Define role to access all request except one support group requests
Hi, I have SOC team in my organization. This support group request is about security. In our security policy SOC group's requests should not be viewed by others, not even the service desk support group (first level). What should I do to define role to
Click-To-Call sample script
Hi, I want to implement click to call option with our custom IPPBX in integration->telephony->service custom. I need to sample with any language to understand structure to do this job. Thanks for posting a sample script here. Thanks for helping
How to connect SDP API with Postman for add request
Hi, I use Postman tool for API test and develop. Also I read your documentation for use SDP API (Build 9301), but when I test a API like add request, SDP return error. This is my screenshot from Postman: and return below error: No input data for get all requests Thanks
Reply from Outlook not working 365
Hello, Here is our workflow. We have a mailbox, users email that mailbox (that mailbox is the one in use for incoming and outgoing emails). When an email hits that mailbox, the message is redirected to our IT support distribution list. By redirecting
Notifications for certain users
Hi, Having a problem with notifications for when a certatin user replies to requests. Notifications for new replies does not get sent to our technicians. The user is external, but is added as a local user to SDP. I have checked the spam filters but there is nothing that could affect this. The attached error ("It is either an automated mail or a bounced mail") gets generated in the logs. The reply from the user is indeed automated, but we do need it to generate notifications to our technicians.
[SOLVED] Cannot add attachment on request on non-english language selected [SD-82112]
Hi Updated SDP from 10510 to 10512 last night, no problem during update. But now Technicians reports that they can not add attachment when they respond to requests. I have tested this myself and I get a error message if I use a non-english language in SDP. No problem on english SDP: When I click Attach file, and file should be uploaded to SDP I receive this error: Ogiltigt värde angett för parametern "attach". Translated to: 'Invalid value for parameter "attach" And no file is attached. If I run
Has the new SDP version got some bugs?
Hi All, As seen from my screen shot. The new SDP version is showing a little strange. Seems to be showing some kind of code text on the wording in admin settings.
'My Dashboard' has different list of widgets than other dashboards.
Hi So I create a new report with a graph save it under a new report folder. Report works fine. I add the graph from the report as a 'shared/public' dashboard widget. I then add my new widget to the supports groups dashboard. Perfect no issues. The can
Can't install patch MESD v 11.2 build 11205
Hi there! MESD Plus installed on Windows Server 2019 DC. I have reviewed all the technical documentation on the site: ServiceDesk Plus migration sequence | ManageEngine ServiceDesk Plus download old version | ManageEngine ServiceDesk Plus latest version
Business rules problem
Hello, We are having some trouble with some business rules. The problem is that, we have a custom incident template for some users, and when we have to transfer the request to another department (via business rule), that doesn't go as it should be. We
Customize Tickets after Creation
Hello everyone, I sent a screenshot of a standard ticket as an attachment.This is from a normal user's point of view, the ticket has been created and resolved.Is it possible to hide the fields under "Problem description" and the "Meetings" area, depending
Field and Form Rules - Unable to set fields on submit
Hi, on SDP Version 13000 the Field and Form Rules are not executed. unfortunately no technican is in the chat and a support mail takes way to long ...
Not receiving confirmation mail
Hi, One of our customers aren't receiving a confirmation mail anymore. In the logging I found this: [com.manageengine.servicedesk.mailutils.RequestMailUtil]|[INFO]|[92]: Notifications for this request will not be sent. Because, it is either an automated mail or a bounced mail| What does this mean? How can I disable it? Thanks in advance. Kerim
Constant Lock Outs on Chrome Browser
Myself and many of our technicians have a recurring issue with Chrome browser upon logging on. We get an error - Username or Password is incorrect. The thing is, it is not bad. I can be in ServiceDesk Plus and close all my Chrome windows. Come back in
Priority Matrix
We've had a priority matrix set up in SDP for a while now and it had been working fine until this new year began. This is what it looks like: However when we're either editing a ticket or creating a new one, the auto assignment of priority is working
Issue sending survey on demand
Afternoon I have configured an incident Survey and want to test it by sending it to one user who has sent in a request however when I close the ticket and try and send the survey I get the below error: Survey not sent due to request mismatch with survey conditions Any ideas? Cheers
Can you update a Department associated with a Request?
We are currently using SDP ESM v11.0. We allow Users to be added from new requests. My workflow has always been to update new Users (Requesters) from inside the request, which would update the Department and Site. Since the update to ESM, all users have to be updated in the ESM Directory. From there, once I have assigned the user a Site and Department, I go back to the Request and edit the User / Requester Name field. All of the information will display correctly for the Requester, the Site
Field and Form Rules NOT Working when using Sites
Hello - I have a Field and Form Rule that Hides Category values based on the Site a requestor is associated to. However, it's not working. Based on this rule, if they are apart of any of these Sites, they SHOULD see the applicable values but they don't.
Change request status to on-hold while approval level add manually does not work
Hi, I set While a request is waiting for approval, stop the timer and set request status to on-hold in Self-Service Portal settings and some times use submit for approval some, it doesn't work and change status to on-hold. I think it's a bug. What should
User access to portal
Hello all. I am new to SDP and I am currently in the process of building a lab environment consisting of a Windows server VM with SDP installed. Also, a Windows 10 VM client that I hope to have access to the portal. Problem: when I check the Alias URL
(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
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