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Retrieve asset information from user
Hi I want to create a Service Catalogue request template for Leavers so that a manager / HR can raise a request for an employee who is leaving, and have the ability for the leaver's name to be added as a field (resource question) and it automagically
Need Primary/Secondary SMTP notification
HI My SMTP failed over to use the secondary SMTP server. I was unaware this happened. Our secondary SMTP server is in a remote location and is not as fast as our primary. I suspect most of your users have very similar SMTP configurations. It appears that
Mutiple requests with the same category to change priority
Hi, I am looking for a way to that multiple requests of the same category in a given time frame can be escalated to either a higher priority or to create a problem. Any ideas welcome :) Tom
Making Change Management Fields mandatory.
At the Planning stage in Change Management; We want to make Impact, Usage Plan, Exit Plan Checklist and its annexes mandatory fields. How can we do? Version : 11308
SDP additional field
My applicant implemented the SDP with the AD correctly, but it is necessary to add an additional selection type field, which allows choosing a user from those imported by the AD, the number of users was 28k, I do not know if it is possible, but in your
Approve Statu Report
Hello, We have two approved requests in the servicedesk. I need a sql report where we can track the approval status of two-step requests. The report can list the last month's data Can you help me? Request ID, Requester, Service Category, Site, Group,
Failed to start PostgresSQL server during upgrade
Hello, we are trying to upgrade SDP from 11.1.0 to 11.2.0 but having some difficulties as shown in the screenshot below. any help would be appreciated.
Query problem
Hi every body, I have issue with query report, support team sent to me new query report for check approve status,for excample who is approve the ticket,when i paste aquery it give me the error what is the issue? Thanks in advance
Report
Hi Support team, How can i take report in custom report who is approve my request, shortly approve detalis, Is not by query report by custom report i know it is possible in query reports. Thanks in advance
Letters in Ticket ID?
This has probably come up before, but is it possible to add Letters to the ticket ID? (i.e. "HD60058" instead of "60058")
Classify sender to external user, tikect by email. SDP
Hello, my applicant acquired SDP to be able to manage their ticket in an easier way, but there is a very important point that I cannot find in the SDP, when the client creates the tickets by mail externally, they first verify the mail domain that sends
query issue
Hi every body, I have issue with query report, support team sent to me new query report for check approve status,for excample who is approve the ticket,when i paste aquery it give me the error what is the issue? Thanks in advance
Size of "Description" field
Hello. I need to set the size of the Description field (Incident). I have modified the size in the corresponding template, but the change is not retained. Can I do it via script in a form rule? Thanks you!
Query Report on Specific Software Installed Systems
I have tried hacking together a few of the queries listed on here, but I can't seem to get it to work. I am needing a report to show the computer name, assigned user, and asset state (preferably grouped by that) for all workstations that have the software
Query to have or operation in subject field
Hi , Can you help me with query in report to get the reported generated. Requirement is if subject is A or B or C or D then should include in report.
Creating Technicians that aren't available to assign
I have some ERP analysts on our team that need to view private notes left by I.T. Technicians in Service Desk. We made them technicians to accomplish this task and assigned limited view only access. I do not want them to appear in any incident or service
Need help. How can i link an existing task to a specific project. How can i do this?
Hi there. Need help. How can i link an existing task to a specific project. How can i do this? Thank you.
Auto assign technician when replying to request
Hi, I would like to auto assign unnasigned ticket to technician when this technician is replying to ticket and only if technician is from specific support group ex.:"IT-HD". it should be triggered when replying from application as well as replying by
Chat Integration - Cisco Jabber
HI, Doubt this will happen - but I'll take a shot. We use Cisco Jabber chat and I see that SDP has some new chat integrations coming, slack, telegram. Any chance of Jabber integration? Chat Enhancements Integration with other chat tools, such as Telegram,
ServiceDesk Plus - Mobile App Questions
Hi, I have a couple of questions about the mobile app. Is there any way we can add our own branding to the app? Is there an easy way to track requests logged via the mobile app? We would want to report on the app's usage across the business etc... Are
Survey report
Hi, Survey report is always at 87% Why?
Business rule is not working after editing fields
We have created business rule for group auto assign based on a field ( Say A) selected by the user. But when user edit the field A later group is not changing. it is suppose to change as per the criterion. Kindly assist
How to recover a deleted Request id?
Hello, if we delete the request id, how can we recover it?
ServiceDesk+ integration with AD Manager
I have ServiceDesk+ integrated with AD Manager. I have the custom action setup to populate the fields from the request template to the appropriate fields in AD Manager. However, on AD Manager, I have multiple Templates per Department depending on the
can not assign task to a group of tehnician
Hi everybody I created a group of technicians "infrastructure group" and added 5 technician to that group. after that I created a service catalog and added some tasks in this catalog for one task of them, i do not want to assign task to a specific technician
how to get the requester's additional fields value in template's field rule script?
Hi team, My requester now have an additional field and I can see that it has a 'API Field Name'. I'm wondering if I can get the requester's additional field's value in the Form Rules by scripts?
Requester field in Service Requests + Azure Integration
Hi Team, We've enabled the automatic approval process for adding users to a shared mailbox and have set it up to go to the manager of requester which is working correctly, however some users are submitting the request on behalf of another user which then
Can a Service Catalog Request have conditional Tasks based on field values?
I am designing a Request in the Service Catalog (SDP 9106) for new hire accounts. Based on the responses selected for various fields, I would like to create or enable specific Tasks for different groups. For instance, I want to include a Task for the Security Team to create an Active Directory account, only if the question "Create AD Account?" is answered Yes. Likewise, if the user needs a cell phone, I would include a Task for the Telecomm Team to provision a phone. We have a lot of conditional
Task ID + Task Title + Work Log Report
Hello, I have made a report under New Custom Report and then select TimeSpent module. It can show Account, Time Spent, Time Spent Technician … etc but I cannot find Task ID, Title in the field list. Also, I have created a few worklog additional field
Reassignment of ticket after specific period
I have a scenario to be added: When a ticket is assigned to specific technician and there is no action for specific period (in my case for 2 days) it should be reassigned to different technician. Sla and business rules are not working as it cannot be
Reporting on Template change
We are looking for a MSSQL report which reports on how many times the Default Template is change to another template name. For example, on the 9th of May we received 10 tickets via email which used the default template to log the ticket. The technician
Users Sync not working
There is an issue with user synchronization. - Users already removed from the synchronization OUs are still displayed within the Users & Permission - Users (Active Users) section. - Users modified on the DC are not updated within the Users & Permission
ServiceDesk Plus Integration with ADManager
Hi, I'm trying to connect Service Desk Plus with ADManager. It's saying the connection can be established. But the "Action" defined items are not showing up. I use the same account in both systems. Also, when I enable the ADManager integration button
Servicedesk - custom action - open url of other application
We have an additional field where we maintain the ID of a ticket in another application. I would like to be able to have a button / menu item that builds the url to the other application https://ourotherapp.example.com/Workflow/Taskdetail?id=<custom field
Store fixed email recipients in templates
Hello everyone, it would be nice to have the option, to store fixed email recipients in templates. We have often to reply (information flow) to another email address. best MT
How can I do task for more than one specialist?
How can I do task for more than one specialist? Or,How to mark the working time of several employees (or department) at once?
Mulitple Email Accounts
Hi, We manage a couple of different support mailboxes: support@company1.com support@company2.com They both sit on different office 365 accounts. - Is it possible to get them both attached to the helpdesk? At the moment I can only see how to do one.
Purge only the Job title, Mobile and Phone fields from all users on ManageEngine ServiceDesk Plus, free Standard
Hello, We are using the ManageEngine ServiceDesk Plus, free Standard - Version 10.5 Build 10510, and we need to purge only the Job title, Mobile and Phone fields from all users (requesters and technicians). How can we do that ? Thank you! Flavia Mac
Business Rules - Notify Technician
How do we configure a Business Rule to send an email notification once it was executed? Product: ManageEngine ServiceDesk Plus Version: 10.6 Build 10600 Database: postgres
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