[SDF-56603, SDF-66861] Requesters to add cc when creating a request
how can a requester add cc when creating a new request, and when replying to tickets
Create a field for Line Manager in a new request
Hi - apologies if this has been asked, but I can't find the answer!! I am trying to create a field for Line Manager for a new joiner type of service request. To ensure it is correct, I was hoping that I could make the field query the list of requestors within ServiceDesk plus, which sync's from our AD, but can't seem to figure out how to do it. Any ideas? Thanks!
[ SD-83227]Auto Saving Cursor jumps to the beginning
I noticed that whilst typing a new message out of a ticket, the messages gets saved automatically after some time. Whenever this happens, the cursor jumps back to the beginning. This can be very annoying since it can happen multiple times when you write a long response.
What is SLA response time
Hi, I configured a SLA with 15min Response Time and 60min Resolution Time, associated with a specific priority. When a new ticket arrives with that priority til when is the response time suposed to be counted? I tryed to assign the ticket to a technician, passe it to the start work status, send a reply to the requester. But the response time appears to be still running....
[SD-83389] Exception message : Please fill the mandatory fields
When manage engine auto closes requests and an error occures an error is logged. Could you add the ticket Nr? Internal operation failure : AUTO_CLOSE. Operation description - request.history.auto.close. Exception message : Please fill the mandatory fields Internal operation failure : AUTO_CLOSE. #5293 Operation description - request.history.auto.close. Exception message : Please fill the mandatory fields
[SD-83392] Solutions lagging
Each time, we try to access the Solutions tab in our ServiceDesk, it lags extremely slooow. Eventually, it will show. We could scroll down to each title, but this is not conducive to productivity. Last week, we could not click the arrow to see the "next page", past 100 titles (Solutions). This week, we sometimes can see the end of the Solutions, sometimes not. However, it is not possible to search by title (Solutions). Yes we have keywords for each Solutions. We are on Version: 10.5 Build 10510.
IT analytics in 90 seconds: Crack down on long-pending requests in your help desk
Understand the life cycle of long-pending requests in your help desk using request history reports in Analytics Plus. If you're not already using Analytics Plus, get started with your free, 30-day trial
[SD-83719] SDGuest - added to all techs
Has anyone else noticed that the role SDGuest has been added to all/most of their existing technicians? We're running v11004 and have not assigned this role to any of our techs prior to updating from v10017. Now it seems the role is being added daily back to techs which may be tied to another issue we are having (random forced logoffs). Could this be tied to the daily AD sync? Has anyone else seen this? What ramifications does this have to tech access etc..
Hiding / Deleting inactive Incident Templates
Hi all, Currently using 9.2 Build 9221, but soon upgrading to 9335. Over the years we've built up a big library of Incident templates. When a template is no longer relevant, we delete it, but it seems to only mark it as Inactive: This makes the Template screen very untidy, and its not easy to audit our active templates without having to manually pick through them. I have a test copy of ServiceDesk+ set up with no templates other than the Default. I set up a new Template, and deleted it straight
[SD-83352] API updating total memory
I am making an API call to a CI Name to update the Site and Assign Ownership to a user. (Below API call). The API call is also modifying the Total Memory for some reason. Is there a reason why the call is modifying this field? (Below image) The API call is wrapped in a Windows Form where we are collect the data from the end-user. So there is more involved with the script than just the call below. But the remaining aspects of the script is creating the form and passing variables. $requestComputerBody
[Blog] Incident and Service Requests: What's the difference?
What degrades the quality of IT service the most? The lack of a streamlined service process in the organization. This directly affects IT efficiency and productivity, besides the end user’s perception of IT. A substantial way to drive your IT organization's maturity to the next level is to identify and separate your standard requests break-fix type of incident tickets from service requests. Many people assume that a "How-to" question is an Incident. As per ITIL v3 definitions, "a request for information
[SDF-23696] Change Workflow - How to make Sch start and sch end mandatory fields when moving to approval phase
Hi , I tried this in Change template field and form rules On Submit but doesnt seem to work
[SDF-50423] Page Numbers in the Logs
It would be beneficial when checking logs via the GUI to be able to navigate by page numbers instead of having to manually click through many pages to see the results of an event. This is especially true of events that are no longer visible in the serverout files on the server itself.
[SOLVED] Disable ZIA Icon
Hello to all, are there any way to disable ZIA icon on Servicedesk Plus? Thanks in advance
Emails not appearing in new support group
Hi, Hope someone can help me. I've set up many queues with email addresses before with no problem, but now i'm having an issue with this new one. Created a new support group with technicians assigned to it. Created a business rule for that, so if emails to this address are sent in, they should appear on the new support group. As mentioned before, i've done this for complaints and marketing recently with no issues. is it an issue with exchange perhaps? If anyone can advise me that would be great.
Version 11 - Add New User API v3 - PowerShell
I'm currently working on migrating my organizations SDP automation from API v1 and v2 to v3 and with the change in how requesters are handled from previous versions of the API I'm struggling to find a consistent solution for automating User creation in v3. Our Development environment is running on 11.0 Build 11005 and I've been trying to follow the v3 migration guide and info here: https://ui.servicedeskplus.com/APIDocs3/index.html#add-an-user but I'm currently getting a 4004: Internal Error status
Search tickets by state ( REST API + JSON + PYTHON)
I'm trying to use Service Desk Plus v3 API, to get tickets by state. I'm using Python + JSON. The following code runs, and returns some tickets, but ignores the filters. Can someone show me a working example? Thanks in advance. import requests import urllib3 import json myUrl = 'https://192.168.X.X:8080/api/v3/requests' myToken = '9E86563E-AB0B-41D2-BE5B-3D3A516E24B6' myHead = {'Authtoken': myToken} payload= { "list_info": { "row_count": 20, "start_index": 1,
Custom Asset Reports
Trying to figure out how to build a custom asset report, but running into issues getting things to group properly. Would like to have a header for each department, and a sub header for each user in the department. Then list out the assets with name, type, model, barcode number and filter for only In Use devices. I've been able to get this far: SELECT MAX(deptDef.DEPTNAME) AS "Department", MAX(deptDef.DEPTNAME) AS "Department", MAX(aaaUser.FIRST_NAME) AS "User", MAX(resource.RESOURCENAME) AS "Asset
Service Desk Plus - Server shutdown; will not start
After a recent Windows update and what appears to be a ServiceDesk Plus Update, ServiceDesk never fully starts / is not accessible. We see the following in StartupFailure.txt: SERVER SHUTDOWN - The build number in GlobalConfig and build xml does not match. Can someone suggest a resolution?
[SD-82637] Re-Order Failed
Hi there, We're on 10.5 Build 10510 and I keep getting errors when re-ordering service categories and templates within the categories. Is this a known issue that you can replicate with a planned fix? What further info would you want to investigate further?
SQL Server Reporting Services 2016 report does not display in dashboard
We had several SQL Server Reporting Services 2008R2 reports on our dashboard. We recently upgraded our SQL Server Reporting Services server to 2016. Now, when we try to display the report, we get an error:
Updating Prioity sets SLA to "Not Assigned" - why? !!! URGENT!!!
Hello - I have a big issue where if a requester submits a ticket with a wrong Priority, the Technician will triage it accordingly but when changing the Prioity, the Response and Resolution Due By times are set to N/A. Why is this? THis is very urgent as our SLA reporting is skewed in inaccurate, please help!!
SLA problem
Hi, It appears that the SLA will only react to the operational hours if it is measured in 'hours' rather than 'days'. For example, if I set the resolution time to 23hrs 59minutes it will set the DueBy date based on actual working hours. If i then change the resolution time to 1day, the DueBy date is set at exactly 1 day away, regardless of the operational hours. This means that we can only set an SLA of a maxium 23hrs 59mins as any more than this does not work correctly.
How to script approvals based on multiple values in a Service Catalog resource question
I am really stuck on trying to use a Python script to automate our approval process. I have focused on the script that Gopinath published, but cannot get it to evaluate values in Service Catalog questions, or fields with multiple values. There seem to be a lot of conversations around this topic, and is a critical need for us to automate. My challenge is that I am not a Python programmer, and don't know what data is available in the JSON file to have the scripts evaluate. Hopefully I am just
ServiceDesk Plus - Importing Virtual Hosts and Virtual Machines
Hi guys, Is it possible to manually import Virtual Hosts and VM's via CSV so that they are classified as Virtual Hosts and Virtual Machines? Do I need to specify particular fields in my import file? Basically I want to add my ESX hosts manually via file as I can't import via vCenter, and I don't want to do scans on every host. The reason I ask this is that an import task only appears to list "Server" as an asset type, and not a separate option for "Virtual Host". Cheers, Ben
IT Communications
New Feature request - IT Communications. Similar to attached screenshot. Need ability to create IT Communications that will be emailed out to all employees. Would like to modify layout and add new fields to the notification.
Email notification when closing calls
When we have finished working on a request, we Resolve it if we want to notify the requester but in some situations it is not appropriate to do that so we just change the status to Closed, effectively closing the request. We have set the system to email the technician to let them know when a call has been closed (as it could be closed by a different technician in their absence) but the emails are only being sent when a call which was Resolved is subsequently Closed by the system 7 days later. If
SDP > JIRA - Not passing variables
Hi there, I've finally *with many failed attempts* got the integration working enough to be able to generate a JIRA ticket from SDP. However when we get to Create_Jira_Ticket.html variables like $SUBJECT or $DESCRIPTION aren't being passed into this form. It's also not creating a custom field for $WORKORDERID but I'm not sure if this is something that needs to be created in JIRA? Is there something that I need to change in our Jira.xml? I haven't made any changes to the Create_Jira_Ticket html or
Assign ticket to different site technicians
I have some troubles on setting up assign tickets owner on SDP. Requester A (site A) send out an incident template which will assign the ticket in round robin method. I have setup some business rules on this to hope i can assign to the correct technicians but failed. business rule example: subject= "A", placed in group "A", but still round robin the request to the technician who are not in group A. My perfect scenario: Requester A (site A) incident template submitted, ticket assign to technician
Suppress disabled users from AD for new tickets and project members
How do we hide users from the requester list that had disabled AD Accounts? – Project Member, Requester, etc. Many users start out as a contractor, with an ID that starts with a 9, then they are converted to a full time employee. Example: In active directory, there's a disabled account and an active account. Both accounts are in ServiceDesk, which makes sense, because we don't want orphaned tickets for disabled accounts. But, for new tickets, it would make MUCH more sense for the disabled user to
[SD-83369, SD-81394] Missing scrollbars in Chrome on Changes
When viewing the Change list using Chrome Version 78.0.3904.108 (Official Build) (64-bit), there are no horizontal or vertical scroll bars in the window. Also the arrow or pgup/pgdown keys don't work to go line by line. Scrollbars DO appear in IE 11.476. Also DO appear in Request module in Chrome In SDP Version 10.5 Build 10513 on a windows machines. I've checked multiple users.
[SDF-77581] Change management - Mail notifications
Hi, How can i setup notifications for our Change manager when someone responds to a notification mail for a change request? As of now, the email gets added to "Conversations" in the change request, but our change manager doesn't know this, as there is no notification email sent to him.
Can't change site with rules
I am creating a incident template and I want to change the site field depending on which region is chosen in a region field. eg. If a region is set to "NCA" then the site should change to "New York" But the field rules do not seem to change this/ nor any custom script - eventhough the same setup works for other fields. Is it not possible to change the site field with rules? best regards Max
Removed user with assigned assets
We have AD sync on for our users list to get updated for SDP. When we remove a user in AD that had assets assigned to them in SDP we find that the asset has its assigned into removed also. We was hoping that there was a way to leave at least the department that it was assigned when the user gets removed from SDP with AD sync? Any help would be great, thanks!
Knoweldge management
Hi All, first time poster. I am looking to try and use service desk plus as a repository for knowledge documents for technicians. any idea how to do this or where to start?? thanks in advance for your help
Report- All ticket assigned at least once to a specific group
Hello, I need a report on ALL the tickets processed by a group, for example the "SUPPORT" group. I don't care in what state the tickets are now and to whom they are assigned now, I would like to see a report of all the tickets that at least once came into contact with the "SUPPORT" group. Even if now they could be assigned to another Group, another Technician, closed or any other possibility. thank you very much
scheduled report access under technician role
Hi Team, how can we provide the access to view the scheduled report to technician? which role to be assigned?? please note its only working under admin account. Product Name ManageEngine ServiceDesk Plus 10.0 License Type Registered Version Your Version : 10.0 Build 10013
"Show groups in RequestListview Filters" does not appear in the Self-Service Portal Settings
Dear Expert, After upgrading the system to the release 9336, it's found the option of "Show groups in RequestListview Filters" does not appear in the Self-Service Portal Settings (Refer to the screenshot of 'Production System'), which could be seen and set in the testing system (Refer to the screenshot of 'Testing System'). Please help to solve it. Production System Testing System Build number of our production system is 9336. And we're using PGSQL. Plus, kindly refer to the Support File as attached.
CMDB Associations List View
Hi there, As Admin I can view the CMDB list view below. I find it the most useful. Users with the EnableCMDB role and full Asset Add/Edit/Delete aren't able to see this view? Do they need any additional permissions? TIA, Dave
Task End Date: Estimated Effort
We noticed a behaviour difference (v11004) with a Task End Date when assigning Estimated Effort upon Create and on Edit. When creating a task with estimated effort, the system will save the start and end time correctly: on Save: but when you Edit the same task and adjust the Effort the Scheduled End date adjust to fit the Estimated Effort within a work day (ex: 9am - 5pm): If you then go and Edit the task again and adjust the Scheduled End Date, the Task saves correctly with the new hour set (ie:
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