Removing/ Hiding Default "New Incident" template
Hi, Is there a way by which the default template for creating incident "New Incident" template be hidden or removed for specific User groups/ Support groups/ Department/ Requesters. Can anyone pl share feasibility to do this pl. regards, R Karthikey
Duplicate workstation assets showing as IP addresses, eating up total asset count
Hello all, My title pretty much describes the issue, but to clarify: I have a 500 IT asset limit in my Service Desk environment, which is fine because I have less than 400 total workstations and servers to keep track of. However, I am noticing that many
Field and Form Rules: External data
Hi, Is it possible to populate a drop-down menu with values from external sources (say Active Directory) using Field and Form Rules? An example could be a drop-down menu of all the company sites. And instead of having a static list in the custom field
Change Database
Hi I used the application database itself (Postgres) I entered a lot of information Now I want to change the database to sql server Can you help me?
SSL Renewal but I do not have access to the keystore password.
I need to renew my SSL certificate for service Desk, but I do not have the password to the sdp.keystore file. The documentation states that I will have to start anew. Is there a best practice for doing so? Should I rename the current sdp.keystore to something
Custom function to send reminders to requesters after set period of days on Awaiting status
I have searched the forums and found a script that is a year old and uses Python to script it. Is it possible to either do the reminders via Deluge script?
Non-Tagged/Tracked Asset Loan
Is there a way to loan out non-tagged/tracked assets? We have to loan out a significant amount of assets that IT normally doesn't track at an individual level (webcams, monitors, etc.). Is there a way to allow for the loaned assets to accept generic
Query Request Cataloge and Tasks
Please provide a query: Request Cataloge name, Technicians, Tasks on request, Task owner, Task group, Task status
Script to extract Time Zone based on Personalize Tab settings of a user
Use Case: Since we have DevOps and Developers for application deployment in different parts of the world, it would be good if we can specify different time zones (i.e US EST, GMT, etc. ) on the Change template. Is there a script that we can use to extract
approval script for additional field and form in the service request form
Dear Support, I need solution, when i select any user from the additional field and form in the service request. when i add the request then the selected user from the drop down menu will send an email with approval link. screenshot provided for your
Aproval Request Link
Hi Team, Can you help me, I tried to create aproval ticket but the approval link does not appear in the notification to the approver which makes approval by email difficult
Submit issue form
Some users have not account, but she/he call phone. Please Provide simple form for submit request via API with this fields name: phone: subject: listbox (option 1, option 2 , option 3)
Upgrade stuck on 3% from 11000 to 11100
Hi, I tried to upgrade from 11000 to 11100 but the installation stucks at 3%, i wait for 3 hours and it's still there. i do a reinstall and a rollback to 11000, I don't know what's happening, i attach the logs file. i'm using a MSSQL database
ServiceDesk Plus free edition is expiring!
Dear all, I installed ServiceDesk plus Standard free edition but now I'm getting a message that the license is expiring in the next couple of days!. This is puzzling. Anybody with an idea on how to resolve this? ManageEngine indicates that free edition does not expire, and this is what I expect. Regards, Davis Onsakia
Report all Worklogs on requests
Please provide a report: Request Cataloge name, Request Technicians,Request Title, Worklogs Technication, Worklog type, Worklog Taken Time
Ticket reply Notifications
When a Technician replies to a ticket the requester gets an email notification But when the requester replies, The technician does not get a notification This Option is Checked "Notify requester and Cc users when a technician's reply through email is appended to the request" Thanks
Schedule Custom Triggers
Hello, I'm trying to automate part of my offboarding process (AD management) and am following the tutorial located here:https://pitstop.manageengine.com/portal/en/kb/articles/enable-or-disable-an-user-account-in-admp The issue I'm running into is that
History Tab on Customer View
Hello, Can I please ask why the History tab is visible to Customers under the Requester view of Manage Engine? I would prefer my customers aren't able to see every action that is taken on the call and who by, but it would appear that they can pretty much. For example we don't state which technician the call is assigned to yet the customer can work this out by looking at the History tab. Is there anyway of hiding the History tab from Requesters? Many thanks, Lisa Version : 9.1 Build 9118 SQL: 8
Hide default request for technicians
How I can Hide default request for technicians?
Hide All Assets filter on Associate Assets
Is a way to hide "All Assets" and "All Sites" on Associate Assets? Via Servicedesk acesss or via Css file? We do not want Technicians to see all assets and each other's assets
SMPP support
Dear Team, Do you have SMPP 3.4 support for SMS? Please suggest if there is any other way to configure it via script.
Submit request for used by asset
Please consider this scenario: We have a workstation that is used by 10 requester. How can any user submit request on that workstation?
Populate Data in Form from SQL Table
I have created a Request form. In this form I would like to populate some data from the Vendors as a pick list. I have test the "$CS.addOptions("WorkOrder_Fields_UDF_CHAR11",["Test","Oops"]); " option with no luck. Any Ideas please.
Category
I am needing to readjust the group category. I found the difficulty because I will make 2 categories 1 single turn but the sub will enjoy. Today or at least what I have seen I have to re-enter data. I suggest that you can move to a subcategory of another easy way without the need of retyping.
[ SD-100415 ] Black screen when trying to log in using SSO ADFS in an android application.
Black screen when trying to log in using SSO in an android application. ADFS on Windows Server 2019 Application version 5.6.2 Server version 12004
Survey run after close request in SDP application
Hi, I want to notify requester in SDP application by alert in application without send email. I want to resolve request by user and then get survey question answer by SDP UI wizard. In my organization users not use from email. Thanks for helping
SDP - Annoucements
We are on ServiceDesk Plus 12.0 (Build 12004) 1) When making Announcements, how come it does NOT show on the Home page. If you click "Show All" (with filter option for "All Announcements"), it still will not show on the next window. Sometimes, refreshing
SDP with DC Free after 25 computers
Hi all, I have SDP 11.3 Build 11308 integrated with Desktop Central 10.1.2137.2 free version, everything was working fine untill I reach de 25 computers allowd by the free license. I have installed the DC Agent on other computers after reaching 25 device
Ticket Assignment
Looking to see if this is possible at all... We let our techs choose their own tickets out of the queue. What I'm hoping to find is a method to auto-assign the ticket to the technician(s) as they respond to the tickets either via email or directly within
is possible to get the user id from the API token?
is possible to get the user id from the API token? If it is not possible, when adding a request by a API call, if the API token owner is not the requester, in this situation, does the request can be added successfully? On the other hand, does the system
Way to restrict accepting tickets when ticket count is above a specific count?
I do not want to use Auto Assign but I also do not want technicians to "hoard" tickets or accept more tickets than they can handle at a time. I want to be able to do the following: When a technician reaches 10 or more tickets, disallow them from accepting
Multiple approval answers in one request
Hi I am trying to figure out how to make this scenario work in SDP. A servicerequest requires several approvers for different stuff, lets say one approver for a computer and one approver for access to a system. Two approval questions is getting sent
Import List items into custom field
Hi there, I am making a custom field for different hospitals and have 1,250 of them to add but can't seem to find a way to import them and really would like to avoid manually copy pasting them in which would take a long time. Is there a way to import
Query/script to delete multiple reply messages based on Subject from multiple tickets
Hi all, Due to some internal changes we need to do some clean-up in the ME SDP database. Hence the following request: is there a method, script or query that will delete all Reply-to messages with a specific Subject, from all tickets? Thank you for your assistance - it is very much appreciated.
Update manager not working after update to 10000
Hello, After update to 10000 UpdateManager.bat not working. When I run UpdateManager.bat nothing happens. When I run .\scripts\UpdMgr.bat I recieve error: The system cannot find the path specified. Error occurred during initialization of VM Could not reserve enough space for object heap Error: Could not create the Java Virtual Machine. Error: A fatal exception has occurred. Program will exit. What I need to do to resolve issue? Windows Server 2012, MSSQL 2008 Regards, Anton
[ SD-100376]Alter Autofill Behavior in SDP for Chrome
I just wanted to give some feedback that when using ServiceDesk Plus (On-Premises, current build 110307) with Google Chrome (Current, most up to date Version 96.0.4664.110 (Official Build) (64-bit)), the auto-fill suggestions for commonly used input fields
Assets Lincensing
Hi, I would like to know, the licensing of the assets is based on the status or any asset added to SDP will count as a node, even if the asset is "Disposed"? I make the question because I want to register all out IT Assets in SDP, but I need to know
Transitions buttons doesn't appear for requester manager
Hello, life cycle has been created and assigned a Transition for requester manager and give the manager authorization to show the incident, but the Transitions buttons doesn't show when he access the incident. manager is defined as requester. Transitions
URL Redirection
Hi Support, Thanks for the excellent reply to my last query; I got another question concerning URL redirection. I would just like to know how to redirect our http://servicedesk to the http://servicedesk:8080/HomePage.do URL. Thanks.
Zia Configuration Suggest Template is erasing request details
Last week we updated our environment to v120000. We also decided to enable the Zia Configuration settings for the Requests module. Today, when reviewing tickets that were submitted over the weekend, I noticed if I accepted the template recommendation
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