Select Service Requests templates in Business Rule
SIMPLE QUESTION and REQUEST to Manage Engine... Why aren't Service Requests available in the Request templates for a Business Rule, but Incident Templates are? Just another example of where you need to do more work on selections for Incidents Vs Service Requests. Your product has been plagued with these examples of basic and expected functionality for years! Instead you try and race ahead with new features that are less popular.
Exporting all ticket data types
We have used resource info questions heavily in service request forms. I have a request now to export all this data for specific forms. I know that these types of questions are not usuable with the built-in reporting function and also not found in ZOHO
Postgres migration error during upgrade
Hello how are you? I hope it's ok. I am trying to upgrade from version "4.2 Build 14205" to the higher version. But I get an error during the process, the error is the following: Upgrade failed due to a Postgres migration error. However, you can continue
Create rule with time elapsed condition
Hello, I am trying to create a rule with a condition based on how long a request is open for but i cannot seem to be able to find anything similar that calculates how long a request is/has been opened for? Is there a way to create a rule based on elapsed
Questions about function definition, reuse, and storage of confidential information
hi admin: If I access an external system within a custom function, and accessing the external interface will involve the need for sensitive username passwords, is there a place to store this confidential information? Also, can I wrap a block of code to
Error when upgrading from service desk build 9.4 build 9400
We are using the free version for service desk and getting the error below when upgrading the application Aug 13, 2023 9:57:56 PM [com.adventnet.servicedesk.updatemgr.util.SDPreProcessorUtil] [INFO] : Change statuses with notification content as empty
How to set Current Logged-in Technician as "Change Owner" while raising the Change Request?
Dear All, We have a Default Field called "Change Owner", and we want to set it as a current logged-in technician (by-default) while he/she raising the change request? Is it possible to set it through the Change Template FAFR? Regards, Wajahath Farooq
build number mismatch found between backup buildnumber and buildinfo buildinfonumber
I have SDP ver. 13.0 Build 13000 and I made a backup. On another computer I have a clean fresh instal SDP ver. 13.0 Build 13000 downloaded from your site. When I try to restore database I get error { build number mismatch found between backup buildnumber
Cannot able to Update Task Description based on Request Description/attributes
Dear All, I was following the Link Knowledge Base article to update the Task Subject and Description based on the Main Request Subject, Description and request attributes on task. While following the steps it update the Task Title but it won't update
A Query Report that will show that if a ticket has gone through a specific support group.
Service Desk Build: 14.3 Build 14304 Requesting for assistance to create a query report to show me tickets that has gone through a specific group. Here is how my ticket flows, after a ticket has been filed, it will go through a support group for approvals
Extract Data from a Filled Fields to Notification
Hello, I need help with setting up a notification to send an email when a specific template, like "new staff” is created with all necessary information filled in. I want to extract the filled data from the fields that exist in the template and include
error restoring data
i have issue when restoring data in ManageEngine service desk plus from one server to another , although the database are same version and also ManageEngine same version and build number . it show error in restoredata.bat "error restoring db "
Unable to send via email Forgot password, error message
Click the Forgot Password Send link, and it will show that the sending was successful, but the relevant email cannot be received. Check the Log for error messages. Subject : Password reset link for XXX SystemNotification : true" ERRORMODULE="MAIL_SENDING"
License Issue
I am using Manage Engine Service Desk Plus free edition. I am facing the license issue after 1 year. Is this free version available only for 1 year?
send notification failed
I can not respond to email, failure appears. Here and print logs. Tiago Toledo - Bigode Blog: http://www.pastelariadigital.com.br
Use Case: match Requester Job title with additional titles fields in the services and if same keep the approvers workflow if not add 2 addional approvers in the workflow
Dear Team, We have a Use case and need your assistance with it We Have a service request called X and need to match the Requester Job title with additional titles values fields in the service template if same value match with the requester job title keep
How to Manually Close the Task if it is associated to the Change and the Change is Closed?
Dear All, I have noticed that if a Task is created on any stages of the Change request and if the Task Status is sets to "Resolved" and the change request is also set to closed. As a Service Desk plus administrator, I cannot able to set the Task status
Keep the PO sidebar permanently collpased
Is there a way to keep the PO sidebar permanently collapsed vs having to collapse it manually every time?
New version feature change - The addition of emails as conversations is disabled.
SDF-115490 : Users can now disable addition of emails as conversations based on email headers. After disabling, conversations will be added based on the entity ID in the email subject. Click here to know more. Hi So I think this means that the system
Escalation tracking
Hello All, Is there an effective way to track escalations that you all use? I am looking to be able to track and report on automatic and manual escalations.
Updating Change Stage/Status Through API V3
Hi all, Have started using the API v3 for creating changes, and don't seem to be able to update the stage and status of a newly created change. I am using the following API: https://www.manageengine.com/products/service-desk/sdpop-v3-api/changes/change.html#edit-change
Set a reply template as default
Hi, We have a reply template that we want to use as the default template. There is no option to actually select that template as the default for every reply. What we have to do is select if from the dropdown. Is there anyway to set as default?
customise outbound emails
Does anybody know how to customise the outboard emails? I want to customise the "Approval required for Change" email.
Download All Email Templates
My boss wants a copy of all email templates that are in SDP for review. Is there an easy way to download the content of all emails and how they are set up? Or do I need to go into each template and copy/paste it into a Word document?
Requester to view Change tab and add Change ticket
Dear Support Is there any way for me to grant access to our user/request to add Change and view Change tab? Thank you.
Add Asset to All in group & Assigned to Technician in Allow technician to view section
Hello, I need to allow the technician to view my site assets as separate. It will be great if you separate this section as well Thanks to the team
Notification Variable for Request Solution date/time?
I'm attempting to set up a very simple additional notification on a certain request type, but cannot seem to find a variable that can be used to insert the ticket resolution timestamp: Does any such variable exist that can be used here?
Is posible to send notification to technican after user add attachement without using reply?
Some users posting additional attachments without including it in the reply, but by modifying the ticket itself. In this case technician does not receive any information that user has changed his ticket. I didn't find an option to add a custom trigger
Global function doesn´t work
Hello, I tried to use a global function called “Create new request from main request” in the lifecycle when the main request is closed, but it didn't work, what did I do wrong? PS: It is worth clarifying that I filled the data requested by the function
Query on assets associated to Problems.
Hello SDP, I'd like to run a query reporting all assets associated to problems. The report would include, asset name involved, Problem Title, Problem ID, Problem description.
Report on CIs that do not have any relationships
Hello SDP, Is that possible to get a report on CIs that do not have any relationship?
Any query/script to logout active session ?
Hi, I am experiencing a certain problem with users who are having problems with the message they receive from ServiceDesk. "There is an active session for this user. Close all active sessions and log in again." After clearing cookies, browser cache, clearing
Set Ticket to Email User based on no activity
Hi, I want to setup in SDP a status called "waiting user" that will email the user asking if they still need assistance after the ticket has been open for 3 days with no activity and then again 3 days later and 3 days after that close the ticket with
Mandatory: Asset Additional Field
Hi Team, Is there any way to set mandatory any Of the additional fields in Asset Explorer? Please confirm. Thanks Mostafiz
Deluge Script to share Request to a department
Hi I‘d like to do a Deluge script to create a „Request Custom Function“, so I can use it in a „Custom Trigger“ to share special new Requests to a Department „9020“. Like I can do manually in the GUI. I‘m beginner in creating custom functions. I‘m very
Dynamic fields
Hi all, Version 14.3 Build 14304 How can I populate values dynamically in Choose access drop down based on the values chosen in Choose Application dropdown? This is my form: Thanks
Status Comment in notification email template
In SDP I have added a custom notification trigger which will notify the assigned technician when a request is taken from OnHold to Open. I was wondering whether there is any way to include in the notification email template the status comment from the
How to Make Notes Mandatory if the Status is Set to "Onhold" only on Service Request?
Dear All, Is it possible to make "Notes" mandatory on Service Request if a Technician is setting the Status to "Onhold"? Currently. I believe it is possible through mandating it by making use of "Request Lifecycle (RLC)" on specific template but is it
standart file in backout plan changes templates
Hi I have a change template. I want to add an existing procedure files to the bacout plan and roll out plan. When this change is initiated, the standard should automatically appear in this template.
SDP telephony integeration :what's wrong with telephony integration ???
watch the attached video first hey guys I changed my Isabel telephony firewall settings . and telephone stopped working. When I attempt to access the settings by pressing the button, the page opens briefly (approximately 1 second) and then closes automatically.
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