Add Notes > "You cannot mention requester in private note"
Hello, When working on a submitted Incident in ServiceDesk, and I invoke the Add Notes window, and in the body of the note I Tag another technician (e.g. @evelasco ) to notify that technician of my note and DE-SELECT the option titled "Show this note
How to create new read-only user on postgres
Hi, I need to set up a DB user (Postgres) to read some data from servicedesk db. I tried to follow this official guide https://pitstop.manageengine.com/portal/en/kb/articles/remote-read-only-access-to-database-for-postgres-customers , but I got stucked
Outlook Calendar integration
Dear ManageEngine, Is it possible to integrate Office 365 Outlook Calendar with ServiceDesk Plus? I saw a guide on syncing Microsoft Calendar with SDP, but that is for technician leave purposes. I want to sync scheduled activities in Outlook Calendar
Email-to-request function has changed type of attachment.
We've faced very rare case when received email with attachment where filename has 3 dots before extension like "myfile....pdf" Outlook shows it correctly, but ME SDP v14006 during creation request from the email converted attachment to "myfile__pdf" so
Request REST API
Hi guys, Can we get/update the approval stage & approver in request module via REST API ?
Upgraded build 13009 - 14006, filter and sorting issues.
Hello, We have recently upgraded our ServiceDesk Plus from build 13009 to 14006. Maybe we shouldn't skip so many versions but what's done is done. We've noticed that filters in Request menu, both published and private, disappeared. Should we add a filter
Remove Double Spacing
Hi, I'm trying to create a script to remove any double spacing from a specific field when a user submits a form . I have tried .trim() but doesnt seem to work. Any help appreciated. var inTRIM=$CS.getValue("WorkOrder_Fields_301_UDF_CHAR18").trim();
Immediate 'First Response' breaches when requesters re-open aged requests
Hello, While certainly not a bug, I'm looking for ideas to solve this particular issue (currently on OnPrem v12 but soon to upgrade to v13): A request is received. It has a target first response time of 4 hours. The first response target date & time is
Technician's Accessing Requesting User Help Desk View when Submitting Their Own Help Desk Tickets
Hi, I am hoping someone can provide some insight on how to configure for the following use case: The technicians at my organization are also requestors of tickets. That is, they may be assigned as the technician to various ticket types (ex. IT team recieving
Change Planning Checklist
Is there a way to pre-populate an actual checklist in the checklist field for change planning? Or better yet, make the checklist a series of yes/no questions?
Change asset status from a ticket
Good day, Is there any way to change the status of an asset when you create a request or a CR? When a technician review a ticket, maybe he will need to change the asset status as "In repair" or "Expired" (If a PC or laptop can't be fixed). Or when we
read mails from members of group or role with deluge
hello, is possible to get a email list from all members of a group with scripting? In example: group field is: helpdesk script deluge (imagine): helpdeskMailList = requestObj.get("group").get("mails")
[SDF-98513] Reply all and BCC in next release?
In looking at the next release of SDP. I see there is Reply All option in request conversation and description sections I hope this means that there are additional changes in the way SDP currently works. Currently, if there are CC'd recipients in the
How to create a widget
Hello I need a dashboard widget that shows me the components and their count in bars How can I make it?
How can I create a service request template that requires approval?
How can I create a new service request template that require approval? If I look at one of the ones that comes included, such as user permissions it has more details for approvals under the workflow tab. In a new template I create, I only get the options
Asset field mandatory on incident request on ServiceDesk on premisse?
Hello everyone, how are u? In ServiceDesk Plus on premisses, is there any way to make that if an incident doesn't have asset field completed, it cannot be closed? This I cannot mark that field as requiered at incident template level, and I don not have
Group Mail in a Technician Group
Hi. The part I cannot figure out from posts in this thread and the brief paragraph in the online manual is what do I do on the exchange/email server side to get group mail working. Anyone able to help?
Searchable Employee List
Our work environment is a bit different then most others. Our general employees (we call them agents) do not open tickets themselves. They reach out to their supervisors who in turn open the ticket for them. Right now by default the requester (the supervisor)
Generation of API Key in managed engine trial version of servicedesk plus
I want to generate API key for integration with managed engine service desk plus but i cannot find generate api key link anywhere in trial version of managed engine service desk plus . is there any step by step guide for that .
SDP zia bot chat masked specific words (foul words) when detected
Is it possible in Zia bot chat to masked any foul words when detected?
Adding custom scripts?
ManageEngine SDP is missing a key feature on templates and that is a user name injector/placeholder for the currently logged in user that is responding to a ticket. We need to be able to inject the current user name (object property `sdp_user.USERNAME`)
[SDF-44841]How do I Edit the Requests Dashboard Widget?
The Requests Dashboard widget is great but it shows weird columns for requests by technician that are unhelpful, I would like to select which columns are shown in this dashboard, is that possible? I have created what I wanted as a Report and then a widget
How to know that installed manageengine service desk is 32 bit OR 64 bit architecture
I want to know architecture of manageengine servicedesk plus which is installed on premise server.
Microsoft Flow Injection of a ticket
Has anyone used Microsoft Flow to API inject a ticket? I would like to build a "wizard" in PowerApps to "On-Board" our Employees. Currently we do it via a SharePoint Form and a flow that emails the data. I would like to be a little more efficient by
CustomScripts.js
Hello, I can not get my ServiceDesk\custom\scripts\CustomScripts.js file loaded in the views. Can you help me? (it works on Linux)
Get email form MS-Exchange online
Hi team: Last month I had an issue getting emails from MS Exchange Online. The root course is that MS turns off the Basic Authenticate (POP, IMAP) on my Exchange Online system. I have fix they allow me to turn it on again. But Microsft notes me that next
Auto align text to the right
Hey We have Hebrew speaking technicians and the want the text in "reply" to be auto aligned to the right instead of left.. is it possible?
Presenting ServiceDesk Plus MSP version 13: Zoho's AI Zia, Teams and Outlook integrations, and more
Hello there, Greetings from the ServiceDesk Plus MSP team! We know firsthand that running an MSP business entails dealing with a flurry of unexpected challenges. With some of these in mind, we have worked tirelessly to improve ServiceDesk Plus MSP
again on the search for a function that I found once already
Hi, its a typical me issue. I know that I have set up (way in the past) a kind of auto-assign to group depending on email-subject. As usual I am now unable to find that setting now... Hope for some quicke help here. Thanks and have a nice 1 Cheers
Work Log tab removed from request opened through the dashboard
Hi, we recently moved to version 14.0 Build 14004 and find out that work Log tab was removed from request opened through the dashboard. there is a way to enable again the work log tab?
Approval Key User
Hello, I have to create a Service request template where User can ask for access to different folders on a network share. I want to add a field to the template, where the User has to select the folder. Depending on the folder, a different User has to
Requester replying to mail to requester,
When a user reply a email sent from the request, how can the reply from the user appear in the request?
Email notification duplicate
When a user adds a ticket, it is required to specify the ticket category. Some categories (but not all) are automatically assigned a specific technican (configured by business rules). The system works in such a way that it first sends a general notification
Populate new custom fields in bulk
Hi everybody, I've just created some new custom fields in the Asset management, and I need to populate those in mass. There's some API to do this? Or I could import them from an CSV? Thank you in advance.
Deluge - Request approvers
I'm working on setting up a custom function to add request approvers using the included script. I've populated the global functions script and that works, and the custom script seems to run correctly but it doesn't do anything. This is the script as it
Is there a way I can force the technician to be selected before a reply can be sent for a ticket?
When we receive tickets, sometimes we hit reply and forget to assign it first. Is there a way that I can mandate the selection of a technician before a reply can be sent without using tech auto assign?
Report - Does Service Desk manage the quantities ?
Hello all, I am wondering if Service Desk Plus 13 manage the quantities for the dashboard's graphics. I would like to have the stats by quantity and not by number of case. For information the qty is a numeric additional field added. For the reject, instead
Change - how to auto assign a Group of Approvers based on Risk Rating and How to ensure next Stage is only when all approvers approve?
I have created a change workflow, which is based on Risk Rating, if the risk rating is Medium, the workflow flow adds an Approval Level- I want to make it so that once the Approval Level is actioned, that the workflow automatically generates an email
Response Dueby time
Is there a way to make the response time due by changing it by converting the ticket to In Progress instead of making a replay
How to Mandate Comments only for "Cancelled" or "On-hold" while changing the Status of the Request?
How can we Mandate Comments or Notes only for "Cancelled" or "On-hold" while changing the Request status? Changing the Status to "Cancelled" should prompt the Message to Enter the Comments or Notes while changing the Status to Cancelled. How can we achieve
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