Send Notification of Overdue Changes
Hi all, Is there a way to configure a notification to be sent to technicians who haven't closed a change? I'm hoping to be able to send a reminder notification to technicians whose approved change has passed the scheduled end date and the change hasn't
Home Page (My Task)
In the Home Page Task still shows task (despite its canceled status).
Template for problem
Hello everyone, I would like to know about the "Problem" form. Is there no form template like in "Services" or "Incident"? I want to add a template for "Power Outages," but I don't see where I can do it or where to add the fields. Does anyone have any
Can I use Request Timer to delay starting the End of Service SLA clock?
Hello, I want to have the End of Service SLA clock start 2 business days prior to the staff member's Last Day of Work. Can Request Timer be used to do this? Today almost all of our End of Service Requests breach their SLA as these requests are often submitted
How do I add field "Business imapct" to a Report of All Assets in SDP?
Hello, how do I add field "Business imapct" to a Report of All Assets in SDP, please? I was searching the filed via table schema, but could not find it. Basically, can you share an SQL (MySQL) to extract all columns related to all assets? Thanks Tom
How can we send a Notification once the Service Request is Approved along with the attachments attached to that request?
Dear All, How can we send a Notification once the Service Request is Approved along with the attachments attached to that request? Regards, Wajahath Farooq
Scheduled Reports page not loading
Hello, Scheduled Reports page not loading. We have seen it in previous versions, and today we updated to 14.9.40, and the issue is the same.
Centralized Dashboard
Is there a way to create a centralized dashboard repository that can be shared with specific users/groups/roles?
Custom Scripts are run by Owner of Integration key not by the Integration key
Whenever a Custom Trigger with a script is run the History is updated with the Owner instead of using the name of the Integration Key. In our case that means that the same Technician seems to be in almost every request updating it. We'd like for the Integration
Automated Close and Existing Resolved Tickets
Hi all, If I enable the automated close feature in Service Desk, will it only affect new requests, or will it close all past tickets that are set to Resolved? This will be important for me to know, we have a large number of requests with the resolved
Email Commands - One Additional Field Not Populating
I'm doing some testing of using email commands with additional fields. I have an incident template with a fair number of custom fields on it, and most of the fields are working fine. This includes a mix of text, date, and select fields. However, I have
Technicians - Request view within own Group
Hi Is it possible to configure Service Desk + so that Technicians can only view/update Incidents and Service Requests within their own Group.
New version 14303 - still broke. Surprise and sadness continues...
Hi Installed the new release 14303 on our dev server today. One of the items listed in the readme was: · SD-99034 : In rich text editor, hitting backspace after adding a line break reverts the font to Roboto. I had big dreams of writing an email to my
Approval tracking in project management?
Is there any ability to track approvals in the project management module? Can you assign approvers to a task or milestone to track approvals? This is a key requirement for our SOX SDLC, and if we are to use the project management module to track ongoing work in our department, we'll need a way to have end users "approve" requirements, testing and release plans. Can this be done in 8.2? 9.0? Thanks.
Ability to see screenshots in worklogs
Currently only the user that puts in the worklog or an administrator can see a screenshot that is pasted into a worklog. Is there a way for other technicians to be able to see these screenshots without granting them adminstrator access. I looked at role
How to make Worklog Type required field
Is it possible to set the "Worklog Type" field as "required" in the Worklog entry? Thanks,
Delete Users
How can I delete all users from the Users list in my Dev instance.?
Integration SDP to Analytic Error | Api Credentials Error occured
Clear resolution if a status changes
Dear team, if there a way that a resolution can be cleared using a business rule if a ticket status changes . ie. from awaiting end user to open I have a default template that we have a standard resolution in and we have a business rule that moves the
Error 1013 - schema is inconsistant
Hi Trying to install version 14810 - Stale connections? Anybody else tried this new version yet? Any ideas? or submit a ticket?
Software License Tracking
Like many organizations it's easy to get bogged down with tracking assets and licenses. I'd like to see what some of you all are using to track software license usage. We have multiple software types (O365, Adobe, AutoCAD) as examples that each has their
Change Default Focus Field on Incident Template
I have just noticed that for our requesters when they begin to fill out a request the default focus field is always the Subject field, regardless of its location on the incident template. In some cases, there may be many fields further up on the page,
[SDF-83747] Digital signature when user gets assigned asset
Hello , I am looking for a way get users to digitally sign ( lets name it a contract) when they get a asset assigned. I know this can be done within the template but cannot find out a easy way. Any tips ?
Script to Create Text File
I would like to be able to create a text (specifically Ansible Playbook or YAML file) file from a request. For example, a request is made filling out the Ansible requirements. From that request and using the SDP variables, a YAML file is created and saved
Endpoint Central: free edition installation
Hi, Team, A customer of mine wants the Endpoint Central agents just for inventory purposes on SDP. Can we install the Endpoint Central on a dedicated server or does it need to be installed on the SDP server? Thanks
How to Populate "Product Types", "Product Names" and "Assets" on Request Additional Fields?
Dear All, Is it possible to populate "Product Type" at first selection and it auto. populate its related "Product Names" in second request additional field. Once the Product name is selected, it auto. populate's In-Store "Asset Name" on the third request
SDP - Change request status on technician or user reply.
Hi, I was wondering, is there a way to automatically change a request status to "User Responded" when a requester adds a note, replies to a message or attaches another file? Also, when technician does the same, I would like the request to change its status automatically to :Awaiting Response" I've tried to use the business rules, but they seem to lack this functionality. Is there any other way around? Thank you, Miron
Technician Forwarding an Email as the Requester
Hi all, In service-desk products I've used before, I've utilised the ability for techs to forward an email request to the system on behalf of another user. For example, the tech receives a direct email with a request from an end-user called Joe Bloggs,
Import SSL Certificate from command line?
I am wondering if it is possible to import an SSL certificate from the command line rather than being forced to use the GUI. This would let me use the "Certify the Web" app to generate a Let's Encrypt certificate and import it to SDP automatically.
wildcard search in servicedesk plus
is there no way to do a wildcard search in SD+? the search is terrible currently... I've tried regex, %, * can't seem to get anything to work.
Worklog custom field mandatory
Good morning, Is there any way to make a worklog custom field mandatory?
Revoke Request life cycle
Hello, I have a RLC where there is a need release the ticket from the Life cycle in a specific situation, and change the template. I saw in another topic that this seems to be a feature in the cloud version of SDP. How can a Technician use the Revoke
ServiceDesk Plus On-Premise Free Version
Dear team, One of our clients has obtained a Free Edition license of ManageEngine ServiceDesk Plus (On-Premise) earlier this year. While the activation process was completed without issues, the client would like to confirm the following: Could you please
Change Template
Hi all, Is it at all possible to add a new expander field into a template? I have a use case where I want to add a new field into our Change template, to match existing OOB fields. Example below highlighted with '1'. I don't see any options to do this,
Add a place for custom CSS directly in the ESM portal
When customizing the ESM portal the only place to edit it is in the \ManageEngine\ServiceDesk\custom\style\aesm_portal.css file Currently when upgrading the helpdesk we lost all of our changes in that CSS file Please add a place in the ESM portal where
How can we Update the Request Fields through Request Custom Functions?
Dear All, I would like to have a Request - Custom Function where it updates the Level (field) to "Tier 2" and also updates a Request Additional Field (udf_sline_8711) to "Request Approval Level 1 - Approved". I will be using this custom function in Approval
Assets Display in Request Form ServiceDesk Plus Build 14970
Dear Support Team, I am encountering an issue with asset visibility in ServiceDesk Plus Build 14970. Below is a detailed description of the problem: Problem Description: The initiator has 5 assets assigned to them: Computer Laptop Monitor SIP Phone Tablet
Home Screen Based on Requester's Department or User Group
We are standing up an after-hours call-in help desk which will be setup as users not technicians. We already have one user group for our customers. Their home screen is setup and allows a limited number of Incidents, Requests, and Solutions. Can a separate
Assign technician group based on template
I tried to set up a business rule and a trigger and neither allows me to select a template that is a service request. On a trigger I can get the service template, but field update of the "technician group" is not there On a business rule I can't select
Notification
Hello everyone, I would like to know if it's possible to have the notification here (in the notification icon) in the event that: an approval request is sent to me (pending approval request) and also if there is a response to a comment I made on a request
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