Email Requester from a Task in an Incident or Service Ticket
I swear we use to be able to email the requester from a task at one point. Example: Ticket technician creates a task for another technician to complete. The Task technician needs to email the requester. If send email from the ticket, the ticket technician
SDP build 14900
Hi i created a template in service catalog but I want the requester name to be auto filled but I couldn’t do it as when I move the mouse to the name filled it show a red icon 🚫 like I can’t edit this filled. i am sdadmin and have full control. i tried
Request Notifications for "Shared With" Technicians
Hi, Is it possible for request notifications (via email) to be sent to any technicians that a ticket is shared with, as well as the ticket owner? Scenario: Technician A is assigned a ticket, but Technician B (in a different support group) has input in
Business rule - Moving Ticket between ESM instances
Hi, The scenario I have is that we have a Finance instance that is split into 6 different financial Support Groups. If a technician from the IT instance Moves a ticket from IT to Finance it literally drops the ticket into no mans land, no group, category
Employee field lookup in Form
I'm working on a Vendor account creation form, and one of the fields that is required is Vendor - Responsible Employee, I would like this to be a lookup value of all the users in ServiceDesk Plus, what is the best way to perform this function? I'm on
Select field for refer lookup fields
Hi, I don't remember which version it came in but I see that we now are able to create additional fields that refer to other tables (Users, Technicians, Vendors etc.) natively in the Additional Fields configuration. I have started to test this in some
SSO requiring a click to logon
After updating to 15.260 SSO with Entra ID doesn't happen automatically, but the users HAVE to click the button to logon. Anyone else experiencing this?
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
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?
Support for Anthropic or MCP server?
Are there plans to add support for Anthropic AI services or an MCP server to allow other AI services to interact with SDP?
Restricting Admin Access While Enabling Helpdesk Configuration Capabilities
Use Case: Requirement to grant administrative access for helpdesk configurations to perform operations such as creating new incident templates, modifying SLA rules, updating the priority matrix and other related operations. Scenario: A technician needs
Tasks in API
How do I mark a task as resolved rather then closed using the API? Closed seems to be the only option in the examples. _closed closes a task and can be used in a pinch, but I would rather set the task to resolved.
Multiple ServiceDesk instances integrate with single endpoint central
Hi, If I have multiple ServiceDesk instances in same server, that required to integrate with single Endpoint Central. Purpose: aims to manage the assets in different instances in SDP. Is it compatible?
ServiceDesk Development Environment
Wondering if anyone is using a SDP dev environment. If so, is there a configuration file(s) that I can copy over from my production environment as I do not want to recreated my rules, groups etc. We learned a valuable lesson this week when the service pack update brought us down for a day and a half. All of which would have been avoided if we would have tested in Dev. Thanks for your help!
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
[DidYouKnow - 48] ManageEngine ServiceDesk Plus On-Premise complies with FIPS 140-3
What is FIPS 140-3? FIPS stands for "Federal Information Processing Standard." The version FIPS 140-3 is the latest U.S. standard for validating cryptographic modules used to protect sensitive data and it has four security levels. Level 1: The cryptographic
Importing assets into ManageEngine
I'm fairly new to asset management on manage engine and I am currently trying to import a list of workstations from our current inventory manager. I have the data in csv format, and I manually import it and match up the fields. For each user assigned
Add Date Filter Criteria in Custom Reports
We need to be able to run reports based on date fields less than, greater than, etc. compared to a dynamic date (ex. current date). The Data Filter options does not have Less Than, Greater Than options but Advanced Filter does. Advanced Filter does not
Timesheet Feature
Need true timesheet feature for technicians to track and manage their time for their full workday. Leverage the Worklog entries that pre-populate the timesheet for the day worked. Allow technicians the ability to make direct entries on the timesheet that
Help producing a report
Hi, I need help producing a report similar to the dashboard widget "Request Summary". The report need to show amount of incoming and resolved requests for a specific support group , and any requests with expired SLA. Preferrably with a similar graph
[ForYourInformation -60] Special Operational Hours
Several enhancements were included for Operational hours in build 15200. In addition to these, a long sought feature "Special Operational Hours" was also introduced designed to handle planned periods of reduced team capacity without distorting SLA performance.
@name, firstname doesn't resolve in notes
sometimes technician's names are not resolved to mailadres in notes although the name was listed in the dropdown. There is only one user in de database with that name.
Query results not complete
Hi, This query (once received from you) gives results till 2022. Newer requests are not displayed. Can you provide me a new working one? Thank you SELECT wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",dpt.DEPTNAME "Department",wo.TITLE "Subject",ti.FIRST_NAME
Allow checklists to associate to a task type
We have a use case that it would be amazing to be able to associate a checklist with a task type. IE: Task to setup a new employee's computer, where the checklist supports the task and be completed before the task can get marked resolved/closed.
Building Flexible Access Control for Collaborative Ticket Management
Use Case: Cross-Scope Ticket Access for Non-Technician Users (Requesters). A user requires visibility and controlled access to tickets that fall outside his access scope in ServiceDesk Plus. Scenario: An HR user (non-technician) needs the ability to access
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?
Jira Widget doesn't show Jira projects
Hi, Team, When trying to configure the Jira Widget on SDP, after following the steps mentioned on JIRA Custom Widget, we defined the custom service and the connection with the correct name and token. Although the connection has a green icon, which suggests
message has lines too long for transport
When sending certain reports(I've recreated it with Inline HTML report) we get "message has lines too long for transport" from the SMTP this seems to be an issue where the e-mail client (Servicedesk Plus) doesn't wrap long lines. Could you check to wrap
How to change Support group from Active to Inactive?
HI Support team, is it possible to change Support group from Active status to Inactive? There is a view option but I am not able to change status from active to inactive.
Audit log error on 15.260
After upgrading to 15.260 we get this message regularly: Does anyone experience the same? /Rasmus
Can't retrieve HTML type fields on custom module API (SDP v15.250)
Hi, Team, We have a custom module with an HTML field, which, after upgrading to SDP v15.250, we can't retrieve its values when calling the custom module API. All the other types are present. On version 14.990, we could retrieve all of them. I prefer to
Add attachment to API JSON
Good morning all, I have several "apps" that take some of the thought away from staff members when trying to get us Ticket Information. I would like to add a "Support File" to a generated ticket. I have an app that creates a system snapshot in .zip format
Can we limit users from seeing certain Solution Categories?
Hello, I know we can make solutions public or private to requesters, but end users can still see the admin categories they don't have access to. Is there a way to limit that view? I've seen the discussion on this forum going back over a decade. Than
Stopping and Starting the the SLA clock using another field
Hi New to MSP+ my issue is I need to have a filed where the Request ticket is sent out to an external supplier, when the field is update with a value, this needs to stop the SLA. When the data value is updated with "Supplier Provided Information" The
Update to SDP 15260 failed
Hello second problem for me. In first last month with SDP update 15250 KO and now with the new update 15260 but with an other problem. I configured my UpdMgr.bat with value "-DSkipForcedBackUp_15260=true" And i launch the script run as admin, after select
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
Business Rules
I'm new to ServiceDesk Plus. What is the correct format when entering phrases in the filters as well as when using the "Users to Notify" action? Filters Do you enclose each phrase in "" and the separate with , for multiple? Actions When entering multiple
Make Task Template Owner a Group Role
I have some tasks that need to be assigned to a specific person at each site, I know that if I have a Support Group with the same name at each site I can business rules to assign a request to a the $GROUP_LEADER at the same site as the ticket. Is there
Requester name changed to system
Hi Got this warning: How can I change it so that the system just adds the new requester and does not change it to system?
[SDF-84347] Zero separation With commas in numeric fields
Hi Why in numeric fields, numbers with multiple zeros are not separated by commas or points ? Like: Use 1000 separator (,) 590.000.000 Or 590,000,000
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