Notify Tech before close
Hi, I'm fairly new to ME and I'm trying to find a way to do a few things with the same goal in mind. I want to have a ticket chased twice and then have the technician notified to call the customer. How do I add a note to a ticket based on criteria. I
SAML Login Not Showing Up on SDP+ Login Page
I have configured SAML Single Sign-On with Entra ID (Azure A/D) as the Identity Provider according to the documentation provided by ManageEngine Support. However, my ServiceDesk Plus MSP login page does not give the option to sign-in with SAML. Is there
SDP MSP - v14700 - Migrate form Postgres to MS-SQL
Hello, I need your help with the updated manual to proceed with the migration from Postgres to MS-SQL (Windows), due to the public info looks outdated (backupdataold.bat is not present in the last version): https://www.manageengine.com/products/service-desk-msp/help/adminguide/general-features/database-migration.html
Transfer Request from Old Server to New Server without affecting the Configuration
Customer wants to migrate the SDP MSP to New Server. This is the scenario: Old Server : Has two Accounts Messy Categorization and Template Created Full Backup from Schedule Backup Must be up and running during migration since other Accounts is still using
Service Desk API - Error - Unable to parse the JSON
Hi Team, Im getting an error while querying the API - /api/v3/requests any help is appreciated -- Error Details : -- { "response_status": { "status_code": 4000, "messages": [ { "status_code": 4001, "field": "input_data", "type": "failed", "message": "Unable
Change email via CLI
I have a single Technician license and was using SAML SSO to log into SDP MSP. I accidentally made a local requester have the same email address as the Technician account. This technician account is the only account with admin privileges. Because of this
Change Requester or Site in the Ticket
How do you change a requester within a ticket? How do you change a ticket from one account to another?
Adding values from custom fields to task fields - not working
I have a tasks created automatically after receiving a request with additional fields (custom date). Is it possible to set the start date from an additional field and set a reminder 15 minutes before? I tried with this script but it returns errors {"result":"Failure","message":"Task
How to Bulk Reassign Tickets
I created a new Support Group and moved existing technicians from the old group to the new one. How do I bulk update all their existing tickets to their new support group?
Web RDP not work
Hi, I have a client that to remote it by Web RDP. I set domain admin credential for this client. Before use Web RDP I tested this command and every things was okay. mstsc /v client1.company.local Now when I click on Web RDP show me this error: FAILURE :The user at the remote machine did not grant permission to take control over the machine. serveroutlog.txt [INFO]|[56]: Web Remote control server running status true| [INFO]|[56]: wsName : client1.company.local and port : 9000| [INFO]|[56]: Generated
Grey screen after login via Domain
Hi, last night the MSP server was rebooted and this morning when we log in via a domain account we only see a grey screen. If we login via an local account in MSP then the tool works just fine. I already logged an Ticket, but I hope someone can help us
Devices are renaming each other during manual scan
Hi! I am working with the Asset Module in Service Desk Plus and I am having an issue with devices renaming each other when doing a manual scan. I am selecting "New Scan" and then searching by the full device name. I select "Windows" from the Device type
Spell Check not working
Hi when writing an email in the ServiceDesk misspelled words are no longer underlined and I cannot right click to correct them.
ServiceDesk Plus API v3 - Service Request
Hello, I've been looking for a solution going forward to a way to automate reporting using the API V3 solution within ServiceDesk Plus. My site is using this on premises, and I've got access to the API tools, and an API Key, but I am having difficulties
JobExecutionFailure: jobId:
We get the following error occasionally. Can you point me in the right location where I might find more detail? Thanks We are on 10.5 build 10511 JobExecutionFailure: jobId:1123807; ErrorMessage: java.util.concurrent.ExecutionException: java.lang.NullPointerException;
Internal operation failure : AUTO_CLOSE.
Hello, We are getting the following error over and over. From what I can tell this comes from Helpdesk - Request Closing Rules - Automated Close after 3 days.. How do I find what mandatory fields are "missing" and how do I determine what request
Support Group Question
Hi I need to setup the following and am not sure how to do this: 1) Create a new account (call in New Account) and have all support groups have access to their tickets. 2) Create a new support group that only has access to the new account in 1 above.
SDP to SDP MSP
Goal: I am using ServiceDesk Plus Free. I want to use ServiceDesk Plus MSP Free. Question: Can I backup SDP Free, uninstall it on the server, installed SDP MSP Free on the same server, then restore the ServiceDesk Plus Free backup in ServiceDesk Plus
Add a link in a field
Hi I am trying to create a url link to another internal website. Is this possible? I tried just copying an address to a field. When I try to click on it I get this error message: about:blank#blocked
Unable to assing email request to any technicians
Hi I'm testing out the software and only last thing that I couldn't work it out is assinging ticket by email. I am unable to assing email ticket to any technicians and also administrator unable to pick up ticket as well. I kept gettin error "failure: assigning group/technician failed" Everything is working well, I can assign if ticket is log via web ( by requestor) or created by admin. Have anyone seen this issue before ? Have I missed anything when setting it up ? Any suggestion would be greatly
Prevent Assignment to Techs on Leave
Is there a way to prevent a tech from being assigned a ticket when they are unavailable or to pop up a warning of some sort? We manually assign tickets (no auto assign).
Build 9415, can't change account of request anymore.
Hi, We updated to Build 9415 yesterday and today we noticed that we can no longer change the associated account for a request ticket. We used to do this through the edit option from the main Request view but it just turns up blank now when we try to change Site and so forth. It said in the 9415 readme that we can no longer bulk change but in this case it's a single ticket at a time and it still doesn't work. Is there a work around this or are we simply going about it in the wrong way? Best wishes,
Constant font change in notifications
Is there a reason why we cannot set a default for the system? Notifications in the system are wildly inconsistent ranging from roboto to time new roman. If you set the font to arial it will randomly change between both roboto and times new roman.
Script to amend request subject not working properly - incorrect date format
Hi everyone, Hoping someone can help me. I have a script running that pulls information from the request details and adds them into the subject for my new starter request. The issue is, one of the fields i am pulling is a custom field for the employees start date, however when this pulls through it comes through as below: EMPLOYEE NAME: Daniel Walker START DATE: Mon May 27 2019 16:02:00 GMT+0100 (British Summer Time) DEPARTMENT: Service Desk The highlighted area is showing the full time and timezone
SLA for Service Catalog Request
Hi when our system was setup a few years back by a consultant he configured it so that we must create and assign a separate SLA for every customer site on every form. This is an administrative nightmare. I am working on updating all our SLA and am looking to simplify them. Pretty sure I need to change something in the Site setting but not sure what to change and what the impact will be. I attached one of our site settings screenshot below. Thanks
Need Help With Incident Template > Field and Form Rules
Hi I would like to achieve the following. When someone emails manage engine a request is created, Manage Engine will look at the domain in the email address (in this example googlemail.com) then assign a custom field value "Brand" with "Google Mail" I have configured the following in Admin > Incident Template > Field & Form Rules which can be seen in the attachment. This is not working, For some reason "All Requesters" and "All Users" do not appear in the drop down, I believe to make this work
System Log Viewer: Error JOB_SCHEDULER MailNotificationJobExecutor
Any help on this? have few of this errors. additional information, TLS is disabled on outgoing mail, the email from sdp is whitelisted on exchange. System Log Viewer: Error JOB_SCHEDULER MailNotificationJobExecutor System JobExecutionFailure: jobId:1098806; ErrorMessage: java.util.concurrent.TimeoutException; JobInfoObject: {"errorInfo":[null],"jobId":[1098806],"jobInput":["{\"ENTITY_ID\":135372,\"NOTIFY_TYPE\":\"EmailCCUsers_ReqClosed\",\"LOGGED_IN_USER_ID\":28561,\"ENTITY_NAME\":\"WORKORDER\",\"NOTIFY_FROM\":\"WORKORDERUTIL\",\"LOGGED_IN_USER_CREDENTIAL_JSON\":{\"LOGIN_DOMAIN\":\"-\",\"LOGIN_NAME\":\"it-aia\"}}"],"executorClass":["com.manageengine.servicedesk.jobexecutors.MailNotificationJobExecutor"],"moduleName":["MAIL_NOTIFICATION_JOB"],"jobInputObjectStore":["com.manageengine.jobscheduler.JobInputObjectStore@14cbf82a"]}
Increase log size limit
I would like to know if its possible to increase the size limit of the log (serverout), because I have high log rotation (every 30min aprox). Every time i would like to troubleshoot a problem, its always late to check the log...
Sending E-Mail to a client with an Underscore ("_") in the address fails
I have two clients that have e-mail addresses that contain underscores in the e-mail address (First_Last@client.com). I can not send replies or ask questions to them in the service desk without the send failing. Cline's without an underscore in the e-mail address work just fine. I've tested this independent by setting up two free mail accounts through MSN and the Underscore address fails while the non-underscore address succeeds. It does not seem practical to ask a client to change their mail address
Error : No response received from workstation. Probably the workstation might be switched off or does not exist.
I am getting this error when doing a WMI scan: Error : No response received from workstation. Probably the workstation might be switched off or does not exist. Has any encountered this error? Here are the actions I did to ensure access to the scanned workstation: verified the correct credentials under Credentials Library - credential is correct. ping workstation via ip address - all good ping workstation via hostname - all good added the workstation IP address on CMDB > Workstation > Edit Workstation
How to recover a deleted asset
Very early in our implementation and not using the product in production yet. As a test I created a PO and then an Order off an actual hardware order we recently made and will be receiving. Separately I installed the Agent on my laptop and scanned. When I scanned, the Laptop on the PO was named slightly different than the Agent-scanned version of my laptop (and they are the same Product). So to true up, I deleted my Agent-scanned laptop from the Asset list. I then tried to scan and grab the details
Issues returning all fields from Change API in Powershell
I’m having difficulty using the Change API in Powershell. I don’t understand why I can’t retrieve all of the values to populate in variables. I appear to be getting all of the raw information, however. If I make a standard HTTPS GET request to /sdpapi/change/217?TECHNICIAN_KEY=***obscured***&format=json, I get the following output: {"operation":{"name":"GET","module":"Change","result":{"status":"Success","message":"Change details fetched successfully"},"details":[{"changeid":217,"title":"Upgrade
remove decommissioned assets from the "assets involved" selection list on changes
How do I flag assets so they will no longer show up as an available asset in the "Assets Involved" selection list on changes? I've flagged servers with an Asset State = Expired in the CMDB but they are still available for selection on a change. This is confusing when we're righting changes that affect all of our servers. Thanks, Tammy Your Version : 9.2 Build 9210 Latest Version : 9.3 Build 9300 [Details] Database : mssql
refresh page when field is changed
hello all, how can i do re-fresh page when a field input is changed? i have if statement, so when user selected an input (ex: to destination field) the corresponding other field changed, but when user changed again the original input (ex: destination field), the corresponding field does not changed properly. I have to hit refresh so that template goes back to default options thank you
changeDBServer.sh to POSTGRESQL FATAL: role "root" does not exist
Hello.. I am unable to connect to ManageEngine SDP postgres when changing DB .. ************************************************************ DB Server Setup wizard ************************************************************ 1) Setup POSTGRESQL Server 2) Setup MYSQL Server 3) Setup MSSQL Server 4) Quit Go to [1/2/3/4] : 1 Host : localhost Port : 65432 User : root Password : xxxxxx DB Name : servicedesk --------------------------------------------------
How to setup multi-tenancy in MSP ServiceDesk Plus MSP
Hi all, I have my ME ServiceDesk Plus MSP, but I am thinking of setting up multi-tenancy on my environment. I have spoken to Sales Manager Alan in Singapore WHO sadly wasnt any help at all. I will definitely choose another product next year.... Disappointed in the after sales support. I was wondering if anyone technically can help me out here.... Regards,
Edit Reports Role
I'm trying to set a user up with a custom role to allow access to the modules EXCEPT admin. I've attached a screenshot of the role. When I log in as the user with this role they have access to view/run reports but they can not edit them. How do I give this access without adding the SDAdmin role? Thanks, Tammy
Need a AIX Agent to collect Asset data
We are trying to create a AIX Unix extraction that will send server data to our ServiceDesk Plus server like we do for all Windows and Linux computers but have not been successful. Do you have a AIX agent in use that may have been created and or used that I can not find within SD? If you do not have an agent I need help to troubleshoot why it is not collecting data even though it seems like it did send it. This is where it's sending xml file: hostName="TXBMEFTWP01" portNo="8080" protocol="http"
Windows Domain Scan issue: Issue while starting domain discovery.
FAILURE :Issue while starting domain discovery. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File. [09:29:11:318]|[11-22-2016]|[com.adventnet.servicedesk.asset.action.DomainScanAction]|[SEVERE]|[159]|: Issue while discovering the domains.|java.lang.NullPointerException at com.adventnet.servicedesk.utils.ServiceDeskUtil.getAdventNetErrorCode(ServiceDeskUtil.java:3816)
Replying to an email thread appends all emails in the full mail history
Dear Team, We are facing an issue : when a new request is created (incoming mail) with many people in Cc, and the conversation extends by changing the people in Cc, the reply mails picks up email addresses of all people in the entire mail loop in that particular request. But, we might have changed the people in Cc in between, which gets ignored and appends the Cc with all the email addresses. Actually, the To/Cc field should take addresses to the thread to which we are replying only. Have anybody
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