Subject: Mail Fetching Issue – Error Folder Setup & Schedule Conflict
Mail fetching stopped working a couple of days ago. I see a notification prompting me to set up an error folder, but the instructions are unclear, so I'm not sure if I configured it correctly. Should the folder be created under the Inbox of the email
Change a Requests account/site association via API
Hi, Our request inbox is set up with some aliases that aren't associated with any accounts. I want to create a business rule to assign these requests to our MSP account and default site. I can't choose Account or Site in the "Field Update" option, so
Need help with CMDB API - Updating Asset Owner
Hello, I'm trying to update asset details using the ServiceDesk Plus CMDB API (v3), specifically to assign assets to users. However, I'm encountering issues with the update operation. Environment: - ServiceDesk Plus version: [your version] - Using Python
Add approval level via API
Hello, I am trying to create a new approval level via the API, but I am encountering the error: "The user does not have this permission." However, I am using an administrator user, and I believe this permission should already be granted. Could you please
mobile application problem
I need help regarding the Service Desk Plus Mobile Application. I have set up a form in the system and added les for form load, field change, and form submission. However, the rules are fully applied when I use the web browser, but when I use the mobile
List of Service Categories are still showing up after deletion
Hello, I had previous Service categories long time ago which I deleted from service category section, however, In the service category menu in the request or incident they are still showing up. Please advise how to remove. Thanks
Failure. Request ID(s) 60 cannot be assigned to the selected technician.
Hello team, I cannot assign the requests to the technicians. When I go to Requests and check the box against the request then go to assign > Select the technician, I receive the following message: Failure. Request ID(s) 60 cannot be assigned to the selected
Scheduled Backup Password Reset
Hello, We are running an eval edition of ServiceDesk Plus on Debian 12 and want to apply our official license file. To apply our license file, we need to reset the default "Scheduled Backup Password". I have tried this and get the following 2 errors:
Mandate Reason for Hold Option in Task
Is it possible to make adding a comment mandatory when setting a Task status to 'On Hold'? It can be done for Request using 'Business Rules' or 'Field and Form Rules' but unable to do it for Task. I've added a Single Line Comment Box for in which the
SDPAdmin Password
I am trying to update a table in PSQL, did the sdpadmin password get changed in version 14? it's saying it is incorrect, sadly this is a once a year update, so I had no reason to check prior to today.
ManageEngine ServiceDesk Plus MSP Cloud is now available
Dear Users, We have some great news for you ! We are thrilled to announce that ServiceDesk Plus MSP, our unified PSA-ITSM platform, is now available in the cloud. This version offers the advantage of low overhead, easy scalability, and high availability.
The number of applications in front of you or your position in the queue/
Good day. Tell me how to implement it: In the notification to the request author - specify the number of requests with the New status. Optimally, count by group, but you can by request category. Apparently, you need to create a variable - so that it can
Problem with installing SDPLUS MSP 14.x and up
Hi every time I try to install ServiceDesk Plus MSP version 14.x or greater I get error with Postgres Database (cannot start). When I try to ./initPgsql.sh i get error saying problem with timezone setup - Permission Denied. I tried to verify md5 hashes
ManageEngine ServiceDesk Admin Panel Exposed To The Internet
We are in the process of PEN testing our systems, one of the reoccurring "issues" is "ManageEngine ServiceDesk Admin Panel Exposed To The Internet" This being the case, I am curious if there is a way to block the admin panel unless inside a set of IP
Stock Maintenance
Hi, Has anyone had experience with managing inventory and stock levels, and replenishment? We have the potential of having around 4000 units of 1 item. e.g Item A - 4000 qty. Adding this item 4000 times is impractical, and defeats the idea of stock management.
ManageEngine ServiceDesk Plus MSP - version 14.9 - Build - 14900 Released
Dear User(s) Greetings for the day. We released ServiceDesk Plus MSP - version 14.9 - Build - 14900. Major enhancements : SDPMSP-23986 : Embed Zia Chat Bot in external websites SDPMSP-23988 : ChatGPT Integration SDPMSP-23990 : Vendor Enhancements SDPMSP-23983
Having 2 separate queues with 2 email addresses in Service Desk Plus
Hi, currently my service desk plus is set up to generate the requests based on users sending email to 1 address (for example helpdesk@contoso.com) Is it possible to set up an additional email address to receive support requests and have it generate tickets
Issues with site notifications and rules
I have created a new site for a new support group however have noticed that some of the automated notifications and rules are not working as it does with other sites. Ex: System notification "E-mail acknowledgment to requester on submitting a new request"
Masterclass 2024: Episode 10—Upcoming AMA episode with ServiceDesk Plus experts. Submit your questions now!
Hi everyone, We're excited to announce that the final episode of our Masterclass 2024 series will be an AMA (ask me anything) session with Vishnu Priya Kumaresh, global head of customer success and product support, on November 21, 2024, at 11am GMT/CST/PST
Can't log in
Tech can't log into Service Desk plus because the system says they already are logged in. How do we get them logged out if they can't log in? Build number 14.8 Build 14850 MYSQL
How to bulk add relationships between CIs in CMDB?
At least for the SDP MSP Build 14730 there is a problem to bulk add relationships between CIs in CMDB like Support Groups in MSP account and Services provided to other accounts. Neither API no XLS-file import does not allow to do it. The import does not
Can't GET "View all requests" on POSTMAN
I'm struggling to obtain the View All Requests on the API Doc through POSTMAN, however, it works fine on the document itself when I test it. https://support.altiatech.com/SetUpWizard.do?forwardTo=apidoc As you can see here, this syntax works fine, and
Restrict access to records in custom module
Hello, In the ServiceDesk Plus MSP custom module, is it possible to restrict access to records by account?
Job Sheet Change
We recently updated from version 14600 to 14830 and sometime in there our Job Sheet changed. We use the $Worklog variable to print our worklog for customers. This used to result in a table that looks different from the new one. I've made a table below
ServiceDesk Plus MSP - Cloud
Hi When will ServiceDesk Plus MSP be available via the Cloud?
Report on Deleted Requests
I need to create a report that shows deleted requests and who deleted them. Is that possible? I can see them in the System Logs, but not sure how to pull that data out. Thanks!
Technicians Auto Assigned to Multiple Accounts, Sites
Shortly after creating a new account recently (this may be coincidence) we had a report from one of our customer technician groups that they were suddenly able to see all accounts and all sites of other customers, not simply their own. There doesn't seem
End-of-Life (EOL) Announcement for Billing V1 APIs
Dear User(s) Greetings for the day. ServiceDesk Plus MSP V1 APIs for the Billing module will be deprecated in 14900 release. Starting with the 14900 version, access to the V1 Billing APIs will no longer be supported. Impact: Any external products, web
Kanban view - Problem
Hi, I'm having a problem with the views, it must be a problem with the application because once you select the Kanban view you can't go back to the other classic views or tables, can you help? I've tried clearing cookies, different browsers, private mode...
5 capabilities every IT team should adopt for survival [Free whitepaper]
Hello there, In an era of unprecedented digital transformation, survival of the fittest has never rung more true. To remain competitive, organizations must adapt to changing trends and adopt AI's diverse capabilities for operational sustainability and
Currently upgrading to 14910 getting message
"Please reconfigure the requests custom table schema to retain data consistency in the integrated reporting framework tool." Not sure what this means, and I cannot find what it's referring too.
Edit Purchase Request
ManageEngine ServiceDesk Plus 14 How can I do it? The purchase request status is "Approved", it should not be possible to edit the information in "Requested Items"
Can the Tasks be made visible for Requesters?
We have a requirement of making the Tasks (of a Service Request) visible to the Requester. Can this be achieved from ServiceDesk Plus MSP?
M365 Graph connect as a incoming and outgoing email servers
I am using Free version (up to 10 technician) and I want to integrate incoming and outgoing servers with M365, I tried with myself but I am stuck. can someone help me? at the end of sign in, I see attached screenshot message. I followed this link but
Where is the $changelink variable getting its value?
In automation - notification rule -> Change we have an email template that gets sent when a change role is assigned. In the template there is a variable $ChangeLink that provides a URL for users to click on that takes them to the service desk login. This
Restrict access to records in custom module
I need to restrict permission to records in custom module. For example: 1. By user - only user who crated records have access to them. 2. By custom module sub form - only user which id are added to custom module subform list have permission to these records.
Unable to edit Accounts after upgrade from old 32 bit Servcedesk plus MSP to the lates 64 bit version
We have upgraded older version (32-bit) of ServiceDesk plus MSP to the latest 64bit version following the process on your website. Everything seems to be working ok so far apart from “Accounts” option within service desk. If we try to do any operation
Full message chain in email reply to client
I am trying to get the full email chain each time a reply is sent to the client. So far I have only been able to get the original request and the new reply but all the replies in between are missing. I tried to ask support but my question was misunderstood. Our clients current interaction with our ticketing system is through email only. While the internal support gets to it through a web interface. We would likely continue to use that model when we move to the new system. I have been trying to
Installation Media for selfhosted MESD+
Hi community, I have and older version of ManageEngine Service Desk Plus and my server lost power and crashed. I ran the server again but installation is corrupted. I am not able to start MESD+ up. It is on Windows x64 plarform but I'm not able to find
[Free Masterclass] Streamlining key ITSM practices with ServiceDesk Plus MSP | Nov. 27
Hey there, We are excited to invite you and your team to the third and final episode of this year's ServiceDesk Plus MSP Masterclass series. In this episode, we'll explore essential ITSM practices: incident management, problem management, change enablement,
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