SDP > Jira -- What controls the list of "Projects"
In Service Desk when I select the Option to "Associate New Jira Issue" what controls the list of Projects in the dropdown? I am missing a few of my projects here and therefore cannot link them. What controls this?
[SDF-41689] Filter - x conversation(s) for waiting reply
Hi, I've had a request for one of my groups to create a filter to view tickets with conversations that are waiting for a reply. They're visible in the request list with a red envelope, so the system identifies that they're there but I can't see a way of making a filter for it. Is it possible? Cheers, Dave
How to ignore "Required" fields when Custom Function Executes?
Hi All - I have a Custom Function that "cleans" the Subject if it contains certain characters (i.e. FW:, RE: etc). The problem is I also have required fields on my Incident Template therefore when a ticket is created by email, the Function executes but
Tasks are not added automatically after request is created.
Hello there, The tasks added to the incident template are set to be created automatically when the request is created. When I created a Request from REST API with incident template, the tasks won't be added automatically. How to get the tasks added
Custom logon hours report
Hello Community Member, I have a query, i know there's a template for logon hours on the latest SDP, but what i want is logon hours per day or yesterday, is there anyone can provide me with the correct query? Thanks
Create a test server to test updates
We are trying to create a temporary test version of ServiceDesk Plus nuild 11308 and have followed the steps on your website at https://pitstop.manageengine.com/portal/en/kb/articles/how-to-build-a-test-environment-for-servicedesk-plus We are licensed
Find list of attachments on a conversation via API?
Hello, I've noticed that the SDP web interface uses: /api/v3/requests/(request ID)/notifications/(notification ID)/attachments/(attachment id) to download a file attached to a conversation item on a request. I'm able to get the notifications via /api/v3/requests/(request
Service Desk Server is not running
Good Day sir , i face this error when trying to run ( StartClinet.bat ) I've restarted the server , the services and even resorted the SQL Server DB , any suggestions !!
RDP
Hello Team, I was wondering did ManageEngine ServiceDesk Plus developers stopped using RDP remote control since they have remote control option End Point Central agents? We would recommend you use that. If yes, why am I still able to see it?! Question
Custom Scripting Help
I am trying to create a custom script where if someone selects something in a specific field on our on-boarding form, a confirmation message appears asking them if their new hire needs to have permissions to that system. I have the message part down,
Delete Survey and Resend
Is there a way to delete survey where user choose wrong rankings and resend the survey to that user? If not is this a future feature?
Login to the sdp program by clicking on the link without entering the username and password
HI I want to enter the sdp program when the user clicks on a link similar to the one below. What I mean is that the user can log in as a normal user without entering the username and password in the sdp program. Of course, I know that this has some security
[Tips & Tricks] A Custom Dashboard Widget to View All User’s Requests
One of our Community users came up with the following requirement. Most of the users in her organization had problems in finding the page to see all their requests. She requested for a widget in the dashboard to display few request filter which is most
Query for find type of users
hi, I need a query to find out if the user is a technician or a requester. Actually, I need a query that will show me a table with the following columns: 1- user display name 2- user ID 3- User type (Requester or technician) my sdp version is 12007 my
Request Queue Hopping
Is anyone monitoring this forum anymore? Your Version: 13.0 Build 13000 Database Type PostgreSQL 10.17 Requesting assistance to build a report to identify queue hopping of requests. Report #1 (Details) Request ID
Conversation reply include requester message?
Hi, apologies is this has been covered elsewhere - I have a default reply template set up that contains $Description ( so that a user can see the text of their message underneath my reply to them) Imagine the following conversation: Requester: "I am having
Why is Deluge not available in Release module
We want to create a release through change automatically using deluge. And yes we can create a release but we also need to associate the change. So why are not "Custom Function" available for Release?
Changing Default Postgres Password
Not sure if anyone else has run into this issue but I installed the free version of MSP to test the software and I have followed the guide (Change default Postgres database password (servicedeskplus.com)) on how to change the default postgres password
Adding Documentation to Assets
Hello, Is there a way to create a new tab for assets for Server Documentation, we're trying to keep all relevant information in SDP, so we don't have to use a different product for Documentation. For example a Web Page tab to provide list all relevant
Incident Report with Scheduled Start Time
Hi, Does anyone have e Report where you can see what incidents have a Scheduled Start Time today. Hope anyone can help, not that good with the SQL in SDP
Checklist - Include in Tech Report?
Hello, If I want the answers to associated checklist items to be pulled in a technician report, how would I go about doing that? Thanks, N.
Insert rows into COMMENTS table-SQL Server on-premise
Build # 13.0 Build 13002 Does the COMMENTID column in COMMENTS have the identity specification property set to YES? We are looking to move our existing implementation of ServiceDesk to SQL Server on-premise. The ID column properties for identity specifications
Ticket notes and status automation, based on description
Hi, SDP Team! Is there a way to automate ticket notes entry and status change, based on specific keywords in the ticket description? Scenario/details: One of our backup systems is configured to send a daily report to our SDP instance (via email). This
can not connect
We have SDP installed on prim, Ubuntu server. Issue we are having is that we can not longer connect to the webpage shows not response. nothing has change via configuration or networking. the services is running. database is running. But still no dice.
Mandatory fields for survey
Greetings. One of our customers wants to use the surveys for keeping a track in the atention, but he noticed that it's not possible to make a question as mandatory and because of that, most of his surveys are sent without completion (for example you are able to answer a survey that has 5 questions by only checking 2 or 3 of then). Could it be possible to do so?
url to a certain category template...
Hi, I want to use a menu-item in a Joomla instance that will point to a certain template category of the ServiceDesk Plus... When i click on each template category the url (that is shown) = http://r00vmonitoring:8080/Templates.do?module=mergedRequest How can i directly point to a template category (with the sub-items) from outside the ServiceDesk Plus? Greetings, Dirk
Auto-assign tickets based on requester / subject
Is there a way to auto assign a ticket based on who the requester is or what the subject contains?
Login to the sdp program by clicking on the link without entering the username and password
HI I want to enter the sdp program when the user clicks on a link similar to the one below. What I mean is that the user can log in as a normal user without entering the username and password in the sdp program. Of course, I know that this has some security
Query Report for Request's History data
Hello, I am deploying a new instance of SDPlus and the customer is asking me if it is possible to run a report that gather the same data that are available on the History tab of a request (see attachment). Could someone help me on identify what tables
Unable to close or delete Projects
Hi There are some old projects in our system which need to either closed or deleted. The technician created this projects left and AD account doesn't exist now. As a project admin i am trying to delete this project but i am getting the below error message.
How to auto-send a file to a requester if a technician edits a form
I am new to ManageEngine but working to set up a work request system for my company. Reviewers and technicians have a field called "MOC Required?" which gets a simple "yes" or "no" from a drop down menu. Is there a way to script the field to automatically
[SDF-60192] SDP onPrem - CustomView of Solutions
Hi we want to have a "CustomView" of the solution in SDP, the current / original view is not realy useable. In the overview we need only the Title/Topic of the solution and not the additional of the first lines from the body The yellow marked field should
Project risk tracking
I would like to be able to track project risk (defined in a manner that we choose) for every project and have the ability to report on organizational-wide project risk for our project oversight committee.
ServiceDesk Plus iPhone APP deploying with XML Configuration
Hi SDP Team, i want to deploy the ServiceDesk Plus App on our company iPhones and didn´t find something about XML configuration in the knowledge base. Is there a way to deploy the app with configuration file ? the goal is configuration of the SDP Server
API Response Error - Status Code 3001
Hello, I am trying to query the CMDB endpoint using PowerShell, please see example code below: $url = "http://localhost:8080/api/cmdb/ci/list/all" $apikey = "myKey" # Note this is redacted $token = @{"authtoken" = $apikey} Invoke-WebRequest -Uri $url
Connecting a request with Asset Management
Hi All I am a new user for Managengine. I want to ask if it is possible to connect a request with an asset. I have template for requesting an asset and I want to connect this request with an asset so that for example I have 3 items and a users request
New reply on closed ticket - behavior
Good Day, If a Requester is answering with an e-mail to a closed request, we are currently using the option "Append the reply as conversation to the request and notify technician." However, the Notification for the technician is very small and often is overlooked. If we use the option "ReOpen the request always.", the technician is forced to go through the whole Life Cycle of the ticket again. If we use the Notification Rule "Alert(or Notify) technician by e-mail when there is a new reply for the
"Resolved" requests aren't reopened after the Requester response
Hi, Before, our requests were always reopened after they were resolved if the client sent a response (from "Resolved" to "Open"), we base our quality management system using this flow. After the Update (10.0 Build 10014) something changed, and the requests are NOT reopened, they remain in "Resolved" and the answers are attached, the status of the request doesn't change. Is there any way to change this? Thanks!
Requests automatically reopens after closure
I recently upgraded to ServiceDesk Plus 8.2 build #8210. After this upgrade, I'm having problems with closing requests. When I close a request, everything looks ok, with no error messages. The request is also removed from the list. Within a couple of minutes the request is automatically reopened (with no user-interactions). I have not changed any settings for many months, and this problem occured only after this last upgrade. This is kind of annoying as when the request is reopened, it also sends
Requesters able to re-open tickets.
Hi, Using settings below a user has still been able to re-open a ticket by replying to a ticket. Do you want to allow Requesters to reopen their own requests ? -> Set to "No" When the Requester replies to the Closed requests. Perform the following: -> Set to "Append the Reply as conversation to the request and notify technician." The history show the ticket was merged (I assume to create a new ticket) Request Merged , Performed by : <USER> Request ID 3809 is added as conversation for the request.
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