Associate Asset in Business Rule
Hi, is there a way to use a Business Rule to associate an asset to a ticket? I would like to certain tickets received by email be automatically associated to an asset or CI, but can't find a way to do it in the "Business Rule" window. Thanks and best
Share Request using API
Hi, I can tell from a Python script that you guys posted recently, that Share Request is supported through the API. When I check your API documentation however, there's no info on the Share Request possibilities. Therefore I'm having difficulties implementing it as we use PowerShell for our scripts. Usually (in this case to add a note to a request) we do something like this: # Set system parameters $sdphost = "http://URLtoServiceDesk/" $techkey = "11111111-1111-1111-1111-111111111111" # Set API module
SDPLUS API V3 get information about field, system fields and UDF "Additional field"
Using API V3 I get json template structure. The structure contains field names, both system and UDF "Additional field". Questions: 1. udf - "Additional field" How to get information (field type(int, string, list, title, default value, list of values for
SLA - Due By Date not autofilling
Hi Team, Our org uses SLA's which appear to have been set up correctly however when a user submits an incident or service request using the templates we've provided, the due date does not get set automatically on the ticket. I've read through some old
SSL Certificate import Error
I am getting an error when trying to import a certificate into ServiceDesk Plus. I did send this in to the ServiceDesk Plus Help Desk and they wouldn't look at it because I am using the free version. I am using SD+ version V 13.0 Build 13000. On Premise
Resolution Email
Good Morning, If the ticket is resolved within this section, the user does not receive the email. I checked the settings, nothing refers to this section
Information on Spring4Shell RCE Vulnerability?
Is ManageEngine able to provide any information on whether ServiceDesk Plus is impacted by the "Spring4Shell" Spring Framework RCE vulnerability? Announcement from Spring : https://spring.io/blog/2022/03/31/spring-framework-rce-early-announcement
Create Change Request from ticket
Hi, Is there a way to automatically create a change request from a 'standard' request? Looks like years ago I could ave used this method: https://pitstop.manageengine.com/portal/en/community/topic/script-master-7-how-to-create-a-new-change-request-automatically-from-a-parent-request
Field value clears when chaning form
Hi if we creates a new release record from a change record. By default you are given three choosies: 1. Overwrite all existing field values (why not the "roles") 2. Overwrite only empty field values (why not the "roles") 3. Do not overwrite As an example
Backup password wasn't documented
Hello. My server crashed, and the server backup was corrupted. I'm starting over fresh, which is okay. The backups were saved to a different server, so I have that at least. The issue I'm running into, is the backup password was changed, but I didn't
Domain authorization does not work through the form
I had SSO configured for domain authorization. In this case, I could use the form for entering credentials to enter by another user (if necessary, configure something from the user's computer). But after updating (build 12001), it is not possible to login
Asset Scan
Within ServiceDesk Plus how do you enable and configure Asset Scan? I'm picking this will scan certain networks for devices, do these devices then populate the CMDB in some way? How does it handle devices that have been put into the CMDB manually?
SDCo-ordinator role, but no delete permission
We have created a "Default" role for our Technicians. With our Default role, all permissions are granted in all modules, except for the delete permission. When given just the this Default role, our Technicians are missing some of the features that the SDCo-ordinator role provides: Access to the Requests tab on the dashboard and the ability to see various technician charts on the Scheduler. However, the SDCo-ordinator provides the delete permission. Is there a way to give our technicians the
Not able to create " Incident - Additional Fiends - New Field"
Hi, We have not able to create the New Field in Incident-Additional Fields error "New Field Addition Failed". I attached screenshot and logfiles. Version: 12007 Db: MSSQL
Auto reply from support group
Hi, I have managed to set up support groups to work how i want using the below article (https://forums.manageengine.com/topic/exchange-and-contacts-for-different-support-groups) What i would like to do next is for each support group to reply to the requester automatically to say the ticket has been logged with a reference number. I want each reply to be different for each support group. For example i create a support users called France, set the mail group address up as in the above article, but
Can i separate the Incident Catalog between incidents and requests?
We are trying to implement the self service Portal into our Company. It looks great so far but when i click on "I am facing an Issue" And "I need a new Service" it shows the same things in the Incident Catalog. Is there some way to seperate them?
Pitstop Forums - Restrict posts in some sub-categories?
This is an idea associated with the Pitstop Community Forums, not ServiceDesk Plus itself, but as it's the only forum I participate in, I'm posting here. The 'General' area of the forums appear to be full of spam, but feel free to move elsewhere if appropriate.
Add a "Add Signature" button to the WYSIWYG editor
It would be great if there were just a button on the editor for creating tickets / writing replies / pretty much anything that is a written communication from one user to another which utilizes the WYSIWYG editor. I know that the signature can be added
Technician Filter out replies on requests
HI I have one technician who wants to stop receiving 'reply notifications' on requests assigned to him. What is the best way to accomplish this?
Pick List from External Data
Hello, could you give me a hand for this job? I should feed a MultiSelect List via a csv. I would like to use powershell and api v3. The list must be fed every day through a scheduling that will be carried out on the server Thank you
customize logo company in purchase and assets module
Dear all i am asking for the way to add company logo in PR Print preview and Assets Print Preview
Is it possible to run a report in Service Desk that shows an assets scanning status?
I would like to run a report on assets in Service Desk that shows the asset name, asset state, agent version, scan status, last scanned, and scan type fields. Can someone assist me with this?
Time Spent and Elapsed Time
Hi, I am extracting some data into Power Bi and I can convert the unix date for such fields as created time but I am not having any luck with fields such as Time Spent or Elapsed Time. What would be the SQL statement to convert this to regular time? Regards,
Unable to run custom scripts
Hi All, I am really stuck and i am trying to run same as in :- https://pitstop.manageengine.com/portal/kb/articles/how-to-update-a-request-based-on-certain-values However i get :- Traceback (most recent call last): File "update_request.py", line 4, in
Error when run RestoreData.bat version 11.204 error tables: wordmap, wordoccurences errorlog,softwarelist,softwaremanufacturer detail: key appl_id=9(1) already exists. call getnextexception dupplicat
Please Help me, I run run RestoreData.bat version 11.204 Run: .\RestoreData.bat ErrorPlease help me
Integration with Microsoft Teams
i am trying to integrate microsoft teams into manageengine servicedesk plus but it seems my chat bot is not working, i try to type /overview command but it does not respond at all, am i misconfigured
Sorting items in Scheduled Request view
When there are many Scheduled request I want to sort it by date or by Contact or by Account. Now, Scheduled requests are not sorted at all, even the new Scheduled Request has been usually inserted somewhere in the middle.
User Survey
User Survey - Define Survey Is this funcionality working?
Auto change requester based on CC from email
Hey there wondering the best approach or if anyone has already done this, possibly with a trigger. If someone emails me (a technician) i often if i am on the road, create a work order by forwarding that mail to our service desk email address. Unfortunately,
missing ; or incomplete statement
Hi team, I am writing a sample custom function to invoke a thirdparty url, but getting error such as missing ; or incomplete statement. Pls suggest. vResponse = invokeUrl [ url : https://smartops.aocc-staging-lon02-b3c-7dced0308bf9da27b6e714d1d05f7137-0000.eu-gb.containers.appdomain.cloud/api/ititl-events/ultratech
Automatic duplication of Request
Our current system allows us to have Request Templates that can spawn multiple Requests from a single entry, each with their own Category, SubCategory and Item, dependent on what was selected in the Template. Is there a way to build this into an SDP Template
[SOLVED] How to skip the forced backup - Windows - Error
https://www.manageengine.com/products/service-desk/on-premises/faq/upgrade-installation-backup.html#SkipForceBackup on the website is specified (but is incorrect): set JAVA_OPTS=-Ddb.home="%DB_HOME% -DSkipForcedBackUp=true" closing quotes must come first
CR needs to be logged before 1 PM on the previous day
Need help for generating script for a condition where CR will log before 1 PM on the previous day Condition will be like this, CR entry date by owner will be = Scheduled Start day (00:00:01) – 11:00:00 my SD plus build No - 12000 DB - MSSQL 2012 I have
Forgot password option for customers
Hello, I know that is an old request but I think this is a must. Thank you.
Approved Status incorrect after Approver is added.
Hello, Once a request is "Approved" and technician adds another Approver the status for the added Approver in "Approval Details" is "Pending Approval". However, the status for the request remains on "Approved" and therefore it is incorrect. We expect
help.servicedeskplus.com redirects to proprofskb.com
Why does https://help.servicedeskplus.com/agent-deployment redirect to https://www.proprofskb.com/login/ where I need to register with my email address and telephone number just to access support documents?
Allowing API key generation for technicians
How to allow technicians to generate their API keys, it seems the option only showing for admins the section is missing currently for technicians as showing below Version 12.0 Build 12000 Technician Adm
Script Idea: Parsing Request Description, paste Email Address in UDF Field
Hi ManageEngine, I would like to have a script (best in Deluge) which parses the description of a request and extracts all email address found. I would like to "paste" all these into a specific field (UDF) for further processing. I worked on a Powershell
ESM cannot include more than 100 users in an instance by name
I have created an instance other than the default instance and was trying to include specific users (which was not feasible by specifying department or site) for the newly created instance. But the system does not allow including more than 100 users.
Linux scan agentless
Good morning everyone! I know that scanning with agent is better but there is no longer a way to do a scan agentless? We have some linux servers under management in which, for contractual reasons, we can not install anything. For this reason, scanning
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