Unable to stop email replies from reopening tickets
Hello When I send a reply to a ticket and selecting the option to close the ticket, any reply received from the end user (even an out-of-office notification) re-opens the ticket. I cannot, for the life of me, find the option to turn this off! Please help. Thanks Peter
Read Comments Field with API
I do send an email with powershell through custom trigger. I would like to send the comments which the customer adds to the request when he closes the request. I read some fields like this: $jsondata = Get-Content $json -Encoding UTF8 $obj = ConvertFrom-Json $jsondata $subject = $obj.request.SUBJECT $priority = $obj.request.PRIORITY $ticket = $obj.request.WORKORDERID $technician = $obj.request.TECHNICIAN $wunschtermin = $obj.request.Wunschtermin $auftraggeber = $obj.request.REQUESTER $comments =
Query Report
Hi all, I'm looking a query report for a Assets state with columns regions & sites I have one reports with site but i can't create or modify the actual report adding the Region column (E.g.Attached)
Permissions for Deleting Relationships in CMDB
Hello, could you please tell me what permissions we need to allow technicians to delete relationships in CMDB? It appears that even though they have the "Edit Assets" permission, it still doesn't allow them to delete relationships. Thanks!
Sign-on for external customers/contracters when SSO is implemented
We have set up Single Sign On through Azure, (it is working really well), however we have a number of contractors/customers external to our organisation that are not in our Active Directory. Is it possible to allow them to log into SDP without setting-up accounts in AD. Sean Vincent British Antarctic Survey UK
Pending Approvals Report
Hi, Can we create a report to generate a list of request pending for approval per approver? We would like to monitor users who have pending for approvals. Thank you.
Notification variable - UDF field
In our Active Directory import settings, we added a new UDF field to import (ie: workstation). We'd like to add this info to technician notification but I can't find the variable for the field. This new field appears under the Requester Details section and not the Request Detail section.
Workflow Execution - Configuring CAB Approvals
I want to be able to select a CAB group when populating/selecting 'change approver' meaning select the CAB group rather than selecting individual technicians. How can I accomplish this? I do have CAB groups configured. Regards! Gary
Link requests to assets
dears, I'd like to get a report of all the tickets or requests raised for a specific assets, how can I get it. can we configure it automatically in the CMDB, so if I select a workstation it will show me all the details and the requests associated
Help with Field & Form rule, dependency script
We have an Additional Field called "Fix Code" that has approx. 100 entries. We use a custom Field and Form rule script, that modifies the contents of the list based on which Item is selected. Example of part of the script: So for example, if we select the following Item, the list should show only 4 items: This works fine currently, however we've noticed the rule doesn't function if the user's language is set to another language (eg: Spanish) As you can see, the user gets the full list of 100 entries,
The "group" field is not listed in the Field & Form Rules
Hi, When I want set group filed in Field & Form Rules section, it does not show list of group in the field and it show as a text field. However, the group is list filed. Thanks
Anyone else going to the 2018 User Conference in Pleasanton, CA, in May?
Hi folks, I'm just wondering if anyone on this community is going to the user conference in California in May. I'll be there and would love to compare and exchange ideas with other users. I had suggested a few years ago that we start a user group in the NY/New England area but it never happened. I'd love to meet with fellow techies looking to solve the same challenges with ServiceDesk Plus tools and compare how you've implemented your systems. Cheers, Adam Marks, IntegraMed
SDP Upgrade from 9200 to 9300 and the service is getting stopped automatically
We recently upgraded form build 9200 to 9300. The build upgrade was successful and initial for some time we were able to login. But now the manage engine service is getting stopped automatically. Running the app from command mode also giving the error as "Could Not Find C:\ManageEngine\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... This copy is licensed to ...... Unclean shutdown of previous run. Failed to start the server. Please refer logs for more details"
SDP not working after upgrade of build form 9200 to 9300 - Need urgent help on this
After the upgrade of build from 9200 to 9300 initially it worked for some time and not working now. Even if we start the services it stops again. Not working from command mode also using the run.bat (Unclean shutdown of previous run.Failed to start the server. Please refer logs for more details). Need urgent help on this. The DB server we use is MSSQL.
Remove All Sites
Is there a way to remove all of the sites that are greyed out, not in use anymore? It keeps telling me they are still in use in some places and can't be deleted. During the initial setup, it wasn't done properly and now have hundreds to look at. They are also showing up when I'm trying to exclude certain groups from the chat feature, and am not able to select the correct group as the selection list is too smail. Any ideas would be helpful.
Prevent notifications to some technicians
Is it possible to filter notifications from being sent to certain technicians? For example we have enabled notifications on Approved Solutions to all technicians - however we'd like to limit these notifications to only certain technicians (i.e.: Service Desk). SD 9311 Enterprise MS SQL ------------------------- Ottawa - Canada
Does ServiceDesk Plus support Approval Groups, if so how?
I have been in the industry managing ITSM process for year but am new to this group and first time user of ME ServiceDesk Plus. I am looking to drive some improvements and trying to determine if the tool supports Group Approvals in the Service Request, Incident of especially the Change module? - When a request is submitted for approval it could go to Multiple groups, that will have multiple members, but only one approval from each group is required. If this is possible, I need some guidance on
How are duplicate Requester records being created?
I need some information on some Requester records. We've identified a list of Requesters in ServiceDesk+ that have no login name, email, department, phone, job title, site or domain For example: (names and personal details removed, but they are the same person) One of my colleagues in our Applications team has a script to identify these requesters, and will be marking them as inactive (reducing our current Requester count from approx 60000 to 30000) What I would like to know is how these records
SSL Certificate is not valid for this host
Hello, I am able to login to the android app using ssl, but soon after I get the error message "SSL certificate is not valid for this host. You can use http authentication if you wish to continue". I don't get this error when browsing our SDP website. Certificate shows as valid on the site. Any ideas?
Servicedesk API CMDB Get ip address
Hello, I want to get the records in the CMDB with the REST API. I want to get all the data in the records, but only the main information. I want to enter the computer's ip address. I helped get the following information. But I did not get the ip information.
Python script to assigned a task to a group and a person based off of the submitters site
We have about 20 sites and when somebody submits a Termination Request for a person at the site we add about 25 or so tasks to that ticket for all sites to complete. One particular task is for the local HR team from the site of the submitter, we currently have to leave this blank and go in after the fact and manually assign it to that site and a certain technician. I am looking for a python script to read the site of the submitter and assign it to a particular group from that site and a particular
Export Configurations - ServiceDesk Plus
Hi, it's possible to export ONLY the configurations from ServiceDesk Plus 9334 and import it into a new server with the latest version 9405. (we don't need data, just the configurations)? Thanks
See overview of a group of assets
Hi. I manage a building that has classrooms and was wondering if there is a way to use the dashboard feature to view a status of our rooms. Basically, if a room has a fault and is logged with an external vendor then I would like to see this info somewhere at a glance (bonus points if it can be seen via mobile too). The reason for this is that one service desk agent will report the issue, then later in the day there will be another class, and the issue gets reported again and so on... I would just
update ServiceDesk Plus from 9334 to 9400
hi, i'm trying to update ServiceDesk Plus from 9334 to 9400; but the update is failing. i followed the step-by-step posted here: https://www.manageengine.com/products/service-desk/service-packs.html , without success. can you help?
Can't get SDP to launch
Hi, every once in a while I get an error when running 'run.bat' where it says the port is in use even though I haven't changed anything. Then when I change the port and try and run it, it says the server is already running and I can't launch the Service Desk. This is very frustrating and happens semi-regularly (see attached). Can you advise how I fix this and stop it from happening in the future?
Scheduled Reports saving to a folder
I want to create a report thhat list of all the PO raised today up until the time the report is run. This report then need to be exported into a cvs and or excel format so that I can import this into the finance system. I have seen a query in the community that gets the information, I just need to work out how to just get todays orders. But I cants see a way I can automatically run this report on a schedule and save the file to a folder that the finance system is monitoring. Any ideas how I can do
Query for requests with most common category/subcategory
I'm having trouble finding a query that will produce a report of requests (both incident and service) with the most common category/subcategory. I would like to use this to find trends of issues that need to be addressed. It may also provide information on training that is needed for end users or techs. Please let me know if there are any clarifications needed. Thank you for any assistance you may provide.
Replying to a ticket using reply template not working
Morning, We just upgraded to SDP 9404, and we are having issues using the reply template. within the ticket we hit reply, and select one of the reply templates but then get the following error: 'You are not authorized to view this page' can you let me know what to check? I have recreated the template and still not working. attached is a screenshot of the error and the role permissions of the tech thanks, Shane
Report that returns the orders in which a technician participated
I need a report that returns the orders in which a technician participates and the state is resolved. All report i test show the last update state, i don´t want to take the last update of the order, you should look at the whole history. I have MSSQL - ServiceDesk version 9.3 Thanks and regards!
Add/Modify report to dashboard
is it possible add or modify a report in the dashboard? I find predefined reports but I do not see the option of entering a custom one. For exemple, I like to add more states in the report "requests by technician"
[Tips & Tricks] Night-mode automations
Scenario: One of our customer's came up with a requirement i.e, to notify him or a group of technicians when tickets are created "after business hours". His primary concern was to not miss any high priority tickets. Their organization was getting lot of negative feedback from their end user's because of not addressing show stopper issues and they couldn't figure out how to put a full stop this issue. Customer wanted to check with us if we can provide a solution. Initially, the customer had enabled
Deploy test environment version 9403
Hello, We have ServiceDesk Plus version 9403 in production environment. We want to deploy a test server with the same version (9403), but we are unable to download this version from your website. How can we get a copy of the 64 bit installer?
Redacting PII from submitted tickets and their history
Is there a good way to redact tickets and their history in ServiceDesk Plus? I have not found a way to remove text from the history, even after editing the the tickets. Is this something that we need to do on the DB side? We are using MS SQL 2014.
Upgrade failed when update from 9202 to 9300
Hi Upgrade time from version 9202 to version 9300 process up to 98% complete but eventually fails. Is there any solution????????
Auto CC script not working
Hi we configured auto CC with one script EmailIdtoNotify it working fine for one month but unfortunately stopped after that also I tried to run the script with python shown "indexError: list index out of range" regards Ahmed
Call API and edit form rules
Hello. I want to change my request form rules from another program which data comes from there. Some rules should be changed when data changes. For example I have multi select fields that changing selection of items inside it, will filter other fields in form which all data comes from another program How can I change data safty with Rest API with my program that there is no need to change SDP database?
Can we Lock a ticket while they are being worked on or open?
Multiple techs pick up the same ticket at the same time. and start working the issue only to find out to late they all were working the same issue. This is a big waste of time. Plus frustration. once a ticket has been opened, and i mean for viewing it should be locked until its closed or has been assigned. This way if i open a ticket 10 seconds after another tech i get a message saying this ticket is opened by someone else and can not be edited.
Pre-loading Additional Incident Fields with Data
I ran into a something that would probably be nice to have. I would like if we could have some additional control with "Incident - Additional Fields" and map some of those fields to data that already exists. For instance, I want to make a Pick list called "Implementation Technician", and when we click the drop down, have that drop down filled with a list of technicians. It would be a pain having to manually input every technicians name into a field when we could just map some fields to different
Tooltip or information for existing fields and additional fields
Hi. My name is Facundo and actually im working with Service Desk Plus 9.3 Build 9329 - Enterprise Edition. We are implementing the tool and we are faced with the lack of an option to create a tooltip or "pop-up" information for the predefined fields and the additional fields. It would be especially useful to create these tooltips so that both the users (in fields to be completed) and the technicians (in fields such as Category), know how to use them. Is there any way to create tooltips or edit the
Custom field - multi pick list
For custom field, similar to how we have pick lists, can we have an option where we can select multiple items, e.g. multi tick boxes? There may be more than one option we need to select for a given item.
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