Approver for a change?
Hi, I am new to the Servicedesk Plus and I am configuring the change management workflow. I see there are two places that I can input an approver for a change. The first one is when I create a new change, I can add approver at the bottom of the submission
Sophos detecting java.exe as ransomware
I strongly suspect this is a false positive, however, I thought I should mention that the instance of the java.exe file located in: %installdirectory%\ManageEngine\ServiceDesk\jre\bin triggered a CryptoGuard event within Sophos. We're running 14.7 Build
Compatibility kubernetes
Good morning, Is ServiceDesk Plus compatible with kubernetes? Sincerely
Password reset link
Is there any way for us technicians, who has access SDAdmin group membership in Service Desk on-prem to change default 15 minutes expiry time for password reset link we generate for users who wish to reset their password in Service Desk portal to access
Onhold Status with Tiimer Set
Is there a way for a notification to be sent to the technician when the status of a ticket reaches the end of the timer set for the Onhold status. When the timer runs out and the status is changed to open, we would like for the technician to get notified that the ticket is open.
Web page is not fit with screen
We have an issue when we zoom out, web page is not fit with screen. ServiceDesk Plus Latest Version: 14.7 Build 14700
How can we restrict Technician to assign Schedule End Date on Task less than Schedule End Date assigned on the Change Request?
Dear All, While creating a Change Request we've set the Scheduled Start and Scheduled End for 1 Month but while creating a Task manually under the Implementation Stage of the Change Request we can able to set the Schedule End above 1 Month from the actual
CMDB API Get All Asset CI Details using criteria
I am trying to invoke the 'Get All Asset CI Details using criteria' operation through your API panel using your XML from your manual, but I am receiving an error shown in the screenshot. What am I doing wrong?
Custom function to insert request based on schedule
Hello, I am trying to create a custom function that will generate a request ticket based on a fixed schedule. I have searched the forums and online, but have had no luck finding a custom function related to what I am trying to do. If anyone has an example
User groups allowed to view tickets
In the user settings, there is a ticket visibility option. Is it possible to implement this option for a group of users?
Service Request field dropdown reference a list of departments
Hello all Trying to create a field called Departments and it be auto populated by the list of departments that get imported from AD on my requester. Any ideas? I'm assuming it would be a script I put in the rules but I'm not sure what the script would be
Trigger task on date in field
Hello, I am trying to improve our offboarding functionality. My problem is very similar to what Matthew is describing: Trigger Task on Evective Date (manageengine.com) To summarize: I have a form for offboarding and this form contains an additional field
Script to add custom field text to subject line
We have a trigger setup to send an email to non IT people when a New Hire is brought on. I created a form rule to add the employee name to the Subject line. the script is below /*Set subject line from employee name*/ var subtext=" New Hire Request: ";
Logons using Smart Cards
My organization just started requiring smart card logans to the domain. SD had been set up using user ID's/passwords that were synchronized with Active Directory. Now, with the smart card lagon requirement users cannot use their old domain user ID's and passwords to access the SD portal. I do not want to set up passwords for 400+ user accounts in ServiceDesk. Is there a way to configure ServiceDesk to identify the user via their smart card lagon (through Active Directory) and not be prompted with
Abnormal interaction between SPD and ADM
We use ADM on SPD to manage the connection, and we have also configured ADM. However, when jumping, the situation prompts as shown below. Is this an issue with SDP or ADM.
Access Token not found
Hi Guys m trying to configure o365 oath for manage engine service desk plus for some reason its giving me below error following below wiki.Anyone can guide ? https://help.servicedeskplus.com/configure-azure-as-authentication-server
Problem with UDF Sending Using API
I'm unable to send UDF values using the REST API, UDF Fields added see the attachment, API Request Body: { "request": { "subject": "subject", "description": "desc", "requester": { "id": "4503", "name": "API" }, "udf_fields": { "udf_sline_301": "Ahmed
How to create Multiple Child Requests from a Parent Request?
Dear All, How can we auto. create three (3) child requests once a Parent request is Raised? We would like to auto. create those child requests which will be assigned to the specific Templates, Group, Technician and has its own SLA defined and those child
Reassigned a scanned product to another product type.
Dear all, I have created a Product Type named "Laptop" and I reassigned the product (which was scanned devices) to this Product type. The scan no longer works. Does that mean that we can't move a product "scanned" to another Product type?
Add ''Part No.'' of the product in a report
Hello SDP, I would like to create a report and add a column which will list the ''Part No.'' field of the product located in the Asset Management - Product. I cannot figure out how to do it The query of a basic tabular report as in the attachment + the
Users generated with LDAP or AD
Hello SDP community, Is that correct to say that when we import users to SDP through AD or LDAP it will also generate Department CIs? If that's true. Is there a way to avoid the departments to be generated as CI but only as attrbute? If that's wrong,
Why Task Owner gets Empty once the Owner is Removed as Technician?
Dear All, I've noticed that If I've removed a Technician who was assigned and resolved some Tasks (as owner) previously, the owner field of the Task gets empty. Regards, Wajahath Farooq
Mail to ticket
Hi everyone, I'm starting to play with the Service Desk Plus, by configuring the Mail to Ticket I can verify that every email that arrives generates an incident. I would need to know how to be able to use some configuration or script, to move the flag
How to Hide "Submit for Approval" option?
Dear All, Please let us know, how can we hide "Submit for Approval" option under the Action dropdown? Regards, Wajahath Farooq
Problem in Technicians picking the ticket
We have installed free edition of Servicedesk plus and configuring it. In technician login they are not able to pick up the tickets. Is this feature restricted in Free edition. If not, pls. help in enabling this feature.
How to make Notes Mandatory on Service Request while setting the Status to onhold?
Dear All, Is it possible to make the Notes Mandatory for the Technician (During Edit) on Service Request only when the Technician is Setting the Status Manually to onhold? Please note, we don't want to make Notes mandatory while we are sending the request
SD Plus v14620
I saw 14620 is available but can't install this one. On attempting to install this on test instance on v14500 I received the below on linux installation using postgresql. This was not a problem with patch v14610. The certificate already exists. I tried
Unusual login detected pop up
Hello, I just upgraded Service Desk to version 11203 from version 11139 and noticed a new feature. Please reference pop up below: How can I check the details of the unusual login detected? It keeps popping up quite a few times. Where can this be configured
First Response Time When Press Start Work
Hello Dears , As i know first response time calculate only when technician reply to requester and send it by Email . My question is if its possible to calculate response time when technician press start work ?
Getting all non-resolved tickets via API
Hi Team, I am trying to export all requests based on the subject and status as below: $input_data = @" { 'list_info': { 'row_count': $per_page, 'start_index': $index, 'sort_field': 'subject', 'sort_order': 'asc', 'get_total_count': true, 'search_fields':
Migrate from PostgreSQL to MSSQL - Servicedesk Plus 14.6 Buildi 14600 - Free version
We use servicedesk plus 14.6 Buildi 14600 on windows server 2016 . System now use Postgre SQL and we wish to migrate MSSQL 2016. When I restore backup the error is "Incompatible Database source : postgres : when compared with target Database : mssql"
How to delete current Backup Approval?
Do you know hoe to delete Backup Approval when management continue work ahead of schedule? Because we cannot delete it need to follow the schedule.
Closed tickets in days
Hello All, I'm in search of a query to retrieve information on closed tickets categorized by their closure duration: Tickets closed within 3 days Tickets closed between 4 to 6 days Tickets closed within 7 to 10 days Tickets closed in 10 days or more Thanks,
Lost the ability to have a generic list of departments added when a new site is created
We have 100s of sites with a large list of departments for each site. Most of the time, we keep the departments generic in name to simplify the process. I believe after SD-112649, SD-107047 was applied back in Sept 2023 (Copy Default Settings option is
[ SDF-26025 ] Add many change request to same problem
Hi, sometimes one problem it's solved with multiple change. How it's possible to add another change to same problem? Thanks in advance. Mauro
How to Hide "Duplicate Request" action?
Dear All, How can we hide the "Duplicate Request" option from the Action Tab on the Request Details page? Regards, Wajahath Farooq
Notify requester if tickets has been merged
is there a way to notify the requester if their tickets have been merged with another ticket. We tend to get a lot of duplicate requests that we merge together for less paperwork/tracking on our side, but it causes a little bit of confusion for our end users as they get an email acknowledging that they have opened a ticket but do not get any further notification after we merge the tickets.
"Advanced search" for user in the ServiceDeskPlus
How I can turn on "Advanced search" for user (not specialist) with Assigned Roles SDGuest? Or is this impossible to configure for users? PS Version 12.0 Build 12001 and It is not possible to update the program since your type of end-to-end domain authorization
Automatically Close Tickets With Business Rule (Automatically populate Resolution Text)
We currently have a number of automatically generated tickets, from our printers, which we need to log, but require no action. Therefore, I'd like to set a business rule to automatically close them, based on a certain set of criteria. I've hit a bit of
Whatsapp integration (custom)
Has anyone been able to integrate whatsapp with SD+ onpremise? Is there any update to previous request to have connectivity with whatsapp?
Next Page