How do I set a category as inactive?
We're setting up new categories, and want to disable some old ones. In the category wizard, there is a note: Note : Inactive record(s) have been marked in grey color. Old forum posts also suggested deleting a category or suggested that deleting should
Masterclass 2024: Episode 5—Explore the latest features in ServiceDesk Plus [Jun 27]
Hi there, We are excited to invite you and your team to the fifth episode of this year's ServiceDesk Plus Masterclass series. In the upcoming episode of Masterclass 2024, we will explore the latest product updates and enhancements released in the last
Chat Queries
Hi Team, Chat is an excellent addition to the tool. I have a few queries on the tool. Can you please help me with it. Can I select a default group, say helpdesk team to handle initial sessions. Close and Create request, will not override my existing business
Service Request Approval Status "To Be Sent"
When Active Directory Users blank "Manager" (don't have reporting line yet). After requester raise ticket, "Approval Status" is "To Be Sent" but ticket "Status" is "Open" and SLA also running. It should be automatically set status "To Be Sent" and stop
Live Chat - Group Selection
Hi, I'm not sure how everyone else is getting on with Live Chat, have many rolled it out? We are getting ready to put this out to our customers however I have a concern. I've noticed that a customer can instigate a Live Chat without selecting a group, they will be shown the screen as if they are waiting for a technician to connect, however no technician will be prompted and so the customer will just sit there waiting until it times out. Also if they realize their error they can't stop it, they have
How to sync users with 3rd-party CRM software
Hi, I want to use SDP as customer support solution. We have more than 5000 users. We provide internet for customers. Now I want to integrate or sync customer with 3rd-party CRM application. CRM application developed by our team and not famous CRM. I don't want to export XLS from CRM and import to SDP. Do you have any solution to integrate or sync customer with SDP from 3rd-party application? SDP 11.1.27 DB: MS SQL Thanks for helping
Is it possible to add multiple "Break Hours" to a sites operational hours?
Hello, We have multiple sites with multiple shift patterns, where it would be helpful to be able to set multiple "break hours" e.g. site Watson has a shift 07:30 to 15:30 with a 30 minute break at 12:00 to 12:30, but it also has a shift 15:30 to 23:30
Sync Announcements in SDP to some Chanel in MS Teams
Hi ALL. We need sync some type of Announcements (from IT) in SDP to similar Chanel in MS Teams - How to ??
How to create a Request in another system with steps and procedures?
Dear All, We are using our Service Desk Plus to create a request manually by the HR for Employee Onboarding and we would also like to create another request automatically through API's in another system which has a similar form with similar fields, Count
How to Auto. Update "E-mail Id(s) To Notify" with the recipients sent by Technician?
Dear All, If I am replying to a Requester through the request and adding another recipients (To) while replying, how can we auto. update "E-mail Id(s) To Notify" (Field) to have all the same recipients added once the technician have sent an email? Regards,
No Survey sent automatically nor manually
It won't send a survey automatically and when I try to send manually, I get a "Survey not sent due to request mismatch with survey conditions" message. We have several instances running in ESM. This is the 2nd to last instance setup. There are no exclusions
Multi-line Field Search
Is there a way to search for information that is found on a Multi-Line field on a form? I've added the field itself to the column list but it just shows up blank, so I assume when reviewing request it doesn't pull that information in order to speed things
Send JSON Payload from Dynatrace to Service Desk Plus On-Premise
Hello everyone, Does Service Desk Plus On-Premise support integration for problem notifications with the json format? So, I have a Dynatrace for my monitoring tools. The expectation is that when an issue is detected in Dynatrace, it will automatically
Validation Service Desk Plus
Dear all, We received a quality audit in which they requested validation of servicedesk plus under gamp5 regulations. I wanted to ask if there is any report on this? either Is there servicedesk plus documentation on system performance testing? thank
Decision tree functionality
I am wondering if SDP has any decision tree features? Maybe they use a different terminology or something. Looking for something that if a requestor reports an issue and the tech begins working the ticket, as they are troubleshooting, they have an active
How to get CI Type
Here are two examples from SDP 14.5. The problem is to get the CI Type of an object. First example below is without "CI Type" in the question. We get an answer with "totalRecords": 1. This is needed to know if the answer is a single dict or if more the
Checking if requestor has an opened ticket before creating new one
Dears, I have a requirement and I am not sure if its available in Service Desk. I want to prevent self service user from creating ticket if he/she has a non-closed ticket. Each user is allowed to have 1 non-closed ticket at a time. Is there a way to achieve
Query that will provide all relationships
Hello SDP, Is there a way to get a query report that will provide all the "end to end relationship path? Example. CI 1 (application A) is related to CI 2 (server A) CI 3 is related to CI 2, CI 4 is related to CI 3, etc...
Attachment is not getting added in the request
I am using API to add attachments to the request. I am getting a successful response, but the attachment is not added to the request. I tried using both, the API tool from ServiceDesk and Python Script. But, getting the same response using both ways.
Is there a way to add custom fields to an asset?
Hello, we are trying to see if it is possible to add custom fields to the asset form. We have a use case where we want to track the location and assignment of an asset. The department and user fields on the asset form are not fully sufficient for our
[Free e-book] 5 IT practices that you should stop right now
Hello there, Is your organization still clinging to outdated and inefficient IT practices? It's time for a change! Identify inefficiencies, strategize for improvement, and propel your organization towards sustained profitability. Our latest e-book reveals
Mandatory fields for Closing in Change should be marked as such
Roll Out Plan and Backout Plan are mandatory to be ableo to progress But they are not marked as such
Technical key
How can i get the Technical key?
Telegram notifications of created requests
Hi all! Because of my problem with mobileapp notifications I decided to apply to my system a telegram notifications. And hope that it is not so far from SD update where we could connect to other messengers :) It's not prettend to be whole mine code, but it's solved significant problem for me and could help anybody too. I use Windows example, but you can do it also at Linux (take your own paths) So, what you will need for plug-n-play (anyway almostly everything is commented inside the files): 1. Python
Change Week view wastes space and doesn't show all Changes
Please remove the unnecesary whitespace that is blocking all changes from being viewd without scrolling.
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
How to Hide/Disable Roles Fields while raising the Change Request?
Dear All, We have two (2) default roles (i.e., Reviewer and Backup Change Manager) which is currently visible while raising the Change Request. Please let us know whether it is possible to Hide or Disable these two (2) default roles? Regards, Wajahath
updated list of access rights
Hi all, Version 14.3 Build 14304 I want to create a form which will allow to request access to different apps. I've a system that stores all the access rights. The list of access rights is a dynamic one and constantly changes. For example, the structure
Issue restoring data
When i tried to use command "restoreData.bat --dbmigration" to restore data of ManageEngine service desk plus it show error in duplicate value key
Report(s) for administration purposes
I've been asked to create a report that will give us all the template names (Incident and Service Request) and the groups that they are routed to. The report subjects seem to be limited to requests, changes and assets. We need the report above as a reference
How to re-name the "Save" button to "Submit" while raising the Change Request?
Dear All, Is it possible to re-name the "Save" button to "Submit" while submitting the Change Request? I was also looking into Translations but found lot's of Save options but couldn't able to find which one is related to the Change Request request form.
Collecting Warranty information during asset scans - how?
When doing asset scans, how do I get warranty information? This data isn't being returned when I do asset scans. Right now, I'm just testing on scanning about 10 Dell servers. It collects all the hardware/software, including the service tag ID - but not the warranty information. is there some setting I need to check off or something? I am using Service Desk 8.1.0. Thank you
api v3 get image from description (notifications or notes)
Hi! use 14.5 Build 14507 I noticed that I can get an image from request's description, use this request: /api/v3/requests/XXXXX/images/XXX?key=*image_token* but when i try to get an image from notification or note's description: request: /api/v3/requests/385431/notes/88225/images/1254?key=bd2e40fb7041610e18927e173b88b317ebc792ed885b81b31954cd040434b08f1de3b954a08f1a467b16da2cfdfb6cc7ef655e6ff78e337cc5705b0839e2a26dc2e6f267
Ubuntu Server Installation
I am installing the free version for SDP evaluation it in a virtual machine with UBUNTU SERVER 22.04.4 LTS and following the sequence of most of the tutorials, there was no detail of the installation but when I run a script to run the ServiceDesk Plus
Active session in Service Desk Plus
After last update of the product we started receiving this error to the techntians Please let us know how to avoid it, and how to disable it. It is annoying and prevents us from using the system. thanks
How can we merge certificates?
Hi Friends, My SDP integration with Analytics Plus and Endpoint Central is facing with SSL related error and I need to generate separate certificate file (jssecacerts) for both server via Gencert.bat file and merge them together I have read the solution
Unable to connect to the EWS server
Hello. I want to set up receiving incoming messages from the Exchange mail server. In the Mail server settings, I specified an EWS connection I looked at the address bar in the Exchange server settings. The authorization data is up-to-date. Authorization
How can we auto. set Schedule End Date on the Task which is also -3 Days from the Request Dueby Time?
How can we auto. set "Schedule End Date" on the Task which is also -3 Days from the Request Dueby Time? Use Case : We are setting (assigning) SLA on the Service Request dynamically based on the request additional field value (picklist) and based on the
Servicedesk Plus Standard 404 error
Dear, After OS update Servicedesk gives me this error I have restored licence file from backup but on every service start it gives the same error. As You can see the license is renewed i February.
Intune Intergration
Why ist in our Third Party Tools no Intuen Integration available? We are using
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