[SOLVED]no login for Administrator in web interface
Hello, i have a problem with administrator login to the web interface in service desk plus. when i prompt the credentials the system returns "username or password is incorrect" i search in the logs and i find this: [08:31:31:344]|[02-22-2022]|[com.adventnet.authentication.internal.PAMImpl]|[INFO]|[59]:
[SD-100785] Empty new request after duplicating service/incident request
Hi SDP is v120007 After last upgrade request duplicating process is broken During duplicating incident or service request SDP clears body (description) of duplicated request and keeps all other fields like subject, type, requester, SLA, assets, etc.
Technician task auto assign
Hi, For service catalog form design I used task pre- define template, but I want to assign task to technician in support group. Please add this feature in next release
Python script for update CI Name
The task is to massively update the names of CI from the excel file. It is necessary to write a script, but due to little experience in python, I have difficulties in working with the API (Update CI). Can you please help with this? Are there any ready-made
Can I do a lookup in a field?
Hi Is it possible to do a SQL DB lookup of a value? For example - one of my technicians needs to put it an image ID from another system. What she would like is in the Service Desk template to already display a list of all the image ID numbers, stored
Solutions section - Is it customisable?
I am just making the last few amendments to the Self Service portal before launching it to the business. Some of the feedback I've had is that the 'Solutions' section is not aesthetically pleasing and looks very archaic. Is there a way to customise it,
SDP <> HPSM Integration
I’m currently testing manage engine SDP and I was wondering is there any way to integrate ITSM systems like “HP Service manager” with SDP to open requests on SDP using the pre-field data on HPSM? Thanks
Added new instance - only one technician?
HI We are testing a new instance and I wanted to allow my supervisor to demo it but I received this message: "Your license type does not allow you to add more than 1 technician. - Technician add" Is there any way to allow more than one technician for
Notify group member when ticket is assigned to group (without technican)
Hi, your technicans did not receive any notification by mail when a ticket is assign only to a group. I tried it with: Alert group members by e-mail when a new request is added to the group Alert group members by e-mail when a request is left unpicked
[SD-98765] New version - broke notification edits?
Hi On version 11308. If I go to 'Notification Rules' and then select anything under' email templates for' (Replying to Request for example) I get a big red error and cannot edit the reply notification. Doesn't seem to work with any of the 'Email Templates
Mail Fetching process of ServiceDesk Plus was stopped
Hi Team, We are getting following error message while mail fetching process. Product Name : ManageEngine ServiceDesk Plus Build No. : 9317 System Error Notification An error occured while processing email with subjectOfMail : RE: Small Parts messageid
Login Box
Hello all We have SD set up to login through AD authentication, but this shows up when trying to navigate to SD. So users need to login using their AD credentials. Any suggestions on preventing this from popping up?
How to register device damage on the assets module
Hello, I am am trying to figure out how to keep track on device damage`s . And pull reports to show how many devices have had damage the last week or month. Currently we use a google sheets doc to write it down . An extra tab called damage history with
Logging in with O365 Credentials
I currently have a mixed environment of On-Prem AD and Azure AD. Not all users have an On-Prem account but all users do have an Azure AD Account. For a variety of reasons, we are not synching our 2 environments and for the foreseeable future we won't
Creating ServiceRequest by API
Hello, I'm trying to create a service request via API I'm using "is_service_request" field for this in body. But getting response: "field":"is_service_request","type":"failed","message":"Read only field cannot be edited" Can I make this field editable,
Others Category Default Value Unicode issue
Hi, I want to change others category default value in service category to Arabic string, but I see UTF-8 issue that attached. I used this query to update: update globalconfig set paramvalue = N'الآخرين' where category = 'Others_Category_Default_Value'
Single Sing one Error
SSO log error: 2022-01-01 12:13:09: jcifs.smb.SmbException: The SAM database on the Windows NT Server does not have a computer account for this workstation trust relationship.
Asset explorer / Desktop Central Agent without Desktop Central Server?
In the past we have maintained our assets using the Asset Explorer, in the release notes for the new SDP version we were told to use the Desktop Central Agent in the future. How can we use the Desktop Central Agent without installing the whole Desktop
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
Database size
Hello, Just a general question here. Other than a scheduled database maintenance cleanup. Is there anything else that can help purge the data? For example, performing a clean up for asset scan history, or, removing system notifications? Regards, Gary
Add image button to notifcations
Hi Can you please add the ability to use my company logo (add image button) to notifications? I added them my self using html editor but they stopped working after one of the updates. Please enable add image to notifications.
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
Execution Order for Business Rule criteria
I did not find any documentation for Business Rule criteria execution order request: criteria: (A or B) and C What would be the order I have to use? 1: A or B and C 2: C and A or B 3: not possible to define as order has no impact on functionality (always
Error Restore
HI Friends I have a problem while restore SDP data my SDP database is Postgres. I'm using Arabic Language. Error message text file has been attached to this topic Service Desk 11300 My Database Postgres
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
Auto assign on technician availability
Isn't technician auto assign supposed to assign tickets only to logged in technicians? The thing is that some technicians leave at 4pm and others at 7pm and we dont want to get tickets assigned to the techs leaving at 4pm. Is this possible? Cheers!
Technician Auto-Assign vs. Business Rule
Hello, When I enable Technician Auto-Assign and I have business rule assigning tickets to technician, which one will rule, the former or the latter? Thank you for your answer. deniz
Archive posts on this forum
Hi Is there a way to archive some of the posts on this forum? When I search for ideas or how to approach certain things, posts from 12 years ago which do not relate to the current versions or haven't been active since then are unhelpful in the results.
Forum Search Results
You should fix the Community forum search so that the results are always displayed Newest to Oldest - it's not really helpful when searching community posts to show me items from 12 years ago.
Servicedesk 13000 notifications - why why why
Hi, Looking at version 13000 *beta'. You have updated the email notifications and they look better, That tells me you know they didn't look so great. Thats a good thing. What is not as good is that we still can't add an image (like our corporate logo).
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
Reply to an email causes appended conversation
Scenario is: Requester emails helpdesk email and also one of the technicians. The requester gets ticket notification. Technician replies via email to the original e-mail from requester - his response is appended to the request created by the requester
How to see group the incident came from
Good day to All. Is there a way to show on the main screen of the incident which group the incident came from if it was moved in the system. Needed to return the incident back to this group.
Custom report
I need to be able to run reports based on Time of day. Example I need a report with a count of how many calls created from 5pm till 6am for group PCTech last month and last quarter and a 2nd report that Lists the subject of those calls Servicedesk Plus Your
Modify sort algorithm in requests' table view (this would allow sorting by multiple columns)
People have asked for sorting the requests' table view by multiple columns (such as Feature Id:26101), but really no new functionality is required to accomplish that. Instead, the sort algorithm can be modified such that when a user sorts using one field,
Merge and Close Tickets if second email arrives confirming OK
We have a number of items that generate tickets like UPS on distorted power or an internet link dropping out that soon fix and a follow up email is received confirming. Like "ups no longer on distorted power" or "internet link up". How can I create rules
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