Emails considered as SPAM are deleted and can not be recovered
Hi all. We note that emails that are considered spam, do not create a ticket, and are also permanently deleted. Is there any way to do SDP, mark them as spam and move them to another folder in the mailbox? Thanks in advanced. Best regards. Facundo
[Tips & Tricks] How to mark and assign tasks in ServiceDesk Plus?
Here's a quick video explaining how you can mark and assign tasks to technicians. Executing dependent tasks within a workflow requires the tasks to be worked in a logical sequence. Some tasks are performed first followed by other tasks. The task to be performed first is 'assigned' to a technician and the task to be followed is marked to the same or different technician. The marked task becomes visible in the technicians' window only after the assigned task is completed and closed. This helps
Bulk Edit for Tasks
Feature request to be able to bulk edit tasks similar to how we can bulk edit a ticket.
Custom Script
Upon form submission we need to launch another internal web page for the user to complete a second form that resides outside of SDP. We were given the script below, but it launches two tabs every time instead of one. I changed from this script to a PS script that does it completely different, and it also launches two times. Any ideas where I can check in the system to see why it opens twice? I changed the site in the script to google.com so it made sense. Then
Identifying which Templates use a particular Additional Field
We're currently in the process of trying to tidy up our Incidents templates (see my other post also https://pitstop.manageengine.com/portal/community/topic/hiding-deleting-inactive-incident-templates) One thing I've spotted is that 2 Additional Fields have been created for the same purpose: At initial glance, I would estimate 50% of the templates use the first one, and 50% use the second one. As you can see one is AlphaNumeric, the other is numbers only (and sometimes external refs include letters
Link Requests using the REST API
Hi, I'd like to ask if it is possible to link two requests using the REST API? I have not found documentation around this. Thanks and best regards, Tamás
Recently installed the 9404 build getting fetching error
Hello, Recently updated to 9404 and receiving an error when running a report now: "Error while fetching ajax response: Cannot read property 'document' of null" How do we fix this issue? Leah Aquino
Searching for Tickets
In ServiceDesk Plus' search box at the top, is there a way to search for tickets by date? I know that we can search by the person and other key words, but this would be a nice feature as well.
Report Assistance: Add User to Software per Workstation Report
Hello Community, I have a report that displays which workstations have a specified list of software installed. I'd like the report to also include the User the workstation is assigned to. How can I modify my report to include the users (see query below). Thank you. SELECT systeminfo.WORKSTATIONNAME AS "Workstation", softwarelist.SOFTWARENAME AS "Software", systeminfo.WORKSTATIONNAME AS "Workstation", cisite.NAME AS "Site" FROM SoftwareInstallation softwareinstallation LEFT JOIN SoftwareInfo softwareinfo
Request timespent reports do not generate any report
Hi I tried to extract request timespent reports that available in the list. However, report is not generated and the error message is as per below. I'm using SDP v9241 and MSSQL. Please advise. Thank you. No data available to generate the report...
Changing from Spiceworks to ME servicedesk plus
Dear person reading this, At the company where I work I have been assigned to do research regarding Servicedesk Plus. After a long time of using Spiceworks servicedesk we have decided that we are ready for something new. Before I start the implementation I would like to have as much information as possible about the enviroment to prevent wasting time in the future. The reason I post this here is because the information I find on Google is from 2012-2014. Some topical information would be really nice.
Requester Ticket Visibility - Designing Sites and Departments
How should sites and departments be setup to meet the following needs? 1. Both upper management execs need to see any ticket in their divisions, A and B 2. 3 middle management Program Managers need to see tickets submitted by their staff working on programs X, Y and Z, but no tickets submitted by Execs (Program Manager1 does program X and Y, Program Manager2 also does program Y, and Program Manager3 does program Z) 3. 3 lower management Program Supervisors need to see any tickets submitted by other
Attachment in notification Email
hi, we have attached documents in a ticket, we would like System to send same attachments in notification email to the technichian. I have check in previus threads the SDP feature SDF-38910 , is added to support. can you please confirm, if this feature is added to the latest release. we have SDP Eval on premises, we want to verify this feature.
Attachment in Notification Email
hi, we have attached documents in a ticket, we would like System to send same attachments in notification email to the technichian. I have check in previus threads the SDP feature SDF-38910 , is added to support. can you please confirm, if this feature is added to the latest release. we have SDP Eval on premises, we want to verify this feature.
SDP - email template for lease notification
Hi there, as the subject says. where can I edit the email template for "Asset lease expiry reminder " notification? Thank you.
Query Report
Dears Can You Please Provide me with a query report showing the following Request ID , Created Time , Group , Category assigned Technician , Reassigned Technician , Picked up By , group changed from , group changed to. from date to date. thank you
Can't create task (Nor milestone) dependencies in Project Management Module
I can do that for pretty much every other module, but not Project Management.
Python script - create multiple requests from parent request
Hello, hoping someone could help me. I'm using the script https://resources.manageengine.com/resources/resource/python-script-to-trigger-the-creation-of-new-request-based-on-field-resource-values-in-parent-request to generate child requests using a custom menu action. It's working well, but I need to be able create a second and third request, all adding the notes to the parent request. I've basically just copied the first json creation and json recall code with new variables to ensure it doesn't
How do I create a widget on the dashboard from custom reports?
Hey guys, not 100% sure this is where this goes, but here it is. For the past three days I have been trying to figure out how to create a widget using custom reports. After scrolling through several help sites and asking coworkers, I have been unable to find a way to do this in ServiceDesk+. Everything I have found is for OpManager anyone able to help me?
[Rendering Exception] in select list
After upgrading to build 9400 I found [Rendering Exception] in the select list as per attached snapshot regards Ahmed
SQL Query
I need help writing a report query that will produce the following fields. Request ID, CreatedTime, CompletedTime, Requester Name, Technician Name, Technician (Support) Group, Request Status, Title We are on ServiceDesk Plus 9.3 Build 9324, using Postgres SQL. Thanks for your help.
Integration with xyicon/spacerunner
Hello, I'd like to manage it system with floorplan view, in a single console, for assets, tickets and network... I Found Xyicon/spacerunner product that is based on floorplan view could you analyse if it's possible to sync data beetween manage engine product and xyicon please, or use a similary view Regards Cyril COHU
User selected date range for query reports
Six years ago someone else ask this question and the answer was "not included in product" - I'm hoping that the answer is different now :) I would like to be able to enter a user supplied/selected date range for a custom query report. EG 01-Jan- 2018 to 30-Jun-2018 rather than having to use just the "available date templates". Is this now possible? Thanks for the help
Auto assigning of tickets
I am new to service desk manage engine, I want technician can pick up un-assign ticket from assign group
Asset details copied to the Description?
I am using the request catalog and created a Mobile request form where the requester fills in asset detail fields. Is it possible that once the form is submitted, the contents of the asset details fields submitted by the requester be copied into the Description? how do i do this if so?
Write request data to CSV file
Dear Sir, I need your help to complete our process in specific templet/request in service desk plus. I need script that automatically triggered to write the request details (input values) for specific templet (example: New Hire Employee) to csv file after the request/incident been submitted. I try with scheduled report tools but it send the file to email address.
Custom View using relevant days
Is it possible to create a custom view such as last 5 days. Currently, I have created a view with newer than a specific day. I have to change those frequently.
Tasks Auto Assign
It has been brought to my attention that tasks that are assigned to a group are not being assigned to a specific technician. Also I have also noticed while testing this bug that tasks being assigned to someone who is set Away are not being re-assigned to their backup technician.
Search for name by username when creating new request
Good Evening Is it possible when creating a new request that you can type in the users logon username for the domain instead of typing in the users first name and the popup shows who it finds with that name? Thank You
MultiSelect Fields in Advanced Filtering (Reports)
When creating reports, I noticed that Multiselect type fields are not included in the options on Advanced Filtering. Is this the normal function of Service Desk? There are some multiselect fields that we need to use to sort and filter in our reports.
Help Text
I use FAFR to populate my incident template, depending on what they pick the ticket gets assigned to the correct group. When a user selects a certain option, I populate the subject line with "Issue: "PLEASE PROVIDE A BRIEF DESCRIPTION HERE" and the subject is mandatory. I was wondering if there is a way to put some sort of help text in there that say "Issue: "PLEASE PROVIDE A BRIEF DESCRIPTION HERE" but requires (mandatory) the user to actually put something in that field. So when they start typing
integration SD+ with company single-sign-on
guys, do you have any manual how to integrate sd+ instance with the company-wide single-sign-on?
Multiple domain controllers
Hi, Is it possible to specify multiple IP-adresses for multiple domain controllers in the active directory authentication settings in SDP? I have added three different IP-adresses in the field for "DNS server IP" but I'm not sure if SDP actually switches to another DC in case that one of the DCs stops responding. SDP 9335 MSSQL Regards, Alexander Nordin Region Halland
Servicedesk Survey
Hi all, is there anyway to force the requester to take the survey? like closure rules? and if he did not, i need to make the servicedesk to consider it as 100% not 0% like it is calculated now. Thanks in advance
Not retrieving new mails and can't access server setting
Hello Community, On Wednesday 28th our ServiceDesk Plus build 9302 stopped working. The Windows Server 2012 had its CPU usage from 90% to 100%. Java(TM) SE Platform (32bits) was consuming all the CPU. I tried to reboot the server several times but as soon servicedesk was starting its services, the CPU was overloaded. I updated ServiceDesk Plus following the update path. We're now on 9402. After the update, on Thursday 1st, CPU usage went back to normal and ServiceDesk worked well until the end of
CSV import with line feeds
We are trying to import a csv file with cells containing line feeds. We have enclosed each cell with quotation, but it seems that ServiceDesk Plus interprets the line feeds as a new item to be imported. Do we have to remove all line feeds before import, or is there a way to import line feeds? Example csv file: "Name","Description","Barcode" "Test1","This is a multi line test to be done","934867284" "Test2","This is another multi line test to be done","834867284"
Feature Request: List module in Translation search
Add the ability to see where a search result is found when implementing a translation. For example, we would like to edit a Project Task field 'additional cost ($)' to another name, but when you search two results are shown. How do we know which result is located in the Task field? By adding the module name (i.e: Project, Request, Problem) it will help admins narrow down to the correct entry. Sometimes we don't want to do a blanket 'find & replace' for all entries: SD 9217 Enterprise MS SQL -------------------------
Assets security
Hi, If there are two support groups, One for handing IT purchases and the other for the Operations dept purchases. Now, we need to prevent the operations support technicians from seeing the IT assets. They should be able to see only those products that we allow them to see. Please advice. Regards Murali License Info License Type = Registered Product = Professional @Name = Muralee D.@ @Mobile Number = 050 7923378@ @Database Name = PostgreSQL@ @Database Version = 9.2.4@ @Current Build = 9402@ @32 /
Getting error "Problem while discovering the workstation"
While scanning Workstation getting error "Problem while discovering the workstation"
Issues migrating from Windows to Linux
I'm having trouble migrating a standard SDP installation from Windows to Linux. I followed the procedure described in the page http://www.zohocorp.com.cn/manageengine/products/service-desk-msp/faq-general-modules.html#moving4 but when trying to restore the database the script is locked indefinitely and does not finish the restore. the restore log is attached, I noticed that there was some kind of error in the process. Windows Server 2008 R2 amd64 Ubuntu 16.04.4 LTS amd64 SDP build 9403 Postgresql
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