can`t forward the request
When responding to a request, reply-> forward the request, I do not see the entire list of users, but only those whose User -> Department Name field matches mine. Is it possible to make it so that you can send forward the request to all employees, regardless
Hide unnecessary fields in Release
Hi, Is it possible to hide unused fields in the Release Module using Page Scripts? For example: We don't use the fields "Actual Start Time" and "Actual End Time" so we would like to hide them.
Catalog Service Category Filter
Good day, I have service template. I want to return only categories relevant to the service. I don't see the option to filter categories and return the desired except specifying the default values. Is there a way to return only the values or options you
Custom Approval Notifications
Is there a way to use custom approval notifications using business rules or Custom Triggers to facilitate a custom approval notification based on the Service Catalog Type, so we can give the approver further information on the approval ticket so they
[SDF-60764] Major Incident - User log call from announcement
Hello, In a previous system I've used you had the ability to raise a "Major Incident" call that appeared in the announcement section of the Self Service portal. The end users then had the ability to read the announcement and click a button to confirm
Reports - Date Picker
We recently upgraded to version 14304, and the date picker dialog in the reports module is no longer there. Did something change in the update and remove this? I've had a few technicians asking me about it.
Managing Major Incidents
Hello, Interested to know how everyone else handles major incidents on this system. On other systems I've been able to mark a particular call as a Major Incident (with all the relevant fields filled in i.e. category) and then it allowed the Helpdesk Technicians to click a button to log a repeat call off the back of this and only have to fill in the relevant Requester details, thus speeding up the logging process while the major incident is in play and we are receiving high call volumes. This also
Status change linked to RespondedDate change
I am trying to build a Request Timer Action that will check the Responded Date and set the status depending on the date value. Responded Date is not empty and not greater than the last status change from Open to Resolved. The intent is automatically move
Inquiry about Disabling Automatic Sorting of Email Recipients in ServiceDesk Plus Responses
I hope this message finds you well. I am currently facing a challenge with the email functionality within ServiceDesk Plus. Specifically, I'm looking to disable the automatic sorting of recipients in the email responses generated by the system. When responding
System Logs
Morning all I've got some 250,000 system logs at the moment, and would like to know: Where do they get stored? Can I export them? Can I get these logs automatically deleted when the archive runs? It seems pointless to keep logs longer than tickets are actually live. Thanks Shelley
Link and Merge Requests from "Previous Requests" view
Often, when we want to link a request to another request, both of the requests are from the same Requester. It would be handy then, when looking at the "Previous Requests" view, to be able to select items from that list and link or merge them into the
Auto Enable Notification
Can I auto enable notifications when a contract is created?
Use Mail header for E-Mail Commands
Hello I like EMail Commands but it doesn't look very nice with all the extra commands in subject and mail body. Why not use the Mail header instead? Completely silent for all Servicedesk users. It could be like this. Mail header tag: X-SDP-SITE = Servicedesk Plus SITE X-SDP-GROUP = Servicedesk Plus GROUP X-SDP-MODE= Servicedesk Plus MODE Or the mail header tag names is something the admin can choose. But "X- " must exists. Servicedesk Plus already read the header to get mailadress and name so there
Report Query - show outstanding tasks for all Technicians grouped by
Hi There, Looking for a query which will show all outstanding incidents, requests, tasks, changes and problems for all technicians grouped first by group then by technician. We are using SDP version 14.3 14304 on SQL Thank you :)
Service Catalog report
Can i get a report for all the active Service in the system including the category, subcategory and the 5 levels of approval?
Risk and impact score is not popping out after adding the HTML script and adding the java script in formload rule in UAT in additional field risk score
Dear Team, In SDP change Module in UAT i have made the below changes as per the below manage engine article reference. Reference article:https://pitstop.manageengine.com/portal/en/kb/articles/calculate-risk-score-based-on-a-custom-questionnaire please
getting workstation ID from host Name by API
Is there a way with api to get a workstation id from the Host name?
Customise user form
Hi ManageEngine Community! I'm very beginner in ServiceDesk Plus I want to customise the user form ( add new Fields, change Name of the Fields) and should be viewed while creating a new user. Thank you and Best Regards.
Associate or link between Incidents
Hi Community! I want to know if there is any option ( Parent / Child Link ) between Incidents , that we can access to the Incidents child from the Incident Parent. Thank you.
How can occur notification pop up?
Good Day, I'm curious to know if someone can help me understand the process of creating a notification pop-up for the ticket. such as : the version is 14.0 Build 14006
Changing status after requestor response
Hello! We have an issue with changing statuses after Requestor is adding reply. We have ticket in status Customer Action and awaitng actions from Requestor. When he adds Reply i would like to see status is changed to Open or In progress. How can I achieve it? I was trying to use Business Rules, but it seems not to work with Reply functionality (only when changing the incident itself). Best Regards John
Send notification when ticket is unassigned
Hi all, Is it possible to send a notification to a select technician when a ticket remains unassigned for a period of time? I have the rule setup to email a set of technicians when a new ticket is received / assigned, but they do not always pickup the
Technician Login Report
Hi is it possible to run a report on which technician has logged into Service desk in a given week ? The report should be able to pull this data for the last 7 days or 10 days and must show the data broken down on a daily basis. Thanks
Hard to see text in night mode
When editing scripts in Custom Functions or elsewhere, the comparison operators are a bit hard to see. See attached screenshot.
SLA Escalation notification sent to respective groups
Dear Team, Currently we are sending the SLA escalation to leads and $ticket owner instead of leads can’t put groups using $ group_name that should sent respective assignment group. Incase if that ticket is not assigned to any group in that case, it should
ServiceDesk Plus Dashboard - Requests inflow by time - Showing 'Closed/Resolved' Requests in 'Backlog'
As I understand it from this post a few years ago, requests should only show in the Backlog status if they are 'NOT' in a closed status 'AND' have exceeded the SLA timeframe. Original post In build 14.3 Build 14303, my Dashboard report for 'Requests inflow
SDP 14.5 Build 14505 - Survey reports issue
Hello, We already have an extensive Survey configured with 11 questions, as you can see: But when we execute the report for the Survey, this looks at you can see: Then, this kind of report doesn't have any sense with the questions and answers that we
How to get all approved status of a work order from database via SQL script
How to get all approved status of a work order from database via SQL script
Does ServiceDesk Plus support preview of Excel files?
On an attached xlsx format Excel file we received the message "Preview not available" when clicking on the file as a technician. Does ServiceDesk Plus support the previewing of Excel files?
Update field from email received
Hi, We want to update a checkbox field on the template when an email has been appended onto a ticket from a specific email address with an email subject line that contains "Support Centre PM Escalations". I've had a look at Business Rules and Custom Triggers
[SOLVED] Service Request Approver has no access
I have a few forms that require approval from people throughout our departments. For these select people I will go to their User profile in ServiceDesk and make sure "Service Request Approver" is checked. In the past this was enough to allow the users to go to ServiceDesk and approve what was needed. We are currently on 11.0 Build 11007. When this problem started we were on 10.5 Build 10513. The only way for me to fix it now is to go to the users profile and allow them to see ALL request. But I did
On Form Submit Rule doesn't work if the request is submited by Maintenance Task
Hi Team, I'm configuring several templates which will be submitted on Maintenance Tasks. These templates have a rule on "On Form Submit" that fills date fields. The date fields are correctly filled if I submit any of them manually. The fields are kept
How to Create a New Button on the Change Request form?
We are trying to implement the Risk Score on the Change Request form by following the below Article Link : Link : https://pitstop.manageengine.com/portal/en/community/topic/risk-and-impact-score-is-not-popping-out-after-adding-the-html-script-and-adding-the-java-script-in-formload-rule-in-uat-in-additional-field-risk-score
BCC - wie viele Empfänger?
Hallo wie viele Empfänger können im BCC-Feld eingetragen werden? Gibt es ein Limit? Version: 14.2 Build 14200 Danke!
Provide input to a Powershell script run from Custom Menu.
Hey guys. I want to start adding some scripts to the custom menu to help our service desk team but can't seem to work out how to provide input to a script. My simple one to start with will just have them provide SAMaccountName. As the script is run server side they can not use read-host so how can i provide a input box? I'm guessing that I need to use the 'Custom Html File' but as there is no template etc I have no idea how that should be written. I have the powershell script in \ServiceDesk\integration\custom_scripts
How to change change field value?
I have a requirement to handle emails of no response Case1: when the notification was sent, and there's no reply within 3 days then close the ticket Case2: when the notification was sent, and the customer responded then abort time counting and back to
Show Image filed in Custome module record list
How to display images in the list of custom module records Similar to the image below
Tenemos un problema al queres guardar la configuración sobre las reglas de cierre automáticas
Buen dia como estan?, cargo este ticket porque no pude seguir el anterior por problemas que nos operaron en el dia a dia. El tema es el siguiente: Se habia infectado el ServiceDeskPlus en locales con un SMASPWEBSHELL Lo Levante de 0 a la versión 13 y
How Can I transfer Translated Words to Another SDP?
Hello, I Changed (translate) Many Words in SDP. Now i want to Export and Transfer All of them to Another SDP Server. Is there any solution?
Asset Explorer Saml2 setup
Hello, Trying to configure Saml2 federation to Asset Explorer but failing, Saml config i Asset Explorer only supporting transient NameID which is a opaque value that don't identify the users only telling that he's authenticated. Normally then you add
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