Time Spent and Elapsed Time
Hi, I am extracting some data into Power Bi and I can convert the unix date for such fields as created time but I am not having any luck with fields such as Time Spent or Elapsed Time. What would be the SQL statement to convert this to regular time? Regards,
Updating Request Additional Fields With Deluge (Business Rule/Custom Function) Errors
Hello, I have a business rule set up to run a Custom Function when a ticket is created through email. I want to change the contents of certain fields based on the subject of the email. Mode An Additional Pick List An Additional Sline Category/Subcategory/Item
API - Get All Requests Search Criteria Not Working
Greetings, My SD+ Environment: 10.5 Build 10536 I'm trying to get all tickets (using filterby All_Requests so it looks at everything) for specific accounts. I figured, I could use "search_criteria" to accomplish this, but no matter what I do, all requests
Update Report
Hello, I am using this report to generate list of tickets that haven't been updated in greater than 5 days. select wo.WORKORDERID"Request ID", aau.FIRST_NAME "Requester", wo.TITLE "Subject", ti.FIRST_NAME "Technician", LONGTODATE(wo.CREATEDTIME) "Created
LDAP fileds are messed up after upgrade to 12.00 and LDAP import does not update certain fileds
Hi All, I have a problem with LDAP import after we have upgraded the ServiceDesk Plus to 12.00. The user import is updating from the LDAP, but certain user fileds, like phone number, Department Name, JobTitle are messed up and not right for users. I have
Community Survey
At ManageEngine, it is our continuous endeavor to improve the quality of our products and services offered to our customers and users. As part of this aspiration, we are surveying to understand your needs as a community user and use your feedback to make
Troubleshooting Custom Trigger
I have a very simple custom trigger but it does not appear to be firing/executing. I am curious how to troubleshoot why this is not executing. Attached is a screen shot of the custom trigger. Thanks - Craig Rice
[What's Cooking] Multi Level CAB approval for Changes
Hello users, Multi-Level CAB approvals for Changes, a feature that has been requested by several customers to meet their business needs. CAB approval on a Change might involve recommendations of members from various teams. Say, Network, Infrastructure, Finance, Management and so on. Thus, multi-stage approval can be very helpful to add cab members from different teams and approvals go one after one. After validating numerous use-cases and meticulous testing, this feature is up for the release in
Unable to run custom scripts
Hi All, I am really stuck and i am trying to run same as in :- https://pitstop.manageengine.com/portal/kb/articles/how-to-update-a-request-based-on-certain-values However i get :- Traceback (most recent call last): File "update_request.py", line 4, in
Error when run RestoreData.bat version 11.204 error tables: wordmap, wordoccurences errorlog,softwarelist,softwaremanufacturer detail: key appl_id=9(1) already exists. call getnextexception dupplicat
Please Help me, I run run RestoreData.bat version 11.204 Run: .\RestoreData.bat ErrorPlease help me
Deluge custom share script not work
Hi, I want to use this script to share request in some stage of RLC: url = "http://SDP:8080/api/v3/requests/"+ requestObj.get('id')+"/share"; headers = {"technician_key":"4991FCB9-9781-4EE3-AD37-8DB86829C46B"}; input_data = { "share":{ "technicians":[{"name":"Mike
Integration with Microsoft Teams
i am trying to integrate microsoft teams into manageengine servicedesk plus but it seems my chat bot is not working, i try to type /overview command but it does not respond at all, am i misconfigured
Sorting items in Scheduled Request view
When there are many Scheduled request I want to sort it by date or by Contact or by Account. Now, Scheduled requests are not sorted at all, even the new Scheduled Request has been usually inserted somewhere in the middle.
Set asset automatically
Hi, How I can fill asset filed with requester's assigned asset automatically. in other words when an requester submit a request, his asset set automatically
User Survey
User Survey - Define Survey Is this funcionality working?
Auto change requester based on CC from email
Hey there wondering the best approach or if anyone has already done this, possibly with a trigger. If someone emails me (a technician) i often if i am on the road, create a work order by forwarding that mail to our service desk email address. Unfortunately,
missing ; or incomplete statement
Hi team, I am writing a sample custom function to invoke a thirdparty url, but getting error such as missing ; or incomplete statement. Pls suggest. vResponse = invokeUrl [ url : https://smartops.aocc-staging-lon02-b3c-7dced0308bf9da27b6e714d1d05f7137-0000.eu-gb.containers.appdomain.cloud/api/ititl-events/ultratech
Change Templates - template the fields in other stages (i.e. Planning, Implementation tasks, Review, Closure)
(Request made with respect to ServiceDesk Plus build 9010 Enterprise) Our organization has a number of Changes that fit certain deliverable criteria and need to be able to template these deliverables and implementation plan components in the 'Planning' Stage fields: 'Impact', 'Roll Out Plan', 'Backout Plan', 'Checklist' and 'Downtime'. Additionally, we would like to template the Implementation stage Tasks that go with the record as these are defined by the same criteria. Would like to initiate
Automatic duplication of Request
Our current system allows us to have Request Templates that can spawn multiple Requests from a single entry, each with their own Category, SubCategory and Item, dependent on what was selected in the Template. Is there a way to build this into an SDP Template
An Error occured while creating a report is sdp
Hi, When technicians try to create a report, SDP gives an error like the image below: my sdp version: 11311 my sdp DB : SQLServer
Masterclass 2022 - Episode 2: Delivering exceptional IT service experiences with ServiceDesk Plus (March 31)
Hi there, The ServiceDesk Plus Masterclass 2022 series is back with the second episode! In this session, we will discuss how you can deliver great IT customer service to your organization in a hybrid work environment with ServiceDesk Plus. Service management
[SOLVED] How to skip the forced backup - Windows - Error
https://www.manageengine.com/products/service-desk/on-premises/faq/upgrade-installation-backup.html#SkipForceBackup on the website is specified (but is incorrect): set JAVA_OPTS=-Ddb.home="%DB_HOME% -DSkipForcedBackUp=true" closing quotes must come first
Email Commands - Interrupt EditRequest Operation if Ticket Closed
We are leveraging the Email Commands feature to create, edit, and close tickets via email. I've noticed that if I send an OPERATION=EditRequest command to a ticket that is already closed, a new ticket gets opened instead. I would like the command to get
Best Practice Removing Technician but keeping tickets assigned
What is the proper way to remove a technician but keep all the closed/resolved tickets that were assigned to that tech assigned? Example I have Tech A who closed over 200 tickets, and Tech A left the company so we removed him as a technician, and now
ServiceDesk Plus 13000 Released !
Dear Users, We're happy to announce that ServiceDesk Plus version 13000 is now available. The latest version introduces behaviour changes , new features and several enhancements to further improve your experience with ServiceDesk Plus. Behaviour Changes
Create a report of Requests grouped by Dependents
Hello. I would like to know how to create a report that is grouped by a Request and then under it, all of its dependent requests. See attachment for example. Thank you.
Is There Projects Report for % Projects Details Available Per Unites?
Hi Community, We are part of PMO and we looking forward to have below Measurements as Advance Report: (A) Project Details: 1- Project Details Available: If yes will take 100%, if no will take 0% By the end, we will take % Average of Projects with Details
Mandate reply to request in RLC
Hi, How to mandate reply to request in some stage of Request Life Cycle? I want to force First Response with manual reply for technician in RLC. What should I do? SDP v13.0.00 DB MS SQL Thanks for helping
CR needs to be logged before 1 PM on the previous day
Need help for generating script for a condition where CR will log before 1 PM on the previous day Condition will be like this, CR entry date by owner will be = Scheduled Start day (00:00:01) – 11:00:00 my SD plus build No - 12000 DB - MSSQL 2012 I have
Forgot password option for customers
Hello, I know that is an old request but I think this is a must. Thank you.
Approved Status incorrect after Approver is added.
Hello, Once a request is "Approved" and technician adds another Approver the status for the added Approver in "Approval Details" is "Pending Approval". However, the status for the request remains on "Approved" and therefore it is incorrect. We expect
Task notification to a support group
Some technicians don't receive notifications when a task is assigned to a support group. If a request is assigned to a support group the notification works and when a task is assigned to a single user too. I can't see differences between technicians with
help.servicedeskplus.com redirects to proprofskb.com
Why does https://help.servicedeskplus.com/agent-deployment redirect to https://www.proprofskb.com/login/ where I need to register with my email address and telephone number just to access support documents?
Allowing API key generation for technicians
How to allow technicians to generate their API keys, it seems the option only showing for admins the section is missing currently for technicians as showing below Version 12.0 Build 12000 Technician Adm
Prevent duplicate create request from same email during 5 hours ago
Hi, I used from cloud monitoring tools that send failed action mail to SDP incoming mail address. I want to prevent duplicate request that generate during 5 hrs ago with same subject. What should I do? Do you have any solution to resolve this? Thanks
Duplicated output after executing script on submission phase to auto populate the description field.
Hi all, I am using a variation of David Barrante's script (https://pitstop.manageengine.com/portal/en/community/topic/populate-the-ticket-description-based-on-a-field-selection) but for some reason, SD+ keeps duplicating the output in the Description
Custom Query Report
Need a custom Query Report with the following: Software Name Software Version Department Computer Name Last successful scan I want to be able to modify the query to change the software Name and Department -Dave
Script Idea: Parsing Request Description, paste Email Address in UDF Field
Hi ManageEngine, I would like to have a script (best in Deluge) which parses the description of a request and extracts all email address found. I would like to "paste" all these into a specific field (UDF) for further processing. I worked on a Powershell
Is There Projects Report for % Tasks Compliance ?
Hi Community, We are part of PMO and we looking forward to have below Measurements as Advance Report: (A) Task: 1- Tasks Assigned to Owner % Average of Tasks Assigned to Owner as per Project. 2- Tasks On time and On-Schedule (Not delay based on Scheduled
Could not find valid certification path to requested target,so kindly configure to apply Trusted/Self Signed Certificate
I have enabled POP based mail retrieval on sdp latest version and upon saving it says: FAILURE :Email Settings saved successfully. Could not find valid certification path to requested target,so kindly configure to apply Trusted/Self Signed Certificate The mail server is a linux one where pop is provided by dovecot
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