Onboarding - Notifying tasks consecutively
I have created a new onboarding template which I've placed under the Service Catalog. Now I need to add 3 tasks. These tasks are dependent on each other and have an auto assigned technician. I am needing some advice on how I can notify the technicians consecutively as one task gets completed. I would really appreciate some advice from anyone who has a similar setup or the know how. I don't require an approval process as the appointment has already been approved at this point. So this is to start
Prevent access to Survey Reports
Is there a way we can restrict access to the default Survey report folder? We'd like to limit this to only managers and not a general technician. This role makes it seem it's intended to manage survey reports but any technician with view access to Reports can see the Survey folder. I also don't know how to interpret the highlighted text. Does this mean that based on which module a Role has access too will dictate which reports it sees? Testing doesn't seem to validate this? SDReport This role, by
[SD-80358] Invalid value specified for the parameter "moveAssetsAlso".
Hi All I would like to request help from you all. Recently I am trying to import AD to SDP, but it shown this error even I have unchecked the "moveAssetsAlso". Do anyone facing this issue before? . Thank you in advanced. Regards Kelvin
Delete report
Hello I have several reports that i have customised and saved in a new "folder". I would like to delete them but i only have a edit button. How do i delete them ?
ServiceDesk Plus: Mail Server Settings
Hi, Im trying to use google mail servers to relay the emails from ServiceDesk Plus, I followed all the settings as per the google help page (here) but im getting the following error. FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. Can you guide me, I am currently using the ManageEngine ServiceDesk Plus 8.2.0 trial version and would like to deploy it within my organisation in the near future. Regards,
Services affected by Incident
Is there any way that I can use to detail the affected services by an incident. Pretty similar to the affected services field that is located in changes and problems
Trigger when problem is changing status
Hello, i would like to ask about trigger when problem is changin status for example is closing. This option is available with Request (in admin menu as Custom Trigger) where i can run powershell script but i don't see this for Problem.
Generating Support File
Hi, In case we need generate Support file through "Community tab/Support tab -> click and generate support file", will there be a load on the tool? Can some one pl throw some light on this? Should we carry out the activity only in non-working hours? Regards R Karthikeyan
[SOLVED] Service Desk Plus - Rest API All Requests
Hi! Documentation for REST API has information about operation GET_REQUEST (demo on-premise) where request ID is required ( http://<servername>:<port number>/sdpapi/request/<request id> ). Is there any possibility to obtain list of requests created during specified day (let's assume all requests created today)? I've based on given documentation: https://help.servicedeskplus.com/api/request-operations.html$view Thanks in advance for response!
Business rule for a particular word in the subject
Hi there, I've currently got a business rule to auto categorise a keyword in the subject field which is "ability" But it appears that words such as "availability" that has the word "ability" in it, get run by the business rule where I don't want it to run. Any ideas on how to get this to rule to work for only the "ability" word?
[SDF-82355] Hide "Generated by" in Report
Good Day I was wondering if there is any possibility to hide the "Generated by User" in a report. We send these to our customers and we do not want them to see who created the report. Thank you very much for your help.
Extract Notes as Readable Text using API
Hi Pitstop Community, I am trying to extract notes from a ticket in a reader friendly format. I have used an online powershell script from pitstop to extract certain parts of request, construct an email with HTML and then send this to a distribution list. Extracting the request details is straight forward (some example) as below but I cannot find notes. #Add Request fields values as needed $ticket = $obj.request.WORKORDERID #Request ID $notes = $obj.request.NOTES
[ForYourInformation -10] Auto-delete users that no longer exist in the active directory
Hello folks, With ServiceDesk Plus, you can now sync the deleted requesters/technicians from the Active Directory. Syncing of deleted users happens after a user import. Once the sync is done, it shows you the list of deleted users from AD. You can delete the requesters and technicians from the list. For requesters, auto-deletion can be enabled so that when a requester is deleted from the active directory, the user will be removed from the application as well. However, technicians have to be deleted
ISREAD
What does "ISREAD changed from true to false" mean? It's from Request History
Powershell API v3 "Get All Requests"
First off, here's my code: $header = @{TECHNICIAN_KEY=$ApiKey} $params = @{input_data=$input;format='json'} $Uri = $SdpUri + "/api/v3/requests/" $result = Invoke-RestMethod -Method GET -Uri $Uri -Headers $header -ContentType "application/x-www-form-urlencoded" $result | select -expandproperty requests | select id,subject,requester By description, this is supposed to get all requests. However, it is only returning the latest 10 requests. I need to be able to get more than that, as I am attempting
[ForYourInformation -9]: On behalf of field in request form can be managed by FAFR
User On-Behalf-Of: This feature in Service Desk is to support the creation of a new request by a user On-Behalf-Of another user. A Scenario to understand this feature: Tom finds a login issue with his Laptop, he needs to log an incident ticket regarding this case, however, he is already locked out of his Laptop, Andrew his colleague helps him to log the ticket in Service Desk using On-Behalf-Of feature. Notifications like request creation/resolved/closed/survey will be sent to both requester and
How to remove default "Helpdesk" dashboard?
Is there a why to remove the "helpdesk" dashboard?
Outgoing E-mail Notifications
I am having some issue regarding the outgoing automated e-mail from the system. I have some screenshot that will help describing my situation here. The first and second picture are not the e-mail we are expecting, and we cannot find out the problem that caused that e-mail being sent. Meanwhile, the third picture is the one we are expecting. We sent two different e-mails with the same account, and with the same content and subject, but receive a different return. I was wondering why this could happen.
update to 10500 failed
Hello. i have SD version 10021. Hosted on CentOS Linux release 7.6.1810. Update to 10500 failed: INVALID NODE:customPatchValidator INVALID NODE:autoCloseDelay INVALID NODE:customPatchValidator INVALID NODE:autoCloseDelay INVALID NODE:customPatchValidator INVALID NODE:autoCloseDelay Pre Invocation in progress 2% Completed [-] It is recommended to take a backup before upgrading. Please note that the backup may take a while. Input Yes to proceed or No to
Dropping Time and Time Zone Information from Date in Scrip
Hi everyone, I was wondering about how I could take the value of the below and drop everything following the date. I don't need the date-time, just the date. This is extracted from a field to be put into the subject for easier management. $CS.getValue("GUDF_DATE1"); The value pulled from the field is very long and unsightly for a subject line. Is there any way to do this? Is the scripting language vanilla JavaScript? Or is it something a little more esoteric? Thanks, Devin
Way to change the default message "Request does not fall under your premitted scope. So you are not authorized to update the same"
A technician use the "Edit" button to update a request, after she/he assign the incident to another group which she isn't part of the group (and the account are not allow to view all request). The above message appear "Request does not fall under your permitted scope. So you are not authorized to update the same" Is there way to change this message? Or can it just close and return to the Request webpage. Regards
Service Catalog & Product Price
Hi I'm testing v10 currently & looking at refining our self service portal further. Here is the scenario. For a Service Requests for new IT equipment, a) I have a form & with a resource for 'New laptop' b) I have a drop down of available laptops which has been populated by adding options from the asset list c) Each asset has a price associated with it Qtn. How can I get at those prices to display a cost total to the end user or calculate a total for approval? Currently, I have a script which includes
Business Rule to convert issue created via email to request template
Hi there! I have a business need to be able to convert an issue ticket that comes in and is created via the email process to a request template. The reason is that the issue templates don't have the ability to have tasks assigned by default. Is there a script that we could execute in a business rule to convert the incoming ticket to a service request, instead of it being an issue. That way we can have tasks on the ticket by default. If there's another solution you can think of, I'm open to suggestions.
Applicaton Throwing Error processing request
Hello Support Team, Sometime i am getting error in all the browser when accessing the SDP application- "Error when processing request". i did not find the resolution for this. thats why i restarted the application everything running smoothly. We are using build SDP 10012. Please refer the snap attached herewith and help me to isolate this issue, Thanks Regards, Subrata Pradhan Mob- 9874562570
Add the approver stage
Greetings, team. When creating an incident, it is necessary to add the approver stage for a specific employee through custom trigers. Tell me, can anyone have a ready-made script? Thks.
[SDF-60131] Notify VIP Requester when a new request is created
Hello, We currently have an email notification setup to reply to the requester once they have logged a ticket. I would like to exclude 'VIP' users from receiving the standard reply. I have setup a Business rule that sends 'VIP' users a different response. But at the moment they are getting both the standard reply and the new business rule reply. Please kindly assist. Thanks T
Error starting Manage Engine Service Desk Plus
Hi, I'm have installed Manageengine Service desk plus 10.5.13. the installation finished with success under root directory/Manageengine/ServiceDesk when o tried to run ./run.sh it throw the below [root@itca bin]# sh run.sh JAVA_HOME : /root/ManageEngine/ServiceDesk/jre SERVER_HOME : /root/ManageEngine/ServiceDesk DATE : Sat Sep 14 03:20:47 CEST 2019 Error occurred during initialization of VM java/lang/NoClassDefFoundError: java/lang/Object No error logs in the logs directory. please help
System Notifications
Hi I am using the change module and have noticed that my system notifications are not working. when a change is raised me as he change owner is not receiving an email stating it has been raised. I have checked the settings and all appears to be ok. I have tested it by ending a notification from the actions button and appears to be ok. It is just not working during the workflow. the workflow has also been configured to notify change owner during each stage.
upgrade getting failed while upgrading from 9317 to 9335
Hello Team, I'm Facing serious problem while upgrading and upgrade getting failed while upgrading from 9317 to 9335. Your Quick response will be Much Appreciated...
Problem with attachment in email
I have a problem,When I add a picture o document with a email for answer any request. I look this message " the value indicated for attach is not valid". The problem began since update for the version 10.5 Construir 10512. If anyone can help me as soon as possible. Thanks
Linux install pre-requisites
What are the pre-requisites to install SDP on Linux? I'm trying to install it on an Ubuntu 12.04 box using the console and all I get when I run the file after applying the permissions is the following: Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. ................................... ................................... ................................... ...................................
Send Email Notification Failed
Hi, I have a SMTP relay for Office 365, I have printers, Linux systems working fine with the SMTP relay, but I just deployed ManageEngine for the first time, I tried to set up the Email for this, but I'm getting an error, here is the log. Any Ideas, I know it says permission denied, but the same relay is being used in different systems and with the same email and they work fine. Caused by: javax.mail.MessagingException: Could not connect to SMTP host: 192.168.x.x, port: 587; nested exception is:
[SDF - 82209] How can I create a webform from template
I have a request and I have created a custom template. I have chosen Mode as Webform. But, the user wants to see this without logging into Servicedesk plus and create a ticket. He wants to use the webform directly like a URL that can be placed in our Intranet website and they can go and fill in the form and submit it. Can it be done?
Query to find duplicate requester records
Hi, Because of a change in e-mailaddresses some requesters are registered twice after AD-sync. I am trying to create a list of requesters with two records in the database. I have made a query out of gathered information from the forum to get a list of double records of users, so I can remove the . The query shows all users that occur > 1 times in the database. Only, I'm missing double records in the results. SELECT AaaUser.FIRST_NAME, AaaContactInfo.EMAILID FROM AaaUser INNER JOIN SDUser ON AaaUser.USER_ID=SDUser.USERID
[DidYouKnow -7] Best ways to track first response on requests
Learn different ways to track the first response made by a technician and stay efficient. Let's imagine a user is unable to perform an online transaction using his login credentials. He creates a help desk ticket without a mention of the actual error message. On noticing the ticket, the IT technician calls the user to gather more information on the issue. After he gathers the required information, he starts working on the resolution of the issue and forgets to update the first response in the application.
Rarely used licenses
Hi, How is the 'rarely used licences' (Assets - Software - Software Summary) calculated? My organization is looking for a way to gather statistics about rarely used software and i need to know how the data is gathered, calculated and how a license is classified as "rarely used". Also, is it posible to get data on how frequently a licensed software is used per user/computer?
SLAs - Marked Against Technician
Hi, If technician 1 has a call in there queue, which then violates the DueBy or FirstResponse SLA but then techician 2 then closes the call, which technician does the SLA breach get recorded against? Thanks Andrew
Report showing technician assignments
I need to run a report showing how many tickets a technician assigns and to who
User Management - Technician change from history
This report is to find who changed the technician on a request and how many technicians handled the request. To make any changes to a query, refer to the KB article below. https://pitstop.manageengine.com/support/manageengine/ShowHomePage.do#Solutions/dv/24000633501275 SELECT wo.WORKORDERID "Request ID",
wo.TITLE "Subject",
aau.FIRST_NAME "Requester",
ti.FIRST_NAME "Technician",
std.STATUSNAME "Request Status",
pd.PRIORITYNAME "Priority",
longtodate(wo.CREATEDTIME)
How to hide Request Properties from Requester in Manage Engine Service Desk
Hello, How i can hide the Request Properties from Requester in Manage Engine Service Desk, i just want to hide the Technician Field. Thanks
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