Qualifications
Hi, Not sure where to ask this but, do most people on this forum have a qualifcation around IT and what recommendations could you make about which qualifications would help the most. Thanks.
Filtering tasks / Hiding closed tasks on a request
Hi, I'm a ServiceDesk newbie. Does anyone know if it's possible to filter/hide completed tasks from the Task List view on a Request? Some of our requests will have several tasks associated with them to track resolution of reported issues. It'll be useful
Update Email to User List Updates
I have team members, executive staff, who are requesting that when they receive an email about updates for their ticket it should include what was updated. Is there any way to include 'what' was update for the ticket in the update template?
Update/Create User Using API
Using https://{base path}manageengine.com/api/v3/users/{id of the user} I'm able to find users. I want to be able to make and update users using the API. Whenever I try to use the post or put method I get errors saying Invalid Method. Is there a way I
IT service request by external
recently i purchase service desk plus standard edition, i would like to know, how the external people for example, site office peoples want to send the IT service request by some portal using the link. how can i create a portal and is it available in
Closing comment email
Is there a way to add the closing comment to the email to responder notifying them the ticket is closed?
Extending SLAs
Hi, Is there a way to extend SLAs? Rather than having to create a new SLA/ticket? Thanks, Jareth
SD security roles
Hi, Can you explain what each of these do? And also let me know if there is a way I can stop certain technicians from changing the priority field please?
I don't see Execute Script under ACTIONS on our Templates
Hello, We are in evaluation of ServiceDesk Plus Cloud. I'm trying to evaluate the ability to run java-script onFormSubmit. In the OnPrem version we own, this function is listed as a ACTION under the Field and Form Rules of a Template. On our cloud instance,
Data protection issue
Hi, A client of mine has mentioned that when they select the Emails to Notify when creating a ticket they can see the email of every client we have on the system, how do we stop this.
ServiceDesk Plus On-demand Evaluation License
Hello, what is the symptom after an evaluation license become expired? I guess it automatically move to free version. If I'm right, how many technician will be applied? 1 tech like the same as on-premise ver? Please kindly let me know.
Requester ticket view
We send out a directors reports which is an html report listing each department tickets. Where should the directors wants can get more details concerning a ticket by clicking the tickets hyperlink. However when they login they receive an error message
Free SDPOndemand for COVID-19 vaccination centers [High Priority]
Hey guys, I had asked a few questions to start a SDPOndemand (free) tenant: i've gotten back answers. Because the given answers were 'short' and 'default' answers I wanted to highlight the purpose of what we are trying to do. See ticket 6694855 for the
Image on Emails
Hi guys, It is possible to add an image on the Email Reply for new ticket creation ? I want to create a email signature with images.
API / REST API v3
Hi, I'm trying to use the API with Servicedesk Plus On Demand, and I'm confused as to which version to use. I'd like to use v3 as described here - https://www.manageengine.com/products/service-desk/sdpod-v3-api/SDPOD-V3-API.html (which does suggest it's a beta version) and I have created an Authtoken and can do some queries, for example getting an individual request details. However I'm struggling to use input_data to filter all requests - for example to get a specific request from its display id
Can't add requester login access email address
Hi There, I have a problem to add an email address to a requester to activate the web login for Self Service Access. It comes an error message "IAMError:U123:User present in a different organization; remove this association to perform the action" What
Moving cloud datacentre from US to Euro
Currently our SD Cloud instance is hosted in the US, is it possible to migrate to Euro datacentre?
Editing notes created by email
If I, as a technician, manually add a note to a request, I can edit it later. If I add a note by sending an email with ##nnn## in the subject line, I can't edit it. It seems to be treated like a reply. Is there a way to add an editable note to a request
Is it possible to show more than 10 requests on screen?
This was configurable in our on premse version.
How frequently does Microsoft Azure Integration Refresh Requesters
As we are making a change in AD how frequently is the data refreshed on the requester. For example a department or phone change for a requester. Also, if a requester is deleted from SD Plus will the Azure Integration add them back if the account is still on premise to SDP in the cloud? One of our techs imported a requester list during setup and we can't tell what was imported from each source and now have duplicates. I would be OK with deleting all duplicates if the integration will simply re-import
API Upload Attachment
Hi, I am trying to upload a file to a request but am getting an error To test I am using Postman before I implement it in .NET Now according to the error I have to configure something but I have no idea where that setting is, I assumed that to upload a file I should use FormData and pass along the file,filename and addtoattachment { "response_status": { "messages": [ { "status_code": 4001, "type": "failed", "message": "UPLOAD_RULE_NOT_CONFIGURED" } ], "status": "failed" } }
Projects Module Gant view in MESD+ Cloud
We have 70 projects built in to the Projects module spanning the next 4 years of high level roadmap. When you select the GANT view for these projects nothing shows past the end of 2021. I cant see the last dozen or so projects. I have checked that all
Is it possible to add categories to the incident catalog?
We do not see the option to create the categories within the incident catalog. Is it possible that it does not exist? Greetings.
Scripting?
OK, to be fair, I just joined the forum to lookup something else, but it appears a no-starter. That being said, I noticed the word script in several of the posts, and wasn't aware scripting is an option. So there is a recent change where a script could
Client views
Is there a way to alter the views available to a client?
SMS Notifications for Technicians
Hello, I was wondering if there is a way for only specific technicians to receive SMS notifications when a high priority ticket is opened. If so, how can this be configured? Thanks, Neil
Showing attachements on request Conversations or Details tabs
Is there a way to display requester attachements on request Conversations or Details tabs?
$RequesterName Variable for emails
Hi, I have been a SDP user for 6 years and now running my own business i have implemented SDP-MSP, i am still wondering when we can have firstname lastname variables in the notification templates???? It is terrible to start and email with Dear firstname Lastname, it may be acceptable if demanding money or writing a formal letter. we wish to use something like Hi Firstname for 6 years we manually had to add someones name on each reply and still doing it no.
Certain Change Requests Missing Association Options
Hello, I was wondering why certain Change Workflows/Change Types are missing certain associations options such as "Requests Caused By Change"? Is there a correlation between the workflow or change type and which associations can be linked to the change? Thank you for the clarification. After trying to link the change directly through the incident, it appears the following error is being received. I'm assuming that the lack of the "Implementation" stage is the reason certain association options are
New SDP Cloud UI Launch Date
Hello, I was wondering what date will be the official launch date of the new ServiceDesk Plus Cloud UI? If there hasn't been an official date determined, is there a general timeframe or month that its expected to be released? Thank you. Sincerely, Neil
ManageEngine Azure
Hello!
Question. Can I transfer queries and settings from the local SD to azure?
Can we integrate all the attributes from Azure AD.
I wish to integrate all the attributes of requester from Azure AD. When we imported it just takes the first Name, last name and Line manager. We wish to take all the department, organisation, all attribute details from the AD How can we do that?.If so How?
SSO Integration with Microsoft Azure
Dear all, I would like to integrate my Helpdesk ManageEngine On Demand instance with Microsoft Azure Active Directory to enable Single Sign On. I have been able to find the steps to do the integration with On-Premises Active Directory here: http://ondemand.manageengine.com/service-desk/ad-sso-integration.html, but I couldn't find anything on how to do the integration with Azure. Help?
How to pickup warranty expiry date with SDP Cloud
Is there a way to have SDP Cloud pickup the warranty expiry date from Dell & Lenovo units?
Allowing Technicians to Modify Change Status in Change Request
Hello, In our organization we were wondering if its possible to allow technicians who are not the Change Requester or Change Owner to progress the stage and status of a Change Request? For example If I created a Change Request and would like my colleague progress it to the next stage. Thank you for the assistance. Sincerely, Neil
Report of Requests That Have Been Reopened Through Email
Hello, I was wondering if there is a way to create a custom report that would allow our organization to view all requests that have been reopened through email by the requester responding to the request closure email. I greatly appreciate the help. Thanks! Sincerely, Neil
Automatic calculation of Estimated Hours and Actual Hours on Projects with Deluge
Hi, I have asked to support about the implementation of the automatic calc of Estimated and Actual hours in projects (that I think it's a basic feature) but this feature is missing ang also not going to be implemented soon. So, my question is: will it be possible to implement it with scheduled scrirpt on Deluge? Like, for every project, find every milestones/tasks and sum up the worklog and the estimated hours and report it back on relative fields of the project? Thanks Manuel
Differences between IT and non-IT assets
What are all of the differences between IT and non-IT assets? What additional functionality do you get when something is classified as an "IT asset"? The help file doesn't really talk about it.
Is there a way to have all notes/replys expanded in conversations
Is there a way to have the conversations always expanded? Currently only the most recent note/reply is expanded and depending on the issue there may be multiple updates and it becomes a tedious task to uncollapse each note/reply in order to view it.
Dashboard changes
Hi I have a technician who is unable to change a widget from a line chart to a bar chart. Is there a permission setting which I am missing?
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