Script to Update Task Name
I have a script I use to update the subject line of our Employee Onboarding/Offboarding request. All it does is add the name of the employee and the effective date. That script is below. Is it possible to edit this script so it can change the title of task on that request? Much of the work the task require cannot be completed until the effective date. So having it added to the task title would assist the tech's in visual sorting their assigned tasks and quickly checking when something needs to be
[Term of the Day]: Managed Service Provider
Term of the Day “Managed Service Provider” Definition — What is MSP? A managed service provider (MSP) is an organization that manages IT services for other companies. Managed services are responsible for hosting and then managing servers, specialized applications, and networks for the clients. In most situations, Managed services provider owns the entire physical back-end infrastructure and also provides resources to their clients. All these operations are remotely performed over the internet
default status on resolution tab
is it possible to set the ticket status to resolved in the ticket resolution tab?
[ SDF-86966] Add Site via API?
We are trying to add a Site to ServiceDesk+ using the REST API. Can you tell me the correct Rest API URL to add the Site?
Approval based on Additional Field
Moderator, this has been cross posted as I posted this to a different category earlier. Hi, We have a Access request (service request) form for ERP application, we would like to route the approval based on the Module selected in a pick list (additional field) eg. Module = Finance : 1st Approval = CFO The other approvals will be fixed and predefined with name. These approvals do not have to be on roles, we can define user names as well. Possible? Please assist
[Term of the Day]: Caching
Term of the Day “Caching” Definition — What is Caching? Caching is the process of storing copies of files in a cache, or temporary storage location so that they can be accessed more quickly. A common use is to store information in a web browser. The cache contains information stored by a Web Browser on your hard disc so that you don't have to download the same material repeatedly from a remote computer. Browsers keep copies of all the Web pages that you view so that the pages can be redisplayed
[Blog] ITIL vs ITSM - What is the difference?
One of the most common questions we hear from people that are new to the world of IT Service Management (ITSM) is: "What is the difference between ITIL and ITSM?" This is even though most IT organizations use ITIL tools and some sort of IT Service Management (ITSM) strategies every single day, whether they actually realize it or not. People generally use the two important terms in the IT world "ITIL and ITSM" interchangeably without realizing the difference between them. This post is to help you
[SD-87532] Add member to CAB Error
Add member to CAB Error in Right to left language in ver11.120!
Avoid notifications to certain email
We receive notifications from an automated system. We want to manage those tickets, but we don't want to send notifications to this email. We have configured notification for open request and solved request, and automated closed request. In the section "Notification rules" it says "rules when open request" but not for close request. How can we manage these exceptions then
about the sending mail problem
For the test, I changed it to the servicedeskplus application that I installed under the defined mail. The old postal address comes in and does not allow editing. For this reason, requests cannot be answered. I request your support on the subject. Old mail: talep@domain.com New mail: destek@domain.com
Restore backup data fails with . ./setcommonenv.sh not found
Hi all, I just install new ServiceDesk Plus 11.1 build 11120 on Centos 7, the installation is successful and I can start ServiceDesk normally. Then I test restore feature, the console appear this error: bin/restoreData.sh: line 8: ./setCommonEnv.sh: No such file or directory Do anybody have any idea to fix this problem? Best Regrads, Tin Nguyen
Department Cleanup
I've posted about this before and I've seen other people with the same issue. The answer is always unsatisfying. But now it's a problem for me. I need a way to clean up old departments. Every single department I want to make go away was created because of an incorrect spelling on user info from an AD import. But now we have a new issue. An asset import was done and the wrong column was selected for the Department field. So it created a whole slew of new departments that I cannot get rid of. I thought
Add Request Detail
HI, Would it be possible to add the request information to this MS SQL query (request ID, description, Requester, etc) SELECT TOP 10000000 qd.QUEUENAME AS 'Group', ti.FIRST_NAME AS 'Technician', dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.createdtime/1000),'01-01-1970 00:00:00') as 'Date', count (wo.WORKORDERID) AS 'Inbound', count(case when (std.ispending='1') THEN 1 ELSE NULL END) 'Total Pending', count(case when (std.ispending='0') THEN 1 ELSE NULL END) 'Total Completed', count(case when
How to make a script execute only once?
I wrote a script that creates a followup request once a custom field is checked off 'yes', but the script will keep on executing. I want to make it so it executes once per request. Any ideas?
Query to list Asset ordered by date of add to asset inventory
Hi, i need a list where can i find the whole asset inventory ordered by date of add to the system. Thanks to all for the help
Department default values - how to change it
Easy question - I can't find place on admin site to add/change/'remove default values: Administration Finances IT etc. Where can i find it? BR, Maciej
Error when click on approve notification
When a approver user click on notification to view approval error appears: please find the attachment
[Term of the Day]: Automatic Call Distributor
Term of the Day “Automatic Call Distributor” Definition — What is ACD? Automatic Call Distribution or (ACD) is a tool commonly used in the telephony industries like Call centers and BPO's. ACD intelligently routes incoming calls to the appropriate representatives or agents based on your business goals. The process works based on predetermined conditions, a set of rules or criteria used as instructions for routing incoming calls. ACD not only has the intelligence to route the calls it also
re-opened tickets and subject issue
Hi, Kindly help is below issues: 1- when user is replying to old ticket, it reopen the old one but it shows in the old date of ticket. please help how to make ticket with new date if its reopened 2- when user is sending ticket with same subjet even if its new request, it is merged with the old one and its not showing as above issue if its old
[SD-88486] Edit HTML button
Hi You guys added the 'EDIT HTML' button to notification templates - THANK YOU BUT I also need it enabled on the custom triggers - new templates. The HTML EDIT button is disabled/missing. PLease (PLEASE PLEASE) enable/add the EDIT HTML button to the custom triggers notifcations templates. Thank you.
[Term of the Day]: Chief Data Officer
Term of the Day “Chief Data Officer (CDO)” Definition — What does Chief Data Officer (CDO) mean? The Chief Data Officer (CDO) is a senior executive within an organization who oversees a range of data-related functions that may include data management, ensuring data quality and creating data strategy. That data could be customer data, data gathered from Internet of Things (IoT) sensors, social media, structured, or unstructured data; anything that the organization gathers itself or buys in from
[ForYourInformation - 40] Scheduled Ticket Deletion
The Schedule Data Deletion is an enhancement of the Data Archiving feature. It is available from the 11120 builds of ServiceDesk Plus. Schedule data deletion feature can delete tickets both active and archived, based on the configured schedule. All tickets created in ServiceDesk Plus will be stored in the database. When the business grows, the application database also grows exponentially, this has been always true that many organizations find it difficult in archiving and deleting old tickets.
Survey Reports - Insufficient Privileges
Why is it when I click on Reports > New Query Report > Search Reports > Survey Reports, it takes me to https://pitstop.manageengine.com/portal/community/servicedesk-plus/query-report-survey-module?did=35-1015-2019-08-19-02-21-03-87823 which generates this?
[Community Digest] ServiceDesk Plus - June 2020
Here is the summary of the activities that happened in the month of June 2020! Service Packs: A total of four service packs (11117,11118,11119,11120) with numerous features and issue fixes have been released. Please refer to our ReadME article for complete details. Product News: Support for Asset Servlet API is discontinued from the build 11119 Introducing our in-house scripting language Deluge for ServiceDesk Plus User Education and Resources: Implementing an effective change management process
Mail Server Settings - Error
Hi everyone My support desk stop fetching email starting since 1/7/2020. Tried to restart but it will stop again. So, we decided to change the password in O365. Then rekey the password into support desk again. But when try to save the setting in support desk, system prompt me an error, in the attached file. I am able to login to my O365 without issue using the new password, so I don’t think this is an authentication issue. Can any expert help on this as the system already stopped for 2 days which
[SDF-88308,SDF-88467,SDF-88468,SDF-82456] Create a request at the start or during a chat conversation
We really appreciate the recent updates and additional granular configuration of the chat functionality. We, as an organization, have fully embraced the efficiency and efficacy of 'templated' support, and it is has made our operation extremely efficient. We would like to add chat functionality. The templates guide our Tier-1 technicians to solicit the required information from the request, primarily for service requests. In order for us to truly use the chat function, we need to be able to create
ServiceDesk PLus - POST method in url
Hello. Can you please help me. How can i use post method from url? I'm trying to add request from url but it does not work link i use : http://sd.mywebsite.com:40002/sdpapi/request?data={ "operation": { "details": { "requester": "Guest", "subject": "Specify Subject", "description": "Specify Description", "requesttemplate": "Default Request", "site": "DHL", "technician": "", "level": "Tier 3",
Project view
How is it possible to link one project in a particular view to be seen in another view? We have a project created in, say, "IT project" view, but i need to see the same project in say,"IT projects-2020" view. How can it be achieved?
[Term of the Day]: ISMS
Term of the Day "ISMS" Information Security Management System (ISMS), is a framework that holds a set of policies and procedures to safeguard the sensitive data of an organization. The primary goal of ISMS is to ensure the business continuity by pro-actively limiting the security breaches or sudden impacts or any risks affecting business. ISO 27001 standards are developed by ISO and International Electrotechnical Commission (IEC). It outlines the criteria that businesses can follow to maintain the
How to get the user that closed a request using the API
We can successfully get requests using the API endpoint: /api/v3/requests/{request_id} However when fetching closed requests I can't see anywhere in the response which user closed it. Can see 'created_by' and 'deleted_by' in the docs but is there a way of returning something like 'closed_by' and 'resolved_by'? Thanks
How to specify which user closed a request using the API
We can successfully close requests using the API endpoint: /api/v3/requests/{request-id}/close But is it possible to set the user that closed the request manually - so that the user we specify appears in the request history as closing the request? Could we add a user to the 'closure_info' or something? Thanks
Approval
Hi all, after upgrading the sdp from 10 to build 11116, a problem with approvals appeared. Some of those who used to approve requests without any problems now get the message "you don't have permission to view this page" when they click on the approval link in their mail. Also was cleared the "Service request approver" checkbox for all users, but even if you return it and re-authorize the user, nothing will change, and the error will still remain the same. The "anyone can approve" option is enabled
Survey Overview Report
Hi, in Reports > Surveys > Survey Overview Report, we get the following error when we run the default report. Does anyone know why this default report would be giving this issue? Query SELECT MAX(wo.TITLE) "Request Title", MAX(aau.FIRST_NAME) "Requester", DATE_FORMAT(FROM_UNIXTIME(MAX(wo.CREATEDTIME)/1000),'%d-%m-%Y %k:%i') "Request Created Time", MAX(ti.FIRST_NAME) "Technician", DATE_FORMAT(FROM_UNIXTIME(MAX(wo.COMPLETEDTIME)/1000),'%d-%m-%Y %k:%i') "Completed Time", sum(srm.RESULT) "Rating %" FROM
Why can Requesters modify the SLA of the service portfolio?
Dear All, I am configuring SLA for the service catalog. I see requesters can edit the SLA when they select a service in the list. Logically, I understand that the new service provider decides the SLA for a service. Not sure what I am misunderstanding or omitting here? Thanks.
LDAP logon issue after update Service Desk to newer version.
Hello, After update ServiceDesk to newer version e.g. 11.1 I can't log in via LDAP. I tried to allow local authorization, but I didn't find any local admins in the database. In addition, there are no LDAP entries in the database. Tell me how I can create a local administrator via psql.
ServiceDesk Plus 11120 Released
Dear Users, We are glad to announce the release of latest servicepack 11120 for ServiceDesk Plus. This servicepack includes new enhancements. Microsoft Teams Integration Set up the ServiceDesk Plus integration with Microsoft Teams to leverage the collaboration app from Microsoft as an additional channel for IT and enterprise support. Through this integration, you can view service desk tickets, pending approval, and chat with help desk technicians-all from within your Microsoft Teams accounts.Click
Time Spent In first Response and SLA
Hello, I'm trying to create a SQL query for calculate the time spent in first response, I can simply create a datediff between date created and firt response, but I want ignore the non-working hours and weekends. Is that possible? How does SDP calculate the flag SLA violated?
Change management, approval based on priority/risk/change type
Hi all, is it possible to set a approval based on the above fields or by asset to help smooth the approval process for both ends of the spectrum, currently the system is all or nothing (either every ticket goes to the approver or no tickets do) and requires manual imput for CAB to be informed. examples: User fulfilment request (eg quarterly password changes for wifi/non critical infrastructure) can be approved by technician raising the request, can be completed with minimal management interaction
Worklog/timespent report (with changes and projects)
Hello, we have a time spent report, but only show the worklogs from workorders. We want to show also the worklogs from changes and projects. I have seen this report but don't work in my environment: https://pitstop.manageengine.com/portal/community/topic/timespent-report-requests-project-and-changes We have SDP 11.0 and SQL Server. This is our query now: SELECT "ct"."TS_ENDTIME" AS "Hora de finalización del tiempo empleado", "wo"."WORKORDERID" AS "ID de la solicitud", "wo"."TITLE" AS "Asunto", "ct"."TS_STARTTIME"
Notification to One technician when an request assigned to him
All of our technicians are on the servicedesk and are always aware of the status of requests, Except for 2 people. Because these two technicians are often in the meeting. We want just notify these two technicians via email and SMS. In other words, when an request is assigned to one of the two, only an email or text message will be sent to him. Is there such a possibility or script? Why this feature is important: 1-Because the cost of sending an SMS is reduced. 2-Because the e-mail account of all
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