Detailed description of system supplied Roles?
I have looked at your manual for SD Plus 8.0 and see no description of the system provided roles and the permissions associated with them. Could you point me to the section of the manual or an url that describes the permissions for each, and in particular the SD Coordinator role you mention as necessary to see the helpdesk tab. I would also like to understand the SD Site Administrator role relative to this particular problem.
Problem with OAuth Configuration
I have a problem with configuring OAuth email setting I entered a wrong Connect URL and now every time I try to change it I receive the following error message I'm using version 14.1 Build 14103 with PGSQL, can anyone help
Delete Retired instance
Hi, I can not Delete Retired instance. how I can delete it?
EXPORTED MY ACTIVE USER LIST AND NOTICED SOME USERS EMAIL ADDRESS OCCURING TWICE
Hello everyone, I trust you all are having a wonderful day, so my environment runs a manage engine service desk plus 14000, i exported the list of active users in the platform and noticed that some users email occur twice with the first name and last
Change the Default Template From Incident to Request
Hi, Is there any way to change the default template from incident to request when the request was created by email?
ServiceDesk Plus "incomingEwsUrl" issue
Hi, I am using this version but getting error. I can't fix "incomingEwsUrl" issue
How to secure access to a service catalog template
Is there a way for me to secure access to a particular service catalog template? For example: We have a service catalog template created for hiring new employees. We only want our HR department to be able to access it. Is this possible?
[SDF-81212] Manualy turn off red icon on reply requests
Hi, Long time servicedesk user here, question about the red icon on repy in the request list. When a user sends a reply to request the envelope mail icon on the request list will turn red and if you are assigned to the request a notification up in the
Change Service Catalog Template using Field & Form Rules
Hi! I'm looking to change the Service Catalog template based on selections made in the SR form. This is currently possible within the Change Template, but not with the SR Catalog template. Refer to this article for Change Template: https://pitstop.manageengine.com/portal/en/community/topic/change-template-selection-based-on-change-type
Service Level Management
I need someone who can SLA the engine in SD Plus. When a request is created that does not have an SLA assigned and at a later stage, when it is handled and assigned to a group or vendor or supplier that have a SLA demand. The SLA shows that the response
Failed update from 10.0 Build 10013
I'm using the free version of PSD : 10.0 Build 10013 When updating, it gives a schema error mssql. (There are some inconsistencies in your database schema.Please contact support for further assistance.) Please any help! 17.01.2023 16:57:56 [com.adventnet.persistence.UpdateManagerUtil]
Build 14004 - Maintenance Task Titles
We have just updated to build 14004 and I had a question regarding preventative maintenance tasks. The titled assigned to the preventative maintenance tasks are not particularly helpful. I was wondering if there is some easy way of re-titling all preventative
ServiceDesk "incomingEwsUrl" issue
Hi I am using this version but getting error. I can't fix "incomingEwsUrl" issue
[SD-107351] Technician gets email notification when answering in Servicedesk
We have upgraded and are running version 14101. We have the 'Alert(or Notify) technician by e-mail when there is a new reply for the request.' emabled. Before the upgrade when a technician replied to a conversation in Servicedesk where he is the assigned
Auto Assign technician unless request is from a specific user?
Hi, We've got our tickets being auto assigned to a technician. I also added a business rule to assign tickets from a specific requester to another technician. That business rule doesn't seem to be working though. Would this over ride the default technician
Error when sending CAB approval with attachments
When attempting to send the approval email from change management, I get the following error if the approval has any attachments "Email Sending failed for the following user(s) :" Then lists the users. If there is no attachments it works as expected and
itdesk REST API: invalid ticket
I've seen this same issue posted before, but did not see any fix. With SDPOnDemand I am able to generate an access and refresh token. Everything I've tried always results in: { "response_status": { "status_code": 4000, "messages": [ { "status_code": 4001,
[SD-107908] Inline images broken in all outgoing email since upgrade to 14.1 Build 14103
Hello, A few weeks ago we performed a major upgrade of our ServiceDesk Plus installation, from version 11 to the most recent 14.1 Build 14103. Soon after, we noticed that inline (not added as separate attachments) images were broken in ALL outgoing email
SDP MSP version upgrade fails while upgrading from 10500 to 10536
We recommend you to take backup before upgrading. Backup may take a while, Do you want to take backup now ? (y/n) y Upgrading PostgreSQL Completed extracting 13% Completed [|] Error occured while migrating postgres database.
Requester Response missing content
Service Desk Version 14.103 Hello, when a requester replies to a closed ticket, the technician receives a mail and a notification, but the content of the mail is missing. It does not show the content of the requester's reply but only their original ticket.
Email Notifications in ServiceDesk Plus for Requests
Hi I'm having a real struggle getting the notification templates in SDP to do what I want and I'm reaching out for some help in case I'm doing something really dumb ... I'd like when a requester updates their request via email that the assigned technician
Notify group when request has been approved
How can I set up either a notification or a business rule that notifies the support group about the request being approved? I've been checking all over and the support group does not get notified when a request has been approved/rejected. It seems like
"Unparseable date" error message when attempting to edit a Solution. - 14103
We have upgraded our Test enviroment to V14103 recently and while doing tests we found what appears to be a bug. (we have an ON PREMISES instalation) when editing any solution and trying to save it, we get the following error: the changes made to the
Custom trigger for changing issue status
We'd like to change issue status as a custom trigger if an issue has a given status. As far as I can tell "Field update" is available for business rules, but not available as a simple solution for "Custom Trigger", which is what we need. However it seems
Migrate SDP to new Active Directory domain
In a few months' time I have to move our SDP server into a new Active Directory domain. This is part of a project to merge 3 existing Active Directories into a new one. The existing domains already exist in SDP, as there are trusts in place, and users can login from all domains. Users will be moved into the new AD domain using a phased approach (department at a time) and a new naming convention will be adopted for user names, so we will be migrating SID histories. At some point in the near future
Renew SSL certificates used by Managen Engine Agents on Windows Computers
the computers on the network recently underwent a pentest and the results found that server windows-based computers which had Manage Engine Agent installed on them had certificates that had expired. The agents were using expired certificates. How do i
How to change account to use windows auth from SQL auth?
HI, Must be missing something but when I try to change the SDP account to use a windows auth account it is greyed out. How do I get the connection to use a AD windows auth account? Thanks!
SDP on Premise Send email notification based on ticket priority
I would like to know if there is a way with SDP on Premise to send an email alert whenever a ticket comes in with a certain priority? I believe something like this is available on the cloud edition, but I don't see a way to do it on the On Premise version.
How do I set a default template?
Like the title says, I need to set a custom template as the default template. I can't seem to find much online for ServiceDesk Plus. I tried the Incident Templates tab but it only really lets me Reorder and Delete the templates. Any assistance with this?
Masterclass series 2022: A fantastic year gone by
Hello, We recently concluded a splendid year of the Masterclass series in 2022, a user education initiative from ServiceDesk Plus. It was an exhilarating journey as it garnered more than 9,000 registrations! The entire series was divided into two seasons
Repeating subject
I have our subject lines as [Ticket ##RE-$RequestID##] When a requester responds to the request created notification email, the tech notification email has a subject line of [Ticket ##RE-$RequestID##] RE: [Ticket ##RE-$RequestID##] Further, if the tech
How to delete an instance in ServiceDesk ESM
We are using 11303. We have two instances with expired licenses we would like to delete. However, I do not see a delete option, not even when I edit it. Thanks.
AuthToken in the request is invalid. Unable to authenticate.
i have generated an API Key for one of users and I enter that API Key as authtoken in request headers just like how it's said in the documentation. but i keep getting this response : "AuthToken in the request is invalid. Unable to authenticate." is there
ESM background image
How do I change background image in ESM portal. Can someone provided an example? //S
Remove status options when responding to ticket.
We have been using FFR to hide ticket status names, they have worked well for us.
However these names are visible when a technician responds to a request and then selects a new state.
Is it possible to continue hiding these status names using FFR when
Preventive Maintenance missing from UI - version 14.1 Build 14102
Hi there. We have recently upgraded to version 14.1 Build 14102 and the Preventive Maintenance option within the UI is missing. Since the upgrade to 14.1 the application states it is running in a trial version of the license and will revert to the current
Purge / Clean Up Requesters
Hi, We normally import all required requesters from Active Directory. However, there comes a time when we also have the requirement to add requesters at the time of logging a request. Our problem is, when employees leave the organisation, they remain as requesters in the system. I'm looking for a way to clean up these requesters without needing to manually find and delete them from SDP. Does anyone know of a feature in the system to compare requesters against AD and delete / mark inactive those requesters
Disabled user in Active Directory shows up in SDP
Hi All, I've noticed that users still show up in service desk plus even after we disable their accounts and move them out of the active users organizational unit. Is there a way to disable/remove manage engine accounts once they are disabled in active directory?
Auto create Milestone in projects
How I can create a custom functions , once I have create a project automatically the system will create 5 milestones as phases Project X: - Milestone 1 - Milestone 2 - Milestone 3 - Milestone 4 - Milestone 5
Active Directory Import - No Domain Listed
We currently use quite a few manageengine products and have decided to replace our ITSM with a new solution. I am currently trying to use the trial version of ServiceDesk and when I try to do an ActiveDirectory import, there is no domain listed in the
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