Why can't I pick - closed?
When updating the status - "schedule status change" why can't I chose a 'closed' status? I want the request to close if I don't hear back from the client. For example they send a request - we udate our status to "HOLD - waiting to hear from user" then
Assign or notify to group after approval action
Hi, When the approval action is taken, the request must either be assigned to a group and notify the group automatically. At the moment there is only requester notification available. For example when a request is submitted for purchase of a Laptop, the request should be automatically assigned to the IT purchase group only after the approval action is taken. Please advice. License Info License Type = Registered Product = Professional @Name = Muralee D.@ @Mobile Number = 050 6424099@ @Database Name
Changing priority is not changing the SLA of service catalog
Hi, When i as a technician, changing the priority of the ticket its SLA remain same, and because of this the due by date is not getting changed too, how can i change the SLA of ticket with changes in priority.
Deactivating Users
Is there a way to inactivate a user or technician without actually deleting their account? Cheryl Ankrom Jennmar Corporation
Delete built-in CI types
Is it possible to delete built-in CI types? I don't seem to be able to select them for deletion.
Upgrade failed to 11304
this is the 2nd attempt for us to upgrade from build 11207. We uploaded the logs the first time and were told the issue would be fixed in 11304. Upgrading to 11304 failed. Sep 3, 2021 6:43:43 PM [com.adventnet.servicedesk.updatemgr.util.SDPreProcessor]
Automatic user association site based on domain name
1. Can the system change the site if there is a keyword in the subject line? 2. Upon receipt of an application from an unknown user, a new user is generated How can I bind automatically to a site based on @domainmane
CTI Integration with Starface (Script)
I am looking for your kind help in the integration of Starface through CTI. Does anyone created a script for Starface or an other telephone system?
Reply to a request from end-user by API
Hi, I want to create custom mobile app for end-user (customer) support. In this scenario, our customer install my custom app and our technician login with SDP. Also I want to chat and conversation with end-user by custom mobile app that connected to SDP
Can a technical user access the service portal?
Hello, I wanted to know if there is a way to access the service portal as a technical user. Because it would appear that only guest users have access. Correct? If it exists, could you please indicate me via a screeshot from where to access? thanks a
Autoselect SLA and Site for ServiceRequest based on User Site info
Is there any way to asign SLA and Site for a Service Request based on the user site that is requesting. This is possible for Indicent Request but i can´t find how to make it works for Service Request. We have multiple Sites configured and as we can't
Retrieving Approval ID or Approval Stage ID from request using API
Hi, I am looking for a way where I can get Approval ID associated with a request. As of now, I only find that to be do-able through accessing SQL table manually. Using API requires providing Approval ID which I am unable to get from within the request.
Profile pic - Picture not working new version
HI Just updated my dev version to 11303. Now none of my technician pictures work - under profile. For my user I go and change the image - and it doesn't give an error - but no image is displayed. Using the exact same images I used in version 11203.
Migration - postgres database
Hello, While migrating to Build 11200, we are receiving an error "Error occurred while migrating postgres database. Uninstalling", in the install step. It then reverts the installation. Viewing the LOG shows that it is BLANK. What can we do to troubleshoot
Disable user creation when opening new requests
Hi, i want to disable user creation when opening new requests, if users does not exist, don't creat there, have to go to administration, users, and create it from there manually
jira custom fields is support?
Hello jira integrate cansupport jira custom fields? how can i custom? edit jira.xml or other?
[SD-90595] Warning: Your database transaction log file size has crossed the threshold.
hi, i recevie email every days as below : Product Name: ManageEngine ServiceDesk Plus Build Number: 11124 Your Recovery Model:FULL Last Log Backup taken on 2020-09-13 07:00:03.0. Follow the instructions in the given link to backup your log file: https://help.servicedeskplus.com/general-features/performance-guide.html$LogFileSize
Auto-assign owner in assets
Why does this feature suggest only few owners for workstations whereas all workstation have active users but it doesn't show in the "suggested owner" list?
Migrate from Postgres SQL
Good Morning, Currently we are using the Postgres SQL for Service Desk and Desktop Central. I would like to know if we can migrate from using Postgres SQL to SQL Server 2016 Enterprise. Both applications are at the current version. Ed
Add the requester's manager to a field in a ticket
I need to populate a field in the ticket when a requester opens a ticket that pulls the $reportingto$ for that requester into the ticket. Also I need to have the $reportingto$ manager as the first level approver for the ticket. I'm not sure how to create
11303 Multi-Site FAFR Workaround
For anyone like my company that is multi-site, avoids making a whole set of incident/service templates for each site, and had a lot of things in FAFR break when FAFR stopped seeing the value of the "Site" field, here's a workaround. Example of why we
Minimum Permissions for WMI Scan for Windows Server
I'm a little hesitant about storing a server Administrator account inside of ServiceDesk+ for scanning Assets. Is there a minimum set of permissions needed or a how-to for configuring WMI with least privileges on Windows Servers?
Category of new generated tickets are assigning automatically
Hello Team, Category of new generated tickets are assigning automatically and Most of them are incorrect. manageengine servicedeskplus 11.3 Build 11301
Ticket not updating based on customer reply.
Hai Team, As I checked today that whenever we close the status will be closed on the same ticket when a customer came back it is still under Closing only is there any way to achieve it like when a closed ticket got a response we need that status to be
como configurar mi ip publica para que se pueda ver desde el exterior mi aplicacion
requiero ver mi aplicacion desde el exterior
Send Survey Response to Technician
We have a good number of survey responses and many positive comments for our techs that do the work. However I just found out they never see these, like ever. IT if often a thankless job so sometimes getting a "Thank you!" for your work is the difference
ManageEngine monitoring and integration with Zabbix
Dear Team I am doing configuration on Setup ManageEngine ServiceDesk to integrate with Zabbix and meet this issue. Do we have any example or template for this parameter? Thank you Terran Nguyen
Microsoft Teams Integration with Service Desk Plus
Hi there, is there any integration planned with MS Teams?
After installing 11205 build a rules script does not work correctly.
I have script in the Incident Management - Field and Form Rules - On Form Submit : Listing of script: /*Site to description*/ var old_description_content=$CS.getDescription(); var SiteText=$CS.getText("SITE"); var new_description_content= old_description_content
Remove Site from Incident Template
We don't want to show the Site in our Incident Template. Is there a way to delete it or hide it from incident template? (We are using Service Desk Plus Cloud) Thanks, Dinusha
Is it possible?
Hi, Our clients have a budget of development hours they can consume they we determine if they're chargeable or not. I have a standard report to track this but I was wondering if we're able to set-up any alerts when there budget gets lower than a specific
site 24x7 integration with ServiceDesk Plus fails.
Hello All, I am trying to integrate my test service-desk plus instance with site24x7. I followed the steps mentioned in the Service-desk Plus. still after generating the client ID, client secret, and Code, I am getting the following error as shown in
Scripting in Task Template
Hi All does anyone know if you can script from the request details e.g. we get a task in to say we have a leaver, the request comes in from a generic account, within the details of the call is a line Name: XYZ I would like (if I can) to have a task template
Print a Ticket automatically (Network printer)
Is there a possibility that a ticket that is created will be automatically be printed on a network printer? If its possible is possible to define the field to be printed?
Set Due Date on a Task Template
Hi We have tasks that get assigned to the same support groups every month for Auditing. It's the exact same tasks to the exact same groups. What would be really nice is the ability to automatically set the task due date. Currently we create the ticket
Is it possible to reset the user_id in Servicedesk Plus?
Hi, I had run a query "select * from aaauser;" and realise that the user_id number is not sequential. Is there anyway to reset/set the id number Thanks
No more custom trigger notifications?
In business rules, custom actions to trigger notifications is no more supported. However, existing rules with custom actions to trigger notifications are retained where you cannot modify the notification details except To and cc fields. HI, I see in the
Barcodes
Hello, Does anyone use the barcode feature? If so, can you explain how you use this feature? I am having bit trouble understanding how to use this.
How to create a task from a web form ?
How to create a task from a web form ? can anyone share your process if using service desk plus for account creation ? Here is what i am trying to do create a task from a submitted web form for account creations and want to setup a sub task for roles
Create ServiceDesk instance which doesn't have assets
Hello--is it possible to create an instance of ServiceDesk that doesn't have assets? We want to make some instances for HR and Accounting and they have no use for assets, CMDB, contracts, etc.? Is it possible to disable these features for an instance?
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