How to create two request from same email?
Hi, If I send a test email to two different support groups - it will not create a request for each group. It creates one email for the TO group only. CC group request is not created. As it says in recent readme for version 13010 - it sounds like that
O365 Intergration guide
Hello We have recently installed and started to test ServiceDesk Plus, all looks great thus far, but I am having some issues with setting up email to O365. There seems to be no clear instructions on how this is performed. Could someone point me in the
Changing the status to "hold", make it mandatory check box Shedule status cahnge
When changing the status to "hold", make it mandatory check box Shedule status cahnge (check the box) do not save without setting.
custom trigger setup
I'm following the instructions https://www.manageengine.com/products/service-desk-msp/help/adminguide/configurations/problem_changemanagement/change-custom-trigger.html. I try to create a trigger, but an error comes out: "Check for extra space in executor
Requests page isn't loading after upgrade
Hello! We've upgraded to version 14000 and after that some of our technisians have problems with opening "Requests" tab. It is stuck on loading and doens't show any tickets.
Ability to search and auto-complete the Category / Subcategory / Item fields
We have Category, Subcategory and Item all mandatory in our request closure rules. We currently have an issue where technicians occasionally can't find the appropriate category for a request and so simply file it under Other to get the job done. This leads to inaccurate reporting. I would propose a fourth box (perhaps optional per-template) that allows free-text entry with inline suggestions from all three levels of the tree. If the user selects one, the three fields are populated automatically.
[SDF-100334] Import Request permission
Hello, Please can you confirm how I can give a technician that is not SAdmin permission to Import Requests? They currently only have the option to Export Requests. Many thanks Lisa. SQL Your Version : 13.0 Build 13005
[SD-106632] Request button not working after upgrade to version 14
Swapping to EWS OATH from POPS (Microsoft change) - HTTPS Issue
As the title states, we have deactivated all basic auth (IMAPS, POP, etc...) and will be using EWS OAUTH. Unfortunelty, our redirect URL is http NOT https. Is there a workaround for this other than SSL cert from a CA?
Query to export time spend report
Hi Team, we need an report for time spend in all the modules ( IR , SR , CR, PID) & Generic task as well with available coloums listed below.. please share the query asap Time Spent Request ID (Incident & Service Request) CHange Request ID Problem Request
Change Query Report
I am looking for a change report that would include who the implementor is, Change Type, change ID and status so that we can sort out who is doing what and what status it is at. Really only want in not closed.
RequestLink pointing to old server
Moved SDP from old server running 9336 to new server running 10000 and requestlinks in emails are still pointing to the old server instead of the new server even after removing the $RequestLink placeholder and re-adding it to the templates. Any ideas
Maximum User Desk supported in Free Version
Hi, Is there any limit on the number of user desks it supports in the free version of Service Desk Plus
AUTOMATIC PO TEMPLATE
Does SDP able to make a PO template where we just select a product and then it automatically fills in all the items. So that will save us a lot of time instead of having to fill out every single time because it's the same thing over and over again.
[SDF-77878] Full message chain in an email reply to client / last comment variable
Hi, We are using the ManageEngine service desk pulse (Standard / 5 Technicians / On-Premises). I am trying to get the full email chain each time a reply is sent to the client. So far I have only been able to get the original request but all other replies are
Recurring Reminder for Expired Solutions
We have a number of solutions that we would like to be reviewed on a regular basis. We have the notifications set to remind the solution owner 7 days before a solution expires or is due for review. However, if the solution owner does not remember to
[Free e-book] Solving IT problems using data correlation
Hello folks, We're happy to bring you our latest e-book on using data correlations to solve IT problems. In this e-book, we cover how data correlations help eliminate blindspots and provide 360-degree visibility into IT operations. We also demonstrate
Build 14004 - Custom View Won't Load, Cannot read properties of null (reading 'name')
After upgrading to build 14004 we seem to have a problem only in our production instance, where a custom view containing a filter by requester will never load. Looking at browser console when this happens, I see the following: sdp-requests.js?14004:1
Revert to snapshot failed after upgrade to 10500 failed
Running ServiceDesk Plus 10000 and tried upgrading to 10500. Upgrade succeeded but service would not start even after modifying max heap size. Ran out of time and reverted to the snapshot taken before upgrade, but now service fails to start unless started
Can't connect EWS OAUTH
Hi Team, I hope you can help with an issue we have with the on-premise version of ServiceDeskPlus. Once we save and authenticate the settings we get this message. It seems that Microsoft sees the error 700215 as a client secret that hasn't been encoded
Used Request ID's being assigned
Hello, we recently updated from 13010 to 14004 and since then a small selection of tickets are being assigned used ID's and tickets are not being created. We have a webform on our intranet site, the webform converts the information to an email and sends
ManageEngine ServiceDesk Plus Features Details Required
Dear Team, I need a ManageEngine ServiceDesk Plus Features Details Required
Can't change the order number of an existing asset (workstation)
Hello, When we receive new hardware we always enter the service tag of the hardware (often laptops) and the system will automaticaly create the asset with the po number and the service tag. Unfortunately someone made a mistake and confounded two orders.
Notifying Techs when request count for a specific requester exceeds a threshold
I am Looking to see if there are ways to notify all technicians (via email?) when the total request count for a specific requester exceeds a threshold and resets when the request count goes below said threshold. Not finding anything within the application
Custom Triggers - Email Notification
I am trying to setup a custom trigger for when a certain template is used. I have configured the trigger, provided a name and description and set the Execute on actions to Created. Execute during: Any Time Cascade Execution: execute next rule The criteria
Major issue in detecting Workstations Motherboard model
Hi Friend, We have a BIG problem with ServiceDesk that can not detect motherboard model while we already have this information in desktop central! how can we fix this issue our SDP version 13011 our database MSSQLServer
Asset Colum unique
Is it possible to set a colum in SDP Asset to unique.
SQL Query for technician audit trail
SD+ version 11.3 Build 11311 I am looking here (but can't find anything related) on SQL Queries based on tracking technician activities. Is there any existing SQL query I can use to know who have done what and where (like changing request status, input
SSL exception error when execute custom function
Hi Team, I'm getting error, when try to execute custom function. Please support on this issue. Custom function details in below link: https://pitstop.manageengine.com/portal/en/kb/articles/deluge-script-to-achieve-first-response-sla Error image:
Migrate to a new server
Hello We've tried to migrate the program to a new server following the instructions below: https://pitstop.manageengine.com/portal/en/kb/articles/how-to-migrate-servicedesk-plus-from-one-server-to-another When we try to restore the backup in the new instance,
[API] How to add a conversation through the V3 API?
I'm looking to add conversations, with or without the request_reply type using the V3 API, but there's no documentation available on how to do that. I can add notes, using POST /v3/requests/{id}/notes but I'm looking to add a conversation,
How can a User directly login to the SDP just by accessing the URL?
How can a user directly login to the SDP just by accessing the URL instead of entering the login credentials or by clicking on SAML. The request is, how can we allow a user directly enter the SDP just by accessing the URL? Please let me know how can we
How to import desktop, laptop or tablet in servicedesk plus
Dear All Pls help me. I have imported data desktop and laptop but i don't know why data of laptop transfers Desktop's CI. All data is in desktop's CI
Combining Software with Multiple License Keys
I am starting to get my company moving toward management of our licenses in ServiceDesk Plus (Professional - 9.0 Build 9020). We have many pieces of software that are individual licenses, but that we have many copies of. Is there a way to have the software show up as one item and then have all the license keys under that piece of software? I have attached a PDF to show an example of the multiple pieces of software.
Campos obligatorios en tickets cancelados
¿Existe alguna forma de agregar campos obligatorios cuando se cancelan los tickets? ¿Por ejemplo, la resolución o registros de trabajo? Actualmente cuando quiero cancelar un ticket no me pide ningún campo obligatorio hasta que lo paso a "cerrado". El
ManageEngine named a Challenger in the 2022 Gartner® Magic Quadrant™ for ITSM Platforms
Dear customers, We are excited to announce that ManageEngine has been recognized as a Challenger in the latest Gartner® Magic Quadrant™ for ITSM Platforms. This is the third year in a row we have been positioned in the annual research by Gartner.
[SDF-44999] Watch/subscribe a request
We found quite useful to allow specific users (mostly requestors, as technicians can already do it) to access other requesters' requests. This should be user based and not dependent on department or site. As example, I do not want my department or site
Logs
Where can I add the logs?
Masterclass 2022, Season 2 - Episode 4: Integrate ServiceDesk Plus with Microsoft 365 (November 17)
Hey there, The fourth episode of the Masterclass 2022 series is fast approaching! In this episode, we'll learn how organizations can bring their enterprise service desks into their digital workspaces by integrating with the Microsoft ecosystem. We'll
How to create a service request using a business rule
I am trying to automate a request that we receive via email. Currently when a request is automatically created via email, our service desk manually converts it to a service request using a specific template. After the conversion, they fill in several of the fields and then trigger the tasks defined in the service request workflow. Since the sender and subject are fixed, it is easy to create a business rule to detect it, but how can I convert it to a service request? I tried to assign it to an incident template
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