Adding Planning/Implementation/Review to Change Template
Hello, we have a few routine, "pre-approved" changes that need to be entered on a very frequent basis (sometimes 3-4 times a week). These changes have the exact same planning, implementation, and review data every time so we end up just copy/pasting the text from the previously entered change. I realize that we can create change templates that will fill in the submission details, but we still have to go back in and copy/paste the same text into each field over and over again. It would improve our
Make announcement with business rule
Hello, Is it possible that the SD+ ITIL system automaticly makes an announcement if an incident has a priority "Urgent" of "Critical". In our case Urgent or Critical incidents indicates that more then one employee or a total process in involved. In that case we can inform everyone at ones with an announcement. I tried it with business rules but its not possible. Thanks Richard
Report Required
Hi, Can you create a report with the following detail: a. Ref no b. Raised by or reported by c. Date (reporting/creating date) d. Subject e. Type of ticket (bug, enhancement, access related, user knowledge gap or others .. whatever headings available) f. Assigned to g. Date assigned h. Date attended i. Updates (activities and date) j. Last update (person and brief) k. Resolution Thanks, Tracy
Add multiline resolution via API
Hi, i'm trying to add resolution to ticket via REST ARI, and my input xml is: <Details> <resolution> <resolutiontext>Test resolution</resolutiontext> </resolution> </Details>So, when it is only one line in xml, everything is good, but when i add something like this: <Details> <resolution> <resolutiontext>Test resolution Test resolution string 2 Test resolution string 3 </resolutiontext> </resolution> </Details> it's, all the same, adds in one line.
api ADD REQUEST in html format
i need try to add link new line via api resoltion but HTML format not correct i try using \n to https://pitstop.manageengine.com/portal/community/topic/add-multiline-resolution-via-api but always receive that issue <message>Error when performing - ADD_RESOLUTION - XML document structures must start and end within the same entity.</message> if use single text file no have issues. my request are format for example https://myserver/sdpapi/request/3534343/resolution/?OPERATION_NAME=ADD_RESOLUTION&TECHNICIAN_KEY=xxxxx&INPUT_DATA=<Details><resolution><resolutiontext>
Deletion of WAL archive files
Hi, we have a lot of WAL archive files filling up the disc. Can these be deleted on a regular basis directly in a fileshare? or should we have postgres to delete them automatically -> if this is the case how should this be setup?
API parameter list
Is there a list of parameters for the API? I have gone through the documentation and I cannot seem to find a simple list. Right now I am trying to assign addresses to "email id to notify" and if anyone knows what that is I would greatly appreciative, but direction to a parameter list would be super as well.
ServiceDesk Server is not running
Hi, I installed ServiceDesk Plus on WServer2008R2; I worked fine until yesterday; now I don't know why when I start client web the prompt says "ServiceDesk Server is not running", but the service is up in windows task manager... Any tips? Version: ServiceDesk Plus Standard Thanks !!
NTLM redirection failed to login page
Is there any one experiencing this when you delete the appended conversation entry from request? We are on 9413 release. When we were on 9410 it goes to blank may be just not seen the message. It happened when I delete the appended conversation entry from email sent to the pop accountant. one of those out of office message or duplicated one. Thanks, Ben PS Tried to catch the screen shot but could not successful as it loops and message is flickering quite fast.
Manage Engine ServiceDesk Not Starting
Hi, I recently completed windows updates* and restarted the server that is hosting MSD. As soon as the server restarted, I noticed that the ManageEngineServiceDesk service would stop. I did some troubleshooting and determine that this may be a database issue. Please advice. * KB4340556 KB4338818 KB890830
cancel notification administrator login in service desk plus
I want to cancel "administrator login" notification, dont show user and password , When i want to login service desk. add the picture to attach.
Deleting Notes
Am I able to delete a note on a request? If so, how? Thnx
Incorrect Time Zone !
Hello, we have the same problem with incorrect Time Zone, and it's not ok for every user to change manually the Time Zone. Why don't you have a "Default Time Zone" setting so that everybody can use it ? How can we install the latest version of tzupdater.jar ? Can you put it here? Or how can we use the tzdata-latest.tar.gz ? Thank you.
Issue with duplicate requesters
I am having an issue where there are two requesters for a user. One is the AD pulled requester and the other is from their requester sending in emails. The emails for both requesters are the same. Is there any fix for this, or reasoning behind it? I verified that the Override setting is enabled in the Self service portal settings. I know that the login name and email need to match for an overwrite, but when some users send an email, the emails come in with "Login name" as their full email. Is this
Project Report - Revision
A while back, you gave me a query for a formatted Project Report. I need something very similar, but I need to show all statuses for Tasks, Milestones and Projects; the one that was given to me currently only shows me Open/Held ones. SELECT projectdet .PROJECTID "Project Id", projectdet.TITLE "Project Title", projectstatus.STATUSNAME "Project Status", projectowner.FIRST_NAME "Project Owner", longtodate(projectdet.SCHEDULEDSTARTTIME) "Project Schedule start", longtodate(projectdet.SCHEDULEDENDTIME)
Is MS SQL 2016 (SP2) supported?
Hello, We'd like to move SDP to a more current version of MS SQL. I see in the documentation that "MS SQL 2016 (SP1) with 110 levels of compatibility" is supported. All of our DB servers already have SP2 installed. Is there an ETA for when you will support MS SQL 2016 (SP2)? Thanks, -Jason
Remote control feature
Although all our technicians have AERemoteControl permissions and the remote control option is enabled none of our assets currently display the remote control option. Can a solution be provided please?
backup restoresd failed when change database from postgre to mssql
Hi I Use servicedesk plus 9202 version on postgre database and I Updated version to 9411 and after that changed database to mssql but database after changed not restored fully and have error, I attached error text under post. please help me for resolve this problem. Thanks.
Customising the login page
I've been following the below article to try and customise the login page however the original files just seem to be getting recreated or modified when the service is restarted. Can I receive some confirmation on how I can achieve a customised login page? https://help.servicedeskplus.com/configurations/login-page-customisation.html Thanks.
ServiceDesk Plus 9413 Released
Dear Users, SDP 9413 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Change in 9413: SD-71872 : Custom statuses, created before 9.3, displayed as system project filters are removed with this release. Issues fixed in 9413 SD-71818 : Upgrade failure occurs during migration if a PO had "null" value for the "item" field. SD-71817 : Upgrade failure occurs due to non-synced entries in "changetoci" and "ciinfo_otherapps"
VSTS Integration?
Hello everyone, I am looking to see if anyone has had success integrating SD+ with Visual Studio Team Services (previously known as Visual Studio Online), Microsoft's cloud hosted version of TFS. I understand that we should be able to use triggers, service hooks, and the like for API calls back and forth, but I was curious if anyone has actually attempted this, and could point me in the right direction? I have no problem getting in there and figuring it out myself, but perhaps some sample scripts
Custom Schedule
I am looking for a script and sql statement to close certain requests. All requests in a certain group that have all tasks completed (there can be up to 30 tasks) and not in a waiting for approval status. I want to add "Closed Complete" to the resolution field and close the ticket.
Viewed Ticket notification
Is there a way to know when a technician viewed a request that was assigned to them? I know that in the history tab it shows activity on the request (updates, reassigned, notes, etc) but it doesn't show when the technician viewed the request. Any help is appreciated.
Large wal_archive folder
Under ManageEngine > ServiceDesk > pgsql > data > wal_archive there are 607 files (and growing!) all of roughly 16MB. The first one dates to 04/05/18 which is probably around the time I installed quite a large ServiceDesk patch, we are now up to 9.4 Build 9412. Is there a way to reduce/remove these files and prevent the issue from continually filling up disk space on the server? I am not sure what the 'wal_archive' is used for, as we just take a full backup from time to time with the backupdata.bat
Report help - Reassigned tickets
Apologies if this in an obvious question and has been asked before. I'm guessing this will require some kind of query based report. I would like be able to report on a tickets history, showing which groups it has been reassigned to along it's journey. The report would have to show tickets that have been created Last Week, and then all the times the ticket has been reassigned to another Support Group. I'm only interested in tickets that were assigned elsewhere by a particular Support Group, so
Incident Service Catalog
Hi All, We are doing a demo test for management-engine Servicedesk, the tool is awesome but, I would like to know if you guys have done a customization regarding this topic, we are discriminating our tickets as "Requirements and Incidents" I checked by my own and I found this old post and this is what we want to achieve. create a column with alphanumeric values to discriminate the ticket in the service catalog. Example: REQXXX or INCXXX https://resources.manageengine.com/topic/customization-2-6-2016
E-mail Command
When I send mail with e-mail command appear in the description, for exemple: @@OPERATION=AddRequest@@ @@CATEGORY=Printer@@ @@SUBCATEGORY=Tray1@@ Is it possible that this text in the description is hidden and can add another? I do not see any label to add text to the description
Cannot complete child task while parent task is still not completed
Can somebody explain the rationale behind this error message I received when trying to close a child task: "Cannot complete child task while parent task is still not completed." I believe this is backwards. Child tasks should be closed before parent tasks; only when all child tasks are closed should a parent task be closed. Certainly this is the way the dependencies are displayed in the Dependencies Map: Projects are dependent on Milestones which are dependent on Parent Tasks which are dependent
Email reply request ID double up
Hi there, When replying to a ticket the request ID is added in the subject so that when they reply to it SD+ knows what ticket it belongs to. But when I reply to their reply, the request ID is added again along with the subject (which now includes the request ID) so the longer the conversation the more request IDs get added. Have we set this up incorrectly? See screenshots Cheers, Nick
Off-Hours Auto Responder?
We would like to set up an autoresponse message when support request comes in after hours. We would respond with suggestion to call our emergency support line if there request is an emergency. Is there some way to do this now? Seems like this would be a good option in the Admin area where you enter your service days/hours. Any suggestions Thanks Jerry
Users can't search solutions on the dashboard
Hello We've got a small problem.. So if a User, not a technician, tries to search the solutions on the dashboard, he'll gets an error which provides he has not enough authorities. But he can search the solutions if it's not on the dashboard... Is this behaviour on intention? How can I get those authorities for the user? Greetings
Integrate ServiceDesk Plus with ADManager Plus certificate issue
I am trying to integrate SDPlus with ADM Plus. I've entered the correct information in SDPlus General Settings - ME integration, but when I select "Test Connection and Save", I receive an error stating: DC is running in secure mode(https). The certificate from this product should be imported into SDP for https mode. Refer help card to import the certificate file." (see attachment) How do I do that? I don't see anyplace that I can do that? Can you please send me directions?
Reminders of Resigned Technicians
Hola! is there a way for us to know the reminders set by the resigned technician? If we disable or delete the technician, the reminders might also be deleted. I want to know and if ever, we (the current technicians) can follow up the reminders that he/she sets.
ChangeOwner permissions to Edit Change - 9.4 9409
Hello, we have ServiceDesk Plus Enterprise 9.4 9409 with MSSQL.. On Changes module, we have the ChangeOwner Role who has Edit permissions on all stages. At the Close stage we need to fill a Change field of the Change details. Based on this post: https://pitstop.manageengine.com/portal/community/topic/change-permissions-not-working-9307-build , the Edit button must appear on all stages. However, the Edit button is not given when viewing the Change record or in the Change details. Thank you.
Users access management profile
Is it possible to create a profile for users access management, like create support groups, associate users to groups, set user profiles and import users from AD?
Is there a report that I can run that will find all the assests with low disk space?
I would like a report that would find all in use or in store assets that have less than 10% drive space remaining on C: drive. We are using SQL 2012 and are on version 9409
Powershell and API
Has anyone successfully written a PowerShell script that updates workstation attributes such as the asset state? Thanks
Scheduled requests
Hi! I want to print out the scheduled tasks via SQL. Which table is it? Thanks! Regards
Attachment Size limit
Hi, Is it possible to attach files greater than 10mb to a Solution and if so, how do I go about it? I'm using 8.1.0 Build 8100. Thanks, Ivan
Right to Left solution in Manageengine service desk
we have a problem in "Right to left" conversation . please help us
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