Edit permission in Change Roles
Does the edit permission functionality for the various stages of a change role actually work in the current version? Approval permission is working exactly as I would expect when I assign a role, however, edit does not seem to do have any effect. I have
Create a script to assign preventive maintenance tasks to technicians based on the day of the week
Hello, The scenario is as follows: A company have around 15 technicians. Every week, the supervisor sets a technician to carry out the preventive for each day of the week. For example; Technician A will carry out the preventive tasks on Monday, Technician
Add Tasks only after Change Approval
Add Tasks only after Change Approval
Template variable for the technician writing the reply (not the technician the ticket is assigned to).
When setting up the various templates available in Notification Rules, the $technician variable inserts the name of the technician who the ticket has been assigned to. We're a small team, so on fairly regular occasions we'll end up sending a reply to
[SOLVED] How do I open the ticket just created with API?
I'm a PowerShell scripter that has done a couple of things to automate opening/closing tickets for our agency. Currently, we have a script that lets our techs quickly create tickets (some open, some closed) for phone calls they receive. To give a quick look at what we're doing, we first initialize a bunch of variables that have already been determined, such as $Subject, $Details, $Tech, and $PhoneInUser. ##Host Information## $sdphost = "http://localhost:8080/" $url = $sdphost + "sdpapi/request"
Add request with template via API
I use a request template where the description field has default text value with customized text style. When creating request via API, I specify the request template, and I need to append more text into the description field. How can I achieve that without
Change Stage Approval
Is there is way I can configure a stage so that it auto-approves? For example, I don't see any value in Approving the Submission stage as it will likely be the same individual that goes on to immediately complete the Planning Stage.
Work Log Required
Hi everyone, is it possible to insert an automatism that allows the system to ask the technician to enter the worklog before the ticket is closed?
[SOLVED]DMZ
Hi, weird think. We want to enable teachers from our schools to submit requests to our Servicedesk. So we setup servicedesk as subdomain:8080 within our DMZ. The Frontend is accessible and login possible for teachers. They can submit request etc. Seems
Custom script resolve request
Hello, I'm need to resolve request via custom trigger script, how can I do it? The documentation become vague and confusing at the point of constructing result json: there are OPERATIONNAME, OPERATION_NAME, EDIT_REQUEST, UPDATE_REQUEST, some sample script
Setting Due Date automatically on Service Catalog.
We have set up new hire request Service Catalog forms for our users. Part of the form requires the user to enter the start date of the user. We do this through a custom date field in the Service Catalog form. Is there a way to either present the requester with the Due Date field, or set ServiceDesk to copy the value from the custom field into the Due Date field? I saw a similar article with someone trying to do this, but it looks like he was setting the site value instead. Thank you. Dave
Trigger flow or new service request based on custom field value [Employment End date]
Hi Team, We are creating a user onboarding form on SE+ where we have a field for an employment end date for contractors. [Background: as per a new policy, any contractor / 3rd party access needs to be time bound, meaning with a start and end date] I would
How I can work with Additional Fields, type pick list in scenario in template rules
Hi! In Incident Templates on the tab rules fields and forms I can use scenario. I have Additional Fields in incident, type pick list. How I can work with it? Example: Additional Field: listOfMyThing=["one","two","tree"] API name udf_pick_35 Column
Role to asset acess
Hi, We have several technicians, each with a small warehouse of equipment - we want them to have access only to their own assets in Amin-->Roles I Create a role, but isn't "Assets" on this option "All in group & Assigned to Technician [Requests, Problems
Send e-mail notification to technicians when "Unknown Request" created
Hi, I would like to get email notification when "Unknown Request" created. When an unknown user send a message to the service desk email address the system create a request but im not notified about and the request shown in the "Unknown Request" only.
UnicodeEncodeError can't encode u2019
I'm using a custom trigger to send an email notification when a request is assigned to a specific group. The trigger works some of the time, but if the request description contains an apostrophe, then I encounter this error: Traceback (most recent call last): File "sendemail.py", line 93, in <module> q=sendMailAndGetResponse(configuration,message) File "sendemail.py", line 50, in sendMailAndGetResponse smtpObj.sendmail(fromAdd, toAddList, message) File "D:\python\lib\smtplib.py", line 855, in sendmail
Set up business rules criteria
Hello Can someone please assist me or help me on how to set up business rules Scenario ( Upon creation ) Requester will create a request under category "Computer" Actions: This will be assign to group 1 ( Editing the request ) Assigned technician will
Restart Servicedesk via Deluge
Hi, Is pooisble Restart Servicedesk via Deluge?
Excluding IP from a netwrok scan
Is there anyway to exclude a specific IP address from a network scan for instance. if you where to scan 192.168.1.1 - 192.168.1.254 is there anyway to exclude say 192.168.1.22 without having to define two network scans and split them up at 22.
SDP Optimization
Good Morning, Is there anything you can do to optimize SQL or SDP? I see that it is not as responsive as it used to be. I've looked for some guides, but many are really many years old and I don't think they are still valid
Get Ticket details
Hi, How I can Get Ticket details via custom trigger. I need this details of ticket like: ID Technician Name Requester Name Requester Mobile Number Title Description
Service Desk On-Prem Implementation Guide (Requests, Incidents, Tasks)
Hi All, Newbie here... We have been using Service Desk for Asset Management for a few years now. We are now ready to start deploying the Help Desk module. I am struggling to find an A-Z guide for setting up all of the various components. I have the
Report Needed - Missing Worklogs
Hi, is there a way to get a list of tickets e.g. last month with has NO worklog? Basically someone worked on a ticket, close/resolved it but forgot to fill out a worklog? Cheers, Per
Can i set two SLA for incident template ?
Hello, Is it possible to set two SLA in one incident template ? Scenario I will create a request with 2 hrs SLA base on category next it will be assign to the support group who will analyze the incident and will set the sub category where is 1 day SLA
Append Email Conversations to Multiple Tickets
Hi, we do know that in order to append email conversation to a ticket, we will have to input ##RequestID## in the email subject. What if we would like to append the conversation to multiple tickets using a single email? We tried to input in this way:
Create a "Hidden" field in the template. and manage it through "fields and rules"
how can I Create a "Hidden" field in the template. and manage it through "fields and rules" ? rULES: When we create a ticket and select this template, our rule works as expected. BUT: However, when viewing the application, this field is displayed: (((
What is the FTP site releases address?
HI I need to update from version 11141 to version 11142. I used to have the manage engine web site address to download (FTP) just that specific update. Is that site still available?
Remove "Configure your MS SQL settings..." banner
Is it possible to remove the blue top banner in servicedesk that says " Configure your MS SQL settings for optimum performance. Know more Due to limitations in our environment we can not enable RCSI so this banner is just disturbing our users. Noted
Start Mail Fetch via SQL or Command LIne
Is it possible to start mail fetching via SQL or Command line? Since its not possible to limit the level of access one has as an admin, i'd like to be able to write a script that i could have some power users execute if mail collection stops.
Exception while trying to send notification for Request ID : 3 Mail sending failed.
Hi Friends, I need your help I am getting below error when i try to close the ticket. Kindly help me to solve the issue. Thanks.
Different reply templates for different support groups?
My org is running SDP 11.0 and we have different support groups for different internal teams. Currently we have a global reply template, but we have a need to use different templates for each support group. Is it possible to customize this such that
Home customization
Where can I download additional widgets to customize the Home section?
Is there a plan for Workday and ServiceDesk Plus integration?
As you all know, Workday is one of the most popular ERP system for HR and Finance. Is there a plan for out of the box Workday and ServiceDesk Plus integration? Here are some of the use cases: Automated HR to IT case management Approvals based on Workday Org Charts Employee Onboarding Integration Employee Transfer / Movement Integration
Global Field and Form Rules
Hi Where I can to find Global Field and Form Rules It's not here (is'nt on the action menu)
System fields and addtional fields
When will ME stop locking done some fields to be used in FAFR, Business Rule, API, Custom triggers. I have been talking to ME many times over this. Why this restrictions? The latest problem is with custom trigger, you can only choose a limited set of
How to assign SLA
Good day! How to assign SLA per incident sub category ? SLA Should be assigned after editing the request and assigned subcategory.
Cannot change font in description while submitting ticket
Hi! I upgrade from 10514 to 11140 the upgrade went fine. I do have some issues regarding default request incident template, I cannot change font, font size, font color, etc in the description when submitting a ticket as technician. Nothing happens,
Hide the incident from other technicians
Is it possible to make it so that a specialist, a technician, does not see "incidents" or another specialist? technicians are in the same group of specialists
Secondary Domain Controller for Authentication
We are currently using v10.5 Build 10500 and I can't find any option to specify a secondary domain controller for authentication. Under Active Directory Authentication, there is a field named "Bind String" where we have specified the primary domain controller.
Configure User across multiple sites?
Hi - Is it possible to configure a single user across multiple sites?
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