IT analytics in 90 seconds: Keyword cloud report
The keyword cloud report gives help desk managers a glimpse at areas that need their attention. Click the button below download a 30-day free trial of Analytics Plus. To download ServiceDesk Plus, click here.
search via API
What I'm trying to achieve is to search requests by keyword (on the subject line for example). The API documentation has an entry for a search_criteria field (found under Introduction > List view fields) with a description of "Refer criteria object (For performing advanced search)" - I've searched the documentation and cannot find this criteria object. Any assistance how to search requests will be greatly appreciated p.s. the documentation for the APIs seems to be all over the place, it would be
How to change Closure Code via API
Hello. I wrote next powershell script for changing closure code $inputData = @" <Operation> <Details> <closurecode>Failed</closurecode> </Details> </Operation> "@ $postParams = @{OPERATION_NAME = 'EDIT_REQUEST' ;TECHNICIAN_KEY = 'KEY' ;INPUT_DATA = $inputData } $URI = "http://servicedesk.local/sdpapi/request/3" Invoke-WebRequest -Uri $URI -Method Post -Body $postParams http request executed successfully with 200 code, yet request didn't changed in MAnage Engine. How i can change request closure code
Database Schema
Hi, I am aware that I can get elements of the schema from within the Reports Module, but sometimes this is not enough to answer my questions. Is it possible to obtain the full schema, including the tables that are not visible through the Reports Module? It would be extremely useful when building Query Reports, as one example. Thanks In Anticipation Ian
Dashboard Widgets - Cannot 'click through'
Guys, Since upgrading to 9409 we are finding that, on the dashboard widgets for Requests Received in last 20 Days and Requests Closed in last 20 Days, we cannot click through to the SLA Violated Requests. The click through to the list works for the non-violated, bit not for the violated, which are really the ones we are most likely to want to look at. Anyone else encountered this and anyone know the solution? Thanks In Anticipation Ian
How to change request to resolved via API?
We can edit request and change status via API to any status except "Resolved"
Regarding issue with resolve notification send to requester
The requester has to delete his / her browsing history every time to close any resolved ticket. When the requester clicked on the link to close the ticket he got the message “You are not authorized to view this page. (Requesters are allowed to closed their own resolved requests) He deleted his internet browsing history and then clicked on the same link.He was able to close the ticket after that. Tried using different browsers, same issue on all the browsers.
Note generation
Hello, I would like to know if it's possible to automatically generate a note for a service request based on a field and form rule selection Thank you
Being able to change the lease notification template.
Hi, Could it be possible to change the Leased asset notification template? We would like for the text to be a bit more user-friendly; and if possible to not send it to the asset owner on a daily basis.. for us it would suffice to remind them every Tuesday and Friday or alike.
Maximum of 30000 records in SDP Reports
What's the best way return more that 30000 rows when extracting bulk data month from SDP in a scheduled monthly report please?
Define Request and Incident
Hi ManageEngine guys, Can you define or tell me what do you mean by REQUEST and what it means as an Incident in Support terms. I am confused, when you all call Incidents as requests and requests as incidents. Thanks John
v9.3 Build 9300 - Not MSP version - Where can I download it from?
I am looking for v9.3 Build 9300. Not the MSP version. Where can I find it? Can someone from ManageEngine let me know where I can find it.
Create a request from a Report
I want to create a request from a scheduled report. Background: The report extract a certain range of calls which need some additional action/verifying. I want to assign this report to a certain group for action. I though of emailing it back to the system but it might not be the best option. Any Idea's/Scripts ? Regards
site details in incident creation screen
Dear team, any one can suggest the how to get the site details field in incident creation screen by requester. so that we can ask requester to fill the field on which site asset is currently located , it will be useful for technican to attend call in less time. regard, Manoj
Servicedesk plus
Is there some kind of tool, in Service desk Plus, that is enable to leave the reminder but for groups.
Note generation
Hello, I would like to know if it's possible to automatically generate a note for a service request based on a field and form rule selection Thank you
printing of tasks in print preview
Hello, When will be it possible to print tasks and task comments from the print preview option for service requests and incidents Thank you
Update requesters E-Mail with API
Hi, Trying to write a PS-script that update requesters E-Mail with the SDP-API. The script works and I'm able to update other parameters, for example "Mobile", but not the E-Mail parameter even though i get a response stating that the result was succesfull. The PS-script looks like this: $apikey = "techkey" $url = "sdphost" $inputData = @" <?xml version='1.0' encoding='UTF-8'?> <API version='1.0' > <citype> <name>Requester</name> <criterias> <criteria>
Upgrade to 9440 - SQL Server issue
I upgraded from v9.3 build 9335 to 9440 and it looked as if everything went well. I did backup the DB and everything and this is in our test environment. Unfortunately, after it finished installing everything I started the service and it would not start. Then I went and checked the tasks and found that there is lot of Postgres processes running. I had pointed the DB to SQL in my previous install and now it ilooks like there is Postgres running. Why would Postrgress processes run when I have the DB
F&F Rule script to prevent submission of request if field entry criteria not met
I'm looking for ideas on how to prevent users from completing the submission of a request if they haven't appropriately filled in certain fields. I have a template with 4 Yes/No pick list fields. At least one of these fields should be answered with a "Yes" value before submitting the request. Each field is mandated, but a user could still pick a "No" value for each and try to submit the request. I can use a script on an "On Form Submit" Field & Form Rule to pop up an alert saying that a "Yes" needs
Service Desk Plus Upgrade Failure
I am trying to upgrade our test system of Service Desk Plus, I have successfully installed a few patches but when trying to go from version 9300 to 9335 it fails and the following error appears in the log file: java.sql.BatchUpdateException: The INSERT statement conflicted with the FOREIGN KEY constraint "CustomReportFilterColumns_FK1". The conflict occurred in database "servicedesk_TEST_NEW", table "dbo.CustomReport_Details", column 'REPORTID'.
ServiceDesk Plus 9417 Released
Dear Users, SDP 9417 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9417 SD-72858: Failure in sending system notifications for incoming requests and conversations in environments where Microsoft Office 365 and Microsoft Exchange mailboxes are configured. This is because even the valid emails sent within these domains are marked as bounced as they don't have the 'Return-Path' header. SD-72318: Under
Can I restrict access to software licenses
How can i restrict access to the thecnicians to see license keys ???
How do I connect a drop down to a SQL datasource?
HI, How do I have a drop down list pull in data from my MSSQL server table? Or If I have to I can have it batch the data in from a CSV file. But I need to fill a drop down with our data and then based on what my user selects - give a sub result. Exactly how 'category' and 'subcategory' work . If I need to I can use API, CSV to populate my drop down list, Insert directly into SQL table, etc. WHat is the method to accomplish this? Using python script to read a csv? Can't seem to find any info on this.
Performance Issue long loading Times opening Ticket System
we have set up the ManageEngine ServiceDesk Plus System and changed every setting for us. Now we finally do our configuration and testing the system and found a performance issue. If we open our Link it takes about three seconds to load the site completely. In attach you can find some wireshark screenshots with bad checksum and a RTO of 3 Seconds. Maybe this is the problem we don’t know.. but for us and our employees is that unacceptable. The other thing is we want to change the Icon in the Header
Menu bar SDP
Hi everyone, I want to customize the menu according to the attachment. Hope to get help. Thank you very much.
How to set Request Status to "In Progress" when a client responds to request?
Hi Folks - How can I set up a process where the Request Status is always set to "In Progress" every time a client responds to a ticket? What is the easiest way to achieve this? Thanks.
Edit language
Hi Dears I want do change your programming language to my language, please tell me what file should be edited. Also my language is Persian and is right to left languages and part of UTF-8 unicode language also I can after translate the whole of the program, send you translate files to use in service desk plus
how can i change calendar
hi i recommend sdp to my company, but it manager said that the major problem of this program is the default calendar and he wants to use jalali calendar instead of it. i found the javascript calendar that is very similar to the default calender of sdp. http://farhadi.ir/downloads/JalaliJSCalendar-1.4.tar.gz if possible for you please help me how can i do it myself. for example how can i replace this javascript calendar instead of the default calendar. i will glad if you guide me.if it is not applicaple,
Persian Calendar
hi... I want to customize calender to Persian Calendar. How can i do?please help me
Persian Language For ManageEngine ServiceDesk
Hi Help me How to change Language Manage Engine to Persian Please
Chart
Colleagues, I have upgraded my service desk to the latest build and I got a new chart feature. The problem I do have now is that a requester can initiate a chart with a group of technician but technician does not have a way to respond to the requester. In summary requester initiate a chart but there is no way a technician can respond to the chart (No available chart room for tecninican)!
User Information
We have multiple domain controllers. Now, when we select the Requester, it automatically fills up the requester information and their contact details and location from AD (I suppose). But, what we are noticing is that there is an issue going on where the user location is wrong which it is being pulled from AD. The users AD account has the correct location, but it displays a different location in the ticket. What could be wrong here?
Unable to login after AD / LDAP changes
We have an On Premise installation of ServiceDesk Plus (v9.4.16) with LDAP integration. Recently, our DC that we connect to LDAP had issues and had to be rejoined to the domain. I am now unable to log into ServiceDesk with Domain accounts. Both of our Technician accounts are Domain accounts as well and we do not have a local account with admin access. I know the server is running because I am still receiving emails for new tickets. I'm just not able to login.
[Webinar recording] How to implement continual service improvement in your help desk using analytics - Part I
In case you missed the first part of our three-part webinar series on implementing continual service improvement in your help desk using analytics, here's the recording. To register for parts 2 and 3 of this webinar series, click the button below.
modify approval field
Hi, I need to know if is it possible to modify the approve request field using, for example, mail commands an if an trigger can be scheduled when the application is approved
self service portal
is it possible to change the submit your request widget to the template directly?
CSV Import requesters with same email
Hi, there is a way to import via CSV a lot of requesters where most of them share the same email address? I tried a bulk import but records are overwritten. Thaks, Regards
Surveys
Hi, Is there a way to send a survey to a particular user or does it have to be sent out after a certain amount of calls have been closed?
How can I change the list of Default Filters for the requesters?
I cannot seem to alter this list - add a specific filter, or even remove filters. Some of them are very confusing for the end-user. Is this normal ? Do you have a workaround ? Because requesters cannot even seem to create their own views.. thx D
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