Worklog Form filling from REST API's
I am trying to fill worklog, for closing tickets. But even after setting values for "Start Time " i am getting below error: "FailedError when adding work log to request - 32 - Time taken to Resolve or Start Time is mandatory field" Method used: ADD_WORKLOG XML request to fill worklog: <xml><Operation><Details><Worklogs><worklog><description>Closing comment</description><technician>Heather Graham</technician><cost>25</cost><executedtime>23 APR 2013, 01:00:00</executedtime><starttime>22 APR 2013,
Issue with rules in a new template
When I add a new template and I create new rule with action "show Fields", this rule not working because the field no appear in the request when the requester performs the indicated condition.
Cookie issue after upgrade to version 9200
Anyone else experience issues with ticket module in ServiceDesk since the upgrade to version 9200 - everytime I want to open an existing ticket or when I create a new ticket the website stop working, I just got a blank page. The issue affects every web browser and seem only to affect ticket module in ServiceDesk. As soon as I have created a new ticket or open an existing one I have to delete two cookies before I can continue to use other modules in ServiceDesk. The cookies in our environment are
Service Catalog & Business Rules
Is it possible to use "Change Request Template to" to assign a request template from the service catalog, rather than an incident template? We need to use business rules to assign incoming requests through email to a specific template in order to use a workflow for approvals that has been configured.
Could I somehow add an additional requester lookup as an input field?
We have a service catalog request for onboarding/offboarding. It would be great if we were able to add an additional field that would lookup a requesters name, instead of the form filler manually putting in the first/middle/last name of the employee that needs provisioning. Is it possible to inject the same requester name field/lookup, elsewhere on the form and bind it to a data field? basically the "search requester" input method.
Email Commands Help
Hi, Please help with the email commands, cant make it work, All i want to do is Change Status from A to B and Change "additional field value to xxx" please write syntax , Thank you for your time.
Auto-assign request based on a "Leave type"
Hi all, I have an idea to auto-assign specific requests to a technician who works on a remote side. It can be done by Business rules. But this technician is different during one month (one week - one specialist, next week - another specialist). How can I configure the rules so requests are assigned to the technician with specific Leave type? Thank you in advance. Nikolay
Request Catalog : does not record "Responded Date" when technician replies
Good morning, we are having an issue gathering KPI's when utilizing the request catalog. If I want to track Response Date after a technician has replied in application to the requester it does not trigger an update to the "Responded Date" instead all of my Responded Date's are "Not Assigned" when I run reports. I also tried to add a note and consider as first response - however the option does not exist for Request Catalog. Any help would be much appreciated.
sdp.settings.filepathexists.error
Hello. I download a Standart Free version of ServiceDesk Plus. (Version 9.2 Assembly 9200). System is installed on Windows 2012 Std RUS and MS SQL Server 2012 RUS (Windows 2008R2 RUS). Collation of DB SQL_Latin1_general_CP1_Cl_AS. When I changed the configuration in web menu or I configuring users settings in the system parametrs, I get an error sdp.settings.filepathexists.error. What is it? Where i see the logs. Help me please.
Import modified requester information
Hello, I'm looking to export my existing requester list, make modifications and excel and import the list in order to apply the modifications to the existing accounts. Is there a DBID or identifier I could use in order to avoid creating duplicate entries when I import the updated records? My company is currently using Version 9.0 Build 9049. Thanks.
it is possible rename category field by another name?
Hi, it is possible rename category field by another name? Thanks and regards, Gerardo Cortes
Time lapsed analysis tab
Hi, I've noticed that the time lapsed analysis tab sometimes displays "no data available", as below. Do you know why this is? We are using 9.1 Build 9120 Thanks Lynne
how i can add link to the login page
I want to add link under the login button , like this : i tried to modify the custom.html page , but i found that it will not add anything under the LOGIN button , and it will just effect the header or footer of the page . So can anyone help me in this ? Note : We are using ManageEngine ServiceDesk Plus | 9.1 Thanks
Export requests with attachments to different type of SDP instance (enterprise to standart)
One of our departments has to move to separate instance of ServiceDesk (because of audit requirements) and as they need only request processing we installed standart version of SDP, but stuck on a step of export: There is a difference in SDP version (enterprise and standart) and these 2 instances are installed on same server, so I am not sure if we can use backup/restore method for export from one instance to another. But we also can't use simple way with xls import because of attachments and conversation.
Renaming Change Stage
Hello Team, I would like to rename the change stage "Planning" to "Proposal". Is this possible ? Regards Solomon
Set checked tasks by default for a Request
When I add tasks in a Request Template (Service Catalog), is it possible to set some of them as checked and others - as unchecked? (See the attached image)
SLA automatic escalation
Hello, What is the difference between Escalate to and Actions Assign to Techinician? Will Escalate to also assign a message or just send an alert message? Does the ticket remain with the original technician?
Archive Data
How can I retrieve Archived ticket from ServiceDesk Plus?
Disable Generic Active Directory Users in SDP
We have a bunch of generic logins that do not belong to a particular individual/department. We'd like to disable these users in SDP, so as to prevent these accounts from being used to file request tickets. If we delete them from the user table, they get re-imported when AD is synced. And we can't turn of AD syncing because we are constantly creating new users and updating the tables. Any way around this?
Issue with formatting when copy & pasting
Hi, When copying and pasting blocks of text from MS Word or Outlook into Service Desk Plus, the formatting looks terrible. Mostly the spacing is affected, but when using bulleted lists or numbered lists, they are chopped off the left hand side of the text editor box. For example, from the source text (in MS Word): Pasting directly into an Announcement in Service Desk Plus, the formatting breaks: After stripping out some of the CSS on the Announcementes page, you can see the bullets and numbers actually
Can not associate a request to a problem which was created in the service catalog
(Post relevant to ServiceDesk Plus build 9120) Hello It is not possible to associate a Service Request to a Problem. It works for Incident Requests. It is possible to associate a Service Request to a Change or a Project. So this must be a bug? Regards, Markus
Manual Backup and Other Functions
Are there any advanced options for %ManageEngine%\Servicedesk\Bin\BackupData.bat ? We would like to just do a backup of just the configuration, and manually.... Can this be done by running the file with parameters like / or by editing the file to amend the backup type ? The bin folder has alot of files, some have been added since we upgraded so is there a guide or list of what each one does in the the Bin folder ? I'm sure this would be of use. The backup is a bit unclear what
Recent Items Disappeared
Hi All; I have manageengine service desk plus build 9010 and after tunning performace on https://www.manageengine.com/products/service-desk/help/adminguide/general-features/performance-guide.html#i Now Recent Items list is empty when i search on any machine or working on any tickets ; history should be appeared in the recent item .Could you please help me to cover that issue?!
Asset Request
Hi Dears Is there any way to auto delete some scanned asset that are not now in my domain? for some reason like change the windows that computer name is no t exist with that name. after some times maybe one pc with 4 different name in the scanned assets will be showed. is there any way to scheduled auto delete some like these assets? Thanx
Rest API CMDB problem
Hello Im trying to fetch information through the Rest API but im havving trouble the XML <API version="1.0"> <citype> <name>Database Server</name> <criterias> <criteria> <parameter> <name compOperator="IS">Asset State</name> <value>In Store</value> </parameter> </criteria> </criterias>
Send different notification for specific groups
Is there a way that a ticket assigned to a group can have a different notification from the template? For instance, if a ticket is opened by an external email address, they receive a notification that the ticket was opened, but it does not contain a URL to the help desk, while internal email addresses do. If this isn't possible, can we disable all notifications for tickets opened in a specific group? If neither of these are possible, can we set it up where a group receives a different URL when they
clear system log
Hello. How can I clear system log? Thanks.
what is the purpose of the emergency and retrospective check boxes for a new change
Hi While I understand the different types of changes and see where the template and workflow come in to the picture, I am not sure what the point of the 2 check boxes are. They don't seem to do anything ie you still have to pick the workflow and template so why are they there? Wayne
Support page annoyance
We are on 9120. using https connection and few annoyance on support page. 1. ServiceDesk Forum section dose not show in frame. I'm on Win10 + IE11. Open to new tab/windows0 will show forum feed. 2. Latest release indication is not show until allow this ( nut it's not a big issue) Both are not critical but I thought you want to know what I'm seeing. Thanks,
Custom attributes
Hey, I can import additional attributes (to users additional fields) from AD which are already there like ''carLicense'' or ''comment''. But does ServiceDesk support custom made attributes from AD? Thanks
Addicional Fields filled with email body data
Hi, We need to create a new Request Template for our HR departament. In this template, we will have some addicional fields that must be filled with informations that are inside the body of email. For instance: In the body of email, we will have a simple form: Name: John Smith Age: 23 Genre: Male With this information, the addicional fields below must be filled automatically when the ticket was raised: NAME AGE GENRE Is it possible? The idea is create a standard email form for our HR departament.
ServiceDesk Plus on Cluster Server
Hello All, For High availability, I think and I suppose service desk application can be installed on different servers like 3 servers and then using Load Balancer to access the server simultaneously on a single IP address. I think this can be achieved in as much as the Database is central... maybe on a cluster in the enterprise. My concern now is the attachment for the cases and assigning of case numbers. How can this be responded to? Is it done by the application or by the database? Can the path
Department Head and Approval of Service Request
Dear All We have setup a service request template for a new hire. This contains the field 'Department Head' as well. In the workflow, we've added the $DEPT_HEAD$ for approval. The problem is that when they fill in the form, on the departmen head available list, in only the requesters name. If we try to just type in the field, nothings coming up except a very few names. These names are not selected as department heads on any of the departments. Also, names which are selected as depertent heads are
change workflow
hi , How can I set the double check in the change workflow?
Custom home page for every client
Hello! Is is possible to set different home page for different client ? I have few clients/users and I want them to have different home page (different logo/description) after they logon to the portal. Is it possible in free version (on premise) ? Thanks for advice!
Suggestion for you ebook - 20 ServiceDesk Plus Hacks for Better IT Help Desk Management
In your guide, 20 ServiceDesk Plus Hacks for Better IT Help Desk Management, It would be good under each suggested 'hack' to denote which version of ServiceDesk it applies to. For example, in one you reference the use of the Service Catalog, which is in the Enterprise version but not in the others. Granted it's an option for Pro, it would be better if the e-book noted the differences. https://www.manageengine.com/products/service-desk/help-desk-tips-tricks.html
Survey and close emails
Is there a way to incorporate the close incident email notification and the survey email into one email?
Remote Control Missing in SDP
Hi, The remote control tab is missing in asset details in our SDP. Agent and RDP both ticked in remote control tools in admin tab. Running SDP and Desktop Central. Desktop Central is correctly syncing workstations to SDP. Tried to post this yesterday but it vanished? thanks Dan
Email Reply to Ticket
is there any way to get the cursor to be in the description box and not the recipients name
How to BACKUP Settings
Hi all, I cant figure out how to backup Settings, like selfprotal, business rules, incident templates and everything else, is it backed up with default backup? or should i copy them manually? i am going to change DB from postgresql to express, any suggestions? will my backups work?
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