How to create new read-only user on postgres
Hi, I need to set up a DB user (Postgres) to read some data from servicedesk db. I tried to follow this official guide https://pitstop.manageengine.com/portal/en/kb/articles/remote-read-only-access-to-database-for-postgres-customers , but I got stucked
Outlook Calendar integration
Dear ManageEngine, Is it possible to integrate Office 365 Outlook Calendar with ServiceDesk Plus? I saw a guide on syncing Microsoft Calendar with SDP, but that is for technician leave purposes. I want to sync scheduled activities in Outlook Calendar
Error when sending CAB approval with attachments
When attempting to send the approval email from change management, I get the following error if the approval has any attachments "Email Sending failed for the following user(s) :" Then lists the users. If there is no attachments it works as expected and
Preventive Maintenance now Maintenance - OK but there are major changes
Moved from 13001 to 14006 - I am not understanding why PM schedules were auto changed from monthly to yearly just because of the change to a maintenance module? Also, why can I not change them if I am not in the same time zone as the server? This also
Modify Subject to include custom text based on template used
Good afternoon. We have employee transfer events sent via email to several areas of the business including I.T. The subject as sent by HR is "April Transfer List Updated". I have a business rule set up to apply our Transfer template when we edit the
Our SAML login suddenly stopped working.
Hi, We would like to get some help to read the logs and see the images below, maybe we're just missing something? I don't recall seeing additional fields in earlier version (13...) but it has worked for a while since latest update. Yesterday SAML login
Can't upgrade from 14006 to 14101
Hello! While upgrading to 14101 I get the error Invalid object name "RequestNotification".. Here is the part of the log: 03.12.2022 20:27:54 [com.adventnet.persistence.migration.MigrationUtil] [INFO] : Going to execute query :: ALTER TABLE "Notify_WorkOrder"
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Remove Description from Incident Template
I am trying to create a request template and do not require the Description field but there is no option to remove it. Is it possible to remove it for a specific template?
Email-to-request function has changed type of attachment.
We've faced very rare case when received email with attachment where filename has 3 dots before extension like "myfile....pdf" Outlook shows it correctly, but ME SDP v14006 during creation request from the email converted attachment to "myfile__pdf" so
Is there any way to allow technician to raise ticket on behalf of any requester?
Hi, Currently, technician can raise ticket on behalf of himself or any technician of his/her group but Technician can raise any ticekt on behalf of requester i.e end user. is there any work around? I am using ME SDP Standard Edition 14.0 14003 MSSQL
[SDF-99229,SDF-106834,SDF-106835] Is it possible to view Changes in Kanban view?
While I've been able to find a view for the Requests to be viewed in a KanBan view is there the ability to view Changes in this view rather than a list view? I have seen a request on here asking about the same but for the Project view, so I get the feeling
Build 14101 - subject var ${subject} broken for answering conversations?
Now: In version 14.1 the ${subject} is always referring to the original ticket subject. Is this meant to be? Before: The subject from the conversation i clicked to answer was taken. Is there a workaround? We urgently need this behavior back. Long Story:
Problems when upgrading from version 9.2 to 9.3.
Good afternoon! Recently I wanted to upgrade the service desk from versions 9.2 to 9.3 and further to 14 versions. I have a problem right now during the update. Further screenshots. Help solve the problem.
Incoming Mail initial set up not working
Hello everyone, I am setting up SD+ for the first time and am trying to set up incoming mail settings. I have gone through the OAuth settings for O365, and set up as EWS. When I click on save, the pop up has me log into the O365 portal. The problem I
Request REST API
Hi guys, Can we get/update the approval stage & approver in request module via REST API ?
Custom Reports for ServiceDesk Plus - Tracking Request Approvals
As a proactive ManageEngine reseller we were recently contacted by one of our customers who was interested in tracking the Approvals Requests made from requests in ManageEngine ServiceDesk Plus. They were interested in tracking the following information: When the authoriser received the request for approval When it was approved How long it has taken the approver to action the request What is the average time to approve Now the Reports module in ManageEngine ServiceDesk Plus doesn't currently support
14000: Request List filters
With the recent upgrades, how are teams or admins managing viewing queues? Most of our techs would use the group-based filter to view their tickets, with this function now removed, techs have had to create new custom views. Obviously this is unwanted
14.1 Build 14101 Threaded responses missing?
Before the update all our email replies would contain the thread of replies before it. After the upgrade we its only attaching the original ticket details even when in the 5th reply in. This makes it harder for our users. How do we go back to the old
Last Conversation Details - Not working?? 14101 version
Hi, We are testing version 14101 and have noticed that the new notification parameter ($LASTCONVERSATIONDETAILS) does not seem to be working. Steps: 1) we create a new test ticket 2) we reply to ticket (from an external email address as a non - technician)
Multiple Instances of ServiceDesk Plus
I currently have 2 instances of ServiceDesk Plus running on 2 separate VMs. I am just about to upgrade both to v14 and wondered if it is possible to run both instances on a single server. Is there any documentation to support a config like this? Thanks
Office 365 Stopped working - OAuth window Blank
The Office 365 email settings were working yesterday morning (new tickets were coming in via email). It then stopped being able to communicate to the Office 365 portal. No settings have been changed on either end. When I try to fetch incoming mail, I
Upgraded build 13009 - 14006, filter and sorting issues.
Hello, We have recently upgraded our ServiceDesk Plus from build 13009 to 14006. Maybe we shouldn't skip so many versions but what's done is done. We've noticed that filters in Request menu, both published and private, disappeared. Should we add a filter
Hi...Need to show Technician Mobile Number to notify requester when a request is assigned to a technician.
Hi Experts, In our Previous tool, we informed technician name and mobile number to the customer once our technician assigned the ticket. but in ManageEngine, this option is not present rather requester mobile, email present here (but it is not required ...I need Technician Mobile, Technician Email option here ---see attached file from ME) Note that, our customer don't want to see technician details by clicking request details rather they want to see this info in mail subject line. Can you suggest
[SDF-25815] Support group to multiple sites
Hello! Is there a way to have the same support group to be associated with multiple sites? In our case we have several groups that serve multiple site users, and right now the only way I see to configure this is to create a different "copy" of each group
Remove Double Spacing
Hi, I'm trying to create a script to remove any double spacing from a specific field when a user submits a form . I have tried .trim() but doesnt seem to work. Any help appreciated. var inTRIM=$CS.getValue("WorkOrder_Fields_301_UDF_CHAR18").trim();
SDP+ Backup Issue Centos 8
Hello, I'm having issues when I try to execute full backup on my production server on Centos 8 (Logs Attached). Trimmed Backup works OK but Full Backup finishes with the following error: Shutdown completed..... Backup OS : linux Database Arch
Immediate 'First Response' breaches when requesters re-open aged requests
Hello, While certainly not a bug, I'm looking for ideas to solve this particular issue (currently on OnPrem v12 but soon to upgrade to v13): A request is received. It has a target first response time of 4 hours. The first response target date & time is
Mark red envelope as read with Button (or script) ?
Hello again, we are still struggeling with marking the envelopes as read. At the time we are using the workaround i got from other users: Sending an answer Email to an extra trash mailaddress. REALLY MANAGE ENGINE? This feature is with all other ticket
How to add additional fields in ESM Site - Organization Details
Hello ManageEngine, i whish to add additional fields in the ESM-Site details. The reason is that for our support technicians it would be great to see this information directly in the ticket informations when you open the site information of the requester
Technician's Accessing Requesting User Help Desk View when Submitting Their Own Help Desk Tickets
Hi, I am hoping someone can provide some insight on how to configure for the following use case: The technicians at my organization are also requestors of tickets. That is, they may be assigned as the technician to various ticket types (ex. IT team recieving
Duplicate ChangeOwner field in Change template
Dear All, Greetings! We are wanting to populate new field in Change template, a duplicate of existing 'ChangeOwner' field. The new field will be having a different name, but attributes going to be same as that of 'ChangeOwner' field. Keen to know, if
Can we use FULLDESCRIPTION from [WorkOrderToDescription] for Technician Notifications template.
Hi Team, Can I use FULLDESCRIPTION from [WorkOrderToDescription] for Technician Notifications template. We have some description in HTML form but as I look at the WorkOrder table, it removed all HTML tag. Can I use FULLDESCRIPTION for Technician Notifications
Change Planning Checklist
Is there a way to pre-populate an actual checklist in the checklist field for change planning? Or better yet, make the checklist a series of yes/no questions?
Checklist API
Hi, I want to update configured checklist by API call. I searched in API document and didn't see it. Please add this feature in next release. My Scenario: In SDP ESM, I have an HR instance. In this instance, I configured a service catalog as "Hiring
How to remove the Site and Asset field from the below Template
Dear Team, How can we remove the Asset and Site fields in the form designer for the Requester View ?
Team Owner in Changes module
What is the purpose of the Team Owner field in the Changes module? Does it relate at all to roles or technicians for visibility? I'm a new administrator to the application and I'm attempting to right size access rights to the various modules (way too
Report Usage Sorry, unable to execute the report, as a report generation for this login is already running.
Hi all, im trying to run a number of reports and im getting the following error. It has been like this for over an hour. I have logged off and also rebooted my client, still the same issue. I'm guessing there must be a process running server side. Any ideas Thanks in advance
Change asset status from a ticket
Good day, Is there any way to change the status of an asset when you create a request or a CR? When a technician review a ticket, maybe he will need to change the asset status as "In repair" or "Expired" (If a PC or laptop can't be fixed). Or when we
read mails from members of group or role with deluge
hello, is possible to get a email list from all members of a group with scripting? In example: group field is: helpdesk script deluge (imagine): helpdeskMailList = requestObj.get("group").get("mails")
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