Detailed description of system supplied Roles?
I have looked at your manual for SD Plus 8.0 and see no description of the system provided roles and the permissions associated with them. Could you point me to the section of the manual or an url that describes the permissions for each, and in particular the SD Coordinator role you mention as necessary to see the helpdesk tab. I would also like to understand the SD Site Administrator role relative to this particular problem.
d-teknoloji.com.tr /Doğuş Teknoloji / SDP Mail Fetching Error
Hi, incoming mail not working but outgoing mail running Best Regards
Problem with OAuth Configuration
I have a problem with configuring OAuth email setting I entered a wrong Connect URL and now every time I try to change it I receive the following error message I'm using version 14.1 Build 14103 with PGSQL, can anyone help
How to set up the primary key in assets database
Hello, I want to set up the field such as CINAME / IP address as the primary key of the asset, I cannot find any setting in the asset database about the default or the existing primary key field. I need to create a new database or I can change it into
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Are you struggling to meet deadlines and boost productivity? Nothing hampers organizational productivity like overworked employees and inefficient processes. Read our e-book to wield AI-powered insights to prioritize tasks, reduce daily IT workload by
Delete Retired instance
Hi, I can not Delete Retired instance. how I can delete it?
Not sure from where the mails are landing in Manage Engine ticketing tool
Team, We now have OAuth authentication enabled in the ticketing tool. We have also cleared all the mails in the Inbox. There are no mails in the Inbox now. But even then the count is showing as 22409. We would like to know from where these mails are coming
EXPORTED MY ACTIVE USER LIST AND NOTICED SOME USERS EMAIL ADDRESS OCCURING TWICE
Hello everyone, I trust you all are having a wonderful day, so my environment runs a manage engine service desk plus 14000, i exported the list of active users in the platform and noticed that some users email occur twice with the first name and last
Change the Default Template From Incident to Request
Hi, Is there any way to change the default template from incident to request when the request was created by email?
ServiceDesk Plus "incomingEwsUrl" issue
Hi, I am using this version but getting error. I can't fix "incomingEwsUrl" issue
Generate secure multiword passwords/passphrases, inspired by XKCD
A flexible and scriptable password generator which generates strong passphrases, inspired by XKCD 936/XKPasswd and uses the xkcdpass PyPI project. Use Case: If your service desk team have ever needed to generate human readable passwords that still meet
How to secure access to a service catalog template
Is there a way for me to secure access to a particular service catalog template? For example: We have a service catalog template created for hiring new employees. We only want our HR department to be able to access it. Is this possible?
[SDF-81212] Manualy turn off red icon on reply requests
Hi, Long time servicedesk user here, question about the red icon on repy in the request list. When a user sends a reply to request the envelope mail icon on the request list will turn red and if you are assigned to the request a notification up in the
Change Service Catalog Template using Field & Form Rules
Hi! I'm looking to change the Service Catalog template based on selections made in the SR form. This is currently possible within the Change Template, but not with the SR Catalog template. Refer to this article for Change Template: https://pitstop.manageengine.com/portal/en/community/topic/change-template-selection-based-on-change-type
Service Level Management
I need someone who can SLA the engine in SD Plus. When a request is created that does not have an SLA assigned and at a later stage, when it is handled and assigned to a group or vendor or supplier that have a SLA demand. The SLA shows that the response
Whole Org can't login anymore
I'm not sure if this is a crazy bug or something bad happened. So one of our admin team members had to change his windows password. Once that person did this they wasn't able to log into Service Desk on Sunday. So they figured they needed to wait until
Failed update from 10.0 Build 10013
I'm using the free version of PSD : 10.0 Build 10013 When updating, it gives a schema error mssql. (There are some inconsistencies in your database schema.Please contact support for further assistance.) Please any help! 17.01.2023 16:57:56 [com.adventnet.persistence.UpdateManagerUtil]
Build 14004 - Maintenance Task Titles
We have just updated to build 14004 and I had a question regarding preventative maintenance tasks. The titled assigned to the preventative maintenance tasks are not particularly helpful. I was wondering if there is some easy way of re-titling all preventative
ServiceDesk "incomingEwsUrl" issue
Hi I am using this version but getting error. I can't fix "incomingEwsUrl" issue
Error is AADSTS900971: No reply address provided. when trying to enable oAuth
I am trying to switch from basic to oAuth for our mail fetch. I followed this guide https://www.manageengine.com/products/service-desk-msp/help/adminguide/configurations/helpdesk/oauth-authentication-for-mail-server.html When I attempt a mail fetch test,
[DidYouKnow - 23] Script to Auto Merge tickets with same subject line
Scenario: An Organization has a Network Monitoring tool, whenever any issue occurs in the network, the tool will trigger an email to ServiceDesk Plus and will be raised as a ticket. However, if the action is set to run every minute, then numerous tickets
Enhancement required to gather survey details from Archived Tickets
Hi Team, We need a feature either via reports or otherwise to help gather the survey details (for tickets having the survey completed) from Archived tickets. Currently even a day's delay in the next month causes Survey details to be lost in the extraction
[SD-107351] Technician gets email notification when answering in Servicedesk
We have upgraded and are running version 14101. We have the 'Alert(or Notify) technician by e-mail when there is a new reply for the request.' emabled. Before the upgrade when a technician replied to a conversation in Servicedesk where he is the assigned
Auto Assign technician unless request is from a specific user?
Hi, We've got our tickets being auto assigned to a technician. I also added a business rule to assign tickets from a specific requester to another technician. That business rule doesn't seem to be working though. Would this over ride the default technician
Error when sending CAB approval with attachments
When attempting to send the approval email from change management, I get the following error if the approval has any attachments "Email Sending failed for the following user(s) :" Then lists the users. If there is no attachments it works as expected and
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PostgreSQL v.10 is End of Support, can we upgrade to v.11?
Hi, My office is using ManageEngine SDPlus v.13.0 Build 13007 with PGSQL DB v.10.12. As we know that PGSQL v.10 already End of Support last Nov.2022. Anyone can help me to confirm as official from ManageEngine that I can upgrade the PGSQL DB to be v.11
itdesk REST API: invalid ticket
I've seen this same issue posted before, but did not see any fix. With SDPOnDemand I am able to generate an access and refresh token. Everything I've tried always results in: { "response_status": { "status_code": 4000, "messages": [ { "status_code": 4001,
(SD-78942)Getting Error Installation On-Premise Centos 7
Hi Guys! Hope you all are doing well. Well i notice that ServiceDesk Plus is now using Install Anywhere instead of InstallShield. (as far as i seen) I am trying to install the linux version without GUI, but it has been impossible, the documentation is not updated (to install it with Install Anywhere) Downloading the installation file from: (with wget) https://www.manageengine.com/products/service-desk/91677414/ManageEngine_ServiceDesk_Plus_64bit.bin And giving the file the execution permission with
[14103] Mail fetch problem
Since we have upgraded to 14103, SDP randomically fails to fetch email from a POP3 account and stops email fetching causing a problem to our support team. Fetching stopped due to an error. Trace :: com.manageengine.servicedesk.mailutils.MailException:
[Security advisory] Important fix released for ITSM products
Hello customers, A critical security vulnerability issue was reported in ServiceDesk Plus, ServiceDesk Plus MSP, AssetExplorer, and SupportCenter Plus in late October, and has been addressed on October 27th, 2022. We had earlier communicated the security
Business Rule Search
It would be nice to be able to search Business Rules by technician or keyword instead of having to scroll down to find the Business Rule you want to edit. Thanks
[Security advisory] Important fix released for ITSM products
Hey there ! A critical security vulnerability issue was reported in ServiceDesk Plus, ServiceDesk Plus MSP, AssetExplorer, and SupportCenter Plus in late October, and has been addressed on October 27th, 2022. We had earlier communicated the security advisory
[SD-107908] Inline images broken in all outgoing email since upgrade to 14.1 Build 14103
Hello, A few weeks ago we performed a major upgrade of our ServiceDesk Plus installation, from version 11 to the most recent 14.1 Build 14103. Soon after, we noticed that inline (not added as separate attachments) images were broken in ALL outgoing email
Issue injecting datetime into ticket
I have gone through all the work I could to generate an epoch date value to inject into the date time in a ticket. Here's my issue, although the value shows the correct date and time when converted online, the date that comes up in the ticket is wrong.
Fail to upgrade ServiceDesk Plus from 14.0 Build 14004 to 14103
Fail to upgrade ServiceDesk Plus from 14.0 Build 14004 to 14103. Retry few times also failed. Not sure what information should i provide to find the root cause ?
SDP MSP version upgrade fails while upgrading from 10500 to 10536
We recommend you to take backup before upgrading. Backup may take a while, Do you want to take backup now ? (y/n) y Upgrading PostgreSQL Completed extracting 13% Completed [|] Error occured while migrating postgres database.
ServiceDesk on Ubuntu server
Hi I have installed ServiceDesk Plus Standard on an Ubuntu server 16.04 in order to evaluate it for my organization I need to install it as a service in order to keep it alive all the time (now usually after several hours the app is shutting down) I followed the linux guide and hit a problem on the last line where you should enable the service : Use chkconfig command to add the script as a startup process. # chkconfig --add servicedesk apparently chkconfig is not supported on UBUNTU installation
Requester Response missing content
Service Desk Version 14.103 Hello, when a requester replies to a closed ticket, the technician receives a mail and a notification, but the content of the mail is missing. It does not show the content of the requester's reply but only their original ticket.
Email Notifications in ServiceDesk Plus for Requests
Hi I'm having a real struggle getting the notification templates in SDP to do what I want and I'm reaching out for some help in case I'm doing something really dumb ... I'd like when a requester updates their request via email that the assigned technician
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