Creating Form Rule to add specific field to Subject line
Hello all, I am looking to have the field I created "New Hire Name" generate on the subject line once the service request has been made. For example we would like it to look like this " New Hire Request - Test User". I do not code so I am lost in creating
Feature Request: Include variables within Task Module
I did a search and found other requests that I think were looking for a similar solution to this - but none pinpointed exactly what I think others were asking for so I will try to explain here. We have a new hire request template - within this template we have tasks which are set to populate depending on the job title selected by the hiring manager. Different titles will select or un-select different tasks which will then trigger or assign themselves to the appropriate administrators so that accounts
Domain switch
Hello, We have the manage engine product on a domain that we will be retiring as we transition to a new domain. We would like to know what guides or documents manage engine has on this as the host servers responsible for this will either transition to
Trash not emptying every 24 hours
Hello, We noticed when creating some reports that tickets are sitting in the trash, and not being removed. We had about ~10 tickets in here over a number of months. We are able to delete them manually without issue, but we rarely check the trash, and
Lacking information when trying to find (Change) Requesters
More often than not, Requester lists only show peoples names. I don't know about where you live but here it's quite common that people have the exact same name and are different people. OR it's the same person but different accounts (Staff + Student).
SDP doesn't fill 'Domain Name' in user's details during LDAP import
Hello, I'm trying to make a Linux version of SDP work in test environment, with no luck for now. Set up LDAP import from AD server, test user appeared in 'Users', seems ok. But user profile is missing 'Domain Name', so SAML authentication doesn't work.
Custome reports not yielding all of the tickets in time range.
After running custom report for tickets in the last two years, I am unable to see any tickets after 2022. Why I am missing this data and where do i go to resolve this issue?
Critical : Error while invoking backup
Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com
Exclude Deleted Requests from Pending Requests Report
Hello, I have a custom report that groups pending requests into age bands. Over time, we have noticed that the "Total Pending Requests" is somewhat higher than the real total. Having simplified the query, the reason is that Deleted Requests are included
[API] How do I get all available values from a pick list udf_field?
I'm trying to use the API to get a list of all values in our custom udf_fields, but I can't figure out how to use it as it's not documented anywhere. I've tried guessing at a /api/v3/udf_fields endoint, and I think I'm on the right track as it's not telling
disables management access (Admin User) in Service Desk Plus
Is
managerengine disables management access (Admin User) in Service Desk Plus two months before the license expires, right?!!!
best option for service desk
HI did you go with multiple instances of Service desk, where you had an instance for HR,Finance , IT etc or did you go for 1 instance, and have HR, Finance and IT all working under the one instance? Curious to see how you have it set up. thanks.
Approval UI is confusing for end-user
I have SDF-112141 regarding the confusing UI for approval, but I can't tell if it's being implemented or not. Our users have a hard time with Approvals since they can’t figure out why the Approve or Reject button doesn’t work Everywhere else in the application
How to automatically create multiple child requests from a parent request with a configurable JSON file (V3)
I encountered this problem when using add file Copying parent UDF fields, Resource Information and parent attachments
Notification bell no longer shows new notifications and the request under the notification bell doesn't link to the request.
After updating to 14.6 Notification bell no longer indicates a new notification if you click on the bell and then click on the request under the notification bell it doesn't link to the request anymore it goes to the Home tab instead. Before you also
Users duplicated after migrating from AD to LDAP (linux)
Hello, I installed SDP linux version in test environment and restored backup of prod, as described in this article: https://pitstop.manageengine.com/portal/en/kb/articles/migration-from-windows-to-linux-server Authentication is SAML, so it works fine.
Any way to implement a request view for just externally logged tickets?
Ideally, we would like to be able to separate tickets that are logged externally versus our employees easily. When creating a custom view the 'Requester' field only contains the below You can only specify if it is or isn't a specific user. It would be
Worklog description field truncated
Hi there, We have upgraded to ServiceDeskPlus v14600 from 14201. After the upgrade all worklogs descriptions are truncated when viewing the ticket. The previous version showed the full worklog description enabling easy viewing of the steps completed.
Query Report - Software List by User
Hello, We are trying to create a report that, based upon a specified user, will generate a list of software that user has access to. The Software Details query is close, but there is no way to specify what user I want a list of softwares for, it just
Integration with MS O365 to enable presence
Is there any integration between ServiceDesk and O365 that allows for presence? It would be great to be able to see if a requester is 'available' based on their O365 presence status when sending replies etc.
Project Management Module Tutorial
I'm hoping that there is some tutorials out there that I can point my managers to to leverage this feature. This feature is something we'd like to take advantage of, but we're still a relatively small company and don't have a strong project management process. Some guidance on how this tool is intended to be used would be tremendously helpful.
Automated Follow-Up Emails per group
Hi i'm just wondering if there's a way or a system in place that would allow preset emails to be automatically sent on on a per call/per group basis when there hasn't been a response from the user in a specific time frame, so this would cause a trigger
Attach checklist and asset details to email when forwarding
Ok so trialling servicedesk and we use a lot of external vendors for support. Prior to us sending it out we work the ticket and do some basic information gathering and testing, prompted by a checklist attached to the request. If we can not resolve it
Asset or title column
Hi, I'm running in to some challenges in regards to maintenance. We currently have the workcenter that is subjected to maintenance listed in the title of the maintenance and listed in the asset, but we use the subject of the maintenance to identify what
Emailing user from a Form Resource field
We have a form that our Contracts team uses for contract approvals and submissions. We have a Request LifeCycle already configured with their own stages, notifications, and statuses. Part of this lifecycle is notifying the requester and a business owner,
Monitoring First Response
Is it possible to monitor the first reponse to an issue? Our help desk targets are not only about overall resolution time, but also did we get back to the customer within 1 hour. Thanks David
Delete Logs
Hi everyone, in the servicedesk installation folder there is the logs folder (D:\ManageEngine\ServiceDesk\logs) which is currently 5.85gb large Would it be possible to delete something old to free up space?
Is it Possible to Pre-define the Task Comments while creating the Task Template?
Dear All, Is it possible to assign the Comments (pre-defined/default) while creating the Task Template, similar to the concept of creating the Service/Incident Template with a pre-defined (default) resolution? We are actually auto. populating pre-defined
How to update user defined field in worklog via REST API Powershell?
I'm integrating TFS to service desk, taking hours in TFS and creating a worklog in SD. It all work perfectly, but I need a user defined field in the worklog to be updated as well. The display name is 'TFS Task', its UDF_CHAR2 - a simple character field. My input data looks like the following. This works except for the additional field. Should I be using the display name instead of the internal worklog field name? { "operation": { "details": { "worklogs": { "worklog": {
[ESM setup users] Important announcement on mail fetching process after migrating to build 14600
Dear users, We have indentified that mail fetching schedule remains disabled post migration to build 14600, this occurs only in ESM setup and only in the default portal IT Helpdesk. Rootcause: A few unwanted schedules have been removed and disabled to
A report is not listed on Custom Schedules arguments
Hi, Team, After making a report to be used on a custom schedule, it doesn't show either on the custom schedule or the custom schedule function to test the code. There is a list of several reports but the last one I did isn't listed on the arguments list.
Same request, unable to generate new ticket
My SDP is associated with OPM, and OPM alarms will generate work orders in SDP requests. However, it has been found that if the work order status is Resolved, duplicate alarms will be annotated in the previous work order instead of generating a new
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
Custom query report approvers
Hi, Please provide me a query for all users with approver status User id user name(Display Name) User type(User or Technician) department Email ID Service Request Approver (yes/no) Thank you
ServiceDesk Plus in Docker?
Anyone successfully installed SDP in a Docker container? If so, can you tell me if you ran into issues, or if things were cool start to finish, etc... We're having a bit of trouble.
Solutions
I am wondering if anyone know's of any user focused solution bundles you can buy or download from anywhere? Appreciate every business is different, but the common user How To's are generally the same and it would be good to fill our solutions a bit with
API Callback
Good day! I use Servise Desk version 9.1 Tell me please, is it possible to send an REST API REQUEST (WEBHOOK) to other server when i answer from trouble ticket? We have to send a notification to our Node.js REST server, just after sending answer to customer. What we have to do?
Demoted the technician to requester and later deleted it. Want to recover.
Hi, I had demoted the technician to requester and later have deleted it by mistake. Now it is showing me as deleted under SD portal., I dont know what was the technician id of it. Wanted all the data (request - close / open or onhold) to allot him back
Old versions
How can i get a copy of the older versions of SD+. I want to install this on a test server to try some service packs out. Cheers Carl
Internal error when opening tickets in Servicedesk Plus
Anytime I open a ticket in Servicedesk Plus, I get an Internal error and I can't open the ticket. Have restarted the application but am getting the same issue. Any ideas about what the problem could be?
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