Auto assign or close tickets
Good morning, I am wondering if there is a script to auto close or assign tickets to a certain tech based off of who it comes from? We have certain tickets that are always assigned to certain techs and at times we receive advertisement emails that auto
How to move service catalog template to a different category
I have some service catalog templates I need to move to a different category. I don't see where I can do that. I'm using SDP 14303.
Contracts
We just started with manageengine. I am at a blood center and the executive team found out we have a contract management system and wanted to use it for the whole facility. I was looking at it and can't really see a way to categorize by department. Does
Request Timer Action conditions
Hi Team, is there any way to have a condition on RTA that runs only on the first-level approval? (if I use approval status, it will ignore the approval level). Thanks.
How to add a custom filter for portal users
Hi, I want to add a custom made filter in the filter list for the portal users. How does that work? And there are a lot of system filters that have no use for our end users. Is it possible to disable those filters in the portal? Regards, Olivier de
SLAVE MODE on primary server
Hi, We are using FOS and facing an issue where the service on the primary server is not running and goes down each time we try to start it. From the traces, we were able to see that the primary server was attempting to start as a secondary server, and
Report to show in what templates Additional fields are used?
Is there a report or a way to find out in what templates (Incident and Service Request) all the Additional fields are used?
Announcement on discontinuation of support for MSSQL server 2008
Dear Users, This notification is relevant to customers having ServiceDesk Plus hosted on MSSQL server 2008 in their environment. To address several adversities, it is always a best practice in the technology industry to substitute old products with new
Tickets and contracts
Hello guys, I often have tickets for which the end result is a contract. So we use ticketing for more than just IT-related problems. Discussions, contract renewals, quotes are also asked simply by raising a ticket and doing the communications with a supplier
Why ServiceDesk is wasting so much space?
Really, we technicians are more interested in worklog details, problems description and so on, not in pretty white spaces. After some update I can't event view worklogs without hovering over them, and can't copy-paste! It's really annoyng. Here is the
About Parent ID or Request ID's initial to distinguish Incident and Service Request
I have been implementing SDP for a client (Enterprise license) and they ask for a way to distinguish Incident and Service Request based on Parent ID or Request ID's initial. I know SDP has a feature that is Delimiter but it still recognizes both as Request
Expired SDP license
Hi, My SerciveDesk Plus 13.0 license is expired and I am unable to start Managengine SDP 13.0 I requested a new license file today and tried to install it via the run.bat command Unfortunately I get the error theat the license file is invalid. See error
Is there a way to have ServiceDesk Plus stop bugging us about certain "advanced security configurations."?
I understand this is meant to be helpful, but a handful of the things it would seem ManageEngine/ServiceDesk Plus think should be changed/enabled are set or left set the way they are for a reason, and having it keep putting that message at the top of
Unable to Migrate from Build 14500 to 14501
We are unable to Migrate from Build 14500 to 14501 due to the following error message: How can we ensure the scheduled migration tasks are completed so the upgrade can proceed?
Can administrator log out a technician that did not log out himself?
I am noticing that a lot of technicians log in to SDP and then never log out. Is there a way that the administrator can log them out? Without disabling their account? Diana
How can I update a user's photo via API
If I make a request to update a user's photo, and the user id matches the api key (the same user), then the update request occurs. If I make the same request with an admin api key, the request throws an error. Maybe there is some other api that allows
Exclude non-operational hours from a report
Hi there - I am looking for a way to remove non-operational hours from a report showing average response time per support group: SELECT qd.queuename "Group", convert(varchar(10), (avg(wo.respondedtime)-avg(wo.createdtime))/1000/3600)+':'+convert(varchar(10),
Login using windows credentials or auto login
We have a hybrid on-prem & Azure AD system. Real users are sync'ed with AD and Azure, while we have some machine users that are only sync'd with the on-prem AD. These machine users are for anyone in the site location to use to submit tickets or requests.
Make all requesters as service request approvers
Hi, I have a scheduled job to import requesters from AD daily. Can someone share the method to query and update to make all newly added requesters to become service request approval by default? I have similar questions raised in the forum but no answer
Python ImportError
Hi, does anyone knows how to resolve the issue? I am getting the error whenever I am invoking my custom scripts from the custom menu or by using custom trigger, e:\ManageEngine\ServiceDesk\integration\custom_scripts\functions.py", line 28, in from idna.core
Manager of multiple sites
Hello, I have dug through numerous forum posts asking the same question going back 10 years. Are there plans to allow a manager to see requests for multiple sites? We have a manager over 2 sites and they can only see the one site that is defined under
All My Requests - default view filter for requester - how to??
Hello! Our requesters want see "All My Requests" as default view filter in SDP 9 How to?? http://odarchuk.com
Other SDP modules to handle service contracts (Actual Hours vs Budgeted, etc)?
Hi All - Are there any SDP modules that handle service contracts that can bolt on to our existing SDP Requests solution? We currently service clients and are using offline tools to tracks Actual Hours worked vs Budget across each Technician and Client.
multiple request field update
Dear Team, We have an employee who was working in department "A" for 6 months, later he is been transfered to department "B" we have forgotten to update his department. Now we are facing a challenge to update department for each single request to the
Reporting against Tags
We have a few user groups who would like to set specific tags against tickets, to allow them to better gauge how those tickets are affecting a certain part of the business, such as closing out financial periods and if the ticket is affecting that closeout.
Expired Loan Notifications
I'm trying to configure notifications for asset loan expirations and I can't seem to make sense of the function, looking to see if I'm missing something. I'd like to notify the user/asset owner that the loan is expiring so that they have a reminder to
Scheduled backup fails every time following upgrade to 14.5 (build 14500)
Upon upgrading to build 14500, my scheduled backups fail every time. The alert email reports a problem with the zipping process. Looking at the file system reveals that some of the zipping process has completed but whatever usually produces the 2nd (larger)
Delete user on REST API documentation page fails
Hi, Team, I'm trying to manage users from a Powershell script. As it returns a permission error using an API key of the administrator (OrgAdmin and SDAdmin roles), I tried on the REST API documentation page and it has the same return: { "response_status":
Service Desk Plus unable to Login as any user (local or domain)
Hi All, I am unable to login to Service Desk Plus (free). I restarted a domain controller the other night, im not sure if this has anything to do with it. I cant login with a domain account or a Local Admin account. Yes, ive tried resetting the password as directed in the FAQ pages on the website with the scripts. The server log has the following error in it: [135]: FailedLogin occured for user : administrator wit hmsg : Exception while retrieving user account| Anyone seen this before please? Help
Update Description with Multiple Checkbox Items
I am trying to update the description on the ticket with the items that are selected in the multiple checkbox field using a custom script. Currently I am running into a couple of issues. Example: Multiple Checkbox Field has option 1, option 2, option
Removed ticket attachments from Forward template
Hello, As default it appears that when you select Reply or Reply All any attachments on the ticket are not automatically included in the email template, but when you choose Forward attachments are automatically attached by default and you have to unselect
Service Catalogue Cost, Qty, Total Cost
Hi, When using the Costs in Resource questions it shows a Total Quantity at the bottom but no way to add / amend that quantity. What am I missing please? Many thanks Lisa Current Version : 14.1 Build 14104 (moving to 14.5 14501 next week)
Forms & Rules Export
Dear Team, it would be GREAT if there is a function to 1. Export a form with all it's attributes (Fields, rules,etc..) to a file which can then be imported again. This will save a lot of time and issues when you run in a corporate environment with a Development,Test,User Acceptance & Production area.
Mobile application ADFS login not working
Hello, I'm trying to get mobile application "ServiceDesk Plus v 5.9" work and having troubles. Tested on devices: Samsung S10, Xiaomi MI9 (Android 10) We have local login disabled and enabled SAML login via ADFS (Windows Server 2022) I can login from
Can't Integrate Anaalytics into SDP
Hello, Anyone try to integrate analytics plus and just get and error? Can't even open up the settings for it, in fact I cant really do anything with the analytics I just bought. Maybe theres a way to reset or refresh and integration without being able
Forwarding Emails to Existing Tickets Creates New Ticket
I upgraded to 13010 on Friday from 13008. I know...what was I thinking doing an upgrade on a Friday? All went well but now when we forward an email to an existing ticket (or the helpdesk is included in a CC chain) a new ticket is created with that response.
Assets issue
Hi there, I'm actually facing an issue with the asset. I created new IT assets and named it (Dell PCs) to add the PCs in inventory in that section. After 2 weeks we got a new employee, and I changed the assets state from in-store to in-use and I chose
Broken Global Search after upgrading to 14500 ServiceDesk Plus version.
Hello, After upgrading from 14306 to 14500 ServiceDesk Plus version we've noticed that we cannot search requests with a global search, "Search across" and "Requests" -> "Default search" options do not give any search result. However, option "Requests"
Masterclass 2023: Season 2 Episode 3—Utilizing visual life cycles and workflows to standardize ITSM practices [On-premises]
Greetings from ManageEngine! Registrations for the third episode of the ServiceDesk Plus Masterclass 2023 are now open! We will be showcasing how to streamline and automate various ITSM practices using visual life cycles and workflows in ServiceDesk Plus.
[SDF-48845] Editor Field
Hi there, We were intending to use the Editor field in our Starters process to allow the line manager of a user to update further information / requirements about the new starter to progress the starter process. Which is fine for requesters, but we have
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