ManageEngine ServiceDesk Plus REST API - Get all conversations for a request or a change
Is there a REST api method available which can fetch all conversations for a request or a change? Also, is there same for adding a conversation to a request via REST api.
Service Desk Plus REST API - Get Requests & Changes with last updated time as a search criteria
How can we get list of requests (GET api/v3/requests) with last update time as a search criteria. For example, we want to get a list of requests updated in last 5 minutes. How can we achieve it? Also, we want to perform similar query for list of changes
License Expire - Free Edition
Good Morning, I'm using the free version of the service desk plus, but today I've seen it giving a message that the license will expire. How do I renew my free license? When you click the renew button this appears the following message: You are not allowed
Automated Follow-Up Emails per group
Hi i'm just wondering if there's a way or a system in place that would allow preset emails to be automatically sent on on a per call/per group basis when there hasn't been a response from the user in a specific time frame, so this would cause a trigger
Risk and impact score is not popping out after adding the HTML script and adding the java script in formload rule in UAT in additional field risk score
Dear Team, In SDP change Module in UAT i have made the below changes as per the below manage engine article reference. Reference article:https://pitstop.manageengine.com/portal/en/kb/articles/calculate-risk-score-based-on-a-custom-questionnaire please
How do I purge old requests?
Is there a way to purge the DB of old requests? We already archive, but we have 10 years worth of tickets and I need to free up some space. running version 9.1 Build 9118 Postgressql Windows server 2012 r2 datacenter
LogicMonitor Integration
Has anyone done any integration work with ServiceDesk Plus and LogicMonitor?
Is there a way to setup a technician for the project module only?
We have a 3rd party working for us and want them to add projects in service desk.
problem to Add Request via - /api/v3/requests
I have problem to Add Request via /api/v3/requests all time getting response { "response_status": { "status_code": 4000, "messages": [ { "status_code": 4001, "field": "requester", "type": "failed" } ], "status": "failed" } } p.s i can update req. with
Renaming non-IT assets.
Hi, I need your support on renaming non-IT assets. So, I need to change more than 1000 asset names, which I cannot change the asset name with the asset edit function. For this reason, I have to re-add the assets with new names and make corrections in
Change automatically status after approval
Hi everyone! I'm working in the lifecycle request and I don't see a way to automate the status change after approval. My customer needs it to make easy the ticket work. They wants change the request status and autoassign a technician if the approval status
Encrypting 'old' attachment (existing) files
Hi I am enabling file encryption as described here: https://pitstop.manageengine.com/portal/en/community/topic/tips-tricks-password-protected-file-attachment Noticed that it only zips the 'new' files after you enable this feature. Is there any way to
How to remove the Site and Asset field from the below Template
Dear Team, How can we remove the Asset and Site fields in the form designer for the Requester View ?
Same user in different ESM instances
Hello, Hope you are doing well. Can you please share the configuration steps to arrange a user who is end user for Instance 1 whereas same user is technician in Instance 2. At present, it has been noticed when a user login he can see dashboard with Instance
[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!
Version 14 - Font upload looks disabled?
Hi, Installed latest version 14 on dev server. When I add the font 'Lucida Fax' ttf file I get the red disabled icon - why?
Change field value based on Service ticket status.
I want to automatically change an additional field value once a Service ticket Status changes to Closed. I can do this with an Incident but not a Service. The Status field is a selectable option for Incidents, but not for Services. I cannot bulk modify
SLA Escalation
Hello, We have several service groups and several team leads. We would like to put different service groups and Team leads in one escalation level. Is there is anyway that we can make this happen? to differentiate between the Technicians and Team Leads
Technician Key Help
I already generated Technician key, but where should I put the Technician Key? Also, what will be the codes in XML? Thank You
backupdata.sh compressed files on a full hard disk partition
Servicedesk version 9.2 (9220) Recently im migrating an operating system from Windows to Ubuntu, and i need to do a full backup, but at the time when i execute manually the command on Windows (cmd) it compress the file attachments on a partition of the
Get a string from description
Hi dears, How I can get a value from description and set it on a custom filed? for ex: a request registered, on the description has like : from [Joe Evian Jayas Pen [HTML invoic](/moyaja/pen/wJCra/).... Invoice #: 101138 Amount Due: $600.00 How I can
Need to delete all users
Hello, Fresh build, did an AD import and it's pulled through all users as well as a whole bunch of garbage that I now need to redo, however I can only delete 100 users at a time. Is there some way to delete them all at once as 100 at a time is going to
Preventive Maintenance Tasks - Periodic Scheduling
Hi, I'm trying to configure the Preventive Maintenance Tasks using the periodic scheduling. In a scenario where there is a task with 30 days, and for some reason I need to activate it earlier, the 30 days do not start counting from that time, but from
Contract Expiry notification with Link to Contract
The Contract Expiry notification doesn't have a link back to the contract. Is it possible to create a link so that the recipient can go to the contract quickly?
Survey
Hi. I want to create survey, with several questions. But each question must have different answers. How can I create different answers for the questions? Thanks in advance.
Asking Guide to Create the Email Alert for Overdue Ticket
Dear Support Team, Good morning and greetings from Tangerang, Banten, Indonesia I am Millah, one of the new employee at my company. My company is using manage engine service desk as IT help desk. Please let me know the latest manual handbook and please
Assets Module > Software and License Management Best Practices
Hi, I've been working in our ServiceDesk system trying to get the software licensing to a point where we can use it for better management of the licenses in the environment. Spreadsheets and the like are still in use, because of speed and efficiency.
Multiple tickets from same client
Hi, I was wondering if anyone had a solution, I raise a ticket in a 3rd party support desk, when they respond it opens a ticket in my support desk. The issue is if they respond to the same ticket it doesn't update my one, it just creates another ticket.
[SDF-22226] How to add requester additional field in e-mail notification
Hello. When i create incident additional field i have column name with variable like $UDF_CHAR. I can put it into every notification and recieve information from my custom field. System also have requester additonal field, but there isn't column name with variables. I need to put some additional information about requester into e-mail notification. How i can do this? Thank you.
[SDF-23969] Automation from Incident Request to PO Creation
Hey All Has anyone scripted automation directly from an Incident request to a PO? We run a separate request and approval system in our environment. When a request is approved, an email gets sent to SDP to notify a technician for deployment. Now that we have the Purchase Module, my supervisor would like to convert these approved requests into a PO. Does anyone know if this is possible? I checked out the Business rules, but it looks like I can only convert to a Service request, and then associate that
REST API v3: How to edit an asset?
I need help forming my JSON for this. The reply message that I get back is simply "Internal Error" without any other identifying output to help track down the issue. I can update Location by itself just fine, but I cannot update the State with the current JSON parameters. $id = "111111" $input = @" { "asset": { "state": { "name": "In Store", "id": "1" }, "location": "Test Location" } } "@ $header = @{TECHNICIAN_KEY=$ApiKey} $params = @{input_data=$input;format='json'}
Unable to save the organization details
HI, I am unable to save the organization details when clicking on save. it shows the default value "my org inc" Kindly assist
SQL Script to change data
When we first started using ServiceDesk we as an organization decided to use Resolved as our closer code for any request that were completed and to rely on Closed when a request could not be fixed. We've learned recently that Resolved does not retrain the Technician name when a tech leaves. This is making it rather difficult to reference old notes. Is there a SQL script we can use that will update the status and closer code from "Resolved" to "Closed with Success" for any quest that has a status
Due by Date is not setting
Hi, I'm facing an issue that whenever i create a ticket in ME portal the Due by Date is not assigned automatically, i have to manually update the same. Regards, Anil
Questions about product
Hi, we are looking for new helpdesk system and I would like to know if ServiceDesk plus is able to: - tracking time spent on each ticket, - has e-mail integration (you could create ticket by sending email), - has SSO, - is there any API (link https://help.servicedeskplus.com/api/rest-api.html?MEapi doesnt work). Thanks in advance for your answers.
Which TLS version for SDP+?
We use Office 365 for our email, including mail sent to/from our SDP+. Microsoft is going to disable support for mail on < TLS1.2 in a few weeks. Our mail server settings are to use TLS, but it doesn't indicate what version it uses. Is this something that is managed through SDP, or does it depend on the server on which it's hosted? If the former, how do we know what version it uses, and how can it be updated to 1.2 if it's not?
Adding Specialist
Hello, Please help: When adding a specialist error appears.
"An error has occurred. Reload page. If the problem still occurs, contact support" Screenshots in attachment. Thanks.
need release 10011
hi there ! my service desk bup is in version 10011, i need to restore it but i couldnt find 10011 on the following address: http://archives.manageengine.com/service-desk/?C=M;O=D please help me?
REST API to search Ticket
Hello Everyone, I am planning to integrate our tool with ServiceDesk through REST API. To do that I need to search ServiceDesk for specific Ticket based on some search criteria. If not found open new Ticket page with few details populated. Is something like this possible? Which is the API to search Ticket? How can I open new ticket page with few details populated? Thanks
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