error restoring data
i have issue when restoring data in ManageEngine service desk plus from one server to another , although the database are same version and also ManageEngine same version and build number . it show error in restoredata.bat "error restoring db "
Unable to send via email Forgot password, error message
Click the Forgot Password Send link, and it will show that the sending was successful, but the relevant email cannot be received. Check the Log for error messages. Subject : Password reset link for XXX SystemNotification : true" ERRORMODULE="MAIL_SENDING"
License Issue
I am using Manage Engine Service Desk Plus free edition. I am facing the license issue after 1 year. Is this free version available only for 1 year?
send notification failed
I can not respond to email, failure appears. Here and print logs. Tiago Toledo - Bigode Blog: http://www.pastelariadigital.com.br
Use Case: match Requester Job title with additional titles fields in the services and if same keep the approvers workflow if not add 2 addional approvers in the workflow
Dear Team, We have a Use case and need your assistance with it We Have a service request called X and need to match the Requester Job title with additional titles values fields in the service template if same value match with the requester job title keep
How to Manually Close the Task if it is associated to the Change and the Change is Closed?
Dear All, I have noticed that if a Task is created on any stages of the Change request and if the Task Status is sets to "Resolved" and the change request is also set to closed. As a Service Desk plus administrator, I cannot able to set the Task status
Keep the PO sidebar permanently collpased
Is there a way to keep the PO sidebar permanently collapsed vs having to collapse it manually every time?
New version feature change - The addition of emails as conversations is disabled.
SDF-115490 : Users can now disable addition of emails as conversations based on email headers. After disabling, conversations will be added based on the entity ID in the email subject. Click here to know more. Hi So I think this means that the system
Escalation tracking
Hello All, Is there an effective way to track escalations that you all use? I am looking to be able to track and report on automatic and manual escalations.
Updating Change Stage/Status Through API V3
Hi all, Have started using the API v3 for creating changes, and don't seem to be able to update the stage and status of a newly created change. I am using the following API: https://www.manageengine.com/products/service-desk/sdpop-v3-api/changes/change.html#edit-change
Set a reply template as default
Hi, We have a reply template that we want to use as the default template. There is no option to actually select that template as the default for every reply. What we have to do is select if from the dropdown. Is there anyway to set as default?
customise outbound emails
Does anybody know how to customise the outboard emails? I want to customise the "Approval required for Change" email.
Download All Email Templates
My boss wants a copy of all email templates that are in SDP for review. Is there an easy way to download the content of all emails and how they are set up? Or do I need to go into each template and copy/paste it into a Word document?
Requester to view Change tab and add Change ticket
Dear Support Is there any way for me to grant access to our user/request to add Change and view Change tab? Thank you.
Add Asset to All in group & Assigned to Technician in Allow technician to view section
Hello, I need to allow the technician to view my site assets as separate. It will be great if you separate this section as well Thanks to the team
Notification Variable for Request Solution date/time?
I'm attempting to set up a very simple additional notification on a certain request type, but cannot seem to find a variable that can be used to insert the ticket resolution timestamp: Does any such variable exist that can be used here?
Is posible to send notification to technican after user add attachement without using reply?
Some users posting additional attachments without including it in the reply, but by modifying the ticket itself. In this case technician does not receive any information that user has changed his ticket. I didn't find an option to add a custom trigger
Global function doesn´t work
Hello, I tried to use a global function called “Create new request from main request” in the lifecycle when the main request is closed, but it didn't work, what did I do wrong? PS: It is worth clarifying that I filled the data requested by the function
Query on assets associated to Problems.
Hello SDP, I'd like to run a query reporting all assets associated to problems. The report would include, asset name involved, Problem Title, Problem ID, Problem description.
Report on CIs that do not have any relationships
Hello SDP, Is that possible to get a report on CIs that do not have any relationship?
Any query/script to logout active session ?
Hi, I am experiencing a certain problem with users who are having problems with the message they receive from ServiceDesk. "There is an active session for this user. Close all active sessions and log in again." After clearing cookies, browser cache, clearing
Set Ticket to Email User based on no activity
Hi, I want to setup in SDP a status called "waiting user" that will email the user asking if they still need assistance after the ticket has been open for 3 days with no activity and then again 3 days later and 3 days after that close the ticket with
Mandatory: Asset Additional Field
Hi Team, Is there any way to set mandatory any Of the additional fields in Asset Explorer? Please confirm. Thanks Mostafiz
Deluge Script to share Request to a department
Hi I‘d like to do a Deluge script to create a „Request Custom Function“, so I can use it in a „Custom Trigger“ to share special new Requests to a Department „9020“. Like I can do manually in the GUI. I‘m beginner in creating custom functions. I‘m very
Dynamic fields
Hi all, Version 14.3 Build 14304 How can I populate values dynamically in Choose access drop down based on the values chosen in Choose Application dropdown? This is my form: Thanks
Status Comment in notification email template
In SDP I have added a custom notification trigger which will notify the assigned technician when a request is taken from OnHold to Open. I was wondering whether there is any way to include in the notification email template the status comment from the
How to Make Notes Mandatory if the Status is Set to "Onhold" only on Service Request?
Dear All, Is it possible to make "Notes" mandatory on Service Request if a Technician is setting the Status to "Onhold"? Currently. I believe it is possible through mandating it by making use of "Request Lifecycle (RLC)" on specific template but is it
standart file in backout plan changes templates
Hi I have a change template. I want to add an existing procedure files to the bacout plan and roll out plan. When this change is initiated, the standard should automatically appear in this template.
SDP telephony integeration :what's wrong with telephony integration ???
watch the attached video first hey guys I changed my Isabel telephony firewall settings . and telephone stopped working. When I attempt to access the settings by pressing the button, the page opens briefly (approximately 1 second) and then closes automatically.
Approve status to be sent
Hi When I send a request to approver, approve status change to"To Be Sent" Whats "To be Sent"? and Why approver can not see request for approval?
How to set up automatic transfer of work orders to other technicians when technicians are on vacation
Hello，SDP have this setting ? SDP VER 13.0
How can we mandate the Task Comments while Setting the Task Status to Onhold?
Dear All, Is it possible to mandate the Task Comments while setting the Status "Onhold" by the Task owner? Currently, we've made the Task comments mandatory if the Task owner is setting the status to Resolve/Close. Regards, Wajahath Farooq
Doesn't SDP automatically skip a level if there is no data mapped to the Org role?
Hi Guys, I have a bit of confusion here. There are 2 levels of approval in a service request. First one goes to $Department_Manager and second level goes to another email ID. Now, for some certain Departments there is no data mapped to the Department
AD Account Credentials No Longer Work
We have been using ServiceDesk Plus for years, no recent changes, and as of this morning all of the technician's AD based logins were showing as Incorrect Password and has everyone locked out. The local admin password is also no longer working, even after
Delete Users
How can I delete all users from the Users list in my Dev instance.?
Masterclass 2024: Episode 4—Extend proven ITSM best practices to other business functions [May 30]
Hi there, We are excited to invite you and your team to the fourth episode of this year's ServiceDesk Plus Masterclass series. In the fourth episode of Masterclass 2024, we will discuss how you can effortlessly enable other departments like HR, legal,
Assign a task to a user
Is there a way to create a task and assign to a user (none technician)?
Global search for resolved requests using additional fields
I am using ManageEngine ServiceDesk Plus v11.3 and I need to search for resolved requests using their additional fields value. Apparently it is currently working on open requests but not on resolved ones (no matter when they were resolved, not working
How to upload/update asset description in bulk?
Dear All, We are trying to upload the Assets Details in Bulk through a .CSV file. While mapping of fields with .csv file and service desk plus field, it won't show the Asset "Description" field during mapping. Currently, we're updating the Asset Description
$SurveyContent variable doesn't work in ticket-closure notification
I accidentally deleted the survey buttons from the bottom of our ticket-closure notification. Re-adding the $SurveyContent variable does not bring the "Satisfied" and "Not Satisfied" buttons back, therefore my users cannot complete a survey. In addition,
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