Is there a way to bulk close change requests?
Good afternoon! I've recently taken over for the individual who was in charge of our ManageEngine ServiceDesk Plus environment. I've been tasked with clearing out all of our old Change Requests that have been floating around as the system wasn't really
Show custom email notification in loggined user panel
Hi, Is it possible to show custom email notification that define in business rule or custom trigger or RLC in SDP user portal. Like image attachment. When we use notification rule, this option works and show us. I don't know this feature is exist or not.
Deluge : Mandatory field
Hello Community, does anyone know how can i unset/set a mandatory field with deluge scripting ? reason: in our request life cycle we have a transition from open to assign ticket, in this transition technician field is made mandatory. the reverse is not
CMDB Relationship importing - CI is ambiguous
Trying to import relationships between SIMs and devices. 75% are throwing errors stating that the device CI is ambigious even though it's a unique field.
Incorrect user data obtained
Please see attached photo can you tell me why the exact user came up twice with different site address. Doesn't the user information data get pulled form active directory? We have checked active Directory and do not see any where in the attribute where
I need to modify the print preview view
I have the need to modify the print preview in Service desk plus, in the assets section to add some words and modify the structure a little Can anybody help me
Request Closing Rules No Longer Working
Having used the platform for many years, we have realised that our tickets (marked as resolved), no longer auto close, as part of the request closing rules. This previously worked (possibly prior to 10.0 Build 10000 upgrade). The issue came to light,
How to get the IP (and other attributes) of an Asset (CI) using CMDB API ?
Hello. I'm trying to use the CMDB API to get the IP address of the CI's present in the CMDB. But I can't get the the CI details API endpoint to return any extra attributes. The most I can get it to return is: CI Name CI Type Site Description Acquisition
[Term of the Day]: Dogfooding
Term of the Day “Dogfooding” Definition — What is a Dogfooding? In modern IT terminology "Dogfooding" or “Eating your own dog food” is a software practice where a company uses its own product. The term is sometimes shortened simply to "dog food"
Update Milestone Actual Start, Actual End, Scheduled Start and Scheduled End datetime based on what is updated in associated tasks: Huge time saver
Request: Update the Milestone Actual Start datetime, Actual End datetime, Scheduled Start datetime and Scheduled End datetime based on what is updated in the associated tasks. If there is a way to do this now or some sort of backend scripting please let
[Term of the Day]: Extranet
Term of the Day "Extranet" What is Extranet? An extranet is a private network similar to an organization's intranet, but typically open to external authorized parties, such as business partners, vendors, key customers, prospects and so on. It plays
This request will not be considered since passing... while submitting a new PM
When I want to save a new Preventive Maintenance task, SDP shows me this error: This request will not be considered since passing more parameters to server might result in vulnerability issues I don't see this error in the fresh install of SDP. I attached
How can you order your milestones without a custom field to control order?
I need to order my milestones properly. I cannot use Scheduled Date as there may be many on the same date, but some should happen first. There is no field for like sequence or order so the only way I know to do this is to put a sequence or something in
Database
Is there a way to update tickets via the database directly? I am trying to resolve old tickets (10 or more years old) Change OPEN to RESOLVE and Add a default resolution. I know DB queries much better than Python. IS this possible? Thanks
API V3 History
After I send a API V3 GET request to {localhost}/api/v3/requests/{request-id}/history, I get a list of differents. But the description changes are not reflected in this list. Only ID 'current_value' shown.. How can I get the text of the diff?
[SOLVED] Upgrade from 9336 to 9400 was terminated by the unexpected error
Dear Expert, We're going to upgrade our system from 9336 to 9400. While testing the upgrade in the testing system, the upgrade was terminated by the unexpected error while the system was doing the backup. Kindly refer to the attached file "Unexpected
Automatically assign a request to a technician previously assigned to him
Hi, [Scenario] Suppose there is a request that must flow between several support groups to be completed. For example we have request (service catalog) as "Provide Virtual Machine for a service". This request should be done by Infrastructure and Security
Due by date value remaining -NA
HI Team, For some SR's due by date value is remaining as NA please clarify . Note: SLAs are configured
ZRMEModulesCopy.xml not found
Hi, I upgrade SDP to latest version successfully and then fresh install and restore database. Every things is okay, but my integration to Analytics plus has failed. We read zreport.log and see ZRMEModulesCopy.xml not found. I found ZRMEModulesCopy_temp.xml
11139 Post Update Page Does Not Open!
The system has been updated to version 11139. However, when the username and password are entered, https://login.jsp/?SkipNV2Filter=true redirects to the page and the page does not open.
[Term of the Day]: Zip Bomb
Term of the Day “Zip Bomb” Definition — What is a Zip Bomb? The classic Zip Bomb is a tiny zip archive file, also know as 'Zip of Death' or 'Decompression Bomb'. It is usually a small compressed file that can contain malicious data. On extracting
[Tips & Tricks] Setting up Zia reopen to manage completed requests
One of the longest-running requirements we've had from our customers, was, "a mechanism to prevent the thank you note from reopening resolved/closed requests." Responses like Thank you, Out-of-office automated emails and the likes that reopen completed
Attaching file using the Solutions | workaround area of a problem later gives 404 error upon trying to download file.
Attaching file using the Solutions | workaround area of a problem later gives 404 error upon trying to download file. This seems to be a Service Desk + bug. A workaround is to attach the zip file to main problem tab area of a PR. .. or to a task or the
Problem with send e.mail
Hi , from last saturday I can't send the e.mail and receive the mail ticket. the message is: Invio e-mail non riuscito. Command : MAIL FROM:, Return Code : 530, Response : 530 5.7.1 Client was not authenticated The request are in servidesk when the user
[SDF-46783] Variable operational hours on working days
Presently we provide extended hours M-Th, but reduced help desk hours on the weekend (much like ManageEngine support). I would like to set different hours for Friday, Saturday, and Sunday within the Configuration Wizard of SDP. Presently SDP only allows
[Term of the Day]: SoC
Term of the Day "SoC" Definition — What is SoC? SoC, stands for system-on-a-chip is an integrated circuit that incorporates a majority of components (chipset features) present on a computer into a single silicon chip. Along with a processor, the SoC
Alias URL Not Working
When I type in an Alias URL, save changes and then click the "Open alias URL in a new window" option, I do not get the correct page. Instead I get the standard "Windows cannot open this page" message. What is causing this problem?
Approval Error
Hi, Wondering if any of you can help. When we send tickets for approval we get this error: I have also found the same error when trying to edit the template for approver 1. Does anyone know how to fix this, my thought is the file containing the template
Show a document attached to a user in the self service portal as an asset
Hello Community, I would like to know if there is a way to attach a document to a user as an asset or as a configuration item, so that the user can access the document from the self service portal, like he can do with his workstation or other assets.
PC name change
Greetings, what is the best practice when we change a PC after scanned in example we have PC name PC-01 we make scan device and registered as an asset PC name changed by helpdesk team for a reason what is the best practice we have to do ? Regards;
!!! URGENT !!! : Field and Forms Rules 'Site' condition DOES NOT work
Hello - When I try to build a 'Field and Form' Rule to Hide a field for Technicians based on a specific Site, it does not work. Why doesn't the "Site" selection provide a pick-list of values to choose from? It seems since we need to enter the client
Generate API Key for all users
Hello, I need to generate the API Keys for users so they can login in the SDP App, I have enable the "Allow Automatic Generation of API Key" option on SDP but i'm not sure how does it work, and i don't want to generate the keys manually. i attach some
[SD-92864] ISREAD flag from false to true not show in History tab
Hi, When I assign request to other technician, SDP show me a flag as ISREAD that changed to FALSE. But when the other technician open the request, it doesn't show me change of flag in History tab. I think it's a bug. Please resolve it. What should I do?
[Term of the Day]: Disruptive Technology
Term of the Day “Disruptive Technology” Definition — What is a Disruptive Technology? Disruptive technology is an innovation that dramatically changes the way consumers, businesses and industries operate. Clayton Christensen popularized the idea
Upgrade restrictions for users who have perpetual licenses without AMS
Dear User, As of now, perpetual license customers are allowed to upgrade even if the AMS (Annual Maintenance and Support) is not renewed. Moving forward, we are planning to stop the upgrade for the perpetual license customers who have not purchased the AMS license. Customer who have renewed their AMS license, and have obtained the AMS license as a .pdf document file, can contact us to get the AMS license as .xml file and apply it before continuing with the upgrade. Note: This restriction is not
Microsoft outlook Plugin
I need the download link for the Microsoft Outlook add-in. I need the Service Desk Microsoft outlook ad-in for our Microsoft outlook 2016. We do no have Office 365 so we cannot take advantage of the online version. I am looking for a method to manually
Cacerts file is getting replaced in latest builds
There is no reference or warning in release notes about cacerts being replaced. Due to this we faced problems with customer deployments where we have self signed certificates generated with gencert for Email, LDAPS communication etc. Please guys give
Update to 11139
Hi ALL! Anybody has successful update to 11139 ? I try test instance update and have many errors like 1) Caused by: com.microsoft.sqlserver.jdbc.SQLServerException: Transaction (Process ID 53) was deadlocked on lock resources with another process and
Feedback Requested: Option for email notification when scheduled status change takes place
Hello SD+ Forum members! Looking for your valued input with regards to a feature request. Currently, as you may know, you can now schedule a ticket to change status automatically on a specified date and time. Noticing this change, when it happens, is the topic of this discussion. As implemented, the status of a ticket will silently change on the date and time specified and would be immediately noticeable to anyone on the requests tab with an appropriate filter selected. I and the SD+ support team
[Term of the Day]: Semantic Web
Term of the Day "Semantic Web" Definition — What is Semantic Web? Semantic Web, an extension of the World Wide Web (WWW) in which data are given well-defined meaning (semantics), better enabling computers and people to work in cooperation. In 2001,
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