Issue with Get Pending Approval interface returning data
Where is the approval_level.request and approval_level.request.requester object data obtained from the SDP for the return parameters of the Get Pending Approval interface?
my_pending_approvals Is the data for which page or feature of the SDP?
Interface path: /api/v3/approvals Which page or function of SDP is the data of this interface?
Separate SDP to 2 instances
Hi ALL. We have SDP (v13) with only one instance. Currently we need separate it to 2 instances: IT & nonIT. What is the best way for this ? 1st step - update to latest build. What next? Is anywhere manuals about it ?
Asset Explorer will not load due to app and SQL db are different versions
Asset Explorer will not load due to app and SQL db are different versions. Our SQL DB server failed and we had to restore it, unfortunately we upgraded from 7206 to 7300 during that time. Now the Application server is version 7300 and SQL db is version
14600
Did anyone else notice, that the beta 14600 available at beta.servicedeskplus.com has Asset Leasing available for requesters, but the released 14600 (and the release notes) shows no sign of this feature at all? /Rasmus
[SOLVED] How to cancel backup before upgrading?
Good day! I have ManageEngine ServiceDesk 9400 installed and I am testing the transition to version 10000. How can I disable the creation of a backup copy before upgrades, since I have 50 GB of backup and do more than 2 hours for one full backup?
[Free e-book] The CIO's handbook for analyzing IT budget spending
Hello there, Don't let generic reports and a lack of visibility impact your IT budget and spending. Gain a powerful edge over standard budget reports with our latest e-book, and witness streamlined IT budgeting, reduced cost wastage, and increased ROI.
Change Workflows broken after upgrade to 14506
After upgrading to 14506 this past weekend, I am getting reports from technicians that submitted changes are not going through, and it looks like it has to do with the workflows. Many of them are suddenly showing as "Invalid workflow" and I cannot figure
Project Management
Hello, I am using servicedesk plus 9.1 build 9100. ( free edition) On the website there is something about Project management, witch is a add-on for the servicedesk plus. How can I add the Project management add-on in servicedesk plus? Greetz, Rens
Masterclass 2023: Season 2 Episode 5— Upcoming AMA episode with ServiceDesk Plus experts. Submit your questions now!
Hi everyone, We're excited to announce that the final episode in season two of our Masterclass 2023 series will be a ServiceDesk Plus AMA (ask me anything) session with Vishnu Priya Kumaresh, global head of customer success and product support, on November
Masterclass 2023 - Season 2, Episode 5: "Ask Me Anything" session with ServiceDesk Plus product experts
Greetings from ManageEngine! We are excited to announce that registration is now open for the Season 2 finale of the ServiceDesk Plus Masterclass 2023. In this episode, learn how to utilize our latest features and enhancements followed by the "Ask Me
Important: SDP IOS Push Notification certificate has expired
Dear User ServiceDesk Plus IOS push notification certificate expired on 15th December 2023. Hence to overcome push notification issue, please follow the below steps : 1. Shut down the Servicedesk Plus application. 2. Navigate into <SDP_home>\conf folder.
MSSQL Query Report for Nuanced Remediation Time
Greetings, I need to build a query for Incident Reports that will provide a report that results in the following information: - Escalated completion time: The amount of time between when it was assigned to its final Support Group vs its Completion Time.
Multiple SLA for 2 different Groups
Hi, I need to set up SLA for two different services: External and Internal Support. For internal support I have many groups, but only one for external support. Each service should have differente SLA values. I already have different priority criteria:
Tech Availability Chart
Hi all, Is there a way to export the "Tech Availability Chart" in some common format like PDF, XLS, Doc? Thank you Best Regards Antonio
Restore ezip backup to another database
Hi, I have a question if we have a methed to restore a .ezip database (which was made on production) to developer database ? Both prod and dev are on the same server. for example: 1. backup prod (sdpprod) via .bat file 2. makes backup .ezip 3. restore
How to generate API Token
Hi team, How to generate API Token In service desk plus. Thanks Bhanu
Reporting Business Rules
Hi, I need to keep tracking the times that our Business Rules have been applied, maybe you can help me with a query where y can manually set the name of business rule that i'm trying to report. Thnx & Rgrds!
RLC transition for Requester
Hi, I want to design RLC for requests that requester in resolve status can reopen and claim on request by click transition button. I know requester can add replay and reopen request, but I want to clear this for requester by transition button. Is there
Outlook Actionable Messages
Outlook Actionable Messages have been successfully enabled in ServiceDesk Plus. The buttons (e.g., "Add Note," "Resolve Request") now display the content of the assigned email message. When click the button, we received the error message "Could not complete
Service Desk resource Selections
Is it possible to add a selection for multiple quantities under resource selections...For example, if someone wants multiple monitors.
How can I add an asset serial number in my notification template
Hey All, When I forward an email to our 3rd party vendors we want to be able to include the serial number in the template. Can not seem to see a way to do this using $ variables. Can this be done?
Project Management Resource allocation
Hi On the SDP project management addon is there a way to allocate resources but say the person can only be 30% allocated so there rest of there time across all projects so the other 70% is working on other stuff ie working on tickets out of SDP etc? Thanks
Saving Change Templates with Tasks (retaining dependencies)
So I've realised that the Projects-module have the ability to save project-templates with task and that it retains the dependencies set between these tasks. Why hasn't this feature been ported over to Change Templates?
Please provide Execute script of field and form rule for Change Template
how to set clear field Change Manager, Change Owner When I choose Catagories is "not specified". How to add Display Name of technician login to Change Requester Field?
General Reply Pre-fill
Hey All, Just started a new Job and at my last place of work we used to use Manage Engine (I didn't install it at that place of work) years ago before being forced to switch to ZenDesk. So I've set up Manage Engine at my new place and I've managed to
API V3 Conversation Content
Hi, I'm integrating ServiceDesk with an external system. My goal is to track every ticket, update and status and replicate this info. I'm able to extract the tickets correctly and then the conversation details on /api/v3/requests/<ticketid>/conversations. However the previous response body does not contain the notification/response body. When I try to access the content url (example: /api/v3/requests/<ticketid>/notifications/<notification_id>?INPUT_DATA={'type':'request_reply'}, I got a 400 code.
Create an Onboarding Template with Auto Tasks
Question: I am trying to buid an Onboarding template. The template will have auto tasks that will be assigned automatically to different groups to complete For example: Task1- AD and Email Creation-This task should be assigned to System Admin group upon
How can I get an report ID?
I would like to get data from a report via API call. However, how can I get the report ID? Is it possible to pass a parameter to the report? Besides, the attached screen shows the API URL is not valid, what is the valid API URL?
Is it possible to hide due by date on Request List View?
Hi, Team, As asked by a Customer of mine, I've tried to hide the due by date from the requester using Page Scripts. Although using the All event configuration, I can only hide it on the details view (the field and the header information). Is there any
Add additional box in close request window
Hello, We are looking to add an additional box for our request closure window that reminds our technicians to add any additional access to applications to a spreadsheet we use to keep track of such changes. I was unable to find an option to edit the close
Auto assignment to a group of technicians with multiple notification paths (email, sms) - Incident Response and Disaster Recovery
For cyber security and disaster related incidents (malware, ransomware, virus, potential disasters) we'd like to auto assign a request and then ultimately have it 'over communicate'. 1.) Auto assign seems easy enough with a good template and corresponding
can`t forward the request
When responding to a request, reply-> forward the request, I do not see the entire list of users, but only those whose User -> Department Name field matches mine. Is it possible to make it so that you can send forward the request to all employees, regardless
Hide unnecessary fields in Release
Hi, Is it possible to hide unused fields in the Release Module using Page Scripts? For example: We don't use the fields "Actual Start Time" and "Actual End Time" so we would like to hide them.
Catalog Service Category Filter
Good day, I have service template. I want to return only categories relevant to the service. I don't see the option to filter categories and return the desired except specifying the default values. Is there a way to return only the values or options you
Custom Approval Notifications
Is there a way to use custom approval notifications using business rules or Custom Triggers to facilitate a custom approval notification based on the Service Catalog Type, so we can give the approver further information on the approval ticket so they
[SDF-60764] Major Incident - User log call from announcement
Hello, In a previous system I've used you had the ability to raise a "Major Incident" call that appeared in the announcement section of the Self Service portal. The end users then had the ability to read the announcement and click a button to confirm
Reports - Date Picker
We recently upgraded to version 14304, and the date picker dialog in the reports module is no longer there. Did something change in the update and remove this? I've had a few technicians asking me about it.
Managing Major Incidents
Hello, Interested to know how everyone else handles major incidents on this system. On other systems I've been able to mark a particular call as a Major Incident (with all the relevant fields filled in i.e. category) and then it allowed the Helpdesk Technicians to click a button to log a repeat call off the back of this and only have to fill in the relevant Requester details, thus speeding up the logging process while the major incident is in play and we are receiving high call volumes. This also
Status change linked to RespondedDate change
I am trying to build a Request Timer Action that will check the Responded Date and set the status depending on the date value. Responded Date is not empty and not greater than the last status change from Open to Resolved. The intent is automatically move
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