Ticket in Dashboard is marked as 'OTHERS'.
Hello. A technician account that no longer exists is listed during the assignment. It is not displayed when configuring the technician accounts. There is one ticket marked as 'others'. But I can´t click it. How can I delete this technican account? Thanks and Greetings Jan
Create a view for Tasks and Requests
I still do not know why Tasks and Requests are in two different views. Tasks *ARE* requests.... just sub-requests. When my technicians login to Helpdesk, they need a single listing of things they need to do, in order to prioritize. Listing tasks and requests in different areas have proven to us, that we cannot use it, because things do not get done. Can we have a "To-Do" view of all assigned tasks and requests? Thanks!
Script Master - 9: How to automatically create a task in a Change Request.
Let's imagine you are about to install the latest patch update in all the workstations of your IT infrastructure. A change request with a task but without a foolproof plan and implementation strategy will make the change manager's job tough, especially when you have different flavors of workstations like Windows, Linux etc. So today's Script Master post will help you learn to create a task in a changerequest based on the given values in certain fields. This is done by using an API call to create a
Rest API GET Incident - Additional Fields
We have an "Incident - Additonal Field" called "Location." This is a Pick List. I am needed help with doing an API call to get the Items in the list as they change from time to time.I am using PowerShell if that helps. I've been able to successfully create tickets using the API but I am needing this information as it is a required field for us. Thanks, Wayne Reeves
How to configure Additional Fields for specific Worklog Type
Dear support, I created several Worklog type, such as "Wifi Troubleshooting", and I would like add additional Fields only for this Worklog type, a sort of check list as you can see in the image below. It is possible to show the additional fields based on the worklog type? Best Davide
Custom Schedule: Change notifications
Is it possible to script reminders for a change? For example to remind a change requester that the deadline to submit to CAB is today at noon if the Change Request is in the Plan stage OR a reminder to Change Testers to update the CR with test results if a ticket is sitting in the Verify stage? SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
I have problem, service is not working and service automatically goes down please help we have to fix this issue today
I have problem, service is not working and service automatically goes down please help we have to fix this issue today
Is it possible to remove the cc field in the reply template?
Hi, As above. TIA
ServiceDesk service not starting
ello, today we can’t log in ServiceDesk (the web interface Works ok), we reboot the server and now the ServiceDesk service does not start. We have ServiceDesk 9.2 9230. wrapper.log file : STATUS | wrapper | 2017/07/04 07:56:50 | Starting the ManageEngine ServiceDesk Plus service... STATUS | wrapper | 2017/07/04 07:56:50 | --> Wrapper Started as Service STATUS | wrapper | 2017/07/04 07:56:50 | Java Service Wrapper Professional Edition 64-bit 3.5.15 STATUS | wrapper | 2017/07/04 07:56:50 | Copyright
GET_REQUESTS 'from' and 'limit' parameter confusion
Hi, I'm trying to use the GET_REQUESTS operation to retrieve all the requests from an on-prem instance of ServiceDesk Plus. However, I'm a bit confused by the use of the 'from' and 'limit' parameters to create paging behaviour. I've read the documentation on the method (https://www.manageengine.com/products/service-desk/help/adminguide/api/request-operations.html#Requests) and I'm trying to create a loop to retrieve all the requests from the system 50 at a time by updating the 'from' parameter as
SDP & Desktop Central Integration - remote connections not creating worklog entries
I have SDP & Desktop Central integrated but when a technician remotely connects via SDP to a workstation the SDP work log is not updated. FYI: We only use DC agents. We we connect we add a reason and the ticket number.
Is there any issue in setting up ssl for free version of SDP
Hi, I have installed free version of SDP standard. All are working fine. When we try to configure SSL we are getting below issue. Kindly help us to fix this. Regards, Kavi. inside sdclientutil::::::::Received fatal alert: handshake_failure javax.net.ssl.SSLHandshakeException: Received fatal alert: handshake_failure at sun.security.ssl.Alerts.getSSLException(Alerts.java:192) at sun.security.ssl.Alerts.getSSLException(Alerts.java:154) at sun.security.ssl.SSLSocketImpl.recvAlert(SSLSocketImpl.java:1959)
Organizing Business rules
Hi, We have three sites and 58 business rules. Organizing Business rules is a very tedious work when we add more rules as we wish to keep it sorted. Regards Murali
Python script cannot be found
I am testing out the custom python script from here. Script Master - 13 I am getting the error attached. Why is it looking at the BIN folder when all the instructions are pointing to ServiceDesk\Integration\Custom_scripts? The AutoClose.py is in the suggested folder. Python is bounded as environment variable and i am able to call it via command prompt. Phyton 3.6.1 SDP 9309 Regards, JPC
First response time violated issue
We are facing a problem that some of the requests created is showing first response time violated message. I know this depends on the SLA timings set. But my question is that what should I do in the request to avoid this problem. Actually there is no field in the template to enter the response time. Please help me. 8123 is the version.
Change requester display name
Hi, I've imported requesters from several ldap. Now I want to organize the requesters. I would like to change their display names to format: "last name" "first name"
Request does not fall within permitted scope
Hi, I have an end-user that receives the following error when clicking on a new request link. Specifically, this appears to be an issue of when this end-user is not the requester, but has been CC'd. When the end-user is the requester there is no issue. "Request does not fall under your permitted scope. So you are not authorized to update the same." How to resolve please? Thanks Roy
Assign Closed ticket to Technician who closed it
Hey everyone, The way we currently have set up is we have a round robin. However, sometimes when a ticket is resolved or closed, and someone replies back to the ticket, it gets reassigned to someone else. The way we want it, is we want the person who closed or resolved the ticket to be reassigned back to them. Not sure if it's default and not working or if that's possible. But to be honest, that should come out-of the box.
SMTP setting with Office365
Hello, Can anyone assist with the Outgoing mail settings of ServiceDeskPlus to connect to an Office365 mailbox? I've tried to send notification after entering the settings below but their settings are not working. I am using the following: Server Name: smtp.office365.com Alternate Server Name: blank Senders Name: ServiceDesk Reply-to Address: same as Incoming address Email Type: SMTP TLS Enabled: Yes Port: 587 Requires Authentication: Selected Username and Password Set When trying to send an email
Approval in same stage.
Dear Support team, Since we start using ServiceDesk Plus we were able to record approvals on SR by clicking on Submit Approval button from action menu and we were having multiple approvals recorded in same request and in same stage, recently we discovered that the approval screen is not accessible if the SR had been approved by one person followed by the message as showing below,: Note: We are using free version of SDP. Kindly advise. Thanks with regards,
Backup failes
Hi, I've setup a backup schedule, but backup is failing 'File not found' and I'm getting the below email. I've set everyone read and write permission on the backup folder. Message 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 Error Message java.io.IOException:
Asset Explorer for MAC
It would be great if there was an asset explorer for MAC.
script to stop form submission base on requester email or department
hello, i have created few templates and some of them are not suppose to use for some particular department or group of users, can you please help me with javascript to implement this function, I expected it will be Field and Form Rules and on form submit base on some condition it will prevent submission thank you ! Tai
More editable fields in the request list
It would be incredibly useful to be able to make edits to any field in the request list, not just the assigned to. Ideally including custom fields - that way much of the data entry for tickets could be done without having to navigate around the form. This could be optional per field, so as not to overly bloat the size of the page, though we would probably have almost every one of them editable.
running SDP on IE 11
Could you please confirm if IE 11 is still supported browser for SDP? We are having continuous problems when opening SDP in IE11 e.g. when replying from ticket to the end-user the message is not sent nor saved in the ticket, sometimes SSO pass-through doesn't work and we need to open the browser once again to get the user authenticated or finally SDP throwing "server errors" pages. In such cases emptying Temporary Internet Files helps, but for a very short time. Additional comment: users working
Error on Changing Template for New Ticket
We are getting an error when trying to update the template of a new ticket received. 1. Ticket Received via email 2. Tech opens the ticket in SDP, clicks on global Edit, then change the template from "Default" to another template. 3. SDP throws the error below. However we use the template for some business rules and it is working fine. It also works fine if the template is changed for older tickets (ticket already edited, saved, then edited again to change template.
Service desk fails to start
Hello, I'm on version 9.020 and after a failed attempt to apply a service pack I tried to restart the server. The process seems to be stuck at about 85 % when starting the application layer and this is the screen I get : I followed some of the advice in the forum and when trying to start from the command line using the run.bat I get the following screen. Can anybody help ? I'm completely stuck . TNX
Automated closure via business rule
Hallo, How can I close a request via a business rules, when the request closing rule "add work log" is active?
API via curl not populating fields
When I create a ticket with the curl command curl -X POST http://<DOMAIN>/sdpapi/request --data OPERATION_NAME=ADD_REQUEST --data TECHNICIAN_KEY=<TECH_KEY> --data-urlencode INPUT_DATA@new_request.xml the request ticket is created but the only field that is populated is the Technician. None of the other fields are being populated. Is there a problem with the XML? <operation> <details> <parameter> <name>requesttemplate</name> <value>Infrastructure Operations</value> </parameter>
Add Request Curl Example
I am trying to use curl to call the ADD_REQUEST operation. I have tried a couple of different formats to express the request but have not been successful. Do you have any examples using curl to create a new Service Request Ticket? If I use this command: curl -X POST http://<DOMAIN>/sdpapi/request --data OPERATION_NAME=ADD_REQUEST --data TECHNICIAN_KEY=9336CB2B-AE7B-481B-BDA1-5356C6449F23 --data INPUT_DATA@request.xml I get the result <?xml version="1.0" encoding="UTF-8" ?> <API version="1.0"> <response>
Multiline Additonal Fields
Hi I've created a template and I want the email from that template pulling information directly from the ticket. One of the fields is a multiline line I've added as an additional field. When I type in the field I'm able to include a space between each line however, when this field is pulled in to the email template is pulls all of the lines of text in as one paragraph. It would be great if it keep the space between the sentences in the email template. John Williams Example Additional Field: Line
Service Catalog - SLA
Hi, We set SLA to Service Catalog, our operational hours are from 8:00 am to 17:30 pm. But if the service was created pass 17:30 the clock still counting, and the technician received the alert. And it is out of operational hours, I attached the error. With the incident templates the Clock is counting correctly only the operational hours. How can we set that SLA only count the operational hours?
Query assistance - Technician Support Groups
Hi Can I please get assistance in a query containing Technician, Support Groups and Reporting To fields. Thank you in advance
Field & Form Rules: How to check, if a date field is blank/not set?
Hi Forum, Am trying to do the following in a change template: When the change is set to closed and the SCHEDULEDENDTIME is not set, set it to current date and time. Got a "On Form Submit" rule with "On create/edit", condition "Status" is any of the "closed>>closed..." with the following script: var x=$CS.getValue("SCHEDULEDENDTIME"); if(x === "") { $CS.setValue("SCHEDULEDENDTIME",new Date()); } It doesn't work :-( Just setting the date without the IF works, but I only want to set it, if it's
Status exceeding threshold - report
Hi all I am wanting to setup reports to flag tickets that have exceeded certain thresholds e.g. Any tickets with the status "Pending User Response" longer than 3 days. Unfortunately I cannot see a way to so this. What criteria would I use to set this up? For the time being, I have managed to get by (refer to attached) however I cannot automate this report as I need to stipulate a fixed date every time. Any suggestions are welcome. Many thanks, Graeme
Session timeouts and random issues in Requester / Technician login's
As around 20 to 30 customers have so far reported these issues, I am just moving this to a new forum post where updates on this issue can be easily tracked. As on 9th May Hi, In the past week we have seen customers report this kind of issue in their environments. The reported places include, Unable to create requests from a requester login. Trying to fill the form after refreshing works. Unable to reply to a request Unable to add notes Unable to edit a request and a few other places as well. In
ServiceDesk Plus 9313 Released
Dear Users, SDP 9313 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9313: SD-67431: In SSO enabled environments, owing to the POST data loss, web form data doesn't get submitted while creating or editing a request and form resets. Similarly, replies sent via email are not sent; in some cases resolutions, notes, and worklogs are not getting saved too. SD-66780: Following issues have been fixed in the
ServiceDesk Plus 9312 Released
Dear Users, SDP 9312 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed in 9312: SD-67331: Unable to submit post data in IE when the SSO and Keep me signed in options are enabled. SD-66364: Vulnerability while adding CI in CMDB API. Behavior change in 9312 In an SSO-enabled environment, the Keep me signed in option will be unavailable. Please refer to the below link for the steps to install the patch. https://www.manageengine.com/products/service-desk/service-packs.html#sp
SLA's still not working properly
Has anyone solved the problem of SLA's not being automatically assigned when an action is taken? Example: Email comes in from customer and generates a request with an SLA of 20 minutes. The first line team have 20 minutes to resolve the issue then it is passed to the second line team who have 40 minutes to complete their work. I have set up a business rule that should change the SLA to the second line SLA when the group is changed to "second line" but the rule does not work. I have to go into the
Spam filter not working consistently
Hi all, On occasion I am noticing requests being generated by internal email. I have set up various rules and included the email address and subjects but still SDP creates requests instead of dropping them. Is there a fix? Thanks
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