Project view
How is it possible to link one project in a particular view to be seen in another view? We have a project created in, say, "IT project" view, but i need to see the same project in say,"IT projects-2020" view. How can it be achieved?
[Term of the Day]: ISMS
Term of the Day "ISMS" Information Security Management System (ISMS), is a framework that holds a set of policies and procedures to safeguard the sensitive data of an organization. The primary goal of ISMS is to ensure the business continuity by pro-actively limiting the security breaches or sudden impacts or any risks affecting business. ISO 27001 standards are developed by ISO and International Electrotechnical Commission (IEC). It outlines the criteria that businesses can follow to maintain the
How to get the user that closed a request using the API
We can successfully get requests using the API endpoint: /api/v3/requests/{request_id} However when fetching closed requests I can't see anywhere in the response which user closed it. Can see 'created_by' and 'deleted_by' in the docs but is there a way of returning something like 'closed_by' and 'resolved_by'? Thanks
How to specify which user closed a request using the API
We can successfully close requests using the API endpoint: /api/v3/requests/{request-id}/close But is it possible to set the user that closed the request manually - so that the user we specify appears in the request history as closing the request? Could we add a user to the 'closure_info' or something? Thanks
Approval
Hi all, after upgrading the sdp from 10 to build 11116, a problem with approvals appeared. Some of those who used to approve requests without any problems now get the message "you don't have permission to view this page" when they click on the approval link in their mail. Also was cleared the "Service request approver" checkbox for all users, but even if you return it and re-authorize the user, nothing will change, and the error will still remain the same. The "anyone can approve" option is enabled
Survey Overview Report
Hi, in Reports > Surveys > Survey Overview Report, we get the following error when we run the default report. Does anyone know why this default report would be giving this issue? Query SELECT MAX(wo.TITLE) "Request Title", MAX(aau.FIRST_NAME) "Requester", DATE_FORMAT(FROM_UNIXTIME(MAX(wo.CREATEDTIME)/1000),'%d-%m-%Y %k:%i') "Request Created Time", MAX(ti.FIRST_NAME) "Technician", DATE_FORMAT(FROM_UNIXTIME(MAX(wo.COMPLETEDTIME)/1000),'%d-%m-%Y %k:%i') "Completed Time", sum(srm.RESULT) "Rating %" FROM
Why can Requesters modify the SLA of the service portfolio?
Dear All, I am configuring SLA for the service catalog. I see requesters can edit the SLA when they select a service in the list. Logically, I understand that the new service provider decides the SLA for a service. Not sure what I am misunderstanding or omitting here? Thanks.
LDAP logon issue after update Service Desk to newer version.
Hello, After update ServiceDesk to newer version e.g. 11.1 I can't log in via LDAP. I tried to allow local authorization, but I didn't find any local admins in the database. In addition, there are no LDAP entries in the database. Tell me how I can create a local administrator via psql.
ServiceDesk Plus 11120 Released
Dear Users, We are glad to announce the release of latest servicepack 11120 for ServiceDesk Plus. This servicepack includes new enhancements. Microsoft Teams Integration Set up the ServiceDesk Plus integration with Microsoft Teams to leverage the collaboration app from Microsoft as an additional channel for IT and enterprise support. Through this integration, you can view service desk tickets, pending approval, and chat with help desk technicians-all from within your Microsoft Teams accounts.Click
Time Spent In first Response and SLA
Hello, I'm trying to create a SQL query for calculate the time spent in first response, I can simply create a datediff between date created and firt response, but I want ignore the non-working hours and weekends. Is that possible? How does SDP calculate the flag SLA violated?
Change management, approval based on priority/risk/change type
Hi all, is it possible to set a approval based on the above fields or by asset to help smooth the approval process for both ends of the spectrum, currently the system is all or nothing (either every ticket goes to the approver or no tickets do) and requires manual imput for CAB to be informed. examples: User fulfilment request (eg quarterly password changes for wifi/non critical infrastructure) can be approved by technician raising the request, can be completed with minimal management interaction
Worklog/timespent report (with changes and projects)
Hello, we have a time spent report, but only show the worklogs from workorders. We want to show also the worklogs from changes and projects. I have seen this report but don't work in my environment: https://pitstop.manageengine.com/portal/community/topic/timespent-report-requests-project-and-changes We have SDP 11.0 and SQL Server. This is our query now: SELECT "ct"."TS_ENDTIME" AS "Hora de finalización del tiempo empleado", "wo"."WORKORDERID" AS "ID de la solicitud", "wo"."TITLE" AS "Asunto", "ct"."TS_STARTTIME"
Notification to One technician when an request assigned to him
All of our technicians are on the servicedesk and are always aware of the status of requests, Except for 2 people. Because these two technicians are often in the meeting. We want just notify these two technicians via email and SMS. In other words, when an request is assigned to one of the two, only an email or text message will be sent to him. Is there such a possibility or script? Why this feature is important: 1-Because the cost of sending an SMS is reduced. 2-Because the e-mail account of all
[Term of the Day]: DMZ
Term of the Day "DMZ" DMZ in computer networks referred to as "Demilitarized Zone" it's designed to protect an organization’s internal network (such as a LAN) from the untrusted public network, commonly the Internet. It acts as a perimeter network ( which can be either a physical or logical subnet) and secures the internal network from the external network. DMZ allows servers to provide services to both the external and internal networks. All services accessible to users on communicating from an
Is there any features where SD can be run on an mobile device and users enter own details for techs with ID swipe?
Is there any features where Service Desk can be run on an mobile device and users enter own details for techs with an ID swipe onto a card reader? As we are at a school, we regularly have students coming up with issues with their laptops etc. Is there any function that anyone knows of that can utilise the swiping of a students card and it auto enters the appropriate fields according to the user? That way the Technician on the other side of the counter can complete the rest of the information pending
[SD-88382] Why is the Send button for replies always just off the screen?
Whenever I reply to a request, the window for composing the reply opens with the send button at the bottom just off the screen. I always have to move the window up a litle to get to it. Is there a way to get it to stop doing that?
[SDF-76549] Microsoft Teams Integration - On Prem
I noticed there was a Microsoft Teams app to integrate SD+ Cloud and I'm wondering if there are any plans to create an integration with On-Prem solutions.
Teams integration
Hi, I just noticed that Servicedesk Plus integration is already available in Teams, but only for the cloud version. Will this integration also become available for the on-prem version? The roadmap, is it for the on-prem version or both? If for both how do I see which feature is being developed/tested for which version?
[SDF-86527] Mandate new checklists
I'm pleased we finally have checklists! BUT, the implementation seems a bit half-hearted. In our testing, a technician can go ahead and resolve a request without even bothering to complete the checklist - so what's the point? Is there any way it can be mandated so that a request cannot be resolved until the checklist is 'verified'? Also, it would be great to be able to consider completion of all checklist items as the resolution and copy the checklist into the resolution field.
Email signature containing image
Hi all, We have tried adding an image(company logo) to our email signature when using the reply/resolution templates. The image shows within SD+ however when received in outlook the image does not appear. We have tried using the email signature variable, but this has not helped. Can you advise on how to use a image signature? Thanks
[SDF-58567] Feature Request: Allow approver to request more details before approve / reject
Client wants to add an option to "Request More Details" in addition to "Approve" & "Reject" The case is when an approver receives a request for approval, there are only two options for him Approve / Reject. The client wants to add an option "Request More Details" this can be applied for case where there are missing details.
[Term of the Day]: Virtualization
Term of the Day “Virtualization” Definition — What is Virtualization and it does? Virtualization is a technology that creates a virtual version of a device or resource, such as a server, storage device, network or even an operating system where the framework divides the resource into one or more execution environments. It is a software that looks and behaves like hardware to create an abstraction layer over computer hardware that allows the hardware elements of a single computer processor, memory,
HTTP to HTTPS
We are currently using Service Desk Plus V10.0 Build 10006 and have followed the instructions for Version 9.4 HTTP to HTTPS redirection but unfortunately this has not worked. We have tried searching the forums for any changes between 9.4 and 10.0 but haven't been able to find anything. Has anyone successfully managed to get this working in Version 10.0?
Matrix Report
Is this even possible to do with the MAtrix? In order to help track the team’s metrics in tracker, we need a report(s) that will accurately capture our daily work load. Please see the data we need to capture per associate. Associate Name Starting Ticket Inventory New Tickets Received Processed Closed Tickets Ending Ticket Inventory Ashaki 0 0 0 0 Duy 0 0 0 0 Kevin F 0 0 0 0 Lacy H 0 0 0 0 Liz R 0 0 0 0 Prasath S 0 0 0 0 Jennifer R 0 0 0 0 Not Assigned 0 0 N/A 0 Morning Report · Starting
API V3 Domain problem - Unable to login
Hi all, I'm trying to use the API V3, and after generate an API key I tried to get all the requests using this sentence in SOAPUI: GET http://server_ip:port/api/v3/requests/ -H "Authtoken: 3CF0DD20-C128-414B-A83E-8D18E60E7348" but then an html is displayed telling me to select a domain of an combobox (attached the html). We have two domains for login in ServiceDesk plus when we access via web, and is needed to select one of them, but in this case, what can I do? Is needed to add another parameter
[SD-88036] Custom Trigger List Disappear
Hi there, i'm facing an issue with custom trigger has been created and added but it's not showing up in custom trigger list. Please help.
Feature Request: Form Enhancements
We've been working on creating or enhancing user forms with build 9418. Here are some improvement suggestions that we've uncovered: - ability for html editing in the Help Card section (add images, icons, etc.) to further guide users - ability for text to auto scroll down when page is scrolled. This way if there's information that is important to one section, the text scrolls with the user - always show the field help icon instead of only on 'hover' - ability for new text boxes to have html editing
Python API Add USer Error
Please Helkp me For This Code very Simple Add User The pastebin URL is:{"response_status":{"status_code":4000,"messages":[{"status_code":4004,"type":"failed","message":"Internal Error"}],"status":"failed"}} import requests import urllib3 import json urllib3.disable_warnings() API_ENDPOINT = 'https://192.20.10.30/api/v3/users' data = {'user': {'first_name': 'Peter36526565','last_name': 'Atom','name': 'Peter Rabbit Atom','mobile': '02892902','login_name': 'qweqwe','password': 'peter'}}
CMDB API - Get Virtual Machines
Hello, I'm trying to get all virtual machines in CMDB. I'm running this post request: getCIURL = SDPAddress+'/api/cmdb/ci' payload = { 'OPERATION_NAME': 'read', 'TECHNICIAN_KEY': apiKey, 'INPUT_DATA': """<?xml version="1.0" encoding="UTF-8"?> <API version="1.0" locale="en"> <citype> <name>Server</name> <criterias> <criteria> <parameter> <name compOperator="IS">CI Type</name> <value>Server</value> </parameter>
Reporting is not reflecting accurate data
I am receiving through report total number of records 50K meanwhile in the graph when adding the records its much more . Please find below
[Term of the Day]: BPO
Term of the Day “BPO" Definition — What is a BPO? BPO is an acronym for Business Process Outsourcing, also sometimes referred to as IT-enabled services, or ITES. It's the business practice where a company outsources a part of its operations to a third-party company or some external service provider so that it can focus more on its core business activities. The services may include accounting, payroll, HR, IT services, telemarketing, social media marketing, and more. Basically, BPO fills the supplementary
Duplicate Technician group on Task Search
Duplicate Technician group on Task Search
[Tips & Tricks] Excel ITIL Change Management with Standard Changes
Every day, there is a need to perform a simple and low-risk change. For instance, most people (be it a user or someone from the IT team) don’t consider resetting a password to be a Change. But, according to ITIL, it is a Change. To dive deeper, ITIL recognizes different types of changes. That’s sensible, because every change differs in many aspects. In this article, let’s consider changes like the example above, i.e., something that doesn’t actually seem like a change, but it is. More precisely,
Export KPI and SLA in real time to external visualization
Hi! Some customers are demanding a real-time dashboard with typical kpi as live critical requests, requests per category, type, etc... Analytics Plus covers the presentation, but updates once per hour Giving the customer a technician user to see one dashboard is a non desirable option We've successfully created some dashboards in powerbi, which can reduce the analytics update times, but the concep is the same as Analytics Do you have some recommendation to achieve this? Thanks in advance
Requester Details not updating after AD import
We have a customer base of about 2000 people. Often these customers will move to other departments and physical locations. When this happens their information is updated in Active Directory. However when SDP does a sync from AD it does not write over old information it seems. We are starting to realize that the physical addresses for requester's (found in SDP) no longer match what is in AD. It also doesn't seem to remove their old department either. I can make changes manually to a user in SDP,
Links in this forum's "new comment" notification emails don't work
If someone posts a reply to a topic I add here, I receive an email with the subject line "New comment to ...". At the bottom of the email is a "view this topic" link. Although the URl of the link is like https://pitstop.manageengine.com/support/manageengine/ShowHomePage.do#Community/singlepost ... it takes me to a sign in page with a URL starting with: https://accounts.zoho.com/..... The credentials I use to access this forum don't work to log in there. I have to get in the normal way, then search
Send Message
How To Send Message For One Requester? No email and No sms
Error while restoring SDP database backup in a new environment (SQL Server 2017)
I am trying to move SDP database in a new environment. Backup using backupData.bat --trimmed went well. But when tried to restore data in new environment, I am getting error. Following is the output. Need help here please. D:\ManageEngine\ServiceDesk\bin>restoreData.bat ********************************************************************************* Restore DB Setup Wizard ********************************************************************************* Execute Restore DB
Problems upgrading from 11115 to 11119, Postgres upgrade
Hello I am having a few issues with an upgrade of ManageEngine from 11115 to 11119 on a Linux host. On upgrade, it seems as though that pgsql doesn't upgrade correctly - I see entries in the log that read: 26-Jun-2020 2:55:51 PM [com.adventnet.persistence.PostgresPreProcessor] [INFO] : /home/manageengine/ManageEngine/ServiceDesk/bin/initPgsql.sh: 186: /home/manageengine/ManageEngine/ServiceDesk/bin/initPgsql.sh: /home/manageengine/ManageEngine/ServiceDesk/tools/postgres/bin/gettimezone: not found
arn run the script into the Mac Laptop
after running the script get success running and still cannot show into the Inventory system. am not sure if am missing some steps I need help on this Thanks
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