Servicedesk v10 - Status change comment
Hello to all, after upgrade to Servicedesk v10 we can't see our "Status change comments" history if we not schedule a request change status (Reason field). Is there any way to see this comments without schedule a change status? Thanks in advance
ServiceDesk Plus Vulnerabilities
We are on the latest version of ServiceDesk Plus 14.5 Build 14504. The following vulnerabilities are showing in EndPoint Central. Does ManageEngine plan on upgrading to the latest versions of Nginx and TomCat to resolve these vulnerabilities?
can't running run.sh
I first installed service desk plus on rhel 8.6, every time I try to run run.sh it always fails.
Stop timer of multiple number of requests/ calls and restart the timer at a predecided time automatically
We want to stop the timer of multiple number of calls/ requests at a particular time. After lapse of a pre-decided time period, all the on hold calls for whom the timer has been stopped, should become active by the starting the timer automatically without user/ administrator/ technician intervention. Please advise on how to make it possible in the present software.
Subject not converted char utf8 with custom scripts powershell
After applying service pack 14503, scripts written in Powershell do not properly edit the subject and description fields. This means that Polish characters are not displayed correctly. For example: ąąąććć My script: param ( [string]$json = $(throw "-json
Azure DevOps Intergration
Hello, According to this link : https://pitstop.manageengine.com/portal/en/kb/articles/azure-devops-integration it should be possible to integrate with Azure DevOp for requests. My Question is : Is this aslo Possible integrate with Azure DevOp for change
User List for approval is empty
Hi friends, When the Technican want to Submit a request for approval and search for user to send approval for them, the field To* is empty - No matches found. Permissions for Technician are granted. Could you help me about this issue? My SDP Version :
Allow requesters to take use of assets api in request creation?
Hello together, we have created several (Non-IT) Assets for managing additional approvers for e.g. accessmanagement of network drives (and shared mailboxes, applications, key user roles, etc.). When an employee leaves company and is the owner of this
MFA Offline enrollment
Hello, If users already enrolled with Google Authenticator factor for online MFA, can their credentials cached for offline MFA on the local device on their online MFA login after offline MFA is enabled? so they don't need to manually enroll for offline
Wrong automatic assigning of mails to requests
Dear support, we have a weird issue where in some rare cases mails get added to the wrong request. We are running ServiceDeskPlus version 14306. The mails are correctly fetched from the mailbox but added to the wrong request. The mails don't have a request-number
After DB change to MS SQL, SDP not working
installed the SDP standard free edition with default DB and its was working, then when i changed the DB to MS SQL and the test and connection is successful. But the ME servidesk plus service stops automatically. When i run it from C:\ManageEngine\ServiceDesk\bin>run.bat
Modify asset form
Hello. I am wondering if its possible to modify the asset form. We do the bulk part of our asset management manually rather than with any scanning, so to keep things clean and easy we would like to be able to change how the form used to add new assets,
Auto generate a project from a request
Is there a way to automatically create a project based on a request? We have a lot of requests coming in that are more suited to being a project and are artificially bloating our request numbers. We have been tracking these "Project" requests with a custom
Trigger "Reply Received" not selectable anymore
Hello, I just wanted to create a new business rule with the "reply received" trigger, but the trigger does not exist anymore. Has the trigger been removed?
How to Hide and Show "Section Type"
Please refer to the attached image. Is it possible to display only the section name "Internet Services" and hide the section name "Request Details"? Additionally, when the user selects a value from the "Network Services" dropdown list within the "Internet
IP in API is Read-Only, why?
I can add an asset with all parameters via API, but when I add IP parameters to it this error appears: { "response_status": { "status_code": 4000, "messages": [ { "status_code": 4014, "field":
Build 14500 Changes - Approval "To Be Sent"
After upgrading to build 14500 I have encountered an unexpected change in behavior. When submitting a change to a CAB for approval, I am seeing that one member of the CAB has "Approval Pending" status, while the others have "To Be Sent". In the past they
Adding conversations via the API
Hi, just wanted to see if and how a conversation can be added via the API. There is a method to add a reply (notification) but that comes from the tech. If this can't be done via the API is there another method that anyone has fond to work? Thanks
Parse inbound email to set a Request field
Is it possible to search the body of an email and based on a result, update a request field? Use case: The security team has a security alert sent to SD+ from a vendor. This creates a ticket and assigns it to the group. The ticket contains the alert from
How to Add Radio Button Script Code in Description Field for Requester to Select
I would like to implement a script code that adds a radio button (or check box selection) with "Yes" or "No" options to the description field. This radio button should allow the user to select only one value. Please note that I do not want to add an additional
[Free webinar] How to make the help desk your first line of cyberdefense
Hi folks, We're happy to bring you our latest webinar on making the help desk your first line of cyberdefense. Date and time: October 30, 2023 2pm AEST | 10am GMT | 10am PST Why attend this webinar? Cybersecurity is no longer restricted to security teams.
preview as thumbnail for attachments
we would like to see a thumbnail for all attachments, like it is in jira
Local administrator account
IN Out Server desk portal we have deleted local administrator account and not LDAP configured in Servicedesk is no longer working so need to login and change LDAP configuration need help how we can login now with local account is there any back door
Daily task
Hi There, Is there a way to schedule a daily and monthly task so techs can complete on a daily basis?
Unable to get all solutions through /api/v3/solutions
When I query the v3 solutions api I am unable to retrieve all the solutions defined in my manage engine instance. I did set the body for the post request i.e set input_data {"list_info": {"row_count": 50, "start_index": 1, "get_total_count": true }} I
import of complete docx or pdf documents in the solutions
we like to import complete docx or pdf documents in the solutions but not as an file but as text in the poor editor
send mail with hotkey alt+s
we would like to add the hotkey alt+s for sending mail, like it is in outlook for example...
Custom time worked report for tickets.
Tried messing with some of the pre-set reports and custom reports, but can not get exactly what I need. I would like to track the time worked on a ticket from when a tech picks the ticket up to close. On hold status would stop this timer. I know there is a time spent out there that records from the time the ticket is placed until closed, but I would like to see if the above is possible. Ticket comes in at 8, tech picks up ticket at 9 (timer starts), tech works an hour then places on hold (stop timer).
Version 14501 question
The following scheduled migration tasks will no longer be executed after upgrading to 14501 build or later: InlineImageMigration, ResolutionTemplateMigration, AntisamyNotificationMigration. During patch validation, users will be notified via a prompt
Erroneously encrypted an incident field.
On field setup, I encrypted erroneously and as a result am unable to select the field when generation custom reports. Is it possible to decrypt? without creating another field. This is because the field has data already. Thank you.
Contract Assignment
Can we have the same contract assigned to a few Accounts? Our Service Agreement is basically the same across all our customers (Although the price differs between Gold Members and Platnum Members etc. We can have the price changed accordingly, via the
Request Custom Filter not migrated notification after upgrade
We have a test server built so we could test the upgrade from 13009 to 14300. After the upgrade I received a notification as follows: During the current migration, some request Custom Filter is not migrated due to unsupported fields present in it. The
Module Count "Requests" dont count
In UI management there is 4 options to show how many request are pending/onhold/closed or awaiting. I have this 4 modules on my site, but it does not count requests. Hovewer when i link whole box for example to "Action Type -> OnHold Request" then i can
FAILED : Scan is taking longer than usual. Please check back later.
Hello, I am having a problem while scanning virtual machines with the agent: FAILED : Scan is taking longer than usual. Please check back later. 1) agent is installed on the virtual machine 2) services are running 3) The server where Servicedesk is
Critical : Error while invoking backup
I haven't been able to make backups on my SD in my company for a while. I always get the same error. I tried to execute the SQL statement, and the admin status 4 (which is equivalent to activated) was already set correctly. I have tried changing all admin
Unable to start cloned server after update to 14_2_0_SP-1_0 - Application startup halted due to mismatch in java version
Server 2019 MS SQL DB We cloned our production server to test upgrading from 13009 to the current 14306. After cloning, we were able to log into new server and update mail server settings, etc, without issues. Once we verified the server was working properly,
Masterclass 2023: Season 2 Episode 4—Strengthening the ITSM ecosystem with ServiceDesk Plus integrations
Greetings from ManageEngine! We are pleased to announce that registrations for the fourth episode of the ServiceDesk Plus Masterclass 2023 are now open! In this episode, you will learn how to leverage the various IT management solutions from ManageEngine
Can you add a view to the Helpdesk dashboard.
Hi, I've added a custom dashboard and have added everything I want to see except for a list of jobs specific to the technician viewing the dashboard. Is it possible to list open jobs for technician viewing the dashboard? I already have request by technician
[Blog] 4 Easy Ways To Boost Customer Satisfaction With IT ServiceDesk Software
Customer satisfaction is an often overlooked, but highly essential element of business growth. It’s simple: satisfied customers stick around longer and are more likely to cross-purchase and repurchase. They do display brand loyalty and typically increase
Report - bug
off lately, i have noticed issues while creating and running report the data gets mixed up or displays wrong report. for example. If i open browser in incognito mode and create a report, lets say to check the Service Request raised in the month of Aug
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