Approve status to be sent
Hi When I send a request to approver, approve status change to"To Be Sent" Whats "To be Sent"? and Why approver can not see request for approval?
Change sdpadmin PostgreSQL password
Hi, how can I change the default sdpadmin password? I tried changeDBpassword.bat but it asks for arguments and trying to change the password by connecting to the DB I don't have the permissions to do that.
How to set up automatic transfer of work orders to other technicians when technicians are on vacation
Hello，SDP have this setting ? SDP VER 13.0
How can we mandate the Task Comments while Setting the Task Status to Onhold?
Dear All, Is it possible to mandate the Task Comments while setting the Status "Onhold" by the Task owner? Currently, we've made the Task comments mandatory if the Task owner is setting the status to Resolve/Close. Regards, Wajahath Farooq
Doesn't SDP automatically skip a level if there is no data mapped to the Org role?
Hi Guys, I have a bit of confusion here. There are 2 levels of approval in a service request. First one goes to $Department_Manager and second level goes to another email ID. Now, for some certain Departments there is no data mapped to the Department
AD Account Credentials No Longer Work
We have been using ServiceDesk Plus for years, no recent changes, and as of this morning all of the technician's AD based logins were showing as Incorrect Password and has everyone locked out. The local admin password is also no longer working, even after
Delete Users
How can I delete all users from the Users list in my Dev instance.?
Masterclass 2024: Episode 4—Extend proven ITSM best practices to other business functions [May 30]
Hi there, We are excited to invite you and your team to the fourth episode of this year's ServiceDesk Plus Masterclass series. In the fourth episode of Masterclass 2024, we will discuss how you can effortlessly enable other departments like HR, legal,
Assign a task to a user
Is there a way to create a task and assign to a user (none technician)?
Global search for resolved requests using additional fields
I am using ManageEngine ServiceDesk Plus v11.3 and I need to search for resolved requests using their additional fields value. Apparently it is currently working on open requests but not on resolved ones (no matter when they were resolved, not working
How to upload/update asset description in bulk?
Dear All, We are trying to upload the Assets Details in Bulk through a .CSV file. While mapping of fields with .csv file and service desk plus field, it won't show the Asset "Description" field during mapping. Currently, we're updating the Asset Description
$SurveyContent variable doesn't work in ticket-closure notification
I accidentally deleted the survey buttons from the bottom of our ticket-closure notification. Re-adding the $SurveyContent variable does not bring the "Satisfied" and "Not Satisfied" buttons back, therefore my users cannot complete a survey. In addition,
Adaptive Cards in MS Teams
I've created code for global function and nothing happen. Can you help me? test='{"$schema":"http://adaptivecards.io/schemas/adaptive-card.json","type":"AdaptiveCard","version":"1.2","body":[{"type":"TextBlock","text":"Заявка на обслуживание","size":"Small","weight":"Bolder"},{"type":"Input.Text","id":"requestTitle","placeholder":"Введите
Scan script Error by uploading
Hi Community, I am trying to use the scanning script, according to the manual, I have the option to run the script along with an APIkey. Connection to the server works, as the necessary vbs file is downloaded. An xml file is generated which must be uploaded
Issue with Comment Screen between Approver and Requester
The "approver" is requesting an input from the requester. However, the requester cannot see the input screen anywhere on that page. How can we quickly resolve this issue? Can we configure it from anywhere? Could you please provide a prompt response? We
Manage Engine Reporting
All I am in need to extract these reports. Although I have been using some good reporting format which already have been configured but these three, I am struggling with! to calculate the SLA met is to be based on Tickets opened in the month or b. Tickets
Service Desk Plus REST API - Get Requests & Changes with last updated time as a search criteria
How can we get list of requests (GET api/v3/requests) with last update time as a search criteria. For example, we want to get a list of requests updated in last 5 minutes. How can we achieve it? Also, we want to perform similar query for list of changes
ServiceDesk Plus REST API for Webhook subscription
Hi, Is there a REST api method available to register for webhook subscription on ServiceDesk Plus?
Notification to the author of the system message
Colleagues, hello! I ask for help setting up SD. When a new ticket is created, a system notification (from the template) is sent to the author of the ticket. If the author of the ticket responds to this system notification (to supplement the application),
ADMP Integration Question
How do i get the 'Create User is AD' option to auto-populate the below fields with the values of matching additional fields in the ticket? i have added the create user action to the template and that template has additional fields that match these names
Change Management - Amend Scheduled Start/end date on Submission page after dates have passed
Hi, I am extremely new to SD+ so apologies in advance if this is documented somewhere. We have a number of Changes that are at Implementation > In Progress status, with dates now in the past & work not yet implemented. These date fields are those set
old version for download
Chaps I know i asked you this last time i was ready to upgrade, but ive lost the link. :-( Where can i download an older version of SDP from? I normally like to have a copy available just incase the upgrade goes wrong. Im looking for 5501 thanks again
Guest Portal - Users seeing "non-auth" in "Assigned To" Field
Build: 14.6 Build 14600 We're currently setting up the end user portal for our org. Our users will be using a series of request templates to generate tickets. What we're seeing is that from the end user POV, the Assigned To field is showing up as non-auth,
Request for Asset Report
Dear All, Can we have a SQL Query report related to All Assets with below columns: 1. Asset Name 2. Product Type 3. Assets Status 4. Asset Allocated to (User Name) 5. Asset Allocated to User (Date/Time) 6. Asset Created/Added (Date/Time) Our current built
Service Desk Server doesn't start after reboot Windows Server 2019 over MSSQL 2019
Good morning, My company already has an account in your Cloud that we have been using for years, without any problems. Now we want to perform a series of tests and configurations for a certain department of our group, and in this case we want to perform
Show Ticket Number Request and Type in Change
Hi, Is there an option to add the information of the tickets associated with the change to the columns? We are looking for the first view to show us which ticket it is associated with (ticket number) and what type of ticket it is (incident or requir
SQL Server database cannot be migrated
Hello, Long story short, our ServiceDesk Plus database (Microsoft SQL Server) is essentially being held hostage, it cannot be migrated in any way whatsoever, all attempts fail. This is troubling since we're stuck on an unsupported (for our version of
Will ManageEngine applications continue to work after an in-place upgrade from Windows Server 2016 to Windows Server 2022?
Our ManageEngine applications are currently running on a Windows Server 2016. We are currently running ServiceDesk Plus, AD360, ADAudit Plus, ADManager, and ADSelfService. Our SDP database is running on a separate Windows Server 2016 running Microsoft
"internal error " when adding a new solution
We are getting an "internal error " when adding a new solution [com.adventnet.servicedesk.filter.EncodingFilter]|[INFO]|[185]: EncodingFilter called | [com.manageengine.servicedesk.sdpapi.v2.servlet.SDPAPIV2Servlet]|[INFO]|[185]: time taken:{init=0, after
Upgrade from 14505 to 14600 successful but UNABLE TO START INTANCE : URGENT
Hello - I upgraded from from 14505 to 14600 and everything said successful. However, the instance will not start. This is a production instance so if someone can help me out ASAP I would really appreciate it. I will upload the logs to Bonitas. In the
Business Rule assigning to technician no longer in service desk plus
We have a business rule set up that was set to assign to a specific technician. That technician left and was removed from service desk plus. However, the business rule still exists. Any time this ticket is created it assigns to the same technician but
Read only permissions for non-owned worklogs
Hi all, If in the permissions Role the "Editing/Deleting others Time Entry" is not enabled the technician get the error message "You are not authorized to view this page" if open non-owned worklogs With this permission he can edit the entrys for non-owned
Subtasks in Project Management module
Hi, Do you plan to add subtasks feature for Project Management module? It will allow WBS creation which is a defacto feature for pm softwares.
Mail fetcher auto-restart
Hello, Occasionally the SDP mail fetcher crashes. When this happens, we simply restart it, even without removing the blocking message. Unfortunately the crashes often occur during night-time, when no technician is available to restart the mail fetcher. Is there a way to have SDP attempt an automatic restart of the mail fetcher? Best regards, Demetrius
How to calculate work hours lost from inefficient service desk practices [Free e-book]
Hello there, Don't let your technicians' time slip away! Explore innovative strategies that identifies wasted work hours, maximizes outcomes, and drives process optimization. Our latest e-book covers proven strategies to address time-consuming inefficiencies
Invoking UpdateManager.bat ( upgrade tool ) after upgrading to 9400
Dear Users, If you plan to upgrade to a hotfix over 9400, invoking the UpdateManager.bat file ( in windows setup ) from ServiceDesk\bin directory will not invoke the UpdateManager tool. It is because the UpdateManager.bat file which internally invoke the UpdMgr.bat file has reference to older conf file location. To over come this, before invoking the UpdateManager.bat file, download the attached UpdMgr.bat or UpdMgr.bat.txt file and save it as UpdMgr.bat under the ServiceDesk\bin\scripts directory.
Attachment Dropped
Hi team, I upgraded SDP to build 13010 yesterday and since then we see that certain attachment file types are not being included in tickets. So far I could discern that filetypes .xls, .xlsx, .txt are not being included in tickets. .doc, .docx, .jpg,
How can we upload attachment while raising request through REST API's?
Dear All, We have a service template where the attachment field is mandatory while creating the request but while Posting the REST API (JSON) it creates the request without asking to upload the attachment. Please let me know how JSON format looks like
Want to add SMS to user button/functionality
Hello Me and my company (about 3k users) are new to SDP. I have learnt that there is no "send SMS to user" button. This is something I think is a VERY neat function when you want to send out a new password or similar short information.. Has anyone done
Autopopulate fields in Create User action menu in ServiceDesk Plus
I have integrated ServiceDesk Plus with ADManager Plus, and I see the "Create User in AD" action menu in ServiceDesk now. Is there a way to autopopulate the form from the request? Otherwise the pop-up window covers the request and you can't copy and past from the request itself.
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