SLA escalation e-mail | Not working.
We are trying to send email notifications to our technicians for when a ticket SLA is violated. I can see there's an option for it in Automation - Notification Rules, but it is not working as it should.
Lazarus Group exploits ManageEngine vulnerability to deploy QuiteRAT
Hi ALL Dear @manageengineteam Do you know about this https://blog.talosintelligence.com/lazarus-quiterat/ ?
What is new at AssetExplorer 7
What is new at AssetExplorer 7
User does not have this permission version 14306
Hi Team, We have upgraded to version 14306 from 14102 and are encountering issues with the scripts. We are adding a first response note based on specific criteria, copying the title to tasks from the request, and updating the task description from the
Calculate form submission time
I need to calculate form submission times by users and technicians. Is it an achievable objective? P.S. Submission time may be translated to the time a new request template is opened, till the time it is submitted.
Improvements in the tasks module
Hi, We want to make better use of the ticket tasks, so we are looking for some options that we have not found. Add additional fields (single line, pick list, multi select, multi line, numeric, Date, time, decimal etc). Edit the templates to remove or
[SOLVED] Discovery > Agent Configuration not working
I've already opened a support ticket several weeks ago but I haven't received a response in almost 2 weeks. I will try posting here to see if I can get this issue resolved. Ticket Id #7959116 Service Desk Plus Version: 13.0 Build 13007 Endpoint Central
Move ServiceDesk Plus to another server
Hello everyone, I have an on premise server running ServiceDesk Plus that was infected so I have to create a new one. (I detected an exploit file on the root folder of the tool). I have read differents kb on the official site, now I have the new server
Auto create new ticket based on checkbox submission
Hello everyone! I am fairly new to learning the in depth features that Manage Engine Service Desk Plus provides and I'm hoping you may be able to help me out with something I'm trying to accomplish! I am currently setting up a "New Hire Request" template using the "Resource Info" area to contain the fields, drop downs and check boxes. I have a resource setup as follows. "Hardware Needs: Laptop, Desktop, Desk Phone, Cell Phone". This is setup using check boxes. My question is... Is it possible to
Response SLA
Hello there, We are running Manage Engine Service Desk Plus 14.3 Build 14303. I would like to know if it's possible to set the initial response time clock to stop when a request goes to status "In Progress"? Without having to add any notes or work-logs.
Report first worklog recorded in the ticket!
How can you report the first worklog recorded in the ticket, only the time of recording the first work log and its text is considered. Note: (Consider as first respond option is not selected in work logs)
SSO with LDAP authentication
Hi, 1. Can We enable SSO ? we are using standard edition with LDAP authentication? Environment Linux 14.0 Build 14003 MSSQL Rabbany
is AD authentication now working for non-windows?
is AD authentication now working for non-windows? previously, it was not available .........is it fixed now? we are using LDAP authentication instead but SSO is not possible so we are waiting AD authentication for non-windows. please share us the update
Auto-Close ticket 'Awaiting User Reply' in ServiceDesk Plus 14300+
I've attempted the method described here, but python keeps throwing errors even after installing needed modules (requests, xlrd) with pip. I used the files in Auto_Close_updated. Running on Windows Server 2022. Is there a more recent method I'm missing
Upgraded to new MSSQL Server and now SDP will NOT start - CRITICAL
Hi All - I'm having an issue upgrading to a new MSSQL Server. What I did was create a full backup from my 2008 instance and then restore that on 2019. I then ran the ChangeDBServer.bat and it said everything was successful. However, when SDP goes to start,
Unable to run the application after upgrading to Servicedesk Plus 14300
After upgrading from 13000 to 14300 the service cannot be started. After running ruh.sh file we get an error: "Application startup halted due to mismatch in java version. Please restart the server or contact support." How can I solve this problem?
No entran las solicitudes en ServiceDesk
Buenos días, en mi empresa usamos su herramienta y nos está dando problemas con la configuración de correo entrante. Nuestro servidor de correo es https, la configuración que tenemos en ServiceDesk es imaps, TLS habilitado, puerto 993. He hecho una prueba
Sender name on outgoing emails
Hi, Under Admin -> Mail server settings -> outgoing, I can specify the Sender name. But is it possible to have the sender name to be the name of the technician replying/forwarding an email, but the email address to be the system address (the one being picked up by SDP+)? BR Peder
Barcode fields
How can i print two line in the barcode lable text above it and text below it. similar to the one in the picture attached ?
Register users through enrollment email
Hi, Does anyone has idea about how to add users through enrollment mail or a form to register themselves through website? Thank you in advance
Solutions Visibility
Hi all, We need to make the Solutions visibility from Private to Public in SDP Solutions Module (refer attached). Please assist asap. Thank you in advance!!
[SD-93308,SD-107873] 'Draft saved' popup interrupts composition
This is a minor issue, but I thought I'd report it as it's something I think could be easily fixed. I'm composing a reply to a ticket, and I'm in the middle of typing when suddently a popup appears in the middle of the compose window saying 'Draft saved'.
Need to hide groups from template
I have numerous groups used for backlog and would like to hide them from the default request template. Example say there is Network WIP and Network Backlog. I only want Network WIP to show as an option in the list on default request / incident. Can I
Windows Domain Scan
It's been 5 months since my Asset Explorer has been able to run a windows domain scan. I opened a case and no one replies. I have tried removing/readding the domain scan, editing information, adding it back with no luck. Does anyone have a trick or workaround
Inline request merge history shows as "undefined"
Hello, Since a couple of months (and ServiceDesk Plus versions) ago, around 70% of all our inline request merge history entries show as "undefined" for both the technician and timestamp: This problem does not affect the dedicated History tab for any request,
How to populate user names in a request additional field (ESM)
Hi I need to populate a request additional field in and ESM instance with all users imported from AD which are not even the users of the current instance. Please advise me how to achieve this objective.
Client Request Rate Limit/Suspicious Activity Alerts
I wanted to see if it is possible to export out the Suspicious Activity Alerts in regards to the Client Request Rate Limit. From what I can see, we can only view that by selecting List of all Suspicious Activity under General>Security Settings>Advan
Inline Images not available after migration to new windows server
Hello - We migrated to a NEW windows server over the weekend (same MSSQL DB) and now screen shots in "Notes" (and other areas) are not appearing. They are "broken". I see multiple threads there out about this being a common problem? Can someone please
Moving to new MSSQL Server and Database Name
HI All - We have successfully moved our SDP instance to a new Windows Server BUT we are still pointing to the same MSSQL Server. The purpose of this move was so we could have a true Prod and Test instance of SDP. Therefore, we need to point our "prod"
Resources Section in Request Template not shown
Hello, I wan't to create a new Eequest template with a resource section. In the technicans view, the resource section appears. For the Requester view i used the "copy from technician"-option, but the Resource section did not appear for the Requester.
ServiceDesk Plus is unable to send Emails
We're facing a serious issue. Our production system is, at the moment, incapable of managing emails. Please see the attached screenshots and logs for more details.
Migrating to new Windows Server currently on Version : 14.3 Build 14304
Hi All - We have patched up to the latest SDP release. We now need to move our SDP instance to a new Windows Server. Our new Windows Server uses MSSQL. I thought I read somewhere the restore process is different now since we're on the latest version?
Moving from SQL2014 to SQL2020 server
Hi Getting new SQL2022 DB server. Since database instance name is the same (server name is different) - I'm guessing all I will need to do is run changedbserver and connect to new server> Webserver is unchanged and db name and content is the same. Only
How to add an API integration to a request form
14.3 Build 14304 When raising a request, I would like certain information to be fetched via an API from a 3rd party app and present it to the requestor. How I can achieve this use case? Thanks
Disabling SLA expiration email notification for only certain ticket categories
Is it possibile to disable email notifications for a SLA expired ticket that's in a certain category? I need to keep the SLA expiration email notification as is for all the ticket, but only for a certain category of tickets I want to keep the SLA to trace
[SDF-26101] Is there a way to organize and then sub organize a request page?
Hi all, We use ServiceDesk Plus in our environment as a ticketing system and at present I have everything organized by "assigned to" in order to have all of the tickets that are assigned to me to be grouped together. I was hoping if possible to do a sub organization with a second sorting perimeter ( Ex: Organized by Assigned to and then by "Last Update Time", so that all tickets assigned to me are grouped together and the most recently updated ticket is at the top) If this is something that is
API script. CAB Change approval without notification
Hello, i need you help on this script i made with deluge. In change i want to add an approval but it's status has to be "Pending Approval". Now what i achieved does add an approval and can send the approval notification and it's status is "Approval Pending".
Integrating with a third party system
Hi all, I'm new to ServiceDesk (SD). Just downloaded a trial version and installed locally. I'm trying to achieve the following use case: * Create a request in SD * I assume there is some sort of a workflow which will handle the request. * from within
Open ticket via email and choose category
We are trying to implement a process that a ticket opened via emailing our helpdesk will choose the correct category and subcategory via string. I'm looking for the resource to accomplish this.
How do you deal with tickets being reopened with "thank you" replies?
Hi guys, I'm having an issue where I will email a staff member from the ticket in ManageEngine advising them that the issue has been resolved and then close the ticket, some time thereafter they reply and simply say "thanks for that", or some variation of that, which reopens the ticket. I'd prefer to not have to turn off the facility that allows staff to reply to reopen tickets if possible. Anyone else finding this? Anyone have any suggestions as to how to deal with this? Thanks!
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