[Term of the Day]:Digital Wallet
Term of the Day “Digital Wallet” Definition — What is Digital Wallet? The term Digital Wallet, also known as E-Wallet, is a digital tool that enables users to make monetary transactions electronically through smartphones, smart devices, and computers.
can't answer in the request
Hello. Can't answer in the request. In the web version, can't reply to the request. The answer button becomes inactive and the answer does not go away. version: 11.2 Сборка 11203
The users site number is not always determined
The user is tied to the site. In the condition for the linked site number, the action should be performed (I turn on the alert with the display of the site number). However, the site number is not always determined (I see it in the alert). Version 11.1
[Virtual MeetUp] Free Training on Customizing Self Service Portal
We hope you and your family are staying healthy and safe! We are glad to invite you all for our 6th session of Virtual meetup, which is scheduled for 20th May 2021, registrations are open now. Kindly pick a suitable timezone and register today. 02:00
[SOLVED] Send e-mail to change conversation SD-77818, SDF-77584
Hi all, I want to add an e-mail as conversation to a change in the same way as it works for requests. The e-mails I send unfortunately never arrive in SD Plus. What I do is: send an e-mail to our SD Plus mailbox with the change number in the subject ##CH-xx##, where xx is the change number. If I look at the Conversations tab at the change, it seems that this is the way to do it. What am I doing wrong? Regards, Olivier
Multiple Tabs Open
Hi What is the official ServiceDesk answer. Is it recommended to have more than one browser tab open with service desk? Or should users try to keep one tab open only? Thanks.
Issues with screen layouts in latest version
With latest update to SDP the Asset screen column order has changed , specifically Service Tag column has moved over to the right. It was better how it was previously when it was next to the asset info columns. Having it beyond all the State/User/Department
[SDF-89537] User attributes not getting synced from Azure AD.
Hi Team, We are using SDP 11202 build. The users authentication is done using SAML integration with Azure AD. Earlier, when we were using LDAP the LDAP sync used to fetch all users attributes like Department, Phone, Job Title, Employee ID, First Name,
[Term of the Day]:Fintech
Term of the Day “Fintech” Definition — What is Fintech? The term FinTech is simply a combination of the words “Financial” and “Technology”. Technology has always changed the financial industry. However, the internet, combined with the widespread
Inline images missing from Solutions after 11.2 update
Hello, After updating to version 11200 (from 11139), many of our older Solutions have 'lost' their inline images. A broken image icon is displayed instead. I can still find the images stored on the server under the following folder: \ManageEngine\ServiceDesk\inlineimages\Solution\x
Run.bat returns an error
When trying to initiate run.bat and prompted for User Type (Evaluation User) and click Finish, I receive this message: Invalid License File The Details button show this: ERROR CODE : 517 Please contact ZOHO Corporation 4900 Hopyard Road, Suite 310
Asset Scanning not working due Timeout in agent communication.
Currently I facing issue which it's for most devices Error : Timeout in agent communication. Currently the number of license for users are 1000 and 926 are failed during last scan which I check some round devices with exact device I found most of them
JavaScript to Stop form submission if a field is less than 4 characters
I have a field that asks for the name of the person the request is for and I want them to actually enter a name, so I would like that field to stop form submission if the number of characters in that field is less than 4 characters. Throw up an error
Trouble using .getDate() .getMonth() in On Form Submit Script
I am creating scripts to customize the description for our ticket upon Form Submission, and while I am having a lot of success in some regards, I cannot get the script to run if I include .getDate()/.getMonth()/.getYear() for my date fields. I am trying
Default 'name' of logged in user
Can we default the name of the logged in user to populate in the requester or 'name' field on the helpdesk and change modules? Please see attachment. Thank you!
Actionable messages in outlook additional functions.
Hi Team, I have integrated this new feature with my SDP for testing and it is now working as expected. Though, I am quite happy that it lets me to pick up and resolve the requests from my emails directly, I keep missing a few functions that could have
ADD_ATTACHMENT with XML or json
I would like to add an attachement to a ticket using xml or json but I have not found much info online besides people using C# or python. I tried doing: http://somesite/xxxx/request?OPERATION_NAME=ADD_ATTACHMENT&format=XML&TECHNICIAN_KEY=xxxx-xxxx-xx...&INPUT_DATA= C:\users\...\...filename.txt but I keep getting the error: Error when adding attachmentthe request doesn't contain a multipart/form-data or multipart/mixed stream, content type header is nul Does anyone have any suggestions?
[SDF-95131,SDF-70191] Default options to create tasks/checklists for action "Convert Incident to Service"
Hello, Most of our requests are generated by mail import. We are looking to introduce the Service Catalogue soon, as the vast majority of our requests are service related. This means that the technicians will be regularly using the "Action > Convert Incident
SCCM SD+ Intergration
Hello, Please could you share what the prerequisites are for this? We have tried to link the two systems, but we are getting this error:
Group notifications
Hi friends. It is possible to create a notification to a group when a request is assigned to them. Let it reach the email. regards
Unable to add custom asset by barcode scanning
We are trying to make something like consumables management (yes, we know that this feature is in roadmap, but we need it NOW). Added custom product type: Cartridges (type -- Component) Trying to add Cartridge via /BarcodeScanAction.do?method=vendorBarcode
Service Desk API Callback URL is not working
Hello. I'm using REST API v3 for adding new a request and It's working perfectly. But when I try to set a callback URL which is triggered once the ticket has been resolved/closed and setting the callback_url to https://[node-server]/manage-engine no breakpoint
Read Only Access
Is there a way to create a technician that can only view tickets? I've tried adding a role with only the view requests box checked but the tech can still reply, add notes etc. I've also tried creating a requester with Allowed to view > All Requests selected but the requester cannot see any tickets at all. Thanks
View filters for technician to see requests they opened
When a technician logs into Service Desk, is there an easy way for them to view tickets that are not assigned to them as a technician, but where they are the requester? Technicians are ALSO users on occasion. In the User Self Service portal "My Open
[SDF-94702] When will Resource fields be available in the global field and form rules?
We have a lot of service catalog templates which all share the same set of locally created field and form rules for resource fields. We would like to make these global fields so we don't have to update every template whenever we make a change. When will
Request Custom Function does not work
Hi I am trying to use a Request Custom Function to change request_type and Mode on created Request. Using this code but when I test execute nothing happend and no error. requestObj.put("request_type", {"name":"Incident","id":"1"}); requestObj.put("mode",
[SDF-95129] Scheduler for some Requesters (Managers that are not a Technician)
Hi Friends, our managers want to see their employees scheduler via sdp. This feature is available for technicians, But a manager who is not a Technician does not have this privilege. Can we hope that this feature will be added to ServiceDesk plus in future
Delete a Custom Field within the a Request Template
Large list on the left hand side when editing a Template, and unable to edit, delete, or change the name of items in the 'Custom Field'. Is this possible or can this be changed?
[Term of the Day]:Smoke Testing
Term of the Day “Smoke Testing” Definition — What is Smoke Testing? Smoke Testing is one of a few methods in the software testing domain that possess numerous titles like build verification testing or build acceptance testing. Smoke testing has
Notification Emails Suddenly Stop Working
Our SDP suddenly does not send out any notification emails when there are new tickets recorded. Manually sending an email by replying to a ticket also shows error. Anyone know what's the issue?
$SurveyLink error (user:port)
While im going to use servey email, the satisfied & unsatisfied choice link is broken. instead of "https://nameserver/$SurveyLink" when clicked it became "https://username_server:port/$SurveyLink"
Report - Ticket group changes
Hello, Tried to search forum, closest I found was Report on Activity history (manageengine.com) with out of date links. Trying to produce a report for ALL tickets in the system, showing every time they changed group rather than just the current group?
Merging two ServiceDesk servers
My company recently acquired another company that also uses Service Desk. I need to combine the two Service Desk installations into my existing Service Desk server. My existing server will not be changing. The newly acquired server will go away. Any tickets or custom settings from the new server should ideally be added in to my tickets and customizations. (PS - Both companies also have DesktopCentral, and I will need to combine those installations as well. If you are able to provide instructions
Masterclass 2021 - Episode 4: 5 hacks to implement an effective Asset Management in your organization (26th May)
In the fourth episode of ManageEngine's Masterclass 2021, we will discuss five hacks to implement effective Asset Management in your organization using ServiceDesk Plus. In this masterclass you will learn how to: Discover and scan all assets Monitor
Software Reports
The installed figure i get in the reports under software doesnt match when i go in through assets, it does in the initial table but when you click into it for more detail it shows a reduced figure, does anyone know why? (Running build 11.2 11202 En
Query about groups and technicians
Hi team, could be possible to obtain a query to extract a list of support groups, associated roles and technicians (with additional user information like name, email, phone, etc)? SDP v11.0 SQL Server Thanks in advance
Issue inserting variable into script
Hoping someone can help with a question. I have a field named "employee name" and the UDF string is "ServiceReq_User_UDF_CHAR1" I want to pull that data in a script and assign it to a variable named "ename" so I can append it to the Subject line of a
[Term of the Day]:Email Bankruptcy
Term of the Day “Email Bankruptcy” Definition — What is Email Bankruptcy? The term Email Bankruptcy means clearing out an entire email account that has become unmanageable and starting it all over again. It is similar to financial bankruptcy, e-mail
[Complimentary webinar] The new digital workspace: Delivering frictionless IT and business services across the enterprise
Hey there! We have a new webinar titled The new digital workspace: Delivering frictionless IT and business services across the enterprise coming up on May 27 at 8am PDT. We’ll discuss the growing importance of IT and enterprise service management (ESM)
Report on Attached Documents on assets and Status change history
H, we use to attach a receipt signed by the user to the asset. So we need to extract a report showing all assets which have a document attached within, the upload date, and the information related to the asset property history. We also need (on the same
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