SSO requiring a click to logon
After updating to 15.260 SSO with Entra ID doesn't happen automatically, but the users HAVE to click the button to logon. Anyone else experiencing this?
Requester name changed to system
Hi Got this warning: How can I change it so that the system just adds the new requester and does not change it to system?
Can't retrieve HTML type fields on custom module API (SDP v15.250)
Hi, Team, We have a custom module with an HTML field, which, after upgrading to SDP v15.250, we can't retrieve its values when calling the custom module API. All the other types are present. On version 14.990, we could retrieve all of them. I prefer to
Make Task Template Owner a Group Role
I have some tasks that need to be assigned to a specific person at each site, I know that if I have a Support Group with the same name at each site I can business rules to assign a request to a the $GROUP_LEADER at the same site as the ticket. Is there
[SDF-84347] Zero separation With commas in numeric fields
Hi Why in numeric fields, numbers with multiple zeros are not separated by commas or points ? Like: Use 1000 separator (,) 590.000.000 Or 590,000,000
Update to SDP 15260 failed
Hello second problem for me. In first last month with SDP update 15250 KO and now with the new update 15260 but with an other problem. I configured my UpdMgr.bat with value "-DSkipForcedBackUp_15260=true" And i launch the script run as admin, after select
Is there a way to bulk change the status of solutions?
Need to change the status of several solutions, not seeing a way to do in bulk. Would be nice if have another choice besides delete when selecting many at once.
Automate FCR
Team, is it possible to automate FCR option on requests? For example - if request is closed without any kind of interaction with requestor (request do not include reply/response, or notes - only have Resolution added), to automatically mark FCR option
Business Rules
I'm new to ServiceDesk Plus. What is the correct format when entering phrases in the filters as well as when using the "Users to Notify" action? Filters Do you enclose each phrase in "" and the separate with , for multiple? Actions When entering multiple
Subject Query
Is there a setting on the service desk system where we can put the subject of the original request in the email or attached the previous request so people have a better reference?
Stopping the Service Level Agreement Clock Based on an Additional Field
Hi Support In Service Level Agreement I need to stop the clock if a certain field has a certain data value and if the field is change to "Supplier Provided Information" the SLA clock re-starts. Not sure how this can be done in the Service Level Agreement
Roles for general users
Is there a way to alter or add a role to a general user, not just a technician? I have an HR person for example that would need to review the entries and add to a ticket that they do not specifically own. I altered settings so she can at least look up
Tagging Support Groups [SDF-104168]
Hi, Is there any update on when this feature might be implemented, as per last year's discussion here? It would be really useful to have this ability, to speed up our workflow. Thanks in anticipation 😊
Select field for refer lookup fields
Hi, I don't remember which version it came in but I see that we now are able to create additional fields that refer to other tables (Users, Technicians, Vendors etc.) natively in the Additional Fields configuration. I have started to test this in some
Notify requester when a task status changes
Is there an easy way to notify a requester when a task status is changed in an open ticket.
Jira Widget doesn't show Jira projects
Hi, Team, When trying to configure the Jira Widget on SDP, after following the steps mentioned on JIRA Custom Widget, we defined the custom service and the connection with the correct name and token. Although the connection has a green icon, which suggests
Clicking an announcement in the Bell locks the GUI (15.2 Build 15240)
When someone does an announcement and we use the bell to access that announcement. The Notifications window looses it's X to close icon and the Announcement is shown greyed out. No input is going to the announcement window so that can't be closed and
Allow checklists to associate to a task type
We have a use case that it would be amazing to be able to associate a checklist with a task type. IE: Task to setup a new employee's computer, where the checklist supports the task and be completed before the task can get marked resolved/closed.
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
Maximum Attachmentsize doens't follow setting (15.2 Build 15240)
__errormail__ : Mail has been moved to error folder due to an exception Caused by : Mail size 31493839 exceeds the maximum allowed size of 31457280 bytes. 31457280 = 30 MB That was our previous value, but we raised it to 45 and restarted the service.
Workflow executes transition on each update of the ticket
The Status Waiting for Requester is an OnHold status and transitions through "Resume Work" to the Open status. The "Resume Work" makes a check, if the Technician is empty, it sets it to Logged in user The trouble we're now having is that if the Requester
message has lines too long for transport
When sending certain reports(I've recreated it with Inline HTML report) we get "message has lines too long for transport" from the SMTP this seems to be an issue where the e-mail client (Servicedesk Plus) doesn't wrap long lines. Could you check to wrap
API Documentation for On Premesis contains no url for get all subcategories or get all items
API Documentation for On Premesis servicedesk plus contains no url for get all subcategories or get all items. Pressing 'Try Now' button will always result in a pop up with an 'undefined' error.
Is there a connector between Power Automate and Servicedesk Plus On premises?
I just found that there is a connector for Servicedesk Plus Cloud and Power Automate (https://learn.microsoft.com/en-us/connectors/servicedeskpluscloud/,) but, can we use the same for On premises version or how do we achieve this?, We are exploring external
Report - How many days open by month
Hi How can I show how many days requests have been open by support group by month?
Migrating from ZOHO Projects to SDP
Hi All - I know we have the Import Requests feature in SDP, but if we're migrating ZOHO Projects data into SDP, is there a better way? The problem with the Import feature is it doe snot allow conversations/history and all that detail. Or is the Import
Update error from 15140 to 15200 postgresql
Hi during update from version 15140 to 15200 (as in topic) I get error. Full output from update process is listed below. Is someone get similar error and know how to resolve issue ? ------------------------------------------------------------- Going to
Timer Action problem
Hello dear colleagues, Yesterday we upgraded the version from 15100 to 15200, after which new requests stopped being generated via timer action. For example, if we configure a template request to be created one minute after a specific event (using “Create
Phone support issues - again
Not sure what has happened to phone support. But it used to be if you had an issue you could call support and a technician would answer and provide you with support. Now you get placed in a long queue where no one answers and then sent to VM. Chat doesn't
Just so everyone knows the phone / remote in support model has changed. Make sure you are prepared.
This is not your fault Dinesh - you are great at your job! I very much appreciate all the help you provide for me and all of us here. Everyone should be aware of the change - for example - the next update causes an issue for you that you can't fix and
Name Field in request template
Is there any way to duplicate the function of the name field in a request template to look up a person's information? I am creating an off-boarding request, I would like a way, if possible, to look up an employee from the list, and perhaps fill in a few
Is there a way to add an attachment to a reply template?
Would like to add an attachment to a reply template, so the technician can just use the reply and not have to attach the file (template) we need the end user to fill out and return.
Issue with custom function
Hello. I am trying to use a script that changes status when a technician replies to a request. I am using the scripts on this discussion https://pitstop.manageengine.com/portal/en/kb/articles/update-request-status-upon-receiving-a-new-reply-11-10-2023#:~:text=Use%20case:,to%20%22On%2DHold%22.
Need a report with category, subcategory, alert types by support group
Hi Need a report with alert types, category, subcategory by support group. Cant seem to find or make it myself.. I need the report to list all the available cats and sub cats by group but the same as they are on the template This gets me close but needs
Request status times report
I was asked to set up a report that shows the amount of time that a ticket was in each status. Open: How long was the ticket Open until it was set to "In Progress" In Progress: How long was the ticket In Progress until it was set to "Resolved/closed"
Shipping Label
We occasionally have need for users to ship their devices to our Head Office for repair. We ask users to add our ticket id to the outside of the package, but they rarely do, is there a way that we can generate a document that they can print and use as
Can we limit users from seeing certain Solution Categories?
Hello, I know we can make solutions public or private to requesters, but end users can still see the admin categories they don't have access to. Is there a way to limit that view? I've seen the discussion on this forum going back over a decade. Than
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
Masterclass 2025 AMA episode: Submit your questions now!
Hi everyone, We're excited to announce that our fifth episode of Masterclass 2025 will be an ask me anything (AMA) episode where our product experts will answer your questions on June 26, 2025 at 11am BST/CDT/PDT and 3pm AEST. We are thrilled to have
Report - Tickets older than X time and tickets with no replies
Good afternoon friends, Our COO asked we devise separate reports which will show him two things. 1. Any open/assigned/unassigned tickets which are older than 10 days 2. Any tickets that are open/assigned/unassigned that have no response. I'm fairly certain
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