Forwarding Emails to Existing Tickets Creates New Ticket
I upgraded to 13010 on Friday from 13008. I know...what was I thinking doing an upgrade on a Friday? All went well but now when we forward an email to an existing ticket (or the helpdesk is included in a CC chain) a new ticket is created with that response.
Assets issue
Hi there, I'm actually facing an issue with the asset. I created new IT assets and named it (Dell PCs) to add the PCs in inventory in that section. After 2 weeks we got a new employee, and I changed the assets state from in-store to in-use and I chose
Broken Global Search after upgrading to 14500 ServiceDesk Plus version.
Hello, After upgrading from 14306 to 14500 ServiceDesk Plus version we've noticed that we cannot search requests with a global search, "Search across" and "Requests" -> "Default search" options do not give any search result. However, option "Requests"
Masterclass 2023: Season 2 Episode 3—Utilizing visual life cycles and workflows to standardize ITSM practices [On-premises]
Greetings from ManageEngine! Registrations for the third episode of the ServiceDesk Plus Masterclass 2023 are now open! We will be showcasing how to streamline and automate various ITSM practices using visual life cycles and workflows in ServiceDesk Plus.
[SDF-48845] Editor Field
Hi there, We were intending to use the Editor field in our Starters process to allow the line manager of a user to update further information / requirements about the new starter to progress the starter process. Which is fine for requesters, but we have
Scan Malicious emails forwarded to ServiceDesk Plus
We have KnowBe4 phish alert integrated into Microsoft Outlook that users can report potentially malicious emails. The phish alert (email attached) is sent to ManageEngine ServiceDesk Plus for our technicians to investigate if the email actually is a phishing
Show Ticket Number Request and Type in Change
Hi, Is there an option to add the information of the tickets associated with the change to the columns? We are looking for the first view to show us which ticket it is associated with (ticket number) and what type of ticket it is (incident or requir
Change request template of approved request
Hello, It's possible to change to another request template of approved request? I cannot delete the approvation to proceed to change templante. We are on Build 12008 with SQL Server. Thank you.
Cant start fresh SD+ on Ubuntu 23.08/Ubuntu 22.04
Hello Fresh install of SD+ on Ubuntu 23.08 / Ubuntu 22.04/ the app just dont want to start at all. Every time there is an error about "Trying to start PostgresSQL server failed" I was following the guide whole time but the problem still occurs Few months
API search
Hi ALL SDP 14500 We want to look for data in a limited period (using the parameter” date of making request”) among requests with a specific/ certain type of parameter from a customer field, to be sure, the number of request and other data from customer
SURVEY REPORT QUERY
Hi, We are using the freeware version 14.1 of service desk plus, we intend to procure the product soon and are in consultation with a provider. The most important thing for us at the current stage is to have a Survey report view that looks exactly the
E-mail Commands
I'm working on a process where automated emails from our HR's on-boarding software send an email (with email commands) to our ServiceDesk email in order to create a ticket. The issue here is that the email commands do not work when coming from the email
How to avoid the User to enter atleast 20 Letters (characters) in the Description Field?
Is it possible to avoid the User to submit the request without entering minimum 20 Letters (characters) in the Description Field? We want to prompt the Warning message for the User to Enter Atleast 20 letters so that the request can be submitted (stop
An error occurred while processing an email. Mail Fetching process of ServiceDesk Plus was stopped. Please delete the below mail from your mailbox and restart mail fetching process.
Good morning, I've been having a problem for a few days. The incoming email recovery service stops and returns the error (SDP Notification: ERROR : Mail fetching process stopped ). In the incoming mailbox the emails are read but not processed. I'm using
Integration Servicedesk Plus (and MSP version as well) with SIEM sistems, exem: Qradar, syslog, splunk, etc
Our customer and partners are interested in integration Servicedesk Plus with their SIEM. As example, they need information from history tab from tickets, changes, etc.
[SDF-72561] API for add dependency to request
Hi, I want to add dependency to request, but I didn't find it. Do you have any document to do it? SDP v11.2.07 DB: MS SQL Thanks for helping
I can't update to the build 14501
I have been trying to solve the following error when updating with updatemanager.sh for a couple of days now: Upgrade interrupted as the scheduled migration tasks of request notifications, inline images and resolutions are not completed. Make sure the
ServiceNow and SDP : Two Way Communication for UPDATES?
HI All - I've been reading documentation on ServiceNow and SDP API integration and I have a question. It seems when configured, the API can automatically create a ticket in SDP from ServiceNow and visa-versa (create a ticket in ServiceNow FROM SDP). However,
Report to pull all email addresses that have created tickets this year
Hi, How do I create a customer report that creates a list of each unique email address that we have received an email from? It would be especially good if it could also have a count for how many tickets were created by each email address.
Email Command - Date Field
What is the format used to set a Date field via email command? I've used both of the below formats but neither worked. The field just remains empty. All the other email commands I'm using work on this form and I've double checked the field name to make
Integration EndpointCentral -> SDP not working
Hello, The integration between Desktop Central and Service Desk Plus doesnt work. In log in SDP we can see: [com.adventnet.servicedesk.setup.util.DCCommonUtil]|[INFO]|[347]: Opening connection to oursite.pl:8,383...| [13:48:49:529]|[01-18-2023]|[com.adventnet.servicedesk.setup.util.DCCommonUtil]|[INFO]|[347]:
How to recovery delete asset on SDP and Endpoint Central !
Please help us recovery delete asset on SDP +!
Report Paasword
I set attachment file password but when I export a report, the password doesn't work!
E-mail Command troubleshooting
Hi, Is there any way to troubleshoot e-mail commands processing? We've always had a bit of issue with some mails not getting processed correctly, but it has gotten worse after updating to 14.3 from 14.1. The emails are generated by a website form, so
Version 14501 question
The following scheduled migration tasks will no longer be executed after upgrading to 14501 build or later: InlineImageMigration, ResolutionTemplateMigration, AntisamyNotificationMigration. During patch validation, users will be notified via a prompt
Report All Users list
Dear All, Please help me create query MySLQ to create report Requester list (include all Requester and Technician) - All field data. Thanks & best regards Tung Tran
End-of-Life (EOL) Announcement for Change V1 APIs
Dear users, ServiceDesk Plus V1 APIs for the change module will reach its end-of-life (EOL) on January 31, 2024. Moving forward, any upcoming releases will not have access to the V1 Change APIs. Impact: Any external products, web clients or desktop applications
Status change on response
Is there any way to update the status based on response person? IE the requester vs technician. There was an item open here that asked for this to be part of the program, and as it's 10 years old and nothing has been done, is there a way around the fact
QR Scan to open ticket
There's ticketing product that implements QR code scanning to open up tickets. Would be slick if servicedesk was able to do that, where users can scan a specific QR code that opens directly to a specific instance "HR, IT, Marketing, etc." , then fills
How to Hide and Show "Section Type"
Please refer to the attached image. Is it possible to display only the section name "Internet Services" and hide the section name "Request Details"? Additionally, when the user selects a value from the "Network Services" dropdown list within the "Internet
How to Add Radio Button Script Code in Description Field for Requester to Select
I would like to implement a script code that adds a radio button (or check box selection) with "Yes" or "No" options to the description field. This radio button should allow the user to select only one value. Please note that I do not want to add an additional
How can I obtain a report of all my 90k users and weed out duplicates / old records?
I've just taken over a Service Desk using the ME product, something I have limited knowledge of. We have a database of approximately 90,000 users, which is far more than the number of clients we support, I would say around double. I am looking for a way
Report for Software by User and Software by PC
Hello, I have the following Use Case: I need to know which Users have Software with "Citrix" in the Name installed. Those users could technically access Servers from one of our client companies and therefore need a higher office licence. So in short,
[Free e-book] Beyond performance: A guide to measuring your IT technicians' skillsets
We prioritize tracking and optimizing the performance of help desk technicians, but often fail to account for how closely performance is tied to technician skillsets. Identifying individual skill levels of technicians is vital in understanding and improving
Cannot Integrate AAP into SDP
When I go to SDP and go to integrations, then click the settings for Advanced Analytics Plus, it just pops up an error. Neither myself, co-workers, or support have been able to resolve this issue. I have restarted and shut down/rebooted the service. I
Time Showing in Description after Add a Request
I require assistance with the time output. Could you please review the script code in picture #1, the mandatory fields in picture #2 from the requester portal, and the output in the description field marked "on Form Submit" in picture #3? I would like
Wrong automatic assigning of mails to requests
Dear support, we have a weird issue where in some rare cases mails get added to the wrong request. We are running ServiceDeskPlus version 14306. The mails are correctly fetched from the mailbox but added to the wrong request. The mails don't have a request-number
Hide unnecessary fields in Release
Hi, Is it possible to hide unused fields in the Release Module using Page Scripts? For example: We don't use the fields "Actual Start Time" and "Actual End Time" so we would like to hide them.
Cannot Import Users via CSV
I was originally attempting to import users via Active Directory, but I was running into an issue with authentication, and I decided to try importing via CSV file. I am now having an issue where it detects the correct amount of CIs, but every one of them
Can you make Multi-line text box for service request resources?
I am creating some service catalog request templates and I am getting requests to make some of the resource fields multiple line text boxes instead of single line. Any way to make this happen? Some of the questions we ask arent just a simple one sentence
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