Add "region" field to request template
Hi, We are currently reviewing our current setup of ServiceDesk Plus to better suit our needs in our organization. Our organization is active in 18 countries around the world, and each country have a number of clinics. In total we have more than 285 clinics. We use ServiceDesk Plus as our main IT Incident reporting tool for end users where the tickets are then dispatched to the Local IT personnel in the various countries for them to action. In most countries there is only one team of Local personnel
[SDF-42294] Resend template
Hello Guys, When we are trying to resend a email sent from a technician to a user (just waiting for an answer for a long time for example) there's no separation between the initial mail and the resend mail, no information about the date the first mail
Requester Permissions
Hi, I wanted to know if there is anyway to allow requesters to edit their own requests after the request has been created and submitted. I realize that you can format templates to allow requesters to edit whatever they want. But once the request is submitted, can they edit it? Jeff
Can I generate this specific report using resources from a request?
I have a Service Catalog template called Employee Onboarding/Transfer that contains resources for the user to input the employee's name. I would like to generate a report that shows the following: Employee First Name Employee Last Name Requester RequestID
Logged in user as a variable for Requester in Filters
Alot of my technicians are asking for how to keep track of their own tickets. They wan't to have a "My requests" filter that shows them when they are the Requester but I'm unable to do so since I can't select "Logged in user" as a Requester.
[SDF-104241] Share request (with other requesters) for users
Hello, maybe I haven't been able to find the right option, so I ask for help: is it possible to enable the possibility to use the "share request" function also to users instead of only to technicians? Thanks in advance for your help.
Request filter question
Hi, Is it possible to create a dynamic custom filter for requests where the logged in user is the requester? As a technician it is difficult to keep track of requests where you are the requester. Basically, make the default filter used for requesters
Quick Dashboard View/Filter
Hi, It would be nice having a filter to quickly change the view of dashboard. Lets say, i'm on multiple groups, so sometimes, in a quick way i wanna know everything from that group. Filter by site it's nice but not enough, having more options it would be nice. Regards.
Custom Scripts are run by Owner of Integration key not by the Integration key
Whenever a Custom Trigger with a script is run the History is updated with the Owner instead of using the name of the Integration Key. In our case that means that the same Technician seems to be in almost every request updating it. We'd like for the Integration
14830 Report Issues
after upgrading to 14830 from 14720 we were not able to generate any reports and the scheduled reports did not generate. Each time any technician tried to generate a report we received the following error message: Sorry, unable to execute the report,
Bulk Fetch email sent date
Hi Service Desk Forum, I have a question regarding importing old ticket emails into service desk. When I fetch these emails, I notice that the creation date of the tickets is automatically set to the time of fetch rather than the original email sent date.
Where is Asset Owner Set?
Is Asset Owner set any place in SDP? All I can find there is the User and Contact Person. If a change request approval is sent to the Asset Owner, how do I set the Asset Owner?
Does not put in the reply to address
Hi I'm testing latest version and noticed that the reply to address is not being auto populated. Unsure if its a new version issue or a database value/setting I may have changed. When I send the same test email to my prod server it auto populates the
support file
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[Free webinar] ITSM and ITOM: Ensuring high availability and business continuity with ManageEngine
In today’s dynamic business landscape, IT infrastructure must be more than just reliable; it must be capable of evolving alongside the rapid pace of technological advancements. However, many organizations still grapple with critical issues like fragmented
Field & Form Rules on Changes
Hi, Team, Although there is the possibility of choosing which users the rules will apply to, using "All Users" only applies to technicians. If you have an end user who has permission to edit the change, F&FR won't be applied to the fields where they are
Contract API with error after upgrading to v. 14.830 (from 14.740)
Hi, Team, After upgrading to version 14.830, one of my scripts returns an error. The same error occurs when using directly the REST API Documentation URL. I'm trying to update a contract additional field (date) with a value: {"contract":{"udf_fields":{"udf_date_17145":{"value":1726614000000}}}}
Expired SDP license
Hi, My SerciveDesk Plus 13.0 license is expired and I am unable to start Managengine SDP 13.0 I requested a new license file today and tried to install it via the run.bat command Unfortunately I get the error theat the license file is invalid. See error
Task Advanced Matrix monthly summary report
We are able to create a great Advanced Matrix report for Requests that shows the count of the number of requests closed per support group per month and would now like to create an identical report but for Tasks. When we select Matrix Reports the Tasks
Project Use Question
I have a use scenario and I'm curious if the Project module will satisfy it. All of our IT equipment runs off of a rotating 4 year lease schedule. Our organization has about 2000+ devices so there is always Schedule reaching its end of life and needing
Check for field change in Custom Trigger
Hi, Is there a way to check for field change (as in FAFR) as a criteria in Custom Triggers? We have a Custom Trigger set up to send a notification to a group email when a request is assigned a specific group. We want to send the notification everytime
mobile client
大家好，想知道网页版是不是自动适配移动设备，因为移动设备打开后，显示页面还是电脑的布局，怎么不下载app就能自动适配手机网页
SD-115664 : The size of inline images in incoming emails is limited to 3MB.
Hi I see in the release notes : SD-115664 : The size of inline images in incoming emails is limited to 3MB. Note : If the inline image size exceeds 3MB, the image will be dropped from the email and the sender will be notified. Is there a way to adjust
Email commands - need for a complete email for changing the support request status by a support rep.
Hello, We use SupportCenter Plus Professional 14.6 . After reading patiently the documentation, I made many tests for using email commands for updating the status of the support requests by the support representatives. I used plain text emails. I searched
Translating Templates?
So we are a multi-language institution. We have a primary language as well as English. When we do Incident Requests Templates or Service Request Templates we mostly do them in English since we have to pick one. But then I noticed that on the Requester
Critical error when running an Advanced Search
Hi, Last week, we migrated our database. The new database server was set up with the same name and IP as the old one, and all the databases, tables and data was all correctly migrated. Doing other searches and running reports still run fine. When any
Deluge: Getting an Requester/User additional field and populate an UDF-field in a request/incident
On Ticket creation I want to run a business rule to get the data from a Requester/User Additional field "Ort" (Location) and populate the UDF-field Campus. When I dump a request to json there is no data under the requester for these additional fields.
Advance Search Returning Error
User's are randomly getting an error when using the advanced search feature. There has been no changes made to service desk.
Report to show usage of Templates
Hello, Could you please provide a New Query Report sql script that will show how many times each of the templates have been used? Version : 9.0 Build 9032 Many thanks, Lisa
SMS Notification to FR Due By Time
Hello ! I would like to ask whether anyone has ever considered a feature that would inform technician by SMS of unassigned requests for e.g. every 30 minutes during working hours? Of course, the SMS would come if there were indeed such tickets not taken
How do I edit an existing ticket?
I am a new user to Service Desk Plus. I recently submitted a SD ticket for my company's help desk and realized that I had gotten some details wrong and had accidentally omitted some details. No problem, I thought. I'll just go in and edit my ticket. No
Masterclass 2024: Episode 8 - Bringing ServiceDesk Plus into the Microsoft ecosystem for seamless ITSM operations [Sept 26]
Hi there, We are excited to invite you and your team to the eighth episode of this year's ServiceDesk Plus Masterclass series. In the eighth episode of the Masterclass 2024, we will cover how to integrate ServiceDesk Plus with Microsoft applications.
no push notifications on android
i just setup a new server with Trial Version. i login on my android phone. create a request but no notification on phone. do i need to configure anything else. i plan to install free version with 5 technicians. thanks for help
Servicedesk plus recognises asset but not user and assumes state is in In Store
Hi, Servicedesk plus is recognising our workstation assets but when it reads the Last Logged in User it is not assigning the asset and the state is shown as In Store. The Last Logged In User is shown as Companyname/First.Surname We have set Asset Auto
How can we populate Server's IP Addresses and auto. set Server Name on Request Additional Fields?
Dear All, How can we Populate Server's IP Addresses and auto. set its respective Server Name based on the IP Address selection on the Request Additional Field's (as shown below)?. Regards, Wajahath Farooq
SDP Release Notes Page Performance
Is there something that can be done for the performance of the ServiceDesk Plus readme / release notes page? I cannot possibly be the only one experiencing issues with it. When I visit the page it causes my entire computer to bog down for the ~40 seconds
[ERROR] Change CreateTime when change status to ONHOLD
Hi team, I have a problem that somes of my request change CreateTime by users. But I have a rule to Disable CreateTime by users. and this usually happens when they change the ticket status to ONHOLD. I think this is a Bug. Please check and fix this for
AssetScan via QR-Code for SD+ OnPrem
When will asset scanning by QR-code be available for Servicedesk PLUS OnPremise? Aware that is is already available OnDemand, so it should be relatively easy to implement in OnPrem as well.
Assests, Proxmox as a Virtual Host
The asset scanner only sees Hyper-V and VMWare as Virtual Hosts. I would ask that Proxmox be added as a Virtual Host as well. This shouldn't be too difficult. Proxmox not only has command line tools to list QEMU VMs and LXC containers, as well as pull
Consultation on Limiting Fields to 50
Hello This field is limited to 50. How can I expand it or solve it
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