Order of Execution - Business Rule, Custom Trigger and Custom Schedule
What's the order of execution if I have all 3 active? - Business Rule - Custom Trigger - Custom Schedule
Tickets Aging Report Per Status
Hello i would like a report to show the tickets on the same status for more than one week. Anyone could help me with the query please? Thank you.
Unable to manually remove requests from the Trash
Hi There, After upgrading to v.9400 I cannot manually delete requests from the trash. I can restore from the trash ok. Have tried with 3 different browsers (IE, C and FF) but no dice. Is there a db query I can use to empty the trash? I'm importing tickets and stuffed the initial import... Regards
Notify All in Group when Request is Reopened?
Is there any way that we can have a email notification made when a request is reopened? I know there is a way to notify technician when a request they were assigned to is reopened which we already have configured, but in the case that they are out of office, the rest of the technicians won't notice that it has reopened. Example: Ticket is sent in to "Database Admins" Group Ticket is worked on and closed The Tech closed the ticket and left for vacation the next day Ticket is reopened by the requester,
Sometimes the service desk mail delivery stops
Hi, Sometimes the service desk mail delivery stops. The mail delivery stops, the ticket is not registered with the service desk, I do not notice the request. The mail delivery stops, the service desk will also stop working, restart the server and recover. Why does mail delivery stop automatically? Could you give me some advice. I'm sorry for my poor English. Best regards,
Control Access to Dash Boards
My manager would like to remove the Dashboard for technicians. Doesn't want other members seeing who is closing more tickets than other staff etc.
List of SDP core tables and description
Do you have a documentation regarding SDP core tables? SDP has 1,500+ tables and it's difficult for us to create the right queries in our reports when we don't have any idea of what the table is for. A simple list like this Service Now document would be helpful. https://docs.servicenow.com/bundle/jakarta-platform-administration/page/administer/reference-pages/reference/r_TablesAndClasses.html A user interface for table administration would be better as well. https://docs.servicenow.com/bundle/jakarta-platform-administration/page/administer/table-administration/concept/c_TableAdministration.html
Convert service request to another service request
Hi, How to convert service request to another service request when requester has been filled mistake request template. Thanks
9400 application folder structure
Because the ServiceDesk application folder structure has changed following the migration to SDP 9.4, we do not longer find the log files, the extracted folder etc in their usual location. Is there a comprehensive overview of the file/folder changes from 9.3 to 9.4?
ServiceDesk Plus 9401 Released
Dear Users, SDP 9401 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9401: SD-70135 : Unable to create service requests, merge requests, or convert incident requests to service requests if the default additional fields are deleted in the earlier versions of the product. SD-70066 : Change module goes blank if the change type in a change has more than 22 characters. The issue occurs if the change type
Identifying email address used when emailing Service Desk
Hi all I already use the following report, which returns all tickets that were emailed to a particular address, within a certain time frame: select wo.workorderid "RequestID", wor.to_cc_bcc "Parent Request", cr.TO_CC_BCC " In conversations", wo.TITLE "Subject", LONGTODATE(wo.CREATEDTIME) CREATEDTIME, nr.TO_CC_BCC "Sent mails" from workorder wo left join conversation c on wo.workorderid=c.workorderid left join conversationrecipients cr on c.conversationid=cr.conversationid left join notify_workorder
Report for requesters allowed to view department requests
Hi, I need a report that lists all the requesters that are allowed to view department requests. Thank you, Alexander Nordin Region Halland
Script Master 14: How to email pending requests list to each technician periodically
Hey Guys, Here I come with another useful script that helps to email pending requests to each technician in a periodic interval. Thank you @Albe Louw for posting us this requirement. Use Case : Say if we have 300 technicians and each one of them should be notified of their pending requests on a day-to-day basis. In ServiceDesk Plus, we may have to schedule 300 reports to send it to each one them. This script simplifies it and emails the report to every technician without having to create separate
ManageEngine ServiceDesk Plus service (Windows service) starts and stops immediately, after upgrade to 9.4 Build 9400
After upgrading Service Desk Plus to 9.4 Build 9400 (self-hosted on Windows Server 2008 R2), I cannot access Help Desk. When I go into Services and start the ManageEngine ServiceDesk Plus service; it starts and then stops within one or two seconds. I read the following post [https://pitstop.manageengine.com/portal/community/topic/unavailability-of-the-sdp-server-after-upgrade-to-version-9-4-9400-the-server-does-not-listen-on-port-80-8080-8-2-2018], and decided to try it. After following steps, the
How to add a field which can list requester ?
Hello, I need to add a field where i can select any requester. The purpose of this is : if a team lead call for let's say a service call. the requester would be the team lead but the "impacted user" is someone else. i though i could use the E-mail Id(s) To Notify field, but it does have a usage when the manager of the team lead need to be inform also. Any idea anyone ? Regards, Martin
Send notification to owner when task is overdue
I have requirement of when task is overdue, it should send notification to the owner. This functionality is available OOTB. But even though I enabled it, it didn't send any notification to Task owner. Any suggestions here?
Help with Asset Query Please
Hi all, Hoping for some help with the query below. I would like to show the Product as well as the CINAME see line ", (select rel.RELATIONSHIP +' ' + ci2.CINAME + Product.COMPONENTNAME + CHAR(10) ". I'm pretty sure the field I need is Product.COMPONENTNAME I havn't been able to work out the required tables and joins. Also not sure how to format the Acquisition Date as dd/mm/yyyy. select top 50000 ci."CINAME" AS "CI Name" , "product"."COMPONENTNAME" as "Compname" , "Departmentdefinition"."DeptName"
Issues with IE11
Our corporate browser is IE11 on all workstations and I am having issues with IE and SDP. I am running SDP 9.3 build 9309 but noticed that some icons like Home, Dashboard, Reports and Community are missing from the main header bar. I tried to clear the caches but nothing changed. Is there something that can be done to fix this issue? Here is a screenshot of what I am referring to:
Unable to Login Using AD
Hi, We have Integrated Server Desk With Active Directory. All the Users are Sync With Active Directory. Now, When we are trying to Logging using Active directory User, It say's Username or Password Incorrect. Screenshot Attached.
See outgoing/incoming emails in the system
Hi Team, As an admin, I would like to see what all notifications are incoming and outgoing from my mailbox. Is there any form or table from where I can see this. Could you please help in this. Thanks, Amol
Control access to Broadcast Message
would like to limit who can send broadcast messages in Service Desk.
field & form rule issue
The attached field & form rule is working perfectly fine if the technician is assigned by editing a request. But it not working if the technician uses "pick up" option. The requirement is to change the status field automatically to "in progress" when a request is picked up by a technician. Kindly advise.
Incident Assets
Hi, I'm wondering if it's possible to assign software as an asset to an incident? I cannot find the software CI Type when I use the pick list. Thanks, Tim
Check Unique Values
Could you help me with this problem. I need to check a field call Ticket number with the all previous ticket numbers (on DB of incident request) is somebody has not created a incident ticket with number yet because it is not possible to duplicate that value. is it possible using a rule that it execute a script the format of our Ticket ID (IS-YYMMDD-XX) Thanks in advance for you help Kind regards Carlos Armas
Can a requestor select a site from the drop down?
We have 5 buildings (sites). Right now when a Requester starts a new request, they are unable to select a site. All they see is a site box that reads "Not associated to any site". Is there a way to allow them to pick a site from a drop down list?
New API With Project Data?
https://help.servicedeskplus.com/api/request-operations.html Is this the total amount of all possible API calls for version 3.0? I do not see anything for Projects. Should we assume APIs are not available for Projects within ServiceDeskPlus? If not then, how do we access these Project pieces via the API?
email Parser (SDP 9334)
Hello community, I have a problem with the email parser. I send an email with the subject line @@SPD@@ to the service desk. In the Mailtextb it says: @@Operation=Close Request@@ @@requestId=22335@@ But instead of closing requirement 22335, SDP opens a new request. What am I doing wrong?
Deprecated sites and departments to be deleted...
...but can't. When trying to do that, SD reports that the operation is not possible because sites are used in certain modules but SD doesn't say which are the modules concerned. Searched for them in requests (found and amended the entries) but they must still be lingering somewhere. How to purge them?
Requests not updated in x days
Hi, Is there any way for a notification to be sent to assigned technicians whose tickets have not been updated for x amount of days? Thanks.
Report by technician with time in minutes in each resolved request.
I need to make a report that gives me for each technician their resolved requests and it differentiates in minutes that I delay in solving each one. Thank
Server started but not responding
After restarting the server, the java.exe process goes up to 2.5Go RAM and the website didn't respond. it seems that there is a database corruption. Starting the server with run.bat throw the command prompt don't show any error, alll seems ok. But server still doesn't respond. We think that this corruption is some months old and the problem appears after restarting the server. So we are not able to restore data from the past days, as they are corrupted too... Is there a solution to repair the database
V3 API changes
V3 API: The parameter name 'input_data' must be in lower case. V3 API: Technician key is replaced with "authtoken" and it should be sent in request header. What modules are supported by V3? For the moment we are still using V1 for editing requests and V3 for adding attachments. This is not very consistent. It would be nice having examples showing the new API code versus the old API code. Please also update the scripts in the Resources to reflect the latest API coding.
Asset Manager module - questions about multiple DNS names and IPs
Bear with me...a number of related questions here: Scenario1: One server with one IP address. An (A) record exists for this server with its name. However, we also have roughly (4) other (A) records in DNS, in a different zone, pointing to this IP. On this server, there are multiple websites, which are using this one IP. In the above scenario, there is only one asset, even though there are technically (5) names or (A) records associated with this server. However, when scanning, it appears that
Change module - How to set status with logic?
Hello everyone. I have a question about the status and stages, in the Change Module. Analyzing our current change process, we saw that in some moments, the change passes through several states. We understand that we can represent those different moments, in various states within the stages. These states have a logical order and should not be able to move freely among themselves. As a first attempt, we associate actions to the state, thinking that this was the way to make a logical order between them,
Category, Subcategory and Item reporting
Hi I have written a sql report to display category, subcategory and item details and would like to ignore the greyed-out records but I cannot work out which tables I need to access to achieve this. I tried isdeleted fields but they refer to genuinely deleted record. BUILD 9317 MSSQL Report so far: SELECT "cd"."categoryname" as "Category Name", "cd"."categorydescription" as "Description", "sd"."name" as "Subcategory Name", "sd"."description" as "Description", "id"."name" as "Item Name", "id"."description"
Project Management Module of Servicedesk Plus
When viewing all projects in the Servicedesk Plus projects module the only options for displaying a list of records is 10, 25, 50 projects. Is there a way to make it display more projects without having to page it after 50? It would be nice if it could display 10, 25, 50, 100, 200
Item field on requester template
We have category-->subcategory-->Item fields configured on Servicedesk, is any way to have this "Item field" in Requester template? I see here only category and subcategory but not "Item field"?
Report data
Hi, How would I include the actual work log details I have recorded in a report? Thanks
Problem with Projects menu
Hello, I've got question regarding our ServiceDesk product. Last week we've upgraded it to ServiceDesk Plus Enterprise version. Everything is ok, license is added but I do not see a Project overlap in the Dashboard. In the Administration menu I see options connected with Project Management for example types or status of the project I have no option to add a new project etc. Is there any additional module I should install? Or some change in the administration menu is necessary? Thank you in advance
Unavailability of the Service Desk Plus server after upgrade to version 9.4.9400. The server does not listen on port 80, 8080
Hello. After upgrading the Service Desk Plus server to version 9.4.9400, the server stopped listening on port 80 (8080). And does not respond to requests from browsers. How can I fix this problem? Sincerely. Igor Stepanenko.
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