[Term of the Day]: Operating System (OS) Virtualization
Term of the Day "Operating System Virtualization" Definition — What is Operating System (OS) Virtualization and what it does? Operating System (OS) Virtualization, also called a "virtual private server" is a method for splitting a server into multiple partitions called "containers" or "virtual environments" (VEs) in order to prevent applications from interfering with each other. This involves tailoring a standard operating system so that it can run different applications handled by multiple
Emails To Notify Not Behaving as Expected - URGENT
Hello - How come a requestor can only add contact to the "Emails to Notify" field for initial request creation? It seems if the user goes to reply to a ticket AFTER the ticket has been created, the field no longer diplays. Why?
Close a Change via API and PowerShell (JSON Format)
Does anyone know the correct JSON to close a Change? $JSON = @" { "operation": { "details": { "stagename": "Close", "statusname": "Closed - Completed", "statuscomments" : "Closed via API", } } } "@ [Net.ServicePointManager]::SecurityProtocol = [Net.SecurityProtocolType]::Tls12 $postparams = @{OPERATION_NAME = 'update'; TECHNICIAN_KEY = $apikey; INPUT_DATA = $JSON; FORMAT = 'JSON'} $JSONresult = Invoke-WebRequest -Uri $URI -Method POST -Body $postparams -UseBasicParsing | ConvertFrom-Json
Show only own assets
Hi, actually users can view all assets with product type, assigned user and so on when creating a request and choosing to associate assets. I don't want to let users see all assets of the other users, but their own. Is there any way to allow users only to view their own assets? Thanks in advance.
[Term of the Day]: Natural Language Processing
Term of the Day “Natural Language Processing” Definition — What is NLP? Natural Language Processing or (NLP) is a form of artificial intelligence (AI) that gives computers the ability to read, understand, and interpret human language. It is a field of study that focuses on the interactions between human language and computers. Let say you need a chatbot for your customer support environment, In order to train an NLP algorithm to understand human speech and text, the algorithm needs to be input
[SD-89451] Error while remove properties on the technician layout
When remove properties on the technician layout , Assign button doesn't works Error: Group and Technician cannot be assigned as the request template does not contain Group and Technician fields.
Reading User Defined Field results in error
I get en error trying to read a UDF with the following characteristics: Site Name udf_pick_9306 Pick List - - UDF_CHAR78 Can some one tell me what I'm doing wrong? the error message and the code are below. Thanks Sal Error Message: Message : Traceback (most recent call last): File "ConditionalApprovalVPN.py", line 10, in <module> fieldvalue1 = requestObj['udf_fields']['udf_pick_9306'] KeyError: 'udf_fields' The code is: import sys, argparse, csv, json csv_file = 'approvalsinglefieldVPN.csv' filename
[Tips & Tricks] Configuring SAML with Azure AD
This guide will help us configure SAML for those who want to use Azure AD as their IdP and also give you insights on a few issues that you might run into while configuring SAML in an Azure Environment. In an ideal environment, we will have an On Premises AD which will Sync users to their O365 Portal or Azure Portal. The sync is carried out with the help of a tool called Azure AD Connect, and the admins can download this tool either from the Azure Portal (https://portal.azure.com/#blade/Microsoft_AAD_IAM/ActiveDirectoryMenuBlade/AzureADConnect)
[Term of the Day]: Collaborative Writing
Term of the Day “Collaborative Writing” Definition — What is Collaborative Writing? Collaborative Writing — by its very definition — is two or more persons working together to produce a written document. It is an iterative and social process that involves a team focused on a common objective that negotiates, coordinates, and communicates during the creation of a common document. Collaborative Writing has become a significant component of work in the business world, and many forms of business
[ForYourInformation -47] Password Policy Enhancement
You may all know about the Password Policy feature which was introduced with 11100 builds of ServiceDesk Plus. Now we have an additional function "Change Password Redirection" in the password policy feature which is available from the 11123 builds of ServiceDesk Plus. This function allows ServiceDesk Plus admins to enable a forced password reset policy, which redirects users, who log in for the first time, to the change password page. Admin Tab >> General Settings >> Security Settings >> Password
Script to show Day,Week,Month,...
We defined a custom filed and we want when a request submitted in Rule and Filed , run a script : for example: If CREATEDDATE=today Set in UDF: TODAY If CREATEDDATE>today Set in UDF: YESTERDAY ..... If CREATEDDATE=thisyear Set in UDF: THISYEAR var x=$CS.getValue("CREATEDDATE"); var currentDate = Now(); if (x>=currentDate) { $CS.setValue("WorkOrder_Multi_Fields_UDF_CHAR4",["Today"]); } if (x>=Today) { $CS.setValue("WorkOrder_Multi_Fields_UDF_CHAR4",["Yesterday"]); } if (x>=thisweek) {
Catastrophic failure whilst installing sdplus
Was trying to update an old instance of our sdplus application following these guidelines. https://www.manageengine.com/products/service-desk/on-premises/migration-sequence.html We were originally on version 9334 using mysql which was the default when we first installed service desk plus a few years ago. I was able to upgrade to 9336 without any issues. However when i tried upgrading to the next step which was to take me to 9400 i was informed i could not continue as i needed pgsql. Found
restrict ٔReopen Task
How can it restrict technicians from reopening their work?
[SOLVED] Audit Report
I need a report showing the following fields: Login Name, Technician Display Name, email, Job Title, Department Name, Associate Support Groups, Assigned Roles
[ SD-89356 ] Time spent(in minutes) and Time spent in OnHold status(in minutes) time format
Hi Please help me how can get Time spent(in minutes) and Time spent in OnHold status(in minutes) via time format like: 21:34 min on "Request technician assessment"
[SDF-89441] Http to Https Redirection Feature
Hi, http to https redirection is complex. Changing server.xml and web.xml files may damage service desk plus. I suggest adding an option in Security Settings section called "http to https redirect" like attached image. Thanks. reference: https://pitstop.manageengine.com/portal/en/kb/articles/how-to-redirect-servicedesk-plus-url-from-http-to-https
Automated approval request through request life cycle
Hello everyone, i actually writing a python script which will be use in a RCL workflow. Here is what look like a request with this workflow I am able to retreive all the required information but i am stuck on how to create this approval. i tried a url post using the api for service request /api/requests/{requestid} to update the request but no luck as per now. So if someone has a tips to give me , it would be really appreciated. regards, Martin
Problem while changing asset state
Hi i have problem when i want to change asset states . when i click on asset state, Assign/Asset window will open and "Unknown error occurred While ..." will show up. my sdp Version : 11121 database: SQLServer and here is some screenshots about this error in attachments. Thanks
[Tips & Tricks] Streamline your helpdesk by decluttering unwanted request status(es)
Hello users, I'm here with yet another handy tips that could be useful to you. Scenario: A customer came up with a requirement to declutter a few default request status(es) that are not used in his helpdesk. He wanted to streamline his helpdesk and those unused status(es) were cluttering up his ticketing flow. Challenge: As you may know, default request status(es) cannot be deleted in the application. Solution: Global Field and Form Rules. Customer's requirement has been accomplished by configuring
SCCM Integration loads infinit
Hi Thanks for the last reply of my Case, it worked great :) I tried to integrate SCCM in our Servicedesk Instance. When I fill out the form and either save and test connection or save the connection it does nothing. Is there any log to observe or any other general tipps before implementing SCCM? Also we do have de basic 250 Asset licence.
[SOLVED] Compare Additional Date
I wrote this script on Rule incident template I want compare 2 additional date filed ========= var x=$CS.getValue("GUDF_DATE1"); var y=$CS.getValue("GUDF_DATE2"); if (x<y) { alert("start date should granter end date"); } ======== it's not works
[Term of the Day]: Blockchain
Term of the Day “Blockchain” Definition — What is Blockchain? Blockchain technology is a structure that stores transactional records, also known as the Block. This digital information ("Block") takes the form of a string of binary "bits", ones and zeros, which can be processed by computers to be made readable by humans. The blocks are stored in public databases, known as the "Chain", in a network connected through peer-to-peer nodes. This “Chain” of transactions grows larger as new “blocks”
[SOLVED] Error in editing or Creating a PM task [SD-88065]
hi friends. when i want to create or edit a preventive maintenance task, in final step SDP Show me this Error: "This Request will not be considered since passing more parameters to server might result in vulnerability issues." sdp Database: sql server my sdp version: 11116 here is support file and screenshots in attachments
SAML Problem
Hi, I followed step by step instructions to set up SAML but I got an error. What is the problem? I tested on Service Desk Plus 11.1 Build 11124 and Active Directory Federation Services 2016. Thanks.
How to populate template "Pick List" field type via script
I am working on a building access service template. The idea is to have the requester select the Location from a Pick List field and send the approval notification to the Location manager. Originally I was planning to use the Site(s) information because we already have these populated along with an attribute called "Managed By". However I have since found out that the Site filed is not available to the requester. There over 100 locations, so creating a field rule for each location is not realistic.
[Term of the Day]: TechQuilibrium
Term of the Day “TechQuilibrium” Definition — What is TechQuilibrium? “TechQuilibrium” is a new term introduced by Gartner in 2019 to describe the ideal technology equilibrium that enterprises need to achieve in order to thrive under uncertainty about what the world will look like five, ten, twenty years from now. According to Gartner, achieving TechQuilibrium is the only way to “accelerate in the turns.” In other words, to survive and even excel when faced with economic, geopolitical, and digital
[SDF-55749] Auto assign request to technician on reply/edit of request
Hi there, I am trying to make servicedesk plus (On-prem free) auto assign a request to whichever technician edits/responds to it, in order to correctly track how many requests the technicians deal with per month. I've tried auto assign, but as this done is on round robin or load balancing it doesnt tick the box unfortunately. Is there a way I can set it so if the technician replies or edits the ticket properties, it will automatically assign it to that technician?
Load reports into a project
As a project manager I have lots of reports related to any given project. My feature request is to be able to load reports into a project for easy access for the team. I have attached an example. This will allow the team to be able to easily access relevant reports plus it would be easier for me during leadership report-outs to pull up the relevant reports.
[ForYourInformation -46] Ticket raised by My Asset Widget can be configured with a particular template
Introduction: Users can raise an incident ticket for their assets through [Home page >> My Assets]. The user needs to click on the "Report an issue" button to raise a ticket for the particular asset, on clicking the button user will be taken to incidents list pages. Users can select the appropriate template to submit the ticket. Scenario: One of our customer requirements was to show a particular incident template (which has the pre-filled fields ) instead of listing all templates while clicking
Version Update Problem
I am havingthe following problem during version update, can you help?
All Assets and Managed Software by Full User name
I've seen some queries here that were close, but not exactly what I'm hoping to produce: Would like a report organized by User (full name, not login name) that lists ALL assets assigned to that user, as well as only "managed" type software loaded on their machines. Thanks much!
Uneditable a request assigned to a technician
Hi, A request assigned to a technician in a group can be edited by other technicians in the group. How can I prevent this from happening? I want when a request is assigned to a technician, that technician can make fields of that request uneditable for other technicians, and other technicians can only view the request or define a work log. Thanks.
[Tips & Tricks] Auto-assign when a technician edits an unassigned ticket
Scenario: One of our customers had come up with a requirement that when a technician edits an unassigned/unpicked ticket, the ticket should get auto-assigned to him. This is to ensure that the ticket doesn't go unnoticed and handle the ticket assignment better. Solution: A simple custom script, $CS.setText("TECHNICIAN",sdp_user.USERNAME); This has to be configured as a global field and form rule with the condition Technician is not specified, then execute the script.
[SDF-37155] Task Comments need rick text box
I see that you added rich text to task descriptions. Thank you! But Can we also get you to add rich text (images and docs) to the task comments box?
[SDF-70628] Adding approvals after request beeing Closed
Hi, It seems to me that after going to a Completed status like "Resolved" or "Closed" status, it is possible to add new approvals (and stages) on that request. Shouldn't it be disabled by default? I can remove it from the Actions menu (Submit for Approval) or remove the Actions menu itself with a script on Page Scripts but, if the request has got an approval process, I can't disable the "Add Stage" or "Add" approval buttons. Is it possible? Thanks, Pedro
[Term of the Day]: Post Implementation Review (PIR)
Term of the Day “Post Implementation Review” Definition — What is PIR and what is its key goal? PIR, the acronym for Post Implementation Review is a comprehensive feedback mechanism that takes place after a change has been implemented. This is done to evaluate the success and effectiveness and to identify the opportunities for improvements. The Post Implementation Review (PIR) process collects and utilises knowledge learned throughout a change that can be instrumental to optimise the delivery
Custom Report
Please provide a report Requests SLA violated for this per technicians on an request Columns: Ticket ID Created Date Requester Defined SLA Assigned Date Assigned Time by : h:mm Assessment technician technician spend time by: h:mm
[Blog] DevOps: A Philosophy for Rapid Progress
In the day and age of reaping results immediately, one set of practices that can be followed to achieve that effectively on a broad scale can DevOps. The lingo stands for nothing but Development Operations. The philosophy behind it could be thought as to fail fast and fail small. And this is a very cost effective way to run any form of operations. This is in stark contrast to the Japanese philosophy of Kaizen- continuous, paced improvement. Where Kaizen could be thought of as a life lesson, it might
[SDF-28921] Two search Suggestions
· Better Global Search – Allow the global search to search requests’ conversations and not just the main request detail section and notes. · Better Task Search – have a global search for tasks or have the current global search include searching tasks.
Status and history of request Table
Hi, What's SQL table name of Status and history of request ?
Next Page