Requester details field
Hi there Can you confirm where the requester details field is pulled from? Is it auto populated from sign on or does it have to be manually filled in by the requester? Can we add a title and or and info/help to this area Any pointers most welcome, thanks
Query Purchase Orders Approved by Specific User
Hi, We are currently on Verstion: 9.4 Build 9425 with MsSQL database. I would like to inquire about a query to obtain all Purchase Orders that a specific user has been part of the approval process for.
IT analytics in 90 seconds: Monitor assets that may disrupt business operations
Monitor risky assets in your organization and take immediate corrective measures using the Assets that Need Attention dashboard in Analytics Plus. If you're not already using Analytics Plus, download your free 30-day trial today.
[DidYouKnow - 9] Task automation with "Task Dependency" feature
Using "Task Dependency" mapping you can sequence the tasks to be performed within a request. Dependency mapping restricts users from closing tasks until the dependent tasks are closed. Task dependencies are important because sometimes the result of one
What can the Support Group owner do?
Support Groups have an "owned by" field, but I can't find any documentation on what the owner can do. Can we get some information on that added to the documentation?
Change Filed lower text to Upper Text
How i can use the below script to Change Filed lower text to Upper Text in the a filed! -------------------------------------- <button onclick="myFunction()">Try it</button> <script> function myFunction() { var str = "Hello World!"; var res = str.toUpperCase(); document.getElementById("demo").innerHTML = res; } </script> --------------------------------------
Two Select approvers fields
Greetings, team. Is it possible to add two Select approvers fields to the template, an employee from the first field got into the first stage of approval. an employee from the second field got into the second stage of approval. Thks.
CSAT surveys
Morning, Our current instance of Manage Engine sends out a CSAT Email, once every 5 tickets. Is it possible to have the CSAT option built into the actual closure Email? I'd like to see the CSAT included with every ticket closure, to improve our rating accuracy. Previously I've worked with Zendesk and the option to leave feedback was built into the closing Email. Rather than being sent separate. It worked brilliantly for increasing responses. Let me know John
[SOLVED] Unable to import requesters from AD [SD-80358]
Hi There, Am unable to import requesters from AD as I get the follow response: Invalid value specified for the parameter "moveAssetsAlso". Have restarted the service but no dice and happens on OUs and individual. SDP version is 10.5 Build 10509 Regards.
Change Stage approval confirmation dialog box
Hi I am using the change module within Service Desk. Is there a setting that can be enabled that prompts an person to enter a comment as to why they are approving a stage within a change. for example, when a change is submitted, the first stage is the Submission stage. If me as a reviewer is ok with this stage and want to approve it, i select complete and a dialog box appears asking me to enter comments as to why i am approving this. Is this possible? Is there a setting that i need to enable for
Wrong server address Attachments
the server address on the Attached Screenshot is wrong how do I change ther default server address.
Onboarding - Notifying tasks consecutively
I have created a new onboarding template which I've placed under the Service Catalog. Now I need to add 3 tasks. These tasks are dependent on each other and have an auto assigned technician. I am needing some advice on how I can notify the technicians consecutively as one task gets completed. I would really appreciate some advice from anyone who has a similar setup or the know how. I don't require an approval process as the appointment has already been approved at this point. So this is to start
Prevent access to Survey Reports
Is there a way we can restrict access to the default Survey report folder? We'd like to limit this to only managers and not a general technician. This role makes it seem it's intended to manage survey reports but any technician with view access to Reports can see the Survey folder. I also don't know how to interpret the highlighted text. Does this mean that based on which module a Role has access too will dictate which reports it sees? Testing doesn't seem to validate this? SDReport This role, by
[SD-80358] Invalid value specified for the parameter "moveAssetsAlso".
Hi All I would like to request help from you all. Recently I am trying to import AD to SDP, but it shown this error even I have unchecked the "moveAssetsAlso". Do anyone facing this issue before? . Thank you in advanced. Regards Kelvin
Delete report
Hello I have several reports that i have customised and saved in a new "folder". I would like to delete them but i only have a edit button. How do i delete them ?
ServiceDesk Plus: Mail Server Settings
Hi, Im trying to use google mail servers to relay the emails from ServiceDesk Plus, I followed all the settings as per the google help page (here) but im getting the following error. FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. Can you guide me, I am currently using the ManageEngine ServiceDesk Plus 8.2.0 trial version and would like to deploy it within my organisation in the near future. Regards,
Services affected by Incident
Is there any way that I can use to detail the affected services by an incident. Pretty similar to the affected services field that is located in changes and problems
Trigger when problem is changing status
Hello, i would like to ask about trigger when problem is changin status for example is closing. This option is available with Request (in admin menu as Custom Trigger) where i can run powershell script but i don't see this for Problem.
Generating Support File
Hi, In case we need generate Support file through "Community tab/Support tab -> click and generate support file", will there be a load on the tool? Can some one pl throw some light on this? Should we carry out the activity only in non-working hours? Regards R Karthikeyan
[SOLVED] Service Desk Plus - Rest API All Requests
Hi! Documentation for REST API has information about operation GET_REQUEST (demo on-premise) where request ID is required ( http://<servername>:<port number>/sdpapi/request/<request id> ). Is there any possibility to obtain list of requests created during specified day (let's assume all requests created today)? I've based on given documentation: https://help.servicedeskplus.com/api/request-operations.html$view Thanks in advance for response!
Business rule for a particular word in the subject
Hi there, I've currently got a business rule to auto categorise a keyword in the subject field which is "ability" But it appears that words such as "availability" that has the word "ability" in it, get run by the business rule where I don't want it to run. Any ideas on how to get this to rule to work for only the "ability" word?
[SDF-82355] Hide "Generated by" in Report
Good Day I was wondering if there is any possibility to hide the "Generated by User" in a report. We send these to our customers and we do not want them to see who created the report. Thank you very much for your help.
Extract Notes as Readable Text using API
Hi Pitstop Community, I am trying to extract notes from a ticket in a reader friendly format. I have used an online powershell script from pitstop to extract certain parts of request, construct an email with HTML and then send this to a distribution list. Extracting the request details is straight forward (some example) as below but I cannot find notes. #Add Request fields values as needed $ticket = $obj.request.WORKORDERID #Request ID $notes = $obj.request.NOTES
[ForYourInformation -10] Auto-delete users that no longer exist in the active directory
Hello folks, With ServiceDesk Plus, you can now sync the deleted requesters/technicians from the Active Directory. Syncing of deleted users happens after a user import. Once the sync is done, it shows you the list of deleted users from AD. You can delete the requesters and technicians from the list. For requesters, auto-deletion can be enabled so that when a requester is deleted from the active directory, the user will be removed from the application as well. However, technicians have to be deleted
ISREAD
What does "ISREAD changed from true to false" mean? It's from Request History
Powershell API v3 "Get All Requests"
First off, here's my code: $header = @{TECHNICIAN_KEY=$ApiKey} $params = @{input_data=$input;format='json'} $Uri = $SdpUri + "/api/v3/requests/" $result = Invoke-RestMethod -Method GET -Uri $Uri -Headers $header -ContentType "application/x-www-form-urlencoded" $result | select -expandproperty requests | select id,subject,requester By description, this is supposed to get all requests. However, it is only returning the latest 10 requests. I need to be able to get more than that, as I am attempting
[ForYourInformation -9]: On behalf of field in request form can be managed by FAFR
User On-Behalf-Of: This feature in Service Desk is to support the creation of a new request by a user On-Behalf-Of another user. A Scenario to understand this feature: Tom finds a login issue with his Laptop, he needs to log an incident ticket regarding this case, however, he is already locked out of his Laptop, Andrew his colleague helps him to log the ticket in Service Desk using On-Behalf-Of feature. Notifications like request creation/resolved/closed/survey will be sent to both requester and
How to remove default "Helpdesk" dashboard?
Is there a why to remove the "helpdesk" dashboard?
Outgoing E-mail Notifications
I am having some issue regarding the outgoing automated e-mail from the system. I have some screenshot that will help describing my situation here. The first and second picture are not the e-mail we are expecting, and we cannot find out the problem that caused that e-mail being sent. Meanwhile, the third picture is the one we are expecting. We sent two different e-mails with the same account, and with the same content and subject, but receive a different return. I was wondering why this could happen.
update to 10500 failed
Hello. i have SD version 10021. Hosted on CentOS Linux release 7.6.1810. Update to 10500 failed: INVALID NODE:customPatchValidator INVALID NODE:autoCloseDelay INVALID NODE:customPatchValidator INVALID NODE:autoCloseDelay INVALID NODE:customPatchValidator INVALID NODE:autoCloseDelay Pre Invocation in progress 2% Completed [-] It is recommended to take a backup before upgrading. Please note that the backup may take a while. Input Yes to proceed or No to
Dropping Time and Time Zone Information from Date in Scrip
Hi everyone, I was wondering about how I could take the value of the below and drop everything following the date. I don't need the date-time, just the date. This is extracted from a field to be put into the subject for easier management. $CS.getValue("GUDF_DATE1"); The value pulled from the field is very long and unsightly for a subject line. Is there any way to do this? Is the scripting language vanilla JavaScript? Or is it something a little more esoteric? Thanks, Devin
Way to change the default message "Request does not fall under your premitted scope. So you are not authorized to update the same"
A technician use the "Edit" button to update a request, after she/he assign the incident to another group which she isn't part of the group (and the account are not allow to view all request). The above message appear "Request does not fall under your permitted scope. So you are not authorized to update the same" Is there way to change this message? Or can it just close and return to the Request webpage. Regards
Service Catalog & Product Price
Hi I'm testing v10 currently & looking at refining our self service portal further. Here is the scenario. For a Service Requests for new IT equipment, a) I have a form & with a resource for 'New laptop' b) I have a drop down of available laptops which has been populated by adding options from the asset list c) Each asset has a price associated with it Qtn. How can I get at those prices to display a cost total to the end user or calculate a total for approval? Currently, I have a script which includes
Business Rule to convert issue created via email to request template
Hi there! I have a business need to be able to convert an issue ticket that comes in and is created via the email process to a request template. The reason is that the issue templates don't have the ability to have tasks assigned by default. Is there a script that we could execute in a business rule to convert the incoming ticket to a service request, instead of it being an issue. That way we can have tasks on the ticket by default. If there's another solution you can think of, I'm open to suggestions.
Applicaton Throwing Error processing request
Hello Support Team, Sometime i am getting error in all the browser when accessing the SDP application- "Error when processing request". i did not find the resolution for this. thats why i restarted the application everything running smoothly. We are using build SDP 10012. Please refer the snap attached herewith and help me to isolate this issue, Thanks Regards, Subrata Pradhan Mob- 9874562570
Add the approver stage
Greetings, team. When creating an incident, it is necessary to add the approver stage for a specific employee through custom trigers. Tell me, can anyone have a ready-made script? Thks.
[SDF-60131] Notify VIP Requester when a new request is created
Hello, We currently have an email notification setup to reply to the requester once they have logged a ticket. I would like to exclude 'VIP' users from receiving the standard reply. I have setup a Business rule that sends 'VIP' users a different response. But at the moment they are getting both the standard reply and the new business rule reply. Please kindly assist. Thanks T
Error starting Manage Engine Service Desk Plus
Hi, I'm have installed Manageengine Service desk plus 10.5.13. the installation finished with success under root directory/Manageengine/ServiceDesk when o tried to run ./run.sh it throw the below [root@itca bin]# sh run.sh JAVA_HOME : /root/ManageEngine/ServiceDesk/jre SERVER_HOME : /root/ManageEngine/ServiceDesk DATE : Sat Sep 14 03:20:47 CEST 2019 Error occurred during initialization of VM java/lang/NoClassDefFoundError: java/lang/Object No error logs in the logs directory. please help
System Notifications
Hi I am using the change module and have noticed that my system notifications are not working. when a change is raised me as he change owner is not receiving an email stating it has been raised. I have checked the settings and all appears to be ok. I have tested it by ending a notification from the actions button and appears to be ok. It is just not working during the workflow. the workflow has also been configured to notify change owner during each stage.
upgrade getting failed while upgrading from 9317 to 9335
Hello Team, I'm Facing serious problem while upgrading and upgrade getting failed while upgrading from 9317 to 9335. Your Quick response will be Much Appreciated...
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