Custom Scripts
Establishing Field Dependency in ServiceDesk Plus Using CSV Data and Field/Form Rules
This Knowledge Base article outlines the process of establishing field dependency in ServiceDesk Plus using CSV data and Field/Form Rules. By following these steps, administrators can enhance the flexibility and efficiency of form interactions, ...
Adding Attachments to a Request in PowerShell
Requirement: This article guides users on how to add attachments to a request in PowerShell from a specific location. The provided PowerShell script simplifies the process of appending attachments to a request, facilitating efficient automation. ...
Populate user names along with their other informations in a request additional field
Requirement: This sample script is to populate both technician & requester names with their other informations, (eg: MobileNumber, Jobtitle, Department etc) in a request additional fields The username will appear in an additional field within a ...
Bulk request edit via python script invoked from command prompt
Please refer to the below link to install and configure python on the server. https://pitstop.manageengine.com/portal/kb/articles/how-to-setup-python-on-the-server/ Steps for configuring the script: Extract the zip in a particular location, eg: ...
Bulk User Delete based on Domain via python script invoked from command prompt
Please refer to the below link to install and configure python on the server. https://pitstop.manageengine.com/portal/kb/articles/how-to-setup-python-on-the-server/ Steps for configuring the script: Extract the zip in a particular location, eg: ...
Bulk Request Delete via python script invoked from command prompt
Please refer to the below link to install and configure python on the server. https://pitstop.manageengine.com/portal/kb/articles/how-to-setup-python-on-the-server/ Steps for configuring the script: Extract the zip in a particular location, eg: ...
Data Migration - ESM Build
Requirement: All the tickets that are assigned to specific sites has to be moved to a corresponding instances that are built for the sites. For example: Site A ticket from IT instance should be moved to Instance A. The tickets once moved should be ...
Set SLA automatically for a service request using FAFR
Requirement: Set SLA automatically for a service request depending on the requester site. Usecase: Let us consider a scenario where SLA has to be set depending on the requester's associated site. To do this, we need to create the required SLA list ...
FAFR script to populate drop down list of emailIds to notify for the requester.
Requirement: Populate "Email Ids to Notify" field dropdown for requester login. Steps to follow: 1. Goto the required request template >> Field and form rules > On Form Load 2. Paste the attached script content and save it with a name. var ...
Dynamic loading of field data from an external CSV file
Requirement: Load data to additional fields dynamically from an external CSV file based on another field value. Usecase: Assume, a request template includes three additional fields: 'Client Code,' 'Client Name,' and 'Client Address.' When a pick-list ...
Duplicate Request Using Custom Menu
Use Case: Script to duplicate the request in a single click. Note: For builds above 11204 duplicate_request.zip without the fjar fix. Execution Steps: 1. Place the attached HTML under ..\ManageEngine\Servicedesk\integration\resources - folder. 2. ...
How to populate requester details in request additional field
Requirement: Populate requester additional field information into request additional field. Usecase: Let us consider a scenario where certain employee details are imported from the Active Directory into User - Additional Fields. The business ...
How to create service requests through email using Business Rule
Note: Template can be modified directly using BR from build 11.3 This post describes the use of a python script to create a service request through email based on keywords in the subject. When a request is created with specific keywords in the ...
Company logo in Request Print Preview
It is important to have the organization/company logo in the print copy of the request as it is a part of the access management procedure requested by the audit team. As per the current application design, having the organization/company logo in the ...
How to close linked requests when a parent request is closed.
This post describes the use of a python script to close all the linked request when a parent request is closed using custom triggers. Use Case: We get tickets which are getting reported for the same issue but different end-users so that once we ...
How to update a request based on certain values.
This post describes the use of a python script to update requests based on values given in the request_properties.json file. This action can be performed using Custom Triggers. UseCase: We have a Service template for account lockout/password reset. ...
How to auto-create request for contract expiry.
This post describes the use of a python script to auto-create requests for contract expiry using Custom Schedules. Use case: If the contract going to expire in next 7 days, we can create a ticket with the details for the contract in ServiceDesk Plus, ...
How to automatically create multiple child requests from a parent request based on the resource question values (Copying parent UDF fields, Resource Information and parent attachments)
Deluge Equivalent: For builds 13002 and above: https://pitstop.manageengine.com/portal/en/kb/articles/create-multiple-child-requests-depending-on-a-resource-question-13002 For older builds: ...
How to automatically create multiple child requests from a parent request with a configurable JSON file (V3) (Copying parent UDF fields, Resource Information and parent attachments)
Deluge Equivalent: For builds 13002 and above: https://pitstop.manageengine.com/portal/en/kb/articles/create-multiple-child-requests-13002 For Older builds: ...
Automatically close request after successive approval reminders.
This post describes the use of a python script to close requests after successive approval reminders using Custom Schedules. Use Case: We have an option under the self-service portal in order to send reminders mail for the approvals, what would be ...
How to auto share request to users specified in a request field (V3)
Note: ServiceDesk Plus build should be 11.0 and above This post described the use of a python script to share requests to users specified in a request field. This script can be configured under Request custom triggers and you will find more ...
How to update Request Additional fields during request create/update using Custom Triggers (V3)
This is a sample python script to update the Request Additional Field Values during request create/update based on certain criteria using Custom Trigger Execution Steps: 1. Download the attached zip 2. Move the files to ...
How to update Request Additional fields during request create/update using Business Rules
This is a sample python script to update the Request Additional Field Values during request create/update based on certain criteria using Business Rules Execution Steps: 1. Download the attached zip 2. Move the files to ...
How to automatically create multiple child requests from a parent request with a configurable JSON file (V3)
Parent KB : https://pitstop.manageengine.com/portal/kb/articles/how-to-automatically-create-multiple-child-requests-from-a-parent-request-with-a-configurable-json-file This is a sample Python script to automatically trigger the creation of multiple ...
How to automatically close requests that are in a specific status.
This post describes the use of a python script to close requests that are put in a specific status using Custom Schedules. This showcases the use of a feature called 'Custom Schedules' that was released in the build 9300 of ServiceDesk Plus. What is ...
How to populate requester details in request additional field using business rule.
This sample script is to populate the requester details in a request additional field. Based on the requester name selected, we can fetch the user additional field information and populate the content in request additional field. Use Case: Let us ...
Populate field values in an editable table and copy it to the request description.
This post describes the use of a Field and for rule script to populate the value of the given fields in the editable table and same table data will be copied in the description. UseCase: Let us consider a scenario where travel request form is ...
How to populate user names in a request additional field
This sample script is to populate both technician and requester names in a request additional field Use Case: Populate all user name in a request additional field. Execution Steps: 1. Create a new 'Single Line' additional field and add them in the ...
How to Auto Share Request Upon Creation to All/Selected Technicians
NOTE: This script is supported only for builds below 11.3 This post describes the use of a python script to share requests to technicians specified in a list variable in the script, which can be generated from an SQL query. This script can be ...
Pinned Solutions in dashboard.
Use Case: Frequently used solutions needs to be listed in the dashboard for ease of use. Execution Steps: 1. Move the attached HTML file to the server. 2. Dashboard > Create new widget > New External Widget > File > Browse - the file > Save the ...
Set "Reporting to" person and his manager as approvers for approval process
Use Case: Any request raised by a user needs approval from their direct "Reporting To" manager. This is configurable using $reporting_to$ variable in the work flow template. In certain cases it might require second level of approval, which would be ...
Option to hide "Worklog Timer" buttom from the request details page
Use Case: In certain cases, it is mandatory for the technicians to add worklog with all the necessary details filled. But "Worklog Timer" option logs only the time duration, other details have to be filled again when adding the worklog. This ...
Script to download all the attachments in single click
Use Case: When multiple attachments are present in a request, downloading all the attachment in a single click is more convenient than downloading one after the other. Execution Steps: 1. Place the attachment ...
Adjust the height of a multiline additional field
Use Case: Multiline additional field sizes cannot be modified directly in the UI. These can be modified using Field and Form Rules. Execution Steps: 1. Create a new 'Multi Line' additional field and copy the "column name" of the additional field ...
Update Request with another Group when the request is approved
Use case: Assume a requester is requesting for an gadget asset and it requires approval from their managers. This ticket needs to be moved to "Asset" group only when the ticket gets approved. Depending on the availability of the requested gadget, ...
How to restrict technician from being assigned with new tickets when he has 10 open tickets in his queue already
Usecase: If a technician has 10 open tickets assigned to him already, the new upcoming requests should not be assigned to him. New tickets can be assigned only on completing the pending tickets. In Business Rules, under execute script action we can ...
Script to set Request Technician as the Task Owner for all associated tasks.
Use case: Request owner should be set as the task owner for all available tasks (or only open) from the request menu option (or trigger) Prerequisites: 1. Python Installation Steps ...
Script to mark all private notes as public
Use case: Once a request is resolved all the private notes should be made public (requester shall view). Prerequisites: 1. Python Installation Steps : https://pitstop.manageengine.com/portal/kb/articles/how-to-setup-python-on-the-server ...
Script to send reminder emails to requester when there is no response from them for more than a specified time period
Use case: Reminder emails should be triggered to requester when the request is moved to a custom status and left unattended for more than a said time. For eg., In this case, three reminder mails will be sent to the requester in different time ...
BR script to stop the request status update operation performed on a request that is not assigned with a technician.
This Sample Python Script is used to "negate" the request status update, if the request is not assigned with any technician. Usecase: Consider a technician is trying to resolve a request that is not associated to any technician. Any technician ...
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