Field and form rules: resource sections and mandatory resource fields
Please consider the following scenario. Resource section 1 > Resource field: Select A or B - mandatory Resource section 2 > Resource field A1 - mandatory > Resource field A2 - not mandatory Resource section 3 > Resource field B1 - mandatory > Resource field B2 - not mandatory Initially, only resource section 1 is shown. This is also the case if the user has not selected A or B. When the requester selects A, resource section 2 is shown, resource field A1 is mandated and resource section 3 is hidden.
RestAPI Change Asset issues
Hey, So I'm playing around with a Powershell script to use the RestAPI to put in Change Tickets...I've got it all working, except for some reason I can't get the Asset to come in, it's just blank for some reason, even though the asset I've used in the InputData below is the exact name of the asset already in the CMDB. I've obviously changed the name of the entry to contoso.microsoft.com, but the asset I'm using matches exactly to the asset in CMDB. All the other information is passing across, but
"Incident additional field" issues
Dear Manageengine team, I am facing 2 issues in our Service desk plus related to the "incident additional field" When I edit an existing field, that field is removed from the existing templates automatically. I am not able to use the date field without the time along with. It will be great if you could guide me on these. @Name = Muralee D.@ @Mobile Number = 0506424099@ @Database Name = Microsoft SQL Server@ @Database Version = 12.00.5000@ @Current Build = 9308@ @32 / 64 bit installation = 64@ @Logged
Multiple Custom triggers causing both triggers to not execute
Howdy, We are dipping our toes into custom triggers with SDP. We have one custom trigger that runs a script to populate tasks for "every" request. We set this up by keying off the priority of a request and checking for all possible settings (i.e. Priority = "normal" or Priority = "Medium" or ...) This works great. We recently started developing a custom trigger to execute when a certain request is submitted (i.e. catetory is "User Admin" and subcategory is "Employee Leaving"). We seem to have
Quick Create - New Incident button
Is there a reason why when using this button, selecting a user does not autofill the Site they belong to? It works for the full ticket creation screen, as well as users that send in emails, but just not for the quick create. Is that something I can tweak? Brendan
Service Catalog - How to trigger approval after completing a task
We have a process that goes this way --- START Stage 1 Approval -> Task -> Stage 2 Approval -> Task 2 -> Task 3 -> END How do I trigger this in SDP Service Catalog?
Changed
Hi all, the following query lists all individual Requests by the Requesters name: SELECT aau.FIRST_NAME AS "Requester" FROM WorkOrder wo LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN StatusDefinition std ON wos.STATUSID=std.STATUSID WHERE ((std.STATUSNAME = 'Onhold') OR (std.STATUSNAME = 'Open')) AND wo.ISPARENT='1' How would I amend the above to include the the Email of
Unable to add techs..
On the technicians tab I show to have 4 techs left, under license it shows 2. Also I have imported the users that I need to add as technicians as requesters but they are not showing on the requesters list.. I need some help does how to resolve this issue?
Upgrade Error - 9331
ServiceDesk 9331 patch failed with: duplicate key was found for the object name 'dbo.URLEncryptionDetails' Is this a bug in this installer as never had this issue before?
Updating task dependencies via REST API
Hello, I have successfully created tasks using the sdpapiv2 API. Is there a way to update task dependencies via the REST API? Thanks in advance, Eric
Out of memory error while upgrading patches
I am getting error while updating a patch on windows platform: Java Lang:Out of memory error: Java Heap Space
Overtime Report
Hi All. Is there a way to report time spent overtime like below, (outisde 08:00 - 17:00 weekdays)
Error to upgrade SD+ from 9325
Hi, I try to many time to upgrade my SD+ installation to a new version, but when the process is at 98% it stops and gives the attached error. FreeVersion my version is: 9325 SQLServer 2014 Jose Almeida
Creating multiple tickets from service catalog
Is it possible to generate multiple tickets from a service catalog? Example: I need to onboard 5 employees: Employee 1 Employee 2 Employee 3 Employee 4 Employee 5 All employees are identical but it seems there is no way to generate 5 tickets from a single service catalog.
Help - Problem after activate the license
Some window has disappeared after activate the new license · The screen shot before activate the license that shows the windows (1.png) · And this is a screenshot after the upgrade shows the windows have disappeared (2.png)
Hide asset field and other field from Requester Details
Can anyone point me to the direction where I could hide the Asset field and all other unnecessary fields from the Service Catalogue form?
Request has been already approved. Please refer request for more details.
Hi, with the latest release (9.3 Build 9330) we are seeing the Approvals are not working as expected. Service Request is created and sent to Approval 1. It is getting approved and the process we have in place requires Approval 2 to be sent out (to diff person). Now Approval 2 cannot be completed, as when the approver clicks on the link received, he/she gets the following info: Request has been already approved. Please refer request for more details. Tested with additional Approval 3, 4. Same results.
API and Response DueBy Time on Service Request
I have a business case where the customer does not want to enforce a Resolution time but does want to enforce Response time on a Request/Service Catalog template. The SLAs do not seem to allow you to only set a response violation without also having a resolution violation. In order to work around this I am attempting to set the "Response Dueby Time" from the API with a custom trigger on creation & edit but I am having some challenges. I have a powershell script that calculates the dueby date to set.
Fetch from two Mailboxes
We have two mailbox which we receive requests from our customers. Servicedesk@mhemail.org and is-helpdesk@mhemail.org. The second one is monitored manually and used by another region. We'd like to have it fetch from both mailboxes and create business rule "is-helpdesk@mhemail.org Criteria:To is "is-helpdesk@mhemail.org" Action:Change Request Template to "Mercy Janesville" Can we configure Servicedesk to fetch from both mailboxes? if this is possible can you send us the how to? My assumption is both
Constantly getting signed out
We're using SDP 9330. We have enabled Active Directory authentication, but not have not enabled Pass-through authentication. Our issue is all of our techs are always having to log in again after a period of inactivity or after restarting their computer even though they are checking "Keep me signed in" when signing in. This is something that has been happening for several months now. We are using a mixture of Google Chrome and Internet Explorer on Windows 7/10. Do you have any ideas of why this is
Backup Technician Not Being Assigned
I have Auto-Assign Technician turned on. I have a Business Rule that assigns the relevant group to the ticket. I added leave for a technician 1 week either side of today and assigned a backup technician. When I create a ticket with a due date in 3 days, the Backup Technician is not getting assigned. The concept seems straightforward so I'm curious whether it's a bug or I'm missing something in the setup... Any ideas? Thanks
Request Views
Is there a way to delete all the views that arent used by any of the technicians to minimize all the clutter... I know you can delete the ones I have created, But id like to delete the default ones as well.
CustomTrigger - Passing Requester Email Variable
Hi guys, Not too sure if this has been addressed yet. I have created a Powershell script that gets triggered when selecting a specific field on a form. The script creates a user account and password and then emails it back to the ticket. I have successfully done this so far. However, I would like to pass on the requester email variable to the script so that the requester is notified of the username and password. I did some research on this and found out the same question was raised 2 years ago.
Login screen SDP + Domain
Hello, why the login screen of ServiceDesk Plus is today in the upper left corner of the browser and not in the middle? and why it does not show our domain by default like always??
REST API not working?
Since the last windowsupdate batch we are having problems with the RESTAPI. When I enter the following URL: https://sdplus.local/sdpapi/request/286618/ I get an error like this: This XML file does not appear to have any style information associated with it. The document tree is shown below. <API version="1.0"> <response> <operation name=""> <result> <status>Failed</status> <message>Error when performing - null - null</message> </result> </operation> </response> </API> In server out-logfile I can
Self Service Portal - what is it and where is it?
A few questions about the self service portal: Is this portal available to people who aren't logged in? I.e available to the public to browse? If it's public access, whats the URL to access it? And where can I configure it per instance, I've been reading about widgets, but I cant find any of this.
Foward request and forward buttons
Hi, How is the foward request and foward functions intented to work in the mail conversations? If I respond to a requester and then chose "forward request" i get the previous content in the mail that i sent automatically inserted in the new mail. But if I try to forward a requesters response I don't automatically get the content from the requesters mail inserted. I have to manually copy and paste it to the mail that I'm trying to forward. Regards, Alexander Nordin Region Halland
Reply from user no longer included in Notification to Technician
When we applied builds 9306 through 9309 at the end of September, we lost a feature in our Notifications to Technicians when a Reply is received to a Request. Prior to the build updates (applied at the same time) we were able to see the text of the recent reply within the email notification. This was extremely helpful when viewing on a mobile phone. Since the updates, our notifications are very generic stating that a reply was received but offering no details. We would like this feature back. Is
Renewing ServiceDesk plus license
Getting the message below when I try to renew the license: You have logged in as xxxxx.com. You are not allowed to access this application. Please click here to login as a different user. Click here to go to your Home Page. Any guidance on how to resolve this will be appreciated.
Unclean shutdown of previous run.
Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details
Change type of custom field
Hi. We have a template with several custome fields. One of this custom field (Name of the field is "Horas") was generated as "Single Line" but we currently need that the field shall be a "Numeric" field. We want to change the type from Single Line to Numeric Field and need that all the tickets with this field can be updated to "numeric" value in order to make some aritmetic functions with it. However when we try to change the field attribute of "Horas" field all the options are grayed and no change
Custom Attributes in CI placed randomly
Hi Everyone, when i'm adding custom attributes, in the Form Editor it appears like this : but after we save it and try to input, the formation of custom attribute is scattered everywhere, like picture below, is there any pattern to it or any explanation to this? thank you before and after
Mobile Client SD Plus
Hi I hope someone has run into this. Scenario. Using iPhone mobile client in SD Plus build 9314. Server configuration is for HTTPS and SSL. When loggin in through the mobile client and look at a request the following functions dont work. Knowledgebase Worklog We dont seem to be able to access this functions. Has any one has any experiance regarding this?
Report for tickets pending approval
Hi, Will it be possible to generate a report for all tickets pending approval with the following details: 1. Request ID 2. Subject 3. Category 4. Group 5. Email of Approver Our status is "Pending - Request Approval" and running v9309 on MS SQL. I need this report as there are a couple of approvers that are receiving reminder notifications even though they are claiming there are no tickets showing up on their dashboard.
SSO Not Working in 9326
Logs shows users is successfully authenticated but is still redirected to login page. Logs attached. 2017-11-08 08:22:23: HttpSecurityService: calling chain.doFilter 2017-11-08 08:22:23: NETLOGON: domain trusts cache info refresh in 297907ms 2017-11-08 08:22:23: NETLOGON: NetrSamInfo2 groups count: 104 2017-11-08 08:22:23: NtlmSecurityProvider: NTLM2 Session Security was not negotiated 2017-11-08 08:22:23: NtlmSecurityProvider: Acceptor negotiated NTLMv2 2017-11-08 08:22:23: NETLOGON: domain trusts
Technician unable to login in
Hello, After upgrading to build 9326, we have a technician who cannot login to ServiceDesk. We have refreshed his internet setting in Internet Explorer and he still gets the error. NTLM Failing: Redirecting To Login Page. He enters his username and password and it fails. We have the SSO setup. Other techs are having no issues connecting. We have tried opening ServiceDesk in Firefox and Google Chrome and same issue. Thank you.
Sending mail stopped working - Office 365
In trying to research another issue (why is email from helpdesk not being set outside our O365 domain) I accidentally broke our outgoing mail settings, and I cannot put them back. I took a screenshot of the initial settings, which have been working for months. I tried changing various parameters and nothing worked to get mail delivered to an outside address, so I gave up. Now that I've reset everything back as it was, it's not working. When I try to reply to a ticket it waits about 15 seconds
Apply patch over upgrade failed setup
Hi, We recently applied a patch to our ManageEngine SDP trial. During the upgrade, an error occurred. Our setup is on a SmartOS Linux zone. Potentially 2 problems occurred. 1 - The upgrade failed to install correctly. 2 - The trial ran out as the upgrade was being installed. Either one of these, or both appears to have corrupted the patch and I can no longer run the run.sh or reapply the patch. When trying to reapply the patch I get the following error; "You are trying to apply the patch over upgrade
Critical problem to generate approval by python
Hi I'm Sergi. We have updated to the last version of ServiceDesk Plus. We have some serious problems to generate approvals by python's script. In previous versions all our python scripts works correctly. But now don't work, in previous version we could see in the historials tag if there was an error in script, now not Attach our python script if your wants to try #!/usr/bin/python import sys import json import urllib import pyodbc; file = open(sys.argv[1], encoding="utf-8-sig") data=json.load(file)
User Groups Not Associating to Service Templates
Hi, After updating to version 9323, I found that requesters assigned to user groups can't see the service templates associated with that user group. I also updated to the latest version and it didn't resolve the issue. I'm just curious if anyone else is having this issue or if it seems to be only me.
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