how to jump from softphone client to new ticket creation
hi Trying to figure out how to jump from my softphone to creation of a new ticket. I would like to use the callerid from softphone to select the correct requester on the request? I can see that a new request is called with the following uri, https://xxxx/WorkOrder.do?woMode=newWO&reqTemplate=13201
Assigning a request to a change (Deluge)
Hi, Team, I'm trying to assign a request to a change using deluge. I've checked the URL and the input_data values but it still returns an error while running it on deluge. However, using the same data on API documentation works without any errors. The
What are Resource Sections and Resource Questions
Hello, What are the usage scenarios for Resource Sections and Resource Questions? And what are the effects of using or not using it?
Support recurrency schedule or task?
Dear All, May I know if SDP supports recurrency task for technical ? Like the task is monthly reset password for specific system Best regards, Issac Chan
SD Plus Report to include date but not time?
Hello We are using ME SD Plus version 14750 and are looking at producing reports using columns such as created date/time and completed date/time but not having the actual time, just the date. We are moving from a very old Support center version that when
Sind outgoing email from many mails.
Hi, I have many groups with different users, each group has different types of requests. When they replay on a request. I want change sender mail to different mail depends on group or rules.
SAP Integration with ServiceDesk Plus
Hello, Does ServiceDesk Plus provide integration with SAP HANA S4? Thanks & Regards, Ramesh
Can't log in on mobile
Please help me, when I update to the latest version 6.0 I get the error: Technican key in the request is invalid. unable to authentiicate
Can administrator log out a technician that did not log out himself?
I am noticing that a lot of technicians log in to SDP and then never log out. Is there a way that the administrator can log them out? Without disabling their account? Diana
Change Status to Pending Automatically
Request Status can change from Pending to Open automatically when a requester responds to the ticket. But I have not been able to find a way to do this in the reverse, as in have it go from Open to Pending when a Technician responds to the Requester.
Custom Module associate to Request or Project or PO
Hi, I want to connect or associate Custom Module that I created in SDP to some specific requests or projects or PO. What should I do? Thanks
Query report to extract list of technicians with related information
Hi, I would like to create a query report that can extract list of technicians with following information: 1. Login Name 2. Name 3. E-mail Address 4. Assigned Support Group 5. Assigned Role 6. Status of Tech Auto-Assign (Round Robin - Yes or No) Condition: The extraction is only for technicians assigned to support group that starts with "FINSSO". Really looking forward for ME feedback on this. We are using MSSQL, SDP 9.2 Build 9241. Thanks & Regards, Adilah.
Custom Module API
Hi, I think Custom Module feature is useful for me, but I can't find any API for add or edit or delete record to Custom Module. How to access to Custom Module API document that I created in SDP? Thanks
How to Auto. populate selected User Email Address on Request Additional Field?
Dear All, We are populating the Employee Display name along with its internal ID on the Request Additional Fields. Once the Employee is selected, how we can also set its Email address on another Request Additonal Field? We are using below script to populate
Unable to change the default database on Linux Mint to MSSQL Server
I am trying to change the default database to MSSQL Server database but not able to establish the connection. It is getting failed with an error stating "Connestion failed for user"Administrator".Clientconnectionid:******". I have checked my credentials
SDP integration - Active directory
greetings, I have a question related to integration with Ad in service desk plus? Can a gMSA account be used for integration with active directory?
Can we integrate Informatica with ManageEngine Service Desk plus?
We would like to know any possible solution for integrating Informatica with ManageEngine Service Desk (SD) plus. Also, we would like to know if this is also possible or not: Create ticket in SD and that takes you to IDQ tool where the data steward can
Internal Error while change sort by click on header of column in requests list
Hi, I am getting an "Internal Error" while resorting the request list by clicking on the desired column header. I think this error is a bug. I have had the same problem with the app upgrade. I attached log and screenshot. SDP v14.7.60 DB: MSSQL Thanks
No puedo Importar archivo CSV en Activos
Hola Estimados. Al momento de importar un archivo CSV en los activos, me da el siguiente error: versión: 13.0 Build 13007 Adjunto CSV
Resolve or Close option should be available only for Ticket owner or Group member of the ticket's group.
Hi, I need the help of the ServiceDesk community to solve a couple of tasks that I am stuck on. 1) Configure the system to restrict other group technicians from resolving/closing incident requests raised by a VIP user, once approved. 2) The Resolve or
Link emails to a ticket
I need to know the ID to link an email to a ticket. For example, I need to send an email to a supplier, but it should automatically link to a ServiceDesk ticket. I tried including the ticket number in the subject line, but it does not link (a new ticket
v3 API how to upload images - not attachments
I am using SD+ and the v3 api. I am importing html email as new requests using the api and can add attachments with no trouble. I see that the v3 api for creating a new request strips the src= for <img> tags that contain an inline image. I also see that
All Requests list with shared requests
Hi, How to see all requests with shared request in single view? Already in All Requests view, I didn't see shared requests. What should I do? Thanks
How to skip the required backup before updating
"Hi, I'm planning to update the software from version 14600 to 14700. Could I please ask for the code that allows me to skip the required backup? I'm referring to the code entered in the command -DSkipBackUp."
Check holiday
Hi, Team, is there a way to check if a day is marked as a holiday? Using deluge, for instance? I need a rule that assigns a ticket to a specific group if the ticket is submitted on a holiday or weekend (can't use outside business hours as it should be
How to Close/Re-open the Request through Email containing two (2) Buttons (i.e., Close/Re-Open)?
Dear All, We would like to send an Email (notification) to the Requester with two HTML Buttons "Close" and "Re-open" once the request is set to Resolved. If the Requester clicked on "Close", the status of the request will be set to "Closed", If Clicked
Upgrade from 4.6 to 4.8
Asks for me to import the certificate, I have downloaded the certificate, but when I go to import it, it tells me the selected certificate already exists in keystore. Has anyone come across this issue, and if so how did you resolve
Worklog Type to filter based on Site
HI All - One feature of SDP that is frustrating is that regardless of Site, when entering Worklog Detail, the Technician can see ALL Worklog Types. This is leading to major dats quality issues. Is there a way to only display Worklog Types associated to
Migrate to new server
How can I migrate my existing installation from one server to another. For our demo, we used our testing lab. We have it all set, just like we want it and we just got our license today. I am wanting to put it in our production environment but don't know exactly how to go about migrating it. thanks, Kevin
Get the name of the email on reply template!
On some tickets, it is necessary to correspond with another person who is not the requester. Is it possible to create a reply template from the first and last name of the e-mail and retrieve his name?
SDP API, any way to get last_updated_item in get list
Hi, I was looking around in the api and I saw that the attribute last_updated_time is not included in get list of requests. I was wondering if there was any way to include it as well when getting a list.
Parse Subject for Certain Words
We have a process from HR that generates termination e-mail with a consistent end with "Term Date: 03/10/2023". I would like to parse the date portion of the subject and set the due date on the ticket. Based on the sources of the e-mail we can't use variables
Administrator
When I fetch users from Domain, Local administrator replaced by Domain Administrator' why?
Mail server connection problem
Hello We have your product ServiceDeskPlus 14.6(free version), and we have a problem. Sometimes (approximately 4-5 times a week) mail server connection is lost and appears only after reboot virtual machine. Mailing address is always available. Tell me,
SDP User assets history
Hi, I wonder how can i generate a report of user's assets history, including assets that are re-assigned, expired, disposed? including Asset name, Product, Product Type, date of assignment/ unassignment? Thank you. Drason
Populate Installed Software List for Asset
I'm working on a new workflow for building and installing new computers that are replacing old ones. I'd like to find a way to pull a list of all installed software that is on the current (old) computer so our tech knows what to install on the new computer.
It's not pop up massage when cancel ticket
Hello team, May I know how to cancel service request with pop up massage confirmation? Currently, when technician Cancel service request it's not pop up massage for confirmation as "Closure Code".
How to Hide a Service Template from User's which belongs to a Specific OU in AD?
Dear All, It is possible to Hide a Service Template (in Service Catalog) from User's who belongs to a Specific Organizational Unit (OU) in our Active Directory (AD)? Regards, Wajahath Farooq
Manage Engine SDP Will not restore backup
I recently reinstalled Manage Engine onto a server because it wouldn't start up after I enabled https mode on the previous installation. I reinstalled the same version that we had before as determined by the buildinfo.xml file, I found the installation
Do you have any good suggestions about holiday settings
您的SDP版本 : 13.0 构建号 13000 Hello，As the question suggests, is there a way to batch set holidays instead of setting them individually.
Next Page