Add a table in service request description By rest api
hi guys, I want to add a table in service request "description" by rest api. It doesn't work as following code ...<description><table><tbody>.......</tbody></table></description>...
9.2 version of ServiceDesk Plus
Hi all, I have the 9.2 version installed. I see than version 9.2 is wrong, it's really this true? Should I downgrade the servicedesk plus server to 9.1 version? If so, how can i do that with security? Thanks in advance. Rodrigo.
Active Directory Import
Hi, Could you advise what other parameters are available for the AD Import in Users > Active Directory > 'Import Requesters from Active Directory' ? I am trying to see if instead of a AD DN (Active Directory Distinguished Name) you can define an entry (Or would this need a Database change ?). Aim: We would like to assign all our user to a specific site by default, but can't rely on the quality of AD data as the moment someone edits OfficeName the import creates a new Site in ServiceDesk Plus. The
Advanced SPAM Filtering
Please add an advanced spam filtering in (Mail server settings). I mean, defining more than one criteria in a single rule. For example: Sender is "unwanted email" and To is "john@doe.com" It will allow me to get other emails from john@doe.com and block only unwanted ones.
Error while upgrading "relation "servicereq_3601" does not exist"
I'm trying to upgrade ServiceDesk Plus from 8217 to the next version (9000) While backing up the database it shows an error and can't go further Error message: relation "servicereq_3601" does not exist
Converting a monitoring tools alerts into tickets
Hello I would like to to convert our monitoring tools into service deskplus tickets using the Rest Api , can any one help me ?
Close request notification not sending
Hello, When we are closing tickets the automatic closure email does not get sent. This stated happening when I changed the outgoing email account in the admin setup. I am email to send emails from the helpdesk but the system generated emails are not working. Is there something I missed?
Automatic reply with solution
Hi all, I have a question for you... When some incident are create by users is possible to set on automatic reply (with solutions) and close the tickets? Thanks a lot, Davide
Acions words used in body of emails
Where can I find a list of action words that we can place into the body of an email that will update fields or close tickets in SD without going into edit mode ?
Change multiple Requesters at once as a Technicians
Hi all, Is it possible select multiple "Requesters" and change then all at once as a "Technicians"? Thanks!
Tech Notification when ticket reopens via a schedule
Is there a way to get email notification to the technician when a SCHEDULED reopen occurs on a ticket? I see there is an option to do this when a user reopens the ticket, but I specifically need this for scheduled reopens. Thanks
Problem with Title Field from Incident Template
When I create an incident template, I have problems with the title field. When I save a template, the title field disappears and the subject field is not displayed correctly as shown in the screen shot. I cannot remove the title field without messing up the way the fields are displayed. It's very odd.
Service Request Additional Fields
Is there a way from the Request - Additional Fields to convert it so it is common for both incident and service request I see this can be selected from Incident - Additional Fields but it doesn't look like you can configure this if the field was created o the service catalog additional fields menu
Change status automatically
Is there a way to change a request status automatically when it is assigned. Example: When the technician is assigned to the request, we want to change from Open to Assigned.
Business Rules - Not being applied to web form requests
We have an issue whereby a business rule is not being applied to requests created through the web portal. The rule we have states that when a specific category is selected that the request is assigned to a particular group. This does not work. We have a number of other rules which perform this action however these are all based on the subject and are all from requests created by email. When we test these particlar rules via the webform they also don't work. Anyone got and ideas? Thanks #helpthehelpdesk
Upgrade ServiceDesk plus
Can I upgrade serviceDesk Plus from Version 9.0 build 9033 to 9.1 Build 9118 , using the same licence. IF yes How to proceed that. thanks
ServiceDesk Plus 9121 Released
Dear Users, SDP 9121 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9121 SD-62128 : Invalid image url is loaded in login page. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Removing Portal Usage section
Hi all, I would like to not visualize the "Portal Usage" section (see attach). Using this topic ( https://forums.manageengine.com/#Topic/49000005691347 ) I have removed the "Watch this Portal usage video", but there is anything like "SHOW_PORTALUSAGE_TO_USER" in the GLOBALCONFIG table. How can I do this? Best regards, Sutot
AD authentication issue
Hi All ! We have an issue with AD authentication with some accounts. During entering login name on the logon screen, our domain name just disappears from the list. And affected users can login just as local accounts which are not available. At the same time AD authentication works fine for the most other people. Restart of the server didn't help. Any ideas? Thank you in advance Nikolay
Automatic ticket pickup?
Don't know if this has been asked before, but it is possible to make SDP automatically pickup an unassigned ticket if a technician takes an action on it? Adds a note, replies to it, adds a resolution, etc? A dialog asking you if you want to take the ticket if it's assigned to someone else would be nice too. It's a pain when you forget to pickup a ticket, add a resolution, set to Resolved, and it just throws back that it can't do it because Technician isn't assigned and you then have to assign to
Formatting text in Solutions
Does anyone have any wonderful ideas for formatting text in Solutions? I am finding the text editor incredibly troublesome and unreliable. For example: Bulleted and numbered lists do not indent properly. Paragraph spacing is unreliable (extra spaces are often added when I save a topic). No ability to set the paragraph spacing. No ability to use tables. No ability to use styles. Sometimes when I come back to a topic created previously, all formatting has gone wonky, text being cut off the left, etc.
How to add a custom tab to the top navigation?
Can someone point me to where the html template is located in the folder structure so I can add a custom tab in the header that points to another page? I am fluent in HTML, CSS and scripting. I just need to know where to customize the main template. Thanks!
Project Management Module Reporting
I see there aren't really any reports for the project management module. What is the easiest way to create project based reporting? I would like to run a report that shows work log details / summary information. Basically I want to see where my team has been spending time. I want to run a report that shows how and where they spent their 40 hours each week. Ideally, I would like to see the breakdown of work log time tracking across not only projects but also incidents, etc so I can see and summarize
Request type not available in a time report
Why is the 'request type' field not available when using a report that is interested in timespent? I want to be able to find the amount of time my technicians are allocating to incidents, services and other 'request type' functions. If I choose a timespent type report I lose the 'request type' field???
What happened to version 9.2 build 9200?
Is there a problem with SDP version 9.2 build 9200? I have seen a few posts reporting problems, I hear the upgrade file is not available any more, and I just saw an announcement that 9121 has just been released! I am afraid to upgrade right now. What is going on? Diana
Asset bulk insert CSV format?
Hi, thanks for reading! I cannot find any documentation about the format to massive import asset into Service Desk asset module. Could anyone give me an example of the header of the CSV and to which field is mapped? Thanks!! Best regards
QUERY: Daily Time Totals for Technician - Need to add Project Worklogs
I use this query in SD, that shows technician time grouped by date but it only shows worklogs for the request module. Can you modify so that; 1) Ability to change Technician name in query 2) Add Project worklog time in details (not summed) to same query using same fields -- project id could be in place of ticket number 3) Ability to change dates in query Thank you. SELECT ct.TS_ENDTIME "Time Spent Endtime",wo.WORKORDERID "Request ID",wo.TITLE "Subject",rctd.FIRST_NAME "Time Spent Technician",dpt.DEPTNAME
Report on Resolver And Closer
Hi, Is there a way of reporting who changed the status of a request to resolved and closed rather than just who it was assigned to at the time of resolving and closing? I know you can report on who created it. I want to be able to have requests assigned to a "supplier" technician but still report on which of my actual technicians owned the call through resolution and closure. Question to other users, what do you do with supplier calls? Thanks
Create incidents from SAP that contain every runtime information your support people will need
Hi, There is an add-on for SAP systems called STA Ticket System that can integrate SAP with ManageEngine ServiceDesk Plus. End-users can create incidents in the SAP UI and the program will create an incident in ME SDP. It also adds all relevant information (system, program, user, authorization etc. data and a screenshot optionally) to the incident. This is an invaluable help for the support people because it allows them to immediately start working on the problem without having to clarify missing
Server, workstation CI fields
Hi, We've just started using SD PLus with the CMDB option. The server and workstation asset type have a field model and product name. The model can be changed when you create or edit one of these CIs. The product name however is nowhere on the edit screens. Often, the product name is incorrect in our database and I want to edit them to correct them. I want them to be the same as the model. How can this be done.
Request closing issue
Please i need help. We enabled automated close on request closing rules, and it reopens the request if the requester reply the e-mail. The problem is that when a requester configures a automatic reply the request can not be closed. how can i solve this?
After an Update, what files in the Servicedesk/patch/ directory can be removed, which need to remain
Hello! I have an abundance of Folders and PPM files in my Patch directory, and I was curious as to what can or cannot be removed/cleaned up from the directory Thank you!
Change request ID identifier ##Number## to something else.
Hi, Is it possible to change the request ID identifier from hashsign to something else? I would like to chose something more unique in order to avoid conflicts with other servicedesk instances. Best Regards.
Update SDP to latest Version
Hi, I need to upgrade SDP from : from 9.1 Build 9116 to 9.2 Build 920 latest one,am try to download the file in the link below https://www.manageengine.com/products/service-desk/service-packs.html kindly share the link to download latest version.
Missing Description Field on One Template
Somehow the description field got removed while I was changing the requester form. I see it in the left column to add but I cannot drag it from there. Someone has created created another field call description as well which I wouldn't think could be done but I thought I would mention it. Any ideas on how to get the description field back in the template?
Reports for Project Management
Top level management has gotten on a kick about being informed about every move we make in the IT Department. They are demanding weekly reports regarding information from the IT Service desks regarding Incidents both open and completed. They also want reports about new, ongoing and upcoming Projects. I am wanting to obliged them with weekly reports from Project Management. I am not seeing any kinds of query of Custom Report I can create regarding Project Management. What is the best way to
Modify Project Management Template
In Admin Menu i cant find a option to modify template for new project, is posible? Version SDP 9.0
Business Rules by Time Created
We are looking to manipulate new Requests by time of day. I do see there is an option for Operational Hours. However, those options are only "Anytime", "Within Operational Hours" or "Outside Operational Hours". Essentially if you want a time split, you really only have 2 time periods. "Within..." and "Outside...". What we want to do is manipulate requests based on what time they are created but more than 2 periods. For example: Rule #1: 00:00 -> 08:00; Categorize X and Move to Group IT1. Rule #2:
Configuration Wizard - Notification Rules -> Cannot click Solution/Tasks
We cannot Switch from the default tab REQUEST to any other Tab like Solution, Tasks, Mobile Push Notification. This worked for us in some release before. Currently we want to customize the tasks notification, whats not possible. When you go over the tab you can see the JavaScript command in the Status browser bar, but no effect. tested with IE, Chrome and Firefox. Also added Website to trusted sites - no Progress.... Thanks for helping.
Can't open attachment in change ticket.
MSP 9.1 build 9117 when I create change ticket and attached file into the ticket. Then send recommendation to the cab who don't have login account. The CAB can't open the attached file. It seems that need to login to open the file. IN VERSION 8.1 No login to open the file. Please advise.
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