IT analytics in 90 seconds: Cut costs with enhanced self-service
It's no surprise that repetitive processes and requests quietly drain your organization's resources. Curb the costs of frequent help desk requests by facilitating intuitive self-service. If you're not already using Analytics Plus, sign up or download
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
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
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