Change all tickets assigned to another support group
Hi Guys, Is there a way to bulk assign all tickets assigned to one support group to another. I cant seem to do it via edit request> no available list on the drop down. It just have just --leave it as it is-- I have Version : 9.0 Build 9036 PGSQL Thanks Issa
SCCM/AD for Asset Management
Hey All Is there a way to chose what assets I'd like to import from SCCM or AD? I am only able to exclude single devices or IP ranges. Is there a way to pick and chose according to OU's? When I scanned SCCM/AD, it picked up a lot of items I did not need.
How Remove Approval, If Requester = Approver
Hi guys. I knew it's exist in the newest version. But I wondering to know how handle it by python script. I want to know how return role ($DEPARTMENT_APPROVER$) to username (John Smith) in python script. My need: user = requestObj['REQUESTER'] approver
Variable $FirstName in Survey Email Configuration
Hello We are currently implementing the user survey. Unfortunately, in the Survey Email Configuration it is not possible to use the $FirstName variable. Since it is possible to use it in other mail Templates, is there any chance to add this function with
Duplicate Requests
Is there a way to close duplicate requests without having to put in all the required rules we have set? For example, we require certain fields to be filled in (request closing rules) in order for a ticket to be closed. If there is a duplicate request, we don't want to have to take the time to fill in all those fields. Also, since we upgraded our software to the latest build, when you put in a resolution, it does not close the ticket anymore. How can this be fixed?
O365 + service desk plus without IMAP and POP access
Hi, maybe you already heard, POP(S) and IMAP(S) access to O365 account will be rejected from 2021 September from by Microsoft side. The ServiceDeskPlus only support POP IMAP and EWS connection to reach mailboxes. EWS is already outdated by Microsoft so
Anyone have a script to add request details to a task
I would like to add select request details to a task assigned to a tech that may not have permission to see the request template. Does anyone have a script to add details to the task? Thanks! Cheryl Ankrom Jennmar Corporation
How can I automatically delay the triggering of a task (or tasks) in an incident template?
I'm trying to find the best way to handle tasks that need to happen according to a particular schedule. For instance - in one of our (Incident) templates when the request is submitted there are a number of tasks that need to be done immediately. However there are a few tasks that cannot and should not be started until a certain number of days has passed. I've created a task that I'm using as a parent dependency for the delayed task, but it requires someone to manually close it after the waiting
How to get CI details using criteria?
When I use the API "Get CI Details using criteria", I just get 4 fields, but I have more than 4 fields in my page. Help me!
How to filter GET_REQUEST to tickets updated since last fetch
I want to list only tickets that have been updated since the last time I listed tickets. Also can I get the last updated timestamp in my list tickets response?
Custom Schedule Error in format of executor if query report has data
I am facing an error : Error in format of executor when a custom schedule I created executes on a query report that has data or return a list of records. But when the query report has no data the custom schedule executes successfully. Please help. I
Service request test condition of null value FAIL
Hello, i have a deluge script where i test if a value of a field is null. info requestObj.get('subcategory'); info (requestObj.get('subcategory') == null ); info (requestObj.get('subcategory') == 'null'); info (requestObj.get('subcategory') == "null");
Authentication with REST API V3 does not work
Hi, I'm already confused with the authentication as all ME documentation refer to the same thing as different names: technician key, API key, authtoken... Then you have the ServiceDesk Plus On Demand and On Premise too, I'm not sure if there is a difference in the API... Anyway, I can successfully create a Request in ME SDP On Premise using API V1: However, the same payload and same Technician key (API key? Authtoken?) does not work with API V3: Can somebody please let me know what I'm doing wrong?
How auto assign site for new requesters?
Hi! Sorry my english. How auto assign site for new requesters? Requesters auto-add from e-mail requests, e-mail domain is multiple.
Field/Forms - using a field multiple times
Is it possible to use an additional field more than once in a form? Once a field is used it can't be searched and selected again. This behaviour differs from how fields work within a Resource section. Often we have forms that either involve multiple departments/technicians where a similar field is required for different portions - example: - name - department - comments - dates Right now we have to create multiple additional fields to ask the same question more than once. In this example, we're
To notify two groups upon ticket status change
Hi Team, We are looking for a feasability to notify two different teams upon change in ticket's status Kindly guide us ASAP. Regards, Ezhil
Category per service template
Hello, can i restric tp show category and subcategory for specific service template?
ServiceDesk (On-premises) Plus add-in for Microsoft Outlook.
Hi Manage Engine ;)I would like to know when will be released the version of the Microsoft Outlook add-in for Service Desk On-premises?
SLA Unassigned Configuration
I have been tasked with creating an SLA that if a ticket that comes in during normal business hours and isn't assigned to a user within 20 minutes that it gets escalated to a larger group of people. Seems pretty straightforward but I don't see anything in the SLA rules that allows me to pick "Assigned To" and "unassigned" as being able to be monitored. I have looked around online with little success. Any help here would be appreciated. Thanks in advance.
Ticket Conversion has been Removed - Incident to Request and vice versa
This is critical. It disappeared with the last upgrade (we just completed to fix another problem). We get many incidents generated that are in fact service requests. How do we now convert these tickets to the correct "group" after they have been c
[SOLVED] SSL Certificate with subject alternative Name (missing_subjectAltName error)
Hi @all, the newest version of Google Chrome 58 requires that certificates specify the hostname(s) to which they apply in the SubjectAltName field; values in the Subject field will be ignored. The documentation from ME to create selfsigned certs does not take account of that yet. I tried to renew the cert by using the keytool with -ext san=dns:<fqdn> but it does not take effect it seems. Is the build in Java Version supporting that option? Can anybody explain how to fix it? Thanks in advance Christoph
Asset Income
Good morning community, I would like to know how to perform a massive update in the ASSETS tab and when entering. Acquisition date : Date of Expiry : Warranty expiration date: So that when entering these fields, it can be updated on all computers with
[SDF-23238] On Hold status change notification
Hello, when i set a request to "On Hold" i can add a date/time when the status should change. Is there a possibility to get a notification at that moment? I didn't find anything so far. Thanks.
Updated query to list technicians in 11129
SELECT AaaUser.USER_ID, AaaUser.FIRST_NAME "FullName", AaaLogin.NAME "LoginName", AaaContactInfo.EMAILID "Email", AaaContactInfo.LANDLINE "Phone", AaaContactInfo.MOBILE "Mobile", (qd.queuename) "Group" FROM AaaUser
Autofill Requester field
We've used this script jQuery('[data-field=REQUESTER]').val(sdp_user.USERNAME); before we updated, but now it does not autofill the Requester field. Is there any other script we can use? Version : 11.1 Build 11122
Generate automated follow up e-mail to requester if no recent activity?
Our team faces an issue of requesters raising issues and then abandoning them (i.e. they send a request in, but they never respond to our messages). At present we have a policy that goes like this: Request created Technician acknowledges request If technician
Python to query all approvers from a service request
Is it possible to query all approvers in a service request from a python script? I'm trying to monitor the approval process to see where it stops. Such as, waiting time since approval email has been sent. However, the json data from apiv3 didn’t include
[SDF-83346] Script to Search for Duplicate Value
We have a free text field in a request template called "Customer PO". When this field is updated, i'd like to run a script that searches existing requests against this field to display any duplicates. Is it possible to run a search like this via s
report on-demand \ logon time of specialists
Hey! Can you help me? 1. How to make a report on-demand to find out the logon time of specialists. 2. How to make them all log out in the evening if they did not do it themselves.
How to automatically close unanswered tickets
Hi, is there a way to auto-close or resolve those tickets which are in such a "Waiting for User" status with no response by users for some days? Thanks alessandro
Changing closure code via API
Hi, I've been attempting to edit the closure code via the API, specifically as part of the operation to close a request. What is the proper syntax here? The following does not work, nor does the code posted in a similar question here several years ago.
What is the purpose of Technician Groups in the Associate Groups to Template section of templates?
Does anyone know what it does when you put a Technician Group in the "Associate Groups to Template" section of a Request Template? I thought maybe it would limit which technicians would see the template when they are creating new incidents but that
Database schema
How do I get a current database schema of SDP? We are using MSSQL.
ServiceDesk iphone App , Login Failed. Technicain Key not generated for the user
What does this error mean ? How do we resolve?
Bulk Incident, Request Close with resolution updated in the resolution tab
Hi Team, One of my client want to close tickets using bulk close option but the resolution is not updated in the resolution tab after closing tickets. Also if i disable " No, don't prompt a message" option under admin>>Incident Management>> Request Closing
Task Reminder
One of the task notification rules is "E-mail the task owner a reminder". When is this reminder supposed to be sent out or is it tied to SLA rules?
Auto assign requests to one User that are assigned to specific group
Good afternoon! Is it possible via the business rules to have a request automatically be assigned to a User when that request is moved into their group? Or do business rules only apply for new tickets? IE, request comes into the Help Desk queue. This
Change color on the login page.
The login page seems to be ruled by <div class="loginform" id="loginFormDiv"> We need to change the color of the below. The blue color needs to be changed. Is there anyone that nows how? //Stefan
Deluge : Mandatory field
Hello Community, does anyone know how can i unset/set a mandatory field with deluge scripting ? reason: in our request life cycle we have a transition from open to assign ticket, in this transition technician field is made mandatory. the reverse is not
I need to modify the print preview view
I have the need to modify the print preview in Service desk plus, in the assets section to add some words and modify the structure a little Can anybody help me
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