Upcoming Behavior changes in Billing API
Dear Users, Please note that there will be changes to field names in the APIs listed below in our upcoming release 14830. Any external products, web clients, scripts, or desktop applications integrated with these APIs will be affected. It is mandatory
A query to automatically share a request to a requester using F&FR on Submit
Hello, Under specific security circumstances we must notify a requester about a cyber security incident. Now we share manually the incident request with the requester. We would like to automatically share the request when submit the incident if an specific
Use Multiple Reply to Email Addresses for Different Customers
We have multiple customers, Customer A, Customer B and Customer C Customers A & B both use incoming and outgoing email addresses ServiceDesk@msp.com We want customer C to be able to use a different incoming and outgoing email address from Customers A
[Free webinar series] MSP essentials with ManageEngine
Hi there, Are you looking to optimize your IT management while delivering better service experiences for your customers? Whether you're an MSP or MSSP, our five-part webinar series is designed specifically for businesses like yours to help you enhance
Can we able to clone the configuration from one on-premises account to new on-premises account?
We have a customer requirement to clone the configuration from one on-premises account to new on-premises account because they don't want to change any existing set-up in production, so we suggested to purchase new instance with minimum license for testing
Relashionships API
SDP 14.7 has API for add relashionships? api/cmdb/cirelationships return error 3010 module name is not supported. [ cirelationships ] Apidoc has nothing information with relationships.
Problem Integration - Service Desk MSP x Endpoint Central MSP
We are running some tests to validate the Endpoint Central MSP and Service Desk Plus MSP solution. Endpoint Central MSP is in the TRIAL period, that is, with the full version temporarily. Service Desk Plus MSP has a free version for up to 5 users. However,
ManageEngine Service Desk app for Android issues
I am currently running version 14.8 b 14820 and I am trying to reconnect the app on my phone to the site. I have the correct site address in the configuration, and we use domain login. It will not show the domain list, and therefor will not allow login.
Agent Scan on timeout
Good morning, I have this persistent problem. Any scan from agent results in this message: "OPTION FAILED: The scan request has been received and acknowledged by the agent. The agent is taking longer than usual to complete the process. The scan data will
Reporting Query
Hi Guys, We are trying to generate a report so we can look at tickets logged monthly + time spent on the ticket. The attached is a great start showing our monthly tickets and which category they are in as a bar chart. How would I: 1 – Include time spent
Tickets opened by hour by site query
I'd like to change the following query to do by site instead of by group. Is that possible? I am running ManageEngine ServiceDesk 14.5 with sql database. SELECT qd.QUEUENAME AS "Group", YEAR(dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (workorder.CREATEDTIME/1000),'1970-01-01
Impersonate user for troubleshooting purposes
Is there a way for SDAdmin users to impersonate a user for troubleshooting purposes? Similar to this Service-Now feature: https://docs.servicenow.com/bundle/jakarta-platform-administration/page/administer/users-and-groups/concept/c_ImpersonateAUser.html
Machine Image Copy of SDPlus Server in New Domain
hey all, we are migrating to a new domain. i've taken a machine-level image back up of my SD Plus server and spun up a copy in the new domain. the server name has changed in the new domain. what do i need to do to get this working in the new domain? the
Query
I am seeking assistance with locating the relevant data within a PostgreSQL database to broadcast the number of open tickets on my site’s support section. Specifically, I need to identify the database schema or table that contains the information about
Can I generate a report on the number of tasks generated by tickets
Hi, I am able to get a report each day / month for the number of requests that come in. Some tickets have say 10 tasks assigned. I need to report on how many tasks were generated each day / month. How can that be done in SDP?
Unable to Sync Azure Entra users in Manage Engine SDP Professional MSP Onprem
Hi All, We're facing challenges syncing Azure Entra users to our ManageEngine SDP Professional MSP On-Prem environment after enabling SAML. This is preventing users from logging tickets and accessing technician roles. Specific Issues: Incomplete User
[ERROR] ORGANIZE SLA ERROR
Hi team, I have a problem with SLA in Service desk plus MSP. My old version was 14.305. I have upgraded to 14.810 recently. But after upgrade I can organize SLA in my app. Specifically, when I press save, I get this error.
How to view End User Information (Account name & Location)
Hi guys, Im trying to get a license quote for my ManageEngine SDP and they are asking me for End User Information (Account name & Location). Can someone tell me how to find this information? Im not sure whether to send them my username that i used to
Free Masterclass- Taking control of your MSP operations with ServiceDesk Plus MSP (September 25)
Hi, We are excited to invite you and your team to the second episode of this year's ServiceDesk Plus MSP Masterclass series. In the upcoming episode, we will explore some of the essential MSP capabilities required to effectively manage all key aspects
SAML Login Not Showing Up on SDP+ Login Page
I have configured SAML Single Sign-On with Entra ID (Azure A/D) as the Identity Provider according to the documentation provided by ManageEngine Support. However, my ServiceDesk Plus MSP login page does not give the option to sign-in with SAML. Is there
Mandate approvers to edit fields in a service request
I'm trying to build a couple of service request templates. I have it like I want it except for one thing. Each template have 4 levels of approval assigned to specific organizational roles. These approvers must be able to edit a specific field in the template
Worklogs not syncing with Zoho Books
Hi, After the upgrade to v14810, the integration between SDP MSP and Zoho Books quit working. I recreated the connection, however we are getting errors and the worklogs are not syncing. Can you please help. [23:04:08:130]|[08-26-2024]|[com.manageengine.integrations.MetaDataInfo]|[INFO]|[112]:
Associated Accounts fully populates
Tested associate 1 or no accounts will still fully populate all accounts which is not the correct behavior?
External User
How can allow the external user to create ticket?
Mail Fetching slow and inconsistent ServicedeskPlus
Hi Everyone, I seem to be having some issues with the servicedeskplus system. I've configured the mail server with IMAPS and Google Console for the Oauth, since I couldn't configure with EWS and EWS was giving a lot of issues.So I created a Gmail account
Webhook Worklog variable
Hi, I have configure a webhook that notify a third party system when a ticket is created or modified, but i'm looking to get some worklog variables. When you look all the variable with $, only "Request" variable are listed. There's a way that I can get
incident tickets : head of a department
Hi, the head of accountancy departement wants to have access (view/edit) all tickets that employees of his department have created. How is the setup for this? thx bjorn
Applicant can view multiple account template
Is it possible for a requester user to be able to create tickets in multiple accounts within ServiceDesk Plus MSP without the need to create a separate user for each account? Example: We currently manage the following accounts within ServiceDesk Plus
Requster unable to load logo
Unable to load if custom image is set for the account.
Unable to send password reset link
Unknown error pops up when trying to send password reset link.
Change opening by the requester on the portal
Hello, In Servicedesk Plus MSP, it is not possible for the requester to open changes through the portal. What are the possible ways that we can get the Requester to open changes through the portal?
Critical : Unable to generate scheduled report
Configuration of DR for ITSM
Dear Team Request support in getting the sizing to enable the ITSM in DR for UCO Bank .The current license we have is for DC and DR and hence need to know the sizing of hardware required to enable the DR on priority.
Report All tickets for a given requester
I am trying to get a report for a specific user on demand using ALL tickets, open or closed to discover trends of issues based on users. I however cannot seem to get it. I can show all tickets, then search by requester and the one I was trying showed
API to get all open or on hold requests for an account
Hello is there any way to get all open or on hold requests for an account? for open i found this API request to get the list of open Requests in a particular group (manageengine.com) and it works if i simply change the search field { "list_info": { "row_count":
mark tickets as unread
Hello, is there a way to mark already read requests as unread? Thanks
Is there a Bulk add option in Assets?
In the "On Prem" version we had the option to upload a csv file of multiple assets to add to Assets in ME but there doesn't seem to be an option in the Cloud version. Is this locked behind some sort of permission? Or could it be there and I'm just not
Cannot login with my admin user
Hello team, I have on-prem MSP SD plus installed and implemented for more than one year. But there was no access to it for a long time and need now to re-activate. when I enter the password it doesn't give any respond , it just refreshes and clear the
ERRORCODE:1013
Hi, We are receiving error code:1013 when we try to upgrade to v 14800. We are using Postgresql. Can you please help. Thank you.
EOL of support to older Operating Systems
Dear Users, Please upgrade your operating systems to the latest versions to ensure application security and uninterrupted and efficient performance, as newer features get added to the application. Note that over the next 3 months, we will progressively
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