[ForYourInformation -21] Quick Enable/Disable of Incident templates from list view.
In the older builds of ServiceDesk, we did not have the function to enable/disable Incident templates. In order to disable an Incident template, you have to delete the particular template from the incident template list. If you have any existing tickets created with the particular template, then deleting the template will move it to be in a grayed-out/disabled state and will be marked as "Template, not for further usage" . If the template is fresh without any ticket associations, then on deleting,
[SD-83038] Live Chat and Live Chat Integration
I was wondering how many other ServiceDesk customers were making use of the Live Chat functionality, and what their takes on it are. Do you believe that it has helped to provide better service to your customers? Have you run into any issues or concerns with it? Also, looking at integrating the Live Chat within another site, it seemed to work mostly the way that I expected it to with one exception - the user had to already be logged into ServiceDesk in order for the Live Chat embed to function.
Email ID of the requester disappears for the second time
Hi Team, Email ID of the particular requester in the service desk plus tool gets disappeared for the second time even after adding it a month back during the same issue. We get to know about the issue once the requester stopped receiving notification. Please check the issue and provide us the permanent solution.And will this change be recorded in any logs??. Regards Karthikeyan R
Unable to approve requests.
Hi , We are unable to approve requests (Change and Incidents - as applicable). PFB the screenshot for the same. Approval is in pending status, but when attempted to approve, gtac response by default shows already approved. Pl suggest way ahead to resolve...
How do you automatically assign an IT request as a P1 based on certain criteria
Hi. I’ve been told there is a way to automatically set an IT request as a P1 when it’s generated on Manage Engine. Could you do this if an email is received with a certain criteria. Sent from: xxxxxx Subject: xxxxx Thanks, Paul
Email Notification Sending Failed
Please Help, Suddenly we are not receiving any email notification at all in SD plus. I tried replying to a request and error is coming "Email Notification Sending Failed", i checked the system log found a lot of error message " Exception while trying to send notification for Request ID: 4488 Mail Sending Failed." Thank you in advance for the support.
Incident - gather more details from requestor
hi - Would like to update request template to perform the following action: when request is updated to a priority "6" send request back to requestor with 2 mandatory fields. We have the priority 6 piece completed and 2 fields created, we are struggling with sending request back to requestor.
Query report
Dears, Good Day, i would like to request a query report /report i need to create report for how many requests created each department for specific services , we have 30 departments and each department request for new PC , Sample: Department A requested 10 times in this month for new PC and department B requested 30 times/ requests for new PC.
[SD-70781] Email attachments
Hi there, can anyone advise on this, when we save an email and then attach it to a call it just adds the content to the message instead of actually adding it as an actual attachment, has it always worked like this and or is the latest version any different, we are on 9409.
[SDF-71164,SDF-73164] tickets - which are confidential
hello, is it possible to have tickets which are confidential for some technicians? We want tickets, that only a limited number of persons can see. The limited number of technicians shall be able to reply the requester. Again, as it i confidential information in the tickets, is it possible to have some tickets with a certain category only to be seen by limited number of technicians. Best regards Thomas
Where's the email debug log in 9409?
Where's the email debug log in 9409?
enable emails and replies that occur after
Hello ManageEngine, We turned on the feature to enable emails from unknown users and Enable email command (based on the subject). This worked great with one exception. When additional email replies occurred in relation to the original request such as an 'out of office' reply or an 'email ID to notify' that was entered incorrecly in the initial correspondence, we found that additional requests were created for these replies. Is there a way to connect these additional emails that are created to
SLA statistics not correct
We have a problem to get proper SLA statistics for our Incidents in SD+ and Analytics The process We register a ticket (status open), assign a SLA (5 working days 9 hour per day) and work on the ticket until we can resolve it (status resolved) Some of the tickets are set in status pending (that are OK). The time the ticket is in status pending shall not be included in the calculated time to resolve. Example: SLA 8am to 5pm every work day ( 9 hours) Ticket created day 1 at 8am Ticket set in status
Permanently remove email addresses from CC field
Hi, Is there a way to remove email addresses in the CC field that users include in their email to the service desk? E.g. Someone emails the service desk, and CCs an erroneous email address. We can remove the email directly when doing a Reply, but when we Resolve or Close an incident it sends a notification to the erroneous CC'd email and it bounces back, thus reopening the ticket. We still want to send a notification to CC'd users when we resolve or close a ticket, just not to emails that are incorrect.
Add ciid to requester details?
Hello, We have a pretty involved integration going on with our Tier1 helpdesk (Outsourced, they use ServiceNow). We are running into an issue where if their are multiple users with the same name on the SD+ side, ServiceNow has nothing to call on to determine which Jane Doh is which. And we don't see an API available to reference the CIID for requesters or even technicians. If I create a CIID field in the requester details page, is there a way to fill that field in with their assigned CIID number?
image on self-service portal
what is the ideal size for the image in self-service portal?
Script to add worklog, solution and close ticket
Hello, I'm trying to understand if exist a SDP script to fill automatically worklog and resolution (same default text) of a ticket and then close the ticket replying with an email (with a default text) to requester. A similar script was discussed in an old thread in this community (https://pitstop.manageengine.com/portal/community/topic/script-master-22-auto-create-worklog-and-change-status-of-requests) but is unavailable actually. Can anyone help me? Thanks in advance and have a nice day.
[DidYouKnow - 20] Service Request Validator/Editor
Service Request Editor in one of the most unsung key features in Service Desk Plus. Even the requester can be assigned as Editor on the particular service ticket. This request Editor( requester ) can replace the technician role in editing and updating a particular service ticket. No need to purchase any additional technician license for validating Service request scenarios. Let see a use case. An organization has configured new starters process, HR input the employee details like start date and contract
Excessive files in wal_archive folder in SDP
This folder is over 40 GB in size, by far the largest user of space. What files are safe to delete? I want to keep this folder down in size so I need to know how to do this ongoing. Files in wal_archive date back to 3/18/18. SDP is creating up to 50 files a day at a size of 16 MB each. This seems excessive. I have backups in backup folder for 5/3/18 and 5/18/18. Thanks. Todd
Request to remove users.
I used this instruction, it works fine, thanks. https://pitstop.manageengine.com/portal/kb/articles/how-to-populate-user-names-in-request-additional-field If you create a request from a technical specialist, then both active users and deleted users are uploaded to the additional field. I see two options for how to solve the problem. Edit the script so that only active users are unloaded, or ... Please tell me a query to the database for the final removal of deleted users.
Swagger documentation for ServiceDesk Plus needed
I'm interested in creating an integration between Itential Automation Platform and ServiceDesk Plus. Where can I find the swagger API documentations for ServiceDesk Plus? Thank you in advance, Zack
Enable Local authentication
I disabled local authentication and now I can't login as administrator and any of my technicians not granted with SDAdmin rights. please help me to resolve the issue.. Thanks in advnce
Can't disable status
In version ServiceDesk Plus 11 we can't disable default statuses, there is no "Status not for further usage" feature. How to disable them now?
Service Catalogs are not displayed in Android App
Hello, All incidents template can be viewed in the app but Service Catalogs are not displayed in Android App ver 4.9.2. How can fix it?
Migration from Windows+MSSQL+AD to Ubuntu+PGSQL
Have to migrate old SDP (8217) from Windows + MSSQL + AD authorization to Ubuntu + PGSQL. Almost all things is clear, but have problem with AD authorization. After backup restoration on Ubuntu - I can't login ether local admin or AD credentials and SDP doesn't show field where I can choose local auth or local. What is correct "migration plan"?
Differences between on-prem and cloud version
Hi, I was wondering whether there were any plans to allign the two version so they have the same set of features? Currently we would like to have both release management and cmdb but it does not seem to be possible. So now we need to decide if we're going to keep SDP or change to another service desk solution that gives us what we need. Michael
report about pending approval for more than 10 days
Hello , I would like to have help about how to extract tickets with more than 10 days of pending approval + Approver name if possible SD+ : 9.4 Build 9401 Thanks a lot for your help
Custom Script to Link Requests
Hello, I have a script that I found on this site that I have modified to duplicate a request. It will create a new request from the parent request and copy all the relevant data I want over while adding a note to the parent request with the id and link etc for the child request. All of that works great but I am trying to figure out if I can add some commands in to link the created child request with the parent request at the same time. I looked in the API documentation and there is some things for
[SDF-82985] New Color Settings feature in v11
Hi Testing the new Color Settings feature to color-code requests in the list view page. How can you make this system global? Every technicians have the same color settings and filter. And why is this button there? Is it a system global settings it should be under Admin tab. There is no way I can not disable button with roles or any other settings. I feel it is very unfinished feature. The feature is great, but please make it a per user setting. SPD v11000
Link new sdp server to exisiting mssql server
Hi, we are updating all our servers to server 2019. Now I would like to link the new sdp server with a read-only user to the live database until we are sure that all attachments and images are moved. Once this is confirmed and testet we'll move the mssql db to the new mssql server. The latter is not a problem, but linking the new SDP server to the old MSSQL doesn't work. Is there any way to start chandbserver so it does not want to create a new db but simply uses an existing one - with a read-only
Custom trigger when update status in Resolution Tab
I've custom trigger to send request info to other system when status changed. But when technician change status in resolution tab. Trigger not work. Is there any idea? Many thanks!
Custom Schedule Errors - PLEASE HELP
Hi Folks - I wrote a custom pythons script and then enabled a Custom Schedule but I'm getting weird errors. See below: Schedule : Pending Requests executed, Result: Unable to Send emails : {'': (501, b'5.1.3 Bad recipient address syntax')} person@client.com Unable to Send emails : {'': (501, b'5.1.3 Bad recipient address syntax')} I masked the email address due to sensitvity but this email address is valid so why is it giving an errror? Thank you!
Request Life Cycle Download
Is it possible to have the option to download a RLC workflow as a PDF? We're working with the business to create workflows but would like to share and review with them prior to publishing.
[ForYourInformation -20 ] Enhancement on "Allow Requesters to edit their tickets" feature.
In ServiceDesk Plus we had the existing feature "Allow Requesters to Edit" this feature allows requesters to edit their tickets. This feature works based on the following conditions. The logged-in Requester should be either "Requester/On-Behalf-Of" of the particular ticket. The ticket should be in either on Open/On-hold/Custom open/Custom On-hold status. The ticket should be in an unapproved state. "Allow Requesters to Edit" has to be enabled for requesters by Admin at [ Admin tab -> Self Service
[ForYourInformation -19] MIB browser
Hello folks, Did you know that ServiceDesk Plus has a built-in MIB browser that allows you to navigate within the MIB of the selected network device and retrieve the value of any MIB variables. You’ll be able to query and configure any network devices, or other SNMP-supported devices. The ServiceDesk Plus MIB Browser allows a technician to easily walk any MIB tree, even if the MIB tree is not in the application database, and determine what MIBs a particular piece of hardware supports. This is important
[DidYouKnow -17] 3 tips for managing user groups
A user group is a holder for users that have common purposes. Creating and managing groups in the application shouldn't be taken lightly, as many essential features, such as publishing announcements, associating request templates and solutions can be done based on groups. Having said that, here are our best practices for managing user groups, 1. Announcements: Let's consider this scenario, the wireless network is down for a day due to maintenance
ESM Module - how do i change service desk owner of an instance?
Hi When i created the additional instances in ESM for SD+ i made myself the owner to set it up. This consumes a licence. Now i need to remove myself and change the owner. I have added an additional owner to the instance but i cannot remove myself? Anyone got a fix? Regards Darryl
SDP API Powershell Module
Hi All. I have started a very basic public repo with a Service Desk Plus Module. I'll start adding more functions as I go but I have made it public so anyone can feel free to update as they please. So far I just have the 3 functions. Add-Note - Add notes to the ticket Resolve-Ticket - Add resolution text and set the status to closed or resolved. Set-Group_Tech - Sets the Group and Technician on the ticket Also, I haven't added the JSON pram as I would like a few people to try it before I get people
How to detect laptop or desktop workstation
Hi, I scanned windows domain computers but doesn't detect laptop and all laptop type put in desktop section. How to detect laptop or desktop workstation? How to change type (desktop or laptop) manually? Thanks
Incident Template - Automatically Send Subject and Description to a predefined E-Mail
Good Evening, is there a possible solution to my idea. Some E-Mails reach us which we simple forward to an external Support Address. In this case we have a simple template which sets predefined categories - a solution which tells that the support company will solve the issue in x hours and the incident will be closed. Yet we also forward the whole incident to the external address before applying the template. Is there a way via script or any other method which can automate that process - instead
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