How do I create a Service Request from a Service Request?
Sometimes people bunch up orders and we want to create separate Service Requests for the items they have bunched together. If I have a Incident-ticket I can go to "Actions->Create Service Request" and there get the correct template and fill it out, it
How to use Resource fields in RLC notifications or notification triggers?
We're using SDP 14700. We have several Service Catalog templates created with Resource fields that are entered by the requester. We would like to send out email notifications using RLC or custom notification triggers, but it seems we cannot include data
Service Desk Plus email deletion when fetching
Hello all, I'm due to begin testing SDP shortly, and I wanted to check with the community on something that we may need to deal with. Does Service Desk Plus still delete emails from the monitored mailbox when fetching mails? If so, what methods have other
Add Note To Request Automatically on Submit
I have created a service catalog template that I originally enabled the section "Use this area to display a short description or any instruction, notes, or guidelines for Technician." I had wanted to use this to give directions to the tech on how to handle
Auto assign ticket to technician on email response
We are trying to setup a rule/trigger that auto assigns a ticket to the technician who responds to an email request from Outlook. Workflow Idea: - A user submits a request to the ServiceDesk email address - A ticket is automatically generated and sits
Users view of other's tickets
I know that you can set a user to be able to view tickets by department or site. However, many of my users oversee several departments and sites. Is there an option to set up a user to view the tickets for multiple departments or sites?
SQL QUERY REPORT
hi i wanted to make a query report in the SDP version 14630 and the app returned this error .:: java.sql.SQLException: java.lang.Exception: Exception during getConnection from pool Exception occurred during get connection from datasource Check logs for
See what templates an additional field is used
Hi, is there a way to see where an additional request field is used? A query for example? I would like to clean up some additional fields that are not in use anymore. But i have no way to tell if they are added in a template. Build: 14006 Database:
How do I set a category as inactive?
We're setting up new categories, and want to disable some old ones. In the category wizard, there is a note: Note : Inactive record(s) have been marked in grey color. Old forum posts also suggested deleting a category or suggested that deleting should
Chat Queries
Hi Team, Chat is an excellent addition to the tool. I have a few queries on the tool. Can you please help me with it. Can I select a default group, say helpdesk team to handle initial sessions. Close and Create request, will not override my existing business
Service Request Approval Status "To Be Sent"
When Active Directory Users blank "Manager" (don't have reporting line yet). After requester raise ticket, "Approval Status" is "To Be Sent" but ticket "Status" is "Open" and SLA also running. It should be automatically set status "To Be Sent" and stop
How to sync users with 3rd-party CRM software
Hi, I want to use SDP as customer support solution. We have more than 5000 users. We provide internet for customers. Now I want to integrate or sync customer with 3rd-party CRM application. CRM application developed by our team and not famous CRM. I don't want to export XLS from CRM and import to SDP. Do you have any solution to integrate or sync customer with SDP from 3rd-party application? SDP 11.1.27 DB: MS SQL Thanks for helping
Sync Announcements in SDP to some Chanel in MS Teams
Hi ALL. We need sync some type of Announcements (from IT) in SDP to similar Chanel in MS Teams - How to ??
How to create a Request in another system with steps and procedures?
Dear All, We are using our Service Desk Plus to create a request manually by the HR for Employee Onboarding and we would also like to create another request automatically through API's in another system which has a similar form with similar fields, Count
How to Auto. Update "E-mail Id(s) To Notify" with the recipients sent by Technician?
Dear All, If I am replying to a Requester through the request and adding another recipients (To) while replying, how can we auto. update "E-mail Id(s) To Notify" (Field) to have all the same recipients added once the technician have sent an email? Regards,
No Survey sent automatically nor manually
It won't send a survey automatically and when I try to send manually, I get a "Survey not sent due to request mismatch with survey conditions" message. We have several instances running in ESM. This is the 2nd to last instance setup. There are no exclusions
Multi-line Field Search
Is there a way to search for information that is found on a Multi-Line field on a form? I've added the field itself to the column list but it just shows up blank, so I assume when reviewing request it doesn't pull that information in order to speed things
Send JSON Payload from Dynatrace to Service Desk Plus On-Premise
Hello everyone, Does Service Desk Plus On-Premise support integration for problem notifications with the json format? So, I have a Dynatrace for my monitoring tools. The expectation is that when an issue is detected in Dynatrace, it will automatically
Validation Service Desk Plus
Dear all, We received a quality audit in which they requested validation of servicedesk plus under gamp5 regulations. I wanted to ask if there is any report on this? either Is there servicedesk plus documentation on system performance testing? thank
How to get CI Type
Here are two examples from SDP 14.5. The problem is to get the CI Type of an object. First example below is without "CI Type" in the question. We get an answer with "totalRecords": 1. This is needed to know if the answer is a single dict or if more the
Checking if requestor has an opened ticket before creating new one
Dears, I have a requirement and I am not sure if its available in Service Desk. I want to prevent self service user from creating ticket if he/she has a non-closed ticket. Each user is allowed to have 1 non-closed ticket at a time. Is there a way to achieve
Query that will provide all relationships
Hello SDP, Is there a way to get a query report that will provide all the "end to end relationship path? Example. CI 1 (application A) is related to CI 2 (server A) CI 3 is related to CI 2, CI 4 is related to CI 3, etc...
Attachment is not getting added in the request
I am using API to add attachments to the request. I am getting a successful response, but the attachment is not added to the request. I tried using both, the API tool from ServiceDesk and Python Script. But, getting the same response using both ways.
Is there a way to add custom fields to an asset?
Hello, we are trying to see if it is possible to add custom fields to the asset form. We have a use case where we want to track the location and assignment of an asset. The department and user fields on the asset form are not fully sufficient for our
Mandatory fields for Closing in Change should be marked as such
Roll Out Plan and Backout Plan are mandatory to be ableo to progress But they are not marked as such
Technical key
How can i get the Technical key?
Telegram notifications of created requests
Hi all! Because of my problem with mobileapp notifications I decided to apply to my system a telegram notifications. And hope that it is not so far from SD update where we could connect to other messengers :) It's not prettend to be whole mine code, but it's solved significant problem for me and could help anybody too. I use Windows example, but you can do it also at Linux (take your own paths) So, what you will need for plug-n-play (anyway almostly everything is commented inside the files): 1. Python
Change Week view wastes space and doesn't show all Changes
Please remove the unnecesary whitespace that is blocking all changes from being viewd without scrolling.
Asset Scanning -Prevent move to 'In Store' when user deleted.
Hi, We are having a problem with asset scanning moving assets to In Store when the assigned user is deleted. I'm unsure if this is a recent change (within the last year) as we never used to have this issue. It is affecting our audits, assets should only
How to Hide/Disable Roles Fields while raising the Change Request?
Dear All, We have two (2) default roles (i.e., Reviewer and Backup Change Manager) which is currently visible while raising the Change Request. Please let us know whether it is possible to Hide or Disable these two (2) default roles? Regards, Wajahath
updated list of access rights
Hi all, Version 14.3 Build 14304 I want to create a form which will allow to request access to different apps. I've a system that stores all the access rights. The list of access rights is a dynamic one and constantly changes. For example, the structure
Issue restoring data
When i tried to use command "restoreData.bat --dbmigration" to restore data of ManageEngine service desk plus it show error in duplicate value key
How to re-name the "Save" button to "Submit" while raising the Change Request?
Dear All, Is it possible to re-name the "Save" button to "Submit" while submitting the Change Request? I was also looking into Translations but found lot's of Save options but couldn't able to find which one is related to the Change Request request form.
How can we merge certificates?
Hi Friends, My SDP integration with Analytics Plus and Endpoint Central is facing with SSL related error and I need to generate separate certificate file (jssecacerts) for both server via Gencert.bat file and merge them together I have read the solution
How can we auto. set Schedule End Date on the Task which is also -3 Days from the Request Dueby Time?
How can we auto. set "Schedule End Date" on the Task which is also -3 Days from the Request Dueby Time? Use Case : We are setting (assigning) SLA on the Service Request dynamically based on the request additional field value (picklist) and based on the
Intune Intergration
Why ist in our Third Party Tools no Intuen Integration available? We are using
Email Commands with Line Breaks
Is it possible to work line breaks or formatting into Email Commands for ticket creation? I have asset info going into one field. I'm trying to get it to go in this format: @@New Hardware Assets=MODEL - Z24f ASSET TAG - LIS200814906 SERVICE TAG - CN43420VWT
ManageEngine ServiceDesk Plus 14.7 Build 14730
I get an error when I want to make incoming and outgoing settings as Microsoft Graph. I ran these 2 queries, they are attached. select * from incomingnewsserver; select * from outgoingnewsserver; I want to connect to the database and delete these settings,
Found odd issue with latest version
If you click here: Keep clicking and this happens:
Software License Character Limit
Is there a way to increase character limitation for the license key field? a workaround I currently did, is to create a multiline additional field. character count of license key approx. ~1000-2000
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