[Term of the Day]: Martian address
Term of the Day “Martian Address” Definition — What is a Martian Address? A Martian address is a source or destination IP address that does not exist, it's an invalid IP address that is non-routable. This type of address is typically created accidentally
[DidYouKnow-44] Automate Set/Unset Tasks Using FAFR
As you may know, using the FAFR feature in ServiceDesk Plus, you can define rules on a Request form. Based on the user's actions FAFR can dynamically Enable, Disable, Show, Hide, Mandate, Non-mandated fields and perform much more functions on Incident/Service
Contract Expiry notification with Link to Contract
The Contract Expiry notification doesn't have a link back to the contract. Is it possible to create a link so that the recipient can go to the contract quickly?
How Remove Approval, If Requester = Approver
Hi guys. I knew it's exist in the newest version. But I wondering to know how handle it by python script. I want to know how return role ($DEPARTMENT_APPROVER$) to username (John Smith) in python script. My need: user = requestObj['REQUESTER'] approver
[Term of the Day]: W3C
Term of the Day "W3C" What is W3C? W3C, which stands for World Wide Web Consortium, is an international community created in 1994 by the major players on the internet that develops web standards and promotes interoperability between web technologies,
Variable $FirstName in Survey Email Configuration
Hello We are currently implementing the user survey. Unfortunately, in the Survey Email Configuration it is not possible to use the $FirstName variable. Since it is possible to use it in other mail Templates, is there any chance to add this function with
Scan Network
Dears, we have some issues with network scan, some of our PC did not scan also IP Phone (Huwawi) and access point. is there any one can be help us to find solution regarding this topic.
Hide Sections (Concatenate)
Hey there! Just want to see if there is a way to hide sections in SDP. I noticed that I can name them now and want to use each section for specific "Service Types" that are selected by the end user. This would be based on a set of rules that identifies which section to make available based on the selection made by the end user. I want them to concatenate as the selection is made and hide/non-mandate all other sections that do not relate. I hope that makes sense. Thanks, Eric
Duplicate Requests
Is there a way to close duplicate requests without having to put in all the required rules we have set? For example, we require certain fields to be filled in (request closing rules) in order for a ticket to be closed. If there is a duplicate request, we don't want to have to take the time to fill in all those fields. Also, since we upgraded our software to the latest build, when you put in a resolution, it does not close the ticket anymore. How can this be fixed?
Change Group on Resolved Request
Is it possible to get a query that can change one specified group to another? We have personnel in a support group that moved to another group. And the group they moved to will no longer be used. For reporting purposes we'd like to have the group changed
O365 + service desk plus without IMAP and POP access
Hi, maybe you already heard, POP(S) and IMAP(S) access to O365 account will be rejected from 2021 September from by Microsoft side. The ServiceDeskPlus only support POP IMAP and EWS connection to reach mailboxes. EWS is already outdated by Microsoft so
Anyone have a script to add request details to a task
I would like to add select request details to a task assigned to a tech that may not have permission to see the request template. Does anyone have a script to add details to the task? Thanks! Cheryl Ankrom Jennmar Corporation
How can I automatically delay the triggering of a task (or tasks) in an incident template?
I'm trying to find the best way to handle tasks that need to happen according to a particular schedule. For instance - in one of our (Incident) templates when the request is submitted there are a number of tasks that need to be done immediately. However there are a few tasks that cannot and should not be started until a certain number of days has passed. I've created a task that I'm using as a parent dependency for the delayed task, but it requires someone to manually close it after the waiting
[Term of the Day]: Clickjacking
Term of the Day “Clickjacking” Definition — What is Clickjacking? Clickjacking or UI redressing is one of the common cybersecurity attacks. It was first identified in 2008 by Robert Hansen and Jeremiah Grossman. It is a malicious practice in which
[Term of the Day]: Servlet Engine
Term of the Day "Servlet Engine" What is Servlet Engine? Servlet engine, also known as the servlet container is a java technology managed by a container that runs on a web server or an application server to deliver dynamic contents. Usually, every
How to get CI details using criteria?
When I use the API "Get CI Details using criteria", I just get 4 fields, but I have more than 4 fields in my page. Help me!
User import problem
Good day! There is an ESXI virtual machine on which SD 11139 is running. I am trying to import a new user, but the import ends with an error that this user already exists, I looked for him by different attributes, full name, sAMAccountName, E-mail, but
Requires a delay in running the script
Greetings. I am facing a problem. I have a template with set tasks in the amount of 9 pieces, in this template I also have mandatory additional fields to fill out. I also wrote a Python script. After creating a request, my script receives values from
Error to configure the SMS panel
Dear Manage Engine Support Team, I hope you are health and safe. Today, I encountered a strange error to configure the SMS panel. When saving information, an error is observed that the server is not connected to the Internet!! SDP: 11.1.32 I would be
How to filter GET_REQUEST to tickets updated since last fetch
I want to list only tickets that have been updated since the last time I listed tickets. Also can I get the last updated timestamp in my list tickets response?
Custom Schedule Error in format of executor if query report has data
I am facing an error : Error in format of executor when a custom schedule I created executes on a query report that has data or return a list of records. But when the query report has no data the custom schedule executes successfully. Please help. I
Device Identification - Kyocera devices
Hi ALL! We have SDP and many Kyocera devices like: ECOSYS P2235dn, ECOSYS P3145dn, Kyocera FS-1025MFP, ECOSYS P2040dn Each of this device SDP detected as KYOCERA Document Solutions Printing System with OID .1.3.6.1.4.1.1347.41 How i can change behavior
[SD-77688] Problem with Strike through function (text editor)
Hello We work with bullet lists in the ticket description and cross some of the bullet points out when we are done with the strike through function of the text editor. However, when we cross out some bullet points and save and edit the ticket again afterwards
No Login Methods Supported with Zentyal Mail Server
We are working with Service Desk Plus using Zentyal mail account, but unfortunately incoming mail server is not connect, We tried with different kind of Email type of Port as IMAP / IMAP TLS but always appears the message: "No Login Methods Supported".
[SD-93067] Update 11139
Hi there, after we updated Service desk on prem to 11139 when a user logs a ticket we get loads of additional text in the email such as below regarding fonts etc. This did not used to happen and it looks bad. Title : Remote connection Assigned technician:
Add attachment to task template
Good day, I want to add a attached document to the task template in Service Desk Plus. Is this possible, I already tried to do this but it still did not work yet. Can someone help me with this? Kind regards, Paul Freeke
Custom Views - AND / OR
Can it please be considered to enable ANDs and ORs in a custom view to support views such as; Technician is “Tech Name” OR Created By is “System” AND Request Status is not "Closed","Resolved"
Service request test condition of null value FAIL
Hello, i have a deluge script where i test if a value of a field is null. info requestObj.get('subcategory'); info (requestObj.get('subcategory') == null ); info (requestObj.get('subcategory') == 'null'); info (requestObj.get('subcategory') == "null");
Query Report - Category by specific site
I found this report in the forum to list the number of requests against category. SELECT cd.CATEGORYNAME "Category",scd.NAME "Subcategory",icd.NAME "Item", count(wo.WORKORDERID) "Request Count" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID
Error while saving the SMS panel configuration
Hi Friends, I have a problem with SMS Configuration. While saving information, an error is observed that the server is not connected to the Internet!! I configured the SMS panel 2 or 3 times Successfully. After that, I encountered this issue. Here is
Authentication with REST API V3 does not work
Hi, I'm already confused with the authentication as all ME documentation refer to the same thing as different names: technician key, API key, authtoken... Then you have the ServiceDesk Plus On Demand and On Premise too, I'm not sure if there is a difference in the API... Anyway, I can successfully create a Request in ME SDP On Premise using API V1: However, the same payload and same Technician key (API key? Authtoken?) does not work with API V3: Can somebody please let me know what I'm doing wrong?
[SDF-78079] Is it possible to include ghost text / an example on a Service Catalog resource question
Hi, I am looking to find if there is an option to include ghost text / an example on a question within the Resource form area on SDP V 11135 At the moment I have included the question and example of what we expect the response to include Ideally, I'd
How auto assign site for new requesters?
Hi! Sorry my english. How auto assign site for new requesters? Requesters auto-add from e-mail requests, e-mail domain is multiple.
Field/Forms - using a field multiple times
Is it possible to use an additional field more than once in a form? Once a field is used it can't be searched and selected again. This behaviour differs from how fields work within a Resource section. Often we have forms that either involve multiple departments/technicians where a similar field is required for different portions - example: - name - department - comments - dates Right now we have to create multiple additional fields to ask the same question more than once. In this example, we're
To notify two groups upon ticket status change
Hi Team, We are looking for a feasability to notify two different teams upon change in ticket's status Kindly guide us ASAP. Regards, Ezhil
When trying to update Organization Details- FAILURE :Error while fetching the organization details.
Whenever I attempt to update my organization details, I get this error FAILURE :Error while fetching the organization details. The system then kicks back to the normal default values.
Category per service template
Hello, can i restric tp show category and subcategory for specific service template?
ServiceDesk (On-premises) Plus add-in for Microsoft Outlook.
Hi Manage Engine ;)I would like to know when will be released the version of the Microsoft Outlook add-in for Service Desk On-premises?
SLA Unassigned Configuration
I have been tasked with creating an SLA that if a ticket that comes in during normal business hours and isn't assigned to a user within 20 minutes that it gets escalated to a larger group of people. Seems pretty straightforward but I don't see anything in the SLA rules that allows me to pick "Assigned To" and "unassigned" as being able to be monitored. I have looked around online with little success. Any help here would be appreciated. Thanks in advance.
Ticket Conversion has been Removed - Incident to Request and vice versa
This is critical. It disappeared with the last upgrade (we just completed to fix another problem). We get many incidents generated that are in fact service requests. How do we now convert these tickets to the correct "group" after they have been c
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