[Security Advisory] ServiceDesk Plus not affected by CVE-2021-44228
Dear Users, We would like to inform you that ServiceDesk Plus is not affected by the recent RCE vulnerability (CVE-2021-44228) reported in the Log4j framework. What is CVE-2021-44228 vulnerability? According to the Apache foundation, the reported
Using APi to retrieve tickets based on Subcategory
Hello everyone - I'm new to ManageEngine and using the API. I'm wondering if it is possible to retrieve a list of tickets based on the subcategory? I've tried a few combinations using search_fields and search_criteria) but have not been successful. I'm
Checklist inside an asset?
Dear all, Is there a possibility to add something like a checklist to an asset? The reason behind this question is our workflow for staging new computers. 1. We manually add a new computer to the corresponding asset category and set it to state "In Preparation".
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
populate the data from database, listed the name of the field in bold to be populated
this form, there is Account type selected Exiting account, mean new account was created before and now I want to populate the exiting saved account in the account name field, Account Owner field and Dev/Test Budget(per month) field.
[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
User Groups Active Directory Aware
I would like to see User Groups be able to identify with Security Groups in Active Directory. If your system is already AD aware, why not take advantage of peoples already existing AD groups that they manage. I don't find it effective to only be able to filter on Department, Site, Email, Title, Name.
Technicians not showing online.
We have four technicians all logged in but each technician can only see them selves as online. Other technicians show as offline. I found a similar post from a year ago. https://pitstop.manageengine.com/portal/community/topic/logged-in-technicians-not-showing-properly
User CMDB APIs
When I want update Users (As Customer New CI) via API this error appears All sys field updated except additional filed { "API": { "response": { "operation": { "result": { "statuscode": 3016,
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>
Add Attachments to first notification to Technicians
I would like to "Alert the following technician(s) by e-mail when a new request is created" and have an additional checkmark below it or to the side to attach any attachments on this technician notification. I see much value as it currently on one of
Auto Suggestion-Auto Solution for Service Requests
Hi, AFAIK auto solution feature is currently working only upon creating incident requests. Whereas auto solution for service requests would be very useful indeed. For example; in order to prevent repetitive information requests about newly applied procedure. (which also can happen very often) Is it possible to add this feature upon creating service requests for further releases?
Please help provide solution of how to adjust/rearrange list of Urgency in Incident Form
We have question from customer regarding how to adjust list of Urgency in Incident Form. In Incident Form, there are Impact and Urgency which you have to select Impact first before select an Urgency. However, an Urgency list in default it arrange by
Removing/ Hiding Default "New Incident" template
Hi, Is there a way by which the default template for creating incident "New Incident" template be hidden or removed for specific User groups/ Support groups/ Department/ Requesters. Can anyone pl share feasibility to do this pl. regards, R Karthikey
Duplicate workstation assets showing as IP addresses, eating up total asset count
Hello all, My title pretty much describes the issue, but to clarify: I have a 500 IT asset limit in my Service Desk environment, which is fine because I have less than 400 total workstations and servers to keep track of. However, I am noticing that many
KPI report - total time of incedent record in status 'on hold'
Hello We have two request status 'on hold' and 'waiting for feedback' I need a report listing for each ticket the total amount of time the ticket has been in status 'on hold' and/or 'waiting for feedback'. Note that during the life-cycle of a ticket, a ticket can be multiple times in one of those 2 status, taking in account the account the service hours. Needed fields: request id, technician, group, title, total time ticket in status 'on hold' and 'waiting for feedback' Thanks a lot Marc
Field and Form Rules: External data
Hi, Is it possible to populate a drop-down menu with values from external sources (say Active Directory) using Field and Form Rules? An example could be a drop-down menu of all the company sites. And instead of having a static list in the custom field
Change Database
Hi I used the application database itself (Postgres) I entered a lot of information Now I want to change the database to sql server Can you help me?
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
[SDF-98023] Web URL clickable when system field "Description" is disabled
Web URL should remain clickable when system field "Description" is disabled. This is due to the fact there is no other option or field type to add enriched text on Requests from Helpdesk module. For such forms/request we find quite useful to have a field
Attachments to New Contract
You used to be able add an attachment to a NEW Contract at the time of creation. Seems we have lost that option and you are required to go back into Edit Mode to attach your file. Can you give us back the ability to add an attachment at contract creation?
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
Variables not available in Resolution Template
(Post relevant to ServiceDesk Plus build 9120) Hello Could you please add the variables box in the Resolution Template. Same as in the Reply Templates (see Picture in Attachement) Regards, Markus Inappropriate
SSL Renewal but I do not have access to the keystore password.
I need to renew my SSL certificate for service Desk, but I do not have the password to the sdp.keystore file. The documentation states that I will have to start anew. Is there a best practice for doing so? Should I rename the current sdp.keystore to something
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
Including attachments with technician notifications
When will this feature be added? We're hoping to use SDP completely via Outlook but when the technicians get notifications on new requests, attachments are not included with those emails. They still would have to login to the SSP to view the attac
Custom function to send reminders to requesters after set period of days on Awaiting status
I have searched the forums and found a script that is a year old and uses Python to script it. Is it possible to either do the reminders via Deluge script?
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.
[SDF-53275] Need the ability to print a project
I need a way to print all details for a single Project in SDP. What I am looking for is much like the Print Preview option in Requests. I need to be able to print the Project Details, as well as the Milestones and Tasks. Mainly, this is for weekly
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,
[Security advisory] Authentication bypass vulnerability in Desktop Central
Dear Users, This is a security advisory regarding an authentication bypass vulnerability (CVE-2021-44757) in ManageEngine Desktop Central, reported by an external security researcher via our bug bounty program. Who is affected? This vulnerability
Non-Tagged/Tracked Asset Loan
Is there a way to loan out non-tagged/tracked assets? We have to loan out a significant amount of assets that IT normally doesn't track at an individual level (webcams, monitors, etc.). Is there a way to allow for the loaned assets to accept generic
Query Request Cataloge and Tasks
Please provide a query: Request Cataloge name, Technicians, Tasks on request, Task owner, Task group, Task status
Script to extract Time Zone based on Personalize Tab settings of a user
Use Case: Since we have DevOps and Developers for application deployment in different parts of the world, it would be good if we can specify different time zones (i.e US EST, GMT, etc. ) on the Change template. Is there a script that we can use to extract
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
[SD-100695] Request Life Cycle Graph View UI Suggestions
Hello, current build: 11307, using chrome and edge I spend a lot of time working on Request Life Cycles for my employer, and there's two little things that I think would be great to improve on: If the name of a status is too long, it won't display entirely
Vew All tasks for Technician via APIv3 (powershell)
Hello! I'm having some issues designing a process that would invovle reading all of the tasks assigned to a technician via the API. When i attempt to use the api query designer in the documentation, i get the results that i would like -- All tasks owned
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