Custom Triggers - Email Notification
I am trying to setup a custom trigger for when a certain template is used. I have configured the trigger, provided a name and description and set the Execute on actions to Created. Execute during: Any Time Cascade Execution: execute next rule The criteria
Major issue in detecting Workstations Motherboard model
Hi Friend, We have a BIG problem with ServiceDesk that can not detect motherboard model while we already have this information in desktop central! how can we fix this issue our SDP version 13011 our database MSSQLServer
SSL exception error when execute custom function
Hi Team, I'm getting error, when try to execute custom function. Please support on this issue. Custom function details in below link: https://pitstop.manageengine.com/portal/en/kb/articles/deluge-script-to-achieve-first-response-sla Error image:
Combining Software with Multiple License Keys
I am starting to get my company moving toward management of our licenses in ServiceDesk Plus (Professional - 9.0 Build 9020). We have many pieces of software that are individual licenses, but that we have many copies of. Is there a way to have the software show up as one item and then have all the license keys under that piece of software? I have attached a PDF to show an example of the multiple pieces of software.
Logs
Where can I add the logs?
No data available to generate the report
I am evaluating Service Desk, hence running a trial version. I cannot generate any reports. I get the message "No data available to generate the report" each time, regardless of which report I pick. There is data in the system; I can see details via Dashboard, etc. This was working but we extended our trial license and it hasn't worked since? Is there anything I can do to get it working again.
My Dashboard missing in version 14?
HI Is 'My Dashboard' missing in version 14? Version 13: Version 14: Allot of my technicians rely on 'MY DASHBOARD'. They use it all day every day. This is bad for us.
Webrdp and websockets not working with Nginx Reverse Proxy
Hi, It seems like i am having some issues getting WebRDP and Websockets to work in general. I am using Nginx reverse proxy and i do not get notifications, chats do not work correctly most of the time and worst of all. WebRDP does not work at all. it
Default Asset Selected for Users
When most of our users generate a new request their workstation is automatically included in the Asset field, but some of our users have their monitor or docking station automatically added instead of their workstation. Can anyone explain to me why this
setting up a domain for users
Hello. configure sso to login to SD . Previously, all users and specialists were added via LDAP. If you log in via SSO, a separate account is created - it has a domain specified, but those already created do not. How to add a domain for all accounts so
oAuth Settings Not Working
I cannot get ServiceDesk to authenticate using oAuth methodology. I have setup the settings multiple times in both Azure and ME ServiceDesk Plus, but when the Authorisation window appears it shows the user is currently signed in, i select that user and
SSL certificate error after Firefox update
We have updated Firefox to 102.4.0esr and now have certificate error on accessing ServiceDesk Plus. We know how to install certificate through ESM directory but are confused by this message at top of screen. "UEM Product integrated is running in Https
Error install ServicePack - Service Desk Plus
Hello all, My name is Luiz Felipe and we have Service Desk Plus Standard installed on version 13.0 Build 13007 On-Premise. We used to use the incoming email system to receive requests, but we don’t use anymore, I’m trying to install service pack 14.0
Updated from 13002 to 13008 and can't see the navigation bar
I updated and did not have any issues, but when I log in I can't see the navigation bar at the top. I checked dev tools and see this error: Uncaught TypeError: sdpheader_data.kmp_menu is undefined processJumpLinksData https://helpdesk.mmia.net:8443/scripts/sdp_global.js?13008:1
Adding a requestor to multiple sites
Hi, I am looking for an answer, we have serveral sites, NSW, QLD, SA, WA etc...to segment our business. I have a requirement to add a requestor that is in the NSW site to see the QLD site requests. I have tried to create a 'custom view' which works, but is only visible to technicians, I need it to be visble to requestors, and I have also tried creating a custom report, to which the NSW requestor can click on the link in the report to see a QLD request, but I recieve the 'not in scope' message.
Cannot able to Scan the Assets Once Discovered earlier (Scan Failed)?
We cannot able to Scan Assets that were discovered around 3 Months Ago (Last Contact Time) but when we do Re-Scanning we cannot get the Updates and it shows the below Error Message.
Cannot discover assets through Network Scan
I have added the IP range to discover the assets through Network Scan but I cannot able to discover even a single asset. Please note that most of our Assets have UEM agents installed in them. Please let me know If I'm doing any mistakes to perform this
Service Desk Variables
Hi all, Recently i have migrated the Service Desk to another server. For all the tickets created, assigned, etc, there is a template configured with variables. But, the $RequestLink is still referring to Old Service Desk server. I already removed and
How to set backp directory destination as parameter (backupDataOld.bat)
Hi, I don't want to manually change the contents of the backupDataOld.bat file. Is there a way to give the backup path as a parameter to this file?
Roles - Looking for additional controls over access
I'm looking for away to create roles in Service Desk Plus so that I can create technicians like the following: Can see and edit all requests in their groups Can see but NOT edit requests in other groups (I would like to do specific other groups, but
How to send Survey when Ticket is Resolved
Hello Everyone I am using ServiceDesk Plus Is it Available to send survey to Requester after the request is Resolved, I found when request is closed sends survey only . Help Please
Oauth EWS issue - Redirect to Login Page
Hi, I'm hoping someone can help me. I have just configured our Service Desk for Oauth EWS and everything is setup correctly in Azure. Upon saving I get the user-consent window pop up, I enter the correct details but instead of a successfull message and
Email fetching error
Dear Servicedesk Support, Today we didn’t get any tickets on the helpdesk, we found this error below. And asset lists aren’t updated on the list. Can you please help us to solve this issue?  Regards, Yonas
Task Update Script
I'm beating my head against the wall on this issue. I previously had a script that would update a Task based on fields in the attached request. But that broke after a while and now there seems to be some additional functions that have been added and I'd
Issue with OAuth authentication in Service Desk Plus ticketing tool
We enabled OAuth authentication in the Manage Engine ticketing tool. But its still not working. We are not able to send/receive mails from the Service Desk Plus. After making all the required entries for OAuth authentication, and clicking on Save, we
Case sensitive search in Requester Name in cyrillic
SDP: 9028 DB: bundled Postgres When creating New request and typing user name in Requester Details -> Name field i have following problem: * latin characters working like expected: "Nata" and "nata" are the same and both shows "natalia" in hints * cyrillic
Why Motherboard model detection is different in SDP and Desktop-Central?
Hi, Why Motherboard model detection is different in SDP and Desktop-Central? In Desktop-Central motherboard name is correct but in SDP is a general name that not enough. Please check it and solve this issue. I attached screenshots for single workstation that exist in SDP and DesktopCentral. Thanks for helping
[SD-106041] SDP 14000: Pickup without fill mandatory fields
Hi guys. Before SDP 14000, any technician could pickup a ticket without specifying mandatory fields. When closing the ticket or assigning it to another technician, then (as it should be) they were required to fill in the mandatory fields of the ticket.
Can't Update to 12000
I want to update my ServiceDesk Plus from 11309 to 12000. But at 71% I always get the following error message. (see log file)
Cannot upgrade from build 11303
Hello, We are currently running SD+ build 11303 with a MSSQL 2017 DB. We would like to upgrade our system to the latest build and we do encounter the following issue: After upgrading to build 12000 no one can log in anymore (we use AD authentication).
[SOLVED] [SD-104793] Replies to tickets stopped auto merging after upgrade to 13.x
The subject all contain ##RequestID## just like they always have. No one at ManageEngine can seem to help and I am having to manually sort hundreds of tickets on some days
Email Settings Saved but unable to connect with Server - Emails not being pulled through to Helpdesk.
Around four days ago, using Manage Engine Service Desk Plus Standard Edition, emails stopped being pulled in to our Helpdesk. No settings had been changed in Manage Engine, and we are using POPS to contact the relevant Exchange Mailbox. On re-entering
Not working correctly with Chrome, Firefox and Internet Explorer
After upgrading to 13.0 Build 13002 we have found the application is not working correctly with the below browsers. Internet Explorer, Chrome and Firefox. The only browser it seems to be working fine with it Microsoft Edge. When opening a template or
Change domain Admin pwd
Hello we have just changed daomian admin pwd in active directory and i am not able to login anymore to servicedesk, i think is becaouse we integrate with active directory and admin users are from ad aswell, I tried this proceudre without sucess, any idea:
Incoming mail stopped working -nothing has been changed / updated
Can you please advise on what may have stopped incoming mail from being received – no changes made to either the email account or ME during this time I have reset the email account password and can use that to log onto the email account web portal so
How to use Recommend Template?
I'm trying to use the Recommend Template function introduced a while ago. While I appreciate the Tips & Trix showing how to make a button, it would have been far better if the link was generated with the Template name instead of the entire URL. Also,
Troubles with Mail Fetching
We began experiencing issues with mail fetching today and it appears it was the result of the depreciation of Basic Authentication within Exchange Online. As a result we are receiving an error message stating: Mailbox is not accessible : "Incorrect username
Closing Properties
Does anyone know how to remove all of this fields and leave the Resolution only? It suddenly appeared, though I was configuring something Now: Before:
Javascript CORS Policy Issue
Hello, I have tried looking for previously posted topics on this but have not found any that deal with my issue. (Reference) We currently use ServiceDesk Plus and SharePoint on their own domains. I am in the process of trying to build minor functionality
No more access to ServiceDesk Plus after Basic Auth deactivation
Hello together We have taken over IT from a company that neglected to make the switch from basic auth to oauth. We now have the problem that we can no longer log in because the verification mail is not sent after login. We get an error message with "Unable
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