Technician Log In Report
Could you please assist with building this report: My supervisor would like a report that displays each technician log on and log off from service desk plus so that it basically looks like a time card. Should look something like this image below: Ideally
Field and Form Rules - Works for some users; not for others
Just a general question whether anyone has seen sporadic users completing Service Catalog work orders (like a New Hire) and field/form rules don't work for them, but another user has no issues using the same template. For example - New Hire - during the
End-of-Life of Request V1 APIs - Impact on Upgrade, Scripts and Integrations
Dear Customers, As announced earlier, we are dropping the support for Request V1 APIs from Version 11.3 of ServiceDesk Plus which is expected to release in a few days. Any future releases will not have access to the V1 Request APIs. All clients and
[SDF-38218] Get All SDP Pending Approvals by API
Hi, I need to pass approval process to another software in my organization. Today I see Get Pending Approval API in SDP documentation, but this API has filter option(Default: MyPendingApprovals). I don't need to this filter and I wanna to get all SDP
java.lang.OutOfMemory: Java Heap Space error when running backups
Hi All, We recently moved our Service Desk 8207 onto a new Windows 2008 Server, I noticed that Backups fail to run due to the following error. Please wait ! backup in Progress................... 0-----------------------50------------------------100(%) ========================= stopping DB Server >>>>> false Exception in thread "main" java.lang.OutOfMemoryError: Java heap space We have updated our wrapper and startdb.bat files to suit 4GB (current server RAM) and 3GB, but we still receive the
API assign request to techinician error
Hello, I am trying to assign a request to a technician over the API, but am getting a response with "User does not have this permsission". The user has a role of SDAdmin. How do I give permission to assign request to the user?
[Term of the Day]: Six Sigma
Term of the Day "Six Sigma" What is Six Sigma? Six Sigma is a process improvement framework that encompasses a set of tools and techniques designed to make organizations more competitive by focusing on being effective and efficient by reducing variation
[ForYourInformation -54] Manage your resources effectively with Resource management
What is Resource management and why is it important? Resource management is the process of using an organization's human resources in the most efficient way possible. It has become an integral part of any organization as it aids planning, scheduling,
Unassign Technician when request is reopened
Hi SDP experts, I have a simple need, however, I don't know where to configure this. Purpose: when a request is reopened, I would like other available technicians to notice and pick the ticket. What is think is required, is to un-assign the technician,
Load a second form based on user input
Hi I have a New Starter form for line managers to complete as part of the onboarding & this has a number of resources within it, e.g. hardware, software, systems access etc. If someone requires a Mobile Phone then this would create some different workflows
[SDF-28079] Data Filter update - Last 30 days
Can the following article be updated with the templates for the latest time filters? Where are the templates for the following? Last 7 days Last 15 days Last 30 days Next 7 days Next 15 days Next 30 days They are required for scheduled custom query report.
[Term of the Day]: Debugging
Term of the Day “Debugging” Definition — What is a Debugging? The term Debugging refers to a process in software development whereby computer programmers comb through code looking for “bugs” — the source of errors, flaws, or security holes in the
Rule Based Approvals - Form action to trigger an approval process
Hi Everyone. New to Service Desk Plus and very happy so far. But I am having an issue with figuring out how to make approval process be activated based on form content. What I'm trying to do: There's a template for Human Resources to submit a new request.
SAML Authentication FAQs
Listing here the FAQ's regarding SAML Authentication. 1. Despite having valid login credentials, why am I added as a new user in ServiceDesk Plus when logging in using SAML? When you log in using SAML, the IdP provides a login name in the SAML response. This login name is generated based on the NameID attribute configured in the IdP. Now, the new users will be added to SDP under below two scenarios. ( You can disable dynamic user addition settings in the Self-Service Portal to prevent the addition
Multilanguage notifications
Will be very helpful to set multilanguage mail notifications depending on the location of the users for the support technicians of multinational companies not being able to do this is a big limitation Thanks
Template report
Hi, Wondering how can i run a report to show list of tickets applied with a template, created after a date and description contain certain text. Table headers required request ID, request subject, request status, and create date. we are using MSSQL
Hora
Buenas tardes,
Solicito de su apoyo ya que tengo diferencia en la hora en sistema.
Un ejemplo es que al finalizar un ticket lo cierro a las 19:05 hrs hora mexico, y se registra bien, pero al generar un reporte me muestra la hora con diferencia de 5 horas,
[SDF-91636] Reporting on Incident Tags
We are using the Add Tags feature to track expendables we hand out and I'd like to pull a report on Tags used with department within a date range. I don't see a custom report with Tags and I don't see Tags in the schema to create a custom query.
[Term of the Day]: Heuristic Programming
Term of the Day "Heuristic Programming" What is Heuristic Programming? The term Heuristic is an adjective allowing people to solve problems and make judgments by learning from their own experiences and discovering especially by trial-and-error methods.
[SD-94611] Problem with scanning ESXi hosts
SDP 11.2 Build 11205 ESXi 7.0.2 I have 4 ESXi host and when trying to scan them, an error pops up. There is access from the server to the hosts. The credentials were entered correctly. I am attaching a log file.
Embed full ticket History in Notification Template
Our Notification Template for "request is updated" is as follows.. This is a status notification that your request $Title with ID #$RequestId has been updated. $Description The status of your request can be tracked at $RequestLink Thank you, The Help Desk Is there a way to put the entire History into the email? There is no $History variable. The user is getting a notification that the request has been updated but they are not able to see what the update was unless they log in and view the ticket.
CMDB API getting IP address using "Get CI details using criteria"
I am trying to fetch the IP address of several CIs using the API for a customer. The issue is that I cannot find the parameter needed to pass to retrieve the IP address of a server as an example. And when I try to retrieve a list of available parameters
Problem with VMware (ESX) scanning after upgrade 11205
After upgrading to version 11205 I can no longer scan ESXs using Vmware credentials. "FAILURE :Node discovery failed." No parameters have been changed since version 11200.
Feature List Not Working
Dear Team , below link is not working as we are looking to check status of requested features Zoho Creator - SDP-KnownIssues-Features-List (zohopublic.com)
[Term of the Day]: Predictive Analytics
Term of the Day “Predictive Analytics” Definition — What is a Predictive Analytics? The term Predictive Analytics utilizes a variety of data analysis techniques, such as automated machine learning (ML), data mining, and artificial intelligence (AI),
RLC: Text Issues in Notifications
v11129 - seeing a potential bug when editing notification templates in RLC transitions. 1. I copy text from a Word document into a transition stage (AFTER). Text looks good and colours appear correct. 2. I save the notification and then go back into
Request Emails Time Sent shows UTC time instead of local timezone
I was reviewing conversations associated with a Request. A customer replied to the request email and I noticed the Sent time for the Notification email was in UTC instead of our local timezone. We are in US Central timezone. I've checked the time and
[Term of the Day]: Directory Harvest Attack
Term of the Day "Directory Harvest Attack" What is DHA? DHA, the acronym of Directory Harvest Attack is a technique spammers use to find valid email addresses at a domain. During a DHA, spammers use a trial-and-error strategy called a brute force
Display issues after updating Google Chrome to version 91
After update Google Chrome to version 91, this problem apeared:
send email
Good day! From the application, you must send a letter not to the author of the application. After entering the recipient's address and pressing the Send button, the button becomes inactive and the letter is not sent.
[SD-94922] Can't send emails after 11203 update
Hi, I have an issue since 11203 update. I updated from 11139 to 11203 and now, we can't send emails from the app. On reply screen, we click on "Send" button but the app remains stucked there. On serverout0.txt I can see the following error but I can't
"Pass-through" Authentication + 2FA
As I understand it 2fa is now required for all users and if I enable 2fa "Pass-through" Authentication stops working as intended. My intention for "Pass-through" Authentication was to allow internal users and techs to seamlessly access our support desk
Request status on Task Closure
Hello, Is there a setting somewhen I've missed where I can stop the Request being set to Resolved when the Task is closed? Many thanks, Lisa
Header Icon
Today, the layout of the header icons is suddenly messed up I restarted the service but the problem still exists Why did this happen? In which css should I modify it?
How to get the details entered as report in the Checklist associated to the Request .
Checklists are created added to the request template, How to get the details entered in the checklist field
Where to find API logs?
Hello, I'm looking for a way to debug API GET/POST requests made to SDP from external scripts. What log files should I be looking at? I've been exploring the logs folder to no avail. Thanks, Filipe
Custom Function - Final Approval Notification
I've added a custom function that worked in testing. The goal is for it to send out an email notification to a target email ONLY when the final approval on a form is attained. I do not want notifications on the initial approval actions. Final only. But
Scheduled report runs once and then sops until service is restarted
We are using the ScheduledReport.py script to send e-mail with Pending reqiests to each technician. This has recently (ca 3 months ago) stopped working. It works once after the service is restrated and then would no longer work unless the server is restarted.
[Term of the Day]: Traceroute
Term of the Day "Traceroute" What is Traceroute? Traceroute, also known as Tracert is a network utility tool that is used to diagnose problems on a network path. It shows the route over the network between two systems and IP addresses. Traceroute
SD+ - Migration aborted due to duplicate data.
Hi, we are running SD+ 11.0 Build 11009. When upgrading with ManageEngine_ServiceDesk_Plus_11_0_0_SP-1_0_0_Windows, we immediately see a warning Patch cannot be applied as duplicate entries are found when altering database tables. Refer logs for more
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