Disable "Add notes" action in closed request.
Hi! Is there any possibility to disable "Add notes" or any other action in closed request?
technician role for close
Hi dear I have a question about technician role when he want close a request. when he select close from status,in open windows,he see a radio buttom feild with 2 option: "has requester acknowledge...?" so he can choose yes!! and close the request🥴 is
how do manageengine servicedesk Disable login from all users
ServisDesk giriş ekranında, teknisyen olmayan kişilerin Active Directory bilgileriyle giriş yapmasını engellemek istiyorum. We want to remove "ad" login authorization from all users.
Which SDP patch is the latest (11.3.11309 or 12.0)
Folks, Perhaps I'm confused, but the release notes state that the latest service pack is 12.0 and has a description of those changes (released 25 October, 2021), but there is no patch for this on the site and the application reports the latest patch to
Large Migration Leap
We are currently using the 32-bit version; build version 10.0 of ServiceDesk Plus. Is there an easier way of just building out a new server to the latest version, and migrating the DB over to the new one? If so, what is the best course of action.
How can I hide a fild on the Default Request Template?
Hello, I want to hide a field I just created in the Default Request Template when the call is first opened (actually when the status is open). Then I want the area to be shown when a custom region is selected. I created the rules as I mentioned below,
how to hide checklist
Dear SD team, Could you please guide me on how to hide the checklist button in request details page or requests list view
Change request audit on deletion
We have noticed that there is no trace in the system logs when you delete a Change record. Is there any auditing in place in the Change module? Can you enhance the system so that deletion of Change records is added to the System log in line with deletions made in other modules eg Problems and requests. Thanks
Edit Account for Change
A Cannot edit an change efter it Closed. The reason i want to do this is statistical reasons. I have a change who has the wrong account assigned. A was cheking the roles and the permissions. The user who is doing is has role Change Manager with
Receipting assets via purchase order - provide serial number for non Workstation assets.
In the process of kicking off asset management in SPD, build 11302. Im currently backing filling purchase orders ahead of scanning / importing desktop / laptops etc so that i can link recent equipment back to its original PO paperwork. For Workstation
Reorganising Categories and Subcategories
Our original categories and subcategories don't really fit any more. If we change them will that affect existing closed and open requests?
Customize reply template per support group
We have several support groups configured and want to customize the reply template based on which support group a request is in so we can specify different contact phone #s for each group. For example - Group 1 - reply template should include phone number
Require Stage 2 approval similar to the field $ReportingTo
We have 5 stages of approval members in which Stage 1 and Stage 2 are dynamic and three stages are static. In our environment we have many branches each users have different L1 and L2. We were able to make the L1 as Approver by providing the respective
java error in std
Good afternoon. in the logs of the win 10 system, the errors "java.lang.OutOfMemoryError: Java heap space" began to appear and the SD just freezes and then turns off. After 10 minutes, it turns on again, and then "falls" cyclically. how to get rid of
Transferring SD to a new virtual machine
Good afternoon. there is a need to transfer the installed CD from one host to another. From Win 10 to win server 2019. Tell me what and how to transfer to save all current settings and applications?
How to disable a category or subcategory?
Hi, I am planning to add some services and incidents of a new department to ServiceDesk. Logically I have to add them all and build the right structure. After confirming its validity I can release it to appear to end users. Unfortunately I could not find this option although I have some services from the initial implementation which are disabled. Which means that the option is there but it is not allowing me to do it so how. I appreciate your quick help and support. Majid
Custom Trigger not working after update to 11.3 Build 11308
Hi all, recently we updated our SDP instance to 11.3 according to the change log the API v1 is end of life and we need to use the V3. After the upgrade we started to have issues with 2 custom triggers that we use daily. one is "Change Status In Progress"
Release Management - Cost?
HI, Is there an additional cost for the new Release Management ? How does this work with change management module? SDF- 27495 : Release Management in ServiceDesk Plus ServiceDesk Plus now supports Release Management in the IT help desk. Release management
API request to get the list of open Requests in a particular group
Hi Team, I wanted to ask, if there is a way I can make an API request to get the list of workorder that is assigned to particular group and the status is open.
How to use different cabs in the same change template
SDP 11307 Case: I have one change template for installing software. We need to use different cabs for different software. Can we automate this process, we know all software, that we need? P.S. Also, we want to define this cab in first stage.
Repeating Task Reminder
So we have some techs in our environment that are only in SDP to complete some onboarding/offboarding task. However we have issue as some of them will let their task sit open for weeks to months at a time. I'd like to get something set up where once a
Customize login page
Hello, How can I change the text "Log in with SAML Single Sign On" on the login page? For example change to "Login"
On Hold Status
We recently bought service desk and there is one annoyance my techs are complaining about. When a tech views there my open request, the on hold requests show up under the open request. There is a selection for my on hold request, which just shows the tickets that on hold. This is what my techs are looking for on the my open request, just to show the open request, not the on hold request.
Installation issue
Im trying to install on PC ManageEngine Help desk Plus 9.2 but when install almost finish just stop and continue to infinity.
Questions regarding Project Templates
I've been tasked with creating a new Project Template. I've done plenty of them for Incidents and Service Request. But I have some questions for Projects. Does every Project Additional Field I create show up on every Project template? I created some new
Backup Technician
Build 9.2 Build 9221 Where do I go to assign backup technicians? I just put one of my technicians "Out of Office" and it assigned her as her own backup. I need to change that to one of my "In the office" technicians. Leslie Myers City of Liberty
[SD-96594]Tickets with new Messages are not Bold anymore
Hello We just made the update from 11200 to 11300. When someone sends a reply to a ticket, it used to change the Font of the Ticket in the Request list view to bold. In 11300 this does not happen anymore. This makes it hard to notice if there are any
Notes Field Mandatory
I want to make the Notes field mandatory, whenever a ticket is reassigned to any group/technician
Attachments in resolution
Hi, In a request, when attaching a file under "Resolution" and setting the request status to "Resolved" I have configured a notification email for the requester. The attachment gets saved in the resolution but the notification email does not contatin the attached file, This is confusing for our technicians and requesters because we often refer to the attached file in the resolution notification mail. Regards, Alexander Nordin Region Halland
Integration With AWS service.
Can we connect AWS Config service with SDP for asset management??
SAML with AAD from NTLM SSO
Hi What is the best option to migrate NTLM SSO to SAML based? Ideally with AAD. We also have optiomn to use on premesis ADFS, Main concern is to mach login and not creating separae users when dynamic creatin is enabled, https://pitstop.manageengine.com/portal/en/kb/articles/how-to-configure-saml-with-azure-ad
Remove All Attachments Trigger
So, this doesn't need to be a trigger. But here is the issue. Over the weekend McAfee scanned and identified a hundred or so files on old archived tickets. Every single ticket was for a Spam/Phishing ticket that a user had emailed in when something made
Support for OpenJDK
I know all ME products use insanely outdated and end of life version so of Java, Eventually these will need to be upgraded. What information should we be aware of considering the changes in Oracle Java licensing. We are currently going through all our application to determine if we will need a subscription to maintain the systems java software. Currently SDP is running 7.55 (which was end of life in early 2015). Other products we use have already moved to OpenJDK. We need to know the future plans
Outlook Add-in for Service Desk Plus
Hi, I am working on an Outlook add-in for SDP. First of I want to complement you on the API development and the features that you have implemented. I would like to ask you what is expected from the API development in the near future so i can take that into account before i release a production version of the add-in. if you are interested in trying the add-in and give me feedback that would be appreciated. Best regards, Valdi Hafdal URL : http://www.valinc.net Add-in for Support Center Plus
DCentral sync to SDP, missing computers
Hi, I've noticed that SDP is missing assets that are in DCentral - my computer being one of them. I can see my computer in DCentral, but not in SDP. Now SDP uses the DCentral agent, I dont know how this integration syncs. There are settings in DCentral,
Filter out BCC emails
Hi We are getting allot of BCC emails that turn into requests that we do not want. How can I filter out the BCC emails from creating unwanted tickets? Thanks.
Notification Template - Reply and Forward
Hi, I've been doing a lot of work to update all our notification / reply templates and I think I've overwritten one I didn't want to. So the scenario is we have a ticket and a 3rd Party has responded to an email and this is now appended in conversations
Test Environment Versions?
We've run SDP for years but now find that setting up a dev environment would be a good idea. I've reviewed the instructions here https://pitstop.manageengine.com/portal/en/kb/articles/how-to-build-a-test-environment-for-servicedesk-plus but I need a
Break Time Custom Operational Hours
in our office there is a break during the day which means our office operating hours stop, for example one hour, can we adjust the time for operating hours, for example starting time at 08.00 am, break 12.00 - 13.00, finish time 17.00? ? so at that time
Pass Through Authentication
Hello. I can't find Pass Through Authentication settings(checkbox). It used to be on page Admin - Users - Active Directory. Where can I find this? Version:11.3 Build 11308
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