Had an interesting discussion with a client that other day. They were looking to improve the efficiency of the first interaction on a request for a technician in diagnosing potential user issues. One method they perform is a basic connectivity check to the users workstation to eliminate the obvious fault and they wondered if it might be possible to provide this an a button in the GUI for technicians to select.
Given ManageEngine ServiceDesk Plus has recently introduced custom menu options I thought this might well be feasible. 
To configure a custom menu option on the Actions menu of a request we need to navigate to Admin > Request Custom Menu:
For simplicity I decided to stick with an Action Type of a simple batch file for now but you can also run class script if necessary:
You’ll notice that I was able to pass the details of the asset associated with the request using the $ASSET parameter. You could of course pass pretty much any of the parameters of the request in this fashion e.g. $SUBJECT, $PRIORITY. The full instruction I used is as follows:
cmd /c connection_test.bat $ASSET
The other aspect when configuring a Request Custom Menu item is that you can also choose when to display the action based on Role and template. When you view a request the menu item appears in the Action menu:
Next it was a case of creating and saving a batch file to perform a basic ping connectivity test on the ServiceDesk Plus server in the
integrationcustom_scripts folder.
This is the batch file code I used:
@echo off
if “%1″==”” goto NoAsset


%SystemRoot%system32ping.exe -n 3 %1 >nul


if errorlevel 1 goto ConnectionFail


echo ** TEST OK ** – %1 is available and responding.


goto :EOF




echo xx TEST FAIL xx – %1 is not responding to connection test.
goto :EOF




echo No asset assigned to request.


goto :EOF


So when you choose the Connection Test menu option from the Actions menu of a request you see the connection test result of the test as a pop-up message:
In this case the request had an an associated asset and a successful connection test. However, you notice from the batch file code I also check for a connection fail and also if an asset has not been associated to the request.
Please note that if a user has only a single asset associated to them in ManageEngine ServiceDesk Plus, such as a workstation, this asset is automatically logged against any request raised against their name:
This is a work in progress so please use with caution. Going forward I might look to see if I could perhaps automatically update the request automatically with a note when the action is run with the details of the result using an API call.

This article is relevant to:
Service Desk

You may be interested in these other recent articles

Get to building your business apps with the new AppCreator

9 June 2022

ManageEngine’s new low-code application development tool Creating an application, building one and deploying it can be expensive and time consuming as you have to make…

Read more

Endpoint Central’s Endpoint Security

31 May 2022

Endpoint Central (formerly Desktop Central) not only got a name change but has also introduced Endpoint Security to help organisations keep their endpoints secured. According…

Read more

Automation in ManageEngine ServiceDesk Plus

20 December 2021

Increasingly customers are looking to automate repetitive and mundane tasks in ServiceDesk Plus. Since the introduction of Deluge, Zoho’s online scripting language, as part of…

Read more

Update on the recent Apache Log4j2 vulnerability – Impact on ManageEngine on-premise and Zoho cloud products

14 December 2021

A high severity vulnerability (CVE-2021-44228) impacting multiple versions of the Apache Log4j2 utility was disclosed publicly on December 9, 2021. The vulnerability impacts Apache Log4j2…

Read more

Who do I contact for technical support for my ManageEngine product?

10 September 2021

When purchasing a ManageEngine product it will either have been supplied on a subscription basis or it would have included an initial Annual Maintenance and…

Read more