API Issues
Upon upgrading to version 14720, all of forms that use an API are no longer working with the error message below. {"response_status":{"status_code":4000,"messages":[{"status_code":4001,"field":"authtoken","type":"failed","message":"Extra parameter(s)
Field and Form Rules for Editor
How can I fix either of the scripts below so they will set the editor field based on another field on form submit, this sounds pretty simple but it is not natively available in triggers or business rules because the Directly Reports-To field can be different
How to Import Servers Inventory from Redhat satellite 6 Management Platform?
Dear All, Is it possible to auto. import the inventory of the redhat servers directly from “redhat satellite 6” management platform to our assets inventory (i.e., servers) instead of deploying UEM Linux agents on them? Please let me know if there is anyway
Can I create a dynamic field that pulls from already-existing sdp fields?
I often have regional presidents requesting services on behalf of their sites, so when they submit a ticket, the site of the request may be (Corporate Office), but I'd like for them to specify which site they are requesting service for one of the sites
How to auto. populate selected asset details on the request additional fields?
Dear All, We've created a Service Template namely "Request for Smart Phone" which will populate only specific asset type (i.e., Smart Phone) if the Status of the asset is "In-Store" using the attached FAFR Script. If the specific smart phone is selected
How can we populate Request ID's and get auto. linked to the Request?
Dear All, We have built a Service Template with five (5) Fields namely: a) Previous Request ID (Text Field) b) Previous Request Requester (Text Field) c) Previous Request Subject (Text Field) d) Previous Request Description (Multi-line Text Field) e)
Integration with Microsoft Approvals
We have not historically made use of Approvals for Requests. I did just have a moment where it would have made sense to use, but since our end users are not familiar with receiving approvals from ServiceDesk Plus, I decided to just send an email. This
Issue renewing SSL certificate
Hi, our SSL certificate for on-prem expires 13/09/2024. I tried the commands that we used last time. 1. keytool -genkey -alias desgnas152.hgroup.intra -keyalg RSA -keysize 2048 -keystore sdp.keystore -ext san=dns:desgnas152.hgroup.intra,dns:dsgnas152
Option to add additional fields in the resolution tab.
Sometimes the technician has to add extra information about a ticket solution, for example: affectation time, if the solution was definitive or temporary, etc. Currently the technician has to enter the details tab, go to the ticket properties and add
default postgres password for servicedesk 11
Hey, I tried every password like: sdp@123, SDP!123, postgres but still no success. Can anyone help me?
Unable to login
This morning none of our technicians appear to be able to log in. We attempt to login but the login page redirects to a page with /j_security_check on the end. The serverout.txt has the follwoing around user logins: [11:00:13:976]|[02-21-2017]|[com.adventnet.authentication.internal.WebClientAuthenticationManager]|[WARNING]|[171]|: PAM Exception caught while validating in WebClientAuthenticationManager : null| [11:00:13:976]|[02-21-2017]|[SYSOUT]|[INFO]|[171]|: [JBOSS] JBossSecurityMgrRealm: User:
SDP integration: SSL import on Endpoint Central side after expiration
Hi, Team, my customer has Endpoint Central UEM integration to have EC agents on their assets. When it was installed, it was running on a trial version and as it runs on https, an SSL certificate was imported to it. Everything was running until the certificate
Adding a Group to CC When Replying to Requests
Hello everyone, I have a quick question regarding email functionality. Currently, when I reply to a request, I have to manually add each email address of my IT team members to the CC field. This process is quite time-consuming and prone to errors. Is
A way for task technician to email the requester from a task in a ticket and get notification when requester has replied
A ticket with many tasks assigned to various technicians. The task assigned technician needs to email the requester and doesn't know when the requester responded because they are only assigned to a task in the ticket not the ticket.
[ServiceDesk Plus API] How to use the input_data param and the filtering in general
Hello, recently I started researching of the ServiceDesk Plus API documentation and I got stuck when I try to use the available filtering. As per the documentation - a URL param 'input_data' is expected to be sent - but when I send it - I got the "400
API function http://localhost:8080/api/v3/requests/<requestId>/move still available?
Hi Is the API function move still available? I get a an error when I try to use it. I a PUT request.
not able to add a second Technicians
ServiceDesk Plus Standard edition - I am not able to add a second Technicians. If I do "Change a Technicians" choose a name and try "Save" I got error "Your license type does not allow you to add more than 1 technician." But if I look into this page https://www.manageengine.com/products/service-desk/sdp-editions.html
Requesters unable to see resource product descriptions
Since upgrading to 14700 from 145XX i've noticed that requesters can no longer see the product descriptions on the resource products. When clicking on 'View Details' instead of the description showing it now throws an error 'User does not have this permission'
[Analytics Plus webinar] 4 ways you're draining IT resources
Hello there, Stop letting performance issues drag down your service desk. Tackle inefficient IT practices head-on and end resource-draining inefficiencies once and for all! Join our upcoming webinar to discover data-driven strategies that uncover and
Masterclass 2024: Episode 7—Designing and implementing minimal-risk changes with ServiceDesk Plus [Aug 29]
Hi there, We are excited to invite you and your team to the seventh episode of this year's ServiceDesk Plus Masterclass series. In the seventh episode of Masterclass 2024, we'll learn how to set up the essential configurations of change enablement in
SAP integration with SDP
Dear Team, Kindly share me the details for SAP integration with SDP uses cases did for exiting ME customers.
Priority set by email importance
Hi All, Would love to be able to set the priority of a SDP request based on the email "importance" field. Our SDP Priorities are: 1. Emergency 2. High 3. Normal 4. Low All new requests are set as "3. Normal" until they are reviewed. I'd like to be able to set SDP so that any email with the red ! flag goes straight to "2. High" and any with the blue down-arrow are set to "4. Low". Thanks... and keep up the good work. Brad
Uniqueness of scanned assets (SNMP)
Hi, Team, Workstations have "Service Tag" and "Computer Name" as criteria that help to identify their uniqueness. How does it work on SNMP-discovered assets, such as printers or switches? It seems that they don't have the "Service Tag" field. Does SDP
Auto-Generate Code for "Org Serial Number" when creating an Asset
Hi all, I would like to use the field "Org Serial Number" in the Assets to assign a secuencial number that identifies the asset, this sequential number would varies depending on the type of product. For example: laptops ==> 1001XXXX desktops ==> 1002XXXX
Department Roles based on jobtitle
Hi, Team, it would be nice to configure department roles based on job titles (just as you have on User Groups). This way, you wouldn't need to manage these roles whenever people change their organisational functions. On the other hand, it could be useful
Custom Module Refer Lookup Field
Hi, I want to use User and Department and Asset fields in Custom Module that I created in SDP. What should I do? Thanks
Can we add informational popups/alerts to users on the forgot password page or login screen?
I'd like to tell my users that it may take up to 30 minutes for their password is replicated to the helpdesk? our AD Sync tool runs every 5 minutes i believe, so its just when users are trying to get back into the helpdesk before the delta sync runs to
how to jump from softphone client to new ticket creation
hi Trying to figure out how to jump from my softphone to creation of a new ticket. I would like to use the callerid from softphone to select the correct requester on the request? I can see that a new request is called with the following uri, https://xxxx/WorkOrder.do?woMode=newWO&reqTemplate=13201
Assigning a request to a change (Deluge)
Hi, Team, I'm trying to assign a request to a change using deluge. I've checked the URL and the input_data values but it still returns an error while running it on deluge. However, using the same data on API documentation works without any errors. The
What are Resource Sections and Resource Questions
Hello, What are the usage scenarios for Resource Sections and Resource Questions? And what are the effects of using or not using it?
Support recurrency schedule or task?
Dear All, May I know if SDP supports recurrency task for technical ? Like the task is monthly reset password for specific system Best regards, Issac Chan
SD Plus Report to include date but not time?
Hello We are using ME SD Plus version 14750 and are looking at producing reports using columns such as created date/time and completed date/time but not having the actual time, just the date. We are moving from a very old Support center version that when
Sind outgoing email from many mails.
Hi, I have many groups with different users, each group has different types of requests. When they replay on a request. I want change sender mail to different mail depends on group or rules.
SAP Integration with ServiceDesk Plus
Hello, Does ServiceDesk Plus provide integration with SAP HANA S4? Thanks & Regards, Ramesh
Can't log in on mobile
Please help me, when I update to the latest version 6.0 I get the error: Technican key in the request is invalid. unable to authentiicate
Can administrator log out a technician that did not log out himself?
I am noticing that a lot of technicians log in to SDP and then never log out. Is there a way that the administrator can log them out? Without disabling their account? Diana
Change Status to Pending Automatically
Request Status can change from Pending to Open automatically when a requester responds to the ticket. But I have not been able to find a way to do this in the reverse, as in have it go from Open to Pending when a Technician responds to the Requester.
Custom Module associate to Request or Project or PO
Hi, I want to connect or associate Custom Module that I created in SDP to some specific requests or projects or PO. What should I do? Thanks
Query report to extract list of technicians with related information
Hi, I would like to create a query report that can extract list of technicians with following information: 1. Login Name 2. Name 3. E-mail Address 4. Assigned Support Group 5. Assigned Role 6. Status of Tech Auto-Assign (Round Robin - Yes or No) Condition: The extraction is only for technicians assigned to support group that starts with "FINSSO". Really looking forward for ME feedback on this. We are using MSSQL, SDP 9.2 Build 9241. Thanks & Regards, Adilah.
Custom Module API
Hi, I think Custom Module feature is useful for me, but I can't find any API for add or edit or delete record to Custom Module. How to access to Custom Module API document that I created in SDP? Thanks
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