"Request does not fall under your permitted scope" --
Hi, Is there any way to disable this message. I'm simply assigning the ticket to another group within the same site. This message only comes up when I assign the ticket via this method The ticket does get assigned but the tech will have to press browser back button then refresh the view. Not great. Does not happen when I assign the ticket from the requester details form. Thanks
Prevent editing the requester
Is there a way other than FAFR, to prevent technicians from modifying the requester on a request? i would have thought unchecking “Edit Requester” on the roles would accomplish that. But that is not the case in build 10020.
How to dynamically populate Change Management role?
Hi - I have set up our Change Management roles to prevent the Change Requester from having edit permissions on the Close stage, and I created a new role called "Change Closer" to fulfill the role solely of closing changes. The idea is that this person must be different from the Change Requester. However, I cannot seem to dynamically populate it when the Change ticket is submitted. Ideally, I'd like to open the form and based on whichever user is in the Change Requester field, choose one of their
Solution acknowledgement
Hello, Is there a way to have users acknowledge whether a solution worked for them or not as part of a resolution? Ideally, if they say no, it appends a note to the ticket stating that the attempted solution failed and the ticket requires additional troubleshooting.
Email to ticket with template
Hi, I'm looking for a requirement where in I will send an email to servicedesk@comany.com and the subject will contain the word "Phone" when this email reaches the SDP can it lookup the subject and associate the template by the name Phone and create ticket with mandatory fields filled as per the template? is this possible?
( SDF-49935 ) Project Gantt View: Ability to view Milestone tasks
Minor enhancement request for the ability to view and edit Milestone tasks after clicking on a Milestone from within the Gantt view. Currently when you click on the Milestone on the left sidebar, the Milestone details open but the list of associated tasks is not shown (Task tab).
[SD-77879] Unpicked Request Notification and Assign Technician Only After Approval
Hi Everyone, I have a question about how two features in ServiceDesk Plus interact. I currently use the setting "Assign Technician only after Service Request Approval" for many of the Service Request templates we use in our organization. This has been working well for us, and only assigns the request to the technician once it's approved. We are also planning to implement "Send notification to technician(s) when a request in this group is left unpicked" for our support groups. This is to ensure the
Please sort survey responses by Response Date DESCENDING
We heavily use the survey response feature in SDP. However, whenever we go to Admin > Survey Reports, the responses sorted by Response Date ASCENDING by default. Can you please change this to DESCENDING so we're not having to click the Next button 500 times or having to constantly select a Start/End date? Thanks!
SSL Certification install for Https portal SDP 10012
Hello Team, can you please help me with guide line how to install put ssl certificate on servicedesk portal so that we access our public service desk portal through Https link, build 10012. please guide me, Thanks Regards, Subrata Pradhan
Update Service desk from 9426 to 10
i am using 9246, postgress im trying to update. im using the uPMG.bat since my previus version was on mysql. i stopped the database and service, but when i want to update this, im getting this message.
How to export-import PLSQL data from one server to another server
Hi, I've tested all functionality in my test server and now I planning to move all data and etc from one server to another server. Anybody helps me that how to export and import PLSQL data. Thanks,
Custom SQL sentence
is it possible reopen a ticket with its previous stage? If a ticket was in status: feedback, and a technician changed the status to closed, can with sql revert that?
Request does not fall under your permitted scope.
Hi ManageEngine, The technician have picked up, added 1st note and edited the status for the ticket. Then today the technician tried to change it to Resolve but can’t because the ticket is still unassigned even though the technician have picked up. After that the technician edit, choose her name and saved but suddenly she can’t see the ticket anymore. Please help to check. Similar issue happened before, is there any step that she did wrongly?
Trouble with outgoing mail config
Hi, I installed Service Desk Plus (free version) on my laptop to try this software. it was allright, but on the mail config, I have a trouble with the protocol SMTP. With the incoming config hasn't problem, but when I try an answer a request, the module notify an error and not work. The bussiness mail work in Office 365 through a reseller. If I configure with EWS, the system notify an error about a permission of the mail to answer the request. I will attach a support file for your analisys. Regards,
Template tasks in API
I am having trouble creating requests using the V3 API which include tasks created from template tasks. I have tried adding the "request_template_task_ids" field to my request JSON and including the task IDs to be created, but this produces an error. Is there any documentation or examples of how to properly use this? I am able to create the request successfully, but the task portion causes the error.
User Issue
Dears , I have an issue that During changing requester to a technician the system stopped for unknown reason , the user is not showing under requester nor under technicians Tab. The User can Login & open requests , I need your help it's very Urgent. I am Using SDP 9.4 Build 9425 MS SQL 2008 Thank you
SD doesn't start after restore DB
Hello, I'm trying to move my old ManageEngine server to a new one. The old server specs : old installation upgraded until build 9011 with MySQL The new server specs : New installation, build 9011 with PostgreSQL When I try to restore the DB to the new server, the restore complete successfully but I can't start the SD Server anymore. Could you help me ? Thanks, Kevin Baugnet
Restore from MYSQL to POSTGRES just stops and ServiceDesk doesn't start.
I'm trying to restore SD onto a fresh serve: Old Server = Win2008R2 /MYSQL New Server Win 2016 / POSTGRE / AV & Firewall Disabled Both on version 9335. I've completed a fresh install, start, confirmed it works. I then run: shutdown.bat (wait 1 min) RestoreData.bat Select my .data file. Select YES for production install. The window is up telling me restore is in progress. Then it disappears (it doesn't say restore successful), and I've left with the CMD window. When I run the RUN.bat I get: ServerContainer
Show Contract to users
Hello, I was wondering if it's possible to show the Contracts section also to normal users othen than technician. I can't find where I can enable this option if present. Thanks.
(SD-70065 )"Request does not fall under your permitted scope" when requester opens own request
Hi We have a requester who can't open a single request, when the request is found with the search tool. If the requester open the request from the link provided in an email, there is no problem viewing the request. No other requester or technician have this problem, and it's the only request (that we are aware of), that have this problem. We are running version 9400.
SSO on Chrome
I have SSO working on IE, it automatically log in users in the application, but when they try to do the same in chrome a popup appears to enter credentials. How this can be fixed?
How to modify existing widgets?
Hello, I need to make the Home page more useful to my techs by changing or creating a new widget to show their tasks/requests. For example: My Tasks, seems to only show tasks that are assigned to the technician, but i want to modify this so it will also show tasks assigned to any of their groups. My summary, I would like to modify this so it shows Active Requests assigned to the technician or their groups. My approvals, this does not seem to show approvals for Solution articles. Is there a way
Shopping cart in Self Service portal?
Hi, When will a shopping cart be implemented in SDPlus Self service portal? Like i.e. ServiceNow self service portal. The current portal is very static. See attached picture.
Mobile App & Security with ServiceDesk Plus On-prem
We've recently implemented Service Desk Plus, and from what I can tell, multi factor authentication is not supported. We have a strict rule in our organization that services can not be made publicly accessible without either MFA or the requirement of mobile device registration (intune) to access the reource. I can get the mobile app to work via Azure application proxy with passthrough authentication, but without MFA this is not an option. Using Azure proxy for pre-auththentication works for browser,
create a report that selects any (random) 10 opened requests
Good afternoon. Сan you help me create a report, that selects any (random) 10 requests that opened on any engineer? I need a report that includes any (random) 10 requests that opened on any engineer. Columns: ID, TITLE, Author, description, Specialists. Thank you
How to display an "additional user field" in the criteria for Business Rules
Good afternoon, I would like to know if it is possible to show an additional field that I have created for the users within the criteria of the Commercial Rules. For example: City field I need for example to create a commercial rule so that all the cases that are opened by the users of "Colombia" of the City "Bogotá", are assigned to the group of technicians who attend only in that city.
Message in Approval Stages
Hi When i try to add 2nd approval stage with 1st stage still pending approval, it allows to only add the name of the approver without any message. Whereas if the the 1st stage is approved i am able to add the name as well as a message to the approver. I am not sure if this an issue or the normal behavior , please clarify. Regards Rayeez
The variable for the person who reply the request
Hi guy. In E-mails Templates for: Replying to a Request, I only see the variable for the technician, requester ...there is no variable for the person who reply the request. How to add this variable?
Pick-up tickets by email
Trying to get the pick-up by email commands working, but all it does it append the ticket. Using the following parameters in the email - Re: Request ID ##241## has been appended with your most recent comments. To : helpdesk@company.com @@Operation=Pickup_Request@@ @@Workorderid=241@@ Any suggestions?
How do configure sql server connection when encryption is required
My SQL Server database (2016) requires encryption for connection. How do you update the database Params file to support this? I have tried ssl=require and ssl=authenticate.
[SDF-71500] Admin Tab Security
it would really be helpful to be able to give permissions to technicians to only certain areas of admin tab. Project managers can add statuses or types we (admins) have to do it for them. There are many other areas like this as well.. is this feature coming or is there a work around?
Response & Resolution Notifications for specific SLA's
I am looking to enable notifications when specific SLA's (not all) have fallen past their Response and Resolution due by dates, when these dates/times have been entered manually by the technician. Is this possible at all?
Hide "Add Note" option for users
I want hide "add notes" from requesters. And I made changes according this KB: https://pitstop.manageengine.com/portal/kb/articles/hide-add-note-option-for-users But in last SDP versions this doesn't work. It there some way to accomplish in version 10500?
[SOLVED] 10500 Update issue with custom certificate
Update kept failing just before the database (SQL) update. When I switched the server.xml back to default the update went through but with either that one left in place or the one calling my cert back in place the server never gets beyond server started............... suggesting something not right in the server.xml?
MS SQL Server 2017 Support for ServiceDesk Plus
Does SDP support MS SQL Server 2017? Also, is there a recommended edition (standard, enterprise) going forward? Current version: 9334
Scanned Software
Hello, How do the Software section work? We see 15 installations for the below software. But, when we select the Installation tab, it shows no installations But, when we check the History, it shows that it was installed 15 times on same computer. Is there where it gets 15 installations. The software is no longer on that computer, so shouldn't it read 0 Installations for the software.
Unable to assign tickets to technicians
Hello, I'm currently in the process of setting up the free version of ME ServiceDesk Plus to use with our college and I'm having some problems with access rights. At the present time I've been able to configure the system and start creating indecent templates but technicians who open tickets are unable to assign them to anyone. The dropdown/fields to be able to assign a ticket arent showing up for anyone aside from myself. I've checked the account settings with my counterparts and everything appears
Change Workflow - Change Manager role ALWAYS receiving a stage change notice
Hi – If I have someone in the Change Manager role they get an email every time the change changes stage/status *even when the workflow is configured not to send notifications to the Change Manager role*. Example: Ticket is submitted in “Submission / Requested” stage and status, with myself as the Change Manager, and stage/status transition email is sent to the Change Manager. That template is defined in the Stage / Status configuration but for notification it says ,"Configure roles to be notified
Anyone know if its possible to get tickets that are open for a asset thorugh API?
Does anyone know if its possible to get the open tickets for a given asset through API? i'm wanting to create a little dashboard for my team that shows up when tickets are open for some assets. Currently we have to browse to assets, find the asset, then view requests to see them. I'm hoping to just pull back how many open tickets there are for a given asset as shown in pic below.
Query open requests sorted by priority on a certain date
Would it be possible to query the total number of open requests on a certain date sorted by priority? Version 9.4 Build 9400
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