Approver Comments
Is there a way to have the approver comments show up in the conversation or the notes to bring attention to them for the technician?
Custom Status Question
Greetings, I am testing Service Desk Plus the on Premise free version to see if it is something we would like to pay for. I am trying to setup a status so that when a request is in that status it sends out an email to the user daily for 2 days then switches
Is there a way to have reminders show for everyone?
looking for a way to either show all techs the reminders that are put on tickets or a way to have the reminders added to a calendar
Email CC notification
Hi, We have an issue related to the email notification. When a user send an email to the servicedesk and this email includes several people in the CC's list, when you will close or complete the ticket all these user will be notified I noticed that in the Notification rules there is the option to disable the notification for the user in CC but If a disabled it, when a user open the ticket from the portal and put another user in the field "id e-mail to notify" this user will be not notified about the
How do you setup your release management?
Hi Manage Engine SDP users, Can you share with me how you're using Change/Release Management module? I find it particularly challenging because I can't tell at a point in time, who needs to take action and move the ticket along. In JIRA or mostly any
[SOLVED] CSR with subject alternative name.....ho to create?
Good morning im testing a trial of Manageengine ServiceDesk and i created the csr to obtain the certificate. All is ok but the certificate request does not include SUBJECT ALTERNATIVE NAME so Chrome warns users about certificate error. My question is: how to create a CSR with this setting?
[SDF-41689] Filter - x conversation(s) for waiting reply
Hi, I've had a request for one of my groups to create a filter to view tickets with conversations that are waiting for a reply. They're visible in the request list with a red envelope, so the system identifies that they're there but I can't see a way of making a filter for it. Is it possible? Cheers, Dave
How to ignore "Required" fields when Custom Function Executes?
Hi All - I have a Custom Function that "cleans" the Subject if it contains certain characters (i.e. FW:, RE: etc). The problem is I also have required fields on my Incident Template therefore when a ticket is created by email, the Function executes but
Tasks are not added automatically after request is created.
Hello there, The tasks added to the incident template are set to be created automatically when the request is created. When I created a Request from REST API with incident template, the tasks won't be added automatically. How to get the tasks added
Custom logon hours report
Hello Community Member, I have a query, i know there's a template for logon hours on the latest SDP, but what i want is logon hours per day or yesterday, is there anyone can provide me with the correct query? Thanks
Create a test server to test updates
We are trying to create a temporary test version of ServiceDesk Plus nuild 11308 and have followed the steps on your website at https://pitstop.manageengine.com/portal/en/kb/articles/how-to-build-a-test-environment-for-servicedesk-plus We are licensed
Find list of attachments on a conversation via API?
Hello, I've noticed that the SDP web interface uses: /api/v3/requests/(request ID)/notifications/(notification ID)/attachments/(attachment id) to download a file attached to a conversation item on a request. I'm able to get the notifications via /api/v3/requests/(request
Service Desk Server is not running
Good Day sir , i face this error when trying to run ( StartClinet.bat ) I've restarted the server , the services and even resorted the SQL Server DB , any suggestions !!
RDP
Hello Team, I was wondering did ManageEngine ServiceDesk Plus developers stopped using RDP remote control since they have remote control option End Point Central agents? We would recommend you use that. If yes, why am I still able to see it?! Question
Login to the sdp program by clicking on the link without entering the username and password
HI I want to enter the sdp program when the user clicks on a link similar to the one below. What I mean is that the user can log in as a normal user without entering the username and password in the sdp program. Of course, I know that this has some security
Query for find type of users
hi, I need a query to find out if the user is a technician or a requester. Actually, I need a query that will show me a table with the following columns: 1- user display name 2- user ID 3- User type (Requester or technician) my sdp version is 12007 my
Conversation reply include requester message?
Hi, apologies is this has been covered elsewhere - I have a default reply template set up that contains $Description ( so that a user can see the text of their message underneath my reply to them) Imagine the following conversation: Requester: "I am having
Changing Default Postgres Password
Not sure if anyone else has run into this issue but I installed the free version of MSP to test the software and I have followed the guide (Change default Postgres database password (servicedeskplus.com)) on how to change the default postgres password
Adding Documentation to Assets
Hello, Is there a way to create a new tab for assets for Server Documentation, we're trying to keep all relevant information in SDP, so we don't have to use a different product for Documentation. For example a Web Page tab to provide list all relevant
Incident Report with Scheduled Start Time
Hi, Does anyone have e Report where you can see what incidents have a Scheduled Start Time today. Hope anyone can help, not that good with the SQL in SDP
Ticket notes and status automation, based on description
Hi, SDP Team! Is there a way to automate ticket notes entry and status change, based on specific keywords in the ticket description? Scenario/details: One of our backup systems is configured to send a daily report to our SDP instance (via email). This
url to a certain category template...
Hi, I want to use a menu-item in a Joomla instance that will point to a certain template category of the ServiceDesk Plus... When i click on each template category the url (that is shown) = http://r00vmonitoring:8080/Templates.do?module=mergedRequest How can i directly point to a template category (with the sub-items) from outside the ServiceDesk Plus? Greetings, Dirk
Auto-assign tickets based on requester / subject
Is there a way to auto assign a ticket based on who the requester is or what the subject contains?
Login to the sdp program by clicking on the link without entering the username and password
HI I want to enter the sdp program when the user clicks on a link similar to the one below. What I mean is that the user can log in as a normal user without entering the username and password in the sdp program. Of course, I know that this has some security
Unable to close or delete Projects
Hi There are some old projects in our system which need to either closed or deleted. The technician created this projects left and AD account doesn't exist now. As a project admin i am trying to delete this project but i am getting the below error message.
ServiceDesk Plus iPhone APP deploying with XML Configuration
Hi SDP Team, i want to deploy the ServiceDesk Plus App on our company iPhones and didn´t find something about XML configuration in the knowledge base. Is there a way to deploy the app with configuration file ? the goal is configuration of the SDP Server
API Response Error - Status Code 3001
Hello, I am trying to query the CMDB endpoint using PowerShell, please see example code below: $url = "http://localhost:8080/api/cmdb/ci/list/all" $apikey = "myKey" # Note this is redacted $token = @{"authtoken" = $apikey} Invoke-WebRequest -Uri $url
Connecting a request with Asset Management
Hi All I am a new user for Managengine. I want to ask if it is possible to connect a request with an asset. I have template for requesting an asset and I want to connect this request with an asset so that for example I have 3 items and a users request
Email replies do not re-open a closed ticket anymore
We recently upgraded to 5.5.0 and love most of the changes and new features. However, one thing that I have noticed is when a user sends an email reply to a ticket that we have closed, it no longer re-opens the ticket. Is there a way to change this? There have been times when we thought that we had completed a ticket, and closed it, but the requester sends in additional info and we would like the ticket to automatically re-open. Now we have to search through old tickets & manually reopen it. The
disable automatic re-opening a ticket by requestor
When we change the status of a request from "open" to "resolved", our users receive a notification. When they reply to this notification, the request is automatically reverted to "open" status. Most of the time, our users only reply with "thank you" or anything like that. Is there a way this reply can be added to the request but the "resolved" state is kept? As far as I know, the setting is only about a "closed" request under the "General/Self-Service Portal Settings" list. We currently use SD+ build
reopening closed tickets
hello all, am wondering if there is anyway to reopen the ticket automatically. for example, lets say that i closed the ticket, and after couple of days the requester noticed that there is something wrong with the resolution, can he do somthing to reopen the same ticket !? i hope its clear. thank you. ahmad
Stopping Closed tickets from being reopened
Hello I want to stop any closed call from being reopened. I have set some Field and Form rules that partially stop it but we can still change the status within the Resolution tab. "Update request status to" has the option there to change it and I cannot see a way to hide it when status is closed. Thanks
Multiple new employee onboarding
Hello, We currently have a template with resources and tasks for new employee onboarding and offboarding. The template also includes and approval process. This works great when there is one person being hired! We are starting to hire in groups of 30 or 40 users and this process would quite cumbersome. Does anyone know of a better solution?
Auto-Assignment Update
We'd very much appreciate it if the Technician Auto Assignment were updated to be more flexible. It'd be terrific if we could have multiple autoassignment "rules", based upon criteria such as the day of the week or the time of the day. From there, being
Nombre del solicitante en respuesta/reenvío
Cuando se responde al solicitante no devuelve los nombres del solicitante. Solo podemos ver las cuentas de correo electrónico en lugar del nombre del solicitante. El problema lo tenemos únicamente al responder o reenviar un ticket. Es posible vincular
Problem with login
Sometimes this problem happen. You need to clean cookies and data in browser and it problem go away (sd don't let you in without this operations if this text on page). It is in all browsers: opera, google, edge, firefox, ie, yandex. What we can do with
AD Import and scan schedule not working
Good day. Recently noticed that AD import and at least scan schedule stoped working. Delta and Full import both. If I disable schedule and enable the date of next run changes but nothing happens. Next schedule happens only if I disable, enable, go to
Import Country as Sites instead of Office in AD
Hi, Under Import User(s) from Active Directory, the sites imports from the Office field in AD object. How can I change it to import Country of user to become sites. We have lots of Office globally but we want to make sure the Sites is configured per country. Thanks
return to main requetsts page after changing status to close
Hey After moving to a request as seen in the image, i would like to change status to 'close' and then automatically move to the main requests page (the previous page). is there any way to automate this ?
Asset Scan Failed after Upgrade to 11301
Hi I have a problem after installed servicedesk plus Last service pack I upgraded servicedesk pluase to 11301 And also installed desktop central last hotfix(10.1.2121.4) But now i can't scan workstation through servicedesk plus Error is:FAILED : Scan
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