ServiceDesk Startup Issue Post-Upgrade
Hi, I appear to be having a slight issue with the most recent Service Pack (14103). After implementing the upgrade the splash screen would get stuck on the "starting server" phase, so I stopped the Service Desk service and ran run.bat to start the server
Inline image is not fetching from emails sent by staff
Hi ManageEngine support, We have this issue for a couple of weeks already, we have upgraded to the version to 12001 because we have told this version will fix the issue. It was working fine, somehow, it stopped working one day. If a staff send an image
Notify group when request has been approved
How can I set up either a notification or a business rule that notifies the support group about the request being approved? I've been checking all over and the support group does not get notified when a request has been approved/rejected. It seems like
How to display currently logged in users
We are running SD Plus - 7.5.0 Build 7507. Is there a way to show who is currently logged into the system? Also, can we audit who logs in, for how long they are in the system, etc. Thanks Jon
[Analytics Plus webinar] 5 things to keep in mind when planning your IT budget
Hello folks, We're happy to bring you our latest webinar on 5 things to keep in mind when planning an IT budget. Date and time: January 31, 2023 2pm AEST | 10am GMT | 10am PST Why attend this webinar? The benefits of an accurate IT budget range beyond
"Unparseable date" error message when attempting to edit a Solution. - 14103
We have upgraded our Test enviroment to V14103 recently and while doing tests we found what appears to be a bug. (we have an ON PREMISES instalation) when editing any solution and trying to save it, we get the following error: the changes made to the
[SDF-56911] Bulk upload linking requester via custom additional field
Hi, I am looking to bulk upload requests. I am running into issues when I try to upload on behalf of a specific User if more than one user has the same display name. Would it be possible to link a custom field which holds their staff number to the requester
Custom trigger for changing issue status
We'd like to change issue status as a custom trigger if an issue has a given status. As far as I can tell "Field update" is available for business rules, but not available as a simple solution for "Custom Trigger", which is what we need. However it seems
Warehouse Management System in SDP
Good Day I have just read the article about Warehouse Management System in this Forum. I was wondering if something like this is to come to Service Desk plus. We have a small warehouse as well with different cables and spare parts for our computer etc.
Migrate SDP to new Active Directory domain
In a few months' time I have to move our SDP server into a new Active Directory domain. This is part of a project to merge 3 existing Active Directories into a new one. The existing domains already exist in SDP, as there are trusts in place, and users can login from all domains. Users will be moved into the new AD domain using a phased approach (department at a time) and a new naming convention will be adopted for user names, so we will be migrating SID histories. At some point in the near future
Renew SSL certificates used by Managen Engine Agents on Windows Computers
the computers on the network recently underwent a pentest and the results found that server windows-based computers which had Manage Engine Agent installed on them had certificates that had expired. The agents were using expired certificates. How do i
How to change account to use windows auth from SQL auth?
HI, Must be missing something but when I try to change the SDP account to use a windows auth account it is greyed out. How do I get the connection to use a AD windows auth account? Thanks!
Query to get WorkLog timespent For Request and Project
Version:10500 DB:PGSQL SELECT ad.ORG_NAME AS "Account", COALESCE(wtk.WORKORDERID , wo.workorderid) "Module ID", to_timestamp((ct.createdtime)/1000)::TIMESTAMP "Time Spent Created Time",'Request' "Module", CONCAT(COALESCE(TRUNC(sum(ct.TIMESPENT)/3600000,0)),'
SDP on Premise Send email notification based on ticket priority
I would like to know if there is a way with SDP on Premise to send an email alert whenever a ticket comes in with a certain priority? I believe something like this is available on the cloud edition, but I don't see a way to do it on the On Premise version.
How do I set a default template?
Like the title says, I need to set a custom template as the default template. I can't seem to find much online for ServiceDesk Plus. I tried the Incident Templates tab but it only really lets me Reorder and Delete the templates. Any assistance with this?
Masterclass series 2022: A fantastic year gone by
Hello, We recently concluded a splendid year of the Masterclass series in 2022, a user education initiative from ServiceDesk Plus. It was an exhilarating journey as it garnered more than 9,000 registrations! The entire series was divided into two seasons
Worklog time taken to resolve report
Hello! We have an report to sum up all our worklog "time taken to resolve" from our Requests. As we use more and more parts in the ME Support plus product we need to also get the worklog "time taken to resolve" from the other parts of the product. The current sql query: SELECT rctd.FIRST_NAME "Time Spent Technician",cd.CATEGORYNAME "Category",ct.TIMESPENT "Time Spent" FROM WorkOrder wo LEFT JOIN WorkOrderToCharge wotoc ON wo.WORKORDERID=wotoc.WORKORDERID LEFT JOIN ChargesTable ct ON wotoc.CHARGEID=ct.CHARGEID
Repeating subject
I have our subject lines as [Ticket ##RE-$RequestID##] When a requester responds to the request created notification email, the tech notification email has a subject line of [Ticket ##RE-$RequestID##] RE: [Ticket ##RE-$RequestID##] Further, if the tech
How to delete an instance in ServiceDesk ESM
We are using 11303. We have two instances with expired licenses we would like to delete. However, I do not see a delete option, not even when I edit it. Thanks.
AuthToken in the request is invalid. Unable to authenticate.
i have generated an API Key for one of users and I enter that API Key as authtoken in request headers just like how it's said in the documentation. but i keep getting this response : "AuthToken in the request is invalid. Unable to authenticate." is there
Api | Update Error
Hi Community, i'm working with the SD + API and i have the next problem: When i try to update a request i recibed this error: This is my code: I'm doin something wrong or its a problem with the api key or something ? Thanks !!!
ESM background image
How do I change background image in ESM portal. Can someone provided an example? //S
Custom Trigger Notification
We have a custom trigger set up based on certain fields. We use a notification action to send an email to certain parties but recently the email that is sent out is including ##RE-120550## indicating the ticket number. Previous to a recent update to Manage
Remove status options when responding to ticket.
We have been using FFR to hide ticket status names, they have worked well for us.
However these names are visible when a technician responds to a request and then selects a new state.
Is it possible to continue hiding these status names using FFR when
Preventive Maintenance missing from UI - version 14.1 Build 14102
Hi there. We have recently upgraded to version 14.1 Build 14102 and the Preventive Maintenance option within the UI is missing. Since the upgrade to 14.1 the application states it is running in a trial version of the license and will revert to the current
Purge / Clean Up Requesters
Hi, We normally import all required requesters from Active Directory. However, there comes a time when we also have the requirement to add requesters at the time of logging a request. Our problem is, when employees leave the organisation, they remain as requesters in the system. I'm looking for a way to clean up these requesters without needing to manually find and delete them from SDP. Does anyone know of a feature in the system to compare requesters against AD and delete / mark inactive those requesters
Disabled user in Active Directory shows up in SDP
Hi All, I've noticed that users still show up in service desk plus even after we disable their accounts and move them out of the active users organizational unit. Is there a way to disable/remove manage engine accounts once they are disabled in active directory?
Auto create Milestone in projects
How I can create a custom functions , once I have create a project automatically the system will create 5 milestones as phases Project X: - Milestone 1 - Milestone 2 - Milestone 3 - Milestone 4 - Milestone 5
Simple summary report
Hello--I'd like to make a simple summary report that shows the count of open request categories and not grouped by anything. Essentially, something like this: Applications 15 Hardware 36 Reports 18 Security 12 I tried creating both Tabular and Matrix
Active Directory Import - No Domain Listed
We currently use quite a few manageengine products and have decided to replace our ITSM with a new solution. I am currently trying to use the trial version of ServiceDesk and when I try to do an ActiveDirectory import, there is no domain listed in the
How to populate pick list options of a custom field from external API
We need to update the options available to a specific pick list custom field, by getting the current items from an external API. the API can return any type of data (CSV, JSON, TEXT, e.g.) because we wrote it ourselves. however, while I'm using the below
Is it possible to remove Administrator user form technician role
Hi, We are using Manageengine servicedesk plus (onsite). We are trying to enable technician login for new technician, but it is giving below error. "Technician login count exceeds the license" Earlier we were using similar number of technicians with similar
[SDF-106048] Any updates on inline images in Notifications?
Hi, Noticed that 'Images in notifications' has been in the implementation' stage for some time. Wondering if I can expect any progress on this in 2023? Thanks!
ManageEngine SMS filtering
Hello everyone, I am very new to using Manage engine and was wondering if there was a way to send SMS to technicians. But I would like to only receive SMS when a Termination ticket comes through (since these are high priority). Is there a way to filter
Module-based delimiters, can you modify them?
I was just going through our settings when I noticed the Delimiter settings for the Mail Server Settings. Does the RE / TA / SO delimiters matter for replies to the notifications? In my notification rules I changed the Subject line to be: # QosTicket
How to share a specific project to any user/team
I have made a project at Manage Engine SDP project module. I want to share the project with my seniors. Is there any way to share a project?
how can I Populate Department name and e posta adress based on selected User name ?
On selecting a user name, ServiceDesk Plus should automatically populate the selected user's department on the department name field and populate the selected user's e mail adress on the email field. its very important for me. greetings from Turkey.
how can I Populate Department name and e posta adress based on selected User name ?
On selecting a user name, ServiceDesk Plus should automatically populate the selected user's department on the department name field and populate the selected user's e mail adress on the email field. its very important for me. greetings from Turkey.
Separate Response DueBy Time per Group in Single Incident Ticket
Hi, We are currently using Service Desk 13.0 Build 13002 and was wondering if there can be multiple fields showing different Response DueBy Time depending on the group assigned? For a single incident ticket, it can be passed around multiple groups wherein
[SDF-39846] is there any way to change location of "On Behalf Of"?
Hi, is there any way to change location of "On Behalf Of"? Rabbany ME SDP 14.0 14003 MSSQL
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