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Exclude certain fields from Notification Rule: "Acknowledge requester by e-mail when the request is updated"
It seems that a request is "updated" whenever any field in it is changed. But we have some fields used for internal purposes, and when those are changed by the technician, how can we avoid sending notifications about them? Am I missing something obvious?
Query Report Asset State
Hello, help me add in this query Asset State (In store - In use etc.) User Asset Assigned Thank you SELECT (resource.RESOURCENAME) AS "Computer Name", count(sdatt.attachmentname) AS "Attachment Count", LONGTODATE(MAX(sdatt.attachedon)) "Last Document
SDP Build 9336 - SMTP Issue
Currently getting the following error in the logs when sending emails via o365 smtp auth on build 9336. [03-01-2022]|[SYSOUT]|[INFO]|[124]|: 421 4.7.66 TLS 1.0 and 1.1 are not supported. Please upgrade/update your client to support TLS 1.2. Visit https://aka.ms/smtp_auth_tls.
Desktop Central Integration
Desktop Central was a bit of a surprise for us. We went ahead and installed it on the same server as Service Desk Plus. We do not plan on getting a licensed version. We would only want to use the Desktop Central agents to scan assets. Is having Desktop
[SD- 100868]SCCM integration and software inventory
Hi, Because we didn't want to deal with the hazzle of managing a whole extra product (Desktop Central) in regards to configuration, patching, etc. we haven't installed the Desktop Central and therefore our Asset function in SDP is now limited. We've instead
Change - Implementation - Sorting of Tasks
When viewing the Implementation stage of a Change, it would be great if there was a sorting option for Tasks which just directly sorted by dependencies. For example, right now if I add four tasks and then I define the dependencies such that they go in
Editing groups of specialists is not available
Hello. after updating to version 13.00, the ability to get into the "Support Groups" section in Russian disappeared. After clicking on the link, returns to the page - /HomePage.do?view_type=my_view If translated into English, then it enters the page,
How do you do a manual asset scan now with the Desktop Central Agent?
How do you do a manual asset scan now with the Desktop Central Agent for PC's that are on a separate network and cannot talk back to SD server? Previously the SD had a vbs script that ran and would leave the XML file on the desktop from there you import
Upgrade from Version 9.4 build 9400 to 10000
I am trying to upgrade from Version 9.4 build 9400 using the following file i.e "ManageEngine_ServiceDesk_Plus_9_4_0_SP-1_0_0.ppm" But its showing uninstallation completed with the below error in dos prompt in the background. Could not create connection;
How to add fields with multiple section for Project Module?
Hi there, I want to add additional fields with multiple selection into my project detail (project module), is it possible? And how to make field required? Thank in advance for your help.
Select different owner when creating a project
We are on SDP 12006. When creating a new project, the only user in the Owner dropdown is the person creating the project. We have multiple technicians that have the Project Admin/Manager role associated with their Technician account. How can I get other
API Rest Put to assign ticket fails with error 4000
{"response_status":{"status_code":4000,"status":"failed","messages":[{"status_code":4000,"message":"Input Json Data not found for entity.","type":"failed"}]}} When doing this from the API documentation page on our actual server, it works fine. When running
Custom views - Sorry an error has occurred
Hi, We're currently on build 9320 but have had this problem since 9315; every time any user attempts to create a custom view or edit an existing custom view they receive the below error: Sorry an error has occurred Unknown error occurred while processing your request. I've checked the \ManageEngine\ServiceDesk\Server\default\serverout0.txt log file and it throws a pile of Java exceptions when this error occurrs. So far I've tried the below that I found in an old thread: Shut down service desk Rename
[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
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.
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