Asset Audit Feature in on-prem SDP
The cloud version of SDP seems to have an Asset Audit feature to verify the existence/location of assets, and includes the ability to scan the barcodes of assets for verification. However, I'm having trouble locating this feature (or a similar one) in
Report Request: Current Approval Stage and Approver name
Hi, I am writing to request a query report that provides visibility into current approval workflows within requests in servicedesk plus We need this report to track the progress of active requests and identify any potential bottlenecks. Please generate
Using a Page Script to get the requesters login_name
Hello! I am trying to use a Page script to make a button that will link to our internal employee site and open the requesters profile card. The site is example.com/login_name The problem is that the login_name is not always firstname.lastname and primary
My Aging Request by technician report is not working
Hi My Aging Request by technician report is not working. The error is: Invalid object name 'WorkOrder_Threaded'. SELECT au.FIRST_NAME 'Associate', (SELECT COUNT(wo4.WORKORDERID) FROM Workorder_Threaded wot4 INNER JOIN workorder wo4 ON wo4.WORKORDERID=wot4.WORKORDERID
Updating to 15.1
I started the update process and received a popup that left me unsure as how to proceed. See attached screen shot.
Is there a way to prevent requester notification if a request is created with a "Closed" status?
Many requests we create never have an "Open" status; they are merely created for posterity and reference with the status of "Closed." Upon creation with the "Closed" status, our requester immediately receives two emails--the first informing that a request
Visibility requests when requester is in 2 departments
Hello ManageEngine Team, we have some users in the company who work in 2 departments. If i activate the setting for the user "Requester allowed to view: All their Departments request" then this User who is a member of 2 departments can only see the tickets
View enhancement in Requests
Hello SDP Team, I have a suggestion for an enhancement that I believe would significantly improve our accessibility I propose adding a pin option to the information panel on the right-hand side of the request view. This would allow the ticket details
Relpy to clarifications
Dear ServiceDesk Support Team, I hope this email finds you well. I am writing to report significant usability problems in the order of clarification replies on the servicedesk Plus platform. The feature that allows requesters to respond to an approver's
Disable default request for Technician
Hi, Please help us to disable the default request en servicedesk Plus, we managed to disable this feature for requesters but now we need to disable it for technician too exept administrator Regards
Message ID - Turn off matching
Hi Is it possible to turn off the mailbox feature that matches replies via the Email Message ID. We are happy just for email replies to be matched on the ## reference only. Thanks
Request Reply icon not good
Hi Just updated till 14970 and I have got bad complaints from my support team about the new reply icon on requests. The number is way to big, it hide the envelope and the new conversation counter is very bad. Ok, I see that there is 2 conversations above
Services desk upgrade failed!
Been using Service desk for a few years we also pay for Endpoint manager but use the free service desk. Not very happy not able to raise a ticket! Anyway the upgrade process has broken my service desk. "Problem occurred during previous patch installation
Can I delete a conversation within a ticket?
Can I delete a conversation within a ticket?
SUPPORT??
Our system is down and we cannot get support - goes to voice mail. No chat, no call back - no support at all. Used to be you could always get support. What has happened? Can we expect this to be remedied or not?
Hide category from requester view
Hi guys, Is it possible to hide categories from the requester view? My IT dept. would like to have som department specific categories which would have no relevance for the normal users of the system. Is this possible? Thanks. /David
Extract data using query
Dear ManageEngine members, I wish to extract data from ManageEngine which will show the number of assigned stock per product for each ticket from a specific date range. Please could someone help with the query? Thank you!
Ticket closed to reopened
Hello everyone, We encountered this issue on Servicedesk Plus, and I'd like some insight on how we can resolve it, please. On a ticket that's already closed, someone posts a comment, and the system changes the ticket's status to "ticket reopened," even
Solutions Template / Required Fields
Build 14970 We would like to customize the Solutions page like you can do other templates i.e. Incident / Service Request. We specifically want to make these fields required as they are not now. * Solution Owner * Keywords *Expiry Date * Review Date It
Associating a change to a project is only visible in the change and not in the project
Hi, When editing a change request in the implementation stage and associating it to an existing project, the association gets listed only in the change and not in the project. Is this the expected behavior or is it a bug? Same behavior in bulids 14830,
Criteria used to create new request vs add to conversation
When a new request comes on what is the criteria used to create new request vs add the email to an existing request/conversation?
Column/Field in SDP synced from OP Manager and End Point Central
Please help with the script to fetch COLUMNS/FIELDS being synced from OP Manager and End Point Central to SDP. Need only COLUMN/FIELD names along with the source.
Customize Notification Template
Hi, I'm trying to amend our notification rule which a technician receives whenever a request is closed. Currently I have the following - Request [ID:$RequestId] has now been closed. Details of resolution below - Request title : $Title Requester name:
Notify select technicians on "New reply received"
Hi, I'm looking to add availability to select which technicians are alerted when a response on an existing ticket has been received. Currently, we have a technicians mail distribution group receiving alerts when a new request has been created and when
Latest version - Cannot import into Projects?
Hi In testing the latest version (14980) - Noticed the import from XLS into Projects drop down is missing: Has it been moved? I can find no reference to this in the release notes.
[SDF-56065] Projects Module - Estimated Hours vs Actual Hours
Hi, the projects module has the functionality to record Estimated Hours as well as Estimated Costs. There is the option to manually fill out the Actual Hours as well as Actual Costs. Is there somewhere a option/action/button to fill out the Actual Hours
How to prevent Technicians from approving a Change Request Approval Level?
Hello all, I've been trying to establish a method of approvals for change requests that will function for my company. I have set up an approval level in the workflow for the change request that will seek approvals from the change manager and the CIO and
New field designation on F&FR
Hi, Team, In earlier versions of SDP, the way that additional fields are referred to in F&FR code has changed. Now, they use the API Name instead of the old style (something like TABLENAME_COLUMNNAME, like "WorkOrder_Fields_UDF_CHAR13"). While there are
Sorting Single Lines fields in request list view
Hello, I can see that following build release 14900, sorting single line fields has been removed from the request list view. This was a very useful albeit basic feature however and our users process requests based on one of these custom fields. For example,
Task Notifications - exclude one technician
Hi I had a request that one technician be excluded from: Email the group associates when a Task is assigned to a group. So that everyone else in the support receives the task assignment notification - except for one technician. Is there a way to exclude
Refer field for user lookup
Hi, I've been experimenting with refer fields for user lookup for different templates and have run into an issue. We have a fairly large user database (10000+ users) so there are several users with the same first and last name. Do you have any suggestions
Issue updating to 14205 (apply DB level change - error and uninstall at 60%)
Hello, While attempting to update from version 13.0 Build 13009 to 14205 during the database-level change step, the upgrade process halts and fails at around 60% completion. Could you please help me to sort this issue ? The update log file is attached
How to Fetch all Active Status Request through GET API specific to the Requester?
Dear All, We are using the GET API to view all the requests based on requester Email Address (as shown below), but we would like to fetch (retrieve) the requests which are currently in Active Statuses only. { "list_info": { "row_count": 20, "start_index":
Service Desk Plus O365 email settings
Hello, We have Service Desk plus installed locally, we also have a O365 hybrid environment. I have been trying all different combinations in the service desk email settings and I can't successfully connect an incoming connection. I have tried outlook.office365.com
Can't sort UDF_Filed in request with 14.9.10
Hello, Since we updated from 14.7.50 to 14.9.10, now we are not able to sort Request by UDF field: Before: After: Thank you.
Unable to import SSL cert to SDP
Hi, I got a certificate from Let's encrypt but each time I attempt to import it I run into an issue. Is there a step I'm missing?
Auto-assign request to technician who responds
Can we set up an auto-assign rule so that unassigned requests are assigned to the Technician who first responds to them? The response could be via email or via the portal. Thanks, Scott
Issue with Attaching Files to a Ticket
Hello, Last month we rolled out Sensitivity labelling within our environment using M365 purview Information protection. After that we started to notice an issue where by files and document that carry certain sensitivity labels cannot be attached to a
Export/Move all data linked with the assets from SDP to AE
Hi I would like to ask if there is any option to migrate data from SDP to AE. Last week we bought new license for AE. We have lot of products/vendors/ Purchases and assets linked with but luckily no an tickets linked with assets. we have 11,2 version
ODBC connection
Hi We always used an ODBC connection to extract the data from the postgres database of Servicedesk for a data warehouse that we use to do some powerBI report. After on of the latest update of servicedesk the connection doesn't work anymore is there something
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