ServiceDesk Plus REST API for Webhook subscription
Hi, Is there a REST api method available to register for webhook subscription on ServiceDesk Plus?
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
Problem with BOT in Microsoft Teams integration
Hi, i made integration (from this URL https://help.servicedeskplus.com/integration-with-microsoft-teams) our Servicedesk Plus ( 14.5 build 14503) with MS Teams and i have problem with BOT - does not work. For example Request List View Personal App is
Map "Reporting to" field to Head Department during import users from Active Directory
Hi, I want to get and set Head Department automatically during import users from AD. I think if you map "reporting to" to head department or other organization role, my problem solved. I think it's very good to prevent update manually and store old data and prevent from mistake workflow in request catalog. Thanks
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
Service Desk Plus REST API - Get Requests & Changes with last updated time as a search criteria
How can we get list of requests (GET api/v3/requests) with last update time as a search criteria. For example, we want to get a list of requests updated in last 5 minutes. How can we achieve it? Also, we want to perform similar query for list of changes
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?
How to use Resource fields in RLC notifications or notification triggers?
We're using SDP 14700. We have several Service Catalog templates created with Resource fields that are entered by the requester. We would like to send out email notifications using RLC or custom notification triggers, but it seems we cannot include data
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?
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
Upgrade failed due to a Postgres migration error. 14600 to 14720
Good afternoon! when migrating from build 14600 to 14720, an error occurs when trying to upgrade postgresql to version 15.2 Upgrade failed due to a Postgres migration error. However, you can continue to use the previous version of the application without
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
Error when upgrading from service desk build 9.4 build 9400
We are using the free version for service desk and getting the error below when upgrading the application Aug 13, 2023 9:57:56 PM [com.adventnet.servicedesk.updatemgr.util.SDPreProcessorUtil] [INFO] : Change statuses with notification content as empty
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
ADMP Integration Question
How do i get the 'Create User is AD' option to auto-populate the below fields with the values of matching additional fields in the ticket? i have added the create user action to the template and that template has additional fields that match these names
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
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.
Edit Asset Template
Hi, Is there away to edit the asset template to add/remove fields from the default template that opens when creating a new asset. Thanks
AssetExplorer Network scan - Unknown IPS
When i try to scan a single IP Address, I get the error "FAILURE: Cannot identify model of this device." Also, "Unknown IPS (IPS)." I've verified the crednetials and that port 161 is open.
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