Email fetching - Attachments and inline images
Hi all, We get the following issue when fetching emails "Exception while extracting attachments and inline images" It stops the mail fetching service. The problem seems related to one email from Microsoft. I deleted that email and mails started to come
Generate a Report of all of a Users actions in Service Desk
Hi, would it be possible to generate a report in Service Desk where all requests that a certain user did some actions (actions that can be seen in the History tab) will be shown? It's like generating a report of a users actions in Service desk.(ex. Adding
After Hours notification rule
Since SDP knows our business hours and our holiday schedule, would it be possible to have a "Acknowledge Requester by email when a new request is received - after hours" notification rule? That would allows us to create a similar template but add text
Can a rejected request be submitted for approval by the system when it is reopened by the requester?
For example: 1. A requester submits a request that gets sent for approval. 2. The request is rejected. 3. The requester re opens and edits the ticket. 4. (Goal: Once submitted, gets sent for approval once again) - I know that a technician can go to the
Search from SDPHow are yur API
Hi Is there a way to either: Search other areas of the organisation from the SDP search, or Search SDP Solutions from other places, such as SharePoint. How open are your APIs? Thanks
[Term of the Day]: Cyberveillance
Term of the Day "Cyberveillance" Definition — What is Cyberveillance? Cyber(sur)veillance refers to monitoring an employee's computer activity both online and offline. This monitoring is typically carried out covertly to decrease or eliminate instances
how can I assign 1 of service Category for limited user ?
i have created 5 service category but 1 category is only for limited user i need to assign.
Can the Service Desk Plus webpage run on https and http at the same time?
Hello, I've been tasked with making our Service Desk Plus system available externally. My question is, If I want the external webpage to be https do I also have to change the internal page (which is using Pass Through Authentication) to https as well?
How do I import an on-prem MESDP backup database file into online MESDP?
Hi Team, I have a backup from an on-prem MESDP instance, I can't get the on-prem MESDP to work so am looking to import the requests and categories from a backup into a hosted MESDP instance. I do not have a CSV export. These are the 2 files in the backup
Escalation notification to MS Teams groups
Hi Is there anyway that escalation notifications (SLA failure type) can be sent to groups in MS Teams? Thanks
CBL for ServiceDesk Plus?
I have inherited our Manage Engine help desk system and need some training with it. What would be the best resource to get the training? I see that Zoho offers training, but is it online, or onsite? I am looking for more online training. Thanks
[DidYouKnow-37] Database Maintenance settings
Database performance is such a critical factor of any application/network. IT organizations are always chasing better performance that involves monitoring, tuning, and improving applications database as a crucial activity. Because of indices and other performance improvements, databases consume a LOT more disk space than what the actual data itself requires. Hence, monitoring the disk usage on the database server is vital to avert application crash or failure and to sustain optimal performance. With
How to view the Help Card when viewing a request?
We are using SDP 11131. We use the Help Cards extensively with our service requests. Is it possible to show/display the Help Card when simply viewing a service request? Currently, it seems the only way to view it is when you are either creating or editing
[Term of the Day]: Release Management
Term of the Day “Release Management” Definition — What is Release Management? In an IT environment Release management is a key part of the overall software lifecycle. It's a business function that maps out every step of the product development
Which instances will be backuped with scheduled backup?
I have set the outgoing mail servers settings in the default IT Helpdesk instance. Than I have activate the Backup scheduler in the ESM directory. The backup runs on the desired time. Q: Since I have more instances which all should be included in the
ADD_ATTACHMENT api request not working
Hi, I'm trying to add an attachment to a support ticket already created. Please see my code below. This is written in PHP and therefore I'm finding it difficult to understand the sample code given in documentation. <?php $fields = array('filename' => 'test_file.pdf;type=application/pdf'); $ch = curl_init(); curl_setopt($ch, CURLOPT_URL, 'http://servicedesk/sdpapi/request/ticketid/attachment?OPERATION_NAME=ADD_ATTACHMENT&TECHNICIAN_KEY=MY TECHNICIAN KEY'); curl_setopt($ch, CURLOPT_POST, TRUE); curl_setopt($ch,
[Security advisory] Authentication bypass vulnerability in AssetExplorer build 6503 to 6723
Dear users, This is a security advisory regarding a possible authentication bypass vulnerability in AssetExplorer, which has been identified and rectified. Users of AssetExplorer version 6503 to 6723 who have enabled SAML authentication are affected
[Term of the Day]: Risk Assessment Framework
Term of the Day "Risk Assessment Framework" Definition — What is RAF? RAF, the acronym of Risk Assessment Framework, is the structured process used to identify potential threats to an organization and to define the strategy for prioritizing and eliminating
Locking down tasks
Hello, Is there a way to lock down a task to a patricular technician?
Can I send a document or form to an email address from inside of a Request
I am currently working on modifying a new user request and a termination request and would like to be able to send an equipment acknowledgement form to the new user as part of the Service Request and also a separate form to another email if a terminated
Report to track technician log on and log off
My supervisor would like a report that lists the log-ons and log-offs of each technician for the week. Essentially something like the following example:
Single Sign on values...
Where in the world is SDP grabbing the "Service Provider Details" URLs for Assertion Consumer URL and Single Logout Service URL. I need to change these. They are completely the wrong server name. For some reason it choose https://extron:8080/SamlResponseServlet
Cat / Subcat / Items - enter by Item
Hi Is there anyway that when logging an Incident, only the Item can be entered, and the Cat / Sub Cat are populated by the system? I think I know the answer, but....... Thanks
[Term of the Day]: Knowledge Error Data Base
Term of the Day “Knowledge Error Data Base” Definition — What is KEDB? KEDB stands for Knowledge Error Data Base. It is the repository that holds information about problems/issues affecting customers and IT teams within an organization, for which
need help with this reports
Hi Everybody i need help to create the below report on ServiceDesk as graph 1- Time difference: From created date to assign date 2- Time difference: From assign to close 3- Summary + per category 4- Number of tickets reopened vs overall ticket
[SDF-43984] What can't I see scheduled reports?
If I create a scheduled report I can see it - if someone else does I cannot. WHY??? What if the other person quits?? If I am a sysadmin in service desk - I should be able to see everything!
[Term of the Day]: NAT64
Term of the Day "Network Address Translation 64" Definition — What is NAT64? As you know, NAT is a mechanism of taking all private IP addresses and hiding them behind a pool of public addresses. NAT64 is a related technology that provides a way to
Celebrate the Season: HAPPY HOLIDAYS!
On behalf of the ManageEngine Community team, we first want to take this opportunity to wish you all a very safe, warm and Happy Holidays. It’s been quite a year. Although it’s been challenging, we've been so
Why is Site not a CI in CMDB?
Sites are one of the core components of objects in the helpdesk... almost everything must be tied to them. However, they are missing from the CMDB and the relationships between objects. \ Can anyone explain why?
Security Warning: Default Credentials Not Reset
Hi ALL! I updated my SD to 11120 and now i have red message: Security Warning: Default Credentials Not Reset What Credentials i must reset? How i can disable it ?
[Term of the Day]: Hamming Code
Term of the Day "Hamming Code" Definition — What is Hamming Code? Hamming Code is an error detecting and correcting code technique that was developed in 1950 by R.W.Hamming. Whenever a data packet is transmitted over a network, there are possibilities
[SDF-91968] Need to be able to choose a template - when splitting
HI, We have several differnt support grouips and templates for each group. When splitting a ticket wre need the ability to select the template. Currently when you split a ticket - it goes to the default template. We need the ability to select a different
SAML Problem
We have launched SAML authentication on our development server. After launching the page from the link, we receive an error message like below. Logging in with the button Sign in with SAML sso, works fine.
Query Online/Offline Technician logged to servcidesk weekly
Please provide an Query Online/Offline Technician logged to servcidesk weekly ===== Query Columns======= Technician name Status Date Time
[Term of the Day]: Backlink
Term of the Day "BackLinking" Definition — What is a BackLink? A backlink, also known as an incoming link, inbound link, inlink or inward link, is a link on another website that points to your site. For example, assume you’ve won an award, the awarding
New requesters without e-mail can't login
Hi, New users that are part of our domain, but doesn't have an e-mail adress assigned in AD user account can't login to SDP. Automatic login by SSO is not working and manual sign is not working. It does however work if the user is first imported into the application. I have the following set in SDP: SDP 10514 MSSQL
REST API - Search for new requests by date/time
Hello, Does anyone know if the REST API supports searching for requests that are greater than a given date/time stamp? Something like : https://mytest.myurl.com/api/v3/requests?TECHNICIAN_KEY=12345F2-5EA0-4EBA-B74C-FADA17646500&INPUT_DATA={'start_date'
Change UDF to GUDF in SQL
How I can change UDF (additional fields) to GUDF (additional fields) in SQL
Weekly ticket report
How can I generate a report of requests which should have the below details - 1. Tickets created and closed on a weekly basis. Need the ability to generate this report for a specific month or months (Eg: Last 6 months) 2. All tickets in one report. Currently, if I need to get a report of last one year requests, I need to combine two reports - Archived Reports + Non-Archived Reports.
UDF on SQL table
User defined additional filed(UDF) for the specify form In which table is the database stored? my means UDF on SQL table NOT(GUDF!)
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