how to generate API Key
I can't find any button or action on generating the API Key in "Users & Permissions" -> Technicians
How create ticket report that contains temporary value ("wait for" status)
Does anyone could give me a tip about how create report that shows tickets with "wait for" status ? I mean, status that was assigned in process of resolution but then was changed to any different status that appropriate for closed ticket. On attached screenshot u can see working history section that has Time Elapsed Analysis section where able to see - does ticket has ""wait for"status and how long.
[Blog] Why switching from Reactive Maintenance to Preventive Maintenance strategy is Remunerative
A famous one-liner quote explains everything about Preventive Maintenance Strategy, "Prevention is better than cure" Preventive Maintenance is a procedure devised to avert failures and extend the life of infrastructure, machines, software, facilities and various other entities. This is achieved by anticipating when there might be issues, rather than, wait for equipment to accrue issues. Thus reduces unscheduled downtime and major repairs
Approval API for approve request not work - status code 4007
Hi, I define a new service catalog with two stage approval. 1. Stage One => Reporting to 2. Stage Two => CEO When I want to approve request by API from documentation page, show me this error: { "response_status": { "status_code": 4000, "messages": [ { "status_code": 4007, "type": "failed", "message": "Invalid URL" } ], "status": "failed" } } I attached my screenshot. What should I do? Or
Editing approval page.
It is required to edit the page, add an additional button in the statement. Where can I find the html template?
Specifying a Site associate with a Contract in SDP
Hi folks, I'm using SDP on Prem Version 11.1.1110, and I'm wondering if there is a way to associate a Contract with a particular site. I'd like to be able to specify that site when creating the contract. I realize I could have a customized field that I manually populated with the list of my sites, but it would be much better and easier to have a relationship, with the options in the drop-down actually pulling from the list of sites available. Is there a way to do this that I'm not seeing? Thanks,
Import SSL / Service Desk Plus 11.1/11112
Your Version : 11.1 Build 11112 HI, I want to add a certificate but I get an error Did someone solve this problem?
My deactivated technicians auto-reactivate every time that domain syncs.
After the last update, my disabled technicians get auto activated when the domain syncs. How can i permenatly disable them? I get license violation error without a reason.
Dynamically change Contents and Labels on Additional Fields in Change Template?
I would like to create 7 or 8 templates for different kinds of Change Requests (for different softwares we use in our office) and use different Additional Change Fields in them. There seems to be a limit of a total of 12 additional fields that can be used throughout the entire Change module. I need more than just 12. I was planning to deal with this by using the additional fields for lists of possibilities from each of the softwares, then using the Add Options/Remove Options in a Rule to make the
Project Task Dependencies Problem
Hello, I am playing with the Projects module. I noticed a problem with task dependency behavior. Task 2 is dependent on Task 1. No matter how much I change Task 1, it does not affect Task 2. A dependent task should be affected by changes to its predecessors. This is effectively rendering the dependency functionality useless! Am I doing something wrong?
Red envelope on requests page ME ServiceDesk Plus
We use 11.1 Build 11104 in requests we have this mail icon which shows how many replies has been added to the request. I am (technician / Admin) replying via outlook not ME ServiceDesk and because of that, number just increases and stays red. If it would be just me, I would take that column off but because it is helpful for my colleagues to see if the request is waiting or in progress I need to find out how do I change it into gray or green without replying from within ME application. Can I do it
API for convert incident request to service
Hi, I import request by XLS file to SDP, but all request imported as incident. Now I want to change some request incident by custom script and API. I wanna to call API from custom script to convert incident to service. I can't find any API for this job. What should I do? Do you have any solutions? Thanks
Creating a Service Catalogue Request from an Incident
Hi We are about to start raising new starter equipment requests from an external HR system to Manage Engine. At this stage we will generate an email into Manage Engine using the @@ parsing functionality to provide the fields, i.e. First Name, Surname, Line Manager etc. (this is tested & working) As that will create an Incident ticket, I would then need to select Actions > Create Service Request & then select the Service Catalogue template I want to use for the equipment request. Question: Is there
Fetch only emails from my domain
How can we exclude emails from external domains from being "Fetched"?
New Request Created when a Request is closed
The only notifications I have selected are for When there is a new request or a reply, And for some reason every time we close a ticket a new request is created. It does not say it is closed either. We have to open the link in the email and it shows that it is closed on the server Any Advise appreciated THANKS
[Term of the Day]: Gantt Chart
Term of the Day “Gantt Chart” Definition — What is Gantt Chart? A Gantt chart, commonly used in project management. The tool illustrates project elements through the chart and it simplifies the complexity of the projects. A Gantt chart is a graphical depiction of a project schedule, the tool assists in planning and scheduling projects. It gives a visual display of the whole project which includes, project start and end dates, milestones, stages, deadlines, relationships, and dependencies between
Notify technician when a request that is shared with him receives a reply
Is this possible?
Export Users list with Username
Hi, How Can I export all users details with their Username?
[Term of the Day]: SAML
Term of the Day “Security Assertion Markup Language” Definition — What is SAML and its purpose? In computing and networking, the Security Assertion Markup Language (SAML), is an open standard that allows security credentials to be shared by multiple computers across a network. It also enables "interoperability" that allows different machines to interact with each other, despite their differences with technical specifications. This makes single sign-on technology possible by providing a way to
Report Users details with Username
When I try to generate report of users details, I can not see "Username" column
[SOLVED] Field Mobile import from active directory
Hi, I have a question. In the user card there are the fields for the fixed and mobile phone. You can do this for the landline phone, but for the mobile phone? You can do it if I create a custom field, but I would have two equal fields. So how can I import the field from the otherTelephone domain controller into the mobile field of the service desk? Regards
Cannot close tasks using API anymore
We are using some powershell scripts to automate requests in SDP. Some of those scripts need to close tasks in tickets. We updated SDP to version 11.1 Build 11105 and since then it isn't possible to update tasks anymore. Something has changed and i don't know wat. The function i use : Function Close_Task { <# .SYNOPSIS .DESCRIPTION Long description .PARAMETER Status Used to send along the status of the task .PARAMETER Taskid .EXAMPLE Close_Task -Status "Closed" -taskid 3423 #> [CmdletBinding()]
[SOLVED] Sorry an error has occurred Unknown error occurred while processing your request.
Hello Team, Recently we have upgraded Servicedesk Plus to newer version from version 10504 to 10514 , 10514 to 11000 and 11000 to 11100 respectively. Now we are unable to generate any reports. The error we got is "Sorry an error has occurred Unknown error occurred while processing your request." Can you please assist us on the same? Following are our server config details: General Properties Build Number 11100 Application Architecture 64 bit Configuration Properties File Attachments Path /opt/ServiceDesk/fileAttachments
update question
If i have several updates that i have missed - should i install all updates i have missed or just the latest one is OK. Thanks in advance
Self Service Portal Customization
Hello to all, is it possible to add an additional button to self service portal? We need an additional button to redirect requester to their own requests. We need something like that: Thanks in advance
How to manage Global tickets
Good Afternoon everyone, I have a quick question about managing Global tickets in Service Desk Plus. Is there a way to close all associated child tickets when you close a Global Parent ticket without merging them together?
ServiceDesk licensing
Hello, Are there only annual subscription to ServiceDesk available (on-premises)? Or license is perpetual, and only AMS is needed to renew?
Seeking help writing a sql query to locate a technician record (using technicianid equals 47105) and changing the technician name from "Monkey, Puppy" to "Shoop, Brian".
Hi. I would like all historical tickets and notes associated with technician by ID 47105 to come up in incident reports with the tech named Shoop, Brian". Currently the history is reporting them as "Monkey, Puppy". The ID for Monkey, Puppy is an inactive technician account. I have validated the technicianid 47105 has the technician name Monkey, Puppy. I would like issue a SQL command that will locate the ID and rename Monkey, Puppy to a valid technician name (Shoop, Brian). I appreciate your help.
Is there anyway to track the time between value changes?
I'm trying to track how long a ticket stays assigned to a specific value through the life-cycle of the ticket. For example: - 20/05 - Ticket01 Created - Technician Unassigned 21/05 - Ticked01 Under Investigation - Technician Assigned to A 22/05 - Ticked01 Under Investigation - Technician Assigned to B 22/05 - Ticked01 Closed I'm trying to track the time (preferably in minutes) between Ticket01 moving from an Unassigned State to an Assigned state and then additional how long A had it before it was
How create asset report that contains hardware datail
Hello, Is it possible to run a query report that includes hardware details? especially the type of hard disk. thank's for your help Fabiana
Seeking sql query to pull incidents and notes where technicianid is specifig (for example 47105).
I am seeking sql query HELP to pull incidents and notes where technicianid is specifig (for example 47105). I appreciate your assistance in advance! Thanks, Scott
Change Request Number order
How we can change tracking number of requests or How to customize it!? Now, Ticket number It is arranged numerically (1,2,3.......500..) We want define ticket numbers to (ID01,ID01,ID03,....ID500,...
[Term of the Day]: Hyperautomation
Term of the Day “HyperAutomation” Hyperautomation - in simple words it can be understood as the Digital Era of Automation or Advanced Automation. Hyperautomation includes artificial intelligence (AI), machine learning (ML), and robotic process automation (RPA), its an intelligent mixture of different automation technologies. The idea is to automate more and more knowledge work and engage everyone in an organization to be part of the transformation. It helps automate many aspects of decision-making
Add custom java widget to User Selfservice portal
We want add an web-form like (as custom java widget) to requester Self-service portal, it's possible? Now, add url,html is possible.
[Term of the Day]: Daemon
Term of the Day "Daemon" Definition — What is Daemon and it does? In multitasking computer operating systems, the Unix term daemon is a computer program that runs as a background process, rather than being under the direct control of an interactive user. A daemon is usually either created by forking a child process and then exiting the parent, which will cause it to be orphaned (on purpose) and adopted by the init process, the granddaddy of all processes in the system (which is also a daemon
[SDF-77390] How to delete archive requests
Hi everyone, we have did many test on a system which we want go live, after deleting all the test Requests (created automatically via email from another system, many thousands requests), is there way to remove the archived test Requests? Found there was a topic on this about 6years ago.. Regards Yew Hang
Custom report
Hi I'm trying to run some reports that will show me all of the tickets that exist where a custom Request - Additional field is not empty so that I can determine how often the field is used. Let's say we have a custom multi-line field called "Phone". I have tried running a report that filters the Phone field by: Phone Is Not 'None' (I've also tried without the single quotes.) When this report is run, it still shows me tickets where Phone is "Not Assigned". I've encountered this issue with both
[ SD-87321] No changes to the widget
When I change widgets size, the change message shows saved, but when I refresh the page , all widgets resizing settings are reset and no changes are made
[SD-71436] POST function not working on build 11115
Hi, We have had to roll back to a previous version as the function to POST has stopped working. The script / function works fine on a previous build. def postURL_V3(url, TechnicianKey, operationName=None, json_data=None, params_data=None, files=None): data = { 'input_data': json_data, 'TECHNICIAN_KEY': TechnicianKey, 'format': 'json', 'OPERATION_NAME': operationName, } params = { 'input_data': params_data, 'TECHNICIAN_KEY': TechnicianKey,
Make certain request viewable for NonTech employees
This post is regarding our forms that have been created for Onboarding/Offboarding or Employee Change request. Our organization has a dozen or so different departments. Each department can cover multiple locations. We run into issues where a form (from above) will be submitted multiple times for the same person for the very same reason. The requesters that put in these forms are not ServiceDesk technicians (that is not an option). And by default we do not allow anyone to view their Site/Department
Next Page