Remove "Trust this browser" from the 2FA login page
New security requirements are causing us to require 2FA for each login. Is there a way to either remove the "Trust this browser" checkbox from the 2FA login page? Another option would be to change the timeout on this setting to 1 day, or even only an
How to add "Select Approvers" in template of Free version as it is not shown here?
How to add "Select Approvers" in the template of Free version as it is not shown here? Ref. attached. Your Version : 14.6 Build 14610 Latest Version : 14.6 Build 14620 View Service Pack Details License Type : Free Version License ID : - Product Edition
Worklog custom field mandatory
Good morning, Is there any way to make a worklog custom field mandatory?
FAILURE :Exception occurred while performing the operation
Hello all, When I try to delete a CI in the CMDB, I get the following message: FAILURE :Exception occurred while performing the operation Any idea what the cause could be? B
Generic SQL Injection Vulnerability
Hi, Our Security office ran a scan using Nessus Tenable on our on-prem SDPlus server and the following vulnerability came up. https://learn.microsoft.com/en-us/answers/questions/212202/cgi-generic-sql-injection-(blind)-vulnerabilty Could this be a false
Close request via mail.
Hi! An interesting feature of closing a request via mail! We would also like to implement the function of closing the request at the click of a button. For example: An email arrives about the execution of the request and there is a link "Close request"
Report on the number of requests approved
I'm looking to build a report to list the amount of requests that one approver has actioned. I have done this for Change requests but I can't locate the fields needed in the Request module. The use case is we have a contract approval workflow with different
[SOLVED] REST API - Download attachment
HI! This time I would like to ask about handling attachments. I couldn't find any additional information about handling requests' attachments. In this documentation ( https://help.servicedeskplus.com/api/request-operations.html$Attachment ) there is written that it's possible to add attachment. How about downloading / viewing attachments? Is this functionality included in GET_REQUEST. The last question is about deleting request, Is it somehow possible during EDIT_REQUEST? Thanks in advance for the
How to Delete Assets Additional Fields created earlier?
Dear All, We have created few Assets Additional Fields for our Assets which is now currently being displayed on the Assets Details form. Now, is it possible to delete those additional fields created on Assets Additional Fields as it is of no use? Regards,
Migrate the rules to another user
Hello, I have encountered such a problem: The employee , responsible for SDP, who created a lot of the configurations and rules has left the company, and when his Active Directory account is deactivated the rules he created stop working. The question
How can I run a report of TIme Spent by technician that includes work logs in Changes?
How can I run a report of TIme Spent by technician that includes work logs in Changes? I have added columns for Time Spent and Time Spent Technician but it does not include Time spent in work logs in Changes module only work logs from Requests modul
reports time worked
Hello. We want to try this product. But there is a question. I have 4 specialists who work from 9 to 18. Every day from 18 to 9 and on weekends, one of them is on duty. While on duty, he receives requests manually and resolves them. But the time spent
Technician Cannot change status ticket Request or Incident when Ticket is already Closed
Can you guys give us solution, when a ticket status is closed, all technician cannot change the status into Reopen, Inprogress or Resolved and only admin can change the ticket status, the requestor has to create new ticket if the is already closed In
Report needed - Tickets submitted by NON-TECHNICAN users
I need to be able to easily pull reports on how many tickets are submitted from end users via the self-service portal as opposed to by technicians. We have around 80 techs so manually creating this is tedious. I was very surprised that this wasn't already
How can we make Resolution Attachment Section Mandatory while resolving the Incident Request?
Dear All, We've created a new Incident Request Template which will be used only to raise Major Incidents Requests (i.e., P1 Priorities) which will only be raised by the Technicians. Now, we've an audit requirements to mandate the attachments on the Resolution
Business Rules Notifications
We have several business rules where we use notification to send out messages. Most of these were created with older versions of SDP and it was easy to setup the notification. We are currently on 11.305 and I am having trouble finding where to insert
Scheduled CSV IT Asset Import
Hello all, Is there any way to schedule a CSV import file? I'd like to import a daily inventory of our IT assets coming from different sources such as Vsphere, Commvault, etc (it would be separate files). I would also like to do the same for the relationships.
Can't update worklog (Change/Task) additional field via API
Hi, Team, I'm trying to update a worklog additional field via API but it seems that it is not working. I saw that there was an issue that was detected 5 years ago and it also had an issue ID: SD-69133. (https://pitstop.manageengine.com/portal/en/community/topic/how-to-update-user-defined-field-in-worklog-via-rest-api-powershell)
How to add to request field containing list of departments
I want to create request to create user in AD and one of the fields should be with new user department attribute (pickup list) but I cannot populate values from departments table. It would be perfect to notify manager of that department about that request
Make Survey Reports visible to all Technicians
Hi It would be nice if we could show the Survey Reports window to all Technicians or at least the team leads without having to grant full admin access. I can't see any way to access this window without also having SDAdmin role. Maybe an additional default
How do I clear out my registered Assets and start over?
Deleting 100 at a time takes forever... Previously we used the Agent-scanner but that was turned off several years ago and now I've recently activated the SCCM scanner. Now I want to clear out ALL items not present in the latest scan from SCCM, all other
Activate automatic ticket closure without notification
In our environment, it is necessary to send a single notification to the technician, requester and the person e-mail id(s) to notify, for this we create custom trigger and deactivate the notifications that the tool gives us by default. Unfortunately we
How can we set the Status to "Waiting for Requester Response" if a Technician replies on the request?
Dear All, We have created a new Status namely "Waiting for Requester Response" which will stop (pause) the timer on the Request. Now, if a Technician (owner of the request) replies on the Request, Can the request status auto. set to "Waiting for Requester
Authentication Page
Where can I translate Authentication Page? I cannot find translate string for it.
Delete user on REST API documentation page fails
Hi, Team, I'm trying to manage users from a Powershell script. As it returns a permission error using an API key of the administrator (OrgAdmin and SDAdmin roles), I tried on the REST API documentation page and it has the same return: { "response_status":
Asset Reporting on Relationships
Hello SDP community, I'd like to create a report query on our scanned software and include the workstation on which it's installed. Would you be able to share a query example? I currently used version: 14.2 Build 14200 Thanks in advance for your support.
Add worklog Instantly
Hi Is it possible to create another worklog on the same worklog page without closing it after save the pervious worklog? (for increase speed to entry Description worklog)
Service Desk Plus Professional with Project Management Module
Good day all, we are on Service Desk Plus Professional 8.2.0 Build 8212. Where can we find/download/add/buy (or whatever is needed to do) the project management module? we are interested in Thanks
[Free e-book] 5 tips to avoid common IT budgeting pitfalls
Hello there, The path to creating an accurate and effective IT budget is fraught with various pitfalls that often go unnoticed. While there are several blueprints for creating effective IT budgets, these often fail to account for the common mistakes that
Query Report for All Assets
Hello, My Name is Eng. Emad, from National Guard Health Affairs King Abdullaziz Hospital Our Domain : kamc-hs Please see the attachment. Would you please help me with the Query Report for All Assets illustrating the following: Asset Product Type Asset
Data Approvals that are by dollar amount
Hello, I am very new to this application. We use this service for ITS however, our organization would like to expand to the finance department for Contingency Capital expenditure approval and status. Currently, the first check before a manager approval
List view, date based fields
Hello, would like to know if others support more widely using floating date options (Last 14 days, Next 14 days) anywhere you can set a date with a calendar widget. In a list view for example, last update or due by has to be a fixed date. This is very
Approval Stages
Hello, I have a query about how Approvals are supposed to work. A technician submits the request for Approval to Person A (2nd Line). This shows as Pending Approval under Stage One - Approval details. Once that person reviews and approves, I would like them to do a second stage Approval to Person B (Manager). I thought this would be a case of using the Add button on the Approval page. However not only does this not change the status back to Pending Approval, but the only way the manager can get
Version 14610 - disable addition of emails as conversations
HI i see there is now the feature called "disable addition of emails as conversations". Does this address this issue: https://pitstop.manageengine.com/portal/en/community/topic/replying-to-conversation-subject-does-not-update If not can you elaborate
How can we make the Note Mandatory if we set the Status to Onhold?
Dear All, How can we make the Note Mandatory for the Technicians if we are setting the Status to Onhold? Regards, Wajahath Farooq
How can we Populate "Reporting To Email ID" & "User Additional Field" based on the User Selected Name?
A particular Service Request template has 4 (four) additional fields "UserList", "Department name", "Company", and "Reporting To Email ID". When users submit a ticket with this specific template, while typing the name (on the user name additional field
Change Success Rate
Is there a query available to calculate change success rate? Total # of complete changes (per month, per year) / Total # of successful changes (change closure code)
"You are missing out on advanced security configurations"
Does anyone know how to get rid of the "You are missing out on advanced security configurations" banner with the orange "Know more" button? Our organization has only 2 technicians (me and my part-time technician) so we don't need to set ALL the security
Get all changes associated to a release?
Anyone know what API call and element is needed to get all associated changes to a release? Every time I try /v3/releases/{release-id} I get NULL for associated changes, tickets and projects even though there are associations to them.
Preventive Maintenance Tasks - running at SLA hours/operational hours
Hi, Team, It would be great if someone could configure preventive maintenance tasks to run only during operational hours (without weekends or holidays) - like on business rules, custom triggers or request timer actions, for instance. It also could have
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