Product tour
I just got done customizing the product tour, under the advanced portal settings section. I am curious how people access that slide show, once it is published? I can't seem to find any documentation on this feature anywhere.
Require approval before closing service request
We're using SDP 13001. We have a bunch of service request templates which have an approval attached to them. It is up to the technician when to send the approval. We've noticed that techs are able to close a request without sending the request for approval,
Helps in Setup ESM Instances
Hello Support, We're looking for your support to setup instance for HR and Facility. Could you please assign one dedicated technician who can help us on this. With the help of Sales team, we spilt up licenses among the instance but, in one of the instance,
SAML SSO
Hi, In preparation for version 13, we've now setup SAML authentication between SDP (running 11309) and our Azure tenant. It works fine except it isn't as SSO-ish as I would like it to be. The first time the users open SDP they are greeted with this: Clicking
Is it possible to use a Custom Trigger to update request template information?
I have made a Python script that will look for the customer's email domain and use the API to assign the ticket to the appropriate group. This particular script works fine. I've tried to use the API to update a field within the request template, but it
[SDF-69110] Send an attachment with resolution
We are currently on release 9422 of ServiceDesk Plus. When closing a request we are unable to send a file attachment along with the closing email. When clicking the Attach File button on the resolution tab it let's us add the attachment but it is not sent to the person named in the request. The only way to get the file to the requester is through our regular email.
Banner Warning for Proxy
Hello, How do I stop the banner warning for proxy settings from popping up: "Check the application server internet connectivity or verify the configured proxy settings" We use an on-prem solution where the internet is blocked for all servers. Thank
Users added through LDAP prompted for password reset
Since a week or two, users added through LDAP are asked to reset their password while this is neither setup through our Active Directory nor through Servicedesk Plus. When trying to change the password when asked, it keeps going back to the screen to
create new requests automatically based on field values
Hi! Does anyone have python script to create child requests based on the answers in main request? For example. I have template main "New Hire" with one question "Is a new laptop required?". If the answer will be "Yes" MESPD have to create new ticket
Jira API to ServiceDesk API for Changes
Can the Servicedesk API be used to push JIRA information to the Changes area of Servicedesk? We are trying to get our release management integrated into our Change Management process and need to be able to push information from JIRA releases to the Changes
Ticket numbering
I have just installed ServiceDesk and prior to using it, is there any way to start the ticket numbering at say 2000 rather than 1?
Incoming Mail not authenticating
Hi since Wed 27/07/2022 our incoming mail has stopped working, I have tried IMAP, IMAPS, POP, POPS, TLS on and off, outgoing is working fine with no issues so the email and passwords are correct, it was working fine before the 27th as well, we use O365
Closed request email notification not working.
So, I have this issue with e-mail notifications. When an email creates new request, e-mail notifications to technicians is sent. When an email creates new request, e-mail notifications is sent to a group. When a request is updated, e-mail notification
Hide Template from Form loading Page
I'm trying to hide the template drop down from form loading page
Notify staff by email if a form requires their action
Hi I have a form (several actually) but for example, a New Starter form, whereby a Line manager may tick boxes for certain requirements such as 'Needs Laptop'. What i'd love to be able to do, is set it to send a certain individual or team, an email,
Office 365 mail not fetching
E-mail settings saved successfully. But unable to connect with mail server - Authentication Failed using the given username and password, I set up the account on my outlook and its working fine,what could be the problem?
Request LifeCycle: change status atuomatically?
Hello, in SDP, is it possible for a service request that is following a request lifecycle to change the status automatically if the requirements of the transition phases are fulfilled or it need to be clicked on the ticket page by the user?
[SDF-52002] Request Closure Code presented in email notification to requester
Good afternoon, Does anybody know if its possible to add the Request Closure Code onto the email template that goes out to requesters on request resolve/close, similar to the way you can add tags such as $RequesterName or $Resolution ? I'd like to inform
[SD-104099] Solarwinds integration - gone? v 13008
I see in the error logs: But I'm not using Solarwinds integration and I don't see the connector listed anymore to turn it off:
FAILURE :E-mail settings saved successfully. But unable to connect with mail server - Authentication Failed using the given username and password
Hello Everyone, Kindly be note that we have issue with O365 mailbox. We have tried POP (995) and IMAP (993) to insure it wasn't our firewall we disabled to test. We are receiving the following error: "unable to connect with mail server - authentication
13004 upgrade prompts to change backup password, then closes
We are currently running SDP 13001. When trying to install the 13004 service pack the upgrade check displays this message: Kindly change the default backup password before upgrade Then the updater closes. I've never seen this before on any other upgrades.
"Mail Fetching running but suddenly not working starting last night "
last night we started to have the following problem https://pitstop.manageengine.com/portal/en/ticket/24001728800710
Can no longer host PDFs
We have several PDFs that we link to from the self-service portal. For instance, we have a phone directory that uploads via an external script to [folder location]\ManageEngine\ServiceDesk\webapps\ROOT\Phone_Directory.pdf daily. I admit it was sort of
Exporting applications from the tool
We wanted to ask you if there is any possibility to export the requests/emails from one of the tools we have with you. That is, we would like to have a log or a .pst file from Outlook to be able to visualise all the requests/emails that are currently
Integration the PhishER with the ServiceDesk+
Hi, Can we integrate the PhishER with the ServiceDesk+ to get the high priority threat emails. Please suggest me the solution. Thanks in Advance.
Requests Home Page - Display Multiple Queues
Like to ask for a feature (if not already available). On the Requests home page where requests are shown depending on which filter is applied, we would like the ability to display 2 queues. In our case, first queue would show all requests assigned to
Disable PostgreSQL Service?
I just implemented the free version of ServiceDesk Plus where I work. We have a corporate MS-SQL instance that I moved the database to. Is there a way to disable the PostgreSQL service so it does not consume server resources?
How to upgrade form Manageengine Service Desk Plus to MSP edition
Like in title. I want to upgrade my SDP to MSP edition. How i can to do?
Can I make resource info questions mandatory for the requester?
In the Service Catalog I have some templates where I have listed a number of questions for the requester to fill in, under the Resource Info section. I would like the requesters to fill these in but I can't find any way of making them mandatory like you can with other fields.
Manage leaving technician's ticket history
Hi support team, we would like to get assistance with our queries with the ManageEngine ServiceDesk Plus. We are currently using the free subscription version 11.1 Build 11100. We would like to know how we can retain tickets information history and who
[SDF- 104020] Default the approval process in Purchase Requests
I was wondering if it is possible to default the 'enable approval process' by default when a PR is created and also set the Approver? Thanks in advance!
Interfacing JIRA with ServiceDesk Problems and/or Changes
Hello, We are already using Servicedesk as our customer support application, and are considering JIRA for project management. Ideally, we would want to push information from SDP to JIRA and vice versa. Has anyone tried this? Thank you, Gordon Kramer University of Massachusetts
[SD-103916] "Security fix banner" in ServiceDesk Plus 13008
Hi, Team! The following banner, that points to Endpoint Center v10.1.2220.5 (https://www.manageengine.com/products/desktop-central/service-packs1.html?dci&dci-cu) is present in SDP, even though we have updated our EC instance to 10.1.2220.5. SDP version
Changes - Prevent changing stage with empty planning description
Hi there, Related question Is there any way to prevent change stage (for example requested to planning complete) if those fields are empty. With "Closure Rules" only prompt for closing stage. We want to preventing stage changes if one of these field doesn't
Task Level Reminders
We would like to have the ability to set reminders at the task level. Currently we can do this on a request, but not for tasks. We only see reminders for the approaching start time. If the task is only partially complete, the tech may need a reminder
Asset - connect custom fields to product type
Currently we can only create a custom field that belongs to all product types. In my case i have created SIM Card with an custom field "contract" that contains a list of phone contracts This will be shown now on all product types.
Error in version 13008
Just me?
Alphabetical list of Support Groups
We've noticed that the list of groups loses the alphabetical sorting when a ticket is created. The sorting is visible when editing the form but not in a new ticket:
Problems after updating SDP MSP from Build 10536 to 10600.
Hello. In our test environment, we are trying to update SDPMSP from version 10536 to version 10600. It is installed on a ubuntu 18.04 system and works with a postgres database. The update itself passed without errors. However, after we started testing
Setting up SAML SSO on ServiceDesk using Google IDP
I'm setting up SAML SSO in ServiceDesk and I want to use Google as the IDP. I've configured ServiceDesk as a SAML app in Google and I've configured Google's IDP information in ServiceDesk. When testing the SSO login, I get error code 52 which means I'm
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