"internal error " when adding a new solution
We are getting an "internal error " when adding a new solution [com.adventnet.servicedesk.filter.EncodingFilter]|[INFO]|[185]: EncodingFilter called | [com.manageengine.servicedesk.sdpapi.v2.servlet.SDPAPIV2Servlet]|[INFO]|[185]: time taken:{init=0, after
Upgrade from 14505 to 14600 successful but UNABLE TO START INTANCE : URGENT
Hello - I upgraded from from 14505 to 14600 and everything said successful. However, the instance will not start. This is a production instance so if someone can help me out ASAP I would really appreciate it. I will upload the logs to Bonitas. In the
Business Rule assigning to technician no longer in service desk plus
We have a business rule set up that was set to assign to a specific technician. That technician left and was removed from service desk plus. However, the business rule still exists. Any time this ticket is created it assigns to the same technician but
Read only permissions for non-owned worklogs
Hi all, If in the permissions Role the "Editing/Deleting others Time Entry" is not enabled the technician get the error message "You are not authorized to view this page" if open non-owned worklogs With this permission he can edit the entrys for non-owned
Subtasks in Project Management module
Hi, Do you plan to add subtasks feature for Project Management module? It will allow WBS creation which is a defacto feature for pm softwares.
Mail fetcher auto-restart
Hello, Occasionally the SDP mail fetcher crashes. When this happens, we simply restart it, even without removing the blocking message. Unfortunately the crashes often occur during night-time, when no technician is available to restart the mail fetcher. Is there a way to have SDP attempt an automatic restart of the mail fetcher? Best regards, Demetrius
How to calculate work hours lost from inefficient service desk practices [Free e-book]
Hello there, Don't let your technicians' time slip away! Explore innovative strategies that identifies wasted work hours, maximizes outcomes, and drives process optimization. Our latest e-book covers proven strategies to address time-consuming inefficiencies
Invoking UpdateManager.bat ( upgrade tool ) after upgrading to 9400
Dear Users, If you plan to upgrade to a hotfix over 9400, invoking the UpdateManager.bat file ( in windows setup ) from ServiceDesk\bin directory will not invoke the UpdateManager tool. It is because the UpdateManager.bat file which internally invoke the UpdMgr.bat file has reference to older conf file location. To over come this, before invoking the UpdateManager.bat file, download the attached UpdMgr.bat or UpdMgr.bat.txt file and save it as UpdMgr.bat under the ServiceDesk\bin\scripts directory.
Attachment Dropped
Hi team, I upgraded SDP to build 13010 yesterday and since then we see that certain attachment file types are not being included in tickets. So far I could discern that filetypes .xls, .xlsx, .txt are not being included in tickets. .doc, .docx, .jpg,
How can we upload attachment while raising request through REST API's?
Dear All, We have a service template where the attachment field is mandatory while creating the request but while Posting the REST API (JSON) it creates the request without asking to upload the attachment. Please let me know how JSON format looks like
Want to add SMS to user button/functionality
Hello Me and my company (about 3k users) are new to SDP. I have learnt that there is no "send SMS to user" button. This is something I think is a VERY neat function when you want to send out a new password or similar short information.. Has anyone done
Autopopulate fields in Create User action menu in ServiceDesk Plus
I have integrated ServiceDesk Plus with ADManager Plus, and I see the "Create User in AD" action menu in ServiceDesk now. Is there a way to autopopulate the form from the request? Otherwise the pop-up window covers the request and you can't copy and past from the request itself.
Custom scripts $COMPLETE_V3_JSON_FILE parameter wrong file path
Hi, I am currently writing a a custom script do add a new request. When I send the parameter $COMPLETE_V3_JSON_FILE to my powershell script and I read the content of the parameter inside the script, this is the output I get : "c:/ManageEngine/ServiceDesk/bin/..//integration/custom_scripts/request/301_837_39496_1673027523240.json"
Report about Workstations or Servers that have not been scanned for few days.
Hello SDP, Is that possible to report on Workstations and Servers that have not been scanned in the last 48 hours or more?
Incorrect Asset assigned as server
Hi, I have an asset that's a type server, however it's workstation, how do i change it to a workstation?
Mail Fetching - Poll SQL database for failure
Hi Just wrote this and thought I would share in case any one else can use it. Change the error log id to the max value then create a SQL job that runs every 5 minutes or so - Now you will be emailed if the SDP fetching service goes down or gets an error.
[SDF-61622] VMware Network scan with vCenter credentials
Hi, I have five ESXi server that include in vCenter server as cluster. I can't to add ESXi username or password. Just I can to add vCenter Server credentials. Now do you have any solutions for scan VMware hosts or VMs with vCenter credentials. Thanks
Ticket Request - Emails are going to trash automatically
Hello Team, We are using Service desk plus cloud for last two months and we didn't face any issues and Dudley from today morning All our support emails are going to Trash automatically in SDP. And I could see the emails in trash But tickets are getting
How to deal with emails stuck in helpdesk mailbox, which were not processed.
Hello Community, Noticed that not all the emails to the helpdesk mailbox for the past several days were processed and some tickets are missing. Tried to re-authenticate the mailbox by removing the account, then adding it back. After that all the emails
Templates for status change comments
Hi; If possible, i would like to template option for "status change comments" and "request closure comments" forms. We use frequently "status change comments" and "request closure comments". We often write the same text. For example we change status to
How to stop "Site" Field from changing when changing templates
Hello, Wondering if anyone else is having this issue or found a work around. We have multiple Service Category and Incident templates setup and we have noticed when converting an incident to a service request or even updating one service request template
How to populate "Reporting To Email Address" and "Reporting To Lead Email Address" (i.e., his manager) on Request Additional Fields?
Dear All, We have created two (2) request additional fields on a Service Request Template to auto. populate Requester "Reporting To Email Address" and "Reporting To Lead Email Address" (i.e., his manager). Please let me know how can we auto. populate
Assistance Required with Executing Custom Function in Business Rules
Hello Community, I'm currently working on integrating a custom function within the business rules of ManageEngine ServiceDesk Plus, and I've encountered a bit of a roadblock. I've successfully created a custom function intended to make an API call, which
Obtain user role through Deluge
Hello there! I'm trying to discover the logged-in users role, from this, I would determine what elements to display in the presented template. For instance, if a bog standard user was accessing the Self-Service Portal logging a ticket, they would only
Search and indexing issue
Hi ALL We have issue with search in SDP after update to 14720 - no results if i try search by ID or title ( 14.7 Build 14720 MS SQL
Unable to Receive Items from PO -
I suspect this issue is due to the "_" underscore within the item name. We are not able to process this PO due to the error message. Anyone have a workaround or potential solution?
Issue with automatic status change
Hello - We added logic in SDP to automatically set the Request status to 'In-Progress' upon user/client reply. This works fine, however we are seeing when users/clients reply "Thank you" it obviously still sets the status to 'In-Progress' which prematurely
How to access Solutions without logging into ServiceDesk Plus most recent version
Good Morning, I need to figure out access to Solutions without logging in. I used to use the website /sd/ and then solution.sd=123 or something very similar. That does not work at all any more. Even a similar article here that has me entering /sd/solutionshome.sd
Is there a way to view ticket details from custom dashboard report?
Hello, is there a way to view ticket details by clicking on a custom dashboard report? For example, from a tabular report in bar chart format? In other ticketing systems, users are able to click on columns and view the tickets within that column. That
Asset Status is Not being changed to "In-Store" by following the Request - Custom function Script
Dear All, I was following the Knowledge Base Article available at the link and while configuring the Off-boarding template the script works fine and also end the relationships with the User respective Assets but the status of the asset still be "In-Use"
Getting a API key from username and password
Is it possible to use the v3 API to obtain an API key by passing the username and password? I'd like our technicians to use a script I created, but I obviously don't want to give them the plaintext API key. Instead, I'd like for the script to prompt them
Query for Tickets opened by hour by group
It is possible to add the group to this query? SELECT YEAR(dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (CREATEDTIME/1000),'1970-01-01 00:00:00')) 'Year', CASE WHEN MONTH(dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (CREATEDTIME/1000),'1970-01-01
requester change
Hi there for an on-boarding process made up of multiple correlated and sequential tickets, I need in given child request to set as requester the approver of the parent request Any idea? I found difficulties in retrieving the approver ....especially :-)
How to - I want change localhost:8080 to mysystemname:8080
Hi, I have installed ServiceDeskplus on my system for learning purpose. i want to change URL from https://localhost:8080 to https://<<mysystem's Hostname>>:8080 I tried to change the same in Admin->General->Advanced Portal Settings -> "Configure alias
Extra statuses doesn't get changed to Open when e-mails are added to the ticket.
In complement to the request status OnHold we have added two statuses "Waiting for External" and "Waiting for Requester" to track who we are actually waiting for. Both are set as "Clock is stopped" just like OnHold but now my technicians say that Requests
Permissions required to set the Site in Work Orders
Good Morning, I have recently been asked for our End Users to have the ability to update the site in Work Orders so that the Approvers know what site the end user is a part of. I set a rule to make the site mandatory. I have tried to find what permission
Inline images being dropped, no directly visible indication in the request
The technician have to look in System Notifications to find the e-mail that goes out notifying the user that an image was dropped. The e-mail does not contain the reason for dropping the image, making the user more confused as to why the image was dropped.
Inbound Email Pattern Matching (RegEx or similar)
Hi, Is it possible to read an email body to extract specific parts to use as the basis of a ticket. We have a couple of systems that send emails in a relatively structured format: System1 email: What happened: Your installed certificate TrustedPrivate2iPad
Remove Licence from Administrator Account
Hello Guys When I created my SDP instances I chose the administrator user as their owner, which was my surprise when I obtained the licenses for the program and realized that this user is assigned a technician license. For example, in one instance I acquired
How to delete Service category
Hi all i have SDP Standard 13001 i'm trying to delete default service category when i try, i got a message saying Service Categories [Application Login] were not removed as associated templates are active. i already deleted all default template from:
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