How to create a new request in this senario
HI Okay so one service desk support group (group a) gets an email and it creates the request for them. They need help with the request so they forward it to another support groupb. The other support group(b) does not get a request created because service
[Security advisory] Authentication bypass vulnerability in AssetExplorer versions 6800 and above
Hi there, This is a security advisory regarding a possible authentication bypass vulnerability in a few application URLs in AssetExplorer, which has been identified and rectified. Users of AssetExplorer (all editions) with version 6800 and above might
Can I do a lookup in a field?
Hi Is it possible to do a SQL DB lookup of a value? For example - one of my technicians needs to put it an image ID from another system. What she would like is in the Service Desk template to already display a list of all the image ID numbers, stored
[Security advisory] Authentication bypass vulnerability in ServiceDesk Plus versions 11138 and above
Hi there, This is a security advisory regarding a possible authentication bypass vulnerability in a few application URLs in ServiceDesk Plus, which has been identified and rectified. On-premises users of ServiceDesk Plus (all editions) with versions
Can Log into Server
HELP, I cant log into the Service Desk Plus Server anymore. I changed the default admin password yesterday and now I cant log into the server, I can with guest. I tried the steps to reset the admin password but the C:\ManageEngine\ folder is empty. The
Using Duo for Multi Factor Authentication
Can I use Duo (Cisco) for MFA with self-hosted Service Desk Plus? My company is deploying Duo site wide and anything that does not support it will eventually be phased out. Thanks, Michael
Bloqueio de usuário
Estou com problema com alguns usuários pois quando tendo logar a parece erro de bloqueio
Feature Request in survey per request
Hi, In our organization, We need a feature to view or submit a survey for a Request directly in the request detail page as a tab. OR Redirect Requester to survey window just after a closing request by requester... can we hope you release something like
[Term of the Day]: Lean Startup
Term of the Day “Lean Startup” Definition — What is Lean Startup? A Lean Startup is an organized approach to start a business that relies on validated learning, testing, and constant product or service version releases to shorten development cycles
Change Calendar - Day View
A "day" view option on the change calendar with a gantt chart view based on scheduled start and end dates would serve to identify overlapping changes and identify any potential conflicts if they overlap. It would be useful during change advisory board
Bloqueio de Usuarios
Boa tarde estou com a versão O que está acontecendo em alguns momentos aparece que o usuário está bloqueado. Alguem pode me ajudar ? O erro é esse
Checklist API
Hi, I want to update configured checklist by API call. I searched in API document and didn't see it. Please add this feature in next release. My Scenario: In SDP ESM, I have an HR instance. In this instance, I configured a service catalog as "Hiring
Is there API to enumerate picklist additional field values
Is there any API to enumerate picklist additional field values?
SDP / Reports by contract type
SDP 11205 / standart Can I add additional fields to the site entity? For example, indicate the number and type (hourly / fixed payment) of the contract?
ServiceDesk Plus 11300 Released !
Dear Users, ServiceDesk Plus version 11300 is now available. This version brings a host of new features and enhancements that improve the ServiceDesk Plus experience. Make way for better ticket template and category predictions with Zia. Zia,
Roadmap Update
Can we get a complete update of the roadmap? The last update was 4th August. Thanks
ServiceDesk Plus Masterclass 2021 Season 2 - Session 3: An overview of ServiceDesk Plus' integrations with Microsoft services
Hello there, In this webinar, we'll explore the different Microsoft integrations available for ServiceDesk Plus and explain how they help you connect your service desk with your end users' digital workspace. Learn to leverage Microsoft services to improve
ERRORCODE: 1008: Data inconsistency in Application tables
Insert the log file into the table 'Workstation_Printer' It gets stuck and I do not have this table We are trying to update SDP from version 11135 to version 11200. However, we get the following error: ERRORCODE:1008: Data inconsistency in Application
Database / DBSize warnings - what do they mean
I'm getting daily messages in the System Log - System Log Message - 316890247 (number varies) Module - database Sub-Module - DBSize Type - Warning Action - Add What does this mean, what are the implications and do we need to do anything ? thanks Dav
Disabled user in Active Directory shows up in SDP
Hi All, I've noticed that users still show up in service desk plus even after we disable their accounts and move them out of the active users organizational unit. Is there a way to disable/remove manage engine accounts once they are disabled in active directory?
Android app crashing when logged in as requester and creating a ticket
On version 11306 if I am logged in as a requester the first time I enter the application I can create tickets without any problems, if I close the app via android taskmanager or restart my phone the app will constantly crash unless when attempting to
Upcoming End-of-Life of Request Admin V1 APIs
Dear users, This announcement is to inform you that we have plans to process End-of-life (EOL) for Request Admin V1 APIs as a part of the 2021 Q3 release. Post that release, any upcoming releases will not have access to the V1 Request Admin APIs. All
Automated Closed resolved requests not working
In fact, I am facing a problem that is: When the request is resolved, it is not closed after two days as specified in the attached picture. We ask you to help us solve the problem. Thank you very much More Details: SDP Version: 11.1 Build 11109 My greetings
Hide "With this upgrade..." Banner
With Build 130x, a persistent banner now appears atop ServiceDesk Plus. How can we turn this off? There does not appear to be a button to dismiss or otherwise hide this banner. "With this upgrade, replace the existing agents with Desktop Central agents.
Requests workflow
Requests workflow is quite limited in ServiceDesk Plus Helpdesk module. I'd like to have a basic workflow that would: 1) submit an approval upon request submission 2) based on approval acceptance, trigger a task to a specific group 3) based on the task
11303 Patch Broke Custom Triggers/Scripts!
The 11303 Patch Broken a Custom Trigger/Script I have that automatically sets the Status of a Ticket to "in-Progress" upon Requester Reply. This is now broken as well - screen attach and script below. Can anyone help me solve this? So far the 11303 patch
[SDF-60606,SDF-66538] additional variables for reply templates
could you create variables like 1. list of Cc recipients, 2. when was email sent 3. last reply, 4. all previous conversations (like when you hit reply button) - I am asking for this because when you create reply template I do not know how to add there
[SDF-65866] Share request (with other requesters) for users
Hello, maybe I haven't been able to find the right option, so I ask for help: is it possible to enable the possibility to use the "share request" function also to users instead of only to technicians? Thanks in advance for your help.
Email asking for help with not much description
When we get a new email asking for help - Is it possible to make it where people get an email if they dont put in a minimum description? For example when we get an email with a very little description of the problem to email the requester back with a
SDP integration with TFS
Hi Team, Is it possible to integrate TFS with SDP for project and timesheet management.
How Do I sign in-to the ServiceDesk Plus WebConsole?
I just installed the Free Service Desk product by manage engine to try it out. We installed it on the same server as our Desktop Central, when the install finished the webpage opened but I couldn't log-in, the buttons for Admin and Guest didnt work. My
"Invalid Input" when attempting to save changes to a change workflow
Hello, we have successfully created change workflows, and associated them with templates in our change module. After doing some testing, I went to make some minor changes to one of my 3 workflows. When I attempt to save, I get the "Invalid Input" error
Assign ownership via API with email address
I currently use a PHP script to assign assets to users from within one of our other business applications. I use this part pf the XML to assign the asset to a user. However, I have some employees that have the same name. Is there a way to assign an asset to a user by email address via the API (because employees with the same name have different email addresses)? <multi-valued-parameter name="Assign Ownership"> <record> <parameter><name>User</name><value>$user_name</value></parameter>
[Term of the Day]: Cookie-Free Domain
Term of the Day “Cookie-Free Domain” Definition — What is Cookie-Free Domain? A Cookie-Free Domain is a very simple concept. Exactly referring to a domain that does not send commands to a user's browser to store cookies from a website. In general,
What is the difference between importing users through Active Directory and LDAP?
Running version: 11.3 Build 11304 I know what the difference is in the two services as a whole, but when reading the descriptions in ServiceDesk Plus, they appear to be almost the same thing. Can someone enlighten me in what the difference is and or the
Office365 mail configuration
When trying to authenticate, after entering the Office365 email credentials, the screen goes blank.
Hiding additional fields in a ticket for administrators
I have an application template with many sections and additional fields. All these fields are subject to various rules and when the application is made out, not all of them are visible, but only necessary. But when a technician receives a request, he
Change request types
Dear all, What are the change request types you apply in ServiceDesk Plus? In which cases do you create a new change request and submit it to the approval mechanism? Can you please provide an example?
Deprecating few params of v3 API urls
Dear users, We would like to inform you that we have made some changes to the V3 API (URLs starting with /api/v3) format. These changes are incorporated in the 11204 version of the application. To avoid disruption of service or normal operations, we
Unusual login detected pop up
Hello, I just upgraded Service Desk to version 11203 from version 11139 and noticed a new feature. Please reference pop up below: How can I check the details of the unusual login detected? It keeps popping up quite a few times. Where can this be configured
Next Page