Mandatory Worklog for Closing Task BY GROUP, LIFECYCLE, OR TASK TEMPLATE
Is there a way to make Worklogs mandatory before closing a task for a specific Group or even Task Template? Perhaps adding a Task Lifecycle? Currently there is no Task Lifecycle and Tasks are where we track Worklogs. The issue lies in the fat that Requests
How to add email forward for a every reply request
I would like to add an email address automatically for each reply. Is this possible? SDP ver 14.6 Build 14600
How to update/modify the Subject line in ticket responses
Hi All - Is there a way to access the subject line from within the conversations within a ticket? I know how to access and edit the Subject line of the ticket itself. However, I would like to be able to modify the subject of the ticket responses. Is this
Starting ServiceDesk Plus stuck at 0 percent
Downloaded ServiceDesk Plus Standard for evaluation. Installed Ran the changeDB and figured that out to point at sql Running ManageEngine ServiceDesk icon on the server desktop comes up and sits at 0 percent.
What would happen to the previous tickets if we erase an existing user or technician
We have a question, we are wondering if we were to erase a user or a technician from our ticketing system, would it conflict or cause any errors with any previous tickets opened up by the user or solved by that technician?
Why does Integration-keys use Technician names in History?
When I create a Integration key I set a name for it. Then if I use that Integration key, requests created with that Integration gets Created by whomever is set as "Owned by" in the Integration key view. That just doesn't make any sense. It's the integration
Print Preview formatting
Hi, This is not something that i have noticed before but i have gone to print to PDF of one of the requests for audit and the formatting of the print preview is all wrong, its wider than the paper. Half the ticket information is not visible in portrait
Broken Global Search after upgrading to 14500 ServiceDesk Plus version.
Hello, After upgrading from 14306 to 14500 ServiceDesk Plus version we've noticed that we cannot search requests with a global search, "Search across" and "Requests" -> "Default search" options do not give any search result. However, option "Requests"
Need to be able to associate Requests with Releases
We do a bit of in-house software development. We currently use the Service Catalog to track custom software changes. When we go to update our software, we create a Change request and associate the requests there. We are really wanting to move to the Releases
Renaming Subject Line
Hello, Looking to get some help with a trigger/function question. We have a voicemail inbox that forwards voicemails to our SDP instance that creates tickets. The tickets end up with a long subject line and I would like to rename the subject line when
Clarification on Removing Disabled Users from User List (Populating only Active Users)
Dear All, We have noticed the following scenario in our environment: When a user is offboarded, his/her account is moved to the Disabled OU in Active Directory. Once the account is in the Disabled OU, the user details are still visible in our Users List
Ghost notification in 15130
For me and a lot of my colleagues a ghost notification has started to appear. When we go into the notifications there isn't one there. Even if we sort by Unread. If we remove or delete all read notifications it disapears for a while and then returns
Read mail metadata
Hi! Is there a way for Servicedesk Plus to read or access mail metadata for requests raised by mail? For example: There is a system that sends automated messages containing project summaries. The system uses a no-reply address for these messages but embed
Database Type
Hi I can see MYSQL is no longer supported in later versions of ServiceDesk and that we should upgrade to the latest version due to security issues. Can anyone tell me how to find out what database type is used. Dan
Problem with the chat section of the software
Hi, when some users, but not all of them, try to use chat, they get an "Internal error" error on the user page.
Mail server settings - Incoming issues
Hello, We have configured Mail server settings—Incoming, but we are getting the following notifications: It says the following: “The emails were not retrieved due to an unusual connection with the mailbox. Check the settings and try the operation again.”
Survey Expiry
We have a need for surveys to expire after a customizable period. Will this option be included in the upcoming release with Survey Enchancements?
Microsoft Graph is stop working after i disable login of the account
Microsoft Graph is stop working after i disable login of the account. after re-enable the account , the mail is failed to work. the error "Mailbox is not accessible : "Check authorization details and try again". In the meantime, mails will not be fetched
Multiple approval stages/levels in a Change Control
Hello. Is it possible to have more than one approval level in a Change Control workflow? I can't seem to figure it out one way or the other. Thanks!! Mark Housler
JIRA integration Error: Issue in getting project list form JIRA
Hello, I need to configure JIRA integration. I made all this steps: https://help.servicedeskplus.com/jira-integration But when try to add ticket in JIRA, i am getting the following error: Can you assist me?
Track Technician and Requester Replies for ticket life cycle - possible?
Hi All - In addition to First Response SLA, my firm also wants to track Technician replies during the ticket life cycle to confirm if each reply abides by the SLA as well. Is there a way in MSSQL to track that detail? Does the SDP database capture incremental
Providing access to the application - notification by status
Colleagues, good afternoon. I have a question from a user who is interested in such a feature: In the created application there is a function "Grant access to the application" so he wants the Statuses for this application to come in the same way to them
Latest version - reply / forward template now doesn't allow ...
Hi We upgraded to version 14105. Working fine but my technicians are complaining that the new reply / forward pop up you can no longer be moved: we were previously able to move the reply pop up over to another screen and write our responses while looking/navigating
Was the 'reply pop-out' fixed?
Hi, We put off upgrading our SDP version because there was a change that when you clicked 'Reply' it wouldn't appear in a pop-out anymore, and would only be shown within the same window. Was this ever fixed so that the new reply box would still appear
[SD-107072, SDF-108469] New Send Notification window in 14102
Hi The new Send Notification window in 14102 is really bad. When I responding to a request. In previous version I could resize window, scroll the request I responding to and move it to other monitor. In 14102 nothing of this is possible. It is stuck at
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
Looking to export email addresses from a Pick List on a ticket
I have created a form for my organization to edit email aliases that requires the user to enter the users to add or remove from a multi-pick list. These are two separate lists but they have the same problem: This pick-list is extremely easy for the Requester
Create automatic task
Hello everyone, We would like to add the following feature. 1/ If a request is assigned to a technician, a default task will be automatically created with a 30-minute delay. 2/ After 30 minutes, if no other tasks are added besides the default task, a
Group By for Query Reports
Is is possible do Group By Query Reports like you can on Custom Reports? I have wrote a Query Report to replace an existing Custom Report for Pending Requests to give more control over how the data is formatted. For example only displaying a portion of
Multiple Email Domain for Reply
Hi all, It is possible to have multiple email domains configured in ServiceDesk Plus for the Technicians reply to users/requesters? For example, that some technicians reply from "tech@domain-1.com" and others from "tech2@domain-2.com", because in servicedesk
Adding "Service Affected" Field to Problems Module and Related Windows
Hello, I’m looking for guidance on whether it’s possible to add the "Service Affected" field to the Problems module and related windows in ServiceDesk Plus. Specifically, I’d like to include this field in the following areas: Problems List View: In the
Report on Notes
Hello. Could you tell me if there's a way to generate a report to track open tickets that don't have a note? We'd like to create a dashboard that displays tickets transferred from one support line to another without a note added.
MSSQL Help Needed : Technician | Total Tickets | % of First Response Violated | Average Open to Close Time
Hi All - I need help with a SQL query for MSSQL. I need a report that has the following detail, here are the columns: Technician | Total Tickets | % of First Response Violated | Average Open to Close Time | Average Survey Score Is this possible? If so,
Emails between two Service Desks
We have an ICT Service Desk and we have a HR Service Desk. They need to be able to send emails to one another. ICT Service Desk tickets are ##22821## HR Service Desk tickets are ##HR-9696## How can updates be automatically assigned to the correct calls,
Change template request icon after update 15120
After updating to the latest version of servicedesk 15120, I have a problem with changing the incident/service report template icon. When I click the "Change" button, it takes me to the servicedesk home page. Has anyone solved this problem? It appears
Masterclass 2025: Episode 9 - Leveraging GenAI and last-mile automations to improve operational efficiency in ServiceDesk Plus [October 30]
Hi there, In the ninth episode of Masterclass 2025, discover how your enterprise can leverage generative and predictive AI features paired with last-mile customizations to meet your unique service delivery needs. In this episode, we'll walk through: Integrating
Task email notifications by group
Hi I have a new support group that does not want to receive any task notifications. All my other groups want to continue to receive task notifications. Is there way to stop task email notifications by group or subject line or any other way to stop task
Task Not Triggering for Pre-Approved Hardware Offerings
Dear All, We have a Service Template named “Hardware and Accessories Request” which contains fifteen (15) different hardware offerings with radio button selection. A few of these hardware offerings are pre-approved and are provided directly to the requester
How do I remove Zia Parser text?
My notification template does NOT contain anything about this: Why has this been added to all of our outgoing emails? Zia Parser isn't even turned on!
Users can't passed through the survey if they have authorized in the Service desk Plus
After upgrading to version 15.1 build 15130, users cannot complete the survey if they have logged in to Service desk Plus. When the user clicks on the link from the survey mail, he receives the message "The user does not have permission". When user have
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