REST API and Network Monitoring
We are currently using ServiceDesk Plus and PRTG and I would like to publish our current SDP dashboard on our PRTG screen, within PRTG I can create a REST API sensor which should be able to pull data from the SDP. But I dont know if pulling stats is available. Is there any way of using the REST API to get the number of tickets (Total Open, On Hold, Overdue) ? My API skills are a little bit lacking (I'm Ops not Dev! :D ) so might need a bit of handholding. Thanks Andy
Reminder Notifications
I would like to utilize reminder notifications in both tasks created and other quick reminders from the scheduler. Creating the reminder is not an issue, but I am having a problem getting the "Notify Before Scheduled Start" feature to work. I don't see anything in ServiceDesk that displays the notification at the time specified before the start. I've checked the admin guide but doesn't say much about this feature. I've also checked the notification rules section to see if I missed enabling anything
Quick way to turn request into a PR
Is there a quick way to turn a request for new equipment into a PR without having to retype a lot of the data in again? Also not sure if you can link a PR/PO with the original request.
Work Log Details Report
We use the Tasks/Work Log details section in requests to track technician time. Is there a report I can run to get the description of those work log details? Say by category or sub category, to see what the technicians are entering in there.
Query report - tickets onhold without response
Hello, We need to have a query report that shows tickets that are onhold and have not been updated for more than 7 days. I found this report online which is kind of what I want but 'Waiting for User' should be 'Onhold' and I am concerned about the last update time rather than creation time. SELECT wo.WORKORDERID AS "Request ID" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN StatusDefinition std ON wos.STATUSID=std.STATUSID WHERE ((std.STATUSNAME = 'Waiting
Export software by manufacturer and version
how do I
Tech Attendance report
I would like a report to show a tech's availability based on calendar entries for vacation/ sick time etc. columns: tech name (selectable - select one or multiple names) month (selectable - current or previous) date reason for not being available i.e. on vacation, sick, personal time etc. total of each "reason" running 9.0 build 9008 MSSQL
Hide Groups - FFR
We'd like the ability to hide certain groups from an incident template using field and form rules. Currently Group is not an available option from the drop-down. Why do we want this? We are using the Tech Availability Chart to assign and view resources. Since our team is split across multiple Support Groups, we created separate Support Groups per Manager team. This way managers and team members can view their teams availability without having to locate everyone across multiple support groups.
SD Windows Agent
We have recently intergraded DC with SDP. All our workstations have the DC Agent installed. We are wondering if we also need to install the SD Windows Agent in order to use the Asset Management function? Thanks!
[X] Don't show login details again
Afternoon everyone. Quick question. How can I permanently delete this message from everyone logging into SD+? I click the X, refresh and it's back again! There has to be another setting i'm missing but where? (it's driving me crazy!) Thanks in advance. Mart
9409 bug with Scribble Pad
I just upgraded our Dev to 9409 from 9403. Tested our Scribble Pad. Found an issue. Added some random text to the pad. Closed and saved. I can open and my text is still there but if I try to edit and/or close the window closes but I get a pop up "Internal Error" red box that disappears in about 8 seconds. If I re-open Scribble Pad, text has not changed. Screen shot of error. Please advise
Write to table directly for picklist values
We created a picklist field and had over 3000 values added to it (its a list of customers). When i created this initially, i used the GUI to build the table and add a value to lookup against, then i wrote directly to the database table to add new customers. We are able to use these values in requests. When i have tried to add new customers this same way since, i see the values in the incident-additional fields views, but they do not display at all in the request templates. Anyone have any success
Windows 10 - assets - version number
Hello, Is it possible to use the assets to display the version number of Windows 10? 1703, 1709, 1803? After all, there is also a column version in the Software tab. Only the operating system has no information. Is there an update for this? When is this expected?
View all Open/Not Resolved tickets with Powershell
Are their any examples of how to pull all open/not resolved tickets with powershell/REST API? I can find a lot of examples on how to pull individual tickets with a known request ID...but I would like to pull up ALL tickets. I could also do this myself if there is a way to query all request ID's... Any help or examples would be greatly appreciated
Issue on servicedesk plus
Additional details of the Database used: MYSQL 2008
Service Desk crashes after upgrade to 9.2 komp.9202
Hi, does anybody experiens problems with SD+ after upgrade? System crshes every few minutes... What I have found in Win App event viewer is error related to Java ... see below. Java update didn't help at all ... Is there anybody who can help ... ? Thanks Bartek Faulting application name: java.exe, version: 7.0.550.13, time stamp: 0x5327b4dc Faulting module name: ntdll.dll, version: 6.1.7601.18247, time stamp: 0x521eaf24 Exception code: 0xc0000374 Fault offset: 0x00000000000c4102 Faulting process
ManageEngine SD Professional
Hi, I'm seeking help for the following issue: I've bought a SDP Plus Prof perpetual license, manage engine is running smoothly for several years after the disk ran low and everything stopped. Could anyone help me regarding this matter? Thanks!
Custom Report Filtering Problems
I have created a report to show all overdue cases and I have 2 questions on the filter options 1. to show to correct data, I set the filter with the sequence: Request Status is "Open" OR Request Status is "Onhold" AND Overdue Status is "yes". If I change the sequence to Overdue Status is "Yes" AND Request Status is "Open" OR Request Status is "Onhold", the result is difference and the data is wrong 2. I saved the report, and next time when I tried to run the report again, the filter option will automatically
Admin Lockout
Hi We are currently locked out of the admin function of Servicedesk plus. Can you please send me the admin reset instructions? Thanks Jason
Reporting Opened versus Closed Servivce Requests
I am looking for a query/report to pull both the Opened and Closed Service Requests for a specific time period in one query/report. I want to be able to see the number of SRs that come in and compare it to the number of SRs being closed in one report to show my management. Thanks, ~ BD88
Mandate CAB members in change control template
Hi, Is it possible to mandate a default cab member in a change template? For example in the default change template the CIO must be a cab approver and cannot be removed. Regards, Jacob.
Issues with the Copy Rules function, 9335
We're just in the process of upgrading to 9335 (from 9221). I'm happy to see the "Copy rules" function in Field and Form, Rules has been improved. For example, in 9221 if you wanted to copy a rule to another Incident template, as it was a drop down you could only select one template to copy it to. In 9335 you have the option to multi-select as many templates as you like: However, there are still problems with this: 1) It seems there is no option to overwrite an existing rule if it has the same name:
Email fetching, emails are coming through as string text
Emails are coming through as string text rather than a html email, how do I resolve this?
Editing Asset Product List
Somebody try this that uses single sign on. Goto Admin, asset management,, products and try to edit an existing product. Gets a fail popup related to SSO. This is why SDP is getting extremely frustrating to work with. Its so bug ridden is making it difficult to justify staying with this product.
Load balancing inconsistencies
I have been using Load Balancing for request auto assignments. I have two techs currently in the Load Balancing, but what I have found is that SD+ will periodically choose one technician and assign them 6-7 requests, then start assigning them to the other technician. I currently have on tech with 2 requests and one with 7. How is this balancing? What are the variables it uses to decide who gets the request? The only reason I think the other tech keeps getting the requests is the other tech has a
SD Windows Agent
Sorry for the cross post. I've realized I asked this question in the wrong forum. Also, I've edited the question and I hope the question makes a little more sense. We have recently intergraded DC with SDP. All our workstations have the DC Agent installed and now realizing that there is also a Windows Agent for SDP. I can't seem to find much information regarding what this is for, and if we need to install this agent on our workstations as well as the DC agent. Thanks!
Change Management Custom Triggers
To Implement Change Management, we need to have custom triggers, to change status of CR's. Following is the scenario: 1. In Implementation Stage: a. Status: Deploy changes in Dev: Once Task for deploying in Dev is complete, custom trigger kicks in to Change Status to Deploy in QA. Or b. Status: Deploy changes in Dev: Once Action on Status Deploy in Dev is complete, Custom Trigger for action, "Deploy in Dev Complete" is selected. This should change the Status in Implementation Stage to Apply in QA.
OnBehalfOf User Name does not exist, please enter a valid User Name.
The title is the error we're getting after turning on the OnBehalfOf field in ME. The only two SQL cmds we ran was to turn the field to true and set the Show OBO users to All. The users are populating in the field/we can select them from the list. Not sure why we're getting the error though. Any help would be appreciated. -D
Share Request using custom trigger overwrites existing shares
Hi, I've created a powershell script that takes the mail address typed in the Cc field, and shares the request with this person. This works fine as long as the tech/user only types one mail address in the field. When we type e.g. 3 addresses in the Cc field separated by "," the script works, but adds the shares one at a time. And each time the existing share is deleted. So if the Cc field consists of: user1@domain.com, user2@domain.com, user3@domain.com the following happens: 1) Request is shared
Query Report for Last Update Date and Time
Hi Team, I want to achieve a report and that needs to be scheduled. Below is my requirement. I want to generate a report if any 'Open' and 'On Hold' tickets are not updated for 3 days to an email ID & distribution list. Let me know if any clarifications needed. My existing ticket number # 8212262. Thanks & regards, Ramachandran K
Number of roles in Field & Form Rules
Hi, How many roles can I add in Field & Form Rules? Is there a limited or unlimited number? Thanks
Command to set the contact phone number of the email parser
Hello. Tell the e-mail receiver command to set the contact phone number in the author of the request. Sincerely. Igor Stepanenko.
How to Change the Date Format showed as "dd.MM.yyyy HH:mm" Postgresql
Hi, Thanks in advance for your help :) , we would like to change the date format showed in the reports as follows: "dd.MM.yyyy HH:mm" we have the install under Postgresql We found the following sql statement but i dont now how execute it: update globalconfig set paramvalue='.yyyy HH:dd.MMmm' where parameter='TIME_FORMAT'; Thanks a lot again! Best regards, Mario Juarez.
Specifying the e-mail address when creating an request via e-mail
Hello. We need to specify the e-mail address of the sender when creating an request through the e-mail. How can I implement it? Sincerely. Igor Stepanenko.
Trash does not delete
Trash does not empty automatically every 24 hours as stated. We have over 200000 tickets sitting in trash.
Have SD+ move Assets in our AD
We currently are moving AD computer objects manually in AD according to their location. So if the computer is in California, we move it to the California branch OU. Well we have a lot of turn over and a lot of computer replacements going on weekly, this becomes something that is often forgotten and tedious. Is there any way SD+ can talk to AD and inform it when it gets assigned to a different site, to move it in AD to that site? Or if anyone has another product that may assist?
Capture technician name
Hi, We need to capture the technician name to another incident additional field when a request status is changed to "resolved" through the resolution tab. I know how to do this using field & form rules when the request is edited through the request details page. Appreciate if you could guide me on this. Thanking you Murali
Notification Rule for Resolved Cases
Hello, We are implementing the notification to the user so he can receive an email so he can close the ticket or he can reply to the request and reopen in. The problem is that the users are not reading the instructions, they reply to the case and they write something like "Yes, I aggee to close the request". This causes the request to change to Sent status. Is there any other way for the users to reject the resolution? Something like a $RequestReopenLink? regards
Product Manufaturer API
Is there a way to fetch the product manufacturer from a non-IT Asset using the API?
Cab notification : error in serverout0.txt
Hello, I have an issue with the cab notification : here what i have in serverout0.txt [10:50:19:762]|[06-01-2018]|[com.adventnet.persistence.interceptor.NotificationPersistenceInterceptor]|[WARNING]|[328]: Empty Notification is being notified. P lease check it ...| So, no e-mail what so ever for the cab recommendation. but all other notification seem to work so far. does anyone have seen this before ? regards
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