add attachment to a request with api while creating it on powershell
Hi all, I am able to create a request but I can't add attachments. Is there any way to add attachment without editting the already created requests. ? Best regards.
Automatically Apply Template to new Requests?
Is there a way through Business Rules, etc, to apply a template to a new request if it meets certain criteria? For instance, we receive emails from different applications with alerts and notifications. They always come from the same email address, contain the same Subject information, etc. I have Service Templates created for these notification emails, but I cannot find a way to automate the process.
How to change display order of Report Folders list?
We have created several folders and the system appears to sort the folders (as viewed under Reports) via folder creation date. This puts the newest folders on top, which is often not ideal. We would either want the most important folders on top, or at least an alphabetical list so we can easily find the folder/report we are looking for. Is there a way to do this in the UI that we are missing? If not, is there a database change/edit we can make to give us this ability/hack an order into place? (MSSQL
[SDF-50425] Email Department When New Ticket Is Created and/or Closed
We are using ServiceDesk plus in a smaller environment that is used to having lots of email visibility into the issues being experienced. We are hoping that we can configure ServiceDesk to email all members of a department when a member of that department is a requester of a new or closing ticket. Anyone have any ideas on how to make this happen? Thanks! Joe
Hide Status types on Reply
We are using FFR's to hide some ticket status names which works fine. However these same status names are visible when a technician replies to a ticket and then selects a new status. Is it possible to continue to hide these status names using FFR's when replying within a ticket?
requester can see the requests of one group?
I noticed that on the requester option you can set that he can view all requests of his department. It is possible to able a requester to view a requests of one group?
User Survey Email Configuration.
Service Desk Plus 10.5 Build 10514 This is the email the requester receives when requesting feedback. The link is generated by using $SurveyLink Can the link be masked by text? Can the "Provide Feedback" button be a link to the survey?
Query to undelete a requester
Can you provide a query to undelete a requester I accidentally deleted? In the tables: aaauser, the user_id is 941 CI, the CIID is 982 Build Information Your Version : 10.0 Build 10013
Service Desk + Telegram
Hi guys, I am kinda new with this service desk thingy especially to manage engine. Can somebody confirm if I can link it to Telegram to create incident tickets? If so can it be possible to standard license only? :) Thank you so much!
Custom Script Help
Is it possible to create a custom script where on form submission it fires off a task template we have saved? Additionally, is it possible to grab information from fields on the form to enter data into certain fields on the task? For example, we have a task template called "Locator Needed" and we have a field on the form for new user creation called "Locator Needed?", which is a yes/no drop-down. We would like to see if it can add the task if "Yes" is selected for this field on the form. Field
Adding an approval automatically with a custom trigger
Hi, I've tried following this guide: https://www.manageengine.com/products/service-desk/help/adminguide/configurations/helpdesk/sample-approval-scenario.html ...to create a script that automatically Assings an approver, when we use a specific incident template. The custom trigger runs when edited/created and subject starts with "RFC". It executes the following script: python rfc.py $COMPLETE_JSON_FILE I then installed Python 3.6 in the latest version on the servicedesk-server. Didn't know if that
***technician username automatically in the template field: technician***
hello, there is the possibility that the technician username who creates the ticket is automatically entered in the template field: Technician? many thanks
Use Date Field without including Time and Timezone
I'm trying to set up a rule to change the subject of a request to include the First/Last Name fields and the date of the Effective Date field I've added. It works, the rule is fine. But I only want the date to show up as MM-DD, so 01-06 for January 6th. Right now it shows up as "Wed Jan 22 2020 00:00:00 GMT-0600 (Central Standard Time)" This is my script: // Adds Requester Name and Effective Date in the Subject Field if($CS.isFormSubmit()) var FirstName=$CS.getValue("WorkOrder_Fields_UDF_CHAR28");
Auto Print a Ticket when certain Category is selected
Good Morning Is there way that in a request when a certain category is selected that it will automatically print the ticket out on our printer? Thank You
Can a technician be a requester and see their own tickets even if they are in a different department?
Hi, I'm sorry if this is a repeated question... I've tried to search forums and good ol' google but with no real answer. Is it possible for a technician to be a requester and see the status of the ticket that they have created even if as a technician they wouldn't normally be able to see that area? For example we have a couple of separate IT departments in our organisation and they don't have visibility of each others tickets. However, if someone from the database team creates a ticket for the helpdesk
Service Desk PLUS Release Management
HI On your website it mentions that Service desk plus enterprise edition contains the release management module. Is this available on our current version of SD Plus as per the image below: It doesn't seem to be there.
Notification from a report
Hi guys, I have created a report to track hours spent. When this report reaches a certain number of hours I was wondering if I could receive and email/notification of any kind. Just wondering is anyone has an idea if this could be done?
Change Add Request Button
Is there any way to change the text on the Add Request button to Submit or Submit Request instead? Thanks in advance, Adrian
Assign User to a Site
Good Morning, so far we have differentiated the users by the ActiceDirectory field "department" and we worked with only one site for years. Now I started playing with sites and added some of our branches. But how can I associate users (requesters) to a site? A request from a user of a branch should be added to the site automatically. Thanks in advcance Christoph
solution for migrating the data from different ticketing tool
Hi Team, Do we have any suggestion when your trying to get the data from the different ticketing tool to managed engined without losing the tciket number , so that when user want to search for old tickets they should find in managed engine
[SDF-55479] Work Logs with negative other Charges
Good Day We have the problem, that we cannot add a Work Log with a negative Other Charge. We need this function because we sometimes give our Costumers refunds and stuff like this. Or if something is booked wrong. Let me describe a concrete use case. We buy a new computer for one of our customers and add a Work log with the cost of the new computer in the ticket. The quarter ends and we send a Bill (with the according Work Log Report) to our customer, which he pays. Later he realizes that he does
ERRORCODE:1008: Data inconsistency in Application tables
Hello, I'm trying to upgradeour servicedesk application from 10.0 Compilación 10015 to 10.0Compilaton 10500 and I'm getting the following error: 15-ago-2019 18:00:59 [com.adventnet.servicedesk.server.utils.SDDataManager] [Informaci.n] : rootDir :: .\\ 15-ago-2019 18:00:59 [com.adventnet.servicedesk.server.utils.SDDataManager] [Informaci.n] : Root Directory in readBuildData method of SDDataManagerClass :---> .\\ 15-ago-2019 18:00:59 [com.adventnet.servicedesk.server.utils.SDDataManager] [Informaci.n]
[SDF-62459] Is it possible to limit which groups and techs another support group can assign to?
Is it possible limit who a technician or group of technicians can assign a request to? Our tiered support (1-4) reside in different support groups. We're having issues with Tier-1 skipping and assigning to T-3. We would like the only option to be for them to assign to T2 or to reassign to other groups that are not in the tiered group. Additionally, we want to make sure that technicians are only assigning to groups and not individual technicians. Is that possible? Thanks, Adam
How to integrate several independent SDs
Hi, We have several SD that they are workin independently. Each Organization has own requests, incidents, support groups, ... In some cases, it is necessary to send a request or incident from one organization to another and be resolved by that organization's support team. The request status should be updated in two SDs. How should this integration be done? Regards Hamid
Change request ID start number
Hello, my version is: 10.5 Construir 10506. I'm trying to change the incidence number. I used to use: 1. For PGSQL database : connect to the database following the below steps and then execute the queries. 2. Open command prompt on the application server,connect to the folder ManageEngine\ServiceDesk\pgsql\bin and use the command psql.exe -U postgres -p 65432 -d servicedesk But I run it and ever if I restart the service ir doesn't tun ti as before. Could someone tell me why? Thank you very much
Invalid form of approval.
Greetings. When manually adding the stages of approval, an incomplete form is issued. When adding the first stage, the form is correct, there is a topic and description with a link to the approval page. When you add the second stage, a truncated form periodically opens, without a topic and description. I enclose a screenshot of the form. The problem does not always occur, what can it be connected with? How to fix it? thanks.
Automatic Filtering
Good day, It would appear as though at this time the only options that filter based on a previous input is 1. Category defines the available options in 2. Subcategory which defines the available options in 3. Item Does SDP posses the ability to link other fields and filter for example: If I create a new "Request Type" can I cause the request type to filter "Group" to only display relevant groups defined in a custom matrix. Likewise I would like to for example start with "Service Category" which
Support portal widgets
Hi, I'm reasonably new to the support desk thing and have provided the link to the Support Desk Portal to a number of clients. I noticed you can add widgets to this, does anybody have code for these widgets? or know somewhere I can find widgets to use for it? Thanks, Jareth
change istance name
Hi team We recently upgrade to the new version of servicedesk plus. And I'm looking for EMS features.. Is it possible to change the name of the default istance IT Helpdesk? thanks Stefano
Auto-Close Updates
HI, When Requester does not close the request: it should auto-close. When a Technician Update Request with Closing remark & the requester does not close the request. Such request Should be auto-close with time frame. Can this be achieve in current Build.
Convert Incident to Problem
I know it is possible to convert an Incident to a Service Request, but how would I convert an Incident to a Problem? The initial user report has been resolved with a workaround. The Incident ticket has information including the troubleshooting that was done that I would like to include in the Problem ticket where we dig down to actually fix the back end. Joanne Rogers
ServiceDesk (version 1107)- Software Licensing
Hello to All of you! We are working on another/better way of keeping track of our Software Licenses, so we thought we would try doing so in the Asset Module of Service Desk. The scanning portion, however, is being done through Desktop Central. Is anyone else doing it this way? When the versions of Desktop Central or Service Desk is updated, is it normal that it seems to rescans all of the devices again? I find that I have to reallocate my licenses again, possibly audit some as the rescan misses
Can not select cluster listener MS SQL 2017 AlwaysON
Hi there, We have two MS SQL 2017 Server and they working active/standby in AlwaysON Availability Group in our product enviroment. Fist server address 172.20.18.81 , name ara-1.egisbilisim.ofis Second server address 172.20.18.82 , name ara-2.egisbilisim.ofis Cluster address 172.20.18.83 , name ara.egisbilisim.ofis Running "ManageEngine\ServiceDesk\bin>changeDBServer.bat" and select server type "sql server" , write host name "ara.egisbilisim.ofis" and click the next tab. Host name automatically change
ESM - Why does it kinda suck right now? Spoiler - NOT DONE
HI, Pretty disappointed that with the new ESM you can't: 1) Migrate existing tickets to new site. I already have multiple support groups in my instance, Was hoping to segregate out my teams. But you can't migrate your existing tickets!!! what? Oops? so I need to tell my company we are going to have to start over with servicedesk in order to make new sites?? really?? I know there are scripts that supposedly migrate tickets but I am told they don't bring everything.What about our existing tickets?
API v3 Add Attachment To Ticket
This is the code that I have cobbled together based on various resources, such as the public beta documentation and the API documentation in my tenant. $ApiKey = "API-KEY-GOES-HERE" # Technician API Key $SdpUri = "https://servicedesk.contoso.com" $RequestID = "111111" $input = @" { "attachment": { "filename": "@C:\temp\test.txt", "addtoattachment": true, } } "@ $header = @{TECHNICIAN_KEY=$ApiKey} $params = @{input_data=$input;format='json'} $Uri = $SdpUri + "/api/v3/$RequestID/attachment"
Automatic replies - how to stop them
Hi, How do I stop automatic replies generating tickets in SD+. I created a new support group for reports, and it's now getting populated with lots of out of office auto replies. And ideas? thanks Martin
How to scan for SMBIOSAssetTag and populate in database
We have a fleet of HP thin clients into which we have manually added each machines asset tag. It has been added to the BIOS and can be queried using WMI and reading the SMBIOSAssetTag object. Is there a way we can query this when running a network scan through SDP and, if so, how can we write it to the Asset Tag field of each machines database entry? thanks
Outgoing mail address group
HI, I have a question on SDP plus mail outgoing address. scenario: original using group a01@xxx.com for outgoing mail and mail notification request to send the email notification from different group according to different criteria, example, b01@xxx.com send email notification when the request is related to b01 group a01@xxx.com send email notification when the request is related to a01 group how can i configure in SDP for this scenario?
License Renewal
Hi, Currently we are using ServiceDesk Plus Standard edition on premise with 167 technicians. License subscription will expire in 3 months time. I would like to know what will happen if we don't renew license subscription on time? Can technicians and users still login to SDP after expiry date? Thank you.
[SDF-56603, SDF-66861] Requesters to add cc when creating a request
how can a requester add cc when creating a new request, and when replying to tickets
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