Ticket differentiating
there will be a situation where the ticket will be owned by one function and they will be requesting other function for some log/trace or other task to carry further analysis/troubleshooting for that incident For the above scenario is there any possibility
NCM Professional or Enterprise
Am i allowed to use the Professional Version of NCM even if I have multiple sites (same company) to manage? I dont need the split up between Center and Probe. One server is enough.
How to automatically close requests that are in note word "closed" ?
For example, I have a ticket. I add a note with the text closed. I want the status of the application to change to closed. SmallBestOriginalRemove
Reporting on specific field changes
Is there a report, or a way to make a report that will show me tickets that have had specific fields changed? I'm looking to find tickets that have had their ResponseDueBy Time, and DueBy Date changed as well as who performed this change and when. The
Add request from service catalog with mobile app - MSP
Hi, My client user want to add service catalog request with MSP mobile app, but they can't. 1- What should they do? 2- Do you have any solution? 3- Can they use SDP mobile app instead of MSP mobile app? MSP v10.5.13 DB: MS SQL Thanks for helping
How to change HH Format in Calendar
How can I change the (hh) format shown in a calendar field? For example instead of 16 being an option, I would like for it to be 4 PM. (this is more understandable for our users)
[Term of the Day]: Green Computing
Term of the Day "Green Computing" Definition — What is Green Computing? Green Computing, also known as Green IT is the study and the efficient use of eco-friendly computing technology. It is unfortunate that IT is responsible for about 17% of the
If the ticket has approval status' rejected'- by script to modify the ticket status (in closed)
If the ticket has approval status' rejected'- by script to modify the ticket status (in closed)? Its possible?
ServiceDesk Plus MSP (API task filter)
Hello, Is there a way to get a list of opened task assigned to a particular person using API? I have tryed by get a list of all tasks from ServiceDesk. import requests url = "https://server.com:port/api/v3/tasks" headers = {"technician_key":"D3200000-0000-0000-0000-6F49F7AC0A9E" }
Flash issues
Flash is causing issues with copying passwords in PMP. is there a work around so the buttons work? Version (upgrading is the last resort as we fear it will break and cause many to not be able to work) Version : 8.0.0 Build Number : 8001
Request Notes V3 API Changes
Dear users, We would like to inform you that we have made some notable changes to the V3 API format for Request Notes. What's changing As a part of this change, we are renaming the request_note entity as note. The entity attributes created_by and
SLA Escalation matrix
Hi Team, In our manageengine test environment we tried configuring a escalation mail upon SLA breach I configured... time interval of one minute between escalation hierarachy but I got mail after 4 hrs that too all the 4 levels of escalation mail got
RPC Server unavailable
I am just new to ELZ and I am looking to find a way to export a list of all devices that are in a status on the manage device window of not Success but i am not sure how to do this. I would like this list as the help states that it could be the firewall
Security Warning: Default credentials not reset
Hi, I am getting this message every time, even when the administrator and guest passwords have been changed and also the Backup Scheduling encryption password. Please advise.
Survey
Hi. I want to create survey, with several questions. But each question must have different answers. How can I create different answers for the questions? Thanks in advance.
Comment in request
Hi, For requests that process between multiple support group, we need to comment section and @mention to add technicians conversation and comments. Can you add this feature to SDP? SDP v11.1.35 DB MS SQL Thanks for helping
Technician Group Chat between two or more technician on a request
Hi, Already when two technician open same request, SDP provide option for group chat between technicians that open request. It's very good option, but this chat converstation not archive in request. 1. What should I do to archive or save messages like
Linking Custom Fields - Transferring Data from Request to Change
We are using the ServiceDesk Plus platform to host our Change Control system. Currently, we have custom Requests/Incidents setup for the user to fill out, which triggers the Quality/Technician group to review and escalate by associating a Change to the
Notify support group head when other technician add worklog on request
Hi, Each support group (like Network) has one person as head of group. Head of group (ex: Network) want to notify when another technician add work log or task on same request assign to same group (ex: Network). What should I do? Do you have any solutions?
Expiration date on Announcements
What does everyone do with the expiration date on an Announcement? I assumed it would stop showing on the requester portal on that date, but that doesn't seem to be the case.
[Term of the Day]: Internet of Behaviors
Term of the Day “Internet of Behaviors” Definition — What is an IoB? The Internet of Behaviors aka (IoB) extends from the Internet of Things (IoT). The IoB is a new step in the concept of the Internet of Things. Gote Nyman, a retired Psychology
HP Warranty
Hi All, In the latest version of Desktop Central we have had a banner message saying that HP warranty info is now working in Desktop Central: However none of our HP devices have any warranty info in them is this something we need to turn on? and if so how? Cheers Kyle
[SDF-59020] Multiple Reviewers can be selected but the user cannot be saved in the review
When a change is created I can chose multiple reviewers which can be technicians or users, but there isn't an option that multiple users then can create their own review. This way a non-technician can delete the review of a technician. We would like
[SDF-70613] Allow Project and Milestone Status to be updated from the list view like task status
Our project managers would love to be able to update the status of a milestone from the list view.
[SDF-85958] Initiate group chat by collaborators that work on request once others aren't viewing a request
Hi, I want to initiate group chat by collaborators that work on request once others aren't viewing a request. In my scenario, some technicians work on a request simultaneously, but may open another request. In this situation, technician should be open
Access to request that created by technician once the request is not within his/her scope
Hi, In my scenario, John is member of Network support group. He allow to view or action on requests that related to his group. Now he want to create request on be half of his boss because his boss is busy. Do you have any solution to view and track requests
No new orders after update 11.1 compilation 11138
Hello I have a problem with ServiceDesk after an update, it stopped creating new orders submitted by email. Requests created through the web portal are set up correctly and I get all notifications by email.
ServiceDesk Plus ESM
Hi We're testing ESM in our UAT environment but when I log in as a user, I go straight to the IT instance rather than the portal front page which currently displays IT & HR instances. Both these instances are licenced & active. How do I direct users to
Option for Preview Monthly Updates from Microsoft
We generally wouldn't even touch anything preview but would be nice to have option in Auto-Deployment Policy or anywhere else to chose Preview updates or denied them.. Not sure how would that be implemented.. Currently I have to manually decline all Preview Roll up and Security updates so they don't get dumped on our system. The biggest pain is even after for example November 2016 Updates are installed, system for some reason still wants to install Preview Nov 2016 updates... really annoying..
[ ForYourInformation -52] Enhancements on Request Convert Feature to Incident/Service
You may all know about Convert Incident to Service and Service to Incident features in ServiceDesk Plus. Now with the 11138 builds, we have enhanced these features. Behaviour Changes and Enhancements: 1. Removal of convert incident to service & service
[SDF-69110] Sent attachments from solutions with the resolution
If you insert a solution from the request view, the solution is copied and the attachments are visible, but the email with the resolution doesnt contain the attachments. Please add support for the attachments.. or make it so it sends the link from the
Turnover Ticket
Has anyone used SDP ticketing system for IT turnover/handover to the next shift. List out the various tasks by day/by each ending shift. Just looking for ideas.
Threaded conversation tool
My developers have been using a threaded conversation app for internal conversations, questions, sharing notes/processes. Security (of course) is frowning on the use of a publicly available site for these proprietary conversations. The instance itself
Issues inserting HTML format for fields using API for change
Currently, the GET request for a change returns the encoded html data for the Description field, however when I try to add or update html entries, via the url, I get an error for the connection resetting (via SoapUi through my application, it simply fails). Is this a case where the entries need to be passed in JSON? If so, how is that to be done. I have escaped all the following characters, but get a failed response for "Error when parsing input XML elements - null - null" (XML Response) or "A
Asset refresh
Hi, I remember that we used to have a tool or something that we could run and it forces a refresh on all the database of asset and software but I can't find it anymore. I'm pretty sure it was a manage engine feature because it was a url with our servicedesk url in it. Do anyone know what I am talking about ?
Deprecating Support for Authtokens and URI model in REST API's
Dear Users, We would deprecating support for Authtokens and URI model in REST API's of ServiceDesk Plus Cloud. Deprecating AuthTokens in SDP Cloud: SDP Cloud REST APIs supports two types of authentication, AuthToken and OAUTH. Of these, OAUTH is more
[Tips & Tricks] Barcode Asset Scanning in ServiceDesk Plus
For those who aren’t clear exactly how the barcode scanning function works in ManageEngine ServiceDesk Plus, here is a brief overview. Firstly, you need a USB barcode scanner. I have tested this using a simple, inexpensive plug-and-play USB barcode scanner by NETUM (picture above) and it worked perfectly. In order to use the Barcode features in ManageEngine ServiceDesk Plus navigate to the main ‘Assets’ module from the top-level tabs, select ‘Barcode’ from the left-hand ‘Assets’ panel, and then
Mozilla releases security updates for Firefox 85, Thunderbird 78.7, Firefox ESR 78.7
Hello everyone, Mozilla has fixed several security vulnerabilities in Firefox 85, Thunderbird 78.7, Firefox ESR 78.7. The details of the vulnerabilities fixed are as follows: Platform CVE ID Vulnerability Impact Firefox 85, Thunderbird 78.7,
Mozilla releases security updates for Firefox 85, Thunderbird 78.7, Firefox ESR 78.7
Hello everyone, Mozilla has fixed several security vulnerabilities in Firefox 85, Thunderbird 78.7, Firefox ESR 78.7. The details of the vulnerabilities fixed are as follows: Platform CVE ID Vulnerability Impact Firefox 85, Thunderbird 78.7,
Mozilla releases security updates for Firefox 85, Thunderbird 78.7, Firefox ESR 78.7
Hello everyone, Mozilla has fixed several security vulnerabilities in Firefox 85, Thunderbird 78.7, Firefox ESR 78.7. The details of the vulnerabilities fixed are as follows: Platform CVE ID Vulnerability Impact Firefox 85, Thunderbird 78.7,
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