Can the Tasks be made visible for Requesters?
We have a requirement of making the Tasks (of a Service Request) visible to the Requester. Can this be achieved from ServiceDesk Plus MSP?
Where is the $changelink variable getting its value?
In automation - notification rule -> Change we have an email template that gets sent when a change role is assigned. In the template there is a variable $ChangeLink that provides a URL for users to click on that takes them to the service desk login. This
Restrict access to records in custom module
I need to restrict permission to records in custom module. For example: 1. By user - only user who crated records have access to them. 2. By custom module sub form - only user which id are added to custom module subform list have permission to these records.
Installation Media for selfhosted MESD+
Hi community, I have and older version of ManageEngine Service Desk Plus and my server lost power and crashed. I ran the server again but installation is corrupted. I am not able to start MESD+ up. It is on Windows x64 plarform but I'm not able to find
Standardize the Ticket ID Format
Hi ManageEngine Plus MSP Team, Can I standardize the Ticket ID format according to different types of tickets listed below? No. Type of Ticket Format of the Ticket Example 1 Request Ticket Start from “SR” SR 1 2 Problem Ticket Start from “PB” PB 1 3 Change Ticket Start from “CH” CH 1 Thanks, Lau
Email responses to tickets
Good Morning, I am looking for a way to have the correct signature name appear in a ticket email response rather than just the default technician assigned to said ticket. For example. I have a technician, a ticket is assigned to her. I reply to the ticket
Updating client-side data
Hello, I have a custom function that checks if all tasks are completed and advances the stage automatically. The data in the call is changed, but the user's view is not updated, unless he refreshes the page manually. Is there any way to make the data
Question about Disable concurrent logon
Good Morning, I have been going through the security hardening suggestions as much as is feasible for our organization, I wanted to use the addin for outlook/365 but now, when I log into one, it bounces me from the webpage, and vise versa. Is there a
Edge and Chrome problem with domain list after first login
Hello, When user want to login with Edge they no longer can select which domain they want to logon to. And see only local authentication in dropdown list. Whai can I do with it?
A query to automatically share a request to a requester using F&FR on Submit
Hello, Under specific security circumstances we must notify a requester about a cyber security incident. Now we share manually the incident request with the requester. We would like to automatically share the request when submit the incident if an specific
Can we able to clone the configuration from one on-premises account to new on-premises account?
We have a customer requirement to clone the configuration from one on-premises account to new on-premises account because they don't want to change any existing set-up in production, so we suggested to purchase new instance with minimum license for testing
Relashionships API
SDP 14.7 has API for add relashionships? api/cmdb/cirelationships return error 3010 module name is not supported. [ cirelationships ] Apidoc has nothing information with relationships.
How to view End User Information (Account name & Location)
Hi guys, Im trying to get a license quote for my ManageEngine SDP and they are asking me for End User Information (Account name & Location). Can someone tell me how to find this information? Im not sure whether to send them my username that i used to
External User
How can allow the external user to create ticket?
Webhook Worklog variable
Hi, I have configure a webhook that notify a third party system when a ticket is created or modified, but i'm looking to get some worklog variables. When you look all the variable with $, only "Request" variable are listed. There's a way that I can get
incident tickets : head of a department
Hi, the head of accountancy departement wants to have access (view/edit) all tickets that employees of his department have created. How is the setup for this? thx bjorn
Applicant can view multiple account template
Is it possible for a requester user to be able to create tickets in multiple accounts within ServiceDesk Plus MSP without the need to create a separate user for each account? Example: We currently manage the following accounts within ServiceDesk Plus
Change opening by the requester on the portal
Hello, In Servicedesk Plus MSP, it is not possible for the requester to open changes through the portal. What are the possible ways that we can get the Requester to open changes through the portal?
API to get all open or on hold requests for an account
Hello is there any way to get all open or on hold requests for an account? for open i found this API request to get the list of open Requests in a particular group (manageengine.com) and it works if i simply change the search field { "list_info": { "row_count":
mark tickets as unread
Hello, is there a way to mark already read requests as unread? Thanks
Cannot login with my admin user
Hello team, I have on-prem MSP SD plus installed and implemented for more than one year. But there was no access to it for a long time and need now to re-activate. when I enter the password it doesn't give any respond , it just refreshes and clear the
Extract Ticket history, description and reply
Hi, I want to remove from the database the following information, ticket history and ticket details. How can I do this? Or what are the tables with this information?
How to add a workstation/server via API with Hard Disks block
I want to add a workstation/server via API with Hard Disks info, but i cannot add that info I read the documentation but i don't know how to do that This is my <API version='1.0' locale='en'> <records> <record> <parameter> <name>CI Name</name> <value>Prueba</value>
Product Roadmap information
We would apricated if you could be better to update SDP MSP product roadmap: ServiceDesk Plus MSP roadmap (manageengine.com) It seems not always to be on sync with releases and the current status on it, also it would be great if you could add the last
Change Template Access Control
Good day ServiceDesk Community, I have different groups of Technicians with different Change management needs, and as such would like to control access to different Change Templates based on the group memberships or technician data. For Example: My ERP
File size on videos in solutions
Finally we have video support in solution, but it says that it's limited to 10 MB videoes? Is it possible to change this limit to like 99 MB as we can do with attachments?
ServiceDesk Plus MSP Reports sent as Zip Files
Hi Team, I have created scheduled reports. The reports are sent as Zip Files Password Protected. In the privacy settings I have disabled File Attachment Password. However it still keeps sending reports in Zip Files and password protected. Not able to
Auto CLose a Ticket when the Approve replys with "denied"
I have a Service desk ticket that has an Approver to option "approve" or "deny" the ticket.. Does anyone know how to automatically change the status of a Service Desk Ticket to "closed" if the Approver "denied" the request? Thanks, Bob
where is the SDP installation logs located in ubuntu 22
Hi Servicedesk Community, I am installing ManageEngine_ServiceDesk_Plus 13004 using ./ManageEngine_ServiceDeskPlus_MSP_64bit.bin -console command and encountered the following error below, any ideas where the logs are located? it's not mentioned in the
Usa a common requester for different Acconts
HI, Use a common requester for several accounts? I'm sure I'm not the only person facing this issue with the MSP product. It is not a unique scenario to have customers, departments, or organizations that share a common requester. Not having a solution
Notifications for changes to the due date
Dear all, Is it possible to send an automatic notification to the requester when the technician manually (Or generally when an adjustment of the DueDate takes place) adjusts the due date? Regards Anish
Upgrade - Skip backup
Hi, How can we bypass the backup requirement during an upgrade to 14600? We have an external database and backup system and I don't want to have to wait hours for the inbuilt backup to run during downtime... Topic with information about skip backup not
How do I retrieve a draft in SD Plus
My SD Plus session crashed / hung on me and a 12-line long or so draft disappeared. When this happens, I have to log off SD Plus, clear the browser cache, close and then re-open the browser (in this case IE 9). This has happened a few times in the last few months. Short drafts are simple enough to recreate but longer drafts are more painful, especially trying to re-write it accurately. My questions: 1) is there a way to retrieve a draft when the above scenario happens? 2) if yes how do I proceed?
api v3 get image from description (notifications or notes)
Hi! How to access the images in the description of notifications or notes? use 14.5 Build 14507 I noticed that I can get an image from request's description, use this request: /api/v3/requests/XXXXX/images/XXX?key=*image_token* but when i try to get an
Service Desk Plus + Office 365
What are the settings needed under mail server settings to configure outgoing and incoming mail settings for Office 365 in Service Desk Plus?
Edit the filter list
Hello, Our SDP-MSP users asked whether it is possible to disable some filter items under 'Requests': Could you tell me in which table these items are stored? Thanks in advance. Kind regards, Kerim Berkeveld
Business rule to share request to department
Hi, I would like to create a business rule that can share a request to users(Not Technician) in a department. The users only need to be able to see the request details. What configuration will allow this? I did not see a business rule action that can
Updating all old tickets Categories with New Category
We are currently revamping our categorization - Incident category, sub category, items. What is the best way to update all of our older tickets(have old categories) with the new categories? Is it possible to export a list of tickets that use an old category
How to I add Fixed price Charges in my Request Ticket
My Customer Service team opened a Ticket on behalf of a Requester who called in with a Slow Computer Issue, While he was working for a half hour to resolve the issue, he saw that he needs a new Network cable. Now My customer service Rep logged a Half
Set Resolution field using FAFR
Hi. Is it possible to set Resolution field using FAFR with custom script?
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