deleting/changing on behalf of
we frequently receive requests on behalf of users that the request is not for (i.e. my manager said i need so they put on behalf of the manager when the requester is the one that requires the service). I wanted to know if you can look into an enhancement where an SDAdmin can delete or change who the on behalf of user is. We can change the requester but once the on behalf of field is used, it cannot be changed Thanks Judith
Worklog custom field mandatory
Good morning, Is there any way to make a worklog custom field mandatory?
Alert Criteria - Null field
Is it possible to add a match against a null field when building the Alert Criteria in an Alert Profile?
Revoke Request life cycle
Hello, I have a RLC where there is a need release the ticket from the Life cycle in a specific situation, and change the template. I saw in another topic that this seems to be a feature in the cloud version of SDP. How can a Technician use the Revoke
AD360 SMS proxy patch
Kindly download the patch
High Availability Licensing and Server Support for ManageEngine
Hello, I would like to inquire about the High Availability (HA) setup for the following ManageEngine product: AD Manager Specifically, I would like to know: Does setting up High Availability for these products require an additional license, or is it supported
Service Desk Plus and Endpoint Central on same Windows Server
Our Endpoint Central server, a virtual Windows Server 2016 server, is now running version 11.3.2416.21, and our Service Desk Plus server, a virtual Windows Server 2016 server, is running 14.8 Build 14820. The Endpoint Central server is currently on a
Alert Criteria - Null field
Is it possible to add a match against a null field when building the Alert Criteria in an Alert Profile?
ServiceDesk Plus Cloud: Issue with Mail
Dear Customers, We are currently experiencing issues with mail fetching and sending within the ServiceDesk Plus Cloud application. This issue is affecting certain customers hosted in our EU data centre. We understand the inconvenience this may cause and
ServiceDesk Plus On-Premise Free Version
Dear team, One of our clients has obtained a Free Edition license of ManageEngine ServiceDesk Plus (On-Premise) earlier this year. While the activation process was completed without issues, the client would like to confirm the following: Could you please
ChatGPT integration - topic moderation policy?
We’ve integrated our local instance of ServiceDesk Plus MSP with ChatGPT. While the integration is functioning correctly, we would like to restrict the type of questions users can ask the chatbot to only IT-related topics. Theoretically, we understand
Change Template
Hi all, Is it at all possible to add a new expander field into a template? I have a use case where I want to add a new field into our Change template, to match existing OOB fields. Example below highlighted with '1'. I don't see any options to do this,
Unintentional Shutdowns after Patches
Hello, We keep receiving messages from users complaining that their laptops are being restarted or shut down unexpectedly after patches are applied. We have configured a policy for the affected patches: "no notification, no restart." Do we need to change
Issue Adding Firefox Extensions with “@” in ID to Whitelist Policy
Hello, I'm currently configuring a whitelist policy for Firefox extensions in Browser Security Plus. While trying to add certain accessibility testing extensions such as: axe DevTools (ID: axe-devtools-browser@deque.com) WCAG Contrast Checker (ID: wcagcontrastchecker@firefox-extension)
Power BI ERROR: character with byte sequence 0xe2 0x80 0x8b in encoding "UTF8" has no equivalent in encoding "WIN1252";
Executing a query from SDP in Power BI results in the error: ERROR: character with byte sequence 0xe2 0x80 0x8b in encoding "UTF8" has no equivalent in encoding "WIN1252"; It is the FullDescription column in the WorkOrderToDescription table. I saw in
Add a place for custom CSS directly in the ESM portal
When customizing the ESM portal the only place to edit it is in the \ManageEngine\ServiceDesk\custom\style\aesm_portal.css file Currently when upgrading the helpdesk we lost all of our changes in that CSS file Please add a place in the ESM portal where
Auto Delete of Sync Users Not Working
Greetings! In reference to this article to set up auto deletion of users for users that aren't in AD anymore (https://pitstop.manageengine.com/portal/en/community/topic/foryourinformation-11-auto-delete-users-that-no-longer-exist-in-the-active-directory),
[SDP Cloud] Help Card for template request
Hello Support. Is there a possibility to configure a Help Card to register tickets in ServiceDesk Plus Cloud? That is to say: Use this area to display a short description or any instruction, notes, or guidelines for Requester. This is an example of what
How can we Update the Request Fields through Request Custom Functions?
Dear All, I would like to have a Request - Custom Function where it updates the Level (field) to "Tier 2" and also updates a Request Additional Field (udf_sline_8711) to "Request Approval Level 1 - Approved". I will be using this custom function in Approval
Assets Display in Request Form ServiceDesk Plus Build 14970
Dear Support Team, I am encountering an issue with asset visibility in ServiceDesk Plus Build 14970. Below is a detailed description of the problem: Problem Description: The initiator has 5 assets assigned to them: Computer Laptop Monitor SIP Phone Tablet
MySQL Connector 9.3 patch unsupported
Just FYI in case anyone else was looking, EPC is not supporting MySQL Connector 9.3 patch because of software requirements. Even though their 3rd party list still includes this.
High Availability Licensing and Server Support for ManageEngine
ello, I would like to inquire about the High Availability (HA) setup for the following ManageEngine products: Self-Service Portal Specifically, I would like to know: Does setting up High Availability for these products require an additional license, or
Home Screen Based on Requester's Department or User Group
We are standing up an after-hours call-in help desk which will be setup as users not technicians. We already have one user group for our customers. Their home screen is setup and allows a limited number of Incidents, Requests, and Solutions. Can a separate
Unclog complex application and infrastructure performance bottlenecks with proactive monitoring! [Free webinar]
Today’s IT landscapes are evolving as they go, to adapt to new technologies and extend their services to a growing user-base. With the help of advanced tech like AI, organizations are enhancing their IT teams to deliver exceptional services and optimize
Assign technician group based on template
I tried to set up a business rule and a trigger and neither allows me to select a template that is a service request. On a trigger I can get the service template, but field update of the "technician group" is not there On a business rule I can't select
Notification
Hello everyone, I would like to know if it's possible to have the notification here (in the notification icon) in the event that: an approval request is sent to me (pending approval request) and also if there is a response to a comment I made on a request
Clear additional field
Hi Guys, how can we create a custom function to do blank the custom field on Business rules?
ServiceDesk Plus Cloud Access Issues: Resolved
Dear Customers, We’d like to update you regarding the recent access issues you may have experienced with the SDP Cloud application. The root cause has been identified as a broader incident affecting Our EU Datacentre, which in turn impacted accessibility
Regarding getting list of Requests based on specific criteria using Rest API
I am trying to get list of requests based on certain search criterias like time,ticket status.In the API documentation the steps are not provided for this type of operation. How can I do that ??
Suggestion - Add ticket subject line over Browser Tabs instead of "Request Details"
Ideally we open multiple browser Tabs of IT Tickets. It would be much easier to navigate to a specific tab if the Subject lined displayed over Tab (When a specific ticket is opened) instead of navigating through all those tabs since it just says "Request
Does Field & Form Rules Affect Task Dependencies?
I have set up service request template and associated at least 10 tasks to it. I've also set up the dependency order for each task. I've then added a Field & Form rule that if a condition is true, certain tasks will be drop and not deemed necessary for
The system TPM version is not compatible with Windows 11. (50010
Hi, my systems don’t support TPM. I want to update them via ManageEngine, but I received the following error: "The system TPM version is not compatible with Windows 11. (50010)" Is there any way to bypass this issue?
Can I just have patches delivered to a server but not install them?
We have a group of servers that need to be patched manually because of the need to coordinate the restarts with other servers. Is there a way to automatically deliver the patches that have been approved to the server but not install them. So, they will
SAML and MFA
Hi, I just set up SAML (using Entra) to log in to Patch Manager. This works fine. After authenticating against our Entra environment, we're still prompted for MFA by Zoho. Since we already have MFA on Entra, this is not all that useful. Can we turn off
Error - no more patchscanning of linux clients
Hello dear support team, From yesterday to today, without an update or anything similar, I'm no longer able to scan a Linux client. The patch scan fails. Restarting or shutting down works, so the agent can communicate. Everything works as usual on Windows
Using API to create requests
I'm using a PS script to try and create an incident request in our SDPlusOnDemand Cloud site. I keep getting a 400 (BAD REQUEST) and can't seem to find the issue. I generate an error log that says { "Error": { "ErrorMessage": "The remote server returned
Desktop Central Configuration Priority/Dependency
Is it possible to set priority or dependency on desktop central configurations? For instance, I have 3 configurations that I want to be applied in a specific order, and only if the previous one was successful.
Multiple SAML Identity Providers
Hi, currently we are using Azure AD IdP with SAML integration on SDP Cloud. We have situation where our Group Company uses Google Workspace for different email domain. But we cannot add another SAML IdP. I wish SDP Cloud can support multiple SAML IdP
High Availability Licensing and Server Support for ManageEngine Products
Hello, I would like to inquire about the High Availability (HA) setup for the following ManageEngine products: Audit Plus Exchange Reporter AD Manager Endpoint Central ServiceDesk Self-Service Portal Specifically, I would like to know: Does setting up
AD Manager plus browser tittle change
Follow The below steps: Step1 : Stop the product Step2 : Backup The ADManager Plus\resources\adsm folder. Step3 : Replace the files from the Patch folder to inside ADManager Plus\resources\adsm\ Step4 : Start the Product and check.
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