Add ciid to requester details?
Hello, We have a pretty involved integration going on with our Tier1 helpdesk (Outsourced, they use ServiceNow). We are running into an issue where if their are multiple users with the same name on the SD+ side, ServiceNow has nothing to call on to determine which Jane Doh is which. And we don't see an API available to reference the CIID for requesters or even technicians. If I create a CIID field in the requester details page, is there a way to fill that field in with their assigned CIID number?
image on self-service portal
what is the ideal size for the image in self-service portal?
Script to add worklog, solution and close ticket
Hello, I'm trying to understand if exist a SDP script to fill automatically worklog and resolution (same default text) of a ticket and then close the ticket replying with an email (with a default text) to requester. A similar script was discussed in an old thread in this community (https://pitstop.manageengine.com/portal/community/topic/script-master-22-auto-create-worklog-and-change-status-of-requests) but is unavailable actually. Can anyone help me? Thanks in advance and have a nice day.
[DidYouKnow - 20] Service Request Validator/Editor
Service Request Editor in one of the most unsung key features in Service Desk Plus. Even the requester can be assigned as Editor on the particular service ticket. This request Editor( requester ) can replace the technician role in editing and updating a particular service ticket. No need to purchase any additional technician license for validating Service request scenarios. Let see a use case. An organization has configured new starters process, HR input the employee details like start date and contract
Excessive files in wal_archive folder in SDP
This folder is over 40 GB in size, by far the largest user of space. What files are safe to delete? I want to keep this folder down in size so I need to know how to do this ongoing. Files in wal_archive date back to 3/18/18. SDP is creating up to 50 files a day at a size of 16 MB each. This seems excessive. I have backups in backup folder for 5/3/18 and 5/18/18. Thanks. Todd
Request to remove users.
I used this instruction, it works fine, thanks. https://pitstop.manageengine.com/portal/kb/articles/how-to-populate-user-names-in-request-additional-field If you create a request from a technical specialist, then both active users and deleted users are uploaded to the additional field. I see two options for how to solve the problem. Edit the script so that only active users are unloaded, or ... Please tell me a query to the database for the final removal of deleted users.
Swagger documentation for ServiceDesk Plus needed
I'm interested in creating an integration between Itential Automation Platform and ServiceDesk Plus. Where can I find the swagger API documentations for ServiceDesk Plus? Thank you in advance, Zack
Enable Local authentication
I disabled local authentication and now I can't login as administrator and any of my technicians not granted with SDAdmin rights. please help me to resolve the issue.. Thanks in advnce
Can't disable status
In version ServiceDesk Plus 11 we can't disable default statuses, there is no "Status not for further usage" feature. How to disable them now?
Service Catalogs are not displayed in Android App
Hello, All incidents template can be viewed in the app but Service Catalogs are not displayed in Android App ver 4.9.2. How can fix it?
Migration from Windows+MSSQL+AD to Ubuntu+PGSQL
Have to migrate old SDP (8217) from Windows + MSSQL + AD authorization to Ubuntu + PGSQL. Almost all things is clear, but have problem with AD authorization. After backup restoration on Ubuntu - I can't login ether local admin or AD credentials and SDP doesn't show field where I can choose local auth or local. What is correct "migration plan"?
Differences between on-prem and cloud version
Hi, I was wondering whether there were any plans to allign the two version so they have the same set of features? Currently we would like to have both release management and cmdb but it does not seem to be possible. So now we need to decide if we're going to keep SDP or change to another service desk solution that gives us what we need. Michael
report about pending approval for more than 10 days
Hello , I would like to have help about how to extract tickets with more than 10 days of pending approval + Approver name if possible SD+ : 9.4 Build 9401 Thanks a lot for your help
Custom Script to Link Requests
Hello, I have a script that I found on this site that I have modified to duplicate a request. It will create a new request from the parent request and copy all the relevant data I want over while adding a note to the parent request with the id and link etc for the child request. All of that works great but I am trying to figure out if I can add some commands in to link the created child request with the parent request at the same time. I looked in the API documentation and there is some things for
[SDF-82985] New Color Settings feature in v11
Hi Testing the new Color Settings feature to color-code requests in the list view page. How can you make this system global? Every technicians have the same color settings and filter. And why is this button there? Is it a system global settings it should be under Admin tab. There is no way I can not disable button with roles or any other settings. I feel it is very unfinished feature. The feature is great, but please make it a per user setting. SPD v11000
Link new sdp server to exisiting mssql server
Hi, we are updating all our servers to server 2019. Now I would like to link the new sdp server with a read-only user to the live database until we are sure that all attachments and images are moved. Once this is confirmed and testet we'll move the mssql db to the new mssql server. The latter is not a problem, but linking the new SDP server to the old MSSQL doesn't work. Is there any way to start chandbserver so it does not want to create a new db but simply uses an existing one - with a read-only
Custom trigger when update status in Resolution Tab
I've custom trigger to send request info to other system when status changed. But when technician change status in resolution tab. Trigger not work. Is there any idea? Many thanks!
Custom Schedule Errors - PLEASE HELP
Hi Folks - I wrote a custom pythons script and then enabled a Custom Schedule but I'm getting weird errors. See below: Schedule : Pending Requests executed, Result: Unable to Send emails : {'': (501, b'5.1.3 Bad recipient address syntax')} person@client.com Unable to Send emails : {'': (501, b'5.1.3 Bad recipient address syntax')} I masked the email address due to sensitvity but this email address is valid so why is it giving an errror? Thank you!
Request Life Cycle Download
Is it possible to have the option to download a RLC workflow as a PDF? We're working with the business to create workflows but would like to share and review with them prior to publishing.
[ForYourInformation -20 ] Enhancement on "Allow Requesters to edit their tickets" feature.
In ServiceDesk Plus we had the existing feature "Allow Requesters to Edit" this feature allows requesters to edit their tickets. This feature works based on the following conditions. The logged-in Requester should be either "Requester/On-Behalf-Of" of the particular ticket. The ticket should be in either on Open/On-hold/Custom open/Custom On-hold status. The ticket should be in an unapproved state. "Allow Requesters to Edit" has to be enabled for requesters by Admin at [ Admin tab -> Self Service
[ForYourInformation -19] MIB browser
Hello folks, Did you know that ServiceDesk Plus has a built-in MIB browser that allows you to navigate within the MIB of the selected network device and retrieve the value of any MIB variables. You’ll be able to query and configure any network devices, or other SNMP-supported devices. The ServiceDesk Plus MIB Browser allows a technician to easily walk any MIB tree, even if the MIB tree is not in the application database, and determine what MIBs a particular piece of hardware supports. This is important
[DidYouKnow -17] 3 tips for managing user groups
A user group is a holder for users that have common purposes. Creating and managing groups in the application shouldn't be taken lightly, as many essential features, such as publishing announcements, associating request templates and solutions can be done based on groups. Having said that, here are our best practices for managing user groups, 1. Announcements: Let's consider this scenario, the wireless network is down for a day due to maintenance
ESM Module - how do i change service desk owner of an instance?
Hi When i created the additional instances in ESM for SD+ i made myself the owner to set it up. This consumes a licence. Now i need to remove myself and change the owner. I have added an additional owner to the instance but i cannot remove myself? Anyone got a fix? Regards Darryl
SDP API Powershell Module
Hi All. I have started a very basic public repo with a Service Desk Plus Module. I'll start adding more functions as I go but I have made it public so anyone can feel free to update as they please. So far I just have the 3 functions. Add-Note - Add notes to the ticket Resolve-Ticket - Add resolution text and set the status to closed or resolved. Set-Group_Tech - Sets the Group and Technician on the ticket Also, I haven't added the JSON pram as I would like a few people to try it before I get people
How to detect laptop or desktop workstation
Hi, I scanned windows domain computers but doesn't detect laptop and all laptop type put in desktop section. How to detect laptop or desktop workstation? How to change type (desktop or laptop) manually? Thanks
Incident Template - Automatically Send Subject and Description to a predefined E-Mail
Good Evening, is there a possible solution to my idea. Some E-Mails reach us which we simple forward to an external Support Address. In this case we have a simple template which sets predefined categories - a solution which tells that the support company will solve the issue in x hours and the incident will be closed. Yet we also forward the whole incident to the external address before applying the template. Is there a way via script or any other method which can automate that process - instead
Link several requests automatically through script
Has anyone managed to link several requests automatically through script? In our tests done with the APIv3 REST the error always appears: Invalid JSON format. Whether Pthyton or PowerShell is used Thanks in advance
Email Attachments missing in email notifications
When someone replies to an SR email and with an attachment, the attachment saves to the SR but it not included in the notifications to the technician or the requestor. For example, if I (a technician) reply to an email notification from SDP and attach an document, the document is saved to the SR but the notification to the requestor does not contain the attachment. This is problematic because most users don't go out to the SDP portal and mostly use email to correspond.
Failed to Restore
Happy New Year , I am Facing issue restore full Backup the error as : C:\ManageEngine\ServiceDesk\.\custom\customimages\Thumbs.db (Access is denied). anyhelp Windows 2012 , MSQL 2008 R2. thank you
Self Service Portal - Custom Widget
Hi All, I was curious if there is a quick/easy way to edit the "Report an Incident" widget on the Self Service Portal. I easily removed one of the buttons, but I really need to change the wording on the two remaining buttons. It looks like they're just .png's, but I cannot find their file location to edit/change. Admittedly, no one in my department is comfortable enough with HTML to write our own widget. Regards, Drew
Shifting the Business rule from one site to another
Hi Team, Please let us know the way to transfer/move the business rule available in default site to other site. And also if the same business rule is available in default and some other site which rule will be executed. Regards Karthikeyan.
[Webinar recording] How to implement CSI in your help desk - Part I - Decreasing request resolution time
Did you miss the first part of our webinar on how to implement continual service improvement in your help desk? No problem! Check out the recording here: The next session is on November 14, 2019. During the session, we'll discuss how to use analytics to compare past SLA percentages, identify triggers that impact SLAs, and improve SLA compliance percentages. Time: 2pm AEDT | 10am GMT | 10am PST Click here to register.
[ SOLVED ] Upgrade Fail from 9336 to 9400
Hi while trying to update I get this error message: Oct 18, 2019 11:27:15 AM [com.adventnet.tools.update.installer.Unzipper] [INFO] : bin\roboiq.exe Oct 18, 2019 11:27:15 AM [com.adventnet.tools.update.installer.Unzipper] [INFO] : bin\wrapper.exe Oct 18, 2019 11:27:15 AM [com.adventnet.tools.update.installer.Unzipper] [SEVERE] : ERR:Exception while writing file.java.io.FileNotFoundException: c:\ManageEngine\ServiceDesk\bin\wrapper.exe (The process cannot access the file because it is being
Logging in on non-domain device gives domain cred boxes.
Good day, I've had a ServiceDesk Instance (Windows server backend) running for our users for quite a few years now. The instance is AD-integrated. We're starting to allow access from outside our LAN and are integrating non-windows devices. When trying to access ServiceDesk from outside the organization or from a non-domain joined device, the user is prompted with Windows login boxes before being sent to the ServiceDesk page to actually log in. The Windows login boxes can just be cancelled past,
[SDF-65842] Make 'additonal fields' editable in Request List View
We'd like to be able to edit "additional fields" from the request list view.
Upgraded from 9.3 to 10.5 now can't connect to PostgreSQL port 65432
As the title says, we use Power Bi for reporting and since the upgrade we cannot connect. Using telnet from various machines (to make sure it's not the client but the host) I can telnet to various other ports on the Help-desk server like 80, 8080, but get connection refused on 65432. I have a support ticket open but was wondering if anyone else had this issue? Thanks in advance.
Leaver process - how to know what software an employee has against them?
Hi, I am putting some processes together for when an employee leaves our company. Usually, our HR department emails us to find out what assets (hardware) is associated to that employee who is leaving. HR then contact them to let them know that we need this kit returned to the IT department upon their last day in the office. Currently we have different spreadsheets holding bits of information. It is quite a tedious task to find out what someone has against them. Therefore, i am planning to put
Query about the version update process
Good day The annoying part will consult how we should proceed to update from the version that we currently have 9.0 (9017) to the new available 11.00 (11000). Verifying the information, we have information to do it from Buil 10000 onwards and then given how to do it if you have build 7612 or earlier I remain available.
selfserviceportal change links
Hi I was wondering if it is possible to change the links in the selfserviceportal. what i want to do is when our users click on the "create a ticket" (see picture ) it will automaticly go to the Incident Template. now it works like this "click on create ticket > chose a catogory > click on default request. We only have the default request template so chosing catogory is pretty pointless
Request creation via REST API - populating the requester field?
Hi, Is it only possible to put the full name of the requester in the "requester" field in the JSON payload when creating a Request? I tried to add the email address and the login name as well, but in these cases the requester was not recognized, but new requesters were created automatically... If using the full name (case sensitive?) is the only option, what happens if there are two requesters called John Smith? How to distinguish between them? Thanks and best regards, Tamás
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