Asset Module Questions
Hi We do not currently own the asset module of SDP. Our sister company does own the asset module (on premise also). Question 1 - IMPORT/EXPORT Is it possible to import the sister company's assets into our on premise SDP (if we first purchase and setup
How to Auto. Deploy the Software?
Dear All, We've performed the Integrations with our Service Desk Plus and Unified End-point (UEM) formerly known as Desktop Central. We would like to auto. deploy the Software to our Requester End-points if the request is Approved. Please let me know
Surveys
We are currently using ManageEngine ServiceDesk Plus (please see version details below), and we would like to automatically assign a full satisfaction score (e.g., 5/5) in cases where the end user does not respond to a survey within a specified period
Unable to close tickets using bulk close option
Hi Team, I am trying to close multiple tickets at a time from "Requests" tab. When ever i trying to close a pop up show with below error. Note that in the Closure Rules nothing is set as mandatory during the ticket close/resolve. Please check the below
ESM - Viewing all Organization Admin users
Hi, New to using ESM, but is it possible to easily view all users that are 'Organization Admin'. The only way I see this this info is a small crown next to the user in the Users list. Don't really want to go through 7000 users to see which users have
15.1 15100 Availability for Free Users?
What is the availability for 15.1 15100 for free users?
How can i view only hardware workstation changed
Hi Everyone, I have a requirement from my leaders, they wanna know the report for summary hardware change in Asset, and they wanna trigger a notiification when user self change Hardware. Anybody recommend a workaround for this case
How to query technician operation logs
Hello， Today, a technician exported some requests, but found that all work orders were changed to this technician. I want to know how to query the technician's action log
How to check log who download attachment file?
We are currently conducting a security prevention check and would like to request your support in identifying how we can track or audit the download of attachment files from our ServiceDesk Plus application. Could you please advise whether there is a
Integrating SDP on premise with PRTG
Greetings Dear Community, I Would like to know if it is possible to integrate SDP with PRTG Monitoring tool. To explain further. I would like to implement this configuration, when a monitored device goes down, it automatically creates a ticket in SDP
Reply & Resolution Template - usage metering
Hi ALL We have my many Reply & Resolution Templates. How we can get report of usage each of them ? 14970 DB = MS SQL
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,
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