Remove Role Approver via API
I'm using role approvers as placeholders in a template before replacing them with the actual person needed in the approval, is there any way I can remove the Role Approval via the REST API or can that only be done manually? Thanks (I have tried submitting
Mandatory Fields in Asset
I was wondering if there was a means to make certain fields Mandatory with regards to adding a new asset. This is particularly important with regards to the "Asset Tag" field as we do not want anything to be listed in out Inventory that does not have an asset tag assigned to it. It would be a good feature to be able to customize the asset fields much more than we currently can.
Move Request from instance to another automatically
Hi, Is a way to Move Request from instance to another automatically by some criteria?
More filters for Contracts?
Is it possible to make more filters for Contracts view? Our users want Contracts expiring in the next 60, 90 and 120 days too.
Request for Guidance on Manage Engine ServiceDesk Plus -MSP Upgrade
Hi Support Team We are currently running ServiceDesk Plus MSP On-Premise version 10.5 (Build 10538). When we previously checked with support, we were informed that our instance is using the free edition without an Annual Maintenance Subscription (AMS).
Custom Widget
The Custom Widget option is not showing under the Developer Space Menu option Trying to create a connection between SDP and TEAMS How to you upload the custom widget zip?
Rights for assets, by department
Good afternoon, colleagues! I have a question regarding asset rights assignment. There are departments in the accounting department that need to view assets, but I need to make it so that each department sees a specific number of assets, not all of them
Hotkeys in SDP
They help you navigate the site faster, using the mouse less. Do you have a similar plan for organization and implementation? Example: Alt+[KEY]; Ctrl+[KEY];
Script to View In-progress (or other status) Tickets for Users
Is there a script I can use to view in-progress (or any other status) ticket for users? Right now, if I have a user who can see all requests, when they go to the requests window, they have the following choices: My Open Requests My Requests On Hold My
CPU at 100 percent
hi My servicedesk cpu near 100 percent all the time. There is nothing else on the server that is using the CPU: Having trouble finding what is causing it inside of SDP. Been searching through logs, etc. Looking at active SPIDS in SDP is no help. How can
How to change the due date SLA based on category chosen during edit
Hi Dinesh I received a request from one of my managers. She wants me to change the SLA of requests after they have been edited and the status and category changed: any ticket with status: “In Recruitment” and category: “Contracts” – I want to make the
Update request status to - mark as mandatory
Hi ALL When Technicians reply to case they can change Request status. How i can set this point (Update request status to) as mandatory for some my Support Groups?
Automatic asset fill
Hi, When a requester sent us a new incident the asset name is automatically filled in. The requester has multiple assets on his name so now assets which have nothing to do with the request will be associated. For example one of our employees made a new incident and asset is automatically filed, the 89313.. number is a SIM number and have nothing to do with the incident. When we go to that asset we see that the incident is associated with the asset. is there a way we can turn off the automatic asset
GRC
ManageEngine Have Governance, Risk & Compliance (GRC) Software?
Any way to remove description text on a 'click in' event?
Hi Can't seem to be able to make this work. Maybe there is a way? We would like to have the verbiage you see below in the description box, when the form loads and the requester scrolls down the form. Like this : I know we can add it here (red arrow) but
Unmerge - Feature Request
Hi Every now and then I have a technician merge a request they should not have. This is really deadly as once someone merges two requests the secondary request is gone - forever. No way to get it in SDP, no way to get it from Exchange . It's just gone.
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Outgoing mail reauthentication required periodically
Dear ManageEngine Support Team, We have recently experienced an issue where email replies in tickets suddenly stopped. Upon investigation, we found that the ServiceDesk mail account required reauthentication. Could you please clarify: What is the maximum
Creating a Duplicate Request Automatically
Dear All, Is it possible to Create a Duplicate request automatically if a specific option is selected from a drop-down list which also gets assigned to a different support group member? Regards, Wajahath Farooq
Track Technician and Requester Replies for ticket life cycle - possible?
Hi All - In addition to First Response SLA, my firm also wants to track Technician replies during the ticket life cycle to confirm if each reply abides by the SLA as well. Is there a way in MSSQL to track that detail? Does the SDP database capture incremental
How to download all Attachments for a single site?
Hello - Is there a way to download all attachments by Request ID? We have a client that is departing need to provide them all ticket detail, including attachments, as part of offboarding. Thank you.
How to Mandate "SLA Violation Reason" Field before closing the ticket? We don't want to use request closure option as it becomes mandatory for all tickets.
How to Mandate "SLA Violation Reason" Field before closing the ticket? We don't want to use request closure option as it becomes mandatory for all tickets.
Increased RAM on the server under the PostgresSQL database
We increased the amount of RAM on the SDP server to 20 GB, before that it was 16, which needs to be done in PostgresSQL so that the database does not go crazy. Mail messages from SDP have started to be duplicated. The approval of the application status
How to add email forward for a every reply request
I would like to add an email address automatically for each reply. Is this possible? SDP ver 14.6 Build 14600
On Behalf of doesn't show distinction between users with the same name
SDP 15140 Which one of these is the correct user? I'm unable to tell unless I try them both. It's even worse for more common names Hoovering over the names doesn't show their e-mail or departments. At least their departments should be listed here for
Deleted Tasks
Where do deleted tasks go? IS there a report or query I can user to view/find them?
How to update/modify the Subject line in ticket responses
Hi All - Is there a way to access the subject line from within the conversations within a ticket? I know how to access and edit the Subject line of the ticket itself. However, I would like to be able to modify the subject of the ticket responses. Is this
Error Please fill the mandatory fields
Though user (or technician) fill all of the mandatory fields and try to submit a request, the error appear This error happen to all of templates and our workaround now is just to refresh the page, open the browser in incognito mode, etc. The error is
Automation to update the Requester
I'm looking for an automated solution, either through business rules or a custom script, to change the requester on incoming requests. Currently, notifications from an external source trigger a list of our business rules. The desired requester is the
How to hide status option
Hello , Is there a way to hide certain status from modules or users. We have a lot of statusses, and when creating a task is display`s all . Can i filter out certain one`s?
Mandatory Worklog for Closing Task BY GROUP, LIFECYCLE, OR TASK TEMPLATE
Is there a way to make Worklogs mandatory before closing a task for a specific Group or even Task Template? Perhaps adding a Task Lifecycle? Currently there is no Task Lifecycle and Tasks are where we track Worklogs. The issue lies in the fat that Requests
Button to launch URL - from incident catalog
Is there a way to add a button to launch a web page (URL) to a template? Or maybe from the incident catalog?
Multiple Email Domain for Reply
Hi all, It is possible to have multiple email domains configured in ServiceDesk Plus for the Technicians reply to users/requesters? For example, that some technicians reply from "tech@domain-1.com" and others from "tech2@domain-2.com", because in servicedesk
Any way for technician to access the requester version of the incident catalog?
Hi I have a large incident catalog setup for requesters to submit a request to the help desk teams. This works fine and our requesters can submit a ticket to any one of our various support groups. No issues. But some of these requesters are also technicians
What would happen to the previous tickets if we erase an existing user or technician
We have a question, we are wondering if we were to erase a user or a technician from our ticketing system, would it conflict or cause any errors with any previous tickets opened up by the user or solved by that technician?
Why does Integration-keys use Technician names in History?
When I create a Integration key I set a name for it. Then if I use that Integration key, requests created with that Integration gets Created by whomever is set as "Owned by" in the Integration key view. That just doesn't make any sense. It's the integration
Need to be able to associate Requests with Releases
We do a bit of in-house software development. We currently use the Service Catalog to track custom software changes. When we go to update our software, we create a Change request and associate the requests there. We are really wanting to move to the Releases
Clarification on Removing Disabled Users from User List (Populating only Active Users)
Dear All, We have noticed the following scenario in our environment: When a user is offboarded, his/her account is moved to the Disabled OU in Active Directory. Once the account is in the Disabled OU, the user details are still visible in our Users List
Read mail metadata
Hi! Is there a way for Servicedesk Plus to read or access mail metadata for requests raised by mail? For example: There is a system that sends automated messages containing project summaries. The system uses a no-reply address for these messages but embed
Multiple approval stages/levels in a Change Control
Hello. Is it possible to have more than one approval level in a Change Control workflow? I can't seem to figure it out one way or the other. Thanks!! Mark Housler
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