Assets Explorer
In Assets Explorer, what is the difference between "computer detected" and "computer inventoried"?
Operational Hours Migration Data Inconsistency - 15200
Hello! We're trying to update a test installation and encountered the issue in the screenshot. I tried to write to the specified address, but I did not receive a response. We are using a dedicated MSSQL server. Best regards, Alex
Request to Know the Column Table
Dear All, We have a Picklist Type created with the API Field Name as "udf_pick_20413" but we would like to know in which Table currently it is being stored. Our current built of the Application is 14980. Please note, we are using SQL server as a Database.
CC emails in AssignOwnerNotification
I have the on prem SDP version 15.1 Build 15130 How can I add CC field to the AssignOwnerNotification template
Auto Share
Hi Is it possible to auto share a request so that two different support groups can access it?
Restricting Admin Access While Enabling Helpdesk Configuration Capabilities
Use Case: Requirement to grant administrative access for helpdesk configurations to perform operations such as creating new incident templates, modifying SLA rules, updating the priority matrix and other related operations. Scenario: A technician needs
[DidYouKnow - 50] Global Variables
In ServiceDesk Plus, Global Variables enable administrators to centrally store and manage reusable data such as API tokens, webhooks, email addresses and integration settings making it easy to reference them across notifications, webhooks, automations
SDP build 14900
Hi i created a template in service catalog but I want the requester name to be auto filled but I couldn’t do it as when I move the mouse to the name filled it show a red icon 🚫 like I can’t edit this filled. i am sdadmin and have full control. i tried
@name, firstname doesn't resolve in notes
sometimes technician's names are not resolved to mailadres in notes although the name was listed in the dropdown. There is only one user in de database with that name.
Audit log error on 15.260
After upgrading to 15.260 we get this message regularly: Does anyone experience the same? /Rasmus
Change as Requester in Custom Function
Is it possible to change roles for a technician or remove the technician role from a user? I am working on a workflow for offboarding users in SDP On-Prem 15240 and would like to automatically remove the permissions when a technician is being offboarded.
Email Id(s) To Notify
When a user goes to a ServiceDesk (SD) generated form to submit a ticket, the “Email Id(s) To Notify” field does not currently do a lookup of known users that staff can select from, which means they have to manually – from memory - enter the email address(es)
How can files be protected from Unauthorized Access?
Password encryption for File Protection is essential to secure sensitive business and user data from unauthorized access, data breaches, ransomware attacks and compliance risks while ensuring overall data security. Do you know if this can be achieved
Is there a connector between Power Automate and Servicedesk Plus On premises?
I just found that there is a connector for Servicedesk Plus Cloud and Power Automate (https://learn.microsoft.com/en-us/connectors/servicedeskpluscloud/,) but, can we use the same for On premises version or how do we achieve this?, We are exploring external
Populate picklist with external data
Hi, I am currently working on building a request workflow that needs some drop-down fields that are going to be populated with data accessed via REST API, I am aware that custom schedules can send API Requests to external services via python or deluge,
Selecting of Approvers
Feature Request: Ability to add approvers to incident templates the same way it is for service catalog templates. Should not have to create individual workflows to accomplish the approval of an incident template based on who the approver would be when
[ForYourInformation -61] Business Rules for Notes
In the past, several use cases required notes to be automatically marked as the first response and displayed to the requester. This enabled technicians to acknowledge and work on requests while avoiding first response SLA violations. Earlier, this functionality
CMDB Business Service Not Showing in “Connect Service” & Inactive/Deleted IT Services Still Visible
Hi, I’m facing two issues in ServiceDesk Plus CMDB: When I create a Business Service in CMDB and try to link it from Asset (e.g., a server) via Add Relationship → Connect Service, the Business Service does not appear in the list. However, IT Services
Licenses
Hi all, new to SDP, I am looking for a way to find out how many of the client licenses that I have purchased, and have installed currently.
Configure SLA
Hello, We would like to configure the following in the SLA: Major (critical service degraded) • ⏱ Response: 1 hour • ⏱ Resolution: 8 hours / same day Request / Support • ⏱ Response: 24 hours • ⏱ Resolution: 3 to 5 days Has anyone encountered this issue
Allow SDAdmins to sign out users with active sessions
Under security, if we enable " Disable concurrent Login" there is not a way to sign out a user who closes the browser without logging out, browser crashes, computer crashes. The only way to clear so they can login again is to restart the service. Because
How Can we Stop Creation of Child Task if the Parent Task is Canceled through the Request Workflow?
Dear All, Is it possible, through the Request Workflow, that if we have associated three (3) tasks with a Request where each of those tasks is dependent on the other (i.e., Task 2 or Task 3 will not trigger unless the Parent Task is completed), and if
[DidYouKnow - 49] ServiceDesk Plus automatically conducts periodic checks to monitor network and database latency
Staying a step ahead matters, anticipate and act early instead of waiting to respond after the fact. Similarly, in an application, it is critical to identify potential issues and address them early rather than reacting only after problems begin affecting
Two groups same email
Hi Is there a way for the same email to create a ticket to two different groups? For example an email comes into group ABC@email.com - I need the same ticket created to groupABC and groupZZZ. I dont see a way to do that in business rules.
Remove Category and Description from reply
When replying to a request, the ServiceDesk automatically adds in: "Category: Description:" How do I stop this from automatically being added?
Email Requester from a Task in an Incident or Service Ticket
I swear we use to be able to email the requester from a task at one point. Example: Ticket technician creates a task for another technician to complete. The Task technician needs to email the requester. If send email from the ticket, the ticket technician
Employee field lookup in Form
I'm working on a Vendor account creation form, and one of the fields that is required is Vendor - Responsible Employee, I would like this to be a lookup value of all the users in ServiceDesk Plus, what is the best way to perform this function? I'm on
Select field for refer lookup fields
Hi, I don't remember which version it came in but I see that we now are able to create additional fields that refer to other tables (Users, Technicians, Vendors etc.) natively in the Additional Fields configuration. I have started to test this in some
Asset Bookings - No Technician Notifications
We were very excited to see the release of the Asset Booking module but we've unfortunately hit an issue right at the start. How can we notify technicians that a new booking request has been submitted? There are some triggers that can be enabled in Notification
Multiple ServiceDesk instances integrate with single endpoint central
Hi, If I have multiple ServiceDesk instances in same server, that required to integrate with single Endpoint Central. Purpose: aims to manage the assets in different instances in SDP. Is it compatible?
[DidYouKnow - 48] ManageEngine ServiceDesk Plus On-Premise complies with FIPS 140-3
What is FIPS 140-3? FIPS stands for "Federal Information Processing Standard." The version FIPS 140-3 is the latest U.S. standard for validating cryptographic modules used to protect sensitive data and it has four security levels. Level 1: The cryptographic
Importing assets into ManageEngine
I'm fairly new to asset management on manage engine and I am currently trying to import a list of workstations from our current inventory manager. I have the data in csv format, and I manually import it and match up the fields. For each user assigned
Add Date Filter Criteria in Custom Reports
We need to be able to run reports based on date fields less than, greater than, etc. compared to a dynamic date (ex. current date). The Data Filter options does not have Less Than, Greater Than options but Advanced Filter does. Advanced Filter does not
Timesheet Feature
Need true timesheet feature for technicians to track and manage their time for their full workday. Leverage the Worklog entries that pre-populate the timesheet for the day worked. Allow technicians the ability to make direct entries on the timesheet that
Help producing a report
Hi, I need help producing a report similar to the dashboard widget "Request Summary". The report need to show amount of incoming and resolved requests for a specific support group , and any requests with expired SLA. Preferrably with a similar graph
[ForYourInformation -60] Special Operational Hours
Several enhancements were included for Operational hours in build 15200. In addition to these, a long sought feature "Special Operational Hours" was also introduced designed to handle planned periods of reduced team capacity without distorting SLA performance.
Query results not complete
Hi, This query (once received from you) gives results till 2022. Newer requests are not displayed. Can you provide me a new working one? Thank you SELECT wo.WORKORDERID "Request ID",aau.FIRST_NAME "Requester",dpt.DEPTNAME "Department",wo.TITLE "Subject",ti.FIRST_NAME
Allow checklists to associate to a task type
We have a use case that it would be amazing to be able to associate a checklist with a task type. IE: Task to setup a new employee's computer, where the checklist supports the task and be completed before the task can get marked resolved/closed.
Building Flexible Access Control for Collaborative Ticket Management
Use Case: Cross-Scope Ticket Access for Non-Technician Users (Requesters). A user requires visibility and controlled access to tickets that fall outside his access scope in ServiceDesk Plus. Scenario: An HR user (non-technician) needs the ability to access
Jira Widget doesn't show Jira projects
Hi, Team, When trying to configure the Jira Widget on SDP, after following the steps mentioned on JIRA Custom Widget, we defined the custom service and the connection with the correct name and token. Although the connection has a green icon, which suggests
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