Python script to create child request is adding additional brackets
Hello! I'm using the script "[PYTHON] Script to create multiple Child requests from a Parent request with a configurable JSON file" as a template (from the Resources site). I've only modified it to include my own custom fields. When the script creates the JSON input to create the new request, it places square brackets around the field data. This means that I'm unable to use the variables to populate other fields (such as creating a description), as Python views them as lists, not strings. Is anyone
default view for all tickets raised by logged in user?
Can we add a default view of all the tickets raised by the logged in user, regardless if they are tech or requester and of the statuses. We can call it all my logged/raised requests. currently all of these are per status. If i can do this view custom view then can someone please show me how. Thanks. Regards, Issa
automatic assignment to a technichian
HI, We need to sort incoming requests to our techs automaticaly by filtering some words in theme of a request. How can it be created? Didnt find anything in parameters. There are some triggers - but they are empty, only triggers but there is no any actions what to to by that triggers. Seems like someone has begun to to them and didnot finish that. Thank you.
Change Management - Implementation Tasks
We use several ME products, and I'm evaluating ServiceDesk Plus. The biggest issue I've seen is that we need greater flexibility with Implementation stage of CM, especially for documenting changes. For instance, if we implement a change to a process that involves several program/object changes, I want to list all those objects in one place. As such, the only option I see is put them into TASKS and it's really tedious to build singular tasks for each object. I'm looking for the flexibility to create
Service Request/Incident Approval
Hi I am after setting up a workflow so that when a specific service request or incident gets approved I can move it to a new group. I do not see any options to be able to do this other than a custom action but again don't see a way in which I can do a custom action based that can be done once the request/incident is approved. Any advice how this can be achieved? Regards Mike
work log on = automatically changes request status to in progress ?
how am I able to configure SDPLUS to change the ticket status to in progress once a technician clicks on the work timer automatically and visa versa work log on = turn status to in progress automatically Status set to in progress = work log is turned on automatically Your assistance would be appreciated many thanks Chrissie
Request filter when viewing Group requests
This may have been suggested before but we'd like to be able to switch between Pending and Closed requests while viewing a Support Group. Currently, we have the ability to view a Support Group's pending requests by selecting from the drop-down list. However, we have Team Lead's and Analyst who track and report on closed or completed work. If a request is closed by any other technician, they won't see the request and either have to search for it or view a separate request view. Proposed idea is to
Reply from mail to service request
hi, is there any way to approve service request from mail. without go to link which sent from service desk ? when i receive service request just reply from mail "ok"
Create new incident based on telephone number of caller
Our 3CX Phone System softphones (Windows desktop application) can push %CallerNumber% for incoming calls to a (for example) batch script. Would it be technically possible to create a script that generates a new incident for a requester based on matching Phone values on incoming calls?
Workflow Approval notification to other requesters
Hello, Is there a way to auto send/notify other requester regarding an approved service? Currently, from what I know, once and approver approves, only the requester that submitted the service request receives an email notification. I would like to add other recipients to be notified. Let me know if this is possible or if there is a workaround. You help is greatly appreciated. Thanks in advance!
Report Service Desk Plus
hi, asap i need report like this (please see pic). service desk plus Version : 9.3 Build 9303
Development ab.
Hi All, Can we integrate our SAP approval mechanism (5 Steps) into SDP, like a change management module? In summary, I would like to develop a new software in SDP. Is this possible?
Dashboard widgets (Report features)
Hi all I am currently trying to make usefull widigtes exactly for our needs. The standard widgets on the helpdesk dashboards are clickable so that you can pull out the list of affected tickets. How do i make reports myself that can do htat?
Suspend/Disable Scheduled Reports
We'd like the ability to suspend or disable an automated report. Instead of deleting the report, to stop the outbound email to stakeholders, we'd like to be able to just suspend it. It will also help keep the content and recipients without having to recreate from scratch. SD 9217 Enterprise MS SQL ------------------------- Canada
Error: No ManagedConnections available within configured blocking timeout ( 30000 [ms] )
Hi, We get the following problem since we upgraded to version 9321: [SYSERR]|[INFO]|[139]|: org.jboss.util.NestedSQLException: No ManagedConnections available within configured blocking timeout ( 30000 [ms] ); - nested throwable: (javax.resource.ResourceException: No ManagedConnections available within configured blocking timeout ( 30000 [ms] ))| This happens when we arrive in the morning to work, and we must restart the application on the server. We have the next architecture: @Database Name = Microsoft
Tech Availability Chart/Calendar -- show pending items
How can we modify the view of the calendar to only show pending tasks/requests/changes etc.. Currently the view shows both pending and closed items which makes it difficult to quickly forecast and plan across all technicians. SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
Contract - Additional Fields when editing are not keeping information
ServiceDesk version: 9.3 Build 9326 Professional Module: Contracts Issue:Contract - Additional Fields when editing are not keeping information We added few additional custom fields related to quality aspect to contracts. Unfortunately when somebody is trying to edit it some of fields (Not all but some) are going to "-". So our quality department must to do screenshot of details before edit and then put those information once again after edit. This is big buf for us, we hope you will give it high
Unpicked ticket notifications.
Hello everyone. We were wondering how you all deal with this. I have manage engine set up so that when a requestor emails my support desk it auto creates a ticket. It seems my techs are sometimes letting these tickets sit longer than I would like before assigning them on to another group or taking ownership themselves. What we would like to do is have some sort of email notification set up so that if a ticket sits for too long then we all get an email that we have a ticket(s) that need to be grabbed.
Request Updating Help
I'm seeing a behavior with SD (on prem, 9.3) that is puzzling and seems rather counter intuitive. When a technician replies to an email conversation within the SD application, the "Last Updated" field is not updating. Here's an example: Is this the intended behavior? That seems utterly wrong to me. If a technician replies from within SD, that should really register as an update to the ticket. Can I change this so that a technician reply updates that field?
Experiences with Changes & Projects
Would be interested to hear how others are using the Changes & Projects add-ons. Still trying to get to grips with the role of Change vs Project and the need for both or just one or other. Any insights you can offer would be welcomed. Thanks!
Business rules criteria for service requests
It is possible to use common additional fields as criteria in the business rules for incidents, so why is this not possible in the business rules for service requests? Is there any workaround for this? Can we have a custom trigger that offers the same functionality?
Populating pick lists from an existing or custom table.
The ability to add a field which can be populated by a pulldown from a predefined list on an incident, CI or other form is a valuable one. Currently I am not able to find a way to do this without using a picklist in a template. Several use cases for this exist. In the case of department this means we need to maintain two department lists. One on the department table and another on a pick list. This is far from best practice as it duplicates work, increases the possibility of error and does not allow
9227 to 9400 - Recent Items list for Requests
We recently upgraded from version 9227 to 9400. One handy feature in 9227 was the Recent Items list for Requests. Is there any way to restore the Recent Items list in version 9400, or has it been replaced by the Recent Items button?
ServiceDesk Plus 9402 Released
Dear Users, SDP 9402 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9402: SD-70246 : Application header does not load properly if the web remote configuration fails to fetch the server name from the DNS. SD-70228 : DC tight-install in SDP is not getting started if the application is invoked as a service. SD-69920 : Unable to save any change templates after upgrading to the 9332 build. The issue occurs
what does it mean ???
hi , i make report which shows installed softwares. but some softwares instaled numers is zero please see attachment. what does it mean ? if there is no instaled software why scan it ?
AD Security Group Integration with Service Desk Plus
Is AD security Group Integration available in Manage Engine SDP 9.4 build 9400
What do you use to create your reports?
Hi!. Again, I'm very new to ServiceDesk Plus. How are you all creating your reports? I realize that it may depend on the report itself and how much data you're trying to retrieve. Are you just creating custom reports through ServiceDesk Plus or do you have another program that you use to pull data - like Crystal Reports or Business Objects? Some examples of reports that we run currently are: SLA breaches - those that have breached for Response and Resolution (by Support Group and Tech) and First
Projects
How do I go about finding out pricing and getting Projects added as a module within Service Desk Plus? Thank you.
Merge requests and email notification when closed
I have 3 tickets from 3 different users, when I merge them into 1 and close it only the primary user is noticed the ticket is closed, how do I change it so when X # of tickets are merged into 1 and closed ALL ticket owners receive email notification it was closed
Update on SD-69474
Hello, Is it possible to get an update on this issue and if there's a location I can check the status? Thanks Warren
urls in attribute fields (CMDB)
has anyone tried to add an attribute as a URL with or without variable substitution. I know there is no way to make an attribute 'clickable' and open in the browser automagically. Just wondering if anyone has tried work-a-rounds other than copying free text into a browser address field. for example, it would be nice to under a server in CMDB have an attribute that defined the web page url for monitoring of said server. a backup status url, etc - Thanks!
Prevent staff from submitting via email
In our sd+ instance we support internal and external customers. As we roll-out the self serve portal to internal staff, we'd like to prevent them from creating a requests via email. I know it's possible to prevent new requests from being created via email, but is it also possible to enable new requests from certain domains (external) at the same time?
SQL Database: Approval ID auto incremental
I am trying to manually insert approval records into the database, but I cannot figure out how to retrieve next approval ID for ApprovalDetails table (same applies to Approval_StageID). I tried following logic to get biggest number and add 1, but this doesn't work. If I will add several approvals directly inserting data to database, and then try to add through UI, it complains that this key already exists in the database. So looks like ID is getting stored somewhere, but I cannot find out where.
How many new tickets per queue / day
Hi! i have 4 lines like this, First-line, Second-line , Second-Planned-Line, Third-line All tickets sent by mail are created in firstline and then moved to other lines after that, and tickets by phone can be created in the other lines directly. And i want to know how many new tickets every line got this day. And that means that they can have been created yesterday, but moved to a new line today, so new for the line but not by createdtime stamp. So i want to now alla new och moved tickets on every
install new manageengine plus (Standard edition) for ticketing System
Plz advise what is the difference between the below two setups (installations): -Trial *30 days trail) -Free Version (never expires) : does it mean that i can have SD for free for 5 technicians for good? Please advise
Creating task with feilds from a request
Is it possible to add fields from a request into a task that is automatically created?
Updating incident additional field
Hi, I have an incident additional pickuplist field called "Branch". I renamed one of the pickup content of this field 'Abu Dhabi' to 'Abu Dhabi(11)' to indicated the code of the branch. Now, new requests created takes the new value and the old requests remain with the old value. I need to update the old requests to show the new value without causing any changes in the History. Requesting help to do this through query scripts. @Database Name = Microsoft SQL Server@ @Database Version = 12.00.5000@
Adding attachments to resolution
When adding and attachment to the resolution of a ticket (feature introduced recently) the email sent to the requester informing that the ticket has been closed doesn't has any attachments. Any information about this ?
Schedule Backups Failing
I'm currently using the schedule backup feature however the retain backup for 3 days is not working it is not deleting old backups so we end up running out of disk space. SDP v. 9334
How to effectively track changes in ticket volume?
Ticket volume refers to the number of incoming tickets (service or incident) submitted to your help desk. Studying ticket volume over a fixed time period such as hourly, daily, weekly, or monthly can help you trace patterns in your ticket volumes, understand ticket flow, and plan resource allocation accordingly. An easy way to get a quick overview of ticket volume in each quarter is to create the a pivot view using Analytics Plus (as shown below). This pivot shows you the number of tickets submitted
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