Missing License file
Dear Team, Please suggest how to generate this license, which is activated in the server, but due to issues in the server, we want to set it up in a new one. Product Name : ManageEngine ServiceDesk Plus 9.3 License Type : Registered Version License ID
Information not avaliable on CMDB
Hello, We used to have a workstations' information available in the CMDB, but after the update to the version 15.1 15100 we can't seem to be able to see it. And I don't know if it is related, but I got the following message when opened Service Desk (On-premise)
How to monitor Smart Phones in Asset Explorer
Hello, We want to add Smart Phones to Asset Explorer. Is there any way to do it without it being done manually? And for it to get information from the device? Thanks, regards.
Create bulk service request via excel or csv in manage engine
How can we Create bulk service request via excel or csv in manage engine ?
Change automatically status after approval
Hi everyone! I'm working in the lifecycle request and I don't see a way to automate the status change after approval. My customer needs it to make easy the ticket work. They wants change the request status and autoassign a technician if the approval status
INTEGRACION DE SERVICEDESK PLUS CON MS TEAMS
Se esta realizando la integración del MS Teams para que los usuarios puedan utilizar un bot para su ayuda al momento de generar ticket en la plataforma de ServiceDesk Plus. Se siguieron los pasos proporcionados en el manual de integración del MS Teams.
Project Use Question
I have a use scenario and I'm curious if the Project module will satisfy it. All of our IT equipment runs off of a rotating 4 year lease schedule. Our organization has about 2000+ devices so there is always Schedule reaching its end of life and needing
Want to create a bespoke group role in SDP
Dear Team, Is there a way to create a new bespoke group role that would allow privileged users to create and edit individual and Global Reply and Resolution templates? The only way that we can assign users this access is by either giving them one of the
I Can't AddRequest By Api
I really don't know what to do anymore! Based on the recommended structure noted in service desk plus documentation for "addrequest" by API { "request": { "subject": "Unable to fetch mails", "description": "I am unable to fetch mails from the mail server",
how put url (external link) to the request template
I consider the case when the user specifies the problem, for example, indicates that there is a problem with telephony-> there is no sound in the headset, then display a web-link to the instructions on the request template (in this case, insturction how
Service Desk Plus REST API - Get Requests & Changes with last updated time as a search criteria
How can we get list of requests (GET api/v3/requests) with last update time as a search criteria. For example, we want to get a list of requests updated in last 5 minutes. How can we achieve it? Also, we want to perform similar query for list of changes
ServiceDesk Plus REST API for Webhook subscription
Hi, Is there a REST api method available to register for webhook subscription on ServiceDesk Plus?
ManageEngine ServiceDesk Plus REST API - Get all conversations for a request or a change
Is there a REST api method available which can fetch all conversations for a request or a change? Also, is there same for adding a conversation to a request via REST api.
License Expire - Free Edition
Good Morning, I'm using the free version of the service desk plus, but today I've seen it giving a message that the license will expire. How do I renew my free license? When you click the renew button this appears the following message: You are not allowed
Automated Follow-Up Emails per group
Hi i'm just wondering if there's a way or a system in place that would allow preset emails to be automatically sent on on a per call/per group basis when there hasn't been a response from the user in a specific time frame, so this would cause a trigger
Risk and impact score is not popping out after adding the HTML script and adding the java script in formload rule in UAT in additional field risk score
Dear Team, In SDP change Module in UAT i have made the below changes as per the below manage engine article reference. Reference article:https://pitstop.manageengine.com/portal/en/kb/articles/calculate-risk-score-based-on-a-custom-questionnaire please
How do I purge old requests?
Is there a way to purge the DB of old requests? We already archive, but we have 10 years worth of tickets and I need to free up some space. running version 9.1 Build 9118 Postgressql Windows server 2012 r2 datacenter
LogicMonitor Integration
Has anyone done any integration work with ServiceDesk Plus and LogicMonitor?
Is there a way to setup a technician for the project module only?
We have a 3rd party working for us and want them to add projects in service desk.
problem to Add Request via - /api/v3/requests
I have problem to Add Request via /api/v3/requests all time getting response { "response_status": { "status_code": 4000, "messages": [ { "status_code": 4001, "field": "requester", "type": "failed" } ], "status": "failed" } } p.s i can update req. with
Renaming non-IT assets.
Hi, I need your support on renaming non-IT assets. So, I need to change more than 1000 asset names, which I cannot change the asset name with the asset edit function. For this reason, I have to re-add the assets with new names and make corrections in
Encrypting 'old' attachment (existing) files
Hi I am enabling file encryption as described here: https://pitstop.manageengine.com/portal/en/community/topic/tips-tricks-password-protected-file-attachment Noticed that it only zips the 'new' files after you enable this feature. Is there any way to
How to remove the Site and Asset field from the below Template
Dear Team, How can we remove the Asset and Site fields in the form designer for the Requester View ?
Same user in different ESM instances
Hello, Hope you are doing well. Can you please share the configuration steps to arrange a user who is end user for Instance 1 whereas same user is technician in Instance 2. At present, it has been noticed when a user login he can see dashboard with Instance
[SOLVED]Change time zone for all users
Good day! Please tell me how I can change the time zone for all users, both current and new users. Is there such a possibility in the web interface, or editing of any configuration file. The zone I need is Moscow UTC +3. Thanks in advance for your reply!
Version 14 - Font upload looks disabled?
Hi, Installed latest version 14 on dev server. When I add the font 'Lucida Fax' ttf file I get the red disabled icon - why?
Change field value based on Service ticket status.
I want to automatically change an additional field value once a Service ticket Status changes to Closed. I can do this with an Incident but not a Service. The Status field is a selectable option for Incidents, but not for Services. I cannot bulk modify
SLA Escalation
Hello, We have several service groups and several team leads. We would like to put different service groups and Team leads in one escalation level. Is there is anyway that we can make this happen? to differentiate between the Technicians and Team Leads
Technician Key Help
I already generated Technician key, but where should I put the Technician Key? Also, what will be the codes in XML? Thank You
backupdata.sh compressed files on a full hard disk partition
Servicedesk version 9.2 (9220) Recently im migrating an operating system from Windows to Ubuntu, and i need to do a full backup, but at the time when i execute manually the command on Windows (cmd) it compress the file attachments on a partition of the
Get a string from description
Hi dears, How I can get a value from description and set it on a custom filed? for ex: a request registered, on the description has like : from [Joe Evian Jayas Pen [HTML invoic](/moyaja/pen/wJCra/).... Invoice #: 101138 Amount Due: $600.00 How I can
Need to delete all users
Hello, Fresh build, did an AD import and it's pulled through all users as well as a whole bunch of garbage that I now need to redo, however I can only delete 100 users at a time. Is there some way to delete them all at once as 100 at a time is going to
Preventive Maintenance Tasks - Periodic Scheduling
Hi, I'm trying to configure the Preventive Maintenance Tasks using the periodic scheduling. In a scenario where there is a task with 30 days, and for some reason I need to activate it earlier, the 30 days do not start counting from that time, but from
Contract Expiry notification with Link to Contract
The Contract Expiry notification doesn't have a link back to the contract. Is it possible to create a link so that the recipient can go to the contract quickly?
Survey
Hi. I want to create survey, with several questions. But each question must have different answers. How can I create different answers for the questions? Thanks in advance.
Asking Guide to Create the Email Alert for Overdue Ticket
Dear Support Team, Good morning and greetings from Tangerang, Banten, Indonesia I am Millah, one of the new employee at my company. My company is using manage engine service desk as IT help desk. Please let me know the latest manual handbook and please
Assets Module > Software and License Management Best Practices
Hi, I've been working in our ServiceDesk system trying to get the software licensing to a point where we can use it for better management of the licenses in the environment. Spreadsheets and the like are still in use, because of speed and efficiency.
Multiple tickets from same client
Hi, I was wondering if anyone had a solution, I raise a ticket in a 3rd party support desk, when they respond it opens a ticket in my support desk. The issue is if they respond to the same ticket it doesn't update my one, it just creates another ticket.
[SDF-22226] How to add requester additional field in e-mail notification
Hello. When i create incident additional field i have column name with variable like $UDF_CHAR. I can put it into every notification and recieve information from my custom field. System also have requester additonal field, but there isn't column name with variables. I need to put some additional information about requester into e-mail notification. How i can do this? Thank you.
[SDF-23969] Automation from Incident Request to PO Creation
Hey All Has anyone scripted automation directly from an Incident request to a PO? We run a separate request and approval system in our environment. When a request is approved, an email gets sent to SDP to notify a technician for deployment. Now that we have the Purchase Module, my supervisor would like to convert these approved requests into a PO. Does anyone know if this is possible? I checked out the Business rules, but it looks like I can only convert to a Service request, and then associate that
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