Help to activate license
Hi I am running A Service Desk Plus On premisses running on a Linux Virtual Machine and version 14.2 Build 14201 I need apply an NFR License on this installation. But when I try to install the license I received. I got two errors: - Reset Guest password
Asset scanning
Why does this happen in SDP? The asset is in Endpoint Central and when I scan it in EC, the scan works no issue, but in SDP, when scanned:
Local admin account without admin rights | AD login suddenly stops working
Hello dear support team, I have the problem that the AD login suddenly no longer works. For each AD user comes the message that the user/password are wrong. We have not changed anything in the infrastructure. So I logged in with the local administrator
Task owner to be able to view the request details
Hello, Is there any possibility we can achieve the subject? so he can be able to view the associated request description. Regards.
Request for Report on Change Requests and its Tasks
I would like to generate a Report with the columns : a) Change ID b) Change Requester c) Change Title d) Change Stage e) Change Status f) Task Title g) Task Owner h) Task Status i) Change Implementer j) Change Reviewer Please note, we are using SQL server
Improve Technicians Access
When I set View permission on Technicians roles, all of them can see all of solutions. And this problem exists on their owned assets, Maintenances and reports. But ISMS department does not this accept vulnerabilities. and this is big Access issues. Please
Requester - Ticket Edit and Closure permissions
Hi, One of my non-IT teams who we are bringing on to ESM has advised that they need the Requester to be able to edit and close tickets. Please can you confirm if this is possible, and if yes what I need to configure to allow it. Many thanks, Lisa Build
How to delete sites?
We're using SDP 14303. How do we delete or mark sites as Inactive? When I go to Admin > Service Desk Configuration > Sites, I don't have any options to delete or inactivate a site. We have several old sites we no longer need.
Tasks filter not working in 14.3 Build 14305
Hello, recently I'v updated to 14305 and tasks filter stopped working. Drop down array right from the current filter name displays little empty white box.
How can I export or create a report of all my services in Service Catalogue?
Hi, I would like to export or create a report of all my services in Service Catalogue, including the services within the categories, etc Thanks, Alexandre.
Incident catalog and Service catalog
How can I separating incident templates from service templates into two pages in SDP version 13 when the user clicks on the "New Request" icon to raise a request, as shown in the attached image.
Allow requester to view Department Request, but only of a certain template
Would it be possible to allow certain users to allow them to view Department Request, but only if the request is a particular template? For instance Onboarding/Offboarding forms. I have admin secretaries that could use the ability to see any of these
[SDF-55749] Auto Assign Technician on reply - Mandate Ticket assignment on reply
Hi, Is the below achievable and if so, how? 1. Auto Assign Technician on reply or 2. Mandate Ticket assignment on/before reply? Thanks, Tom
Storing Circuit information for each site.
I would like to document Circuit information for each site we have in SDP, that way when we have a ticket for a Service related issue, we can easily get information regarding the circuit. Circuit#, Phone#, Vendor, etc... Where can I store this info?
password field mask and copy it in custom module.
How define password field with mask (******) and copy it (via icon copy) to clipboard - like PMP in custom module?
How to change a department assigned to a ticket?
Hi all. We have a ticket created by a requester without department. This ticket is invisibile to a group of technician assigned to a specific department. Now the first user have a department assigned but his old tickets does not report the department and the technicians continue to not see the ticket: How I can correct this error and force tickets to update without department assigned? Thanks in advance. G
Reports
Hello , Is there a way that we can do a look back at the following, so we have a benchmark: How many tickets were submitted on average per week year to date? How many tickets were submitted on average per week over the last 90 days? these would be two
Technician not available in Task report filter
I have written a task report, and I have one technician who is not visible in the filter. He is a member of the project the task belongs to, and have added him as the owner of the task. However, when I create a task report, he does not appear in the list
Export SLA Details?
Hi Folks, Is it possible to export the details of all the configured SLAs in SD+? The reason being that I want to do a presentation containing an overview of what's there, and it would save me some time 😁
Need a report on tickets not assigned directly to the service desk
Hi I'm trying to find a report on the number of tickets that are assigned directly to other teams but not to the "Service Desk Support" default queue. We are on prem version: 14.2 Build 14201
"User Import Failed"
Hello everyone! My company is now planning to use Service Desk moving forward so I am doing some testing with it and the general setup. When I try to import users from a CSV file, only a few of them work and all of the rest fail. The Excel file with errors
Ideas to Improve SDP
1-Change management form design is very poor, and it is not user-friendly; This form builder is very basic, and it would be better if it is similar to the request/incident management form builder. Several SDP versions have been released, but the problem
Logging password changes
Hello. I am now required to change our local SDP Administrator password annually and show the auditors when it was changed. They'd also like us to monitor changes to technician roles (to see if I add anyone to SDAdmin or not). Does anyone know what log(s)
ServiceDesk Plus 14500 Released !
Dear Users, We're happy to announce that ServiceDesk Plus version 14500 is now available. The latest version introduces behaviour changes , new features and several enhancements to further improve your experience with ServiceDesk Plus. Change Module Enhancements
Report to show tickets open vs closed
Is there a way to report on tickets received (open), versus tickets closed daily or weekly for individual support groups? We are currently using SDP 9.0 Build 9017 and the Database is MS SQL. Thanks, Robert
SLA escalation e-mail | Not working.
We are trying to send email notifications to our technicians for when a ticket SLA is violated. I can see there's an option for it in Automation - Notification Rules, but it is not working as it should.
Lazarus Group exploits ManageEngine vulnerability to deploy QuiteRAT
Hi ALL Dear @manageengineteam Do you know about this https://blog.talosintelligence.com/lazarus-quiterat/ ?
Azure AD SSO using SAML and App proxy
Dear friends, I am trying to configure servidesk using App proxy and SAML authentication to azuread as our servidesk is hosted on premise but I am getting errors I have followed this guide: https://pitstop.manageengine.com/portal/en/kb/articles/configuring-saml-with-azure-ad-9-8-2020
What is new at AssetExplorer 7
What is new at AssetExplorer 7
User does not have this permission version 14306
Hi Team, We have upgraded to version 14306 from 14102 and are encountering issues with the scripts. We are adding a first response note based on specific criteria, copying the title to tasks from the request, and updating the task description from the
[Free webinar] How to measure the success rate of help desk initiatives
Hi folks, We're back with an interesting webinar on measuring the success rate of help desk initiatives. Date and time: August 31, 2023 2pm AEST | 10am GMT | 10am PST Why attend this webinar? It is no secret that prioritizing continuous improvement is
Default PO Approvers set off Cost Centre Owner
Currently within the purchasing module, there does not seem to be a way you can automatically make the owner of a cost centre the defaut approver of the purchase being made. Due to human error it is possible for a person to enter the wrong cost centre from the drop down list, but then select the correct approver... It sometimes then occurs that as the manager/approver sees the request, they dont check the cost centre loaded against this and still approve the PO. This then affects what cost centre
Calculate form submission time
I need to calculate form submission times by users and technicians. Is it an achievable objective? P.S. Submission time may be translated to the time a new request template is opened, till the time it is submitted.
Help with Query Report on Solutions
Hi Team, Example: Parent Topic -> Topic -> Solution Below is a query report that I use today to obtain certain details re. the usage of our Solutions and I would like to add Parent Topic Name and whether the Solution is Private or Public. Is this possible?
Improvements in the tasks module
Hi, We want to make better use of the ticket tasks, so we are looking for some options that we have not found. Add additional fields (single line, pick list, multi select, multi line, numeric, Date, time, decimal etc). Edit the templates to remove or
[SOLVED] Discovery > Agent Configuration not working
I've already opened a support ticket several weeks ago but I haven't received a response in almost 2 weeks. I will try posting here to see if I can get this issue resolved. Ticket Id #7959116 Service Desk Plus Version: 13.0 Build 13007 Endpoint Central
Move ServiceDesk Plus to another server
Hello everyone, I have an on premise server running ServiceDesk Plus that was infected so I have to create a new one. (I detected an exploit file on the root folder of the tool). I have read differents kb on the official site, now I have the new server
Auto create new ticket based on checkbox submission
Hello everyone! I am fairly new to learning the in depth features that Manage Engine Service Desk Plus provides and I'm hoping you may be able to help me out with something I'm trying to accomplish! I am currently setting up a "New Hire Request" template using the "Resource Info" area to contain the fields, drop downs and check boxes. I have a resource setup as follows. "Hardware Needs: Laptop, Desktop, Desk Phone, Cell Phone". This is setup using check boxes. My question is... Is it possible to
[SDF-103120] Disable on hold scheduler
Hi, Can we please get a global option to disable the "On Hold Scheduler" that pops up whenever the request status changes to a status that stops the clock? We have set up field and form rules that in some cases automatically changes the status and this
Can't set closure rules based on support groups
Closure rules seem to be all or nothing. I would the option to be able to set closure rules based on support groups. For example, all Helpdesk Technicians should complete the woek log before being able to close their ticket. Apps Technicians do not need
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