ServiceDesk Graph Collecting Emails and Breaking
Just wanted to check in with everyone—has anyone else experienced ServiceDesk maxing out CPU usage when processing emails with large attachments, and then essentially giving up on processing the message? We've encountered a few situations where a single
SDMSP iphone app updated, won't connect "provide a correct server".
Subject says it all, last night my iPhone app updated and now it won't connect. I've confirmed this with another user who also updated and now can't connect. It asks for the URL to our SDMSP site, but fails with the above error.
Within MSP 14910 export of Reports as PDF idles with Window Export Configuration Checker
Hello, we upgraded from 14610 -> 14840 -> 14910 recently (linux) and discovered issue with exporting Reports/Job sheets/... as PDF. Reports including statistical graphics won't be exported as pdfs, whereas reports including tables will. Our Testsystem
Using Organizational Roles in form rules/scripts
I'd like to do the following but I am running out of ideas. I'd like to validate the requesters organizational role with the aim of showing/hiding fields on the ticket form. For instance, if a requester is a member of the Organizational Role "Line Manager",
How to set auto email for tickets coming in after hours
Hi there, I am wondering if there is a way to set automatic emails to be sent out to people if they reach out to the help desk past a certain hour. So, if a person reached out via email to the helpdesk, they will receive an email right away. Currently,
Send Mail function via Print Job Sheet hangs up
We have upgraded our Service Desk Plus MSP instance from 14610 to 14840 and then from 14840 to 14910. The problem we have now is the following: In Incident Management within a ticket there is an option to click on Print Job Sheet. Our customized template
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
[Free e-book] The handbook for MSPs to achieve profitability
Hello folks, We're excited to share with you our latest e-book that focuses on nine critical metrics for MSPs to achieve profitability in challenging economic times. In this e-book, you'll discover metrics that can give you multiple perspectives into
hyperlink removing from incoming requests
Good afternoon Is it possible to automatically remove hyperlinks when creating incoming requests via email in Service Desk Plus MSP? Or converting incoming requests to plain text.
Problema de Algunos usuarios de AD que no se autentifican a ManageEngine
Buen día, Señores Tengo un inconveniente con algunos usuarios de mi AD que no logran autentificarse a la mesa de ayuda, algunos si entran y he verificado que no estén bloqueado, he probado cambiar desde mi AD la clave de dicho usuario para corroborar
Change module- Field and forms rules not working
We have been upgraded to a new version and the Field and Form rules from the Change Template are not longer working. Could you please let me know what are the mininum configuration required for the rules to work? Please assist
Not able to access Batch Files from Servicedesk folder in the Service desk application Server
Not able to access Batch Files from Service desk folder in the Service desk application Server. Getting error permission issues. Please help.
Integrating Service Desk Plus MSP with Whatsapp
Hi guys, I hope everyone is well! I am trying to integrate WhatsApp into my current hosted instance, but I can't make it work! I followed every single step on https://pitstop.manageengine.com/portal/en/kb/articles/whatsapp-integration-with-servicedesk-plus-msp;
Reply to request not working from the internet
Hello, I have SDP-MSP installed on AWS windows instance; it is protected behind FW and WAF and accessible from the internet. Internal URL: https://ec20908:8080 (SSL cert is the self generated one) External URL: https://servicedesk.company.com I can login
El servicio ManageEngine ServiceDesk Plus se cerró con el error específico de servicio %%4294967295
Hola, Esta noche el servidor se ha reiniciado por parcheos de windows y ahora no levanta el servicio. Me sale este mensaje de error con id de evento 7024 cada vez que levanto el servicio "ManageEngine Servidesk Plus" El servicio ManageEngine ServiceDesk
Automatically send a mail to a requester from a task
Hello, I would like to send a mail to a specific requester from a task as soon as it is executed. Is this possible? And if so, how? Best regards Nina
Check if the external website is added in security settings.
Trying to add the Zia wiget to my website in wordpress. I have published the code but the website shows this error. Check if the external website is added in security settings.
How to create a ticket tracking report without the Project Management Module
My role is to track tickets daily, read the notes and messages back and forth to clients, and generate a report to share with technicians to keep them on track. Notes and messages are vital. How are other people making a ticket tracking report, esp without
Automation
Hi There, I want to create a rule to do the following. When a customer replies to a ticket/request, I want the system to automatically change the status for me to my Awaiting Agent Status. Then when a Technitian replies to the customer, I want the system
Allow Public Self Service Portal Access
Hi All, How can I allow users to browse my self service portal without logging in?
Reports not working after migrating to a new server
Hi, we performed a migration to a new server following the guide (https://pitstop.manageengine.com/portal/en/kb/articles/how-to-migrate-servicedesk-plus-from-one-server-to-another) Everything is working as expected. However, all reports show the following
Can I Import request with the approvals details from one site to another ?
Can I Import request with the approvals details from one site to another ? I've been trying to do that but the request transfer and also the custom fields (If previously created on the new site) but the approvals are not, and I'm trying to confirm is
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
Unable to restoredata. Incorrect Password to restore the backup files
Hi all, i need help on this. my company's server got crashed and we urgently need the data in the ManageEngine ServiceDesk. Luckily, we have the backup every month. Now, I attempted to install the MSP into my laptop and hopeful that I can retrieve the data as .xml or .xls. this is the steps i have done. 1. run restoredata.bat 2. select my backup database 3. the system prompt me for a password and I dont have one. Kindly assist on how I can continue. below screenshow is the outcome i have tried 'sdp123!'
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
Updated Masterclass video
I have been watching the Masterclass 2024 video and the menu items in this video are different to the options I have in the version I installed recently. I am running version ManageEngine ServiceDesk Plus - MSP 14.8 For instance I do not see the multi-currency
Rules before closing ticket
Hi, Are there any options on SD+ to ensure that some criteria are met before the ticket is closed? For example, when a technician tries to close a ticket without a category and a subcategory, the system doesn't allow the user to close the ticket. Th
SAML auth with EntraID fails with error code 60
We have setup the following attributes for authentication on EntraID And these attributes on SDP MSP: Am I missing something?
Custom Report - Two Date Filters
I am in need of a report that will show me everything that was either Created last week or Resolved last week for a specific technician. I am not seeing where I can select both the "Created Time" and "Resolved Time" for a report. I'm left with one or
Asset Management Software/Software Licenses
My company is starting to use the Asset Management module now. I was wondering if anyone one here uses this and how the Software Licensing is working
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
Custom columns synchronised between EndpointCentral and ServiceDesk Plus
Hello. We have ManageEngine Endpoint Central integrated with ManageEngine ServiceDesk Plus. In the UEM computer inventory (Inventory--> Computers) I have added two custom columns, but in ServiceDesk within the asset inventory they do not appear in the
Unable to generate Report: SDP 14.9 Build 14940
When I try to generate report I get below error: This is for advance matrix reports and for Tabular matrix report Please I need help
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
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
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
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
Next Page