Add Request API
We have moved into a newer version of Service Desk and our SERVLET API is no longer working. I understand we need to move over to the new version of the REST API however, I'm new to JSON. I'm able to make the example work from the help, but can't find a good example to work off. In the servlet version we had a web form to collect the request details. I assume we can still do this. Any insight is appreciated.
[SOLVED] Mismatch of URLs
Hi Team, In our Notification Templates it shows the $RequestLink url as being as below: However when the notification goes out, it then shows as this: How do we fix this? Cheers, Bray
API v3 "search_criteria" doesnt work with more than one field
I'm trying to use the API for ServiceDesk Plus. I am using the tester on https://servicedesk_url/SetUpWizard.do?forwardTo=apidoc -> Request -> View All Requests It seems I cannot get the search_criteria to work unless I only have one simple field within it. Example 1. This works and provides lots of request results: { "list_info": { "fields_required": [ "group", "status" ], "search_criteria": { "condition": "is not", "field":
ESM - Unable Edit Instance Owner
Hi, We're using build 11101. I am admin for the current IT Helpdesk instance. We're setting up a Facilities Helpdesk instance which is in Pre-Production. I'm trying to change the owner of the Facilities Site to another admin but I'm getting the error message: "Removing the service desk owner is not allowed" I imported users into it so that I could make another technician an admin and hopefully be allowed the change the site owner to this new admin but as we haven't yet purchased the licences for
Doesn't change Asset State to IN USE, When I added USED BY releationship in CMDB
Hi, When I change Asset State of my keyboard, SDP added used by relationship to my keyboard. In this situation every things is OK. But when I go to CMDB section and add used by relationship to my keyboard, SDP doesn't change my keyboard Asset State to In Use. I wanna to import relationship between keyboard and workstation from XLS file, but already I don't have any solution. It's very important for me. What should I do? Thanks for helping
AssetExplorer Database Configuration
Trying to run teh database configuration to set up the database for SQl server I run the batch file, put in the necessary information, but the command window stays open, and nothing looks like it is happening. Does this utility created the database, or should that already have been done? If so, what rights does the account for the assetexplorer database need?
Images not displaying in ticket body
Having an issue where screenshots are not showing up in the body of the ticket. Attachments are coming through properly. Already tried the reset in the General Settings.
desktop central service desk agents
Hi, We currently have the desktop central agent on all PC's in our domain. We are beginning to utilize service desk plus and have integrated the two. We are noticing that the asset explorer provides a much more in depth scan on device assets etc compared to DC. We do not want to have to install another agent for assestexplorer to every PC. Is there any way we can integrate the DC agent and the SDP agent into one? So when DC scans scans and relays scanned info back to SDP, it at the same time uses
Images not showing in requests by email
When we receive requests by email and a user pastes a screenshot in the message body the images are not coming through to SDP. Instead, they show up as: [cid:17ac303f-0740-451b-91fd-905b3e4d9c46] or some other random number. It is also not showing images in the requester's signature which leads me to believe HTML is not working. I have tested with several different email accounts and browsers. We use Office 365 for our email. Please advise on how we can fix this.
[SOLVED] Wrong Image Path
Hello, i have update servicedesk plus from version 10508 to 11000 but i can't find image in the solutions. The path in old solutions has changed in this link https://gm1.ggpht.com/gUW7Vpw-N5BjYRDpioRMY-IaMLFa_-ewxiVvwJIUFH937xphTwWJVvlENU22LALDUQOl6CNt1kwxJAnSJw67tYX0NKlntrChbd7fWUlw2g97nbYh_TmKVWVH4m7cddvwlDPeJlp5jXrY-wPMFiSzo5uCXBUhc-0OQbip1C6autoPm0g3JqlIti5YEQ1ECJ-x92-A2UnRn3rKs-2xqAZ36iH3p1ah3-yAyoVPkuFcUTMi87CVUiJ50K6bhhkNJcRuaXwoORNDmpQTXlAuukP-9wkhiOZzqA7e_jl4eQJnH39rMsbj2HS1IX-lZ2cSOb_UGidvqY8XvLj760JkzlzO3Bcuc94Tj02a1g57rabzTzPPffaVpX6nrN0YZeH8XI7vKq2ZlVZB1OaLQhZYXK-JyGcnFDIE8VEKNcwCQjn28Tt_CYgBBl11uSmbOxe-ujxVtIqk-Eas1iKV7NgN_7fTLDfywc8FOSregsO5Rkj3YY_3QNbWLegqHa0VMJscjs1DMUHKOFjmdB_LwRJwc9yXuSLdSSHOUc7ZSBHMvjyKNAk6FXH75klooCITbeCli4-2jipBFgDEawWklCu41Li4hBW-B_Kfq_7Kr7oq7IVqg67eDsrFgWSQLqaITF3DMF1YMtCiV4V9i7rVorVJYvkPGXFwmVePSowqRU6WxKfYCPd8-fmR92f0YpN1J9Tqce7cetvSXJ4k4wSwHsTntYBxQumGbwTHJdS0gdn9QPfUy5f1E76KJv9_JeUZIrBOcw=s0-l75-ft-l75-ft
Self signed Certificate Error
am facing the error attached when i try to enable email fetching on my licensed Service desk plus , please help? "could not find a valid certification path to request target , so kindly configure to apply trusted\self signed Certificate "
Screenshots not visible in request emails
Hi there, We're using the latest version of SDP standard edition. We have an incoming mail address for support requests. Our users often send requests with screenshots pasted into their emails. The issue is that these do not show up in the request view on SDP at all. If they attach it as a file, the attachment shows up, but inline pasted images do not show up. Any ideas?
ManageEngine service error 4294967295
Hi. We are running Service Desk Plus Free version 11101 with PostgreSQL database. After update to v11100 service has begun to stop randomly with error 4294967295 in windows event viewer. We try to trace startup procedure by executing run.bat and saw that WebService startup takes 5-10 minutes.
TLS 1.2
Hi all, How can I enable TLS 1.2 for Email sending and receiving?
Variables not referenced in task mentions
Currently running SD+ 11.0 Build 11005 When I mention (@technician) in a task the email the technician receives doesn't properly resolve variable references. Below is a copy and paste of what is received by the technician in the @mention - note that the variables do no resolve to their values but are sent only as text and hyperlinks go to the actual text (e.g. www.$associatedlink.com and www.$tasklink.com) . This defeats any usefulness of the notification as the mentioned technician does not know
ERRORCODE: 1008 Data inconsistency in Application tables
Trying to upgrade from 10.0 Build 10017 to the next version before it can be upgraded to 11.1, I get the following error.
Error when turning PR into PO in purchase tab
When converting PRs into POs we have been receiving an error in red at the top of the screen that says FAILURE:null. We are currently on Build 11010 Is anyone else reporting this same issue? Is their a fix?
Business Rules not activating
Hi, I have two Business Rules set to email a notification out depending on certain criteria. The Site Down rule works fine, no issues. However the Planned Server Shutdown one does not send an email. What am I missing? Thanks Lisa Database Name = Microsoft SQL Server Database Version = 10.50.1600 Current Build = 11005
[SOLVED] Can't change the ticket status to Open
Hello, we can't change the status to Open for the tickets when they're in an another status. It's a new problem, that we don't have for users on admin profile
Not able to start Servicedesk plus 9416 build post backup restore
I tried restoring backup for servicedesk plus build 9416 and post that its getting stopped and not coming up. Wrapper is getting stopped again and again
Servicedesk failing after upgrade from 10.0 to 10 sp1
I was upgrading our Servicedesk from 9.4. to the latest 11. I successfully completed the upgrade to version 10.0. I ran another backup, started the next upgrade for 10. SP1. The process keeps failing at about the 15% mark and says it is having problems upgrading DB. Now the helpdesk service starts and the webclient runs but the webpage does not come up. So I tried running the run.bat file and this is what I get: Thanks for any help, Tom
Fetching mail from 2 accounts
Hi all, I've been tasked with essentially creating a version of the servicedesk in which our facilities team can view related jobs to them. I'm having an issue when attempting to fetch mail from the second(facilities) address. Both of the addresses are listed in the incoming tab on the mail server setting. The original address(our tech support one) is working flawlessly. I have created groups and roles after following older guides on how to set this up. Technicians have been assigned to see the
Field and form rules
Hi! I've created a form but when I select an item in a dropdown list it does not show the fields, instead it shows this: What can be wrong? This happened after the upgrade of SDP I believe
Not able to create " Incident - Additional Fiends - New Field"
Hi, We have not able to create the New Field in Incident-Additional Fields error "New Field Addition Failed".
[SD-79498] Organization Details won't save on new install
I have a new installation of ServiceDesk (Free) version 10.5 Build 10504 (June 20, 2019). When I try to edit the Organization Details, in the Configuration Wizard, my information won't save. When I click the Save button, the window redraws and the data is still the default (Name: My Org Inc, Address, Logo, etc). I've tried two different browsers on two different machines with the same results. Anyone else seeing this issue on the latest build?
Support Group - Send reply from alias address
Hi All, Not neceserily an SD+ problem but it's having a dircet affect on SD so thought i'd try you guys. So we have supprt desk setup with a primary Email of DD@ourdomain.com We have also have support groups configured. We have aliased an Email address for this group (DS@ourdomian.com). If a ticket is sent from an external address to the alias address then the ticket is correctly assgined to the correct support group. Great! However, when we reply on that ticket, the reply is sent from the primary
How to add SLA column for requester
How to add SLA column for 'requester' Thanks,
How to disable "Advance Search" button for Technician
How to disable "Advance Search" button for Technician :
Field and Form Rules Help
We have a service request template which has a picklist field in it which has two items in it: Yes or No I would like the service desk to be able to send an email to another staff member (not a technician) if the requester selects Yes advising them of an action to perform. How can this be achieved using the field and form rules? Is there a script that needs to be executed or some settings I am overlooking? Thanks for the help and regards,
Customising Home page
I am looking to customise our home page further to include the Company name given to our Portal above where it says How can we help you? Can this be done via the self service portal customisation area? Please advise
Notification Rules Templates Issue
I am having an issue where the signature I put at the end of our requester automatic response templates gains additional line spacing. It is only present in the actual response. When I go back to the template there is no line spacing separating anything. The main body of the template is unaffected though.
Request Life Cycle hold transition for technicin that hasn't access to stop timer
Hi, I create a RLC for service catalog as Request a Laptop. In our workflow, maybe we have laptop in store or not. When we haven't laptop in store, we order laptop from Purchase Department that provide new laptop. This process can take up to a month and we aren't responsible for this job. In this situation, we want to stop timer and hold request until Purchase Department provide us a new laptop. Also we don't want to access technicians to hold request. Now when I configure this transition (Purchase
Use of API's to a 3rd party supplier
Looking to add API's to allocate incidents and some requests to a 3rd Party for support. Where is best to start?
Installed trial version of SDPlus Standard today and local Administrator is no longer available
Hello, I downloaded/installed the SDPlus Standard edition trial today to pilot the system. During configuration, i was able to successfully connect to LDAP and import all of the users. upon logging out, I am able to login with the local Administrator user account but only as a requestor and not as a full admin. When I run the PSQL command to find local administrator 0 is returned (denoting no local admins). How can I rectify this problem without a reinstallation? I would really like to try this
iOS -Asset Scan
When trying to use asset scan from iOS device i get ''User does not have Permission '' when i use SD+ from an android i can use the scanning feature with no Issues. I used two different iOS devices with my account same issue What could be causing the iOS not to work All Permission roles are set ok This only happened when SD+ Build was upgraded
Multiple 'RE: CASE UPDATED' being added to replies
When replying to cases in ServiceDesk plus, we are getting multiple 'RE: CASE UPDATED' added to the reply. In a lenghty email conversation, this means the subject becomes extremely long and doesn't look great to the customers. Any ideas please? Example REPLY 1 - CASE UPDATED ( ##551997##) - RE: CASE UPDATED ( ##551997##) - Configuration of new mailboxes REPLY 2 - CASE UPDATED ( ##551997##) - RE: CASE UPDATED ( ##551997##) - RE: CASE UPDATED ( ##551997##) - Configuration of new mailboxes REPLY
Advanced Filter logic operators are being resetted each time
We upgraded from 9314 to build 9406 of Servicedesk Enterprise. In build 9406 and 9407, the advanced filter AND/OR logic gets resetted after using the search for the second time. Example: set 3 filter lines, second with "OR" and third with "AND" logic operator. Press search. It will show correct results. Press search again and "OR" operator will change itself to AND and results are not correct anymore. This is also happening after you search for the first time, then go to different area of Servicedesk
Office365 user mailbox is missing
>My company help desk guys revoke user mailbox license when an employee leaves the organization. >A script is run to convert user mailbox to a shared mailbox where the O365 License is removed. The shared mailbox does not require a license. >In one case, the script got failed and user mailbox is missing in O365 Where I am unable to find it admin center and everywhere. The one noticed point is I can see a contact with the user email address in Exchange Online admin center which makes me surprise. >Till
Login image
The login_image variable on the login form seems broken. we have a custom image, but it does not display. <div class="logo-heading" style="display: block">{{login_image}}</div> I would prefer not to "write around" this issue. Is this a known problem, or did something change that I need to update?
[SOLVED] mail fetching stopped
Hi, My server suddenly stopped fetching mails. On Mail Server Settings I see "FAILURE :E-mail settings saved successfully. Could not find valid certification path to requested target, so kindly configure to apply Trusted/Self Signed Certificate." I tried running gencert.sh and copying jssecacerts file but it doesn't help. My serverout0 log file shows: [13:01:12:329]|[01-09-2020]|[SYSERR]|[INFO]|[102]: Caused by: javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: PKIX
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