Announcement Customisation
Announcements can be an extremely powerful tool, are there any plans to enhance the customisation of it? Below are some ideas of enhancements I would use for my organisation: Restricting announcement visibility to Sites / User groups - stops un-affected
Post update issues
Problems started to appear with the last update. Alerts templates became uneditable. Username and password fail on the first login, but login on the second attempt. I add a signature in the user personalization section, but when the request is answered,
Changing the background or icon color
Hi All, Any idea how can we change 1) the background color of the menu bar 2) change the default '?' icon We are receiving feedback that the icon are difficult to be find. We are working on version 11.1 Build 11142 Thanks
SAML - NTLM SSO DATE?
HI I see that we will have to switch to using SAML and not NTLM SSO. This will take us some time to setup in our environment. What is the date that NTLM support will stop - so I can tell my sys admin? Thanks!
Delete Contract
Dear SD MSP How to delete the contract or the billing contract
Adding fields to templates
Hello, How to automatically add an available field to all existing templates?
Share Request via API / Powershell
When I'm trying to share a request to a group via API and I'm having some issues and need assistance. Any feedback would be appreciated, but for my purposes in my environment I need to utilize PowerShell. if I have the square brackets [] I get: Invoke-WebRequest
Change filter based on previous 7 days
I am trying to add a widget to a dashboard that would show change requests created over the past 7 days based on risk. My thinking is that since we can do an "External Widget" that references a filter, I am trying to create a filter that shows only low
Users can no longer see Support Groups for their Site
Since updating to 11.3 (Build 11308) Our users can no longer see the Support Groups for their site. The Request form shows their correct site, but the Group list is blank. Has this happened to anyone else or is the a new setting i need to adjust that
How to create an automatic send submit for approval ?
We receive hundreds of requests that we manually send them to the managers for approval. How can we do this automatically? And make the system send the all requests for approval automatically instead of doing it manually
How to allow the users open servicedesk plus via their computers?
We installed the servicedesk+ on one of our servers. It has been finalized and ready to be launched inside the company. But how can make users and employees to open it through their computers and make requests? I tried to publish (deploy) the servicedesk+
Stage 2 Approval using $REPORTING_TO$
We are using $REPORTING_TO$ to provide stage 1 approval for requests. Is there any way a second level of approval can be defined where the next level of organization hierarchy is used. In our system $REPORTING_TO$ is defined by an Active Directory import. So in effect a requesters manager is the name in $REPORTING_TO$. What I want to try and implement is the manager's manager to be the stage 2 approver - is this possible at all? Regards SimonT
not visible ticket management
Hello! For specialists - for the administrator, too, the control menu has disappeared somewhere. I can not see anything. From different PCs and in different browsers. this is an example of an administrator login after authorization tikets:
Different CI types show up in Admin CI Types vs. regular CMDB and Assets. HOW? WHY???
Below is a screenshot of two pages in our our Manage Engine Servicedesk Plus. On the left side you see what is shown when I try to administer CI Types through the Admin -> Configuration Item Types. On the right side you see what I see when I look in
ServiceDesk Agent Scan at Boot
Was the agent scan at boot option removed from ServiceDesk with the upgrade to (11300) and the change to the Desktop Central agent? We are currently running ServiceDesk Plus Build 11307, MSSQL Desktop Central was automaticaly insttalled for the agent
Customize Survey Form
Is it possible to customize the survey form to add a link to the request in the survey email body that the survey is connected to? We get a number of people who submit requests and cannot keep track of all the ticket numbers. It would be nice to add a
Restore 11.2 / 11205
hi i have 11.2 / 11205 and I need to restore from backup I need to reinstall the system and transfer the copy. How should I install the distribution?
Default DesktopCentral Admin Account gone after SDP
After setting up Service Desk Plus our local admin account for Manage Engine and SDP are gone.
Prevent technicians from assigning reqs to technicnans in other groups
Our 1st level staff are in one group, and 2nd level in another. Currently, our 1st level staff are able to escalate requests, and assign them directly to 2nd level technicians, bypassing the 2nd level manager (that assigns reqs individually) Is it possible
Managerial Call Monitoring
I manage a team that uses ServiceDesk Plus. Occasionally I see calls on the system that I'd like to keep an eye on the progress of just to make sure things are going smoothly e.g involving sensitive customers, possible high profile issues, technically
DUO Multifactor
We're in the process of implementing DUO Multifactor authentication for our network. Are we able to use it in ServiceDesk Plus?
[Create_JIRA_Ticket] Is this a bug?
Hello My jira epic have custom field(ITPM),type is user API but the html form does not have this field Is this a bug ???
Application Labeling: How about using a different abbreviation for DesktopCentral other than "DC" in ServiceDesk
Hi folks, this is a preference, but everytime we see "DC Service is not reachable" our techicians grow concerned that the product cannot reach our domain controllers, domain controller being the historical association with the abbreviation "DC." Would
Notifications not working in automation tab
I want to apply notification rule “Acknowledge Requester by Email when a new request is received” in Automation. But it not working and I can’t get any emails to requester.
Changing the Ticket Title
Hello all... Many of my users do not provide useful subject lines, if they provide a subject line at all, when they submit a ticket. In Spiceworks, I can edit the ticket title after it is received. Here is an example: I would like to edit "green" to
Backup questions
HI I plan on doing an upgrade to the latest version this weekend. Is the SDP internal backup that runs every night the exact same as the one that is invoked as part of the update package? If I have a backup from the night before - I could skip the backup
System Role Permissions breakdown
Hello, Is there somewhere I can view the permissions that are selected for each of the below Roles? System doesn't allow you to view the permissions. Many thanks, Lisa Build Information Your Version : 11.1 Build 11140
Roadmap Update
Can we get a complete update of the roadmap? The last update was 4th August. Thanks
how to fetch values in an additional field by API from another server
Hi , in our organization some of the services In the Service Catalog must have additional fields with dynamic values that could be fetched from another server or application By Api. could you offer us a solution for this scenario. we are working with
Using Duo for Multi Factor Authentication
Can I use Duo (Cisco) for MFA with self-hosted Service Desk Plus? My company is deploying Duo site wide and anything that does not support it will eventually be phased out. Thanks, Michael
Bloqueio de Usuarios
Boa tarde estou com a versão O que está acontecendo em alguns momentos aparece que o usuário está bloqueado. Alguem pode me ajudar ? O erro é esse
Is there API to enumerate picklist additional field values
Is there any API to enumerate picklist additional field values?
SDP / Reports by contract type
SDP 11205 / standart Can I add additional fields to the site entity? For example, indicate the number and type (hourly / fixed payment) of the contract?
Automated Closed resolved requests not working
In fact, I am facing a problem that is: When the request is resolved, it is not closed after two days as specified in the attached picture. We ask you to help us solve the problem. Thank you very much More Details: SDP Version: 11.1 Build 11109 My greetings
Email asking for help with not much description
When we get a new email asking for help - Is it possible to make it where people get an email if they dont put in a minimum description? For example when we get an email with a very little description of the problem to email the requester back with a
SDP integration with TFS
Hi Team, Is it possible to integrate TFS with SDP for project and timesheet management.
Assign ownership via API with email address
I currently use a PHP script to assign assets to users from within one of our other business applications. I use this part pf the XML to assign the asset to a user. However, I have some employees that have the same name. Is there a way to assign an asset to a user by email address via the API (because employees with the same name have different email addresses)? <multi-valued-parameter name="Assign Ownership"> <record> <parameter><name>User</name><value>$user_name</value></parameter>
What is the difference between importing users through Active Directory and LDAP?
Running version: 11.3 Build 11304 I know what the difference is in the two services as a whole, but when reading the descriptions in ServiceDesk Plus, they appear to be almost the same thing. Can someone enlighten me in what the difference is and or the
Hiding additional fields in a ticket for administrators
I have an application template with many sections and additional fields. All these fields are subject to various rules and when the application is made out, not all of them are visible, but only necessary. But when a technician receives a request, he
Change request types
Dear all, What are the change request types you apply in ServiceDesk Plus? In which cases do you create a new change request and submit it to the approval mechanism? Can you please provide an example?
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