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
[SD-102719] Strange problem with integration between ServiceDesk Plus and Desktop Central
Hi We are running the latest SDP and DesktopCentral versions (13002 and 10.1.2138.15). Our integration is working and is ok according to the tests. However, when trying to use the "Desktop Central" menu it downloads a file "softwarenames.txt". This was
How to lock Subject field
Afternoon, We are creating many templates within the application and I need a way of locking the "Subject" field so that when requesters are logging a request they CAN NOT edit the subject field. Can you please advise how I can achieve this.
Changing DB server not working
I changed DB server through these steps shutdown SDP changedbserver start sdp but when i try the check nothing happens on MSSQL although the database was created but to activity is happening. as if the data is still storing on postgre
Dynamic Approval With Additional Field "SubGroub" to Determine the Approval Stages (as Subgroup Contains Multiple Data's)
Dynamic Approval With Additional Field "SubGroub" to Determine the Approval Stages (as Subgroup Contains Multiple Data's) I have Used the Below Script i am Getting Output as But Approver are Inserted. but it shows Success. Kindly help. Please contact
Asset Explorer - 'State changed from In Store to Disposed' by the System. Anyone knows how to reverse this?
Asset Explorer 'State changed from In Store to Disposed' by the System. Does anyone knows how to reverse this? When I try to move the individual items back to In Store or In Use, the system moves it right back to the Disposed state over and over and over
Blank Page when trying to access Admin
Hi, I am running build 12000. I want to migrate my ServiceDesk Plus instance to a new server. I have followed the instructions to migrate to a new server. I have successfully restored from the backup and I am able to login succesfully and can see Requests
run backupDataOld.bat silently when integrated with Endpoint Central
Hi, We have SDP v13 and integrated with Endpoint Central. I want to create task schedule in windows for run backupDataOld.bat as daily. But when I run this file, get this alert: The backup will not continue until we click on Yes. What should I do to skip
How to Link Change Management Templates to specific categories?
I.e., how do I limit the categories in various change templates? If I wanted lets say, application x to only go to the applications template, but NO other categories, how could this be limited? Thanks tons, -JCG
[SOLVED] SD-70781 - Email attachments when emailing ServiceDesk
Hi, It has come to my attention that when we email the ServiceDesk and attach an email to the original email, it does not appear as an attachment in the SR that is created. Instead, it puts the entire body of the attached email into the actual SR which
showing Hex code of Others Category name
hi friends, I have changed the name of the "Others" category in the service catalog by query in the database for Arabic Language. in some places, the name does not show correctly and the Hex code of characters will be shown. how can I fix this issue
421 4.4.2 Message submission rate for this client has exceeded the configured limit
Hi I thought this error was gone after we updated to latest version - but it is not: 421 4.4.2 Message submission rate for this client has exceeded the configured limit Confirmed with sysadmins that configured limit is - unlimited. What else can I c
Closing one ticket automatically opens a new one
We are trying to establish a process where a request comes in and when the ticket is closed it automatically opens a new ticket with a specific template and transfers over some key fields if possible. Our initial ticket will be a simple overview with
Service catalog - move a service to another category
Hello my instance: SDP 8.0 build 8012 & MySQL Currently, I am testing the service catalog feature in SD+ I set up several services underneath my categories and realized, that I defined a service in the wrong category. How can I move the service to the correct category, without having to delete it an redefine it in the correct category. Thanks in advance for any help best regards, Marc
How to update subject automatically with Recommended Template feature?
So we have started using the recommend template action when a requester uses the wrong template, the problem we're having is that the subject line/title is not updating to the recommended templates subject line/title...so while it's nice that reporting
SDP > Jira -- What controls the list of "Projects"
In Service Desk when I select the Option to "Associate New Jira Issue" what controls the list of Projects in the dropdown? I am missing a few of my projects here and therefore cannot link them. What controls this?
Custom Scripting Help
I am trying to create a custom script where if someone selects something in a specific field on our on-boarding form, a confirmation message appears asking them if their new hire needs to have permissions to that system. I have the message part down,
Delete Survey and Resend
Is there a way to delete survey where user choose wrong rankings and resend the survey to that user? If not is this a future feature?
can not connect
We have SDP installed on prim, Ubuntu server. Issue we are having is that we can not longer connect to the webpage shows not response. nothing has change via configuration or networking. the services is running. database is running. But still no dice.
"Resolved" requests aren't reopened after the Requester response
Hi, Before, our requests were always reopened after they were resolved if the client sent a response (from "Resolved" to "Open"), we base our quality management system using this flow. After the Update (10.0 Build 10014) something changed, and the requests are NOT reopened, they remain in "Resolved" and the answers are attached, the status of the request doesn't change. Is there any way to change this? Thanks!
Requests automatically reopens after closure
I recently upgraded to ServiceDesk Plus 8.2 build #8210. After this upgrade, I'm having problems with closing requests. When I close a request, everything looks ok, with no error messages. The request is also removed from the list. Within a couple of minutes the request is automatically reopened (with no user-interactions). I have not changed any settings for many months, and this problem occured only after this last upgrade. This is kind of annoying as when the request is reopened, it also sends
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