API Add Attachments
Hello everyone, I try to add attachment to request. As you can see on attachment i can upload from PostMan. I made a simple form for upload attachment to request but it gave an error like below. {"response_status":{"messages":[{"type":"failed","message":"The
Prevent assiging technician
How can I prevent technicians from assigning tickets to another technicians?
Error on Self-Portal on any browser
Hi, Suddenly our users started to "loss" the Self-Portal to submit tickets. We tried several things like updating SDP (now running last version 11.3 Build 11309), Java updates, browser updates, theme change... nothing worked. I can still login myself
Close "LINK DOWN" ticket if "LINK UP" email received?
We have our SD WAN devices set to email our helpdesk email. In event of link going down they will email say "(LINK_DOWN) - Site Name - Telstra Internet (USB2)" on coming back up will email "(LINK_UP)...". I had a quick look at Business Rules but not very
sentinelone tagging wrapper.exe as threat
we just upgraded to 11.3 build 11309 and wrapper.exe is being tagged as a threat by sentinelone. anyone else experience this?
[SOLVED]Add Request - Unable to select other technicians as Requester
I have noticed that when creating a request from Quick Actions or other places or trying to change the requester, I cannot select other technicians as the requester. Can anyone verify that this is normal behavior? If so, why? Case Use: My Manager (Also
Incoming test mail failed
Hi Team, We're having trouble configuring our mail server in free edition of service desk. When we try to save the configuration, it says the username and password are invalid, although our credentials are valid. The problem is with the inbound settings,
[Term of the Day]:Private and Public Keys
Term of the Day “Private and Public Keys” Definition — What are Private and Public Keys? Encryption has been around for centuries. Encryption is the process of transforming information into a form that is unreadable by anyone other than that the
[QUIZ- 7] : New features released in version 11.3 ( Part -1)
We are excited to bring our quiz activity for the recently held virtual meetup session on New features released in version 11.3 ( Part -1) . You can check out the session's recording and take the quiz to brush up on the topics covered. Here is the activity
transfer to a new server
Have a nice day! Now I'm trying to migrate my SD server to a new OS. I use the instruction https://www.manageengine.com/products/service-desk/on-premises/faq/upgrade-installation-backup.html#moving1 At the step of creating backUp, an error occurs. Please
Search by Description in Archive
I'm trying to find some information on old tickets in order to take care of some current issues. I tried building a report on Archived tickets but I'm not seeing "Description" as an option. Is it possible to build a query to search through archived tickets
how to use variables in subject name
Is there a way to set up a template to change the subject line when a user enters data into another field on the form? i want to have an employee name field and when that is filled in have it update the subject like to be "new hire - "data in employee
Graphs not updating
Good afternoon, We have some graphs that hasn't updated since late October. They count the number of tickets received in the month. They have been working well since we set up them up at the beginning of the year. We are running Version 11.3 build
Checklist Query Request
Hi, Please can I request two querys in relation to Check List data. Report 1 - Associated Checklists Showing any Checklist that has been associated with a call. Date Filter on Associated Date (Today, Yesterday, last week etc.) Fields required: Request
General Ledger (GL) codes per item in purchase order
Hi, Currently, in SDP, a GL code can be assigned for entire purchase order. In case there are multiple items in the same order that correspond to a different GL codes, such as hardware and software, this can become an inconvenient problem. Is it possible to implement GL codes per each item in purchase order? Thank you, Miron
[Take a two-minute survey] The state of ITSM two years into the pandemic
Hi there, We hope you are healthy and safe. We're conducting a two-minute survey among IT professionals to understand the effectiveness of ITSM during the pandemic. This survey will focus on understanding how the ITSM policies of organizations have
HTTPS: "Bad Request This combination of host and port requires TLS."
Hi! I tried to use a self signed cert and after restarting SDP I received this error message: "Bad Request This combination of host and port requires TLS." How can I change back to HTTP? I cannot access the GUI of SDP so I guess I need to edit some config file? Thanks
Dynamic Stage Approval
We have a requirement where need to add another approval stage to the Service Request based on the certain custom field value within form. Let say when someone add a request for phone it will be directed to manager as designed but if a requester selects an upgraded option, then the senior manager from other department need to approve that request as well. We could not find any option to do that under "Form and Fields Rule" to dynamically add the Stage or using Custom Triggers because we are not able
Duplicate CI
When viewing the relationship view of a User in CMDB, I have found that some of my Users have duplicate CI's for Monitors. This must have happened when importing monitor assets. When viewing the ALL CIs under CMDB, or in the User Relationship view, I
Logons stopped
Seems all logins stopped on our local copy of Helpdesk. Domain has worked flawlessly for a long time, now I can't log in with any domain users, and worst of all, I cannot get in with a local admin account either. Help!!
C# API sample code
Can someone provide some sample C# code that calls a Service desk API?
API V3 example to view all requests using a user created filter
Hi Does anybody have an example of using API V3 input_data to get all requests using a user created View/Filter. The documentation here:- https://ui.servicedeskplus.com/APIDocs3/index.html#view-all-requests shows the use of filter_by:- {"list_info": { "row_count": 20, "get_total_count": true, "filter_by": {"name": "Open_System" } } } which when I encode the does return data, however I think "Open_System" may be a preconfigured View/Filter. When I change the above to use my user created
[Term of the Day]:User Experience (UX)
Term of the Day “User Experience (UX)” Definition — What is User Experience? The term User Experience (UX) was coined by Dr. Donald Norman in the 1990s, a cognitive science researcher who was also the first to describe the importance of user-centered
Disable "Add notes" action in closed request.
Hi! Is there any possibility to disable "Add notes" or any other action in closed request?
technician role for close
Hi dear I have a question about technician role when he want close a request. when he select close from status,in open windows,he see a radio buttom feild with 2 option: "has requester acknowledge...?" so he can choose yes!! and close the request🥴 is
how do manageengine servicedesk Disable login from all users
ServisDesk giriş ekranında, teknisyen olmayan kişilerin Active Directory bilgileriyle giriş yapmasını engellemek istiyorum. We want to remove "ad" login authorization from all users.
Which SDP patch is the latest (11.3.11309 or 12.0)
Folks, Perhaps I'm confused, but the release notes state that the latest service pack is 12.0 and has a description of those changes (released 25 October, 2021), but there is no patch for this on the site and the application reports the latest patch to
Requestor Last Login Report
Hello, We're beginning a cleanup of our SDP environment we've had for 5 years and we'd like a report that lists all active requestors with their last login time. Based on this we would eliminate users who haven't logged on it the last year. Can someone please provide the query script to pull this information? Thanks, Matthew
Multi-Select fields need to be available from advanced search, custom views, column picker
I noticed that the Multi-Select Fields are not available in the Advanced Search, custom views, nor in the column picket on the request view . I have some requirements that now make it very problematic because those are not able to be searched or added to the columns Please Add this functionality
Incoming test mail failed
Hi Team, We're having trouble configuring our mail server in free edition of service desk. When we try to save the configuration, it says the username and password are invalid, although our credentials are valid. The problem is with the inbound settings,
Script doesn't work on another form
I have a Subject update script I use on one of my forms. It works just fine. I have another template I've built and I'd like to use the script on it as well. The script just pulls information from fields on the form and adds them to the subject. I've
[Community Digest] ServiceDesk Plus - October 2021
Here is the monthly rewind for October 2021! Version and Build releases: 11308 (Released on 01 October 2021) 11309 (Released on 15 October 2021) 12000 (Released on 25 October 2021) Check our ReadMe article for more details. Product Highlights: Behavior
Large Migration Leap
We are currently using the 32-bit version; build version 10.0 of ServiceDesk Plus. Is there an easier way of just building out a new server to the latest version, and migrating the DB over to the new one? If so, what is the best course of action.
How can I hide a fild on the Default Request Template?
Hello, I want to hide a field I just created in the Default Request Template when the call is first opened (actually when the status is open). Then I want the area to be shown when a custom region is selected. I created the rules as I mentioned below,
[SD-96511] Business Rules stop working after upgrade from 11207 to 11301.
Hello. After install update 11303, the issue was partially solved. Right now, rules are working randomly (some cases info are being populated by the rule and other not, being the same rule). I appreciate your help.
Menu bar disappeared after the upgrade from 11200 to 11309, how to fix it.
Hello, This is how the SDP portal looks like, we cannot find the Upper menu to access different module. Tried different browsers. Tried incognito and InPrivate modes. Deleted browsers cache, Deleted %temp% Then raised a case with the support which
[Virtual MeetUp] Learn why you should enable Advanced Analytics for your ServiceDesk Plus
We hope you and your family are staying healthy and safe! We are glad to invite you all for our 12th session of Virtual meetup, which is scheduled for 18th November 2021, registrations are open now. Kindly pick a suitable time zone and register today.
Increase limit of additional fields
Hello. Would it be possible to increase the limit number of additional fields from 90 to 150? We have really complex Templates and we have run out of fields. Is there a way to manually override this limitation? What is the reason behind this limitation?
[Term of the Day]:Nanorobotics
Term of the Day “Nanorobotics” Definition — What is Nanorobotics? The term Nanorobotics is also known as Nanomachines or Nanobots. It is the study of robotics at the nanometer scale and includes robots that are nanoscale in size and large robots
[SDF-95544] Add attachment to Contract using API V3
Hi everyone ! I have now tried for quite some time to upload an attachment to a contract using a POST request to /api/v3/attachments Is this possible anyway? The link to https://help.servicedeskplus.com/api/request-operations.html%24Attachment is dead.
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