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Re : First Call Resolution (FCR) Setup

June 15, 2017, 5:54 am
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Hi, 

First Call Resolutions (FCR) feature was implemented in our recent servicedeskplus MSP build 9.2, You can upgrade your application for using FCR feature. Check this link for reference. 

Regards,
Abrar Ahamed 
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Re : CSV requester import - self-service details

June 15, 2017, 6:01 am
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Hi Jack,

We did understand your concern, this is to inform you that your requirement was already been asked by different customer's in the past. On checking and confirming the same as a valid requirement, we had raised this as a feature request.

Here is the ID for the feature request you have suggested us (MSP SDF-10568). As of now, this feature is in our Roadmap and the same will be added in our product in future depending upon the demand & priority from other customer as well as considering our internal priorities. So currently we cannot promise any time frame for the feature's availability. We request you to cooperate with us the on the same.

In the meanwhile, you can know the status of this feature from this page. We will update this feature ID in our Read Me available here once it is released. You will receive a notification about the hotfix / Major releases if you provide your email address in About page present in our application user interface.


Thanks for your understanding.

Regards,
Abrar Ahamed
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Re : how can I get more information from GET_REQUESTES?

June 15, 2017, 10:07 am
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Hello Cesar,

I used the same Input after editing the technician key and server details and tested from my and I was able to pull the information without any issue. Attached are the screenshots. You can check the same in Json Format and see if the same helps. Also you can refer the below link for your reference :


Additionally to inform you, we are about to Stop the support for Servlet API and XML format and would support RestAPI and Json format going forward.

Thanks for your understanding.

Kind Regards,

Ajay Kumar

 

Direct Support Number : +1-408-352-9131

Refer here for : Issues Fixed | Road Map Features | Useful Documents 

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Re : CSV requester import - self-service details

June 15, 2017, 5:23 pm
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Thanks Abrar, that's great. Thank you for your help 
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Re : Regarding Outgoing Email

June 14, 2017, 12:01 am
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Hi Dinesh,

I want to upload log file to investigate the error, please let me know how to upload it in forum.

Thanks & Regards,
Venu Suri,
+91 9581304055
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Re : Regarding Outgoing Email

June 14, 2017, 1:15 am
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Hi Venu,

Please raise this with our Support Team at support@servicedeskplus.com with this forum link along with the Support file. We will get in touch with you to get this issue fixed.


If you have already raised this with our team, please mention the ticket ID that was acknowledged to you.

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Re : Regarding Outgoing Email

June 15, 2017, 2:40 am
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Hi Dinesh,
I have some queries on Rest Api's in ME:
1.we generated technician key for one technician and used for sdpplus integration to appmanager
2.Now i want to integrate my sdpplus with my dashboard team, shall i share the same rest api key to integrate.
3.For AppManager and sdpplus msp, the Rest Api key is same.

Please let me know answers for these queries.
Thanks,
venu Suri,
+91 9581304055
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Re : Regarding Outgoing Email

June 15, 2017, 2:42 am
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Re : send report

June 16, 2017, 7:54 am
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OK Ajay, thank a lot for your response.
Hope the feature will be available soon.

Regards,
Ognjen
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how can disable or hide Site and assets

June 17, 2017, 5:01 am
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i want disable or hide site and assets option in Incident template for requester view, how can?
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GET_REQUESTS 'from' and 'limit' parameter confusion

June 19, 2017, 2:31 am
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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 each set of records are retrieved.  However, I'm struggling to understand how the 'from' parameter works.   I'm using the 'All_Requests' view in the 'filterby' parameter and there are around 15,000 requests in the system.

The behaviour I'm seeing is something like this:

Loop iterationFrom parameter valueLimit parameter valueFirst retrieved request workorderidLast retrieved request workorderid
10501687116822
21677250NoneNone

I see that the records appear to be retrieved in reverse order, so I'm updating the 'from' parameter value to deal with this, but I don't understand why when I ask for requests beginning from 16772 I get no results back when I know there are requests both above and below this value.

I thought I'd repeat with a different start point other than zero to see what happened, so I started at 10000, and this is the result I got:

Loop iterationFrom parameter valueLimit parameter valueFirst retrieved request workorderidLast retrieved request workorderid
1100005063106259
26209501033010281
3102315060706019
45969501058810530

In all of this, what I don't understand is why when I call GET_REQUESTS with a particular 'from' value parameter I seem to get results that don't relate to the 'from' value I've specified Specifically, if I start with a 'from' value of 16772 I get no results, even when I know there are requests both sides of this value (I can see them in the front end).  If I make the call with a 'from' value of 10000, why do I get values back in the range of 6310 to 6259, and when I start with a 'from' value of 6209 why do I get results in the range 10330 to 10281.

Please, is anyone able to advise how the 'from' and 'limit' parameter values are interpreted in the API calls, and/or explain how I would retrieve a list of all the requests in the system given that it's noted elsewhere in these forums that the API call is limited to 100 records per call.

Any help much appreciated.

Thanks,

Jon




            
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Re : how can disable or hide Site and assets

June 19, 2017, 4:30 am
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Hi shahmir,

We did understand your concern, this is to inform you that your requirement was already been asked by different customer's in the past. On checking and confirming the same as a valid requirement, we had raised this as a feature request.

Here is the ID for the feature request you have suggested us (MSP SDF-9536). As of now, this feature is in our Roadmap and the same will be added in our product in future depending upon the demand & priority from other customer as well as considering our internal priorities. So currently we cannot promise any time frame for the feature's availability. We request you to cooperate with us the on the same.

In the meanwhile, you can know the status of this feature from this page. We will update this feature ID in our Read Me available here once it is released. You will receive a notification about the hotfix / Major releases if you provide your email address in About page present in our application user interface.


Thanks for your understanding.

Regards,
Abrar Ahamed 
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Custom Triger Add a Request

June 19, 2017, 4:46 am
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Hi we are using the SDP MSK Version 9208. We want  to run a custom script (python) when a request is closed. The script is below and the proble is that we are receiving the message when scripts runs ..
Action Executed is :Νέο Δελτιο τιμολόγησης
Message: Session request submitted successfully{'operation': {'result': {'status': 'Failed', 'message': "Mandatory element 'account' not found"}}} "data={\n \"operation\": {\n \"details\": {\n\t\t\t\"account\":\"ANACHEM\",\n \"title\": \"descrf\",\n \"priority\": \"high\",\n \"description\": \"descrf\",\n\t\t\t\"requester\":\"Mika\",\n\t\t\t\"site\":\"Anachem\"\n\t\t\t\n\t\t\t\n }\n }\n}" ******************* data={ "operation": { "details": { "account":"ANACHEM", "title": "descrf", "priority": "high", "description": "descrf", "requester":"Mika", "site":"Anachem" } } } 


The Account Name is correct and exist 
can  anyone help me !!!!
  2. import requests
  3. import sys
  4. import json
  5. import datetime
  6. from pprint import pprint

  8. TechnicianKey='my admin key'
  9. OperationName='ADD_REQUEST'
  10. filename = str(sys.argv[1])
  11. with open(filename,encoding='UTF8') as data_file:
  12.     data = json.load(data_file)
  13. request_Obj = data['request']
  15. REQUESTER=request_Obj['REQUESTER']
  16. SUBJECT=request_Obj['SUBJECT']
  17. SITE=request_Obj['SITE']
  18. DESCRIPTION=request_Obj['DESCRIPTION']
  19. SHORTDESCRIPTION=request_Obj['SHORTDESCRIPTION']
  20. CREATEDTIME = request_Obj['CREATEDTIME']
  21. scheduledstarttime = datetime.datetime.fromtimestamp(int(CREATEDTIME) / 1e3).strftime('%d %b %Y, %H:%M:%S')

  23. with requests.Session() as s:
  24.     url = "http://MY-IP:My-Port"
  26. jsonData ='''data={
  27.     "operation": {
  28.         "details": {
  29. "account":"ANACHEM",
  30.             "title": "'''+SHORTDESCRIPTION+'''",
  31.             "priority": "high",
  32.             "description": "'''+DESCRIPTION+'''",
  33. "requester":"'''+REQUESTER+'''",
  34. "site":"'''+SITE+'''"
  37.         }
  38.     }
  39. }'''

  41. json_data = json.dumps(jsonData)

  43. apprUrl = url + "/sdpapi/request/"
  44. data = {'INPUT_DATA' : json_data ,'TECHNICIAN_KEY': TechnicianKey,'format':'json','OPERATION_NAME':OperationName}
  45. r = s.post(apprUrl,data)

  47. if(r.status_code == 200):
  48.   print("Session request submitted successfully")
  49.   print(r.json())
  50.   print(json_data)
  51.   print("*******************")
  52.   print(jsonData)  
  53. else :
  54.   print("Problem submitting session request")
  55.   print(r.json())
  56.   print(json_data)
  57.   print("*******************")
  58.   print(jsonData)  
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Re : GET_REQUESTS 'from' and 'limit' parameter confusion

June 19, 2017, 5:09 am
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Hi

Could you please let us know which Servicedesk plus you are using ? Is it ServiceDesk plus or ServiceDesk Plus MSP ?

In ServiceDesk Plus MSP - we wont support XML based API integration. So please clarify to proceed further.

Thanks

Santhosh
ServiceDesk Plus MSP Team
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Re : GET_REQUESTS 'from' and 'limit' parameter confusion

June 19, 2017, 5:47 am
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Hi, this is the version info:




Thanks,

Jon
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Version 9209 Installation

June 19, 2017, 6:37 am
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Hello,

Recently our ServiceDesk Plus MSP was upgraded to 9.2 Build 9208.  Tested the installation of 9209 and it errors.  The installation stops and uninstalls.  Wondered if anyone else has had an issue with this patch?



Thanks,


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Re : Custom Triger Add a Request

June 19, 2017, 9:13 pm
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Hi

We have an internal API implementation tool to check the error and the result using our application itself. Hence could you please parse the values by calling the APICall.html as mentioned in the below link and check the result. (API's is also present in the same below link)


Please send the error and the specific parameters passed (take from this APICall.html once executed) which causes this issue for further analysis.

Thanks

Santhosh
ManageEngine ServiceDesk Plus MSP Team
Direct Support Number :+1-408-352-9131
Refer here for : Issues Fixed | Road Map Features | Useful Documents
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Re : Custom Triger Add a Request

June 19, 2017, 11:27 pm
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hi Again i know the tool and when parsing values from the tool the operation is successful, but the same values from the script cusing the error of mandatory element account not found !
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Re : Custom Triger Add a Request

June 20, 2017, 4:34 am
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Hi Michael

We don't have expertise on analyzing this code. Hence i request you to check with external forums for this.

Thanks

Santhosh
ManageEngine ServiceDesk Plus MSP Team
Direct Support Number :+1-408-352-9131
Refer here for : Issues Fixed | Road Map Features | Useful Documents
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all reports show tickets of all accounts

June 20, 2017, 8:00 am
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Hi,

After doing the update to build 9209, the reports show the tickets of all accounts, regardless of the selected account.  But this only occurs with admin users logged.  

Therefore, all the reports scheduled with an administrator account to be sent to the customers are wrongly showing the tickets of all accounts

Thanks in advance

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