Template restrictions
Is there a way to restrict a user from accessing a template? A way to set up a role or something to prevent some users from accessing a template or specifically allowing such access. I can't seem to find anything in any of the documentation that I have
Template and Its approval workFlows
Hi How to create a SQL query to retrieve Service Catalog templates along with their respective approval levels, formatted as shown below. Application Version : 15.1 Build 15130 Service Catalog Template Name Support Group Approval Level Approvor name A
Private technician email triggering requester notification
We have encountered some unexpected behaviour with technician emails sent from within a request and I'm wondering whether this is expected behaviour or if we're missing a configuration setting. We have the following Notification Rule enabled: “Notify
Dashboard Access
Hi I have my CTO that does not see the same list of dashboards that I see. I would like for him to see all the dashboards. He is a member of the support groups but still cannot see all the dashboards. How can I give him access to all the dashboards?
Default Request Questions
I am curious. I have been working on specialized templates for "requesters" and would prefer they use these stripped-down customized templates. Is there a way to hide the Default from the requester so they cannot use that as I would prefer technicians
Change events stop working on select2 referFields after applying 15,320 upgrade
Hi, Team, I’ve implemented a rule that controls several fields, three of which use lookup functionality through referFields, using a Custom Configuration Module API for value selection. The values of these three fields depend on one another, and populating
Custom grids - export?
Hi We are changing domains so my technicians will have new SDP accounts. This is testing fine except that many of my techs have custom grids, boxes, etc that of course are no longer there when they log in to SDP using thier new domain (new account). Is
Incident Catalog permissions
Hi It appears that in order for a technician to see an item in the incident catalog - they must first be a member of that support group. Is that correct?
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Reports - Last update time
We have noticed that work log entries doesn't update the "Last update time" property on Requests. Is that intended? If so, how do i produce reports that include work log entries as a "Last update time"?
Notification Rules
Good afternoon, I seem to be missing something very simple. To my knowledge when I have added a note and checked the "Show this note to requester." option. The requester got something. Well, I have noticed of late that is not happening, and what is odder
Entra Version
Hi Is it possible to use Entra with version 14205?
Change the text here...
HI Can you tell me in SQL where to update this msgbox system text. We dont want it to say 'servicedesk.blah.net says' we want to put the company name instead of 'servicedesk.....' if possible.
Auto Duplicate
Hi We would like to be able to auto duplicate a request. A request comes in for support group1. If a technician then selects a particular group we would like the request to be auto duplicated to the other group that they selected. How can we get this
Using Links in IT2 Template
I am looking to build a better customer experience using the IT 2 template. I have two links that come built in called Report an issue & Request a Service. Both just take you to the Incident Template screen. Without modifying them to a URL direct link
Changing Domains
HI We will be changing our domain in the next few weeks. Looking for help on the best way to migrate all the users, business rules and anything else that might need an email address change with the new domain. I found this old link: https://pitstop.manageengine.com/portal/en/kb/articles/changing-domain-in-servicedesk-plus
Kanban View
I like the functionality of the Kanban view for seeing each technician, reassigning tickets easily and the like. However, how does one see Unassigned tickets? In that view, if the ticket is not directly assigned to a specific technician it does not display.
Microsoft Booking with Service Desk Pro
Good morning, So I have been messing around with Microsoft Booking and was wondering if there is any way to incorporate it with ServiceDesk Pro? We have ServiceDesk Pro OnPrem and a Business premium version of Office 365. I would love to make users more
On Hold Date
Hi - I was wondering if you could add an option to display the reopen date set on a ticket that has been placed on hold when viewing requests as a technician. I often place tickets on hold so I remember to go back and address an issue later. As I browse
Track Scheduled On-Hold Requests from the Request List
When a request is placed On Hold and a time is scheduled for it to resume or change its status, technicians may need an easy way to see when the request is expected to become active again. Displaying the Scheduled Reopen Time directly in the request list
Request and Incident Access Permission Limitation
HI Team, As far as I know, in ServiceDesk Plus, there is no option to create a custom role with view-only access specifically for either Service Requests or Incidents. If we provide access through a custom role under “Requests,” the permission will be
CIs and Assets associations after 15.100 update
Hi, Team, Before version 15.100, Assets and CIs behaved as a single, synchronised entity: any modification made to an Asset was automatically reflected in the corresponding CI. This synchronisation also extended to module associations. For example, when
SharePoint and SDP
Hi We have on premise SDP and online SharePoint. I would simply like to create a ticket in SDP every time a new item is saved in SP. So it would be from Sharepoint and create a new request in SDP. Does it work in that direction? Is it best to use Zoho
Multi-Organization Management in ServiceDesk Plus – How Important Is It?
As organizations grow, IT teams often support multiple business units, departments or external organizations using the same ITSM platform. Each organization may have its own users, technicians, incidents, service requests, SLAs, workflows, service catalogs
Feature Request: Side-by-Side Comparison View for Resource/Catalog Items in Request Forms
Product area: Requests — Resource selection ("Choose your item" step in request templates) Current behavior: When a request template includes a resource catalog (e.g., a hardware selection step like "Choose a laptop computer model"), each item's details
I need to restrict the reassignment of tickets between support groups in ManageEngine ServiceDesk Plus.
I currently have several technical support groups or divisions, and I need to configure the platform so that technicians can only assign or reassign cases to other technicians within their own group. For example: Technician A belongs to the Applications
Scheduled to reopen "On-Hold" tickets do not reopen
Hello, We've been battling an issue with on-hold scheduler not reopening tickets. ServiceDesk version 15240. Does anyone else seen this issue?
Upgrade Failure From 14980 to 15100
Hi Friends, I started the upgrade process and got a pop-up window saying that the upgrade was prevented due to few inconsistencies in the asset module data. See the attached image. How can I fix this problem?
Allow SDAdmins to sign out users with active sessions
Under security, if we enable " Disable concurrent Login" there is not a way to sign out a user who closes the browser without logging out, browser crashes, computer crashes. The only way to clear so they can login again is to restart the service. Because
CC emails in AssignOwnerNotification
I have the on prem SDP version 15.1 Build 15130 How can I add CC field to the AssignOwnerNotification template
Improve Custom Module!
Custom Module is very good idea, but its incomplete and please add these options to Custom Module: Form and Filed Rules Additional filed management (Now, I created a filed and I cannot delete it!) Set permission technicians to access Custom Module on
MTTR Calculation in SDP
Hi All, I want help on how to calculate the MTTR in SDP. Currently I am not able to see such column or field in the report section. MTTR=Resolution Time−Created Time−Hold Time
Asset Bookings - No Technician Notifications
We were very excited to see the release of the Asset Booking module but we've unfortunately hit an issue right at the start. How can we notify technicians that a new booking request has been submitted? There are some triggers that can be enabled in Notification
Licenses
Hi all, new to SDP, I am looking for a way to find out how many of the client licenses that I have purchased, and have installed currently.
Operational Hours Migration Data Inconsistency - 15200
Hello! We're trying to update a test installation and encountered the issue in the screenshot. I tried to write to the specified address, but I did not receive a response. We are using a dedicated MSSQL server. Best regards, Alex
Zia Agents
What is a Zia Agent? To put it simply, a Zia Agent is a mini AI agent within ServiceDesk Plus that can interpret tickets, determine the appropriate response and carry out actions automatically. So, what is the key difference between Zia and Zia Agents?
Request workflow in waiting state
I'm using the request workflow to conditionally create child tickets based on data in the original ticket (for onboarding). Using the fork and join, I'm able to simultaneously create all the child tickets using If block, where Yes creates the child and
Stopping the Service Level Agreement Clock Based on an Additional Field
Hi Support In Service Level Agreement I need to stop the clock if a certain field has a certain data value and if the field is change to "Supplier Provided Information" the SLA clock re-starts. Not sure how this can be done in the Service Level Agreement
Mock practice scenarios online
Hi Everyone, I am planning to take the MECPA (Beginner) certification and would like to strengthen my practical knowledge of ServiceDesk Plus before appearing for the exam. Could anyone please suggest where I can find mock scenarios, hands-on exercises,
COMPLETE_V3_JSON_FILE encoding powershell
Hi, I'm developing a Custom Menu option that sends request data to another application using Powershell. I'm wondering what encoding I should use when getting the content of the COMPLETE_V3_JSON_FILE-file. I have tried multiple options available in the
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