Auto reply from support group
Hi, I have managed to set up support groups to work how i want using the below article (https://forums.manageengine.com/topic/exchange-and-contacts-for-different-support-groups) What i would like to do next is for each support group to reply to the requester automatically to say the ticket has been logged with a reference number. I want each reply to be different for each support group. For example i create a support users called France, set the mail group address up as in the above article, but
Can i separate the Incident Catalog between incidents and requests?
We are trying to implement the self service Portal into our Company. It looks great so far but when i click on "I am facing an Issue" And "I need a new Service" it shows the same things in the Incident Catalog. Is there some way to seperate them?
Problem when scanning users from a domain
After upgrading from 11308 to 12001: When importing users from AD, I get the error "Exception occurred while enumerating Organizational Units."
Pitstop Forums - Restrict posts in some sub-categories?
This is an idea associated with the Pitstop Community Forums, not ServiceDesk Plus itself, but as it's the only forum I participate in, I'm posting here. The 'General' area of the forums appear to be full of spam, but feel free to move elsewhere if appropriate.
Process Email Command Before Business Rule
Here's the setup: We have an Email Command that runs an EditRequest and 1) Adds Resolution notes and 2) updates a unique field with a "Closed" keyword. We also have a Business Rule that triggers when a ticket is edited and this unique field gets populated
Add a "Add Signature" button to the WYSIWYG editor
It would be great if there were just a button on the editor for creating tickets / writing replies / pretty much anything that is a written communication from one user to another which utilizes the WYSIWYG editor. I know that the signature can be added
Change Management - report on CAB recommendations for change requests
SELECT changetocab.changeid "ChangeID", chdt.title AS "Title", ctdef.NAME AS "Change Type", ownaaa.first_name AS "Change Owner", stageDef.displayname AS "change Stage", statusDef.statusdisplayname AS "Change Status", orgaaa.first_name AS "Change Requester", approvaldef.statusname AS "Approval Status", Longtodate(apprd.action_date) "Approval date",
Technician Filter out replies on requests
HI I have one technician who wants to stop receiving 'reply notifications' on requests assigned to him. What is the best way to accomplish this?
Pick List from External Data
Hello, could you give me a hand for this job? I should feed a MultiSelect List via a csv. I would like to use powershell and api v3. The list must be fed every day through a scheduling that will be carried out on the server Thank you
customize logo company in purchase and assets module
Dear all i am asking for the way to add company logo in PR Print preview and Assets Print Preview
Tickets Reassigned by Technician
Looking for a query (Postgres) that lists tickets which were re-assigned in the past month filtered by a particular technician. We're trying to determine if a particular technician is re-assigning tickets to other technicians. Layout could be something
User reply to a Closed ticket response creates a new ticket
Hello, If a user replies to a closed ticket ME creates a new ticket with the same subject. is there a way to stop this from happening?
Domain Login ID issue
Hello, I am looking for a solution for one the issue My requester name is Amit.Kumar His email id is Amit.Kumar@abc.com when user login with ID= Amit.Kumar he is sucessfully login but when he login wit ID=Amit.Kumar@abc.com he also login successfully
Is it possible to run a report in Service Desk that shows an assets scanning status?
I would like to run a report on assets in Service Desk that shows the asset name, asset state, agent version, scan status, last scanned, and scan type fields. Can someone assist me with this?
##] Could Not Find C:\ManageEngine\ServiceDesk\bin\jndi.properties when starting ServiceDesk
A. I had to reconfigure the incoming mail server info. I received the followin message when I tried to save the settings. "Try to configure the Self Sign/Trust certificate". B. I looked for it in the mail fetching issues and follow the steps described
Time Spent and Elapsed Time
Hi, I am extracting some data into Power Bi and I can convert the unix date for such fields as created time but I am not having any luck with fields such as Time Spent or Elapsed Time. What would be the SQL statement to convert this to regular time? Regards,
Updating Request Additional Fields With Deluge (Business Rule/Custom Function) Errors
Hello, I have a business rule set up to run a Custom Function when a ticket is created through email. I want to change the contents of certain fields based on the subject of the email. Mode An Additional Pick List An Additional Sline Category/Subcategory/Item
API - Get All Requests Search Criteria Not Working
Greetings, My SD+ Environment: 10.5 Build 10536 I'm trying to get all tickets (using filterby All_Requests so it looks at everything) for specific accounts. I figured, I could use "search_criteria" to accomplish this, but no matter what I do, all requests
Update Report
Hello, I am using this report to generate list of tickets that haven't been updated in greater than 5 days. select wo.WORKORDERID"Request ID", aau.FIRST_NAME "Requester", wo.TITLE "Subject", ti.FIRST_NAME "Technician", LONGTODATE(wo.CREATEDTIME) "Created
LDAP fileds are messed up after upgrade to 12.00 and LDAP import does not update certain fileds
Hi All, I have a problem with LDAP import after we have upgraded the ServiceDesk Plus to 12.00. The user import is updating from the LDAP, but certain user fileds, like phone number, Department Name, JobTitle are messed up and not right for users. I have
Community Survey
At ManageEngine, it is our continuous endeavor to improve the quality of our products and services offered to our customers and users. As part of this aspiration, we are surveying to understand your needs as a community user and use your feedback to make
Troubleshooting Custom Trigger
I have a very simple custom trigger but it does not appear to be firing/executing. I am curious how to troubleshoot why this is not executing. Attached is a screen shot of the custom trigger. Thanks - Craig Rice
[What's Cooking] Multi Level CAB approval for Changes
Hello users, Multi-Level CAB approvals for Changes, a feature that has been requested by several customers to meet their business needs. CAB approval on a Change might involve recommendations of members from various teams. Say, Network, Infrastructure, Finance, Management and so on. Thus, multi-stage approval can be very helpful to add cab members from different teams and approvals go one after one. After validating numerous use-cases and meticulous testing, this feature is up for the release in
Unable to run custom scripts
Hi All, I am really stuck and i am trying to run same as in :- https://pitstop.manageengine.com/portal/kb/articles/how-to-update-a-request-based-on-certain-values However i get :- Traceback (most recent call last): File "update_request.py", line 4, in
Error when run RestoreData.bat version 11.204 error tables: wordmap, wordoccurences errorlog,softwarelist,softwaremanufacturer detail: key appl_id=9(1) already exists. call getnextexception dupplicat
Please Help me, I run run RestoreData.bat version 11.204 Run: .\RestoreData.bat ErrorPlease help me
Deluge custom share script not work
Hi, I want to use this script to share request in some stage of RLC: url = "http://SDP:8080/api/v3/requests/"+ requestObj.get('id')+"/share"; headers = {"technician_key":"4991FCB9-9781-4EE3-AD37-8DB86829C46B"}; input_data = { "share":{ "technicians":[{"name":"Mike
Integration with Microsoft Teams
i am trying to integrate microsoft teams into manageengine servicedesk plus but it seems my chat bot is not working, i try to type /overview command but it does not respond at all, am i misconfigured
Sorting items in Scheduled Request view
When there are many Scheduled request I want to sort it by date or by Contact or by Account. Now, Scheduled requests are not sorted at all, even the new Scheduled Request has been usually inserted somewhere in the middle.
Set asset automatically
Hi, How I can fill asset filed with requester's assigned asset automatically. in other words when an requester submit a request, his asset set automatically
User Survey
User Survey - Define Survey Is this funcionality working?
Auto change requester based on CC from email
Hey there wondering the best approach or if anyone has already done this, possibly with a trigger. If someone emails me (a technician) i often if i am on the road, create a work order by forwarding that mail to our service desk email address. Unfortunately,
missing ; or incomplete statement
Hi team, I am writing a sample custom function to invoke a thirdparty url, but getting error such as missing ; or incomplete statement. Pls suggest. vResponse = invokeUrl [ url : https://smartops.aocc-staging-lon02-b3c-7dced0308bf9da27b6e714d1d05f7137-0000.eu-gb.containers.appdomain.cloud/api/ititl-events/ultratech
Change Templates - template the fields in other stages (i.e. Planning, Implementation tasks, Review, Closure)
(Request made with respect to ServiceDesk Plus build 9010 Enterprise) Our organization has a number of Changes that fit certain deliverable criteria and need to be able to template these deliverables and implementation plan components in the 'Planning' Stage fields: 'Impact', 'Roll Out Plan', 'Backout Plan', 'Checklist' and 'Downtime'. Additionally, we would like to template the Implementation stage Tasks that go with the record as these are defined by the same criteria. Would like to initiate
Automatic duplication of Request
Our current system allows us to have Request Templates that can spawn multiple Requests from a single entry, each with their own Category, SubCategory and Item, dependent on what was selected in the Template. Is there a way to build this into an SDP Template
An Error occured while creating a report is sdp
Hi, When technicians try to create a report, SDP gives an error like the image below: my sdp version: 11311 my sdp DB : SQLServer
Masterclass 2022 - Episode 2: Delivering exceptional IT service experiences with ServiceDesk Plus (March 31)
Hi there, The ServiceDesk Plus Masterclass 2022 series is back with the second episode! In this session, we will discuss how you can deliver great IT customer service to your organization in a hybrid work environment with ServiceDesk Plus. Service management
[SOLVED] How to skip the forced backup - Windows - Error
https://www.manageengine.com/products/service-desk/on-premises/faq/upgrade-installation-backup.html#SkipForceBackup on the website is specified (but is incorrect): set JAVA_OPTS=-Ddb.home="%DB_HOME% -DSkipForcedBackUp=true" closing quotes must come first
Email Commands - Interrupt EditRequest Operation if Ticket Closed
We are leveraging the Email Commands feature to create, edit, and close tickets via email. I've noticed that if I send an OPERATION=EditRequest command to a ticket that is already closed, a new ticket gets opened instead. I would like the command to get
Best Practice Removing Technician but keeping tickets assigned
What is the proper way to remove a technician but keep all the closed/resolved tickets that were assigned to that tech assigned? Example I have Tech A who closed over 200 tickets, and Tech A left the company so we removed him as a technician, and now
ServiceDesk Plus 13000 Released !
Dear Users, We're happy to announce that ServiceDesk Plus version 13000 is now available. The latest version introduces behaviour changes , new features and several enhancements to further improve your experience with ServiceDesk Plus. Behaviour Changes
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