How to fetch assets's details while crating new ticket
Dear Support Team, I m looking for a way to get assets details of selected assets like serial number, model or product
Auto change requester name from email address
We have an automated email that is sending mail to ServiceDesk plus to create a ticket. I want to be able to change the requester name to a different user from this email address. Is there a way to automate this?
release notes
You have a list of SP's and how the Migration Sequence (ServiceDesk Plus migration sequence | ManageEngine ServiceDesk Plus download old version | ManageEngine ServiceDesk Plus latest version / version history | Upgrade / update to ServiceDesk Plus latest
How to cancel a request, need your help please.
Hi everyone, I need your help plz! when I cancel a request I must choose the reason for cancelling the request, my question is how to modify this list of reasons and include more reasons that are customized to my workplace? Thank you in advance.
lyfe cycle
Hi support team who is can help me I want to create lyfe cycle and add status assign i am created it personally. If technician clicked this button the ticket shoud be assigned to technician who is clicked to him Why it is not work how can i resolve
Base Columns off of Request Filter
The attachment says it all. But there are a ton of forms I've made that have custom fields. Some of these we've made custom filters for but we need to drill into each form to see specific data such as Effective Dates or Facility Names. We could add those
Script to assign calls based on subject
Good Day I am looking for a script that will assign calls based on the subject, consider the following examples: Subject "2nd Floor-HR-Printer" Assign Call to Peter Subject "17th Floor-HR-Printer" Assign call to Steve The reasoning behind this is that
Integration SAP with service desk plus
Hi, Whenever raising the service request in SAP, it have to create service request in service desk plus also. To achieve this requirement we are trying use the REST API of service desk plus as explain in the below url. https://www.manageengine.com/products/service-desk/help/adminguide/api/api.html Could you please guide me how I can achieve this. I can understand that the general form of the API url as below. http://<servername>:<port number>/sdpapi/<module> Here i am looking right API have use
How to Submit request for Reappoval?
I'm building a form that will require approval. If the form doesn't have all the required data or some is incorrect, the form is rejected and the requester is notified. The requester can then edit and update the request. But they are unable to submit
How to get report for 4yr old assets ?
Hi Everyone, I am looking for report for 4yr old assets ? in Asset explorer
Deleted the junk notification filter rules
Hi, I accidentally deleted the Junk Notification Filter rules from the OnDemand version of SDP. Does anyone have a screen shot of these default? I see someone had the same problem about 10+ years ago on this forum, but I figured I'd request a fresh
Trigger Task on Evective Date
I have several forms built in the Service Catalogue used for employee onboarding and off boarding. When these forms are submitted, there are tasks that are triggered based off of fields that are filled out on the form. So not every form will have the
Switching from Service-Now to ManageEngine
Hi Experts, We are switching from Service-Now to ManageEngine and I need the following clarifications: Is it possible to upload some requests from Excel sheet (after setup of the categories, users and groups) Do we need programming to automate requests
How to add multiple values to a field?
Hi, I am trying to make a field & form rule to change the subject of a change. But it fails. I want to change the title to be Title + Value1 + Value2. Example. Title==TEST Value1==10.0.0.0 Value2==New York When the change is submitted i want the title
Backup Technician Auto assign
Hi there, is it possible to set the backup technician automatically if the Technician is in holiday?
Problemas configuración correo ServiceDesk
Buenos días, en mi empresa usamos su herramienta y nos está dando problemas con la configuración de correo entrante. Nuestro servidor de correo es https, la configuración que tenemos en ServiceDesk es imaps, TLS habilitado, puerto 993. He hecho una prueba
Retrieve asset information from user
Hi I want to create a Service Catalogue request template for Leavers so that a manager / HR can raise a request for an employee who is leaving, and have the ability for the leaver's name to be added as a field (resource question) and it automagically
Mutiple requests with the same category to change priority
Hi, I am looking for a way to that multiple requests of the same category in a given time frame can be escalated to either a higher priority or to create a problem. Any ideas welcome :) Tom
Making Change Management Fields mandatory.
At the Planning stage in Change Management; We want to make Impact, Usage Plan, Exit Plan Checklist and its annexes mandatory fields. How can we do? Version : 11308
SDP additional field
My applicant implemented the SDP with the AD correctly, but it is necessary to add an additional selection type field, which allows choosing a user from those imported by the AD, the number of users was 28k, I do not know if it is possible, but in your
Letters in Ticket ID?
This has probably come up before, but is it possible to add Letters to the ticket ID? (i.e. "HD60058" instead of "60058")
Classify sender to external user, tikect by email. SDP
Hello, my applicant acquired SDP to be able to manage their ticket in an easier way, but there is a very important point that I cannot find in the SDP, when the client creates the tickets by mail externally, they first verify the mail domain that sends
Size of "Description" field
Hello. I need to set the size of the Description field (Incident). I have modified the size in the corresponding template, but the change is not retained. Can I do it via script in a form rule? Thanks you!
Creating Technicians that aren't available to assign
I have some ERP analysts on our team that need to view private notes left by I.T. Technicians in Service Desk. We made them technicians to accomplish this task and assigned limited view only access. I do not want them to appear in any incident or service
Need help. How can i link an existing task to a specific project. How can i do this?
Hi there. Need help. How can i link an existing task to a specific project. How can i do this? Thank you.
Auto assign technician when replying to request
Hi, I would like to auto assign unnasigned ticket to technician when this technician is replying to ticket and only if technician is from specific support group ex.:"IT-HD". it should be triggered when replying from application as well as replying by
Chat Integration - Cisco Jabber
HI, Doubt this will happen - but I'll take a shot. We use Cisco Jabber chat and I see that SDP has some new chat integrations coming, slack, telegram. Any chance of Jabber integration? Chat Enhancements Integration with other chat tools, such as Telegram,
ServiceDesk Plus - Mobile App Questions
Hi, I have a couple of questions about the mobile app. Is there any way we can add our own branding to the app? Is there an easy way to track requests logged via the mobile app? We would want to report on the app's usage across the business etc... Are
Business rule is not working after editing fields
We have created business rule for group auto assign based on a field ( Say A) selected by the user. But when user edit the field A later group is not changing. it is suppose to change as per the criterion. Kindly assist
How to recover a deleted Request id?
Hello, if we delete the request id, how can we recover it?
ServiceDesk+ integration with AD Manager
I have ServiceDesk+ integrated with AD Manager. I have the custom action setup to populate the fields from the request template to the appropriate fields in AD Manager. However, on AD Manager, I have multiple Templates per Department depending on the
can not assign task to a group of tehnician
Hi everybody I created a group of technicians "infrastructure group" and added 5 technician to that group. after that I created a service catalog and added some tasks in this catalog for one task of them, i do not want to assign task to a specific technician
how to get the requester's additional fields value in template's field rule script?
Hi team, My requester now have an additional field and I can see that it has a 'API Field Name'. I'm wondering if I can get the requester's additional field's value in the Form Rules by scripts?
Can a Service Catalog Request have conditional Tasks based on field values?
I am designing a Request in the Service Catalog (SDP 9106) for new hire accounts. Based on the responses selected for various fields, I would like to create or enable specific Tasks for different groups. For instance, I want to include a Task for the Security Team to create an Active Directory account, only if the question "Create AD Account?" is answered Yes. Likewise, if the user needs a cell phone, I would include a Task for the Telecomm Team to provision a phone. We have a lot of conditional
Task ID + Task Title + Work Log Report
Hello, I have made a report under New Custom Report and then select TimeSpent module. It can show Account, Time Spent, Time Spent Technician … etc but I cannot find Task ID, Title in the field list. Also, I have created a few worklog additional field
Users Sync not working
There is an issue with user synchronization. - Users already removed from the synchronization OUs are still displayed within the Users & Permission - Users (Active Users) section. - Users modified on the DC are not updated within the Users & Permission
Servicedesk - custom action - open url of other application
We have an additional field where we maintain the ID of a ticket in another application. I would like to be able to have a button / menu item that builds the url to the other application https://ourotherapp.example.com/Workflow/Taskdetail?id=<custom field
How can I do task for more than one specialist?
How can I do task for more than one specialist? Or,How to mark the working time of several employees (or department) at once?
Mulitple Email Accounts
Hi, We manage a couple of different support mailboxes: support@company1.com support@company2.com They both sit on different office 365 accounts. - Is it possible to get them both attached to the helpdesk? At the moment I can only see how to do one.
Business Rules - Notify Technician
How do we configure a Business Rule to send an email notification once it was executed? Product: ManageEngine ServiceDesk Plus Version: 10.6 Build 10600 Database: postgres
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