Critical error when running an Advanced Search
Hi, Last week, we migrated our database. The new database server was set up with the same name and IP as the old one, and all the databases, tables and data was all correctly migrated. Doing other searches and running reports still run fine. When any
Deluge: Getting an Requester/User additional field and populate an UDF-field in a request/incident
On Ticket creation I want to run a business rule to get the data from a Requester/User Additional field "Ort" (Location) and populate the UDF-field Campus. When I dump a request to json there is no data under the requester for these additional fields.
Advance Search Returning Error
User's are randomly getting an error when using the advanced search feature. There has been no changes made to service desk.
Report to show usage of Templates
Hello, Could you please provide a New Query Report sql script that will show how many times each of the templates have been used? Version : 9.0 Build 9032 Many thanks, Lisa
SMS Notification to FR Due By Time
Hello ! I would like to ask whether anyone has ever considered a feature that would inform technician by SMS of unassigned requests for e.g. every 30 minutes during working hours? Of course, the SMS would come if there were indeed such tickets not taken
How do I edit an existing ticket?
I am a new user to Service Desk Plus. I recently submitted a SD ticket for my company's help desk and realized that I had gotten some details wrong and had accidentally omitted some details. No problem, I thought. I'll just go in and edit my ticket. No
Masterclass 2024: Episode 8 - Bringing ServiceDesk Plus into the Microsoft ecosystem for seamless ITSM operations [Sept 26]
Hi there, We are excited to invite you and your team to the eighth episode of this year's ServiceDesk Plus Masterclass series. In the eighth episode of the Masterclass 2024, we will cover how to integrate ServiceDesk Plus with Microsoft applications.
no push notifications on android
i just setup a new server with Trial Version. i login on my android phone. create a request but no notification on phone. do i need to configure anything else. i plan to install free version with 5 technicians. thanks for help
Servicedesk plus recognises asset but not user and assumes state is in In Store
Hi, Servicedesk plus is recognising our workstation assets but when it reads the Last Logged in User it is not assigning the asset and the state is shown as In Store. The Last Logged In User is shown as Companyname/First.Surname We have set Asset Auto
How can we populate Server's IP Addresses and auto. set Server Name on Request Additional Fields?
Dear All, How can we Populate Server's IP Addresses and auto. set its respective Server Name based on the IP Address selection on the Request Additional Field's (as shown below)?. Regards, Wajahath Farooq
SDP Release Notes Page Performance
Is there something that can be done for the performance of the ServiceDesk Plus readme / release notes page? I cannot possibly be the only one experiencing issues with it. When I visit the page it causes my entire computer to bog down for the ~40 seconds
[ERROR] Change CreateTime when change status to ONHOLD
Hi team, I have a problem that somes of my request change CreateTime by users. But I have a rule to Disable CreateTime by users. and this usually happens when they change the ticket status to ONHOLD. I think this is a Bug. Please check and fix this for
AssetScan via QR-Code for SD+ OnPrem
When will asset scanning by QR-code be available for Servicedesk PLUS OnPremise? Aware that is is already available OnDemand, so it should be relatively easy to implement in OnPrem as well.
Assests, Proxmox as a Virtual Host
The asset scanner only sees Hyper-V and VMWare as Virtual Hosts. I would ask that Proxmox be added as a Virtual Host as well. This shouldn't be too difficult. Proxmox not only has command line tools to list QEMU VMs and LXC containers, as well as pull
Consultation on Limiting Fields to 50
Hello This field is limited to 50. How can I expand it or solve it
Retaining Original Email Subject in Replies
Hi, Is there a way to include the original email subject when replying to emails in ServiceDesk Pro? We’ve noticed an issue when forwarding requests to external partners who also use a ticketing system. When they respond, the email subject might look
Service additional fields in reply template
Hi, Is there a plan to include service additional fields so they can be used in reply templates? As of right now I can only use incident additional fields. /Robin
Access API documentation
Hi, I wonder if there is a way to access the built-in API documentation as a non-admin technician? I have found some publicly available documentation here, but it doesn't cover all modules.
SLAs and break hours
Hi, We have configured a standard working day as 8-17 with lunch break at 12-13. We have also set up several SLAs connected to different support groups. Some support groups are completely outsourced to subcontractors with differing working hours. Some
Marked Owners or Groups in 14.8 14810
Hello, I have a question about new "feature" in update 14810 that also include tasks with marked owner/group. We used this solution in our servicedesk and it worked very well, the problem is that currently, when a task is not ‘triggered’, it is shown
Change field label when site is different
Hi, Is there anyone who can help maybe to create a script that will change a 'field_name' when site contains "something" ? I just wondering if it will work when I will put FAFR on load and execute script that will setText for example: Field Name: GUDF_CHAR666
View Only Role for REQUESTER
HI All - I know I can make a View Only Role for a Technician, but is there ability to make a User View Only? Thank you.
How to match of assiciate type requests and changes request
Hi, Is there any way to make a relationship between an additional field in the changes module and the type of requests that have been associated with it? We look for how to see this information in the main information columns.
Reporting time on line for technicals
Buenos días, Como puedo obtener un reporte con el tiempo en línea de los tecnicos usando la herramienta?
Соглашение об уровне обслуживания
Уважаемая техподдержка, доброго времени суток. Можно ли в SLA сделать так, чтобы в первую очередь не было ответа на изменение условий с «Открыть» на «В работе»? Спасибо!
Colour-code offboarding tickets based on the date of departure
Hello, we have a lot of offboarding tickets, the process for this is currently still in need of improvement. It exists a special field where a date is entered when the employee leaves the company. I would like to highlight all offboarding tickets that
Urgent Request for Report on Default/Generic Accounts and Password Change Dates
Dear Support Team, I hope this message finds you well. I am writing to request a report or evidence from the logs that includes the following information: A list of default or generic accounts, with particular emphasis on the Administrator account from
How to Auto. Set back the Task Status to "Open" from "Waiting for Response" or "Under PR" through Custom Triggers?
Dear All, We've created two (2) New Status called "Waiting For Response" and "Under Procurement" to manage/maintain our Requests, but these new statuses is currently also visible to the Task Owners (i.e., Task Module) while their are updating their Task
Maximum Number of Additional Fields
Hello world! We have been building out new ticket templates for more of our departments to utilize the Service Desk in Manage Engine. Yesterday we reached our maximum number of additional fields and can no longer create new fields. I know we can clean
Status Change
Having updated to a new version (100007) I'm being asked if its possible to turn off the pop up that appears when you move to old hold status. See the attached screenshot. I know it can be changed so that it is not mandatory using the self-service portal settings but does anyone know if it can be turned off completely
How can we prevent the confirmation dialog box for reply templates
Whenever using the reply template, we get a "The changes you made to the description will get replaced with the template values." We would like to suppress that, since this will always be the case. In one area of the application I did find a dialog box like this that had a check box to suppress future occurrences, which I checked, but this appears to be a different dialog box without such a check box.
Reminder Survey
Dear Support, Is it possible to send a reminder notification to the end-users for the survey? Same As the reminder Approval
Manager of multiple sites
Hello, I have dug through numerous forum posts asking the same question going back 10 years. Are there plans to allow a manager to see requests for multiple sites? We have a manager over 2 sites and they can only see the one site that is defined under
Questions regarding system's features
Hi Team, We are currently using the Service Desk Plus on prem and I have a few questions regarding the system. • Is it possible to hide default template from the technician view? I managed to hide it only for the requester view • How can I backup the
End of Life Announcement for Microsoft Exchange Web Services (EWS) for Exchange Online
Dear users, We would like to bring to your attention that Microsoft has frozen developments and enhancements for their Exchange Web Services (EWS) for Exchange Online and Office 365 were frozen back in 2018 itself and will retire this service from October
[Free webinar] 5 steps to secure IT using analytics-driven service management
Hi there, Did you know your service desk can be much more than a mere customer support tool? It can be honed to play a critical role in fortifying your organization's cyber resilience. Join our upcoming webinar to discover five proactive ITSM strategies
Troubleshooting Intel Evo Notebooks: How Does ServiceDesk Plus Help?
Hi everyone, I’m currently managing a fleet of Intel Evo notebooks and am looking for efficient ways to handle troubleshooting and support issues. I’m using ServiceDesk Plus for our IT service management, but I’m curious about how it specifically helps
Cannot add technicians ManageEngine SDP free version
Hi All I was trying to add technicians on my free version of ManageEngine SDP, but now it tells me that I have to buy a license but I thought that at least it would accept 5 technicians without a license. Before I was able to test the app with 1 technician
inline image folder
Hi, I have noticed that the inline images (in tickets especially) are stored in /ServiceDesk/inlineimages which cannot be moved out of the install folder of SD+. This would be greatly appreciated if it could follow the same logic as for the attachment folder, which can be moved. Problem is that the inlineimages folder is getting pretty big and forces me to increase the storage space for a drive that should only contain the install files of SD+ and not its data which is mapped in a seperate and more
How Move folders fileattachments and inlineimages
for reasons of space I need to move directories c:\Manageengine\ServiceDesk\inlineimages and c:\Manageengine\ServiceDesk\fileattachments to disk f: If possible ??
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