Withdrawing Servlet APIs for Asset Management
Dear users, This announcement is to inform you that we will be withdrawing the support for Servlet API operations for Asset Management from one of the upcoming service packs. You can now use CMDB APIs which is more advanced to perform operations like adding, updating and deleting assets. You can try our CMDB APIs from Admin > General > API > Documentation > CMDB. The support for Servlet APIs is expected to be withdrawn from the build 11119 for ServiceDesk Plus and 6713 for Asset Explorer. In case
[Term of the Day]: RAT
Term of the Day “Remote Assist Tool” Definition — What is RAT? Remote Assist Tool is one of the popular tools used in the IT sector. Remote tools have made it possible for anyone to connect from anywhere in the world with lots of ease and flexibility. In the HelpDesk environment, IT professionals use these remote tools to access remote user's servers or networks without being physically present in its location, thereby saving time and reducing the complexity and increasing user satisfaction accordingly.
Complain 6MB attachment is bigger than 10MB
I tried to attach a 6MB pdf file to a request, and got the warning that it can't because it's bigger than 10MB. Why is it getting the size wrong?
When technician reply to a request by email, requester is not notified?
Hi there, As the subject says. When a requester create an incidence, a technician will get notified of the new request created. Then the technician will reply to that same email. Problem is, while the reply is added as part of the conversation of that request, the requester never got notified AND the field [Responded Date] is not updated, which will pose a problem with regards to SLA. UPDATE: when the requester reply via email, the technician gets a notification email. but not the other way around.
Reports not working after update to 11.1
Hi guys, Anyone with similar issues about reports after updating ServiceDesk? We recently update our ServiceDesk Plus to 11.1 and right after, the Reports are not working: Product- ManageEngine ServiceDesk Plus Version: 11.1 Build 11115 OS: Linux Database Postgresql Please see screenshots when opening a report. It's happening to all report created.
[Term of the Day]: Web Server
Term of the Day “Web Server” Definition — What is Web Server and it does? A Web server or Internet server is a computer system that hosts websites. Any computer can be transformed as a Web server by installing server software and connecting it to the Internet. The Web server process is an example of the client/server model. It uses HTTP (Hypertext Transfer Protocol) and other protocols to respond to client requests (content or services to users) made over the internet. Every Web server has an
Forgot administrator password / or deleted administrator account
I cannot login as administrator , i am suspicious i have somehow deleted administrator account, how can i solve the problem ? Thks for any help JS
[SDF-85516] Is it possile to include tags in ME SDP reports?
Hello! Is it possible to include tags in ME SDP reports? I didn't find that possibility in report wizard. If not, may be there is a plugin which can do it?
html input to custom menu
Dears, I am adding a custom menu to run a python script for third party app integration. Also I want to take input from user through html and pass it to the script. I saw this discussion https://pitstop.manageengine.com/portal/community/topic/provide-input-to-a-powershell-script-run-from-custom-menu which do the same with powershell scripts. what I did so far: added html file in integration/resources with this content , also attached to be clearer <!DOCTYPE html> <html> <head> <script type="text/javascript"
Automatically Trigger Tasks in Service Catalog
I'm new to Servicedesk Plus and i'm not able to set "Trigger Tasks" to "automatically". Switches allways back to "Manually". Can anyone help? Wait since 3 days for an answer from support - hear nothing from them :( Thank you for any help, Roland
Send Notification to offline technicians
How we can Send Notification to just offline technicians when an request assigned to him,?
How to connect SDP to stand-alone PostgreSQL
Hi, I installed PostgreSQL v12 (port 12000) on same server that SDP installed and change DB server configuration to new PostgreSQL instance, but when I execute run.bat, show me below error: Unable to start Postgres server on port 12000, since another instance of postgre s is running in this port. Problem while Starting Server System halted Press any key to continue . . . What should I do?
Tracking Time for request that have been forward and request is changed of status from Open to Assigned
How i create a query that track or retrieve data time related with the forward request and request that its status is changed from Open to Assign?
Query to see unused categories in servicedesk plus?
We currently are looking at cleaning our categories in service desk plus and I was wondering if it's possible to produce a report that would show you the categories that haven't been used or have been used the least within the last year?
Mail is not being picked up from the mailbox from Tuesday
Hi guys, Been using the mail component without issue for the last week and a half, but since Tuesday it's stopped picking up replies and new tickets. When I go into the Admin - Mail Server Settings - Incoming tab, the Save button is grayed out, even if I make changes to this screen it doesn't allow me to save the changes. If I go into the Outgoing tab the save button is functional. On the Incoming tab I've tried changed Mail Fetching to "Stop Fetching" which worked, and then "Start Fetching" works
Announcements - User Group
HI My users are creating announcements that they only want technicains on thier team to see. So I created user group 'test' with only one person in it and I create an announcement and filter by choosing his user group 'test'. I create the announcement and everyone can see it! Only techicians in the 'test' user group should be able to see it (one person). But everyone can see it. What an I doing wrong?
[Term of the Day]: API
Term of the Day “API” Definition — What is API? API stands for Application Programming Interface, which is a mechanism that allows the interaction between multiple applications using a set of rules. API is popular nowadays, it can be found in almost every application. In the helpdesk environment, it acts as a bridge between applications and allows to access the features or data of other applications or services through a set of functions and procedures. Once the helpdesk is bridged with other
Request ID rest for new instance
Good day, we have several instances within the system, ServiceDesk Plus, I wonder if we can reset the request ID to start from 1 for example for each instance..! Habtoor KFUPM
Purge Site Info
From the very start of my organization using ServiceDesk, we misunderstood Sites and how they are used. Our AD Sync has created close to 300 Sites so far. That option has been disabled now so no new sites should be created from AD. But before I can add or build upon what we have in ServiceDesk, I need to purge all site information from Users/Assets/Request or where ever else it may be found. I've created additional fields for bother Users and Assets named Location and have moved our Site info (Its
Service Desk Plus MSSQL query Last Update Time - Blank Last Update Time Field
I'm writing today to see if I can get some help with a MSSQL query that is working pretty well. You guys helped me with this awhile back. I having a bit of trouble that I'm hoping you can fix really quick. In the query below how do I change it so that if the last update time field is blank to be the created date instead of the '19700101' I know that I'm close with dateadd create date but can't quite get the syntax right. Thanks Tony Blandin SELECT ti.FIRST_NAME "Technician", wo.WORKORDERID "Request
[Community Digest] ServiceDesk Plus - May 2020
Here is the monthly rewind for May 2020! Version and Build releases: We had 3 build releases 11113 (Released on 05 May 2020) 11114 (Released on 08 May 2020) 11115 (Released on 19 May 2020) check this link for more details Product highlights: Behaviour Changes : Custom Settings button in scheduled reports will be displayed only for users with SDAdmin access. Going forward Purchase Request / License Agreement additional fields can only be added from the Admin tab and not from the Purchase
Service Desk no se inicia en Azure
Alguna solución al instalar el Service Desk Plus Standard Free en un equipo Azure con windows 10 ya que no me permite iniciar la instancia, deseo probarlo y ver si funciona en un equipo de estos, gracias por su ayuda por que
Create Phonebook CI
We have a phonebook software In order not to have island software, we wanted to create a new CI as a phonebook in Servicedesk. What is your solution?
Get Request via SMS
Hi, How we can get users requests via SMS? Also how can notify users by SMS?
Survey permissions
I have several managers that oversee a group. I'm trying to find a way to give them permission to this use the https://servicedeskplus/SetUpWizard.do?forwardTo=surveyreports without giving admin permissions, under reports
[Term of the Day]: ITA
Term of the Day “Information Technology Assessment” Definition — What is ITA and its purpose? An IT Assessment is the practice of gathering information on part or whole of an IT network infrastructure and then presented in a detailed report. This report typically analyzes the current state or health of technology or services and identifies areas needing improvement or prepare for some type of system or application upgrade. This can be performed in-house or outsourced to an IT vendor. This includes
HOWTO: Technician replacement
We have a specific use case: One of our technicians is replaced by a new employee. What is best practice to get all tickets to the new technician and remove the old technician? More info: * Latest version of ME * AD sync * 5/5 technicians in use
Which Database is best suited for SDP? MS SQL or PostgreSQL
Hi, if you have a choice of MS SQL or PostgreSQL, which database would you run with SDP software and why? Thanks for helping.
how to generate API Key
I can't find any button or action on generating the API Key in "Users & Permissions" -> Technicians
How create ticket report that contains temporary value ("wait for" status)
Does anyone could give me a tip about how create report that shows tickets with "wait for" status ? I mean, status that was assigned in process of resolution but then was changed to any different status that appropriate for closed ticket. On attached screenshot u can see working history section that has Time Elapsed Analysis section where able to see - does ticket has ""wait for"status and how long.
[Blog] Why switching from Reactive Maintenance to Preventive Maintenance strategy is Remunerative
A famous one-liner quote explains everything about Preventive Maintenance Strategy, "Prevention is better than cure" Preventive Maintenance is a procedure devised to avert failures and extend the life of infrastructure, machines, software, facilities and various other entities. This is achieved by anticipating when there might be issues, rather than, wait for equipment to accrue issues. Thus reduces unscheduled downtime and major repairs
Approval API for approve request not work - status code 4007
Hi, I define a new service catalog with two stage approval. 1. Stage One => Reporting to 2. Stage Two => CEO When I want to approve request by API from documentation page, show me this error: { "response_status": { "status_code": 4000, "messages": [ { "status_code": 4007, "type": "failed", "message": "Invalid URL" } ], "status": "failed" } } I attached my screenshot. What should I do? Or
Editing approval page.
It is required to edit the page, add an additional button in the statement. Where can I find the html template?
Specifying a Site associate with a Contract in SDP
Hi folks, I'm using SDP on Prem Version 11.1.1110, and I'm wondering if there is a way to associate a Contract with a particular site. I'd like to be able to specify that site when creating the contract. I realize I could have a customized field that I manually populated with the list of my sites, but it would be much better and easier to have a relationship, with the options in the drop-down actually pulling from the list of sites available. Is there a way to do this that I'm not seeing? Thanks,
Import SSL / Service Desk Plus 11.1/11112
Your Version : 11.1 Build 11112 HI, I want to add a certificate but I get an error Did someone solve this problem?
My deactivated technicians auto-reactivate every time that domain syncs.
After the last update, my disabled technicians get auto activated when the domain syncs. How can i permenatly disable them? I get license violation error without a reason.
Dynamically change Contents and Labels on Additional Fields in Change Template?
I would like to create 7 or 8 templates for different kinds of Change Requests (for different softwares we use in our office) and use different Additional Change Fields in them. There seems to be a limit of a total of 12 additional fields that can be used throughout the entire Change module. I need more than just 12. I was planning to deal with this by using the additional fields for lists of possibilities from each of the softwares, then using the Add Options/Remove Options in a Rule to make the
Project Task Dependencies Problem
Hello, I am playing with the Projects module. I noticed a problem with task dependency behavior. Task 2 is dependent on Task 1. No matter how much I change Task 1, it does not affect Task 2. A dependent task should be affected by changes to its predecessors. This is effectively rendering the dependency functionality useless! Am I doing something wrong?
Red envelope on requests page ME ServiceDesk Plus
We use 11.1 Build 11104 in requests we have this mail icon which shows how many replies has been added to the request. I am (technician / Admin) replying via outlook not ME ServiceDesk and because of that, number just increases and stays red. If it would be just me, I would take that column off but because it is helpful for my colleagues to see if the request is waiting or in progress I need to find out how do I change it into gray or green without replying from within ME application. Can I do it
API for convert incident request to service
Hi, I import request by XLS file to SDP, but all request imported as incident. Now I want to change some request incident by custom script and API. I wanna to call API from custom script to convert incident to service. I can't find any API for this job. What should I do? Do you have any solutions? Thanks
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