Automated approval request through request life cycle
Hello everyone, i actually writing a python script which will be use in a RCL workflow. Here is what look like a request with this workflow I am able to retreive all the required information but i am stuck on how to create this approval. i tried a url post using the api for service request /api/requests/{requestid} to update the request but no luck as per now. So if someone has a tips to give me , it would be really appreciated. regards, Martin
[SOLVED] Compare Additional Date
I wrote this script on Rule incident template I want compare 2 additional date filed ========= var x=$CS.getValue("GUDF_DATE1"); var y=$CS.getValue("GUDF_DATE2"); if (x<y) { alert("start date should granter end date"); } ======== it's not works
How to populate template "Pick List" field type via script
I am working on a building access service template. The idea is to have the requester select the Location from a Pick List field and send the approval notification to the Location manager. Originally I was planning to use the Site(s) information because we already have these populated along with an attribute called "Managed By". However I have since found out that the Site filed is not available to the requester. There over 100 locations, so creating a field rule for each location is not realistic.
[SDF-55749] Auto assign request to technician on reply/edit of request
Hi there, I am trying to make servicedesk plus (On-prem free) auto assign a request to whichever technician edits/responds to it, in order to correctly track how many requests the technicians deal with per month. I've tried auto assign, but as this done is on round robin or load balancing it doesnt tick the box unfortunately. Is there a way I can set it so if the technician replies or edits the ticket properties, it will automatically assign it to that technician?
Version Update Problem
I am havingthe following problem during version update, can you help?
Uneditable a request assigned to a technician
Hi, A request assigned to a technician in a group can be edited by other technicians in the group. How can I prevent this from happening? I want when a request is assigned to a technician, that technician can make fields of that request uneditable for other technicians, and other technicians can only view the request or define a work log. Thanks.
[SDF-70628] Adding approvals after request beeing Closed
Hi, It seems to me that after going to a Completed status like "Resolved" or "Closed" status, it is possible to add new approvals (and stages) on that request. Shouldn't it be disabled by default? I can remove it from the Actions menu (Submit for Approval) or remove the Actions menu itself with a script on Page Scripts but, if the request has got an approval process, I can't disable the "Add Stage" or "Add" approval buttons. Is it possible? Thanks, Pedro
Custom Report
Please provide a report Requests SLA violated for this per technicians on an request Columns: Ticket ID Created Date Requester Defined SLA Assigned Date Assigned Time by : h:mm Assessment technician technician spend time by: h:mm
Status and history of request Table
Hi, What's SQL table name of Status and history of request ?
Wrong Asset attached to request
Anytime a request is submitted, the request will select and add the first asset that is assigned to that person alphabetically. Most of the time this doesn't help us because it will select a printer or monitor. It just goes off of the name of the asset. Most of our users are assigned only one IT Asset and a few NON IT Assets. Is there a way to have the Asset Field ONLY pull their IT Asset when a request is created? This means it will almost always be their computer that is added to the request.
Picklist or Check Field for Service Catalog
HI There I have the following Idea: Have a news Field to make a single check. Usage Cases: [X] I aknowledge the request will be forwarded to your Line Manager Or. To which Systems is Access Reuired: [X] File Server [X] Citrix [_] SAP It is similar to a check list. I could also imagine to have the possibility to have the "Pick List" multiple choice. Let me know if this can be achived? Thanks
How to fileAttachments folder change?
Hi, We are using version 11.1 Build 11124 How can we change the location of the fileAttachments folder?
[SD-81171] Asset Explorer Agent doesn't support TLS_ECDHE_* ciphers for TLS 1.2 connections
I have, through trial and error, determined that the ManageEngine Asset Explorer agent generated via Admin > Discovery > Windows Agent Configuration on ServiceDesk Plus version 11.1 11116 does not support any ciphers that use an elliptic curve diffie hellman ephemeral key agreement protocol for TLS 1.2 connections. As this will improve the security of the agent by giving access to better ciphers, is there any current or planned support for ECDHE by the agent? I was unable to test whether or not it
Scripting - Field and Form rules
I would like to create an auto-complete field that allows the requestor to choose from a list of users in the database. I have already got the look-up working for an autocompleter on the email field that uses the following: var emailCCAutoCompleter =new Ajax.Autocompleter(additionalFieldID, 'email_list', '/servlet/AJaxServlet?action=searchMailId', {paramName : 'ccAddress',tokens: [',',';','\n']}); What I think I am looking for is an equivalent action that allows a search of user names, and what
How to add/change icons to Service Categories?
I'm using standard edition and would like to add new or change icons in Service Categories. is it true I need to edit the PostgreSQL database? How do I do it easily? I have seen this, but I have no idea how I can edit the SQL DB...
[SOLVED] Restrict technician to edit Announcements
Now, all technicians can remove or edit administrator announcements Or each other. How we can Restrict the all technician to edit announcements?
Missing Scripts
Hi, Can you provide me with the scripts mentioned on: https://pitstop.manageengine.com/portal/kb/articles/how-to-populate-user-names-in-request-additional-field There aren't any scripts available in that post. Thanks, Pedro
How to Deploy a Wildcard Certificate to AssetExplorer
The online knowledgebase instructions were incomplete and overly complicated. The best existing instructions I could find are here: https://pitstop.manageengine.com/portal/en/community/topic/install-ssl-certificate-generated-from-local-ca-server The better process which I followed based on a support call are as follows: Procedure: 1) Copy the wildcard certificate PKCS12 (.pfx) file to: C:\Program Files\ManageEngine\AssetExplorer\conf\ folder 2) In the same folder, open the server.xml file
Deluge: Share Request
Playing around with this new feature and ran into an issue. I'm using the out of the box script and modify the email id field we're using to 'EMAILCC', updated url and key and was able to successfully save and test. But the message I get is that no valid email addresses we're found, even though I've adding one in the field:
How to unlock the default administrator account?
Hello I am trying to log in as Administrator to update some configurations. I forgot the password, so reset it using the documentation and PSQL on this site. I am now getting the message "Your Account has been locked. Please contact your administrator or try later" when I try to login. How do I force unlock the Administrator account from the console? Thanks.
Technician Deleted - What happened to the tickets?
We have had two technicians leave the company and their user accounts removed from service desk. Now we can't see the tickets to which had been assigned to them. Where do we find these tickets?
Set a user as Purchase Approver
Hello We have to make Purchase Offer and I would like to let our Mnagaers decide if they want to purchase the order or not. For this reason I would like to set a User as a Purchase Approver. So far I was able to set a technician as Purchase Approver but not a User with its specific Department Roles. Is it possible to let any User be the Purchase approver?
Cannot scroll search results in Chrome
We cannot scroll through search results (i.e. keyword search in Change, Requests, etc). No scroll bar present. 11.1.Build 11121
How to disable new ticket notification, when ticket is only updated
Hello, When a new request comes in, and we find that we need to make an edit to the request - are there certain forms or fields that would trigger the request to resend the new ticket notification out with updated ticket content? For example, if we change the requester of a ticket. We would prefer to disable this feature or better understand what fields will trigger this, so that when we update a ticket the system does not send out a notification stating that a new ticket has been entered, when
How do you add more than one image to a reply?
Hi I have to be missing something. How do you add multiple attachments to a reply?
Add additional Roles to Change Report options
We'd like the ability to create custom Change reports with the Change Deployer role. Right now the roles available include Change Owner, Change Requester, and Change Manager. Use Case: We send an automated report to our identified Change Deployers with their approved change requests for a given maintenance window.
Department Head Mapping from AD
Good day, Is there any way to map the department head from AD to ServiceDesk Plus..?
Can I set a variable and append it to the subject line via a form-based rule?
I have a new-user creation Service Request template. The subject is: New User Account for user: I have two fields in the form of resources that are: First Name Last Name I would like to initiate on the change of either of those fields something to the effect of {in pseudocode}: fullName = Firstname + " " + Lastname subject=Concatenate(subject$, fullName) Can I do that? I've resently loaded python onto my server and while I have experience with python scripting I haven't yet played with how SDP and
Service Pack Notifications
Is it possible to get email updates when a new service pack is released for SDP? I know AD Manager has an inbuilt notification feature, is there the same in SDP? Thanks
PowerShell Rest API V3
I figured it would be worthwhile to share the PowerShell script I have that uses API v3 for working with requests. Hopefully this will help some people that are trying to use this. $ApiKey = "API Key here" # Technician API Key $SdpUri = "http://sdpurl.com" # SDP URL # Gets information on an existing request function Get-Request { [CmdletBinding()] param ( [Parameter(Mandatory=$true, ValueFromPipelineByPropertyName=$true, Position=0)] [alias ("id")] [Int32] $RequestID, [Parameter(Mandatory=$true,
Approve in SDP
Hello everyone, I have 1 task related question in 1 request. My case is as follows: When I received 1 computer troubleshooting request. I have created a number of tasks according to the troubleshooting process. In it I have created a job that requires the approval of some people. (Only approve the task I'm handling). If I decline, I need to plan a new task to take action and continue to submit an approval request until approved. If the task is approved, I can complete the task and close the request.
API questions
Hello All, I am developing a user interface using API V3 for our office, forcing important details into the ticket that our staff usually neglects. That said, I would like to add an interface to list the user's open tickets, then allowing them to add notes and close a ticket without sending them to the web interface. It's not a replacement, but a method of collecting information they always leave out, like "What server are you on?" So again, I need a View All Requests JSON for all requests of
Populate additional field with list of requesters in SDP
For access change and terminating employee templates, we would like to have an additional field like "Employee Name" that would let the requester select from the list of requesters setup in SPD. Is this possible?
System requirements of Asset Explorer
Hi, To install Asset Explorer, the latest version of operating system and database, windows server 2016 and sql server 2017 are mentioned. Does not support windows server 2019 and sql server 2019? Is there a problem with the installation? reference: https://www.manageengine.com/products/asset-explorer/system_requirements.html Thanks.
Organization Roles doesn't work
Hi in Service Catalog / workflow, when I set Approver to Specific Users everything is fine. But When I Selected Site Roles or Department Roles Approver, it doesn't work!! 1. I set user as technician and tick Approver check box 2. I add user to Site Manager as a Approver 3. I set Stage One to Site Manager 4. In Request form the Site field is correctly chooised. my SDP number : 11.0 Build 11010
Reply Templates - content variables from requester additional fields
For a reply template: Is it possible to get the Content Variables from the Requester Additional Fileds?
IP Address Doesn't appear in asset table
Hi in Assets > Virtual Hosts ; IP Address column is empty. While in Asset page IP Address field is full and Ok.
How do approvals work in Request Lifecyle?
Hi, I'm confused as to how the "Initiate Approval" works in the lifecycle module? I cant see any action to request approval anywhere? All documentation and two YouTube clips completely skirt over the topic! Does anyone know how to configure this? Thanks
Roles
When I uncheck Edit in permission roles, the "Assigning technician" unchecked automatically, why? We want all technicians not to be able to edit the request but to be able to assign the request to each other, it it possible?
E-mail Id(s) To Notify and Email command
Hi, SDP: 8122 is it possible fo fill in "E-mail Id(s) To Notify" field using Email Command parsing ? I don't see any e-mail content relative to this field. JFR
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