Same user in different ESM instances
Hello, Hope you are doing well. Can you please share the configuration steps to arrange a user who is end user for Instance 1 whereas same user is technician in Instance 2. At present, it has been noticed when a user login he can see dashboard with Instance
How to create a widget
Hello I need a dashboard widget that shows me the components and their count in bars How can I make it?
request "Need more information" for approvals
Dears, any update about the below feature and when will be release ? and what's options will include this this option it's taken very long time and still under implementation
Query to return active Category/SubCategory/Item
Hi guys, I've got a Custom Query that returns the Category, SubCategory and Item names from ServiceDesk Plus but I can't find a way to filter it so that only ACTIVE records show. I've observed that each related table has an 'IsDeleted' column, but in all records (active and inactive) that field appears to be empty. My query follows - would appreciate assistance on filtering to show just the active records: SELECT cd.CATEGORYNAME "Category", scd.NAME "Sub Category", id.NAME "Item" FROM CategoryDefinition
How can I create a service request template that requires approval?
How can I create a new service request template that require approval? If I look at one of the ones that comes included, such as user permissions it has more details for approvals under the workflow tab. In a new template I create, I only get the options
Stock Management
Forgive me if this feature already exists (could someone point out where it is?). We have a stock of toner for photocopiers, and it can be hard to keep track of how much toner is left so more can be ordered. What I was thinking for this feature if (for example) toner was added as an item with a quantity, then when an incident is created, there would be a field for the item that is required for the incident (in my example it would be a toner cartridge). When the incident is resolved/closed, the
Asset field mandatory on incident request on ServiceDesk on premisse?
Hello everyone, how are u? In ServiceDesk Plus on premisses, is there any way to make that if an incident doesn't have asset field completed, it cannot be closed? This I cannot mark that field as requiered at incident template level, and I don not have
Group Mail in a Technician Group
Hi. The part I cannot figure out from posts in this thread and the brief paragraph in the online manual is what do I do on the exchange/email server side to get group mail working. Anyone able to help?
Searchable Employee List
Our work environment is a bit different then most others. Our general employees (we call them agents) do not open tickets themselves. They reach out to their supervisors who in turn open the ticket for them. Right now by default the requester (the supervisor)
Report on hours when service desk requests are logged
Hi We use service desk plus, web version. I am wanting do get a report of calls logged by hour to help establish staffing levels - is this possible? I am looking for a bar chart by hour of day showing number of calls logged each hour - is this possible?
Generation of API Key in managed engine trial version of servicedesk plus
I want to generate API key for integration with managed engine service desk plus but i cannot find generate api key link anywhere in trial version of managed engine service desk plus . is there any step by step guide for that .
SDP zia bot chat masked specific words (foul words) when detected
Is it possible in Zia bot chat to masked any foul words when detected?
[SD-106990] Unable to add or search by column name "Site" due it to be removed
It appears since upgrading to 14000 - 14004, we are missing the ability to re-add or use the column "Site" to reappear in the Users list and search by this column. The column was there before the upgrade and is now gone completely. You also cannot go
Adding custom scripts?
ManageEngine SDP is missing a key feature on templates and that is a user name injector/placeholder for the currently logged in user that is responding to a ticket. We need to be able to inject the current user name (object property `sdp_user.USERNAME`)
[SDF-44841]How do I Edit the Requests Dashboard Widget?
The Requests Dashboard widget is great but it shows weird columns for requests by technician that are unhelpful, I would like to select which columns are shown in this dashboard, is that possible? I have created what I wanted as a Report and then a widget
How to know that installed manageengine service desk is 32 bit OR 64 bit architecture
I want to know architecture of manageengine servicedesk plus which is installed on premise server.
Microsoft Flow Injection of a ticket
Has anyone used Microsoft Flow to API inject a ticket? I would like to build a "wizard" in PowerApps to "On-Board" our Employees. Currently we do it via a SharePoint Form and a flow that emails the data. I would like to be a little more efficient by
[SDF-106791] Change reporting - need to add 'Review'
HI Can you please add the column ' Review' to change management reporting? I use this and it is not available to display to my technicians in a change report:
CustomScripts.js
Hello, I can not get my ServiceDesk\custom\scripts\CustomScripts.js file loaded in the views. Can you help me? (it works on Linux)
Upgrade from build 9121 to 9200
Hi everybody, I have a problem when I want to migrate the build 9121 to the build 9200. I get an error: Unable to start the DB. Possibly server is running if so Please shutdown the server (or) Previous upgrade is failed and the
OAuth Office 365 Issue
Good morning, I have run into an issue with setting up OAuth now that Microsoft has finally removed SMTP incoming from our tenant! We have set everything up as detailed in the guide on YouTube and after we click "save" the o365 pop-up appears asking us
[SDF-60606] Are there any "last replier" and "last reply" variables for email templates?
We like to create a reply template, but there's no way to find out who has replied and what he has written. There are only variables for description, technican and requestor, but that's not what is needed. Thx. Adam
Custom Query on Task's estimated effort of technicians grouped by projects
Hi all, I would like to create a custom query report as below, but I want to show projects which are not status=closed only: Please help. Thank you in advance.
Re-opened report
HI One of my support groups are constantly receiving replies after the request has been closed. That is just how it works for that group. At the end of each week, they have to submit a report showing how many requests they closed. It's a little unfair
Asset Disposed on Date report
How can we generate a report of Disposed assets with the date and by fields?
[SDF-32892] Filtering assets
Wouldn't it be nice to be able to "save" a filter in the asset screen? Every day I go into assets and I want to show only those computers in my department (about 190 devices) rather than the entire organization (950 +). It would be wonderful to simply
Get email form MS-Exchange online
Hi team: Last month I had an issue getting emails from MS Exchange Online. The root course is that MS turns off the Basic Authenticate (POP, IMAP) on my Exchange Online system. I have fix they allow me to turn it on again. But Microsft notes me that next
Auto align text to the right
Hey We have Hebrew speaking technicians and the want the text in "reply" to be auto aligned to the right instead of left.. is it possible?
Presenting ServiceDesk Plus MSP version 13: Zoho's AI Zia, Teams and Outlook integrations, and more
Hello there, Greetings from the ServiceDesk Plus MSP team! We know firsthand that running an MSP business entails dealing with a flurry of unexpected challenges. With some of these in mind, we have worked tirelessly to improve ServiceDesk Plus MSP
[SDF-102542] Auto remove CC values from replies
Hi We are having an issue where a technician is not noticing some of the CC email addresses and they are being emailed to the wrong people. It would be nice to have some control in SDP like a button in admin to 'turn off auto populate CC field'. Or if
Sharing a request in ServiceDesk Plus
Very often, ServiceDesk teams will get in touch with other teams in the process of troubleshooting a request. In this process, the first hurdle they will have is to explain the complete request till its current status. Some times, they have to take print preview and email it too.. This is caused because, the other person is not having view permissions to the request. We are looking to reduce this effort with a new enhancement called "Sharing a request". Here is a detailed document about the feature..
again on the search for a function that I found once already
Hi, its a typical me issue. I know that I have set up (way in the past) a kind of auto-assign to group depending on email-subject. As usual I am now unable to find that setting now... Hope for some quicke help here. Thanks and have a nice 1 Cheers
[SDF-46510] Enable column for Problem- and Change-ID
Enable column for Problem- and Change-ID in the Request view. Today it's only Projekts that are optional
Work Log tab removed from request opened through the dashboard
Hi, we recently moved to version 14.0 Build 14004 and find out that work Log tab was removed from request opened through the dashboard. there is a way to enable again the work log tab?
Un-Archived Requests
Hi Support, If requests already added to Archived , does it have any way to un-archived request back to the request? Thanks, SOPHAL
[API] Sending a Reply on a Ticket
Has anybody have an good alternative for using the API for sending an Reply on a ticket. We recently upgraded to 14004 (from12007) but now we cannot reach the apiv1 endpoint anymore (error 400). Creating a note and showing that to the enduser is not the
ServiceDesk Plus Asset Description Report
Hello I've tried to create an asset report that include all Servers and Workstations actually present in our SD+ IT assets, that show basically the asset Asset Name and the Description present in the asset itself, but using the default report present
Approval Key User
Hello, I have to create a Service request template where User can ask for access to different folders on a network share. I want to add a field to the template, where the User has to select the folder. Depending on the folder, a different User has to
Requester replying to mail to requester,
When a user reply a email sent from the request, how can the reply from the user appear in the request?
Email notification duplicate
When a user adds a ticket, it is required to specify the ticket category. Some categories (but not all) are automatically assigned a specific technican (configured by business rules). The system works in such a way that it first sends a general notification
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