Assign an asset to Requester directly in request details page
Hi... Can I change an asset status and Assign it to Requester directly in request details page??? This is an Important Require for some technicians in our organization.
implement SDP on DC and DR environment
Hi All, upon checking on the addon license provided for failover in SDP, all the configuration needed to be on same network. But how to confirm when we want to implement SDP in DC and DR with different network? please share the information if someone
Custom Function/Script returns NULL for Request ID
Hello - I"m using a Custom Function/script to send out an email notification to all applicable Technicians when a REquester opens a ticket. Everything is working fine except: id = requestObj.get("id"); It seems as if the ID is not tey "created" by the
can't make a request from the answer
hello. please, help me. can't make a request from the answer if answer was added through the portal. but I can make a request from the answer if the answer was made via mail. I need to make a request from the answer through the portal and through the
AD Import - Dept & Site Refresh
Hi, We've just a big update of the department and office fields in AD. We now need to do a been clean up of Department and Site records in Service Desk. What is the best way to do this? I'm going to guess that each current record in those tables has a
Building the ME SDPPLUS on Azure
We are planning to migrate our SDP Plus to Azure with the latest and greatest. Is there a document that shows what planning needs to be done and also visio diagram showing how uses will be connecting to it as well as if we want to implement 2 factor authentication.
Approve a closed ticket
In our company, we are smaller and send approvals for tickets that we know will be approved and then close the ticket. (I don't make company policies, just do what I am told.) We recently upgraded to 11.2 and found that tickets can no longer be approved
Business Rule to send email
Hi, i want to create a business rule to send email when i have an specific status in the incidents. For example, i have a request in status "open", and when i put in "Closed" business rules detects this, and send an email, with an information from that
Manage Engine ServiceDesk Plus Free Lisans Problem
Hello there, When you register with the link below, a free license is not sent to our e-mail address, we request your help on the subject. https://www.manageengine.com/products/service-desk/help-desk-software/free-it-help-desk-software.html
Requests> Custom View - Shared ticket solution?
We currently have filters set up so that each technician sees the Requests that are assigned to them as well as seeing any unassigned Requests in their Technicians View: Request status is not "Cancelled","Resolved","Completed" Technician is "technicians
How can I avoid sending two mails to Requester, when closing a request in a Reply to the Requester ?
We have activated 'Acknowledge requester by e-mail when the request is closed.', which is fine, because the requester, then gets a notification, when a request is closed from Edit mode or from the right-side menu. But when a request is given the status
Outlook Actionable Messages - Supported Notifications
In the guide for configuring Outlook Actionable Messages it is mentioned that only certain notification types are supported: Acknowledge requester by e-mail when a new request is received. Alert the following technician(s) by e-mail when a new request
insertion d'une image en base 64
Bonjour je n'arrive pas a ajouter une image a un modele de réponse. Je rajoute la partie HTML a mon message, tout apparait correctement. Mais quand je sauvegarde, l'image disparait. j'ai fait des captures d'écrans, pas a pas. pouvez vous me dire si
New @ Function Problem
HelloWe were using the new function where you can mention users or technicians with an @ Symbol. With technicians it seems to work fine. However, if we mention a regular user and then try to show the system Notifications, they won't load anymore.
Change attachment size
How do you change the file attachment size in SD+ 11300? I have found other posts saying this is changed in the Admin > Self Service Portal settings, but I do not have an option for file attachment size. Thanks.
Automatic scheduled reply every 3 days
I did a search but found nothing, however I may be using the wrong verbiage. I am looking for an automatic reply email that would go off after say 72 hours. A "Hey, haven't heard from you, still having this issue? if not let us know, if so, please
Asset Global Search
I'm just looking for some clarification on what this means. Does this mean that... A. If I have over 500 Assets, global search just won't work or B. If I search for something and there are 500 (or more) Assets that mean that criteria, It will only show
How can i follow the requested features
Dear Team , Good Day , Please note that we have requested some new features where we got feature numbers and we dont know how we can follow it or priorities it , we are looking to have a portal where features is mentioned and prioritization is based
Blank column heading "Approval Status"
Hi all, Just a quick note - I'm using 9.3 Build 9326. I've added the "Approval Status" column in using the "Add / Remove Columns" button However, while it does display the status of the request (in the example below, it's Pending) the title of the column is Blank. Is this a known bug in this version? Has it been, or is due to be fixed in a later version?
Additional fields in the projects section
Hi, I want to add an additional field in the projects section and in details tab for each project that shows difference between Actual Hours and Estimated Hours. I will also add another additional field that applies a numeric formula to the previous additional
[SDF - 88209 ] ZIA Automated Approval Action emails - Modifying
Is there a place to modify the emails an Approver receives when emailing in their Approval vs clicking the Approval Link? Currently the message that is sent back is fairly bland. Using your response to the approval email, the application updated your approval to Approve. For more information, please log in to the application. This is an automated message. Please do not reply to this email. Just looking for a way to reword and even add thinks like, title, requester, etc.
Introducing advanced analytics for ServiceDesk Plus' user surveys
Hey there! We are excited to announce the release of Analytics Plus build 4760, which offers support for analytics on ServiceDesk Plus' user surveys . Existing Analytics Plus users can click here for instructions on upgrading to the latest version.
Can SDP invoke to call external aplication API
Hi I have a requirement to integrate SDP to other application in my company. The Scenario is when support person closed the ticket in SDP, then SDP need to send ticket information immediately (ticket number and closed time) to external Application. Which
UPN based login for SAML
Hi, In version 11200, the UPN-based login is now supported for SAML authentication (SDF-90182) has been added. How can it be used? What are advantages over the previous method for setting up SAML? Thanks.
Is there a way to monitor the mail fetching process?
We found our mail fetching stopped this morning. Our data ops group asked if there was a way to monitor the mail fetching service. We didn't see a windows service related to mail fetching itself, so assume it must an internal process. Is there a way to
Task Scheduled end time
Hi Can you please make Scheduled End Time viewable on the My Tasks section of the homepage?
Tasks in the projects section
Hi, In the Projects section and in the task tab, I want to create three tasks named task1, task2, and task3 so that all three tasks are closed at first. When task1 is in Resolved status, task2 will be in open status automatically. Also, whenever task1
Add Attachment trough API
Hi. We have very small expertise with API scripting, but we are trying to learn as much as possible in order to provide some options to our SDP customers. I wonder if you can help us with the next couple of questions: We want to close a ticket, adding
Changing font size using page script
Hello I would like to change the font size of the entire helpdesk UI application basically to make it bigger I am told that there is no setting to do that but I might be able to do it using page scripts if it is indeed possible can you tell me how p
Create and manage tickets based on subject line
Hi, Is it possible to manage tickets by the subject line and not use the ticket number? Thanks James
How to disable all invite mails
Hello, How do I disable every outgoing invite mail. This goes from users withing our domain aswell as external users. Regards,
Prevent service request from being closed if it has a pending approval
We are using SDP 11205. We have created some service request templates which have a single stage approval set up in the workflow. However, we have found the request can be closed without the approval being approved (regardless if approval status it "to
ManageEngine Analytics Plus (On Premise) Issue I can't Sync?
FAILURE :Could not update the configuration settings as an exception while saving the Advanced Analytics Configuration Details. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which
Mandatory suggestion in survey form
Hi How to mandatory suggestion field in survey form. Thanks
Help with understanding "escalation"
Hi, In SDP, there are SLA escalations, and also an "IsEscalated" yes/no field. I also know that an "escalation" may be when a junior technician needs to pass the ticket to a senior technician. Is the IsEscalated field just linked to SLA escalations,
ESM Planning - Department Planning Template
Hi All, Possible cheeky query for the customers that have/started to implement ESM in their company. Any one have a basic template to kick off planning sessions with each departments? If so what kind of questions did you ask? I know what I need to plan
I NEED REINSTALL SDP 11010
Hello, I need to reinstall SDP in version 11010, my backup is in that version and I lost my server on premiss, someone can you help me to download it.
Changes Widget for Technician's Homepage
I would like to create a custom widget for the Technician's homepage for Changes. I tried to use a link from the Changes tab with the Open changes visible, but it did not give the expected results. Even something like the Mini Calendar from the Change
Closure: Comments & Request Closure Comments
Folks, I have another usability question for the group: When a technician closes a request on behalf of a user (which, for now, is always the case for my team since we haven't introduced self-service), we are presented with two comments fields: Comments, and Request Closure Comments. From what I can tell (although I could be wrong), Comments The comments field is not viewable in the ticket itself (either to the tech or the requester), but it will display in the History tab and shows up in
User acknowledge for Assigned Workstation/Asset
Hi, We currently capture all our workstations and other IT assets in IT Online. We do have a manual process of having user acknowledge whenever they've been assigned IT equipment. We would like to bring this process online into SDP. Any idea how? Support
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