"internal error " when adding a new solution
We are getting an "internal error " when adding a new solution [com.adventnet.servicedesk.filter.EncodingFilter]|[INFO]|[185]: EncodingFilter called | [com.manageengine.servicedesk.sdpapi.v2.servlet.SDPAPIV2Servlet]|[INFO]|[185]: time taken:{init=0, after
Read only permissions for non-owned worklogs
Hi all, If in the permissions Role the "Editing/Deleting others Time Entry" is not enabled the technician get the error message "You are not authorized to view this page" if open non-owned worklogs With this permission he can edit the entrys for non-owned
How can we upload attachment while raising request through REST API's?
Dear All, We have a service template where the attachment field is mandatory while creating the request but while Posting the REST API (JSON) it creates the request without asking to upload the attachment. Please let me know how JSON format looks like
Autopopulate fields in Create User action menu in ServiceDesk Plus
I have integrated ServiceDesk Plus with ADManager Plus, and I see the "Create User in AD" action menu in ServiceDesk now. Is there a way to autopopulate the form from the request? Otherwise the pop-up window covers the request and you can't copy and past from the request itself.
Custom scripts $COMPLETE_V3_JSON_FILE parameter wrong file path
Hi, I am currently writing a a custom script do add a new request. When I send the parameter $COMPLETE_V3_JSON_FILE to my powershell script and I read the content of the parameter inside the script, this is the output I get : "c:/ManageEngine/ServiceDesk/bin/..//integration/custom_scripts/request/301_837_39496_1673027523240.json"
Report about Workstations or Servers that have not been scanned for few days.
Hello SDP, Is that possible to report on Workstations and Servers that have not been scanned in the last 48 hours or more?
Incorrect Asset assigned as server
Hi, I have an asset that's a type server, however it's workstation, how do i change it to a workstation?
Mail Fetching - Poll SQL database for failure
Hi Just wrote this and thought I would share in case any one else can use it. Change the error log id to the max value then create a SQL job that runs every 5 minutes or so - Now you will be emailed if the SDP fetching service goes down or gets an error.
How to deal with emails stuck in helpdesk mailbox, which were not processed.
Hello Community, Noticed that not all the emails to the helpdesk mailbox for the past several days were processed and some tickets are missing. Tried to re-authenticate the mailbox by removing the account, then adding it back. After that all the emails
How to populate "Reporting To Email Address" and "Reporting To Lead Email Address" (i.e., his manager) on Request Additional Fields?
Dear All, We have created two (2) request additional fields on a Service Request Template to auto. populate Requester "Reporting To Email Address" and "Reporting To Lead Email Address" (i.e., his manager). Please let me know how can we auto. populate
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?
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
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:
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?
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.
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.
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
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
Can I automatically assign a job to a technician regularly?
Hi there I've just been using this software for a week now and my Manager would like me to use it to automatically assign some of the work that the dept does regularly (eg daily) to a technician without me having to manually issue the job. Can i ask if
End of support communication
Hello SDP, Do you have a process regarding the end of support version of SDP? Where can we find this info?
Is there a report to show technician permissions, roles, and support groups?
I want to complete an audit of the technician permissions and roles to ensure they are consistent and applicable. Is there an existing report or way to pull this information?
Add attachment to an template?
I was wondering if anyone know if you can add an attachment to a template? We want to add a document that people need to fill out for certain requests and figure it would be easier if they could download it directly from the new request (template) instead of sending them to a link.
Change approval by email
When people replies to a change approval notification email what word(s) do the system look at in order to determine that the approver want to approve or reject the change? In our case, the system received an out-of-office email from an approver but it
[SDF-61622] Add vCenter to assets in Service Desk Plus
Hello How can I add VMware vCenter to assets in Service Desk Plus? I do this easily in OpManager but I can't do it with the same Credential in Service Desk Plus and it gives Failure: Credential is not configure. In general, i want to add all ESXi's with vCenter discovery. Thanks
Any way to auto-assign the Technician as the same Request
Is there a way to auto-assign the Technician as the same Requester, that is, the Technician = Requester field?
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