SQL Query to do a bulk update on Tasks
I am looking for a SQL Query which will do something like IF task_owner is NULL Then get task_Created_by Add TaskOwner as Task_Creator(From previous step)
Approval Process / Pending Approval
Can I set SD so the Request status does not show approved until all the approvers approve the request? Right now, if one approver approves the request it shows the status as approved even if the other approvals are pending.
Notification Workflow in Service Requests
I have seen multiple posts about notification workflow in the Service Catalogue, separate from Approval workflow. Most refer to Email ID to Notify. Here's my take on this and I offer a simple way to quickly implement it. The Approval workflow is a required feature for those times when an Approval is required before proceeding with a request. Your customers also need a " Notification " workflow for those frequent times when someone or a group needs to be made aware (notified) of the request because
Adding options into the Requester Details box (Service Template) - Service Desk 9.2
Hello Community, I am currently in the process of creating a new Service Desk instance to mimic one that is already in operation for my company. The problem that I am having is that I cannot figure out how to extend the options within the "Requester Details" box. This is how it looks on my Vanilla Service Desk: This is what I am trying to mimic: Many thanks and apologies if there is an obvious solution to this issue! Ryan Parker
Service Request Approvals
Is there a way to stop Approval Action notifications to be sent to the Requester of the service request? We are sending out Approvals for folder access, etc. The person who sends the approval and the Requester gets the Approval Action email.
Login issues
Every so often, I find that I can not login to SDP. I am only given the local login vs domain name option, and I am unable to login. When I have someone else log in and look at my account in SDP, I am not assigned to the domain. Once, they change my Domain from None, to my company domain and save, I can get in. Why does this happen? I only see it on my account.
Notify non-technician when an issue is created from a specific incident template
Hi I would like to know if there's a way that I can send a notification email to a user (who is not a technician) when an incident of a certain template is created? Our use-case is where our Human Resources department creates a "new employee" ticket, and we would like to automate the notifications to those who require it. Thanks!
failed imports from active directory
Hi there, great tool, I love it! But: We get around 40 errors while importing requesters from active directory. It seems like the German special characters are causing the errors because many typical German names are missing. How could I solve this? Error Messages: com.adventnet.persistence.DataAccessException: [ImpactDefinition] null, message from server: "Duplicate entry 'Quählen' for key 'ImpactDefinition_UK1'" java.lang.NullPointerException Thanks a lot and greetings from Germany JB
Active Directory Import Issues
I am trying to import users from Active Directory which I have done many times without issues but now I have 3 failed records that will not import. Total Requesters in Active Directory 261 • Added Records 0 • Overwritten Records 258 • Failed Records 3 How would I find out more details of what or why these accounts will not import? OK so I found this in the system log under one of the accounts that it is not importing java.lang.NullPointerException Any ideas how to correct this issue. Thanks
Send email initiaited by business rule with custom field from request template
Hi, We have a form in our request catalog with some custom fields like floor and building. Triggerd by a business rule I want to forward this information to a Technican by email. I want to use the email template from the business rule for this but it looks like as if the templates available in the business rule section are only the templates for incidents requests. Is there a way to solve this? Joost
PieChart and Time Spent
Hello! We want to make a report with chart for us. So, we did a report with time spent, and in that report we make PieChart 2D with axis column - category. And we have this: So here all requests of tehcnican for 1 day by categories. But we don`t want in that chart quantity of request by category. We want spent time of technican by category. How we can do it? Thank you :)
Script for updating Requester field
Hello, I know you can do a mass import of Requesters but is there a way I can do a mass update of a particular field? Basically for around 600 of my 2000+ requesters imported from AD, I need to be able to amend the Allowed to view field to show Department Requests. Rather than go through each one manually I was hoping there would be a way to update them in one. I've already got the below script to identify the records I want to update. SELECT AaaUser.USER_ID,AaaUser.FIRST_NAME "FullName",AaaLogin.NAME
The ManageEngine ADSelfService Plus service terminated with service-specific error %%-1.
I receive this error message every couple of hours on my server. I'm new to this system, so I'm just wondering if I can get some help.
Trigger external program when incident logged
Hi, I've created a business rule that when a user raises a request/incident for a particular category it is automatically assigned to a particular group. I want to take this a step further and assign to a group, call an external program to create a ticket in Jira and then update the request/incident within Servicedesk Plus with the ticket number from jira, then close the incident.... Is it possible to trigger a call to an external program within Servicedesk plus? Thanks Steve
modify login page + pass-through auth?
Hi there, For some reason the pass-through authentication doesn't work anymore. The only change I did was modifying the login page as instructed here: https://forums.manageengine.com/topic/edit-login-page-of-service-desk-plus Can we use both custom login page AND pass-through authentication? NOTE: We did no changes to the computer account info (both in AD and SDP)
missing Add Stage button in Approvals
Hello, We are missing the Add Stage button for Approvals. It don't show when we select the Approvals tab. Attached is a screenshot from the admin guide.
Received error when updating to SDP 9200
I don't see any issues, but I just went through the upgrade path from 9100 to 9121 to 9200 I received the following error during the 9121 to 9200 upgrade. D:\AdventNet\ServiceDesk\bin>UpdateManager.bat Exception occured while extracting EEAR file : server/default/deploy/jbossweb-tomcat70.sar
Java Script for service template > Fields and forms
Hi All I have a service template setup in service catalogue. Wondered if anyone knew of a way using javascript to amend the subject based on one or more of the resource fields. Kind regards, Dave
How to manage assets that are available for checkout?
Our department has loaner devices (laptops, tablets, etc.) that are available for staff to check out. These devices are commonly used by staff members who travel for conferences, etc. Is there a way to effectively manage this inventory? Also, is there a way to allow the requester to view the number of devices currently in stock?
custom script not Execute
Hi I write a script to add some value to a pick list on form dynamically. but it does not operate. i try to use dependency example but not successful. software version in 9202. and my script is : $CS.addOptions("WorkOrder_Fields_UDF_CHAR5",["M", "S", "T"]); please help me to correct this. thanks a lot
Upgrade breaks service desk
Hi I was told this was a known issue but i need to know when it is fixed. When i try to upgrade from Build 9119, 9120, 9121 to 9200 it breaks the service desk. The engineer had to replace the jbossweb-tomcat50.sar with a new version. Please advise when this is fixed. Thanks
Task Creation in Service Catalog Request?
Hi. I am configuring our "New Hire" request form in the service catalog. I'd like to create a task when the request is submitted that pulls information from the request form. For example, in the request form, the HR rep is filling in the new employee's name, office location, manager, job title, etc. I want to create a task for our desktop support technician that tells him to set up a new AD account for the employee. I'd like the task description to include the information that the HR rep filled in
Updating assets with Servlet API and PowerShell Invoke-WebRequest starts to jam after 79 assets updated
I'm updating assets through ME Servlet API using PowerShell Invoke-Webrequest cmdlet. Source material is in XML format where script read assets and updates them to ManageEngine. I'm logging result codes from Servlet API to see how updates have been performing. Current problem: When 79 assets have been updated successfully, API starts to update latest succefull asset over and over again, even when source asset has been rolled over to next. I can see from API result log that it randomly can update
Project Report Status?
There are so many requests for reporting on projects and tasks within projects. When will you be implementing this? Also I see there is integration with Zoho Reports for requests and task requests...is there any integration with SD projects modual? Also, what is the link/relationship to request tasks vs project tasks? Thank you. Gloria
Auto assign incident/request or task at certain time/date
I would like to know if anyone has a rule or a way to auto assign an incident template or task to auto send on a certain time of the week or month to a assigned technician. I have looked and can't seem to find a way to do this. It seems that the incident has to be assigned before a task will generate, but that is not what I have been requested to do. My group wants it to automatically generate on a specific day to remind the technician that it needs to be completed. Weekly/Quarterly jobs/tasks.
Create SDAdmin that does not get tickets.
Just looking to create a backdoor admin that does not get tickets. I have already setup as a local account rather than LDAP authenticated but trying to figure out how to prevent tickets from going to that account. It is in the SDAdmin group.
Create SD admin that does not get ticket
Just looking to create a backdoor admin that does not get tickets. I have already setup as a local account rather than LDAP authenticated but trying to figure out how to prevent tickets from going to that account. It is in the SDAdmin group.
ServiceDesk Plus on Demand - sync users Failed : API100:Operation not allowed. Authorization failed
I have role SDAdmin. What could be reason?
Notification Rules based on Template
Is there a way to change the Notifications based on a request template? Example: When a request is opened/closed with a certain template I don't not want the requestor to get notified at all, but the technicians do get notified. When a request is opened/closed with the default template, I do want the requestor to get notified as well as the technicians. Any way to accomplish this? I tried using junk filters based on subject content, but then all email is suppressed to both requestor and tech. Thanks
Report on Request Status on a Certain Day
Hi all, I'm looking to create a report that shows us how many tickets are open on a certain day. It doesn't matter when they were opened or if they were closed after it but simply on Jan 31st how many tickets had the status set to open. Looking at the report builder the simple date selection doesn't seem to make sense for this report. None of the single date fields line up with this idea. Then using the advanced filtering I'm currently trying to set completion date to null AND opened date to later
WSDL for ServiceDesk Plus
Good Afternoon, I would like to know if it WSDL is support for ServiceDesk Plus. We are looking to us WSDL to pull data into Oracle in order to create a report that will make help desk tickets with Oracle data. Any help would be greatly appreciated. Thanks! Laurie S
Installed ServiceDesk Plus complete then run serviceDesk Server but not start Login screen.
I installed ServiceDesk Plus which I've just downloaded from ManageEngine ServiceDesk Plus website. After installation is completed,I run ServiceDesk Server but It's shown login screen and still show the waiting screen (attached file). What should I do next ?
Can't update
I'm trying to update Service desk plus, but always fail. My version is 9.2 (9200)... My updates installed What can I do?
Template Audit Query amendment
Hi, Would you be able to amend the below, so I can change the query to run the report by our individual Regions please? SELECT serd.NAME "Service", reqt.TEMPLATENAME "Template", COUNT(CASE WHEN MONTH(dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.CREATEDTIME/1000),'1970-01-01 00:00:00'))=1 THEN 1 ELSE NULL END) 'JAN' , COUNT(CASE WHEN MONTH(dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (wo.CREATEDTIME/1000),'1970-01-01 00:00:00'))=2 THEN 1 ELSE NULL END) 'FEB' , COUNT(CASE WHEN MONTH(dateadd(s,datediff(s,GETUTCDATE()
Http 500 Status error when trying to edit new support group
Hi, I created a new support group under the Goteborg site called EU BAU Approval, added in some of the associated technicians, saved the group, exited and then added some more technicians in via their technician records and when I went back to the support group to continue editing it, I got the attached Http 500 Status error message. I have deleted the groups about 6 times and recreated it, however after repeating the same steps above, I end up getting the same error. Do you know what could
enable 'work log' check box by default
Hello It should be possible to configure sd+ so that the 'work log' check box in the resolution would be enabled by default. Thanks
Migrating ONLY Requests
I am moving my ServiceDesk Plus from a physical windows machine to a virtual Linux machine. The Previous setup was very messy and clumsy and i have clean it up dramatically on the new Linux machine. I want to move over ONLY the Requests. Is this possible?
(Separate) Combine the Incident and Service Templates
Hello. I just installed ServiceDesk Plus 9.2 Build 9200. I cannot find the "Combine the Incident and Service Templates" setting at Admin > Self-Service Portal Settings. Please help. Thanks in advance!
Add a column in the pop-up to associate assets to new request
Hi, I'm trying to add "Impact" column to the view used to select assets when I'm opening a new incident (see attachment). How can I do this? Best regards, Sutot
How know current build on DB?
Hello Team Recently our server that is hosting our SDP was corrupted, however today we found a backup from MSSQL, we are trying to restore SDP but we don´t know the build of SDP. Can you share me the name of table where we can find the build info?, please. ASM
Next Page