Search and indexing issue
Hi ALL We have issue with search in SDP after update to 14720 - no results if i try search by ID or title ( 14.7 Build 14720 MS SQL
Unable to Receive Items from PO -
I suspect this issue is due to the "_" underscore within the item name. We are not able to process this PO due to the error message. Anyone have a workaround or potential solution?
Issue with automatic status change
Hello - We added logic in SDP to automatically set the Request status to 'In-Progress' upon user/client reply. This works fine, however we are seeing when users/clients reply "Thank you" it obviously still sets the status to 'In-Progress' which prematurely
How to access Solutions without logging into ServiceDesk Plus most recent version
Good Morning, I need to figure out access to Solutions without logging in. I used to use the website /sd/ and then solution.sd=123 or something very similar. That does not work at all any more. Even a similar article here that has me entering /sd/solutionshome.sd
Is there a way to view ticket details from custom dashboard report?
Hello, is there a way to view ticket details by clicking on a custom dashboard report? For example, from a tabular report in bar chart format? In other ticketing systems, users are able to click on columns and view the tickets within that column. That
Asset Status is Not being changed to "In-Store" by following the Request - Custom function Script
Dear All, I was following the Knowledge Base Article available at the link and while configuring the Off-boarding template the script works fine and also end the relationships with the User respective Assets but the status of the asset still be "In-Use"
Getting a API key from username and password
Is it possible to use the v3 API to obtain an API key by passing the username and password? I'd like our technicians to use a script I created, but I obviously don't want to give them the plaintext API key. Instead, I'd like for the script to prompt them
Query for Tickets opened by hour by group
It is possible to add the group to this query? SELECT YEAR(dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (CREATEDTIME/1000),'1970-01-01 00:00:00')) 'Year', CASE WHEN MONTH(dateadd(s,datediff(s,GETUTCDATE() ,getdate()) + (CREATEDTIME/1000),'1970-01-01
requester change
Hi there for an on-boarding process made up of multiple correlated and sequential tickets, I need in given child request to set as requester the approver of the parent request Any idea? I found difficulties in retrieving the approver ....especially :-)
How to - I want change localhost:8080 to mysystemname:8080
Hi, I have installed ServiceDeskplus on my system for learning purpose. i want to change URL from https://localhost:8080 to https://<<mysystem's Hostname>>:8080 I tried to change the same in Admin->General->Advanced Portal Settings -> "Configure alias
Extra statuses doesn't get changed to Open when e-mails are added to the ticket.
In complement to the request status OnHold we have added two statuses "Waiting for External" and "Waiting for Requester" to track who we are actually waiting for. Both are set as "Clock is stopped" just like OnHold but now my technicians say that Requests
Permissions required to set the Site in Work Orders
Good Morning, I have recently been asked for our End Users to have the ability to update the site in Work Orders so that the Approvers know what site the end user is a part of. I set a rule to make the site mandatory. I have tried to find what permission
Inline images being dropped, no directly visible indication in the request
The technician have to look in System Notifications to find the e-mail that goes out notifying the user that an image was dropped. The e-mail does not contain the reason for dropping the image, making the user more confused as to why the image was dropped.
Inbound Email Pattern Matching (RegEx or similar)
Hi, Is it possible to read an email body to extract specific parts to use as the basis of a ticket. We have a couple of systems that send emails in a relatively structured format: System1 email: What happened: Your installed certificate TrustedPrivate2iPad
Remove Licence from Administrator Account
Hello Guys When I created my SDP instances I chose the administrator user as their owner, which was my surprise when I obtained the licenses for the program and realized that this user is assigned a technician license. For example, in one instance I acquired
How to delete Service category
Hi all i have SDP Standard 13001 i'm trying to delete default service category when i try, i got a message saying Service Categories [Application Login] were not removed as associated templates are active. i already deleted all default template from:
[SDF-25829] How to add additional fields in ESM Site - Organization Details
Hello ManageEngine, i whish to add additional fields in the ESM-Site details. The reason is that for our support technicians it would be great to see this information directly in the ticket informations when you open the site information of the requester
Cannot change the Department field on old tickets
We had a bunch of users imported without a department. We created 800+ tickets that were categorized as "department= Not Assigned We would like to change these tickets to have a proper department. Is there a script that allows for us to do this even if
Can IT Operations be run within the Facilities & Operations instance?
One of our customers asked a unexpected question the other day... "Would it be possible to run the IT Operation servicedesk function within the Facilities & Operations instance? We have tight cooperation between the IT teams and the Facilities teams running
What Mail Protocol for M365?
Hello - We've recently moved to M365 and need to reconfigure my Incoming/Outgoing Mail protocol. Can someone let me know how to configure and if there are instructions? A thread I found on here indicates EWS but I have not been able to get that working.
ManageEngine ServiceDesk Plus REST API - Get all conversations for a request or a change
Is there a REST api method available which can fetch all conversations for a request or a change? Also, is there same for adding a conversation to a request via REST api.
[SOLVED] Service Request Variables in Reply Templates
We have a requirement to be able to send notifications from Service Requests using the reply templates. Currently, it appears he only variables available to be used in the "Reply Templates" are pulled from "Incident - Additional Fields". We would like the availability to use our Service Request additional fields in a reply template so it will pre-fill the information. If this is currently possible, please let me know. I have no been able to find any other resources on the forums that pertain to this
Problems with SLA and weekends
Hi, sorry for my english I have a problem in service desk I have some SLA'S and i have the calendar with holidays and the work days. The weekends i don't work. If i make a request the SLA put the day in due date field. My problem it's that the SLA don't respect the weekends and the holidays. Can someone help me?
Cannot able to Associate the Asset to New Employee using the KB Article
Dear All, I was testing the Custom Function Article under the knowledge base section with the link but I was facing an issue while I am associating some assets to a New User with below error message while testing the Request Custom Script. Please let
csv import question
Hello SDP, For some reason, I'm unable to map the description field (default attribute) with my csv file. Is that a bug or the issue is on my side?
Holidays still count towards the SLA
Hello Everyone, I'm confused about the holidays feature in ServiceDesk Plus. I've added holidays but it still counts towards the SLA I set earlier. isn't it if I have added holidays then the SLA doesn't count? Please help if anyone can provide a solution.
Upgrade from 9415 to 10000 Encounter Error
Tried to upgrade version. Encounter error. Anyone can provide some insights to solve this issue. Thanks. pr 19, 2024 3:18:35 PM [com.adventnet.tools.update.installer.UpdateManager] [INFO] : Apr 19, 2024 3:18:35 PM [com.adventnet.tools.update.installer.UpdateManager]
Get field name into description field
Hello there, I'm trying to get the field name of a created "Additional field" into the Description field, and include it's value. So it would look like this. (Field Name) (Value) Device Type: Computer Ultimately I'd do this for any field which has a value,
Why is it that many pages in SDP have hard coded heights?
For instance. The Tech Availability chart refuses to be any bigger than 400px although it could take up most of the screen. It's an easy fix though. Change the matdiv class to 68-70vh instead of 400px and it works. So instead of this: You'll get this:
ESM Instance Type
I'm trying to create a new instance. For Instance type I have Blank, Human Resource and Facilities only. I want to create more instance types options. I want to know if it's possible to do that?
Query survey results for last 7 days
We are working on a scheduled report to email us all survey results for the past 7 days. For that, we are trying to build up a query that can extract the required survey results and we fail to do so as the queries are not generating any output nor error.
Report to show support group changes
Dear Team, Is it possible to create a report in SDP or advanced analytics that shows all requests that have been transferred from one support group into another support group. I want to see how many times that this happens over a period of the previous
Server Issue - logs
We’re encountering a situation where the disk is becoming full because of the SDP logs. These logs are generating an excessively large syslog file that continually records the same error. Upon halting the logs, we no longer encountered the issue. The
Request Management - number of requests submitted per hour
Count of request inflow per hour - provides an insight on monthly opened incidents per hour. It provides you a quick determination on timeframe that received a large number of incidents. This information can then be used by an incident management administrator to determine if a particular department requires additional resources to efficiently manage the number of incidents. PGSQL: SELECT EXTRACT(YEAR FROM (to_timestamp(wo.createdtime/1000)::TIMESTAMP)) "created time", CASE WHEN EXTRACT(MONTH FROM
Change the Department after the users has raied a ticket
Hello, I have had a number of users that have created job tickets before we had the full information on them, i.e. we did not know their department info. we have now updated their department data but the reports are still showing that they have no department listed, but does show other data which is up to date. how can I change the department info on the raised job tickets Thanks Iain
Failed upgrade from 14600 to 14720
Hi, During upgrade from 14600 to 14720 I had an error: ------------------------------------------------------------- Going to take full backup with file attachments ------------------------------------------------------------- Backup Directory : .//backup/backup_postgres_14600_fullbackup_upgrade_04_10_2024_21_17
attachments from application
Would you like to know why in version 14.720 in the iPhone application you can only attach only 5 photos at the same time?
Work Log Type by Site
Hello - Is there an ability to configure Work Log Type by Site instead of just a long flat list of values that can be used for ANY Site? For our internal time tracking system, we often have different Work Log Types for each Site (our customers) so this
Technician facing permission issue.
Dear, We have one user who is a technician and part of a group but always get permission dined whenever he raises a ticket (Warning) but even though the ticket gets created! Please find attached for your reference. Thanks
Save purchase Module sorting .
Hi In the purchase module, sorting to see a purchase's request is not saved. and after entering this module and seeing the newest request, I must sort again. I suggest that the sort change to save mode be made automatically after last selecting an item
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