How do you find saved attachment
How do you easily find an attachment that has been saved in MSP? I have located the location where all of the attachments are saved.(M:\Attachments\fileAttachments\Request) However, the files are stored in numbered folders. The number on the folder does
Auto CLose a Ticket when the Approve replys with "denied"
I have a Service desk ticket that has an Approver to option "approve" or "deny" the ticket.. Does anyone know how to automatically change the status of a Service Desk Ticket to "closed" if the Approver "denied" the request? Thanks, Bob
Issue after moving database to new SQL server
We had to upgrade and move our SQL server. During the move, no one knew what the Master Key password was, so after looking at another community post here, we dropped the Symmetric Key / Certificate and Master Key. We then created a new Key and got ServiceDesk back up and running. Everything appears to be working fine, but now, we are unable to get to the 'Backup Schedule' within the admin pane and the automated backups fail. When trying to perform a manual backup, this is in the log: "" Configure
Problems configuring IMAP and SMTP OAUTH (office 365)
Hi, my application service desk plus MSP version 10.5 is installed on linux (Centos 7) . I have problems configuring IMAP and SMTP OAUTH. I have seen in some videos that they select EWS, when they change to OAUTH , I don't see that option. I don't know
Notifications for Tasks
Hi, Is there a configuration in MSP that will send an email notification to the assignee of a ticket if a Task in their ticket is resolved/closed by another technician?
ServiceDesk Plus MSP - Cloud
Hi When will ServiceDesk Plus MSP be available via the Cloud?
SAML authentication for SDP MSP
Hi! I wonder, is there any way to configure authentication for SDP MSP with Azure AD / Office365 or Google ID? It would be very helpful to use it direct or thru ADFS.
Notify unknown user
Hi everyone, Whenever an unknown requester sends an email to our service desk system, we receive a notification to approve it. Does anyone know how to make the system reply with a customized email to that requester so we could then send him a registration
Convert incident to service request button is missing.
Hello all With the latest update 10601, the convert incident to service request button is missing. Does anyone have any idea why this is? Regards
Create request by technician
Hi, I know that is possible to create requests by technician for accounts this technician is associated with. But unfortunately when technician creates request his name is not listed in requesters drop down. I find out that there should be some option 'Show
Changing Worklog-Template
Hello ManageEngine-Team, we need to change our Worklog-template in the same way as we can change the incidents or tasks-templates. How can we do that? Regards, Jason Kehl
customize variable $WorkLog in JobSheet print
is it possible to do what is in question? can I add extra fields to the grid?
possible to print single worklog?
possible to print single worklog? not whole job log?
bulk update worklog type
Hi, I am re-architecting the worklog types and could use a method to bulk update worklogs in order to migrate the worklog type from oldA to newA value. Any way to do this? otherwise its over 250 tickets with multiple worklogs i have to click into and
worklog that has been billed cannot be edited
In SDP MSP the worklog has been billed... a feature i no longer utilise . But when attempting to uplift worklogs by staff the worklog is now not able to be edited and says its been billed. How can I get around this? i have a couple of hundred worklogs
Looking for Comment on the log4j vulnerability
Looking for Comment on the log4j vulnerability and how ServiceDesk MSP is specifically affected. I don't see that there's been a comprehensive statement regarding ManageEngine products overall. https://pitstop.manageengine.com/portal/en/community/topic/log4j-cve-2021-44228-query-manage-engine-service-desk-plus
Same requester manage many accounts/sites
Hi we have the situation as described in object. Is it possibile to assign multiple account to one requester and allow the same requester to login once and see all the assigned account data? This is a common situation for service providers Thankyou Michele
Automate reoccurring with many tasks
I'd like to be able to create a parent ticket (preventative maintenance task) each month that then also creates daily tasks for completion. The end goal would be to have 1st Day of Month Request #ABC automatically created - Tasks for
Close Request via Email
Is it possible for users to close their own tickets by responding to an email received from manage engine?
How to set "Email ID(s) to notify" field by Email command in SDP MSP
Hi, Our user can create request by email command. But they can not set "Email ID(s) to notify" field in email. Which value refers to this field for notify my sdp msp version: 10510 my Database : SQLServer
[API]Posting resolution with line breaks
Hello I have a script that sets the resolution in my requests, works but I don't get any linebreaks This is the JSON that is sent. It has the \n and it works fine when I create a ticket but the resolution just get one line. { "operation": {
Redirect URL for Email OAUTH settings do not change when Server URL changes
Does anybody know why this URL does not change when you change the server port? I am having trouble with OAUTH in the mail server settings. I think at least some of my issue is that the redirect URL listed (and greyed out so I can't change it) still
Send request to e-mail based on Service catalog field
Hello, This has to be done before but I'm not sure what to search for. Found some examples but not that match my case. I'm going to setup a service catalog Service where the customers can request a new user. I have a base template but it's only for
Service Catalog API
Hello, I have created some templates for requesting new users. Is there a way to read the fields with rested API ? My idea was to have a script(powershell) that reads the request, creates the user, updates the resolution and closes the request.
Creating quotes for customers
Hi. Has anyone come up with an effective way within SDP MSP to create quotes for services and systems to clients? We'd like to be able to generate a quote, take an order, turn it into a request which generates our orders to vendors and invoices to client.
Can you allow a requester to view the work log?
I would like my customers to view the work log, vs the resolution, when they login to the self service portal. Is there a way to configure that?
Get change list using API v3 (SDP MSP Version: 9.4 Build 9424)
Hi, how i get all the change on API v3 here is my sample get url: https://XXXX/api/v3/changes?TECHNICIAN_KEY=XXX&input_data={ "list_info":{ "row_count":200, "start_index":1, "get_total_count":true } }&format=json RESPONSE: { "response_status": { "status": "failed",
How to troubleshoot business rules
Hello, How do I troubleshoot business rules ? I have setup few and I can't understand why they aren't triggered. Your Version: 10.5 Build 10510 Database: postgres TIA Daniel
Display other account tickets
hello, how do i get all accounts using api/v3 and also show all account ticket on api/v3/requests.? for the old version of API i can use sdpapi/admin/account to get all the account but not sure how on v3 versions.
Access custom query report per account
Hi, I want to generate custom sql query report for a account manager that access to report tab. But I don't want to show to all others account manager. As matter of fact, I want to generate custom sql query for specific account manager only. What should
Generate new timesheet daily
Hi, I'd like Timesheet feature and I think it's useful for our organization. In my scenario, we should generate new Timesheet daily for all technicians. I think it's very cheap. It would have been better if this had been generated automatically. Some
Using of Approval status
Hi, everyone. İ would like to know, how can I create business rules according approval status. For example, İf approval status is "reject", make request status as "İmtina olundu" and send close/re-open mail to requester.
approval on closed ticket
The ticket has been closed but the approver will can approve or reject the closed ticket. Can disable the approval after the ticket has been closed?
Billing Block Hours (prepaid)
Folks, Is any ability to associate a PrePaid Service Plan with a Bill Rule? I would like the PrePaid Service Plan to only include one type of ticket. Is that possible? thanks
ServiceDeskPlus-MSP Upgrade path from 10500 to 10516
Hi Which are the correct jumps to go from 10500 to 10516? (linux, bundled postgres)? Thanks
Change request from service category to another
Hi, Is there any customization or script to change request from one Service category to other without migrating every additional field? I need to rebuild our Service Catalog by changing some request from service category and I have too many service category
Query for HDD Capacity with Workstation name
we are looking for help with the PostgreSQL codes that can pull up following reports. WS name, Drive name, Drive type (local disks only), File System, Capacity GB, Free Space MB, where . Please find below report type. Sr.No Manchine name HDD Total Capacity
trial testing servicedesk msp - missed call notification/ticket
i've setup a telephony integration, but when a call comes in, if i hangup before answer, the is no record of that
Standardize the Ticket ID Format
Hi ManageEngine Plus MSP Team, Can I standardize the Ticket ID format according to different types of tickets listed below? No. Type of Ticket Format of the Ticket Example 1 Request Ticket Start from “SR” SR 1 2 Problem Ticket Start from “PB” PB 1 3 Change Ticket Start from “CH” CH 1 Thanks, Lau
Add request from service catalog with mobile app - MSP
Hi, My client user want to add service catalog request with MSP mobile app, but they can't. 1- What should they do? 2- Do you have any solution? 3- Can they use SDP mobile app instead of MSP mobile app? MSP v10.5.13 DB: MS SQL Thanks for helping
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