Database failover to another server
Is there a simple way to sync pqsql databases of servicedesk to another server, I don't want to use failover procedure I only need the servicedesk to be synced to another server so that if first server fails the second server should be synced with latest data and can be started manually?
Task Deletion
Hi, Would it be possible to disable the access to delete task for certain users?
ESM and number of techs per license
We're creating our first ESM instance. Only two users/techs will be using this instance. We do not want either of these techs to be an admin--just regular techs. How does the licensing work in this scenario? And how does the "Owner" work in this scenario? We want any of our current SDP admins to be able to manage the instance. We do not want the techs assigned to it to manage anything. I feel like we would only need a two tech license for this, but I just wanted to make sure because I'm a little
Reply on closed Request behaviour
Good Day Everyone If someone replies through E-mail on a closed request, we are using the Option "Append the reply as conversation to the request and notify technician". This seems to work fine. However, if someone replies to a request who is not the Requester, then the ticket will be reopened. For us this is not really useful since a lot of people are often involved in solving the case and might answer afterwards, not just the requester. Is there any way to solve this?
How to stop using TLS1.0 when fetching emails
Our exchange server must have TLS 1.0 disabled to pass a security audit. However we have noticed that the handshake from ServiceDesk, when collecting emails via POPS, uses TLS 1.0. See wireshark output below. How do we force ServiceDesk to use TLS 1.1 or 1.2?
SDP SAML SSO
Hi, is possible to use SAML authentication for SSO? Your Version : 9.3 Build 9327 Thank you Jacir
ITIL 4 compliance - Is SDP and SDP MSP compliant with ITIL 4?
Is SDP and SDP MSP compliant with ITIL 4?
Solution Search is not displaying expected Solutions
Hi folks, I've submitted a support request, but I'd like to ask the community if you are getting similar results (or lack of results) when searching for solutions. We're really trying to push the use and adoption of our self-service portal. We're experiencing some issues for both technician and end-user searches, and we would like advice about how we could better create our solutions or, if it's not just us, bring to light some challenges that might be addressed with a technical solution. I'm going
Add Resource to PM and Incident Template
Heelo Is a way to add Resource to PM and Incident Template in Servicedesk plus?
[SOLVED] Upgrade to 10 error from 9.425
Hi all i try to upgrade from 9.4.2.5 to 10.0 and i have a popup with: "please start and stop the service desk service once before upgrading" I start the service and stopped, but i received the warning continuosly. Can i help me?
How to Add/associate Purchase Order number in CI Details of already existing or new workstation asset?
Hi, I see there is Purchase Order number field in CI Details of an asset, for example a workstation asset. But I cannot find any way to edit or add a purchase number to it. Can anyone show me the steps? Thank you all... We're using the latest ME ServiceDesk Plus version 9.1 build 9111.
Adding more then 5 layers of approvals
Is there a way to add more then 5 levels of approvers? We have a few reqests that typically require a few addtional approvals then we are currently able to add.
[SD-82943] IE11: Error message when running a report
Had a few users report this pop-up message when running a report. IE 11 MS SQL v11004 The report does run afterwards and users do not receive the message in other browsers.
how to make technican mandatory and remove unassigned technician.
does anyone know how I can removed the unassigned technican option? I'm trying to prevent users from throwing tickets into unassigned.
how to attach a file to a request with REST API v.3
Hello, can you provide an example of how to attach a file to a request with a given id with REST API v3? There is no documentation for that, just a tool in admin- api which uploads a file but doesn't say how to do it... I tried : input_data={ "attachment": {"request": {"id": "979"}, "name": "filename", "content_url": "correct url to some file with filename" } } result: {"response_status":{"messages":[{"status_code":"4001","type":"failed","message":"value for fields [name] [content_url] is incorrect"}],"status":"failed"}}
How to unselect all checkboxes in a resource
My new employee on-boarding form is complex. I have a summary box that contains checkboxes for a number of services. Simplified Example: [ ] Email [ ] Billing System [ ] Medical Records System ... If the user checks off one of the services in the summary box, I display a resource box specific to that service. If they uncheck the resource, then it hides the resource. For example, if someone selected Billing System they would now see a resource Billing Details [ ] Insurance Module [ ] Scheduling
Unable to View Tickets
Experiencing an issue where some users are unable to view tickets to regions/sites that are assigned to their profile. This doesn't happen to every person or every site. It is random. Any help with this issue is appreciated.
Login: "User does not have sufficient privilege."
After updating to build 9112, we some times see this error when logging in: "User does not have sufficient privilege." Even after rebooting the server, closing browsers & clearing caches, it still happens. It happens in both IE and Chrome. It happens to regular users and admin/technicians, alike. It happens when logging in to the main page as well as using links to specific solutions/requests. Ideas? Thanks
[ SOLVED ]Solutions Last Updated Changes When Solution is Viewed [SD-76330]
I have noticed that the Last Updated field in a solutions record changes by just viewing the solution. I have included a screen shot of this behavior. The history shows it was actually last updated in 2018, not today.
SDP ESM: Resize blocks in the ESM portal
Hello Support. We are currently using SDP ESM v11005. A question. How can we resize the blocks of the SDP instances within the ESM Portal? The "ESM Portal Customization" configuration preview appears as follows: But within the ESM Portal, shorter blocks appear: We need the blocks of the instances to appear more elongated (Resize sizes). Regards. Rafael Vega.
Seperate Database between Department in ESM
Hi and good day, We are on planning to upgrade our current SDP to ESM. The concern is the database. We are using MS SQL. The problem is can the database separate between department. For example IT, Legal, and HR. For Legal and HR the data is confidential so that we need to separate this database in order to make sure the confidential of the data. Hope can hear from you soon. Thanks.
Mandate attachments while resolving request
Is there any possibility to mandate attachments when resolving a request?
[ SOLVED ] Word Wrap Broken Request Description [ SD-81249 ]
Hi there, I'm not sure if this is known bug for this version or if other customers are experiencing this but in 10.5 Build 10510 we were having an issue with text in the request description not wrapping correctly. I've seen it impact on requests generated by the portal but I'm not sure if there are more instances of this happening. To fix, the CSS needed to be changed in: sdp-style-new-ext.css .atp-container .preAttach, .atp-container .size { display: inline-block; font-size: 13px; overflow:
Send no e-mail or notifications to specific user account
Hi all, I'm looking for a solution for the following situation: For some application a user account has to be created when a new employee is hired. The HR department sends an e-mail with the required information to SD Plus. The From e-mail address is for example "hrdept@ourcompany.org" and subject is "New employee". I have created a business rule so that the call gets a specific "HR-request" incident template and the correct team assigned. The call requester is set as HR department with their e-mail
I can't remove the evalcopy div in topbar
Hello, Few weeks ago (more than a month) I installed and configured a free version of ServiceDesk Plus. It shown the evalcopy expired trial div but I can't remove or hide it.
What's wrong here . . .
I'm trying to get my scripts updated to API v3 in order to do the upgrade to the latest version of Service Desk. I am completely stuck and I do not understand why. I have quite a few API v1 scripts that work just fine. Yes, I understand there is a lot of difference, but I cannot make even the simplest of scripts work with v3. Here is one example of an incredibly simple script that works fine in v1 and absolutely refuses to work in v3. The v1 version of this script runs as a custom trigger and
"Reporting To" info using API
Hello, I am trying to get the value from the "Reporting To" field for a specific requester using API. I have used "Get All Requesters" but the API doesn't return that value. Do you know of any other API that I can use? Thx
Can custom triggers can wait for an Approval
I have created a Costum trigger which on creation of service request. But it does't wait for the SR approval, how we can trigger costom triger after SR approval
API class for .NET
I am wondering if there is a prebuilt class for using the ServiceDesk?
How to use Exchange Online for ServiceDesk Plus email inbound and outbound?
Hi, I've not had much luck configuring ServiceDesk Plus to Exchange Online. Should this be possible and are there any gotchas? Thanks
ManageEngine ServiceDesk Plus running EXTREMELY Slow
Hello, I have ManageEngine ServiceDesk Plus running on a SLES 12 OES 2018 environment. Recently, when users are creating tickets or if I am trying to check on solutions it can take up to 15 minutes for anything to happen. Does anyone have any advice on how I might be able to fix this? The Server has plenty of space and I have not made any recent changes. Thank you. - Victoria
Notification - Re-open
Hi there, We're getting multiple notifications triggered for the same event and I'm wondering if there is a way around it? We put tickets into a 'STATUS' of 'Awaiting User Info' with the timer stopped. We do this when we need more information from the user for investigation. When a user responds we get x2 notifications: • Alert(or Notify) technician by e-mail when there is a new reply for the request. • Send e-mail to technician when the request is reopened by the user. This seems to
Incident - Additional Fields Text Pick List Limit doubt
Hello, I have a little doubt about: additional fields for request templates. If i create a text pick list additional field those this one have a certain limit¿? For example we are planning a control of versions from a software and we want to specify in the request on wich version that software incident was. The thing version changes are getting more and more common, and if a pick list text field has a limit of items to be added would be a stopper for implementing this option for us in the future,
I want to add value at pick list more than 900 data
Hi I want to add value at Pick List in Incident - Additional Fields. I have more than 900 data but can't add it. How I can do? My Version : 9.2 Build 9212 (Standard Version)
[ SDF-39462 ]Request Delete - with attachments
I am seeing plenty of SQL scripts used to remove requests or archived requests based on whatever selection criteria you choose. I am generally looking to purge older archived requests.. the typical "seven years" scenario where I don't need or care to see requests past that time frame. Much of our ticketing process involves attachments on the emails as originally submitted, as well as later-attached files onto tickets as they close. Will running these scripts in pgsql also remove all the related data?
Email ID of the requester disappears for the second time
Hi Team, Email ID of the particular requester in the service desk plus tool gets disappeared for the second time even after adding it a month back during the same issue. We get to know about the issue once the requester stopped receiving notification. Please check the issue and provide us the permanent solution.And will this change be recorded in any logs??. Regards Karthikeyan R
Unable to approve requests.
Hi , We are unable to approve requests (Change and Incidents - as applicable). PFB the screenshot for the same. Approval is in pending status, but when attempted to approve, gtac response by default shows already approved. Pl suggest way ahead to resolve...
How do you automatically assign an IT request as a P1 based on certain criteria
Hi. I’ve been told there is a way to automatically set an IT request as a P1 when it’s generated on Manage Engine. Could you do this if an email is received with a certain criteria. Sent from: xxxxxx Subject: xxxxx Thanks, Paul
Email Notification Sending Failed
Please Help, Suddenly we are not receiving any email notification at all in SD plus. I tried replying to a request and error is coming "Email Notification Sending Failed", i checked the system log found a lot of error message " Exception while trying to send notification for Request ID: 4488 Mail Sending Failed." Thank you in advance for the support.
Incident - gather more details from requestor
hi - Would like to update request template to perform the following action: when request is updated to a priority "6" send request back to requestor with 2 mandatory fields. We have the priority 6 piece completed and 2 fields created, we are struggling with sending request back to requestor.
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