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,
Disable On Hold Task Notifications
Is there a easy way to disable past due notifications for tasks that are placed ON HOLD? For example: A task that was originally scheduled from January 1st - 10th is placed ON HOLD by a PM within that timeframe. The PM then gets a notification on the
"category" and "service category"
Hi,everyone. What is difference between "category" and "service category"? Can you write examples about using scenario of them?
Can we make a custom query report filtering by moved requests?
We have multiple instances and we tend to move requests from instance A to instance B. We would like, within instance B, to make a report of all the requests that have been moved from A but I can't seem to find a filter option for such need. I saw that
Automated close request
Hi, I have such a question. I have selected "Close Request after 3 days" from the "Request Closing Rules" section. Is it mean the 3 working days specified in the "Operational Hours" section or the calendar day? It is important for me to have 3 working
[ForYourInformation -26] Refine request details page
Hello folks, With build 11005, we released an enhancement that allows you to customize the request details page layout. With this enhancement, we can do any customization that you can possibly think of. It provides the ability to reorganize the rows as desired. Flexibility to rearrange the sections, You can add or remove and organize properties and sections from the right panel.
Need to have ability to have multiple separate web pages for multiple domains added in ADSSP
Ability to have multiple separate web pages for multiple domains added in ADSSP. As not all functionalities are needed to be enabled for every domain, having 1 common webpage for all domain isn't an ideal solution. With separate webpages for each domain, only the needed options and functionality can be enabled without have users throw question to the IT department
send e-mail
Hello, is it possible to send an e-mail to customer when a field change in request form. For example Level field is changed level 1 to level 2 . Regards, Ertan
Export requests with all Conversations
I need to export a request with all the data within the request id which much include all the conversation history, i have looked through custom reports and analytics plus but i cant find the table/ field where i can grab this from, please could someone advise urgently please? Thanks
Request Resolution in pivot report
We use the report "Worklog report grouped by Projects, Members" I can add "Request Title" column to the table but I can't see "Request Resolution" column. I mean this Request Field We need this column to provide to our clients in reports.
ServiceDesk Plus 11138 Released !
Dear Users, We are glad to announce the release of latest servicepack 11138 for ServiceDesk Plus. This servicepack includes 20+ new features and behaviour changes. Take a quick tour of our new features. Check out our Readme for more and download the servicepack
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