Forgot password option for customers
Hello, I know that is an old request but I think this is a must. Thank you.
Approved Status incorrect after Approver is added.
Hello, Once a request is "Approved" and technician adds another Approver the status for the added Approver in "Approval Details" is "Pending Approval". However, the status for the request remains on "Approved" and therefore it is incorrect. We expect
help.servicedeskplus.com redirects to proprofskb.com
Why does https://help.servicedeskplus.com/agent-deployment redirect to https://www.proprofskb.com/login/ where I need to register with my email address and telephone number just to access support documents?
Allowing API key generation for technicians
How to allow technicians to generate their API keys, it seems the option only showing for admins the section is missing currently for technicians as showing below Version 12.0 Build 12000 Technician Adm
Script Idea: Parsing Request Description, paste Email Address in UDF Field
Hi ManageEngine, I would like to have a script (best in Deluge) which parses the description of a request and extracts all email address found. I would like to "paste" all these into a specific field (UDF) for further processing. I worked on a Powershell
ESM cannot include more than 100 users in an instance by name
I have created an instance other than the default instance and was trying to include specific users (which was not feasible by specifying department or site) for the newly created instance. But the system does not allow including more than 100 users.
Linux scan agentless
Good morning everyone! I know that scanning with agent is better but there is no longer a way to do a scan agentless? We have some linux servers under management in which, for contractual reasons, we can not install anything. For this reason, scanning
Updated Script: Auto Create CR from Email
Is there an updated script or another way to perform this action?: - create email filter to match subject or sender on inbound request - filter triggers a new CR creation - request is linked to newly created CR https://pitstop.manageengine.com/portal/en/kb/articles/how-to-create-a-new-change-request-automatically-from-a-parent-request
Is it possible to sort or limit search results in this community?
Folks, When I search this community, I often get very out of date articles that don't have any relevance to todays version or challenges. Is there a way to sort by date or limit the date ranges in searches? If not, is that something you can implement?
Populate the ticket description based on a field selection
Hello. I am working with the Field and form rules to automate our new hire process. I have a custom field called Title. Is there a way to create javascript so when a title is selected, it automatically populates the description field with specific information about that title (such as the configuration)? Thanks. Dave
Upgrading ServiceDesk Plus from 12003 to 12006
I'm trying to update Service desk with the new certificate import, but neither from command line or with updatemanager.bat the window to select the certificate appear. How can I update the server? Windows server 2016
List all technicians that have a role of X
Good morning, I'm using MSSQL on version 10.0.10004. Would you please be able to provide me with a query that allows me to specify the role and produces a list of all technicians that have that role assigned? Thanks, Adam
[SDF-89692 ] Dynamic Checklist or Tasks
HI, We would like to create a new ticket either via an email or an API call. We have a dynamic check list of items that need to be created when the ticket is created. For example - when we on board a new doctor there is a list of items that must be performed.
SAML support for mobile app
Hi is there or will there be possible to use SAML when using the mobile app? //Stefan S
Organisation with two change advisory boards.
Hi, Wondered if the following is at all possible. If an organisation has two CAB processes but one central helpdesk is it possible to have two "Change" tabs pointing to two different change lists. So the Tabs in the taskbar are totally independent of
How non-technician approver can see her approval history or her backup approver action history
Hi, In some service catalog approval workflow, we define two non-technician approvers as back-to-back. As matter of fact, we checked "Apply first approval action" option. Also in some scenario, non-technician approvers can see or know backup approver
[SOLVED] How to get the drop down email ID to notify in technician page for the requesters page.
How to get the drop down email ID to notify in technician page for the requesters page.
Exclude certain fields from Notification Rule: "Acknowledge requester by e-mail when the request is updated"
It seems that a request is "updated" whenever any field in it is changed. But we have some fields used for internal purposes, and when those are changed by the technician, how can we avoid sending notifications about them? Am I missing something obvious?
Desktop Central Integration
Desktop Central was a bit of a surprise for us. We went ahead and installed it on the same server as Service Desk Plus. We do not plan on getting a licensed version. We would only want to use the Desktop Central agents to scan assets. Is having Desktop
[SD- 100868]SCCM integration and software inventory
Hi, Because we didn't want to deal with the hazzle of managing a whole extra product (Desktop Central) in regards to configuration, patching, etc. we haven't installed the Desktop Central and therefore our Asset function in SDP is now limited. We've instead
Change - Implementation - Sorting of Tasks
When viewing the Implementation stage of a Change, it would be great if there was a sorting option for Tasks which just directly sorted by dependencies. For example, right now if I add four tasks and then I define the dependencies such that they go in
Editing groups of specialists is not available
Hello. after updating to version 13.00, the ability to get into the "Support Groups" section in Russian disappeared. After clicking on the link, returns to the page - /HomePage.do?view_type=my_view If translated into English, then it enters the page,
How to add fields with multiple section for Project Module?
Hi there, I want to add additional fields with multiple selection into my project detail (project module), is it possible? And how to make field required? Thank in advance for your help.
Select different owner when creating a project
We are on SDP 12006. When creating a new project, the only user in the Owner dropdown is the person creating the project. We have multiple technicians that have the Project Admin/Manager role associated with their Technician account. How can I get other
[SOLVED]no login for Administrator in web interface
Hello, i have a problem with administrator login to the web interface in service desk plus. when i prompt the credentials the system returns "username or password is incorrect" i search in the logs and i find this: [08:31:31:344]|[02-22-2022]|[com.adventnet.authentication.internal.PAMImpl]|[INFO]|[59]:
Python script for update CI Name
The task is to massively update the names of CI from the excel file. It is necessary to write a script, but due to little experience in python, I have difficulties in working with the API (Update CI). Can you please help with this? Are there any ready-made
Solutions section - Is it customisable?
I am just making the last few amendments to the Self Service portal before launching it to the business. Some of the feedback I've had is that the 'Solutions' section is not aesthetically pleasing and looks very archaic. Is there a way to customise it,
Added new instance - only one technician?
HI We are testing a new instance and I wanted to allow my supervisor to demo it but I received this message: "Your license type does not allow you to add more than 1 technician. - Technician add" Is there any way to allow more than one technician for
How to register device damage on the assets module
Hello, I am am trying to figure out how to keep track on device damage`s . And pull reports to show how many devices have had damage the last week or month. Currently we use a google sheets doc to write it down . An extra tab called damage history with
Creating ServiceRequest by API
Hello, I'm trying to create a service request via API I'm using "is_service_request" field for this in body. But getting response: "field":"is_service_request","type":"failed","message":"Read only field cannot be edited" Can I make this field editable,
Single Sing one Error
SSO log error: 2022-01-01 12:13:09: jcifs.smb.SmbException: The SAM database on the Windows NT Server does not have a computer account for this workstation trust relationship.
Asset explorer / Desktop Central Agent without Desktop Central Server?
In the past we have maintained our assets using the Asset Explorer, in the release notes for the new SDP version we were told to use the Desktop Central Agent in the future. How can we use the Desktop Central Agent without installing the whole Desktop
Database size
Hello, Just a general question here. Other than a scheduled database maintenance cleanup. Is there anything else that can help purge the data? For example, performing a clean up for asset scan history, or, removing system notifications? Regards, Gary
Add image button to notifcations
Hi Can you please add the ability to use my company logo (add image button) to notifications? I added them my self using html editor but they stopped working after one of the updates. Please enable add image to notifications.
Execution Order for Business Rule criteria
I did not find any documentation for Business Rule criteria execution order request: criteria: (A or B) and C What would be the order I have to use? 1: A or B and C 2: C and A or B 3: not possible to define as order has no impact on functionality (always
Error Restore
HI Friends I have a problem while restore SDP data my SDP database is Postgres. I'm using Arabic Language. Error message text file has been attached to this topic Service Desk 11300 My Database Postgres
Auto assign on technician availability
Isn't technician auto assign supposed to assign tickets only to logged in technicians? The thing is that some technicians leave at 4pm and others at 7pm and we dont want to get tickets assigned to the techs leaving at 4pm. Is this possible? Cheers!
Technician Auto-Assign vs. Business Rule
Hello, When I enable Technician Auto-Assign and I have business rule assigning tickets to technician, which one will rule, the former or the latter? Thank you for your answer. deniz
Archive posts on this forum
Hi Is there a way to archive some of the posts on this forum? When I search for ideas or how to approach certain things, posts from 12 years ago which do not relate to the current versions or haven't been active since then are unhelpful in the results.
Forum Search Results
You should fix the Community forum search so that the results are always displayed Newest to Oldest - it's not really helpful when searching community posts to show me items from 12 years ago.
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