ServiceDesk Plus - Mobile App Questions
Hi, I have a couple of questions about the mobile app. Is there any way we can add our own branding to the app? Is there an easy way to track requests logged via the mobile app? We would want to report on the app's usage across the business etc... Are
API Requests for View All Statuses and Get Transitions Return Incomplete Results
Hello! Current Build: 11311 Browsers: Edge and Chrome tested Transition Buttons Missing In Multiple RLCs involving Multiple Different Statuses Our technicians are reporting issues with Request Life Cycles, where buttons that used to appear in RLCs now
Model change in Requests and restrictions in Scripts
Dear users, Some of the recent modifications we made to the Requests module have caused a behavior change in the application. Asset association to a request will no more be mapped to the CIID. Instead, it will be mapped to the ASSETID. Therefore,
Report generating rows twice
I've made a report to show the time spent per ticket, but if the ticket has multiple worklog entries (i.e. work on the ticket over multiple days), the ticket shows twice on the report. I've attached a screenshot, you can see 1 worklog entry of 15 mins
Help to create a custom schedule function that auto-closes requests.
So I'm trying to make a custom schedule function that auto-closes requests that have the status "Awaiting Requestor Response" and have not received a response in 5 days. But I don't know how to find proper documentation to set it up. I have a report that
Publishing to Solutions
Hello, Is there a way import or publish solutions in SDP? We have allot of documents in Word or OneNote, and it's very hard to migrate those into SDP Solutions. In fact we can't even Copy and Paste because the pictures don't copy over. You have to do
Upgrade from 12.0 Build 12004 to Build 13000
Hello, We are trying to upgrade to the next SD version, and are having problems running the commands. - Current version and build: 12.0 Build 12004 - Next version and build: 13000 - Two migrations away from latest 13002 - Have downloaded the ppm (linux)
Upgrade to 12000: skip forced backup
Hello, looks like -DSkipForcedBackUp_11200=true doesn't work anymore. What is the new option to skip forced backup when upgrading to 12000 ?
Purge only the Job title, Mobile and Phone fields from all users on ManageEngine ServiceDesk Plus, free Standard
Hello, We are using the ManageEngine ServiceDesk Plus, free Standard - Version 10.5 Build 10510, and we need to purge only the Job title, Mobile and Phone fields from all users (requesters and technicians). How can we do that ? Thank you! Flavia Mac
Service Desk plus Intergration error
We have SDP free version installed on a linux machine. we also have paid for versions of ADmanager and ADselfservice on another windows machine. I have been able to do the integration for ADselfservice, connection works both ways. but for ADmanager the
Mulitple Email Accounts
Hi, We manage a couple of different support mailboxes: support@company1.com support@company2.com They both sit on different office 365 accounts. - Is it possible to get them both attached to the helpdesk? At the moment I can only see how to do one.
How can I do task for more than one specialist?
How can I do task for more than one specialist? Or,How to mark the working time of several employees (or department) at once?
[SDF - 71685 ]Send SMS to Requesters
Hi in Servicedesk plus is possible Send SMS to Requesters?
Issues with Powershell and API to 'pickup' a ticket
I'm trying to use powershell to pickup a ticket, I cant seem to find what the 'Operation_Name' for a pickup is. I see the documentation here: ManageEngine ServiceDesk Plus API Documentation Below is an example of how I can retrieve Resolutions using the
Asset Scanning
Morning all, We're currently waiting for an update from Manage Engine regarding seamless integration with InTune but I'm interested to know how other business import assets to Service Desk plus as they physically land from an initial order ie via the
Prevent acknowledgement email from sending to specific email accounts
Is there a way to prevent acknowledgement/notification emails from being sent to specific email addresses when a ticket is submitted? For example, we have some services that send notification alerts to our help desk to create tickets for service outages.
Technician Ticket View | Check "Auto Notifications" by default
Hi, Is it possible to configure the technician ticket view to have "Auto Notifications" checked by default?
Request for Incident Worklog attached to project
Hello I attached some request to a project. Each request has worklog. I would like a request to calculate the sum of worklog time by project Thank you
Project worklog reports
We need to run worklog reports on our projects and we need to be able to filter by the following parameters: Project ID Project Title Who did the work (Worklog owner) The worklog time logged (Time Taken To Resolve) Worklog Start Time Worklog End Time
Server cant start
Server cant start Service works In startout file last one percentage 89 requestscheme is http
Quick Button for 1-Min 3-min 5-min 10-min 15-min worklog entry
Hello Team, Does anyone have a way to make a button or action that will allow us to quickly add a timestamp of a fixed amount to a ticket? Our team is ultra-efficient (if I do say so, myself), but we are looking to shave seconds and "clicks" off the support
How can i limite a service catalog to a specific user role?
Hi, I have a service called "Provision of iMac desktops" and i want to limite this service only to the employees (users) with "UI Designer" Role.
Am I the only one that dislikes the way the ad bar looks?
Am I the only one that finds the advertising bar in SDP petty and a huge distraction? My users often ask why it's there or why didn't we enable PMP etc? I don't know. I can see having it there until you are a paying customer. I am a happy customer - but
Max limit for API results from CMDB
I am trying to create a powershellscript which is getting all users from CMDB and writes it all to a CSV. The problem is that i get max 100 rows in return, seems like that is a limit? Anyone can point me in a direction so i can pull all users from the
Can I add additional required fields to approval requests?
When a request is submitted for approval, is there a way to require additional information? For example when we receive a request to purchase something, in addition to an approval we need to know what GL account it should be charged to so we would like
how to search multiple assets at a time
Hi, Can anyone help me with this, I am not able to search multiple assets at a time, how to search that. 5CD203DW22 5CD203DW21 5CD203DW20 5CD203DV19 5CD203DW18 5CD203DW17 5CD203DW16
Locking closed tickets after a certain timeframe
Hello We rolled out ServiceDesk plus to our users at the beginning of 2022, and our users love it. We do have an issue where users have started to re-open closed tickets from over a month ago for new work, rather than raise a new ticket. I can see that
Store fixed email recipients in templates
Hello everyone, it would be nice to have the option, to store fixed email recipients in templates. We have often to reply (information flow) to another email address. best MT
Mark reply as read
It would be great if you could mark a user reply as read even if you dont reply it. So the red envelope dissapears.
red envelope - mark manually as read
Hi there, is it possible to mark ticket answers as read, to get rid of the red envelope? Problem: From SDP, we are "talking" to other ticket systems which belong to different service providers. So we really often get automated messages from these
Linking Request Ease of Use
Hello! I just have an ease of use request. Would it be feasible to alter the default behavior of request linking? We often have technicians forgetting that linking requests must be done from the parent request, not the child request. When that happens,
Users can't upload file to ticket
Hello, From several days we have this issues when users try to add a file to ticket, access is denied. We try also to server side with the same outcome. We didn't change anything.,we test it to several browsers and the same result.
SAML SSO on index page instead of having to click Log In with SAML link
Hi, Is there a way that we can have the SAML SSO page show up when a user navigates to SDP instead of them having to click on the " Log in with SAML Single Sign On" Perhaps we can have a back door if we need to login with a local account as well. Regards,
How to get technician key
HI How do I get the application URL & technician key?
How to populate tasks details on request description field
Hello team! I found the following script: https://resources.manageengine.com/resources/resource/python-populate-request-details-in-task-title-and-task-description It looks like I need the opposite action, or rather... We use the service catalog function,
Masterclass 2022 - Episode 4: Building a resilient IT asset management process with ServiceDesk Plus (May 26)
Hey there, In the final episode of this season's ServiceDesk Plus Masterclass 2022, we'll talk about how you can streamline your asset management process in a hybrid work environment with ServiceDesk Plus. The following are the key topics we'll discuss
Form Rules for Set Field to Technician
I am trying to set up a form rule that says If a specific building is selected, then assign a specific technician. My form is not following this rule and is doing round robin through all of my technicians. I have each technician in their own support
Tickets by Time Entered
I'm trying to create a time series report that will allow me to see what time of day our tickets are being entered. The idea behind this is to take a month of tickets, and compile them into a line chart that will show us a trend on what time of day we
Custom Query Report from Technician Additional Fields
Hi, I want to report from technician additional fields with their content. Whats should I do? SDP v12.0.07 DB: MS SQL Thanks for helping
AD Full Import vs Delta Import
The Full Import imports all users from Active Directory. Does the Delta Import also import new users from Active Directory every 30 minutes as well? Or just changes? If so, in our case the 7 days is not fast enough and I have to import Full Import
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