Any way to shorten an approval link URL?
Hey everyone, pretty new to ME. I was wondering if anyone knew if there was a way to shorten the URL for approvals. Due to some recent spam scares, many users are very hesitant to click links now. The approval URL is a long one and I can see how some
email notification failed with o365
It was working before 2 days. Now all notifications failed. Approval not sent. telnet to smtp.office365.com on port 587 is working. Log file showing the following : ([com.adventnet.servicedesk.utils.ServiceDeskUtil]|[SEVERE]|[137]: FAILURE :Problem while
ServiceDesk Plus will not load
very good friends I have a problem update my SDP to this version 10500 Because I am migrating to another server. it finishes updating successfully but it doesn't load and i want to start the processes and it immediately stops them. Applying the run.bat
Asset Explorer 6.8
Hello, I'm trying to find a link to download AssetExplorer 6.8. I'm using release 6.9, but I cannot load backup files from the 6.8 version because the newer release uses ezip format where 6.8 was using .data format. Thanks
Error when creating request after update
After updating Service Desk from version 11.1.30 to version 11.2.00, when I try to create a request using the existing incident template, i get the error "invalid intput: submitted_by". What could be the problem?
Filter criteria is limit in User Group
Hi, I wanna to segmentation between users to show service catalog but filter criteria in User Group is limit. I want to define user group by all user fields and all additional fields. Do you have any solution or workaround? If no, please add it in next
Create new Local Authentication User via service catalog
Hi, How I can Create new Local Authentication User by service catalog form? I have a request form for named :"New User" and it have username,password and.... fields. how it possible after submit the form, SDP create local user with the filled fields?
How to keep the email thread open when replying
Our organization is new to service desk. When replying to a request in Service Desk with these buttons: It opens the reply but the area of the page with the original request from the end user disappears and only the reply window is open. We very often
Task filtered view
Hello, Does anyone know how can i give access to a role access to mark as public a task view or any view ? i have team lead that created some view's and they want them public. regards Martin
backup and fileAttachments Directory
Hi, I think i have a problem with the folder structure. All my installation is on the path C:\Program Files\ManageEngine\ServiceDesk but i found another folder in the path C:\ManageEngine\ServiceDesk Inside that folder, i see backup and fileAttachments, where
[SDF-84037] Can we define the starting number and number size of an SDP Instance?
Hi folks, for ESM, does anyone know if we are able to adjust the numbering scheme when standing up a new instance? We're wondering if we can make this shorter or use a prefix to have a shorter number. Presently, the starting number is nine digits, and
API for submit wordpress contact form
How I can use API on WordPress Contact form and send value of fields to SDP?
Task Priority - Priority Order
Hi, I have been using the Tasks feature within the Home menu and setting the priority so I know what tasks need to be completed in which order etc. However, when setting the table columns into Priority order I've found that rather them being shown in Priority order (e.g. High to Low, or Low to High) they're shown in Alphabetical Order (Z-A) [See attached screenshot]. Is there a way of changing this? E.g. adding a new field in the column drop down menu? Kind regards, Dan
[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
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