(12.0 Build 12006) SLA's not working correctly; causing customer concern!
Hello - We have a situation where a ticket is opened during business hours however the "Response Due" field is saying the response is due outside of business hours. Our operational hours are 8-6pm EST. We had a ticket opened at 5:47pm EST but the Response
Auto merging of Tickets
Hi We have middleware software that when it has an issue or fails will generate a ticket in SDP. However if the action is set to run every minute then it will send an error email to SDP every minute generating a new ticket each time. How do I get SDP to recognise that the subject is the same for an incoming ticket and merge these requests? Example - Subject of error = (Flow) ERROR result for 'Labels V3' Action This may generate 20 tickets before someone has a chance to look at it. But I really only
Change Registration Name
Hello. tell me how to force the specialist to change the "Registration name" for the entrance? Now we are changing the login method - before there was mail for entry, now there will be a login. How to change with a specialist?
How to make replies from SDP portal send as, or show who is sending the reply?
When a technician replies to a ticket in SDP, we use the default template and most of the time we forget to sign our names at the bottom. I recently realized that when the requester recieves it, they don't actually know who they are talking to. The email
Oauth - Azure
When I'm setting up Oauth for EWS to receive email I get an "incorrect username or password" When I click save on the email settings - I can a M365 pop up box. I enter the username and password of the account I'm specified in ServiceDesk Plus - It then
link in email does not work.
Hi when we send a response to the user they get an email but the link in the page goes nowhere. This is because internal users must use port 8080 and external users we forward the request to 8080. How do we change the port to :80 so that internal and
email notification failed with o365
It was working before 2 days. Now all notifications failed. Approval not sent. telnet to smtp.office365.com on port 587 is working. Log file showing the following : ([com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[137]: FAILURE :Problem while
Error when creating request after update
After updating Service Desk from version 11.1.30 to version 11.2.00, when I try to create a request using the existing incident template, i get the error "invalid intput: submitted_by". What could be the problem?
I changed the port in the ESM console and now cannot access the server
So I was going through the process of changing the port used by the server by modifying the port in the ESM console. Now the service starts but the application hangs and I cannot load the webpage. Is there a config file I can access to change the port
[SOLVED]Call custom API for Incoming Trigger Hang Up Event on Custom Telephony Integration
Hi, I want to integate SDP to custom telephony server. Make call API and pick up API is okay, but Hang up API not work and get error: { "response_status": { "status_code": 4000, "messages": [ { "status_code": 4004,
This request does not fall under your permitte scope
Good Morning, I have one particular user that when he creates a ticket and tries to access it later to check it, he gets the following screen. There are numerous users with the same permissions, but none of them have this problem. Can anyone tell
modify an asset additional field and all fields are wrongly displayed
Hi team, a customer said he just modified an additional field and clicked save, then all the customized fields are wrongly displayed now. So how can we check the cause of the problem and what we can do now to fix it? SDP build: 12000 the latest log <quote>
How to create a rule on closing a ticket
How to create a rule so that Technicians can't set ticket Status to Close and tickets can only be closed by a "Manager"?
EWS OAuth Config
We're trying to get OAuth working in ME SDP using the following resources: OAuth Authentication for Mail Server (servicedeskplus.com) and Configure Azure as the Authorization Server (servicedeskplus.com) Neither are very clear where the Endpoints values
Multiple Email addresses under 1 alias
Hello We have 1 master IT Support Alias which SDP uses for 'fetching' : support@companyname.com master email The below 3 email addresses are added as additional email addresses under support@companyname,com category1@companyname.com category2@companyname.com
How to change ticket status on request reply
We wish to use ticket status to mark what tickets we have already replied to and are waiting for a response. An example is Open and Waiting For Reply. Any tickets that are in the Open state, the user is waiting for our reply but any tickets in Waiting
Your account is not available in the Desktop Central to proceed this operation.
we cannot able to scan after the Desktop central trail expire. Our SDP version: 11.3 Build 11303
Trying to restore from backup after a failed upgrade attempt.
I was trying to upgrade my service desk install to the latest version, currently I am on linux build 9010, trying to stairstep to 9049 etc. The upgrade failed so I am having to perform a restore. I took a full backup beforehand. The database is mysql.
Desktop Central integration
I’ve recently upgraded our on premise ServiceDesk Plus installation from 11005 to version 12006. I’m now being asked to install Desktop Central to scan computers. I'm disappointed I can no longer scan using WMI and have to manage another agent on my computers,
Javascript method for shortening date & time fields from the date picker
Folks, I often like to have a date in my subject line for New User Creation and Termination Requests. I get this date from a custom field entered by our HR department, but I have typically shortened the date from the using the function from the moment.js
Vew All tasks for Technician via APIv3 (powershell)
Hello! I'm having some issues designing a process that would invovle reading all of the tasks assigned to a technician via the API. When i attempt to use the api query designer in the documentation, i get the results that i would like -- All tasks owned
Authorization to SD via LDAP
hi! the system is configured to log in via LDAP, everything works. a message began to appear that it was necessary to change the password, although the account was being used by the domain. How can I disable this message?
[SD-94047] Notification Not working for Notify requester and Cc users when a technician's reply through email is appended to the request
When I click Customize Template when trying to edit the notifcaiton rule for Notify requester and Cc users when a technician's reply through email is appended to the request I get an error screen.
Backupdata.bat on Backup not create
ssage Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com Error Message java.lang.Exception: Unable to get the data from [ServiceReq_1502] table at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingLimit(SDBackUp.java:1424) at com.adventnet.servicedesk.tools.SDBackUp.dumpTableUsingLimit(SDBackUp.java:1444)
Unable to restore database - 11203
I'm trying to restore my Postgres DB in a 11203 test environment, Windows x64. It starts ok and then sits for 30 minutes and returns the following: Please wait extracting backup file \part_1.data --Size: 940MB Not Replaced File: startDB.bat Not Replaced
"Warning: Your database transaction log file size has crossed the threshold" since updating to build 11141
Since upgrading to build 11141 we have been receiving the following email on a daily basis. As you can see, the last log backup is recent and when checking the SQL DB, it shows that we have 93% free space. Our threshold settings are as follows: Is this
Upgrade from 11200 to 12000 failed
I'm receiving error when trying to upgrade service desk plus from 11200 to 12000, below is updatemgrlog0 file error log: 10/01/2022 12:57:52 [com.adventnet.persistence.migration.MigrationUtil] [INFO] : Going to execute query :: ALTER TABLE Lifecycle
Can't Login after Patch
Just Patched SDP after realizing it hasn't since we deployed it. Would be nice for ManageEngine to give notifications on the dashboard like they do for Desktop Central. But, I just upgraded from 11200 to 12000 and followed the migration sequence steps.
Set order of ticket Priority - Helpdesk Customizer
I find it pretty ironic that I can't set the actual priority of the priorities :P I mean this should be a major priority for development. Basically the ordering just seems to be completely random. I want it to be H - M - L but instead it is H - L - M,
How do i view the values of variables?
When creating a template for an email reply i see a $EmailSignature variable but have no idea what that is referring to. When can I view a list of variables and their values and can I add custom ones?
Problem with URL need at port 443
Hi, After upgraded my ME SDP to to latest build, Found that the URL I access with chrome need to add port 443 at the end in order to access the view with SSO. URL without the 443 port, it simply directed me to the view with limited access. May I know
Disposed Assets missing with filter 'All Assets'
In Assets, a disposed Asset doesn't show when the filter option "All Assets" is set. It has to be set to show only "Disposed Assets" for the Asset to show at all. This seems to be a new thing (with the new Filtering-system layout) since I've had no problems
[SD-98860] Full backups with multiple files not correctly removed after x days
Hi there, We have an issue that the full backups are not being cleaned up correctly according the backup scheduling. The tool only removes the 1st file of a backup and the 2nd file is still there. After a while a lot of diskspace is in use by not cleaned
Change field item order in project templates
Hi, is there a method that additional fields can be arranged in a specific order, instead of being added in sequence. Use case: we added multiple items in project - addidtional fields, but would like those fields in a specific order on the templates.
INSTALL ERROR
ALL LINUX version INSTALL error same problem. pqsql initilzation error. why is nobody interested? lot of create other people to tecket.. why not interested manageengine techical department.
Service Desk Plus V3 API problem adding a request with multi-line description
Hi, Previously using V1 API I was able to add requests specifying multi line description by appending %0A to each line in the description field. Now under V3 I've tried \n \\n and %0A but none work. \n does nothing, \\n results in \n being part of the
User validation error
Hello to all, we have restarted a production server and after that we can not login to SDP. In SSO we can see the following message: 2021-09-07 10:00:17: HttpSecurityService: C: GET /scripts/Popup.js 2021-09-07 10:00:17: HttpSecurityService: C: GET /scripts/MicrosoftTeams.min.js
Servicedesk Plus Ver12.000 REquest Upload Crypt excel file Faild.
After applying the build 12000, I can no longer upload a open password protected excel file when making a request. Please tell me how to resolve. When making a task or request, can't upload xlsx file with encryption and password. Same reason, pptx,docx
Home Page Edit
1. Is there a way to change the request to automatically open the default request template and not the request catalog? We want the user to be able to click and submit a request as we are only using one incident template (default). 2. If the above can
migration of specialists
Hey we plan to migrate users to a new domain. specialists who are added to ldap will also be updated to the new domain. Is it possible to migrate specialists to a new domain so that the entire history of their applications is preserved? The attribute
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