Change technician as requestor removes technicians name
Version : 10.5 Build 10509 When I use the change the technician to requestor using this, https://pitstop.manageengine.com/portal/en/community/topic/removing-technician-s it removes the technicians name from historic tickets. 1 - Is there a way to prevent
Problems after updating SDP MSP from Build 10536 to 10600.
Hello. In our test environment, we are trying to update SDPMSP from version 10536 to version 10600. It is installed on a ubuntu 18.04 system and works with a postgres database. The update itself passed without errors. However, after we started testing
Setting up SAML SSO on ServiceDesk using Google IDP
I'm setting up SAML SSO in ServiceDesk and I want to use Google as the IDP. I've configured ServiceDesk as a SAML app in Google and I've configured Google's IDP information in ServiceDesk. When testing the SSO login, I get error code 52 which means I'm
How to closed the Service request once converted to the Change request?
While converting the service request to associate change request initial service request tickets need to be closed automatically as well as notify the requester your service request is closed and it is moved to the change request with the CR Reference
Different User (requester) reply to an existing ticket response creates a new ticket
Hi there, I found that when a ticket is forwarded to a different person via email, and when that person replies, a new ticket for his/her response will not be appended to the existing ticket. I am wondering if there is a solution for that problem. The
SDP 13002 - Fail updating to 13006 or 13007
Hello, We are having issues trying to update from 13002 to 13007. OS: Windows Server 2019 DB: SQL Server Logs attached.
Request e-mail forwarding
Can someone tell me what am I doing wrong ? I have set the technician administrator with an e-mail. I've assigned that administrator to a new group called General, and checked the first two boxes for any new request which come to SDP so it sends notification
[SOLVED] Migrate from Build 12000 to 13000 problem
Hello. I can't migrate to 13000 version. I tried many time and always got same problem. Now i'm on 12000 version.
Yellow SLA flag for requests that are due far in the future
We have an issue with the SLA flags. Red means the request is Overdue and yellow means it will be overdue soon, perhaps in hours or in a few days. However, as the attachment shows, a request can be 28 days away from violation and they are shown as yellow.
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Add javascript in widget
Hi, i would like to ask how to add JavaScript that will communicate with API in the widget for the requester section or if its possible to add a JavaScript button along with html code in requester widget Thank you
ERROR CODE : 100
Hi I have this error while updating SDP from version 11.3.01 to version 12.0.00 I also attached the log file my database :Postgres
URL Blocked error message
Receiving this error message when attempting to add attachments. Is this related to the 99meg limit or the amount of attachments trying to be added ( 38 )?
[SOLVED] Report generate error
Heyy i m facing issue to generate report kindly find below error - Message : Dear user, Unable to generate the report, So please contact servicedesk support for further assistance to resolve the issue and forward this mail and support file(s) to support@servicedeskplus.com
Turn off notifications when Incident field "Do Not Notify" is set to Yes
Hi, Occasionally we have the situation that we need to resolve Incicents without sending the resolved notification the the requester. First off, i already tried the Junk Notification Rules. But Sadly the only criteria i can select are subject, description
Field and Form rules: setting a numeric value automaticaly generated
Hi all, With the following script $CS.setValue("ServiceReq_902_UDF_LONG2","123"); It is possible to set a specific value (in this case "123") into a numeric field's form and it works well when I created the form. However what I need to put into a numeric's form field is a unique progressive number automaticaly generate by the system and increased by 1 every time a new form is created. Can anybody help me please? Thank you very much Antonio
After Upgrade to 13007 getting in between error while working in servicedesk plus " Error while processing request" or "Error Occurred at server side, Please contact you administrator for more details
After Upgrade to 13007 getting in between error while working in servicedesk plus " Error while processing request" or "Error Occurred at server side, Please contact you administrator for more details". Please help us on priority as it is impacting our
Report for Awaiting response tickets over x days
Hello, Is there away I can get a Query report for request which are awaiting a response for more than 30 days With no response from user
[SDF - 63677] Searching Conversation History - 6 years passed? Is it done?
I'm using ManageEngine Servicedesk Plus and I now need to search through all our reguests INCLUDING ALL CONVERSATIONS THAT HAS HAPPENED IN THEM for a serial-number I'm missing. I found this handy little request by another user: https://pitstop.manageengine.com/portal/community/topic/searching-conversation-history That was SIX YEARS AGO! How is this feature going along? Is the roadmap there? Or should we wait until year 2067 perhaps?
How to not update "assigned to" of already completed requests after removing a technician
Hello. One of our technicians left and I removed him from the technicians in SDP, because his license will be used by a new colleague. At the moment, all requests completed by him have become UNASSIGNED. Is it possible the requests already completed by
Syncing Layer2 Relationships from ManageEngine OpManager to ServiceDesk Plus.
Dear Users, We have released syncing Layer2 Relationships from ManageEngine OpManager to ServiceDesk Plus. OpManager allows network admins and data center admins to identify Layer2 devices that are connected to a network and outline a visual map of the
Searching Conversation History
Using ServiceDesk Plus build 8123. Working in the Requests section. I am finding that the Search feature (in the left pane) works if I want to search within request subjects and descriptions, but it doesn't include any results for requests where my search criteria is found in the Requester Conversations section. Unfortunately, those conversations frequently contain information I am searching for. I tried all of the "Sub Modules" options, but none of them provide results from the RCs. Does anyone
Using API to get closed tickets ( Requests )
Is there a way to get closed tickets using the API? I'm using the Get All Requests endpoint: https://ui.servicedeskplus.com/APIDocs3/index.html#view-all-requests To get open requests, but is there a way to pull closed requests. Here is an example of
Installed version 13008 - favicon no longer working
Hi, Just installed version 13008 and I know it probably sounds like no big deal - but I'm getting allot of calls because the icon changed to 'SD' from my corporate (custom) icon. So, I checked and my file favicon.ico is still in the webapps\root\images
Automatically populate custom field with data from Active Directory
Hello, We are trying to auto populate a custom field named "Contact Number" with the mobile phone number of requestors from active directory. I have tried using a script but no information is being carried to the template when the form loads. Please find
ServiceDesk Pro - Additional Field Assets
Hi, In ServiceDesk, is possible to add a custom Field with a drop-down multiple value selection?
Mailbox is not accessible : "Incorrect username or password.". In the meantime, mails will not be fetched in the mail fetching schedule.
Hi, From yesterday I started getting email notifications from our ServiceDesk Plus environment with the subject "SDP Notification: ERROR: Mails not fetched". On further investigation I found the below message on the Mail Server Settings: Mailbox is
Problem template, ability to make fields mandatory
Is there anyway to make fields like "Category" mandatory when logging a new problem? Users keep leaving it blank, which means it doesn't get assigned to a team, and sits in limbo until someone goes through all the unassigned tickets.
Custom action needed to print the conversation and all attachments
Hi, any help on using the API to print out the whole conversation (basically the Print option, with all the boxes unticked except for the 'Conversation' one), along with all attachments? I know you can use the print preview, untick the boxes, open all
changing from default template as a bulk task?
I've recently created a new request template - I need to amend all tickets since the start of 2022 to reflect this new template, so that the new fields added on the new template are visible on the old tickets. Is there a way to change all existing tickets
Automatic forward request to external email
is this a feature in in service desk plus? i want to forward off an email automatically when a case gets created. We would assign it to the group of technicians but i want to be able to send an email to another mailbox as well. i wouldn't say the email is external, but its not a technician. it is in our list of requesters
What happened to the Azure DevOps integration?
Hi, A while ago there was a post with some scripts that allowed some sort of Azure DevOps integration, but that post has been removed. Is something new coming soon or didn't it work well enough? We're looking at the possibility for our developers to use
unassigned requests and incidences
How can i prevent incidences and requests from being categorized as Unassigned with no group ?
Remove a option state from a specific request
Hi everyone. i have a little Problem... We add a different states but those we only need it for requirements, is it possible that they disappear from the incidents? I added a rule to remove the options. And i can no longer use it but they continue to
Is it possible to create a change request (directly) without starting as a support/ incident request?
I'm hoping to simplify the change request process by removing the need to create a support request. I Have read that it's possible to automatically create a change request using a script but would like to keep things as simple as possible and not rely
[Solved]ServiceDesk Plus On-premises not loading in Chrome and Edge v.94
Dear all, Recently we faced an issue where the ServiceDesk Plus’s On-premises version did not load in Chrome and Edge browser version 94.xxx. Probing further, we found the following script error : ’Uncaught TypeError: Cannot set properties of undefined
Tickets history report
I need to pull a report for 2020 and 2021 that how many tickets created and the ticket details. Please let me know if there is a sample query to pull those reports. BTW I m using MSSQL.
lyfe cycle
Hi everybody If I click the button next group in the life cycle it should be changed to the second group but at this time currently, group technicians shouldn't see the next process, The ticket should disappear for the previous group. In documentation
Question about Worlogs use case
Hi all, we're starting to use Worklogs but for now we're only ask the technician to register a worklog before escalete the request to any other Techinician or support group, in order for the other tech known what has been done in the request. I would
Notification to e-mail CC users when request is Cancelled
Hello, We are running SDP version 12004 OnPrem. I realised that on the occasions when we mark a ticket as Cancelled (instead of Resolved), there is no option to send an e-mail notification to the users who were originally in CC, only to the original requester
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