How to Allow Requesters to Access Multiple Accounts in ServiceDesk Plus MSP
Hi team, We’re in the process of moving from a single-account setup to a multi-account structure, where each account represents a different customer. However, our sales team members are currently configured as requesters, and when they log in, their access
ServiceDesk Plus MSP – Latest version not available in dowloaded installer version
Hello , I’m preparing to install ManageEngine ServiceDesk Plus MSP and I've noticed that when I download the installer from the official website, the version provided is 14850, while the latest published version is 14940. Could you please verify if the
API Endpoint for Listing Available Methods and Required Fields
Dear ManageEngine Support Team, I am currently working on an integration between ManageEngine ServiceDesk Plus and a third party app. As part of this process, I am using the ServiceDesk Plus API to perform various operations. I would like to know if there
Impersonate user for troubleshooting purposes
Is there a way for SDAdmin users to impersonate a user for troubleshooting purposes? Similar to this Service-Now feature: https://docs.servicenow.com/bundle/jakarta-platform-administration/page/administer/users-and-groups/concept/c_ImpersonateAUser.html
ID Reguest change when update the system to version 14.9 Construir 14980
The system had a requirement number ending in 2325 after updating it jumped to 8010001 8010002 how can we restart and continue the previous consecutive number.
Mandate approvers to edit fields in a service request
I'm trying to build a couple of service request templates. I have it like I want it except for one thing. Each template have 4 levels of approval assigned to specific organizational roles. These approvers must be able to edit a specific field in the template
ServiceDesk Plus MSP - Can assets be moved from one company to another?
The title says it all really. We would like to transfer some assets which have been absorbed from a child company into the parent company but I can see no obvious way of doing it through the GUI. Is that an option or would the asset need to be recreated in the parent company? thanks
problem with Purchase Order
When I write the price of the item in the purchase order, the value is rounded after two numbers after the comma. For example, when writing the price 5.001, it is written as 5 only, or when writing the price 5.006, it becomes 5.01. I want to cancel this
Allow technician to select a Conversation as First Response
Some users will email several people, and CC Servicedesk. If one of the people replies all and the ticket is appended with the reply, the technician should be able to mark the email received to the conversations as the first response, as you can with
Auto Tag for reopened tickets
Hello everyone, We've recently encountered an issue where reopened tickets are incorrectly going overdue, even after they've been resolved and completed. Our manager suggested creating an automation that automatically tags a ticket with "reopened" whenever
Assets in Request
Dear Support Team, I am writing to report an issue related to asset display in Servicedesk Plus (Bild 14970). The problem is as follows: When an initiator creates a ticket via email, the ticket appears on the portal correctly. However, in the Assets section
REST API for MSP
Dears, I'm in trouble with REST API documentation for MSP version, because link "Developer Space" --> API --> Documentation redirects to standard API which doesn't contain "accounts" endpoint url. I found some other topic that refers to https://intranet.wiki.zoho.com/MSP-SDP/REST-API-for-native-app.html
How to prevent to set real end time of task earlier than now date
Hello, I have the required field marked for the actual task completion date, but it turns out I can select a date back. How do I disable this option? SDP MSP Twoja wersja : 14.9 kompilacja 14920 Ostatnia wersja : 14.9 kompilacja 14920
Assets segregation by Sites
Hello, is it possible that in the next updates, in the asset section, there will be a filter based on branch, because each branch is separate, in my opinion it will be better managed. Thank you for your good program and your excellent support team.
SDMSP iphone app updated, won't connect "provide a correct server".
Subject says it all, last night my iPhone app updated and now it won't connect. I've confirmed this with another user who also updated and now can't connect. It asks for the URL to our SDMSP site, but fails with the above error.
Using Organizational Roles in form rules/scripts
I'd like to do the following but I am running out of ideas. I'd like to validate the requesters organizational role with the aim of showing/hiding fields on the ticket form. For instance, if a requester is a member of the Organizational Role "Line Manager",
How to set auto email for tickets coming in after hours
Hi there, I am wondering if there is a way to set automatic emails to be sent out to people if they reach out to the help desk past a certain hour. So, if a person reached out via email to the helpdesk, they will receive an email right away. Currently,
Send Mail function via Print Job Sheet hangs up
We have upgraded our Service Desk Plus MSP instance from 14610 to 14840 and then from 14840 to 14910. The problem we have now is the following: In Incident Management within a ticket there is an option to click on Print Job Sheet. Our customized template
hyperlink removing from incoming requests
Good afternoon Is it possible to automatically remove hyperlinks when creating incoming requests via email in Service Desk Plus MSP? Or converting incoming requests to plain text.
Automatically send a mail to a requester from a task
Hello, I would like to send a mail to a specific requester from a task as soon as it is executed. Is this possible? And if so, how? Best regards Nina
Automation
Hi There, I want to create a rule to do the following. When a customer replies to a ticket/request, I want the system to automatically change the status for me to my Awaiting Agent Status. Then when a Technitian replies to the customer, I want the system
Allow Public Self Service Portal Access
Hi All, How can I allow users to browse my self service portal without logging in?
Can I Import request with the approvals details from one site to another ?
Can I Import request with the approvals details from one site to another ? I've been trying to do that but the request transfer and also the custom fields (If previously created on the new site) but the approvals are not, and I'm trying to confirm is
Updated Masterclass video
I have been watching the Masterclass 2024 video and the menu items in this video are different to the options I have in the version I installed recently. I am running version ManageEngine ServiceDesk Plus - MSP 14.8 For instance I do not see the multi-currency
Rules before closing ticket
Hi, Are there any options on SD+ to ensure that some criteria are met before the ticket is closed? For example, when a technician tries to close a ticket without a category and a subcategory, the system doesn't allow the user to close the ticket. Th
SAML auth with EntraID fails with error code 60
We have setup the following attributes for authentication on EntraID And these attributes on SDP MSP: Am I missing something?
Need help with CMDB API - Updating Asset Owner
Hello, I'm trying to update asset details using the ServiceDesk Plus CMDB API (v3), specifically to assign assets to users. However, I'm encountering issues with the update operation. Environment: - ServiceDesk Plus version: [your version] - Using Python
Custom columns synchronised between EndpointCentral and ServiceDesk Plus
Hello. We have ManageEngine Endpoint Central integrated with ManageEngine ServiceDesk Plus. In the UEM computer inventory (Inventory--> Computers) I have added two custom columns, but in ServiceDesk within the asset inventory they do not appear in the
Full message chain in email reply to client
I am trying to get the full email chain each time a reply is sent to the client. So far I have only been able to get the original request and the new reply but all the replies in between are missing. I tried to ask support but my question was misunderstood. Our clients current interaction with our ticketing system is through email only. While the internal support gets to it through a web interface. We would likely continue to use that model when we move to the new system. I have been trying to
Add approval level via API
Hello, I am trying to create a new approval level via the API, but I am encountering the error: "The user does not have this permission." However, I am using an administrator user, and I believe this permission should already be granted. Could you please
List of Service Categories are still showing up after deletion
Hello, I had previous Service categories long time ago which I deleted from service category section, however, In the service category menu in the request or incident they are still showing up. Please advise how to remove. Thanks
Scheduled Backup Password Reset
Hello, We are running an eval edition of ServiceDesk Plus on Debian 12 and want to apply our official license file. To apply our license file, we need to reset the default "Scheduled Backup Password". I have tried this and get the following 2 errors:
SDPAdmin Password
I am trying to update a table in PSQL, did the sdpadmin password get changed in version 14? it's saying it is incorrect, sadly this is a once a year update, so I had no reason to check prior to today.
ManageEngine ServiceDesk Admin Panel Exposed To The Internet
We are in the process of PEN testing our systems, one of the reoccurring "issues" is "ManageEngine ServiceDesk Admin Panel Exposed To The Internet" This being the case, I am curious if there is a way to block the admin panel unless inside a set of IP
Stock Maintenance
Hi, Has anyone had experience with managing inventory and stock levels, and replenishment? We have the potential of having around 4000 units of 1 item. e.g Item A - 4000 qty. Adding this item 4000 times is impractical, and defeats the idea of stock management.
Having 2 separate queues with 2 email addresses in Service Desk Plus
Hi, currently my service desk plus is set up to generate the requests based on users sending email to 1 address (for example helpdesk@contoso.com) Is it possible to set up an additional email address to receive support requests and have it generate tickets
Restrict access to records in custom module
Hello, In the ServiceDesk Plus MSP custom module, is it possible to restrict access to records by account?
ServiceDesk Plus MSP - Cloud
Hi When will ServiceDesk Plus MSP be available via the Cloud?
Kanban view - Problem
Hi, I'm having a problem with the views, it must be a problem with the application because once you select the Kanban view you can't go back to the other classic views or tables, can you help? I've tried clearing cookies, different browsers, private mode...
Currently upgrading to 14910 getting message
"Please reconfigure the requests custom table schema to retain data consistency in the integrated reporting framework tool." Not sure what this means, and I cannot find what it's referring too.
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