Dashboard not loading
We've suddenly got a problem with our dashboards on SDP, they've stopped loading since last week, we simply get a screen with the four grey bouncy loading bars. Everything else on the system seems to be working OK. We're on 14304, there are no errors
I Can't AddRequest By Api
I really don't know what to do anymore! Based on the recommended structure noted in service desk plus documentation for "addrequest" by API { "request": { "subject": "Unable to fetch mails", "description": "I am unable to fetch mails from the mail server",
Trying to start PostgresSQL server failed
Hi I did follow this guide Install ServiceDesk Plus on Ubuntu Server | DevOps Compass Guided IT Solutions by Docker Captain (heyvaldemar.com) on a fresh installed Ubuntu 22.04. Unfortunately when I am running the command sh run.sh I am getting the error:
Sharing tickets with other users when creating tickets through the portal
Hi, Is it possible for the user to add another user through the portal who will receive notifications about the ticket? For example, if there is a field such as cc where the end-user would select another user who would then be included in the ticket.
Update profile picture programatically
Hi, We have profile pictures of all our users in Exchange and Sharepoint and AD already. We would like to set up a scheduled job using e.g. Powershell, to extract these pictures and insert them on the users in ServiceDesk Plus. Extracting them is easy, but is it posssible to programmatically insert them on the correct user in SD? And if so, does anyone know how? /Rasmus
The form cannot be submitted
Hello,we use SDP VER 13.0 We found that some forms suddenly had the submit button become non clickable after clicking, and the form could not be successfully submitted. We tried to reconfigure the form, but the situation persisted.
Configure Servicedesk Plus to IIS default website
Hello all, I'm running the non SDP MSP version for a small group. I am unable to figure out how to make SDP:8080 the default website to IIS. We have DNS records pointing to the virtual server and I am unable to note which directory or .htm file I need
Microsoft Graph - Requested resource does not exist
when I attempt to test fetch from my incoming mailbox via Microsoft Graph I am getting the following error: "Requested resource does not exist" The app registration is setup in Entra, so I am not sure what is missing.
How to add approval stage 2 from AD Attribute?
Currently, we can only set Reporting Line 1, but we need to add another approval stage for Reporting Line 2 based on the organizational structure. Do you have any ideas on how we can use another attribute in AD for Approval Stage 2?
How to set second reporting line approver?
Hello team, How can we set the second reporting line approver as the Microsoft Teams organization? Currently, we can only automatically set the reporting line for stage 1 approval, but now we need to set an approver for stage 2.
New ticket from closed request still references the closed request
Ok, so here's the scenario. Ticket 528245 is resolved, and then moves to closed. The following week someone replies to that thread, and it rightfully opens a brand new ticket 533183, instead of reopening the old, now closed ticket. Here's the rub. The
Query for Current Approvers on Pending Approval Request
I'm looking for a query that can provide me a list of Request ID's, Subject, and Approvers on request that are Pending Approval.
Automatically set Editor field from custom field...
I'm currently trying to get a work around for the editor field being broken, I need to automatically set the editor field based off of a custom field that is "Directly Reports-To" that populates users with "$CS.referField("WorkOrder_Fields_UDF_CHAR15","users",{url:"/api/v3/users"});
API Issues
Upon upgrading to version 14720, all of forms that use an API are no longer working with the error message below. {"response_status":{"status_code":4000,"messages":[{"status_code":4001,"field":"authtoken","type":"failed","message":"Extra parameter(s)
Field and Form Rules for Editor
How can I fix either of the scripts below so they will set the editor field based on another field on form submit, this sounds pretty simple but it is not natively available in triggers or business rules because the Directly Reports-To field can be different
How to Import Servers Inventory from Redhat satellite 6 Management Platform?
Dear All, Is it possible to auto. import the inventory of the redhat servers directly from “redhat satellite 6” management platform to our assets inventory (i.e., servers) instead of deploying UEM Linux agents on them? Please let me know if there is anyway
Can I create a dynamic field that pulls from already-existing sdp fields?
I often have regional presidents requesting services on behalf of their sites, so when they submit a ticket, the site of the request may be (Corporate Office), but I'd like for them to specify which site they are requesting service for one of the sites
How to auto. populate selected asset details on the request additional fields?
Dear All, We've created a Service Template namely "Request for Smart Phone" which will populate only specific asset type (i.e., Smart Phone) if the Status of the asset is "In-Store" using the attached FAFR Script. If the specific smart phone is selected
How can we populate Request ID's and get auto. linked to the Request?
Dear All, We have built a Service Template with five (5) Fields namely: a) Previous Request ID (Text Field) b) Previous Request Requester (Text Field) c) Previous Request Subject (Text Field) d) Previous Request Description (Multi-line Text Field) e)
Integration with Microsoft Approvals
We have not historically made use of Approvals for Requests. I did just have a moment where it would have made sense to use, but since our end users are not familiar with receiving approvals from ServiceDesk Plus, I decided to just send an email. This
Issue renewing SSL certificate
Hi, our SSL certificate for on-prem expires 13/09/2024. I tried the commands that we used last time. 1. keytool -genkey -alias desgnas152.hgroup.intra -keyalg RSA -keysize 2048 -keystore sdp.keystore -ext san=dns:desgnas152.hgroup.intra,dns:dsgnas152
Option to add additional fields in the resolution tab.
Sometimes the technician has to add extra information about a ticket solution, for example: affectation time, if the solution was definitive or temporary, etc. Currently the technician has to enter the details tab, go to the ticket properties and add
default postgres password for servicedesk 11
Hey, I tried every password like: sdp@123, SDP!123, postgres but still no success. Can anyone help me?
Unable to login
This morning none of our technicians appear to be able to log in. We attempt to login but the login page redirects to a page with /j_security_check on the end. The serverout.txt has the follwoing around user logins: [11:00:13:976]|[02-21-2017]|[com.adventnet.authentication.internal.WebClientAuthenticationManager]|[WARNING]|[171]|: PAM Exception caught while validating in WebClientAuthenticationManager : null| [11:00:13:976]|[02-21-2017]|[SYSOUT]|[INFO]|[171]|: [JBOSS] JBossSecurityMgrRealm: User:
SDP integration: SSL import on Endpoint Central side after expiration
Hi, Team, my customer has Endpoint Central UEM integration to have EC agents on their assets. When it was installed, it was running on a trial version and as it runs on https, an SSL certificate was imported to it. Everything was running until the certificate
Adding a Group to CC When Replying to Requests
Hello everyone, I have a quick question regarding email functionality. Currently, when I reply to a request, I have to manually add each email address of my IT team members to the CC field. This process is quite time-consuming and prone to errors. Is
A way for task technician to email the requester from a task in a ticket and get notification when requester has replied
A ticket with many tasks assigned to various technicians. The task assigned technician needs to email the requester and doesn't know when the requester responded because they are only assigned to a task in the ticket not the ticket.
[ServiceDesk Plus API] How to use the input_data param and the filtering in general
Hello, recently I started researching of the ServiceDesk Plus API documentation and I got stuck when I try to use the available filtering. As per the documentation - a URL param 'input_data' is expected to be sent - but when I send it - I got the "400
API function http://localhost:8080/api/v3/requests/<requestId>/move still available?
Hi Is the API function move still available? I get a an error when I try to use it. I a PUT request.
not able to add a second Technicians
ServiceDesk Plus Standard edition - I am not able to add a second Technicians. If I do "Change a Technicians" choose a name and try "Save" I got error "Your license type does not allow you to add more than 1 technician." But if I look into this page https://www.manageengine.com/products/service-desk/sdp-editions.html
Requesters unable to see resource product descriptions
Since upgrading to 14700 from 145XX i've noticed that requesters can no longer see the product descriptions on the resource products. When clicking on 'View Details' instead of the description showing it now throws an error 'User does not have this permission'
[Analytics Plus webinar] 4 ways you're draining IT resources
Hello there, Stop letting performance issues drag down your service desk. Tackle inefficient IT practices head-on and end resource-draining inefficiencies once and for all! Join our upcoming webinar to discover data-driven strategies that uncover and
Masterclass 2024: Episode 7—Designing and implementing minimal-risk changes with ServiceDesk Plus [Aug 29]
Hi there, We are excited to invite you and your team to the seventh episode of this year's ServiceDesk Plus Masterclass series. In the seventh episode of Masterclass 2024, we'll learn how to set up the essential configurations of change enablement in
SAP integration with SDP
Dear Team, Kindly share me the details for SAP integration with SDP uses cases did for exiting ME customers.
Priority set by email importance
Hi All, Would love to be able to set the priority of a SDP request based on the email "importance" field. Our SDP Priorities are: 1. Emergency 2. High 3. Normal 4. Low All new requests are set as "3. Normal" until they are reviewed. I'd like to be able to set SDP so that any email with the red ! flag goes straight to "2. High" and any with the blue down-arrow are set to "4. Low". Thanks... and keep up the good work. Brad
Uniqueness of scanned assets (SNMP)
Hi, Team, Workstations have "Service Tag" and "Computer Name" as criteria that help to identify their uniqueness. How does it work on SNMP-discovered assets, such as printers or switches? It seems that they don't have the "Service Tag" field. Does SDP
Auto-Generate Code for "Org Serial Number" when creating an Asset
Hi all, I would like to use the field "Org Serial Number" in the Assets to assign a secuencial number that identifies the asset, this sequential number would varies depending on the type of product. For example: laptops ==> 1001XXXX desktops ==> 1002XXXX
Department Roles based on jobtitle
Hi, Team, it would be nice to configure department roles based on job titles (just as you have on User Groups). This way, you wouldn't need to manage these roles whenever people change their organisational functions. On the other hand, it could be useful
Custom Module Refer Lookup Field
Hi, I want to use User and Department and Asset fields in Custom Module that I created in SDP. What should I do? Thanks
Can we add informational popups/alerts to users on the forgot password page or login screen?
I'd like to tell my users that it may take up to 30 minutes for their password is replicated to the helpdesk? our AD Sync tool runs every 5 minutes i believe, so its just when users are trying to get back into the helpdesk before the delta sync runs to
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