Import from CSV not working
Hi all, When i'm importing from CSV I continually get a message stating: Imported Result Total CI(s) 0 Imported CI(s) 0 Failed CI(s) 0 Can i get some pointers on why this would not be importing the details or even flagging as failing to import? Many thank Glenn
Self Service Portal Customisation
Hello, I'm in the process of customising our Self Service Portal and was wondering if it was possible to change the wording for 'Report an Issue' and 'Create a new Service Request'? Thanks.
Upgrade Error - 9331
ServiceDesk 9331 patch failed with: duplicate key was found for the object name 'dbo.URLEncryptionDetails' Is this a bug in this installer as never had this issue before?
Batch assign on Task Tab of Requests detail view
On request detail view, Task Tab, that a service request may have many auto generated tasks but need to assign to different person. However, assigning each task to a technician takes time to load (ver. 9332 already), making task assignment a time consuming task to support managers. Since many cases that multiple tasks will assign to the same technician, a batch assign feature is desired to save time on clicking & waiting. Thanks.
Problem in receiving Asset data from desktop central
Hi, I have integrated SDP with DC and two Applications are synced. Both have https protocol I have configured Agent setting in SDP with SDP server name have not installed agent for SDP. but DC use agent for discovery. I could not receive asste data from DC. what is problem? Regards Hamid
Passing variable information from Service Request to child Tasks?
I have been looking through documentation, these forums, as well had several tickets open with support since January on this subject. Is there a way to pass variable information from the parent service request to the child task. Simple things like Start Date, or Username, or Requestor. The Task holds little value if I can't pass the basic information needed to create a request to the task level. Anyones help on this would be appreciated.
ServiceDesk Plus 9333 Released
Dear Users, SDP 9333 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9333: SD-69633 : Vulnerability fixed. SD-69338 : Migration fails while applying the 9327 patch throwing the following error, "Out Of Memory" which is due to the huge data present in the Notification table. SD-69629 : Issues with marking of filters as "favorites" and in filter order rearrangement in Request custom filter. Breakage occurs
Query Report - Tickets changed from Special Request to anything else
Is there a way to query the database for any ticket that the priority was changed to "Special Request" from anything else. Including the ticket ID, subject, technician name, current priority and old priority. Sorted by technician.
First number for Request ID (start new numeric order)
Is it possible set first Request ID (to choose with a mask of format Request ID)? (Example: I would like start new requests in next year with number 2018xxxx (first 20180001, next 20180002,..etc)
SD+ monitoring
Are there any built in monitoring tools for SD+? Anything you can put on a dash board?
Field and forms rules issues
I'm trying to create scripts in the field and from rules to set and/or unset tasks. I created a few basic rules for testing purposes, which seemed to work ok. Now I'm trying to edit the rules and the edits don't seem to change anything, only the original rule I created still seems to be applying. I've even deleted and recreated a rule which seems to have no effect on the outcome.
Training Material
Hi everyone, I was wondering if someone could point me in the direction of end user training material for Support Center Plus. Videos would be especially useful. Thanks in advance!
Dynamic approver for Service Request is possible?
Our scenario is that one of the custom field exceeds 1,000,000 will need additional stage of approval by $Directors$. I checked scripting reference but seems even API is not managing approval stages. Is there any work around to do this? Thanks.
PDQ integration with SD+
Hi All, has anyone been able to or does anyone know how to integrate SD+ with PDQ? i would like to deploy software via tickets using our current PDQ server. any info will help thanks Russ
Copy Template function breaks Field & Form rules
I'm trying to set up some Service Catalog items. I've configured one item, and it features some Field & Form rules which are going to be common across several of the Items. I was pleased to see there appears to be a "Copy Template" function (which is great, as the same option does not exist in Incident templates) The Service Item I am copying contains a couple of rules which execute scripts. Here is an example script from that Item: (NOTE : script is not complete in this screenshot, and continues
Synchronize Analytics for established time periods
Greetings, We are currently using the Personal edition of "Analytics Plus" in our company, and at the moment it was working well until the limitations of rows and tables arrived by the software itself. I understand that Analaytics has its own database that imports from ServiceDesk, we currently have the following data usage: (We are OK with everything apparently, but the sync doesn't work) We have tried to synchronize from a more up-to-date date, using the "Initial Data Synchronization" option,
Mail Fetching Error (General Exception3)
Our Service Desk mail fetching suddenly stopped working. Users and emails to notify don't receive mail notifications when a request is assigned,updated or closed although they can receive request approval notification. We are getting this error in our System Log.
backup or snapshot
Hi, before updating manageengine a fallback plan is necessary. You can either do it on OS level, or on application level you can do a backup. Now I see it is possible to create a snapshot also in servicedeskplus. Do you recommend doing a snapshot before upgrading (minor releases)? And where is the snapshot stored?
Using a Python script to update a request based on field values
Hello, I was looking in the resource area and came across the this script https://resources.manageengine.com/resources/resource/python-script-to-update-a-request-based-on-certain-field-values. Ideally I would like to assign a techs group, category, and site automatically once they have chosen their name in the request (from the drop down list). Currently they have to manually choose those fields each time they open a new request. Has anyone used the above scripts for a similar purpose? I am going
$CreatedDate format mm/dd/yyyy instead of dd/mm/yyyy
The variable used for the created date of a request is not the date format that we'd like to have. I know you can change personalized date formats for any user account, but this is not user based, even if it was...we do not want to have each user go into their settings for something so trivial, it is better that we change it globally instead of depend on users. Ive looked for a global date format setting but did not find it. Searches on the support portal only seem to mention personalized date formats,
How to send the resolution attachment with the resolved notification message
Hello I made an update from 9314 to 9333 today. There is a nice new feature, now it's possible to add attachments to the resolution. Great! But how do I have to customize my notification template (a user gets an e-mail when the request is updated), that the attachment will be included in the E-Mail? I can't find an variable for the attachment? Regards, Markus
Updating task dependencies via REST API
Hello, I have successfully created tasks using the sdpapiv2 API. Is there a way to update task dependencies via the REST API? Thanks in advance, Eric
Add Discussion Notes to Report
Hello, I would like to add the newest/latest discussion note to a report. Below is the query for the existing report. Any ideas? Thanks SELECT "dpt"."DEPTNAME" AS "Department", "wo"."CREATEDTIME" AS "Created Time", "wo"."WORKORDERID" AS "Request ID", "aau"."FIRST_NAME" AS "Requester", "wo"."TITLE" AS "Subject", "wotodesc"."FULLDESCRIPTION" AS "Description", "pd"."PRIORITYNAME" AS "Priority", "std"."STATUSNAME" AS "Request Status", "rtdef"."NAME" AS "Request Type" FROM "WorkOrder" "wo" LEFT JOIN
Taking a trimmed back up
Hi all, Has anyone done this and successfully restored the attachments? TIA
having problems with the SDP backup
You will find appended the screenshot with the error when the system tries to do the backup. Currently we have version 9314 Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail, support file(s) and SDPbackup.log file from bin folder to servicedeskplus-support@manageengine.com org.postgresql.util.PSQLException: ERROR: index "cihistorydetails_pk" contains unexpected
Change contents of a drop down based on conditions
Hi all, I've seen that you can you Field & Form rules to remove / add options from a pre-populated drop down. For example, in the thread: https://pitstop.manageengine.com/portal/community/topic/script-request , the user has 300 entries, but only wants to display 10 of these. The script used specifies exactly which 10 should be displayed, by naming them. eg: $CS.addOptions("WorkOrder_Fields_UDF_CHAR1",["Option 1", "Option 2", "Option 3", "Option 4", "Option 5", "Option 6", "Option 7", "Option 8",
Reply to user with Solution
If a user raises an incident/ticket and a potential solution is already added to ServiceDesk, can you reply to the user and automatically link your choice of solution from those added?
Rest API - Retrieving problems
Using the Rest API, does anyone know how to retrieve problems? I can get requests and changes, but not problems. Thank you in advance
Out of memory error while upgrading patches
I am getting error while updating a patch on windows platform: Java Lang:Out of memory error: Java Heap Space
ServiceDesk Admin Password Reset
Have updated ServiceDesk and now the admin password does not work. How can I reset the password of the administrator? Thanks.
Attaching an attachment to a request
Can I please have some help to attach a file to a request. I am using C#. It may also be useful for the community to have some code in C# to do this action as well. Here is my code: private static void HTTPPostAttachments() { var client = new HttpClient(); const string weblinkUrl = "http://wlgsduat01/sdpapi/request/670/attachment?OPERATION_NAME=ADD_ATTACHMENT&TECHNICIAN_KEY=58542C82-314A-4A2B-BCC1-998AC37109D1"; var method = new MultipartFormDataContent();
ServiceDesk Plus web page blank after update to 9332
Portal resolves name but entire page is blank. Anyone got a solution?
On Form Submit appears to duplicate items in Custom Scripts
I've noticed some odd behaviour when applying custom scripts via the On Form Submit consitions. For example, I'm trying to configure a Service Catalog item. In this particular one, the Subject line is locked so that the requester cannot change it. When they complete the form, they have several fields to fill, one of which is "Cost Centre to Charge" The SC item has a default subject line of "New Purchase Request". I have added the following rule under "On Form Submit" so that when this field has
Reports based on Resource questions
I am trying to create a summary report and will show how many requests have a check mark for a certain Resource question. I am not finding a way to do this but it would be very helpful to have.
Overtime Report
Hi All. Is there a way to report time spent overtime like below, (outisde 08:00 - 17:00 weekdays)
Contract Renewal breaks attachments
Hello. I have a contract with two attached files. When I renew this contract (and giving a new Contract ID) the renewed contract appears as a new post with Status = Yet to be Active in the Contracts List. I can see my two attached files in the renewed contract, but clicking them only generates a page with the text "The File was not found." and a Close button with a broken image. Looking at the attachments links they differ from the original contract, which is still visible in the Contracts List,
Upgrade from 9330 to 9332 failed
Upgrade from 9330 to 9332 failed workaround to fix and update to 9332
SDP hangs on Application layer starting
I'm trying the demo version on a fresh installation and it keeps on the starting phase. Any suggestions?
ServiceDesk Plus 9332 Released
Dear Users, SDP 9332 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9332: SD-69627 : Request custom filters and advanced search are not working. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp Regards, Edwin Vasantha Kumar Servicedesk Plus Team
Data export to Excel
Hi, Is it possible to generate a pdf or excel file after sending the service request ?
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