Reference Entity field (user) doesn't retrieve name in script
I posted about this before but the issue seemed to disappear so i deleted the thread. However, it seems to have returned.. Build: 14930 We have created an additional incident field which pulls from the User's entity with "Primary email IS NOT empty" criteria.
Change site name - how to?
Hi ALL. We use SDP 14840 with AD sync. Currently Requester's site name is syncing from AD (field name = office). Site Manager has access to all Requests of own Site. Sometime we need rename Site. We do all changes in AD side and after some time new data
How to edit relationship attributes
Hello dear forum :) We are using licensed servicedesk standard for years now. At the moment I got a test license for Servicedesk cmdb to be able to document our a IT services. I did some testing. I created a new CI item and also some relationship attributes.
ServiceDesk Plus Notification for Ageing Tickets >15 Days
Hi Team, Is there a way we can have this feature in ServiceDesk Plus? Either: 1. Each of our Technicians will receive a report on a weekly basis that says "Hey, this ticket is more than 15 days. Please check." and there is a table or ticket numbers displayed
Can't edit software license in ServideDesk Plus
Hello, we are trying to edit a software's licence in Service Desk Plus, but it has expired, but when we click on edit the page goes blank and doesn't show anything. What could be causing this?
Connector port 24 does not exist in Stage_Close_6_6 statement
Dear team, I am encountering an issue in the workflow configuration where a connector is referencing 'Port 24,' which does not exist in the 'Stage_Close_6_6' statement. I’ve reviewed the workflow but couldn’t locate or resolve the error. Could you please
Great ideas to get ahead of ServiceDesk Plus!
You must know SharePoint. This software has an internal social network that helps organizations to manage their internal communications, information and programs more easily. It will be great if ServiceDesk Plus is equipped with internal social networking
Report on ServiceDesk Plus App Usage
Hi, Would it be possible to generate a report on the usage of the ServiceDesk Plus app? We would like to see which users log in, how frequently they do so, and, if possible, the number of tickets they create or edit within the app. Best regards, Ras
Query for asset state change in last week
Hi, I am looking for a query report, where I can check which assets state were changed from In Store to In Use in last one week or last one month? Thanks!
Maintenance Reports
Hello, I need to have reports of the maintenance tasks that have been performed and also of the ones that are schedule (for example for the next month or year), but in the reports I can't find any report template related to Maintenance. How can I get
Resizable States in Request Life Cycle
Please let me make states bigger with more connection points
Obligation de réponse d'une enquête (survey)
Bonjour à tous, Je souhaiterais savoir s'il est possible d'obliger le demandeur d'un service que le fichier ne soit pas fermé si le demandeur ne répond pas à l'enquête? Après la résolution, l'utlisateur doit répondre à l'enquête pour pouvoir fermer le
Service Request Quantities
Hi team, Im currently revising a number of our templates starting with service requests. Once thing we would like to be able to do is allow our users to raise a single request for multiple items in our catalogue (i.e. 5x Visio licenses or 10x Laptops),
[Free webinar] How to design the perfect SLA, SLO, and SLM compliance dashboards
Hi there, IT teams today face mounting pressure to deliver top-notch operational reliability, service accountability, and customer satisfaction. But without clear visibility into crucial service-level metrics like SLA, SLO, and SLM, this can feel like
First Call Resolution Feature Proto Type
Hi All, We have come up with a proto type on the First Call resolution feature and we would like to validate our idea with the real world use case of our customers. So please share your thoughts on the below idea on FCR. FCR : FCR stands for 'First Call Resolution' / 'First Contact Resolution' and it is about addressing customers issues with solutions over the first time contact. Benefits of FCR : * Could be one of the metric to gauge the Technicians knowledge / Skill / Expertise. * Could
Case synchronization between ME SD and third party tools
Dear Guru, I would be very grateful if you would be kind enough to help us with two questions: 1. The synchronization between two systems. We use two systems as Incident Management and Change Management: - Case Management - Service Desk (Manage Engine)
Request Timer Actions - Additional Date Field - Trigger Email
Hi, We have an Additional Field - Deadline date, this separate deadline to the SLA Due Date, so I can't use SLA alerts. I need to trigger an email 7 days before the set Deadline Date on the template. I've configured a Request Timer Action - After Rule
how to email tech when request is resolved or closed
Does anyone know how to enable Service Desk to email all techs when request is resolved or closed
Build 14930 - Additional Field "Allow numbers only" validation failing due to leading zeroes
We use an additional field for inputting employee IDs. Those IDs are a fixed length with leading zeroes. We have never had an issue using the "Allow numbers only" validation for this field, as all of the individual characters in an employee ID are numbers.
Gestion des Problèmes
Bonjour à tous, Je souhaiterais savoir s'il est possible d'exporter ou de récupérer les catégories associées aux problèmes sur servicedesk plus s'il vous plaît? Nous souhaiterions récupérer les informations suivantes : - Categorie - Sous-categorie - Element
Left requests panel refresh bug
Since about 2-3 updates ago, when viewing a request, the list of requests on the left hand side is not being refreshed anymore. I always had the refresh set to the following and both, the main list of requests were refreshed every 3 minutes and the list
Cannot Find Email Template for Incident Status Change
I am looking for the template that notifies the technician of an incident change of status. I lave looked all through Automation > Notification Rules and just cannot seem to find it. I know I have modified it before but I cannot find it now. Can someone
Search Additional Fields across Multiple Templates
Hi All, Common Fields in Service Desk are the ones that can be used in multiple Forms/Templates and so I was wondering if there was any way to search what fields are used in what Template. For Example: Let's say that a Common Field such as 'First Name'
Due date
Hello everyone, I have two questions about the use of due dates and actual end dates please? 1/ Is it possible on Servicedesk if the requester sends an email with a copy of the service email address and the due date is automatically retrieved in the system?
Change approval history
Hello. I am just starting to use the Change Module and am having some problems finding the correct information in the history, specifically approvals. In the approval summary, it doesn't appear to list who did the approving. In my example below, I have
Please make it possible to disable or skip Details in Change
Details in Implementation is used for showing Additional Fields. For us it's always empty. Please make so that if Details are Empty don't show it, just jump to Tasks instead so that it's obvious that there are tasks present in this stage. I'd rather not
Add date on daily task - Maintenance
Hello everyone, We have created automatic tasks in Maintenance and we would like to add a date in the title if possible. This is a daily task of an IT support as shown in the following screenshot: And we would like to add a date Example: Eric Daily Task
The problem with the updated version to 14600 "The patch cannot be applied further as some exception occurred during pre-validation. Hint Refer logs for more details."
When updating ManageEngine SDP using the console to version 14600 from version 14505, it writes an error "The patch cannot be applied further as some exception occurred during pre-validation. Hint Refer logs for more details.". I also provide information
Mailbox is not accessible
Hi all, On the Incoming Mail Server Settings, there is error "Mailbox is not accessible : "Error while connecting to mail server.". In the meantime, mails will not be fetched in the mail fetching schedule." No issue on the Outgoing setting. i just recently
Send email to all users when publishing an announcement
How do I send an email to all users when putting out an announcement rather than having to select every single user one by one which is not feasible? Thank you
Error changing any option in General Setting - Advanced portal settings
Hello, When I change any setting, appear a allert in the browser saying (sorry, it's in portuguese): In english: If you change the alias URL: SAML authentication will be disabled and service provider URLs will change. To turn authentication back on, you
Exception occurred while checking url reachability.java.net.SocketTimeoutException: connect timed
I am getting this error when upgrading from version 13 SQL Database. What does Exception occurred while checking url reachability.java.net.SocketTimeoutException: connect timed out at mean? -------------- Jan 24, 2025 7:10:24 PM [com.zoho.tools.util.NetworkUtil]
database file size and log file size increase drastically!
I’ve encountered an issue during the restoration of a backup using the following command. restoreData.bat --dbmigration During this action the database file size and log file size increase drastically. Why does this happen? The database is originally
Pending Request - Properties Field
Hi Is it possible to remove fields from the Properties section of a Requesters pending request page? e.g. remove Impact, Urgency, Item
How can I include the custom defined field value in my query?
I can add a request by sending the following JSON to API: { "request": { "description": "request description", "requester": { "id": "6906", "name": "Leo" }, "subject": "Time off/Over time application", "template": { "id": "3906" }, "udf_fields": { "udf_pick_5706":
Can't export reports that contains graphics
Hello, since upgrade from older versions to latest, we have some exports (PDF, XLS...) that stucks un "generating". The same report without graphics is exporting correctly. We have no 14.9 b30, SQL Server... Thank you.
LDAP
Hi Is it possible to use LDAP authentication without importing the users? Thank you
Change Workflow doesn't respect Closure Rules
In our Emergency Change workflow, we go as fast as possible to Stage 4 to implement the change, then we go to Stage 3 to Approve the Change and make it permanent or decide if we need to do a rollback. We've set Stage 4 to require all Tasks to be completed
Création ticket en double sur servicedesk plus
Bonjour à tous, Je souhaiterais avoir votre aide sur ce sujet s'il vous plaît : Peut on paramétrer sur servicedesk plus si un ticket est adressé à deux groupes et au lieu de créer deux tickets identiques par groupe, une tâche sera créée automatiquement
Project Scheduled End Date within business hours
Hi, First query, when the Scheduled End date on a Project task is set based on Scheduled Start date, is it only using the Estimated Effort to calculate this? Example above has set the scheduled End to 20:00 even though the Schedule Start is 10:00 and
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