Assign User to Site (without Department)
I am trying to give the users on my instance an association to a site, and while I know I can give users sites through departments, for my use case, most users can't really be said to belong to any definable department (and in most cases such a department
Notification of Reply to Closed Request when Technician is Unavailable
Hello, We are running SDP OnPrem, build 14970. We use Zia to assist with choosing whether requests are re-opened when a reply is received. This works well to prevent a "thank you" reply from re-opening requests, but often fails to re-open tickets reliably
How to retrieve approval data via API for a Request?
Hi, I would like to know how we can retrieve the approval data of request approvers using the API. Specifically, I need to get the following information: Approver name Approver ID Approval level Approval status Could you please guide me on which API endpoint
Secure Password Field for Custom Modules
I would like to request the addition of a secure **Password-type field** to the Custom Modules section. In real-world scenarios, as the number of managed services increases, password management becomes increasingly complex. We need a secure and centralized
Issue with Startup : Build 15.2 Build 15240
Hi - @Dinesh Bhaskaran I am on the latest version (15240) and having an issue with Startup. The progress never moves past 0% and there is a CMD window that claims to check configuration.lock but I don't even see that on the file system (yes, I'm
Incident Catalog
Is a login required to access the incident catalog for requesters? If no, how do they access?
Possible to add UPDATEDBY or MODIFIEDBY column to [dbo].[ChargesTable]?
Hi All - I have a unique need to restrict the ChargesTable from unauthorized worklog entries for prior weeks. I was able to handle most of my need using JSON validation rules. However, each Monday/Tuesday, I revert the rules to "open" it up for manager
When I merge asset records, additional field data is being deleted.
We are running ManageEngine ServiceDesk Plus 15.1 on prem. When I try to reconcile a new scanned asset with an existing asset record, the Asset Additional Fields data is being cleared during the merge. There is data in those fields on the existing record
Appreciation for the ServiceDesk Plus Team
I would like to sincerely thank the production and support teams of **ManageEngine ServiceDesk Plus**. I truly appreciate the dedication, effort, and professionalism you put into developing and supporting this product. My experience working with it has
Change Calendar - disabling/greying out days
Hi I would like to know if it is possible to disable/grey out a period of days in calendar when a change a type of change is being raised. For example. I raise a Change today say Monday 5th. When i go to select a start date of when i want to start it
Attachment in Request Creation Notification!
Here is my scenario: When I create a new request on behalf of a user (who has an email address), and the request contains an attachment, the attachment is not included in the notification email sent to the requester. In other words: The technician creates
RFC 2045 inline images
Hello! We found a problem when you write an email from SeviceDesk and insert an image into the body, it is not displayed on some mail servers because the Content-ID tag is not enclosed in "< and >" According to RFC 2045, the Content-ID header must be
Technician Groups for Solutions!
Dear ServiceDesk Plus Support Team, I would like to propose an enhancement to the Solutions (Knowledge Base) module. Currently, all technicians can generally access shared solutions. From an information security and ITIL best practice perspective, it
Change management issue
We are having an issue with change management after upgrading to 15140 (from 14860). Some background: We have set up four templates (+ 1 emergency template) with different role assignments and workflows. For one of the templates we have created a secondary
Asset template customization
Dear users, We are happy to introduce another feature that has been frequently requested and is set to be released in the upcoming release. As you may know, the product type in ServiceDesk Plus is the high-level classification used to categorize different
Technicians see different things with the same filter.
Filter looks like this: Both users are members of the Group Service Point, both users have the same role. A sees 104 tickets, B sees 107. A can access the three unseen tickets by ticketID no problem. I also have access to this site/group and I also see
IFrame for the portal.
Dear colleagues, good afternoon. We need your help setting up an iframe in ManageEngine ServiceDesk Plus. The organization has a portal for users of all kinds of information, the top management wants to make sure that ServiceDesk Plus opens the same way
To, CC, BCC fields when creating a New Request!
When a request is created, it is very good if there are To, CC, BCC fields in it. Where is this feature used? When the user wants to notify several people. When the technician wants to leave a response on the user's request, that response will be automatically
Asset Acknowledgement on on-prem SDP
Hello all, I'd like to know if and when Asset Acknowledgement is going to be implemented in on-prem SDP. The function is available on SDP Cloud, but I can't see it on the Roadmap for SDP on-prem. Thanks in advance!
Please consolidate the Workflow Teams
It feels like the Workflow Teams for Change and Incident are separate, first we had Change Workflows that where better than Life Cycle, now we have Request Workflows that generally are better than the Change Workflows but is lacking in some areas Change
Operational Hours Migration Data Inconsistency - 15200
Hello! We're trying to update a test installation and encountered the issue in the screenshot. I tried to write to the specified address, but I did not receive a response. We are using a dedicated MSSQL server. Best regards, Alex
Unable to Access WOListView.do
When clicking on the Request Tab, user is getting an invalid input error. Dev Tools is showing a 400 error
How to display User additional info in a request
HI there, my case is really simple. i have set 3 user additional field and i have mapped them as my LDAP attribute. that part is done. the additional infos were already imported correctly from LDAP to SDP. now i want those 3 fields to be populated automatically
Get this error "Invalid field present inside the layout : udf_pick_30011"
Get this error "Invalid field present inside the layout : udf_pick_30011" while saving a template. Any idea.
Help Desk Services Solution
I am here looking for Help Desk services solution for organization. I also searched this on many different website and found many solutions. We are bit confused to which one to choose. One of my friend suggest me this platform, and i am hoping i will
Contract Management Enhancements!
ServiceDesk Plus has been upgraded for several years and several versions, but the contract management department is still weak, inefficient, and poor. I would like to propose several enhancements to improve the Contract Management module: * Improved
MSSQL Help Needed : Technician | Total Tickets | % of First Response Violated | Average Open to Close Time
Hi All - I need help with a SQL query for MSSQL. I need a report that has the following detail, here are the columns: Technician | Total Tickets | % of First Response Violated | Average Open to Close Time | Average Survey Score Is this possible? If so,
Enhanced Filtering in Requests List!
Please consider adding a filtering mechanism similar to the functionality demonstrated in the attached video file. This proposed filtering idea is much faster than the current filtering. I hope you will consider this idea in future versions.. I have no
Recieving an answer from another Service Desk creates a new ticket
Hello, As I mentioned in the title, we have Service Desk plus and another client has implemented it too. The issue we are having is that when they answer though email to the ticket created by us, it ends up creating a new ticket. Not just that but when
Email Responses
Good afternoon, I have noticed that people are not getting the correct notifications. For instance I resolved a ticket, and rather than the end user getting the "E-mail user when a request is resolved." notification they get the "Acknowledge requester
ical link to the Change calendar?
It would be awesome if I could generate an ical link to the different views of the change calendar. That way we could add them to our e-mail/calendar applications and see changes there too.
Contract Expiry Notifications Not Being Sent
Dear Support Team, We have identified an issue in ServiceDesk Plus where notifications are not being sent to vendors and IT technicians when contracts are nearing expiration or have already expired. According to our configuration, email alerts should
Is There a Way to Assign PMs Without Technician Access?
Hi everyone, I’d like to check whether there is a recent or upcoming update that allows the system to clearly separate Project Manager roles from Technician roles? Currently, we’re looking for a way to assign Project Managers with oversight and reporting
Ability to Email conversations to problems
Hi, It would be good to be able to send email conversations direct to problems rather than having to go to the problem and manually adding a note. It could use the same subject context as the requests "Problem ID ##PDB-XX" the same as you receive when
Processing external alert emails
We have email based alerts that come from a few systems, normally they land in our mailbox. What have others done to have them come into sdp and be categorised as alerts and if possibly consolidated.
[Webinar] How ITSM and ITOM together automate CMDB, change, and incident management
Hey there, Are you an IT service technician looking to simplify and automate your CMDB, change and incident management? If you’re aiming to: Automate CMDB management and eliminate outdated records Map dependencies across every IT layer to visualize impact
Automatic Task Progress Calculation Based on Worklog Time
Dear Support Team, We are currently using ManageEngine ServiceDesk Plus and would like to implement an automatic calculation for request progress based on logged work hours. Our requirement is as follows: When a Task is created, an Estimated Effort is
Can we prevent Worklog Date selections PRIOR to current week?
Hi All - We use SDP as our Time Keeping system which is then loaded into our internal ERP System. We have issues with folks entering time to previous weeks which are not captured in current week exports that is sent to ERP. Is there a way to prevent Date
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Cara Penghapusan Iuran Tahunan Kartu Kredit DBS
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