Can I display additional field from CI in ticket Change form
Hi everyone, I am a newbie with ME SDP. I have just been responsible for administering ME SDP. And I need a support about the customization. We want to create new additional field in CI form named Affected Service. This field will have some values such: EMAIL/AD/LAN/WIFI,... And in the ticket Change, after we choose affected CI, we want the value of affected service in this CI will display automatically in ticket Change. Can we do it in SDP? If it can, please give me a guide to do this. Have a good
Externalization and internalization Service Catalog configuration
I have an Idea, Externalization and internalization Service Catalog (service forms configuration) from current server to another server, Like wordpress
Users custom widget
hi, in reference to this old ticket: https://pitstop.manageengine.com/portal/en/community/topic/more-default-widgets-to-choose-from-for-the-self-service-portal the folder structure is changed and i don't know how create the widget with more information. can you let me know how do this? service desk version: 11.1 Build 11121 on windows server 2016 thanks
How to Find Assets by All IP Address?
Hi we have many devices with multi IP Address, But I can't Search with all IP address in Search Field. Search Fields just work with first IP add (that IP Add when discovery asset). How can I find my device with any IP Address that set to device?
Service Catalog Templates Import/Export
We are implementing service catalogs with our SDP installation and not seeing where I can export or import templates. Is this possible? I've seen different information in the forums regarding this being a feature request. If it is not possible, what is the roadmap for having it available. Is there a work-around perhaps in SQL that can be used to export/import? Thanks! Scott
Auto-Assigning tickets to Groups
I know you can Auto-assign to technicians, but I have multiple groups that I assign tickets to and each group has a team of techs that will pick those up to resolve. I would like to be able to auto-assign to specific groups opposed to a technician. Is that possible?
Custom Triggers: Auto Suggest variable
We'd like the ability to add the Auto_Suggest variable to custom trigger notification templates.
Custom Schedule: Folder Deletion
We have a requirement from our data team to purge documents that contain Personal Information within SD+. For example, in Change Requests there may be customer data within our Test Results (deploy stage) or in our post deployment Sanity documents (verify stage). Is it possible to run a script under a custom schedule to delete all folders within the Change folder under File Attachments?:
How to best bring potential projects into our IT Integration and Development Funnel?
We use the ServiceDesk Plus Enterprise (on-prem) product. This was put into place with focus being on the help desk folks first, but now I have been pulled in to see how it can be used to feed requests, problems or changes into our IT Development and Integration funnel and become projects. Some examples of what becomes a project: The Business has a need for a new system (legal tracking, time card entry, equipment usage entry or whatever). Maybe we have an existing system needing replacement or maybe
Incidents/service requests with a "pertains to" user
We're currently using SDP 11119. We have a bunch of service request templates created. Many of these requests are completed by another individual/supervisor, but pertain to a specific user. In these templates, we have created a custom field called "User name" to indicate which user this request is specific to. Is there a field or something we can put on a service request or incident template that will be a "Pertains to" user field so all assets and everything else for the ticket is specific to that
Removal of People option in CMDB
In the past before we upgraded to version 11000, there was an option in the CMDB to go to People and look up what group a technician was in. Since we've upgraded, it changed to Users and Group is no longer listed. Our helpdesk used this feature daily to properly route tickets. Please assist.
Email Error Log
Where Email error logged on servicedesk?
Ticket from S/MIME
Hi guys, we are close to deciding to purchase Manage Engine Service Desk Plus Enterprise. It is maybe old news or stupid question, but I'd like to know if it is possible for Service Desk to accept an S/MIME email for creating a ticket. Our current system does not support it, created empty ticket. Many thanks
insert teamviewer button on self-service portal
hi, my installation is 11.1 build 11121 on windows 2016. I would like to add a widget with the teamviewer button. I have already created the button via the teamviewer site but I cannot insert it. if I try to add an html widget the code is displayed and not the button. this is the code: <! - TeamViewer Logo (generated at https://www.teamviewer.com) -> <div style = "position: relative; width: 120px; height: 60px;"> <a href="https://www.teamviewer.com/link/?url=505374&id=1595500380610" style="text-decoration:none;">
Technician approval settings
dears, In order to prevent technicians from stopping the request timer by sending approval, I need to change the access of technicians as follows: 1- technicians can edit the requests (resolving the request, merge and etc) 2- technicians can view the approval tab, but can't modify it (submit for approval). would you please advise?
Hide Empty Template Fields on Submission
We have several workflows for incident or service templates that walk users through different questions using Form rules. Once the form is submitted we'd like the ability to hide any unused request fields from the Technician view. This was recently release for Resource fields which improved the look and feel for Technicians. see below (the - indicates the filed was skipped in the workflow).
Request Layout: Checklist
Is this intended that when trying to organize request tabs, checklist is shown twice? Initially I had Checklist sorted as the second tab, after upgrading to v11121 a new checklists tab is shown and Checklist was moved to the end of the tabs. Once I moved this new 'checklists' tab back to second place, the Checklist button appeared correctly.
SDP and Scan Network
Hi, Where can I read in detail about snmp, ssh, telnet network scanning? What a scanning algorithm, because for the most part these are control protocols
Pasting text into description or email reply displays as image
Hello. We are running ServiceDesk Plus v11.1 Build 11105, Enterprise. When pasting text into either the description field or into a SDP email reply, the text displays as an inline image. This removes any clickable links in the text. We are able to past the text "as text" but then must reformat any highlighting, links, fonts, etc. Example: We often use pre-formatted blocks of text to inform managers of new user's logon credentials. After pasting the block of pre-formatted text, a tech will fill
How to fetch request details from manage engine using C#
How to fetch request details from manage engine from on-premise environment using c# HTTPClient. Is there any SDK or sample code available. Building a WebAPI in C# and consuming V3 manageengine API. Thanks in advance.
Automatically merging tickets with the same subject
Is there a setting to auto merge tickets or do I have to run the script? Thanks.
Old Groups Changed name in Report
I change some Support group name it has been changed. But on Report filter the old names both(new name and changed name ) exist too.. why?
[SD-88920] Error when edit a task and select Milestone
I Created a task on a project When I edit the task and select Milestone and save it, this error appears: Task's parent entity cannot be changed
tree structure for customers
Hi,I would need to modify my "customers" or "requester" by generating a tree structure in order to better manage tickets. eg customer A -> shop 1 -> shop 2 customer b -> shop 1 ... Thanks
API Issues
Continually getting the following. No matter what the input string is, no matter how the JSON is formatted, I get this message. I follow the examples to the letter, and no matter what, I get the below message under result /api/v3/requests Example: input_data= { "request": { "subject": "Unable to fetch mails", "description": "I am unable to fetch mails from the mail server", "requester": { "id": "4", "name": "administrator" }, "impact_details":
Problem with updates to 11121
Hello, We have a problem with updates to latest version on Manage Engine Service Desk 11121. On 60% in process of upgrade, update manager return error failure Applying DB Changes , I attach log from update manager. Can you help me with this error?
central server settings in asset explorer
Hi, To distributed assets scan in the central server settings section in asset explorer, what do we need to enter for the domain name and log on to domain? When users of Asset Explorer and Service Desk Plus are imported from Active Directory, I get errors in everything I enter. It is much better if you give an example because help card does not say anything about Log on to domain. Thanks.
String to translate
in Approve tab this string isn't able to translate! "Auto approved by system since the approver has already approved in one of the previous stages" in all languge it's shows englishe message How I Can translate it?
v11118: FFR Section Based
We're in the process of testing this update and have questions about these enhancements: SDF-62184 : Option to show/hide section based fields in the request form using field and form rules. SDF-69545 : Option to execute FAFR actions at the section level of the request form. Where are these located? Is there any documentation in the Admin guide?
Allow users to switch their Site when filling out a request
Hi everyone using build 11120 is it possible to allow an end user to change the site the request will be for? We have a handful of end users that work across multiple sites and we cannot use the AD site from their user profile for approvals or routing. However, the users are savvy enough if we give them a drop down they can set on a template they can accurately pick which site the request is for, however, this field appears to be grayed out for end user and only links to what their AD account matches.
[SD-88462] bug in Central server settings in asset explorer
[bug report] hi, Central server settings in asset explorer have a bug, when the site defined in service desk plus is non-English, its name is displayed as question marks in the central server settings in asset explorer. thanks.
Survey Configuration and enable/disable for specific requester
Hi All, i have a question related to Survey Config at Service Desk Plus. Version : 8.0.0 Build 8016 when we activate survey, i can set survey frequency based on 3 options 1. when a request is closed. 2. when "N" no. of requests are closed. 3. when "N" no. of requests from a requester are closed. now, my requirement is, i would like to send survey request only to certain requesters or I should be able to exclude certain requester while sending survey form i am ok with either of the above.
Sync Service Desk Plus Asset Management with OpManager
Hi, Is there anyway to use information (sync) stored in OpManager database in ServiceDesk Plus? I mean we don't want to do double domain scans and adding lots of network devices in both products. And one more thing, I know that we can already sync OpManager and ServiceDesk Plus for automatic ticketing but I want to sync complete asset information (and not only a few like device name, ...) and store them in ServiceDesk Plus.
Technician cannot resolve request "value not provided"
Hello, I have an issue where I as the full admin can resolve an issue but my technician gets a weird property window popup with a warning "value not provided". Anyone run into this one?
Technician Notifications - send the note
hi, I was wondering if there is a way to send someone's note to technician by mail or rest post. I know its possible to notify that someone replied to the ticket but is it possible to send the message content? thks
Convert email to Service request.
I have a business need to create service requests from email. I have a business rule to create a ticket with particular subject line in an email. But i need it as a service template instead of incident template. Is it possible to do this? Any suggestions?
Field & Form Rules: Tasks
Hi, I am currently trying to create a new Field & Form Rule (On Form Submit) for a new incident template. My goal is to apply tasks to this template automatically. So I created task templates in advance and when I try to add them under "Actions" it says "no matches found". I feel like I should see all of the task templates there. Am I missing something? I've attached a screenshot. Thank you in advance.
How to list software asset in incident
Hello community, I want users and tech to be able to select any software assign , used, owned by the requester. i though i could do it in the asset field but the software category does not show in the list.
[SDF - 88579] Is it possible to populate ticket received confirmation with the LIVE expected resolution time?
Currently when a user logs a ticket they get the standard response stating the SLAs etc. Is there anyway to populate this response with the last x days average time to resolve for tickets logged in that category? Thanks.
SDP to JIRA 2-way integration
Hello Can You please tell me is it possible to intergrate JIRA in 2 way? I can create issue from SDP in JIra, but is it possible to update SDP ticket with JIRA resolution, notes , etc?
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