[SOLVED] Script to fill in Technician automatically in request form
I am busy making a template for technicians with the purpose of registering 'first line fix' calls that do not need detailed information to be saved. So in the request template almost all fields are pre-filled-in. Technician only has a minimum of info to enter. Now I need a custom script to be used at the template Rules tab that will fill in the name of current logged in technician. The script should do the following simple actions: - Fetch the full name of the technician - Fill in this name at the
Failed to start the server. Please refer logs for more details
root@sd:/opt/ServiceDesk/bin# sh run.sh & [1] 6435 root@sd:/opt/ServiceDesk/bin# Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /opt/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -D program.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.Adv entNetServerImpl -Djboss.deploy.localcopy=true
[SOLVED] Need a report with "PENDING REQUEST AGE BY REGION"
Hi, we have several "Frequently asked reports" available, but I am having issues trying to create one that provides the Pending Request age by REGION. Is there an option to run this? I have several regions and want to see the age of pending requests. I will need also to create another similar by site. thanks!
Expand My Tasks on Home Screen
Is it possible to expand the description of the Tasks shown on the home screen,and, also include the Task #? Would like to see the full Description: i.e.: TA-1234 HR New User Notification – John Doe (this includes the Task ID) OR Ability to hover over the title to see the full description of the task. With Home as the landing page, should be able to see full description without having to enter the "Show Al"l or go into the Request module to open the task quick view. See the attachment for
Resend Survey
Hi, I see that this is taken up 4 to 6 years ago. However, seems this functionality is not available yet. Is there a way for us to resend the survey? It looks awkward in the report that says 'Not Assigned' in the Survey Report. Thanks to advise. Bing
[SOLVED] I need to make a API Request to assets and get info
I want to make a API call to get asset info. The info I need are attached below:
GDPR Compliance
Which version of Service Desk Plus is GDPR compliant?
Script Master - 13: How to automatically close requests that are in a specific status.
This week's script master post is about using Custom schedules feature which was released in our latest version 9300. The Custom Schedules feature enables you to access any data in ServiceDesk Plus to perform customized actions(specified in a customized script file) periodically. Each custom schedule can be given Query Reports as arguments to the script file. This enables access to the required data in ServiceDesk Plus through queries. You can even synchronize ServiceDesk Plus data with other third-party
[SOLVED] How to avoid submit duplicate requests
Hi How to avoid submit duplicate requests with the same subject by requester 1? Scenario: a user record duplicate requests (with the same subject ) in one day. Also merge duplicate requests, it will take long time to handle them by technicians. There is a script or way to get the user's request status for a specific subject in today? When he/she try to submit a new request with the same subject, How to avoid submit duplicate requests with the same subject for the user!?
Unclean shutdown of previous run. PPM Installation failed
Hi, I am getting the errors 'Unclean shutdown of previous run' and 'PPM Installation failed' when trying to start SDP. Any suggestions as to how to remedy this would be appreciated, I've attached the log output as well. Thanks and Regards, Geoff
Speed up resolution times by tracking time spent in each status
It's important that help desks closely track what transpires with a request from the time it's created until it's marked closed. Left unchecked, requests could end up stagnating, thereby increasing the request resolution time. One way to track this is to look at the average time requests spend in each status. This will help you identify the status in which your tickets are being held, subsequently enabling you to identify whether it's a process-level issue. For example, requests parked in on-hold
Temporary tasks
Good evening all, I'm trying to find a way to essentially create a temporary task or a reminder task. As an example, if we have someone who is unable to perform their regular duties due to injury/other reasons we move them to a different department to help out. When they move to the new department, their permissions get changed on various software to allow them to perform the new role. The issue that often happens is these permissions don't get removed when they return to their regular duties.
Loan Feature
The ability to loan items with a check out check in kind of thing. Maybe?
Report with time spent
Hi, I´m trying to create a custom report to show the below informations: Request ID Technician Category Subcategory Item Total of Time Spent in each request (sum of time taken to resolve) But I dont have all these fields when I try to create a report. Could someone help me to create a query report with these fileds? (MS-SQL) Thanks a lot Paulo Santos
Tickets created by API are setting the wrong requester name
When I create a ticket via the API, the requester is the API-key user instead of the requester I specify. Example API : $CreateTicket = @" <API version='1.0' > <Operation> <Details> <parameter> <name>requesttemplate</name> <value>Replacement Mobile Phone</value> </parameter> <parameter> <name>requester</name> <value>requestername</value> <name>Status</name> <value>Wacht op antwoord</value> </parameter> <resources> <resource> <title>Choose Your
Need help figuring out how to classify assets properly
Hi folks, I need help classifying assets when entering them in the PO module. I'd like to do it properly, but I'm just not sure how to go about it. Here is the example: I have a quote form ManageEngine for purchasing DesktopCentral. The quote contains two items: a) 85511.0S3: ManageEngine Desktop Central UEM Edition- Subscription Model-Annual subscription fee for 225 endpoints and Single User License (1 item) b) 85510.0SU2: ManageEngine Desktop Central Addons - Subscription Model-Annual subscription
Incorrect sorting in inline editor [SD-77313]
Found a sorting bug in inline-editor when working with multi-select fields. How to reproduce: Create multi-select field with some values. Sort it manualy in correct order. Save. In the request, enter to inline edit mode by clicking on fields. And now, values sorting order is different from saved order. In full-editor (button Edit on top) sorting is correct, as well as in the request preview. P/S/ SDP 10.0 Build 10013
Re-open incidents upon non-requester replies
We've noticed that when other users that are not the requester but are included in an email conversation of the incident reply to an incident, it does not re-open (but it does re-open when the requester replies). Is there an existing setting/feature to change this behavior? To have an incident open when someone replies to an email even though they are not the requester of the incident?
GET_REQUEST_FILTER issue
I found an issue if I am using "&" in Custom View(filter) the Rest API does not recognized it. How to solve this ? The post url: "http://servicedesk.XXXX/sdpapi/request?OPERATION_NAME=GET_REQUEST_FILTERS&TECHNICIAN_KEY=XXXX-XXXX"
Can we see requester's approval log?
Is there a report, or somewhere within Requester's detail, we could view what approval has been approved (or rejected) for this particular requester.
Delete Announcements by others technicians!
In Servicedesk plus when admin make a announcements, others technicians can completely delete announcements , Why?
Technician replies are not getting sent to requestors
SDP Support is forcing me to use this platform for support rather than try helping me resolve the issue. I'm still evaluating the software, and I'm already having a hard time to get real support. Anyway, hopping someone can help me with this. I finally resolved the issue with mail fetching. SDP can connect to the mailbox just fine. No issue with fetching or sending initial emails (ticket assignment, acknowledgement email). Now SDP is not sending replies to the requestors. -External user sent
Workflow alerts to users
I have searched and found that task can only be assigned to technicians so I am asking if anyone has found a method to be able to loop users in on workflows. An example would be onboarding. Operations handles purchasing mobile devices, door entry codes, etc and it would be nice if a template could include a task that simply emailed them of the need. I am not concerned with user completing the task in Servicedesk at this point only them being alerted that things need to be done. thanks
Change Port 80 to 8080 on linux
Hello, I have tried to change the port 8080 to 80 but always the software says : "Port 80 is occupied". I have tried to reinstall serviceDesk plus with Port 80 but same message. Can you help me ?? Thank you
Task status
Hello Community, I have some template that are using resources and each resources option has a task related to it. Now, i want to disable the checkbox of that resources based on the task status. if a task has status resolved, closed or cancelled i want to be able to disable the resources checkbox. this would be a rules in the template. i have not found a way to get the task status. any idea anyone ? regards, Martin
[SOLVED] Acme Report image
Hi, how do i change the graphic that's in the export report from the standard ACME Helpdesk Image? Thanks.
[SOLVED] Get all user email - script for custem field
Hello, i would like to create a custom field where i may choose address email all of my requester - i'm creating functionality, which share automaticly request to persons pointed in this field. I have script which share request to person with specific address email - currently i give them manually. Can you give me tip how i may create script for field, which load email of all my users ?? Regards, Tom
ServiceDesk Plus API File Upload
Hello, I was hoping find a way to upload a file (or files) when creating a request through the API, however http://www.manageengine.co.nz/products/service-desk/help/adminguide/api/request-attributes.html doesn't appear to talk about it. I found 1 forum where it was mention that it is supported, but no links/details were given. Has anyone done this/would you please provide details? Thank you in advance for your experience and time, Justin
SDP API - Can you raise an approval? (PowerShell)
SDP API - Can you raise an approval? (PowerShell) In particular, what Operation Name is required? The documentation is quite poor with specifying Operations Names for different requests.
[Solved]Can I delete the mLiteMigration folder?
We're running build 9409, and planning on updating to the latest (currently 9416). As part of our pre-update process, we stop ServiceDeskPlus and 7-zip the entire program folder. Afterwards, to save space, I'd like to know if it's possible to remove the "mLiteMigration" folder, as it looks to be the backup folder for the pre-9400 series files. Is there anything in this folder actually used by the 94xx line at this point? Thanks
[SOLVED] Getting the Requester Name in a variable for use in triggered Execute Script
Hi team, Is there a predefined variable name by which I can get the requester name (cs.get("REQUESTER") or cs.get("REQUESTERNAME"). Also, I'm wondering if there is a variable that does the same for the field of the submitter when using the "On behalf of" field. I'm trying to add a requester's name to the subject when a custom field is modified. Thanks, Adam
[SOLVED] Deleted Project Additional Field, but it still shows up Project Templates
Your Version : 10.0 Build 10009 I created Project Additional Fields, then deleted them. When I attempt to create a new Project Template, a field still sows up at the bottom under Additional Fields. When I attempt to save the template, I receive an error. 'Value provided for field(s) [udf_fields] is invalid' I've attached a word document that includes screenshots.
[SOLVED]How can I change the option of requiring a worklog to close mass tickets?
Have old tickets that i need to mass close. Requires a worklog. How can i change the option of requirement it?
Survey variable fields for ticket number and ticket title or subject
Team, We have not been able to use the variables for the ticket number and subject of the ticket in the email inviting the requester to a survey once the ticket has been closed. In the Configuration Wizard - User Survey - Survey Settings, the $RequesterName and $SurveyLink work fine, but the information in the $SurveyLink doesn’t has enough information as to inform which is the issue of the ticket and the ticket number. Please advise what are the variables that we can use for the fields for
Copy Incident Template
It's helpful that you have the option to make copies of Service Request Templates, but there should also be an option to make copies of Incident Request Templates. Jeff
Unable to connect to Exchange 2010 mailbox
I'm having an extremely hard time trying to get SDP connect to the mailbox. The credentials to access the mailbox are correct. SDP keeps showing this error: FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox. I'm seeing this event ID 12014 on the Exchange 2010 server: Microsoft Exchange could not find a certificate that contains the domain name mail.fqdn.domain in the personal store on the local computer.
Understanding response and resolution times in context with customer satisfaction
First response and request resolution times are the fundamental metrics to evaluate the efficiency of your help desk. Here's a brief: First response time is the time taken by the technician to reach out to the customer/end-user for the first time since the request was raised. Now this may not necessarily involve request resolution, however it does provide the customers assurance that the technician is working on their case. Resolution time on the other hand is the time taken by the technician to
[Tips & Tricks] Automation's in Service Desk which can replace Help desk coordinators role
Yes, in Service Desk we have quite a few features that can automatically assign tickets to an individual or a group. Let's discuss in detail. # Tickets can be assigned through incident and service templates. Smaller organizations with a handful of technicians
Microsoft Power BI Desktop Configuration
Good day, Is anyone willing to share any information on how to configure Microsoft Power BI Desktop to display reports based on information collected from ManageEngine ServiceDesk Plus. The database is MSSQL 2014. Thanks for the support team, I greatly appreciate it. Regards, Stephen Henry
ServiceDesk Plus 10 Released
Dear User, We are delighted to share that we've reached a new milestone today. Available immediately, ServiceDesk Plus 10 comes with a bunch of highly anticipated features and bug fixes which includes, Request Life Cycle With Request Life Cycle, you can predefine the set of statuses each ticket goes through, and specify the conditions and actions for each status change. The best part is that you can design all of this using a simple drag-and-drop interface. This ensures clarity and consistency in
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