Closed Ticket Notification
The image below is received when a ServiceDesk Plus Request is Closed. is it possible to modify this notification email? We can't seem to find it for modification.
Access Token not found
Hello, Our Azure client secret expired yesterday, we created a new one, deleted the old one and added the information in ServiceDesk Plus (keeping the rest the same). But now we cannot use the incoming mail anymore. Send mail trhough SMTPS works, but
Query to Generate Report of all Technicians in SDP (MSSQL)
I just wanted this to be listed here in the Pitstop, for future reference, and in case others might need it (Running SDP On-Prem v14.6): select au.FIRST_NAME as "User Name", al.NAME as "Login Name", dd.DEPTNAME as "Department Name", sdo.NAME as "Site
SDP 14840 upgrade issues
I have noticed several users have posted articles advising they faced issues upgrading to 14840. From java version issues, VM starting issues or even cases where SDP doesn't start as normal after updates, it is a concern. Some have even faced major hurdles
Fill data in additional field from an external source
Hi all! We need an additional field in the request form with a list of some values. Right now these values are maintained in an external database. Is it possible to fill the additional field with type list with data from some external source? Thanks
Upgrade from 14.8 14840 to 14.9 14930 issue
Hello When upgrading from 14.8 14840 to 14.9 14930 I receive the message: "Please reconfigure the Requests custom table schema to retain data consistency in the integrated reporting framework tool. Click Yes to proceed or No to stop the upgrade" Could
Make Scheduled Status Change MANDATORY for certain Statuses?
Hello - Is there a way (even custom) to make the Scheduled Status Change mandatory for certain statuses? For instance, when Technicians are putting the ticket 'On Hold', we want them to HAVE to fill out a date where is goes back to In-Progress. Is this
Send email to all users when publishing an announcement
How do I send an email to all users when putting out an announcement rather than having to select every single user one by one which is not feasible? Thank you
How do I change the Owner of a Contract?
I helped our Contracts Manager and imported 200+ contracts from a CSV-file. Now I'm listed as the Owner on all of these Contracts. How do I change so that Notify->Owner doesn't go to me but to the person responsible for the Contract?
ServiceDesk Plus and ServiceNow - has anyone done a Pros/Cons & pricing between the two?
Hello - In my business, we are onboarding more and more clients with ServiceNow and are assessing if it's a tool we want to use as well. Clearly, SDP is the cheaper choice, and frankly, does 85% of what we need it to. The integration between ServiceNow
Report an Issue
how when clicking on the "Report an Issue" button, the already specified template by asset type opened, and not something that the user could choose themselves?
Helpdesk categories
We are looking to create a new set of categories to classify our requests and incidents under. How can we hide the old categories when we've setup our new ones? What happens to existing tickets that have been assigned the old categories if we delete the
Design Form With multiple fields and multiple rows
We have a Assets Request Form that has 6 fields for the requested product specifications The user can make this request for up to 10 rows How do I implement this? like this: Item No. Item Name Item Code Quantity Source Destination 1 Laptop LP-001 2 Warehouse
Changed AD Password, now unable to login
I am using the community version of service desk to test our and recently changed my AD Password, now I am completely unable to login to SDP. Tried this, with no luck Login issues ( unable to login even after entering the right password ) I included a
Update to Build 14930 from 14840
Errorcode:1015 RC SI is disabled. Enbale to continue
14900+ - Spell check no longer works / times out
ServiceDesk Plus version 14900 and above the spell check throughout the application no longer works and times out.
Change approval history
Hello. I am just starting to use the Change Module and am having some problems finding the correct information in the history, specifically approvals. In the approval summary, it doesn't appear to list who did the approving. In my example below, I have
How can we Enable (Allow) to Generate AuthToken for all User (by Default)?
Dear All, Is it possible to Allow (Checked) to Generate Own authtoken for all Users at once instead of enabling it manually for all Users? Regards, Wajahath Farooq
Sending files from a request in an email message.
Please tell me how to send files from a request to an email? I can create the letters themselves, containing the description and other text from the request, but I don't understand how to get a list of attached files in the request and include them in
Useful MSSQL queries for additional fields
Since i was not able to find the queries i needed i made my own and decided to share them in case they could be useful for someone else. Tested on build 14.9 Build 14920 MSSQL database Show additional fields and what templates (if any) they are used in:
HTML into Request's Description
Is a way to insert HTML into Request's Description?
Upgrade from 14.8 14830 to 14840 issue
Hello I am having issues upgrading from 14830 to 14840. The upgrade appears to be successful with no errors but when I try and start the service it errors and will not start. wrapper.log STATUS | wrapper | 2024/10/31 15:00:33 | Launching a JVM... INFO
Skip forced backup from 14840 to 14930
Hi We don't seem to be able to skip the forced backup when going from SDP 14840 to 14930. I have tried using the details on this page - https://www.manageengine.com/products/service-desk/on-premises/service-packs.html - and was able to skip the backup
How to Hide the up-coming tasks from their owners until the previous Task (1st Task) is Completed?
Dear All, We have created 4 (four) Pre-defined Tasks and associated to a Service Template. We have also configured the Dependencies on those tasks on the Workflow tab of the Service Template, that each task is dependent on the previous task to be completed
How can we perform the Approval Action through REST API's on another Approver ID?
Dear All, We are trying to perform the Approval action through the REST API's, but if we are performing an action on other approver's it say's that we don't have the privilege's to perform the Action. We can able to successfully perform the approval action
Devs' got it wrong.
Hi. Just updated to version 14202. One of the issues we were hoping was fixed was not being able to use multiple monitors when replying: https://pitstop.manageengine.com/portal/en/community/topic/latest-version-reply-forward-template-now-doesnt-allow
Rest API - Filter Request Subcategory based on Category
Hello, I've been trying to use the API to return a list of Request Subcategories based on the category that each subcategory is linked to. I'm able to get the list of subcategories just fine when calling api/v3/requests/subcategory. This returns an array
Report - Service Desk Technician Daily Activity
Is it possible to create a report to see the amount of activity for a technician/group ? Activity is anything such as an email sent / note added etc. All I can see to work with in Report is Last Updated Time and Last Updated By which are not valid. The
Text labels on forms
We have a number of custom forms where we would like to display custom text the user cannot alter. We were able to do this on our very old in-house developed service desk application. For example, on some forms we need to have a notice that the user is making a formal, legal declaration when they submit the form. I am currently using a custom field as a text box but this is watseful of those boxes. I suggest adding an extra set of "additional fields" for forms that allow text to be displayed
Device type entries - where do I add them
Hi All I have searched to no avail, I am looking for the Storage Device, device type Asset Home > Storage Device > Edit Storage Device - this has a device type that contains DAS, NAS and SAN but I want to add USB HDD to the list but I cannot find the
Change sdpadmin PostgreSQL password
Hi, how can I change the default sdpadmin password? I tried changeDBpassword.bat but it asks for arguments and trying to change the password by connecting to the DB I don't have the permissions to do that.
[Free webinar] ITSM + PAM: Integrating ServiceDesk Plus and PAM360 to weave privileged access hygiene with service management operations
Hey there, Security loopholes in ITSM operations can put organizations at peril, such as privileged access control gaps during employee onboarding to authorization issues that crop up in remote troubleshooting. That's why it is vital to seamlessly embed
Where are user signatures stored?
We want to update all of our technician's signatures, but don't want to leave them to do it themselves. I presume they're stored on the server somewhere. Your Version: 13.0 Build 13009
Disable Comment on status change
Hi everyone, everytime we want to change the status on one of our tickets, we will be asked to write a comment for the status change. Is there any possibilty to disable it completely? I marked it as "not mandatory" but it keeps popping up and it's asking
Previous Patch not applied properly, hence contact support team
Hey, after trying to update SDP to the latest version 14920 from 14920, a problem occurred (error stating that the update failed - no error code with reference to a link from ‘rolling back’). Currently when I try to run UpdateManager again it pops up
Asset details
In the Asset Details section is a box labelled Org. Serial Number. What does 'Org' mean ? Does it mean 'Organization'. ie. is this where we should store our own asset number ? In Windows we put our asset number into the Description field of the PC system info which was picked up & displayed by our previous asset scanning software but ServiceDeskPlus doesn't display this info in it's description box in the Asset page. We need to have somewhere to record it as it is the most important identifier of
Character Limitation Multiline Field
I can't type more than 250 character in Multiline Field.
Share request with User Group
Hi, Team, is there a way to share a request with one or more user groups using a deluge function? I thought about using the user_groups API to get the user names of the user_group and then the share API to share the request with them. Is there a simpler
Automatically send X reminders if ticket in certain status for X days and then close after 3 reminders
Hi All - I'm looking for an automated approach to begin sending reminders when a ticket is in a certain status for 30 days or greater. Then, after 3 reminders, if there is no requestor response, close the ticket. Is this possible?
Request to have a SQL Query for Approval Status?
Dear All, We would like to have a SQL Query which will have below mentioned columns: a) Request ID b) Requester Name b) Approval Status c) Request Status e) Approver Name f) Approval Level Number g) Approval ID Our current built of the Applications 14720
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