Unintentional Shutdowns after Patches
Hello, We keep receiving messages from users complaining that their laptops are being restarted or shut down unexpectedly after patches are applied. We have configured a policy for the affected patches: "no notification, no restart." Do we need to change
Issue Adding Firefox Extensions with “@” in ID to Whitelist Policy
Hello, I'm currently configuring a whitelist policy for Firefox extensions in Browser Security Plus. While trying to add certain accessibility testing extensions such as: axe DevTools (ID: axe-devtools-browser@deque.com) WCAG Contrast Checker (ID: wcagcontrastchecker@firefox-extension)
Power BI ERROR: character with byte sequence 0xe2 0x80 0x8b in encoding "UTF8" has no equivalent in encoding "WIN1252";
Executing a query from SDP in Power BI results in the error: ERROR: character with byte sequence 0xe2 0x80 0x8b in encoding "UTF8" has no equivalent in encoding "WIN1252"; It is the FullDescription column in the WorkOrderToDescription table. I saw in
Add a place for custom CSS directly in the ESM portal
When customizing the ESM portal the only place to edit it is in the \ManageEngine\ServiceDesk\custom\style\aesm_portal.css file Currently when upgrading the helpdesk we lost all of our changes in that CSS file Please add a place in the ESM portal where
Auto Delete of Sync Users Not Working
Greetings! In reference to this article to set up auto deletion of users for users that aren't in AD anymore (https://pitstop.manageengine.com/portal/en/community/topic/foryourinformation-11-auto-delete-users-that-no-longer-exist-in-the-active-directory),
[SDP Cloud] Help Card for template request
Hello Support. Is there a possibility to configure a Help Card to register tickets in ServiceDesk Plus Cloud? That is to say: Use this area to display a short description or any instruction, notes, or guidelines for Requester. This is an example of what
How can we Update the Request Fields through Request Custom Functions?
Dear All, I would like to have a Request - Custom Function where it updates the Level (field) to "Tier 2" and also updates a Request Additional Field (udf_sline_8711) to "Request Approval Level 1 - Approved". I will be using this custom function in Approval
Assets Display in Request Form ServiceDesk Plus Build 14970
Dear Support Team, I am encountering an issue with asset visibility in ServiceDesk Plus Build 14970. Below is a detailed description of the problem: Problem Description: The initiator has 5 assets assigned to them: Computer Laptop Monitor SIP Phone Tablet
MySQL Connector 9.3 patch unsupported
Just FYI in case anyone else was looking, EPC is not supporting MySQL Connector 9.3 patch because of software requirements. Even though their 3rd party list still includes this.
High Availability Licensing and Server Support for ManageEngine
ello, I would like to inquire about the High Availability (HA) setup for the following ManageEngine products: Self-Service Portal Specifically, I would like to know: Does setting up High Availability for these products require an additional license, or
Home Screen Based on Requester's Department or User Group
We are standing up an after-hours call-in help desk which will be setup as users not technicians. We already have one user group for our customers. Their home screen is setup and allows a limited number of Incidents, Requests, and Solutions. Can a separate
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Assign technician group based on template
I tried to set up a business rule and a trigger and neither allows me to select a template that is a service request. On a trigger I can get the service template, but field update of the "technician group" is not there On a business rule I can't select
Notification
Hello everyone, I would like to know if it's possible to have the notification here (in the notification icon) in the event that: an approval request is sent to me (pending approval request) and also if there is a response to a comment I made on a request
Clear additional field
Hi Guys, how can we create a custom function to do blank the custom field on Business rules?
ServiceDesk Plus Cloud Access Issues: Resolved
Dear Customers, We’d like to update you regarding the recent access issues you may have experienced with the SDP Cloud application. The root cause has been identified as a broader incident affecting Our EU Datacentre, which in turn impacted accessibility
Regarding getting list of Requests based on specific criteria using Rest API
I am trying to get list of requests based on certain search criterias like time,ticket status.In the API documentation the steps are not provided for this type of operation. How can I do that ??
Suggestion - Add ticket subject line over Browser Tabs instead of "Request Details"
Ideally we open multiple browser Tabs of IT Tickets. It would be much easier to navigate to a specific tab if the Subject lined displayed over Tab (When a specific ticket is opened) instead of navigating through all those tabs since it just says "Request
Does Field & Form Rules Affect Task Dependencies?
I have set up service request template and associated at least 10 tasks to it. I've also set up the dependency order for each task. I've then added a Field & Form rule that if a condition is true, certain tasks will be drop and not deemed necessary for
The system TPM version is not compatible with Windows 11. (50010
Hi, my systems don’t support TPM. I want to update them via ManageEngine, but I received the following error: "The system TPM version is not compatible with Windows 11. (50010)" Is there any way to bypass this issue?
Can I just have patches delivered to a server but not install them?
We have a group of servers that need to be patched manually because of the need to coordinate the restarts with other servers. Is there a way to automatically deliver the patches that have been approved to the server but not install them. So, they will
SAML and MFA
Hi, I just set up SAML (using Entra) to log in to Patch Manager. This works fine. After authenticating against our Entra environment, we're still prompted for MFA by Zoho. Since we already have MFA on Entra, this is not all that useful. Can we turn off
Error - no more patchscanning of linux clients
Hello dear support team, From yesterday to today, without an update or anything similar, I'm no longer able to scan a Linux client. The patch scan fails. Restarting or shutting down works, so the agent can communicate. Everything works as usual on Windows
Using API to create requests
I'm using a PS script to try and create an incident request in our SDPlusOnDemand Cloud site. I keep getting a 400 (BAD REQUEST) and can't seem to find the issue. I generate an error log that says { "Error": { "ErrorMessage": "The remote server returned
Desktop Central Configuration Priority/Dependency
Is it possible to set priority or dependency on desktop central configurations? For instance, I have 3 configurations that I want to be applied in a specific order, and only if the previous one was successful.
Multiple SAML Identity Providers
Hi, currently we are using Azure AD IdP with SAML integration on SDP Cloud. We have situation where our Group Company uses Google Workspace for different email domain. But we cannot add another SAML IdP. I wish SDP Cloud can support multiple SAML IdP
High Availability Licensing and Server Support for ManageEngine Products
Hello, I would like to inquire about the High Availability (HA) setup for the following ManageEngine products: Audit Plus Exchange Reporter AD Manager Endpoint Central ServiceDesk Self-Service Portal Specifically, I would like to know: Does setting up
AD Manager plus browser tittle change
Follow The below steps: Step1 : Stop the product Step2 : Backup The ADManager Plus\resources\adsm folder. Step3 : Replace the files from the Patch folder to inside ADManager Plus\resources\adsm\ Step4 : Start the Product and check.
Find all computers that have a specific file
Hi. I'm using Manage Engine on a network. I want to find all computers that have a certain file. I know that there is a script called `IsFileExist` for this purpose. When I run this script, a message is displayed on all network computers that specifies
Look up a group based on technician selected
Currently we select a group and it pre-populates the group members. It would be a great idea to do reverse lookup. Selecting a technician and then the group field populates with only the groups the technician selected is in. Sometimes technicians forget
Custom Naming format for Logon name using email address
Hi, I'm struggling to figure out how to automate the population of the Logon name for a user account in a template by basing it on their email address. I cannot seem to figure out the custom naming format syntax I need to set the logon name for a user
The update script ADSelfService Plus
Hi! Is it possible to automatically find a new update and install it? I'd like to automate the process. The Powershell script issues an error during execution, I suspect that the Update Manager cannot take the .ppm update file. Write-Log "Launching the
ServiceDesk Plus Solutions Template
Is there a way to edit a Solutions template in SDP? If so, can someone point me where that ability is - I cannot find it.
Error upgrade from 14960 to 14970
Hi everyone, I have error when upgrade to the last patch version 14970. What can I do? Thank you.
Unable to start servicedesk after patching
Hi, I had service desk plus onpremise, v13.0, and wanted to upgrade to the last version. Unfortunately during patching something goes wrong, and now won't start and give this errorr message. Error code 10005 Previous patch not applied properly,hence contact
Suggestions for Improving PitStop Experience on High-Performance Systems
Hello PitStop Community, I've been actively using ManageEngine PitStop to monitor and manage a variety of endpoints and network services within our infrastructure. The platform has been incredibly helpful with its integrated tools and real-time troubleshooting
[Exclusive Webinar] ITOM + ITSM: A unified approach to incident, asset, and change management
Hi there, If your ITSM team is dealing with: Alarm fatigue from constant unnecessary alarms Outdated CMDBs causing audit risks Manual workflows slowing down resolutions Limited visibility into asset relationships Incidents only addressed after users are
Allow technician to select a Conversation as First Response
Some users will email several people, and CC Servicedesk. If one of the people replies all and the ticket is appended with the reply, the technician should be able to mark the email received to the conversations as the first response, as you can with
How find Master key password for MSSQL?
Hi, In ManageEngine ServiceDesk Plus v14.7, I am trying to migrate the database to MSSQL. During this process, I see "Master Key Password". I successfully connected to MSSQL using the default master key password, but I do not know the password yet. Where
Unable to connect to mail server. Check configurations and try again.
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