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!
Task Update Script
I'm beating my head against the wall on this issue. I previously had a script that would update a Task based on fields in the attached request. But that broke after a while and now there seems to be some additional functions that have been added and I'd
Issue with OAuth authentication in Service Desk Plus ticketing tool
We enabled OAuth authentication in the Manage Engine ticketing tool. But its still not working. We are not able to send/receive mails from the Service Desk Plus. After making all the required entries for OAuth authentication, and clicking on Save, we
asset explorer overwrites the assets during scanning
Hi I have installed Asset explorer with free license for 25 assets and Installed agent on 20 assets. endpoint central shows all 20 assets after scanning, but Asset explorer shows only one asset! asset explorer overwrites the assets during scanning and
Tasks API for getting all tasks not working from postman - status code 4007
Hi, I called an API to fetch all tasks related to request id in postman. But its showing an error 4007 as shown in screenshot. But when I test this API in helpdesk documentation it works: What should I do? Or should I do something else? Thanks in Ad
Update to SDP 14003 from 11.
Hello team, A customer wants to update their SDP, from version 11 to the last one (14003). Please, could you confirm the correct update order? 1. From "Migration Sequence", download and install packages until version 13011. 2. From "ManageEngine archives",
robots.txt
Hi guys, sorry, can you help me? We use ME ServiceDesk in our company to test the software. We have installed it in a new vm Windows Server 2019, latest 14.0 Build 14003 is installed. From the first installation we have always had the same problem: after
Deprecation of basic authentication in Microsoft Exchange Online
Dear users, As you maybe aware, Microsoft has announced that it will start disabling basic authentication for Outlook, EWS, POP, IMAP, EAS, and RPS protocols in its Exchange Online effective October 1, 2022. https://docs.microsoft.com/en-us/exchange/clients-and-mobile-in-exchange-online/deprecation-of-basic-authentication-exchange-online
[SOLVED] [ SD-106005] Extremelly slow performance after update to 14000
Hello, we recently updated our test enviroment from 12004 to 14000. our installation has a remote DB, so everytime we update we have to revert to local DB so that the updater can update the DB server. we have used this same update process with older
Case sensitive search in Requester Name in cyrillic
SDP: 9028 DB: bundled Postgres When creating New request and typing user name in Requester Details -> Name field i have following problem: * latin characters working like expected: "Nata" and "nata" are the same and both shows "natalia" in hints * cyrillic
How can i make the file attachment mandatory
Is there a way to make the file attachment mandatory when a requester openes an incident?
HP Procurve Switches serial number
I have a complete list of switches in the Assests but none of the serial numbers are populated. Can this happen automatically or do I need to add them manually?
Things that has been moved or removed?
Hi, I have some issues with the new update. The auto update every 3 min. Where is that function to day? If I want to assign a request fast by ticking it of to another technician if comes with than error. "The following request to not be assigned". Why
Why Motherboard model detection is different in SDP and Desktop-Central?
Hi, Why Motherboard model detection is different in SDP and Desktop-Central? In Desktop-Central motherboard name is correct but in SDP is a general name that not enough. Please check it and solve this issue. I attached screenshots for single workstation that exist in SDP and DesktopCentral. Thanks for helping
Using LetsEncrypt with ServiceDesk on Linux (version 9400 and above)
I am running ServiceDesk on Linux and I wanted to use LetsEncrypt with ServiceDesk and have a cron job automatically update ServiceDesk when the LE certs were renewed. There was a lot I found on the internet but I boiled it down to this: 0 - Prerequisites:
Query to list all items associated with a site
We have been using ServiceDesk for many years and the database has gotten full old information. We need to delete existing sites (simply leaving them unused is not an option, too many of them). Is there a query that would list all the items the SITE is
[SD-106041] SDP 14000: Pickup without fill mandatory fields
Hi guys. Before SDP 14000, any technician could pickup a ticket without specifying mandatory fields. When closing the ticket or assigning it to another technician, then (as it should be) they were required to fill in the mandatory fields of the ticket.
[SD-106005] When is the terrible performance of 14000 going to be addressed?
The performance of SDP is egregious. It's so bad clients are abandoning the tool until further notice which as you can imagine, is causing ripple effects across our organization. SDP is slow in EVERY aspect. Each click takes seconds and some pages don't
Alert struts-core-1.3.10 vulnerable
Hi Our organization's cybersecurity Dept. sent me the following Alert and directed me to address the problem, any help to fix the problem would be useful SDP version 9425 LOKI: Alert: MODULE: FileScan MESSAGE: FILE: C:\ManageEngine\ServiceDesk\lib\struts-core-1.3.10.jar
Replies still not working right in new version - changes font to Roboto on backspace
Hi If I setup my replies to use Calibri 11 under admin, notifications, replying to a request (Calibri 11 is my companies requirement when replying to an email): But then if you backspace and start over (because it gets the font size wrong it sometimes
Script authentication keyword
Hello, since a while, i do see in sample script the way to authenticate has changed. I was using this method to authenticate using the API: {"TECHNICIAN_KEY":"XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX"} And the method has change to be: {"authtoken":"XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX"}
Add envelop notifications to the requesters?
Hello all, Is it possible to display the notification envelop to the requesters? Unfortunately I can't add the reply column to the requester. Service Desk Plus 13.0 Build 13009 Requesters: Technicians: Thank you. Kind regards,
How to - filter data created over a month ago and not closed
Good Morning! I'm trying to make a report to get technicians to look, and close off their jobs that are over a month old. at the moment I can filter the created time is less than a date, but I assume I would need to change this every time I want to make
How do I track consumables in the system?
How do I see consumables in the system? Isn't this where things like toners would go? How do I track it for inventory purposes?
Add BCC field to notifications
It would be helpful to add a BCC field to all notifications in Service Desk Plus.
[Analytics Plus webinar] How do efficient help desk operations influence the rest of your IT?
Hello folks, We're happy to bring you our latest free webinar on building efficient help desk operations that augment IT productivity. Date and time: November 10, 2022 2pm AEST | 10am GMT | 10am PST Why attend this webinar? It is common knowledge that
Can't Update to 12000
I want to update my ServiceDesk Plus from 11309 to 12000. But at 71% I always get the following error message. (see log file)
Open a closed ticket when reply email.
Hi, We have disabled the creating ticket with email on the service desk. So users only create desks on the portal. Sometimes our team replies to tickets to gather more information about the issues and waits for the reply. But most users still reply with
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