Link several requests automatically through script
Has anyone managed to link several requests automatically through script? In our tests done with the APIv3 REST the error always appears: Invalid JSON format. Whether Pthyton or PowerShell is used Thanks in advance
Email Attachments missing in email notifications
When someone replies to an SR email and with an attachment, the attachment saves to the SR but it not included in the notifications to the technician or the requestor. For example, if I (a technician) reply to an email notification from SDP and attach an document, the document is saved to the SR but the notification to the requestor does not contain the attachment. This is problematic because most users don't go out to the SDP portal and mostly use email to correspond.
Failed to Restore
Happy New Year , I am Facing issue restore full Backup the error as : C:\ManageEngine\ServiceDesk\.\custom\customimages\Thumbs.db (Access is denied). anyhelp Windows 2012 , MSQL 2008 R2. thank you
Self Service Portal - Custom Widget
Hi All, I was curious if there is a quick/easy way to edit the "Report an Incident" widget on the Self Service Portal. I easily removed one of the buttons, but I really need to change the wording on the two remaining buttons. It looks like they're just .png's, but I cannot find their file location to edit/change. Admittedly, no one in my department is comfortable enough with HTML to write our own widget. Regards, Drew
Shifting the Business rule from one site to another
Hi Team, Please let us know the way to transfer/move the business rule available in default site to other site. And also if the same business rule is available in default and some other site which rule will be executed. Regards Karthikeyan.
[Webinar recording] How to implement CSI in your help desk - Part I - Decreasing request resolution time
Did you miss the first part of our webinar on how to implement continual service improvement in your help desk? No problem! Check out the recording here: The next session is on November 14, 2019. During the session, we'll discuss how to use analytics to compare past SLA percentages, identify triggers that impact SLAs, and improve SLA compliance percentages. Time: 2pm AEDT | 10am GMT | 10am PST Click here to register.
[ SOLVED ] Upgrade Fail from 9336 to 9400
Hi while trying to update I get this error message: Oct 18, 2019 11:27:15 AM [com.adventnet.tools.update.installer.Unzipper] [INFO] : bin\roboiq.exe Oct 18, 2019 11:27:15 AM [com.adventnet.tools.update.installer.Unzipper] [INFO] : bin\wrapper.exe Oct 18, 2019 11:27:15 AM [com.adventnet.tools.update.installer.Unzipper] [SEVERE] : ERR:Exception while writing file.java.io.FileNotFoundException: c:\ManageEngine\ServiceDesk\bin\wrapper.exe (The process cannot access the file because it is being
Logging in on non-domain device gives domain cred boxes.
Good day, I've had a ServiceDesk Instance (Windows server backend) running for our users for quite a few years now. The instance is AD-integrated. We're starting to allow access from outside our LAN and are integrating non-windows devices. When trying to access ServiceDesk from outside the organization or from a non-domain joined device, the user is prompted with Windows login boxes before being sent to the ServiceDesk page to actually log in. The Windows login boxes can just be cancelled past,
[SDF-65842] Make 'additonal fields' editable in Request List View
We'd like to be able to edit "additional fields" from the request list view.
Upgraded from 9.3 to 10.5 now can't connect to PostgreSQL port 65432
As the title says, we use Power Bi for reporting and since the upgrade we cannot connect. Using telnet from various machines (to make sure it's not the client but the host) I can telnet to various other ports on the Help-desk server like 80, 8080, but get connection refused on 65432. I have a support ticket open but was wondering if anyone else had this issue? Thanks in advance.
Leaver process - how to know what software an employee has against them?
Hi, I am putting some processes together for when an employee leaves our company. Usually, our HR department emails us to find out what assets (hardware) is associated to that employee who is leaving. HR then contact them to let them know that we need this kit returned to the IT department upon their last day in the office. Currently we have different spreadsheets holding bits of information. It is quite a tedious task to find out what someone has against them. Therefore, i am planning to put
Query about the version update process
Good day The annoying part will consult how we should proceed to update from the version that we currently have 9.0 (9017) to the new available 11.00 (11000). Verifying the information, we have information to do it from Buil 10000 onwards and then given how to do it if you have build 7612 or earlier I remain available.
selfserviceportal change links
Hi I was wondering if it is possible to change the links in the selfserviceportal. what i want to do is when our users click on the "create a ticket" (see picture ) it will automaticly go to the Incident Template. now it works like this "click on create ticket > chose a catogory > click on default request. We only have the default request template so chosing catogory is pretty pointless
Request creation via REST API - populating the requester field?
Hi, Is it only possible to put the full name of the requester in the "requester" field in the JSON payload when creating a Request? I tried to add the email address and the login name as well, but in these cases the requester was not recognized, but new requesters were created automatically... If using the full name (case sensitive?) is the only option, what happens if there are two requesters called John Smith? How to distinguish between them? Thanks and best regards, Tamás
Duplicated technicians after re-assign
Greetings, We use ServiceDesk Plus 11.0 Build 11002 and PGSQL. We have an issue with duplicated technicians after re-assign users to technicians. All users're importing from AD but before in use was LDAP. After changing the import mode issue looks like this when we want to assign ticket to someone from the list we see duplicated technicians. But in technicians list into the Admin looks normal: Will be appreciate for any help.
Servicedesk Plus with Chrome 77.0.3865.120 turns all checkboxes on
Since a couple of weeks I have notices my chrome turns all checkboxes ON when accessing the Request and Problem page (not on the changes page). I have yesterday updated SDP from version 10 to 11.002 and this did not change the behaviour. Other browsers do not have this same issue, is there some kind of chrome auto-checkbox option that needs to be turned off ?
PPM Installation failed. Please contact the support team. 9121
Dear support Try to upgrade service desk to 9121 But It is field .Now service does not started now. nothing happen when i started I am try to use commend run.bat I receive below message : "Could Not Find D:\ManageEngine\ServiceDesk\bin\jndi.properties Server is starting. This may take a minute ... This evaluation copy is valid for 29 days Unclean shutdown of previous run. PPM Installation failed. Please contact the support team. Failed to start the server. Please refer logs for more details"
Exclude a technician from a query report
Hi All, i need your help in excluding some technicians from a specific query report, and i'm using MSSQL environment. please suggest a solution and thanks in advance.
Better email behaviour
In smaller companies (and sometimes not so small) ticket interactions are primarily via email - I have always operated a rapid response helpdesk where my team can do initial triage, at least, via email. For this we need email in each direction to operate with full fidelity - formatting, clever use of headers, attachments, etc. I know SDP has been (very slowly) improving things in this area, but really I would expect: 1. An email sent to the helpdesk by a requester to be passed through to the techs
Custom Report to Show the number of notes left on requests
We would like to be able to track tickets that have been sitting with a team for an extended amount of time. Our helpdesk leaves notes on tickets that state to "Call User" when the requester calls back in on a ticket. We want to be able to run a report that shows: ID# | Group | # of Notes on that ticket We are on 10.5 Build 10509. This is a MSSQL database.
Incoming e-mail is multiplied 100s of time in SDP with General Exception3
Hi all, We are facing the current critical issue: - some incoming e-mail are being multiplied 100s of time in SDP with General Exception3 - there are no multiple incoming e-mails for the same subject/sender so this is happening only in ME - in logs we have the following reported errors: General Exception3 - Unknown cause3. If we delete the orifinal e-mail from the source mailbox, the mail fetching work OK. After a while, another e-mail is starting to get mutiplied and the issues is repeated. Please
Servicedesk Plus Standard Edition: Auto-populate value in template fields based on contents of e-mail ticket
Hi, We have enabled setting of ticket creation via e-mail. However when an e-mail ticket is created, template fields are not auto-populated. Our users request for template fields to be automatically populated based on contents of the e-mail and field mapping. Can SDP Standard Edition cater this request? If yes, please advise how. Looking forward for reply from ME engineer. Thanks & regards, Adilah.
ServiceDesk API Callback URL
Hello community, I'm in the progress of evaluating the SDP Rest API. One feature that we require is receiving the status change of a request in various external services. Here it says that one can set a callback URL which is triggered once the ticket has been resolved. https://help.servicedeskplus.com/api/rest-api.html To test this I installed SDP on my machine and created the default ASP.NET Core Web API project. However after creating a ticket via Postman and setting the callback_url to "http://localhost:61046/api/values"
Set description based on multiselect fields
Hi, I had created a script to populate the fields into description. However, i can't get the multiselect value to the description. It appeared "Undefined". Screenshot of the form And here is the script var description_content=$CS.getDescription(); $CS.setDescription(description_content + "I'm requesting SSLVPN as per information below.<br><br>SSLVPN Type:" + $CS.getValue("WorkOrder_Fields_UDF_CHAR36") + "<br><br>" + "Requester Name (External Only):" + $CS.getValue("WorkOrder_Fields_UDF_CHAR37")
[DidYouKnow -18] Quick data migration from other HelpDesk tools to ServiceDesk Plus.
In ServiceDesk Plus we have the following tools that support quick data migration. Also, we have come across a few scenarios, where customers stay with the old build of ServiceDesk Plus, after years when they plan to upgrade, they need to perform a sequence
ReadMe document of SDP before the release 9400 is not available
Hi Expert, It's found the ReadMe document of SDP before the release 9400 is not availabe through the link as below. https://www.manageengine.com/products/service-desk/readme.html Since the release of our SDP is 9230 and we're going to upgrade it recently, we want to know the details of upgrade service pack. Where could we get the required info? Or would you please send it to me? Thanks Oliver
Technicians \ VIP
We have users - technicians who also have "VIP status" and send requests to other departments. I can somehow mark them as a VIP-User? This option is only available for users - requesters. P.S.: Do you plan to add the icons for the groups of technicians and users? By analogy withVIP users. Visually, it helps to use.
[ForYourInformation -18] Designate technicians as VIP users
Hello folks, From version 11, a technician can be flagged as a VIP user. Navigate to ESM directory > User Management > Users, search for the user and mark him as a VIP user. Once marked, the VIP batch would be displayed in the technician list view. Benefits of marking technicians as VIP users, Executives like CEO, CIO, CFO, and other high-level IT Managers can be listed as technicians. They will
PHP Create Request v3 API Issue
I'm guessing I am missing something simple. Can can't seem to get my sample code to create a new request. The code: $payload = ' { "request": { "subject": "API Test Ticket", "description": "Some sample JSON to test v3 API", "requester": { "email_id": "bbunny@amce.com" } } } '; $ch = curl_init(); curl_setopt($ch, CURLOPT_CUSTOMREQUEST, "POST"); curl_setopt($ch, CURLOPT_RETURNTRANSFER, true); curl_setopt($ch, CURLOPT_HTTPHEADER, array( 'Accept: application/vnd.manageengine.sdp.v3+json', 'TECHNICIAN_KEY:
ESM Release: Schema Changes and Query Report Handling
ESM Release 11.0 has few tables' schema changes involved. Please refer the modified/removed tables and columns as explained in this post. Also, we have tried our best to run the db queries, written based on old schema, after conversion process. Schema Changes Any query reports based on the old schema or any new query based on the old table schema will be modified automatically using the new schema and executed in the database. Errors during the replacement are tracked in the FailedQuery.html file
notify technician when requester reply through email
I know that there is an option for the REQUESTER to get notified when a tech reply through email is appended to a request but what about the other way around? I'd like that when a REQUESTER replies through email and THAT is appended to the request, the TECHNICIAN gets a notification about that reply. Currently the conversation in the request gets updated, but the Tech has no idea that the Requester has responded to the email. makes tracking the conversation dependent on watching the ticket specifically.
Unable to Login using SAML on Build 10512
SDP Build: 10512 DB: MSSQL 2012 IDP: ADFS 2016 I have been trying to enable SAML in our ServiceDesk+ installation for the last couple of days but have been hitting a problem with the user's account not being loaded even though they have authenticated successfully. When the user logs in with SAML, they receive the below message: Unfortunately, this error code doesn't appear in the troubleshooting guide. I can see sso.log has been created on the SDP Server, but it is empty. The serverout0.txt file
Request-ID inside a Message for correct Assigning
Good Day I have some thought of how the Request-ID works and what could be improved from my point of view. As far as I know Messages are only assigned to the correct Ticket if the Request-ID. is inside the Subject of an E-Mail in the Format #Nr.#. For us it would be great if it were also possible that a Message is assigned if the Number is inside the Message itself and not only in the subject. Furthermore, it would be great if we could have multiple options for editing the Ticket-Nr. I know that
[SD-82254] CSRF vulnerability when adding a note in an incident
Hello, We've detected a CSRF vulnerability when adding a note in an incident. Can you fix it asap? Thanks and regards, vincent
Cannot Login Using Administrator or Guest Account
Hello. I have successfully installed ServiceDesk Plus (using Postgres). When launching the application, the login screen appears with no errors. However, if I try to use the administrator or guest login I am receiving the following error: Username or Password is incorrect I have never logged in before. I have found other posts and documentation for resetting the admin password for for MySQL and MS SQL but nothing for Postgres. Can someone please tell me how to solve this problem so I can get into
[ForYourInformation -17]: Add your own HTML for external web page
The ESM portal's layout and theme can be customized. External links to an organization's resource page or an intranet page can be added to the portal as well. To Customize the HTML goto [ ESM Directory -> ESM Portal Customization -> Customize ] For embedding the new card, you will have to place the below HTML after {{{{portal-cards}}} <a href="https://www.manageengine.com/network-monitoring/"> <div class="portal-widget"> <div class="row justify-content-around"> <div class="col-xs-4">
Permission denied when updating
Hello! Maybe you can help me. When I update SD 10.5 on 11 have a error: 14.10.2019 9:52:08 [com.adventnet.servicedesk.updatemgr.util.SDPreProcessor] [SEVERE] : Problem during installation of patch: ERROR: could not open file "base/16510/44980": Permission denied where: SQL statement "DELETE FROM ONLY "public"."citype_301" WHERE $1 OPERATOR(pg_catalog.=) "ciid"" 14.10.2019 9:52:08 [SYSERR] [INFO] : org.postgresql.util.PSQLException: ERROR: could not open file "base/16510/44980": Permission denied
Error Mail Collection
good morning, we are having problems with the mail collection service. The service after 1 minute (predefined time) automatically stops. The service starts again but still stops. it was updated from version 10.6 to 11 build 11001 but the error persists. Attached probable cause: "Error processing email with subjectOfMail : Delivery Status and messageid : <c18a4c9c-45ba-4b7b-8471-3f2f315349cf@SRV-EXCHANGE.epbcentral.epb.com.ar>. SO STOPPING THE THREAD" Regards
Version 11 Custom Reports
Good Day I was studying the changes for version 11 of ServiceDesk Plus. There I found out that Custom Reports are not available anymore. Could someone explain what exactly this means? We have created multiple custom reports based on existing reports. Are these not available anymore after the update?
Colorization of View for SLA Violations
I see that in v11 there is now a Color Settings available in the Requester View. It does allow to change row color based on four items which is nice. However has anyone used it or other scripting to change the view color (or text color) if an item has surpassed the Resolution SLA? (if it's even possible). Just curious, thanks.
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