adding an incident catalog category
Hi. how to add a new group to the incident directory so that the incident template can already be added to it? Looked all over, couldn't find it quickly
Asset details
Is it possible to show users the details of his assigned devices in SDP. Homescreen -> widget - my Assets
[SDF-91966] Response SLA
Hi, IS there any option or filed form where i can get to know the response SLA remaining time like below SLA time? Thanks Mostafiz
setting up a domain for users
Hello. configure sso to login to SD . Previously, all users and specialists were added via LDAP. If you log in via SSO, a separate account is created - it has a domain specified, but those already created do not. How to add a domain for all accounts so
oAuth Settings Not Working
I cannot get ServiceDesk to authenticate using oAuth methodology. I have setup the settings multiple times in both Azure and ME ServiceDesk Plus, but when the Authorisation window appears it shows the user is currently signed in, i select that user and
Custom request trigger - $CC_Users parameter not working as expected
HI If I create a new custom request trigger: Do you see the parameter #CC_Users? If I get an emailed request where the CC'd users are support groups it does not send the notification. If I change nothing but the $CC_Users to $Group_Members it sends the
14004 Update
Has the 14004 upgrade been revoked? I see the 14003 upgrade but SDP is reporting that the newest version is 14004.
Automatic Reply Template
Does anyone know if I can have a reply template to be auto sent whenever a request comes in by email mode. I have tried to do this with a business rule but it is not possible. I also looked at custom triggers but can't find a script that will do this.
SSL certificate error after Firefox update
We have updated Firefox to 102.4.0esr and now have certificate error on accessing ServiceDesk Plus. We know how to install certificate through ESM directory but are confused by this message at top of screen. "UEM Product integrated is running in Https
How to refresh page with deluge
Hello, i want to know if it is possible to do a refresh of the current page or reload after a custom trigger action. I have deluge script that add an approval to a ticket (incident or service request) and another that approve the ticket if the requester
Problem converting to x64 from x86
Hello I am trying to apply an upgrade from 13010 to 14004, but need to convert to x64 first. I am following the instructions at https://pitstop.manageengine.com/portal/en/kb/articles/how-to-migrate-servicedesk-plus-to-64-bit-installation-from-32-bit-installation
Error install ServicePack - Service Desk Plus
Hello all, My name is Luiz Felipe and we have Service Desk Plus Standard installed on version 13.0 Build 13007 On-Premise. We used to use the incoming email system to receive requests, but we don’t use anymore, I’m trying to install service pack 14.0
Status Closed
Why did you close our ticket? The issue wasn't resolved and nobody contacted me regarding our problem.
Updated from 13002 to 13008 and can't see the navigation bar
I updated and did not have any issues, but when I log in I can't see the navigation bar at the top. I checked dev tools and see this error: Uncaught TypeError: sdpheader_data.kmp_menu is undefined processJumpLinksData https://helpdesk.mmia.net:8443/scripts/sdp_global.js?13008:1
Get value of custom radio select option
We have multiple types of install requests that come in and I want to make sure that the naming is consistent for all fields. I have a custom script setup the change the subject to a specific format: var clientname = await CS.getValue("udf_char2"); var
Adding a requestor to multiple sites
Hi, I am looking for an answer, we have serveral sites, NSW, QLD, SA, WA etc...to segment our business. I have a requirement to add a requestor that is in the NSW site to see the QLD site requests. I have tried to create a 'custom view' which works, but is only visible to technicians, I need it to be visble to requestors, and I have also tried creating a custom report, to which the NSW requestor can click on the link in the report to see a QLD request, but I recieve the 'not in scope' message.
Solution view tracking
Hello - Private solutions for IT are important to promote. I would like a mechanism to promote to specific support groups for required reading with a section of the UI showing who has and who has not viewed the title. Similar to a read receipt in email.
Upgrade from 13... to 14...
In looking at the Service Pack page, I'm noticing that the upgrade path this time around seems a little different. Typically, if we are wanting to upgrade from one major number version to the latest version of the next major number version, we have to
Cannot able to Scan the Assets Once Discovered earlier (Scan Failed)?
We cannot able to Scan Assets that were discovered around 3 Months Ago (Last Contact Time) but when we do Re-Scanning we cannot get the Updates and it shows the below Error Message.
Cannot discover assets through Network Scan
I have added the IP range to discover the assets through Network Scan but I cannot able to discover even a single asset. Please note that most of our Assets have UEM agents installed in them. Please let me know If I'm doing any mistakes to perform this
What are the Required Ports & Services to be running If we need to do Assets, Domain or Network Scan?
Please we would like to know, What are the Required Ports & Services to be running on the Target End-points (Laptop, Desktop, or Servers) If we need to do an Assets, Domain, or Network Scan?
How do i export dashboard that is for backlog
can anyone help me to pull this backlog report in sdp? can anyone help me to pull this backlog report in sdp?
How To Custom ID request Or Project ID
Hi, i want to change the ID prefix, because the default starts from 1, but what I want is to customize the example as starting from "ID: PPSM-3111", and so on, it will increase, does anyone know how to change it thanks, Fitra
Generate Report of All Users
I need to generate a report of all users from our Service Desk system. I need to get their name, email, department. Is there a way to generate such a report? I have not been able to figure this out.
SDP mobile view
Is it possible to get the SDP to render in a mobile view for users/technicians when accessed via a web browser
Service Desk Variables
Hi all, Recently i have migrated the Service Desk to another server. For all the tickets created, assigned, etc, there is a template configured with variables. But, the $RequestLink is still referring to Old Service Desk server. I already removed and
How to set backp directory destination as parameter (backupDataOld.bat)
Hi, I don't want to manually change the contents of the backupDataOld.bat file. Is there a way to give the backup path as a parameter to this file?
Roles - Looking for additional controls over access
I'm looking for away to create roles in Service Desk Plus so that I can create technicians like the following: Can see and edit all requests in their groups Can see but NOT edit requests in other groups (I would like to do specific other groups, but
API Search_Criteria not working with the operating_system.os field
Hi I am trying to get all assets, with an API call, that meets the following search criterias: * Assets In Use. * Assets is a Server. * OS name must contain "Microsoft Windows Server". I can get the two first criterias to work together,
How to bypass yes/no popup window while taking backup
HI friends, I have tried to schedule backup using Backupdataold.bat and tested with windows task scheduler. but while doing this task a popup window about desktop central backup will be shown and prevent taking backup. because my SDP is in Integration
Question about the installation sequence of exchange certs and SDP
I got this message from my sysadmin: It is that time of the year that we need to update our wildcard certs again on Exchange. If memory serves me correctly, this effects SDP's ability to send emails since the certificate needs to be imported into its
Updating Helpdesk Ticket Through Email
Hi all, Currently we are using ServiceDesk Plus build 14003. Is there a way for the ticket to be updated through email? Meaning that if the technician replies to the email sent from ticket creation, can it be be updated in the Helpdesk as well? Please
How to send Survey when Ticket is Resolved
Hello Everyone I am using ServiceDesk Plus Is it Available to send survey to Requester after the request is Resolved, I found when request is closed sends survey only . Help Please
Oauth EWS issue - Redirect to Login Page
Hi, I'm hoping someone can help me. I have just configured our Service Desk for Oauth EWS and everything is setup correctly in Azure. Upon saving I get the user-consent window pop up, I enter the correct details but instead of a successfull message and
Email fetching error
Dear Servicedesk Support, Today we didn’t get any tickets on the helpdesk, we found this error below. And asset lists aren’t updated on the list. Can you please help us to solve this issue?  Regards, Yonas
[SDF-96364] How to add variable in Reply Template?
Im trying to set Reply Template to have import serial number from Asset Description is I can use a variable: Type $ in the editor to select and insert a variable So im find $CIName to insert a Name of this Asset and this works adding in reply Name of
Communication from SDP mssql database to databases in othersystems
Hello, can I retrieve data from another mssql server into the database of servicedesk plus? example: need to get information from the financial system database and add it to assets in SDP directly like price date etc...
[SDF-98513] Approval Reminder mail notification
Is it possible to add variables to the Approval Reminder mail notification? Looking at the template it doesn't look like you can but I have had several requests from users asking if we could add information regarding the ticket # or the Requester or the
POPS and IMAPS deprecation
Hi As you know pops and impas protocols have been disabled on exchange online and we cannot use them anymore to fetch emails from our support mailbox, I tried to change to ewas with oath following this tutorial: https://www.youtube.com/watch?v=cwTpeIrflkQ
[SOLVED]Change time zone for all users
Good day! Please tell me how I can change the time zone for all users, both current and new users. Is there such a possibility in the web interface, or editing of any configuration file. The zone I need is Moscow UTC +3. Thanks in advance for your reply!
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