in reports. Thanks in advance
Default Request Missing from main menu but exists in drop down menu
Template exists from drop down menu but not in the main menu: Screen Shot of Template: Any help is appreciated. I'm scratching my head. Thanks, Steve
Field and Forms Script Help
I'm trying to get a script to work but am having a hard time with it. I created a custom field that is a drop down menu. When the user clicks on it they get the option to choose from it which password is needing reset. Based on their selection I would like for it to change the Item field to which password is needing reset. I have set up business rules that auto-assign tickets to technician groups based off the item that is being submitted. But I don't want requesters to set the item (and it's not
Unable to delete a Support Group
Hi I am unable to delete a Support Group in SD Plus - I have removed all the technicians associated to the Group but no luck - Just comes up with a message - Groups cannot be deleted. Please assist. Randall
One more report request, time to resolve
MS SQL, build 2016 Stats for Incident Requests + Service Requests Time to resolve by technician, by year/month Resolved under 10 minutes Resolved under 30 minutes Resolved under 60 minutes Resolved over 60 minutes Total resolved Month Technician 10min 30min 60min 60+ Total Resolved This one is tricky. I had it with our last system which is my management wants it now. Help is appreciated. Thanks
Business rule not executing
Hello, We have 5 business rules, every rule is working except this one. This is the first rule that is executed. This is the rule: When i'm check the System Log this is the "info" message DataObject for Notification: <WritableDataObject> <Tables> [AaaUser, NotificationContent] </Tables> SelectQuery Object: Select columnNames=[NotificationContent.NOTIFICATIONCONTENTID, NotificationContent.NOTIFICATIONTYPE, NotificationContent.SUBJECT, NotificationContent.CONTENT, NotificationContent.ISENABLED,
Report for Tech Availability
Hello, Is there a report that could be generated to show the Technician Availability for the current year? We are running Version 9.2 Build 9217 with MySQL Thanks, Ralph C.
Report stats for a specific group
Would it be possible to get a report with the following: Month request resolved Technician is part of a group called "Service Desk" Want a count of FCR calls, non FCR calls, total calls resolved per technician Calls resolved from start of year to current date or from "start date" to "end date" if it's easier Sorted by Month then Technician So something like Month Tech FCR Non-FCR Total Calls Possible for a MS SQL with build 9216? Also possible to be prompted for date parameter? Thanks
Asset CI's
When I'm in the CMDB and moving assets around the CI categories, I came across an inconsistency. Under the CI called Workstation, I created 2 sub categories called Laptop and Desktop. When I'm attempting to move the laptops into their own CI, my CI names are not listed. Did I create the categories wrong? Please see the attachment.
How to get unaudited workstation api
I want get unaudited workstation by rest api. help me. Thanks for all.
Delete all requests for specific group(s)
Is it possible to delete all requests for a specific support group? Deleting 250 request per go when a group has some 10000 requests assigned to it is very laborious. Thanks.
search broken - solutions and requests
We're having issues with search solutions - results are empty requests - results are partial. only a few show up. This was working fine before 9209, i applied 9213 hotfix last night and the problem still exists. Any ideas? Thanks
When does the Active Directory Automatic Import occur?
I have scheduled an automatic import of the Active Directory information, to occur each day, but I don't what time of the day the import is initiated. We automatically sync our Active Directory from the HR system at 5:30am and I would like to schedule the import after that, say at 6:00am. Best regards Dave
hidden community module
Hi, we need to hidden community module from our technician , is there any way to remove we using 9.2 Build 9218 . thank you
Unable to add new incidents
We're using version 9223. We had this problem with 9220, but thought upgrading to 9223 would hopefully fix the issue. We are no longer able to create new incidents or service catalog requests. Whenever we create a new incident, we get automatically redirected to the Requests page that lists all open requests, and the incident is not created. At the top of the page, there is a blank message window with a red X--I've included a screenshot. We've opened a ticket with support (#7455702) and nobody has
How to update head for Department use API
Please help. How to update head for Department use API ? Thanks
Status change comment & Scheduler
Is there any way to make this mandatory just when changing the status to on Hold? I know in the Self Service Portal settings you can change the setting for 'Status change comment mandatory for request' but this enables the change for all status changes.
How to copy all data from SDP 9.1 to 9.2
Dear Support, I am using free version of 9.1 SDP and now i have installed new SDP 9.2 in other computer, I want to transfer all data including, users, technicians, sdp configuration and assets to newer version kindly explain the procedure.
New problem after update from 9208 to 9213 with Issue Catalog
Hello We only have the default request template in the incident templates. In build 9208 (and also before) there wasn't a dropdown box for the issue catalog if there was only one incident template. In the left of the service catalog dropdown box there was only a button "New Issue" and not a dropdown button. If I click on this dropdown button it appears an empty template page. That is not very useful for our customers. Could you please change it as it was before. Regards Markus
Change Management: Is it possible to block out dates on the Calendar?
We actively use the Change Management feature. We would like to know if it is currently possible to block dates on the calendar so that when technicians are submitting change request tickets that they are prevented from selecting dates that have been blocked. If this is not possible, can we make this a feature request? Thanks, Adam
Creating a dynamic picklist using an already existing picklist of values
I have an issue where im trying to populate a picklist with options, depending upon the value of another separate picklist that already exists. I saw the dependency example in the JS how-to, but im not sure that scenario is the best solution for what I am wanting to do. However if that is not the case, i am more than willing to learn or make it work. First things first, my MFH-Location dropdown has about 50 options for location, so based on that result, i need to populate the UDF_CHAR4 field with
Passing parameters to Scripts
Hi everyone. This little monkey has me confused. I'll lay out the scenario so you get the jist of what we are trying to do. You'll have to bear with me as I am still trying to work on the lingo :) I have a piece of software that will deploy software via the commandline. I am trying to make a customer trigger (or something to that effect) that will start this deploy process when a user opens a request. For example, a user opens a request for a java update to be installed. I'm having troubles
Service Catalog Form Rules
Is it possible to use a rule on Form Submit from a Service Request to open another Service Request? Example: If I add a check box to my form in the Service Request then have a rule that when it is submitted and the check box is checked I can have different Service Request open to be filled out. Chris Trauner Network Analyst
Location as an Asset Consideration
I have a campus environment (multiple buildings located in one site). I am considering adding each building and room number to the CMDB to allow for assets to be related to a location. It would be great to be able to have a series of dynamic drop downs that reference these locations so that location can be managed from a single location and not a custom drop down list that needs heavy management. Has anyone been able to achieve this? If so, how?
Mail Fetching status monitoring
Hi Support, Is there any way to monitor 'Mail Fetching status' for incoming and outgoing mail ? Via API/powershell/etc ? Sometimes it stopped working and you find out that after a week. Also how to start/stop mail fetching via API/powershell ? Thanks
Question regarding Field and Form Rules
Hello, I'm setting up a template in the Self-Service portal that will allow users to request a password reset. How I would like for this template to behave is that when they select "Network" or some other system from the drop down menu, the field a form rule would automatically select the group/technician responsible for network passwords. This would be easy if we just had that one system, but currently we're using around 10 different systems. Does anyone have a custom script that doesn't something
Update on FCR modes
Hi, Are the FCR modes as mentioned in below forum implemented? I can only see the option to mark FCR on closed requests at the moment. Is there any possibility to make Mark FCR a mandatory field when closing requests? https://forums.manageengine.com/topic/first-call-resolution-fcr-need-suggestions
Automatic Department fill in
Hey guys, I wonder why I have to create a pick list at "additional field" everytime for a new subcategory of the service catalog or an incident for the departments tho they are imported from active directory and linked to requesters. Is it possible that I can link the new field with the list from active directory in order that I don't have to create everything new every time ? It would be way more easy and more long term efficiant if it would work like that. Just imagine the company decides to change
how to update Department of requester!
Please help me ! How to update Department of requester ? Please see xml code update <?xml version="1.0" encoding="UTF-8"?> <API version="1.0" > <citype> <name>Requester</name> <criterias> <criteria> <parameter> <name compOperator="IS">CI Name</name> <value>Phanvm</value> </parameter> </criteria> </criterias> <newvalue> <record> <!-- Multi
Add New User Requests in ServiceDesk
We have a template that we created to add new users. Within that template we have tasks associated with the add new user template. Some of these tasks need to be done within three days, some of them need to be done within 6 days and some of them need to be done within 30 days. We keep running into SLA violations because the add new user request itself is set for three days. We want to have the least amount of work as possible for our technician that monitor the helpdesk so we don't want to break
Custom script to create directory from request name
Hello, Instead of working with attachments in the request, we are thinking about creating a directory for every service request and add the link to this directory in the request itself. All documents related to the request will be saved in that directory. Advantage would be that there is one folder on the network with all documents and also working documents that you do not all want to save in the request itself in our case. I was wondering what the opinions are on this workflow or generally on
Approval Routing
Hello All, I would like to automate the sending of an approval request based on the selection of a particular field, ideally utilizing the script function under Field & Form Rules. In example: When the field "Create AD User" is set to "Yes" I would like an approval request to be automatically sent out to user@abc.com It appears I can accomplish this under Admin>Incident Template>TEMPLATENAME>Field & Form Rules> ... However...I do not know what the script would need to look like in order to accomplish
Pass-through authentication
Need to create the computer account in specific OU in Active Directory. A search on the forums I find that specifying an OU no longer works. How can I go about doing this? Chris Trauner Network Analyst
Enable BCC
Hello, How can i enable BCC in the Reply/Forward mail? I have tried to do the following: update globalconfig set paramvalue='true' where category='ReplyWindow' and parameter='ShowDefaultBCC'; But this resulted in: 0 rows affected. (Running latest version) Thanks
Where can I find EMail Debug?
Where can I find EMail Debug? in order to analyse the problem of non receiving emails?
Application blocked for security error
One of our technicians (only one) is getting a "Certificate has been revoked. the application will not be executed." error when copying and pasting his notes into the resolution field. He is not on remote access and is set up with the same firewall settings as everyone else. Why would only one technician get this error. below is the error and the general exception details. General Exception details: java.security.cert.CertificateRevokedException: Certificate has been revoked, reason: UNSPECIFIED,
I deleted an SLA by Mistake
And now it is greyed out and it won't appear on my list. How can I undo the deletion and make it appear on the list? I currently have request that have the Normal Priority. Thank you
Database Modifications by SDP Development team
Is it possible that modifications were made to the DB by the SDP Development team? I have an MSSQL function that I run every few months to create an Assets report. It has now been failing because a "Barcode" field is not valid. Based on my function, I retrieved the Barcode value from the Resources table which now contains a field labled "BarcodeID" instead of "Barcode". Were changes made to the database? Is there a way to receive notice when changes are made so I can better prepare?
Changing "Change Template" on the fly
Hi Guys, I was wondering if a change request has been logged using a certain template whether it was possible to change this template on the already created CR? I've been testing this and it looks like you can only change the workflow once its logged not the actual template. Seems you have to delete the CR and raise a new one with the correct template is this the only way do do this? Best Regards
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