Problem with BOT in Microsoft Teams integration
Hi, i made integration (from this URL https://help.servicedeskplus.com/integration-with-microsoft-teams) our Servicedesk Plus ( 14.5 build 14503) with MS Teams and i have problem with BOT - does not work. For example Request List View Personal App is
SD-115664 : The size of inline images in incoming emails is limited to 3MB.
Hi I see in the release notes : SD-115664 : The size of inline images in incoming emails is limited to 3MB. Note : If the inline image size exceeds 3MB, the image will be dropped from the email and the sender will be notified. Is there a way to adjust
Remove Licence from Administrator Account
Hello Guys When I created my SDP instances I chose the administrator user as their owner, which was my surprise when I obtained the licenses for the program and realized that this user is assigned a technician license. For example, in one instance I acquired
How to delete Service category
Hi all i have SDP Standard 13001 i'm trying to delete default service category when i try, i got a message saying Service Categories [Application Login] were not removed as associated templates are active. i already deleted all default template from:
Devs' got it wrong.
Hi. Just updated to version 14202. One of the issues we were hoping was fixed was not being able to use multiple monitors when replying: https://pitstop.manageengine.com/portal/en/community/topic/latest-version-reply-forward-template-now-doesnt-allow
Inline images being dropped, no directly visible indication in the request
The technician have to look in System Notifications to find the e-mail that goes out notifying the user that an image was dropped. The e-mail does not contain the reason for dropping the image, making the user more confused as to why the image was dropped.
[SDF-25829] How to add additional fields in ESM Site - Organization Details
Hello ManageEngine, i whish to add additional fields in the ESM-Site details. The reason is that for our support technicians it would be great to see this information directly in the ticket informations when you open the site information of the requester
Permissions required to set the Site in Work Orders
Good Morning, I have recently been asked for our End Users to have the ability to update the site in Work Orders so that the Approvers know what site the end user is a part of. I set a rule to make the site mandatory. I have tried to find what permission
Cannot change the Department field on old tickets
We had a bunch of users imported without a department. We created 800+ tickets that were categorized as "department= Not Assigned We would like to change these tickets to have a proper department. Is there a script that allows for us to do this even if
ServiceDesk Plus REST API for Webhook subscription
Hi, Is there a REST api method available to register for webhook subscription on ServiceDesk Plus?
Failed upgrade from 13000 to 14205
Hello, we are on version 12008. We changed NTLM SSO to SAML, so now we want to upgrade to latest version (14.7). We have WinServer 2019 and SQL Server 2019. The update from 12008 to 13000 was done succesfully (ManageEngine_ServiceDesk_Plus_12_0_0_SP-1_0_0_Windows.ppm)
Can IT Operations be run within the Facilities & Operations instance?
One of our customers asked a unexpected question the other day... "Would it be possible to run the IT Operation servicedesk function within the Facilities & Operations instance? We have tight cooperation between the IT teams and the Facilities teams running
What Mail Protocol for M365?
Hello - We've recently moved to M365 and need to reconfigure my Incoming/Outgoing Mail protocol. Can someone let me know how to configure and if there are instructions? A thread I found on here indicates EWS but I have not been able to get that working.
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.
[SOLVED] Service Request Variables in Reply Templates
We have a requirement to be able to send notifications from Service Requests using the reply templates. Currently, it appears he only variables available to be used in the "Reply Templates" are pulled from "Incident - Additional Fields". We would like the availability to use our Service Request additional fields in a reply template so it will pre-fill the information. If this is currently possible, please let me know. I have no been able to find any other resources on the forums that pertain to this
Asset Status is Not being changed to "In-Store" by following the Request - Custom function Script
Dear All, I was following the Knowledge Base Article available at the link and while configuring the Off-boarding template the script works fine and also end the relationships with the User respective Assets but the status of the asset still be "In-Use"
Problems with SLA and weekends
Hi, sorry for my english I have a problem in service desk I have some SLA'S and i have the calendar with holidays and the work days. The weekends i don't work. If i make a request the SLA put the day in due date field. My problem it's that the SLA don't respect the weekends and the holidays. Can someone help me?
Cannot able to Associate the Asset to New Employee using the KB Article
Dear All, I was testing the Custom Function Article under the knowledge base section with the link but I was facing an issue while I am associating some assets to a New User with below error message while testing the Request Custom Script. Please let
Obtain user role through Deluge
Hello there! I'm trying to discover the logged-in users role, from this, I would determine what elements to display in the presented template. For instance, if a bog standard user was accessing the Self-Service Portal logging a ticket, they would only
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
csv import question
Hello SDP, For some reason, I'm unable to map the description field (default attribute) with my csv file. Is that a bug or the issue is on my side?
How to use Resource fields in RLC notifications or notification triggers?
We're using SDP 14700. We have several Service Catalog templates created with Resource fields that are entered by the requester. We would like to send out email notifications using RLC or custom notification triggers, but it seems we cannot include data
How to populate "Reporting To Email Address" and "Reporting To Lead Email Address" (i.e., his manager) on Request Additional Fields?
Dear All, We have created two (2) request additional fields on a Service Request Template to auto. populate Requester "Reporting To Email Address" and "Reporting To Lead Email Address" (i.e., his manager). Please let me know how can we auto. populate
Holidays still count towards the SLA
Hello Everyone, I'm confused about the holidays feature in ServiceDesk Plus. I've added holidays but it still counts towards the SLA I set earlier. isn't it if I have added holidays then the SLA doesn't count? Please help if anyone can provide a solution.
Upgrade from 9415 to 10000 Encounter Error
Tried to upgrade version. Encounter error. Anyone can provide some insights to solve this issue. Thanks. pr 19, 2024 3:18:35 PM [com.adventnet.tools.update.installer.UpdateManager] [INFO] : Apr 19, 2024 3:18:35 PM [com.adventnet.tools.update.installer.UpdateManager]
Get field name into description field
Hello there, I'm trying to get the field name of a created "Additional field" into the Description field, and include it's value. So it would look like this. (Field Name) (Value) Device Type: Computer Ultimately I'd do this for any field which has a value,
Why is it that many pages in SDP have hard coded heights?
For instance. The Tech Availability chart refuses to be any bigger than 400px although it could take up most of the screen. It's an easy fix though. Change the matdiv class to 68-70vh instead of 400px and it works. So instead of this: You'll get this:
ESM Instance Type
I'm trying to create a new instance. For Instance type I have Blank, Human Resource and Facilities only. I want to create more instance types options. I want to know if it's possible to do that?
Asset Scanning -Prevent move to 'In Store' when user deleted.
Hi, We are having a problem with asset scanning moving assets to In Store when the assigned user is deleted. I'm unsure if this is a recent change (within the last year) as we never used to have this issue. It is affecting our audits, assets should only
old version for download
Chaps I know i asked you this last time i was ready to upgrade, but ive lost the link. :-( Where can i download an older version of SDP from? I normally like to have a copy available just incase the upgrade goes wrong. Im looking for 5501 thanks again
Bulk Fetch email sent date
Hi Service Desk Forum, I have a question regarding importing old ticket emails into service desk. When I fetch these emails, I notice that the creation date of the tickets is automatically set to the time of fetch rather than the original email sent date.
Report to show support group changes
Dear Team, Is it possible to create a report in SDP or advanced analytics that shows all requests that have been transferred from one support group into another support group. I want to see how many times that this happens over a period of the previous
Upgrade failed due to a Postgres migration error. 14600 to 14720
Good afternoon! when migrating from build 14600 to 14720, an error occurs when trying to upgrade postgresql to version 15.2 Upgrade failed due to a Postgres migration error. However, you can continue to use the previous version of the application without
Server Issue - logs
We’re encountering a situation where the disk is becoming full because of the SDP logs. These logs are generating an excessively large syslog file that continually records the same error. Upon halting the logs, we no longer encountered the issue. The
Templates for status change comments
Hi; If possible, i would like to template option for "status change comments" and "request closure comments" forms. We use frequently "status change comments" and "request closure comments". We often write the same text. For example we change status to
Request Management - number of requests submitted per hour
Count of request inflow per hour - provides an insight on monthly opened incidents per hour. It provides you a quick determination on timeframe that received a large number of incidents. This information can then be used by an incident management administrator to determine if a particular department requires additional resources to efficiently manage the number of incidents. PGSQL: SELECT EXTRACT(YEAR FROM (to_timestamp(wo.createdtime/1000)::TIMESTAMP)) "created time", CASE WHEN EXTRACT(MONTH FROM
Change the Department after the users has raied a ticket
Hello, I have had a number of users that have created job tickets before we had the full information on them, i.e. we did not know their department info. we have now updated their department data but the reports are still showing that they have no department listed, but does show other data which is up to date. how can I change the department info on the raised job tickets Thanks Iain
Error when upgrading from service desk build 9.4 build 9400
We are using the free version for service desk and getting the error below when upgrading the application Aug 13, 2023 9:57:56 PM [com.adventnet.servicedesk.updatemgr.util.SDPreProcessorUtil] [INFO] : Change statuses with notification content as empty
Failed upgrade from 14600 to 14720
Hi, During upgrade from 14600 to 14720 I had an error: ------------------------------------------------------------- Going to take full backup with file attachments ------------------------------------------------------------- Backup Directory : .//backup/backup_postgres_14600_fullbackup_upgrade_04_10_2024_21_17
ADMP Integration Question
How do i get the 'Create User is AD' option to auto-populate the below fields with the values of matching additional fields in the ticket? i have added the create user action to the template and that template has additional fields that match these names
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