wildcard search in servicedesk plus
is there no way to do a wildcard search in SD+? the search is terrible currently... I've tried regex, %, * can't seem to get anything to work.
Worklog custom field mandatory
Good morning, Is there any way to make a worklog custom field mandatory?
Revoke Request life cycle
Hello, I have a RLC where there is a need release the ticket from the Life cycle in a specific situation, and change the template. I saw in another topic that this seems to be a feature in the cloud version of SDP. How can a Technician use the Revoke
ServiceDesk Plus On-Premise Free Version
Dear team, One of our clients has obtained a Free Edition license of ManageEngine ServiceDesk Plus (On-Premise) earlier this year. While the activation process was completed without issues, the client would like to confirm the following: Could you please
Change Template
Hi all, Is it at all possible to add a new expander field into a template? I have a use case where I want to add a new field into our Change template, to match existing OOB fields. Example below highlighted with '1'. I don't see any options to do this,
Add a place for custom CSS directly in the ESM portal
When customizing the ESM portal the only place to edit it is in the \ManageEngine\ServiceDesk\custom\style\aesm_portal.css file Currently when upgrading the helpdesk we lost all of our changes in that CSS file Please add a place in the ESM portal where
How can we Update the Request Fields through Request Custom Functions?
Dear All, I would like to have a Request - Custom Function where it updates the Level (field) to "Tier 2" and also updates a Request Additional Field (udf_sline_8711) to "Request Approval Level 1 - Approved". I will be using this custom function in Approval
Assets Display in Request Form ServiceDesk Plus Build 14970
Dear Support Team, I am encountering an issue with asset visibility in ServiceDesk Plus Build 14970. Below is a detailed description of the problem: Problem Description: The initiator has 5 assets assigned to them: Computer Laptop Monitor SIP Phone Tablet
Home Screen Based on Requester's Department or User Group
We are standing up an after-hours call-in help desk which will be setup as users not technicians. We already have one user group for our customers. Their home screen is setup and allows a limited number of Incidents, Requests, and Solutions. Can a separate
Assign technician group based on template
I tried to set up a business rule and a trigger and neither allows me to select a template that is a service request. On a trigger I can get the service template, but field update of the "technician group" is not there On a business rule I can't select
Notification
Hello everyone, I would like to know if it's possible to have the notification here (in the notification icon) in the event that: an approval request is sent to me (pending approval request) and also if there is a response to a comment I made on a request
ServiceDesk Plus Solutions Template
Is there a way to edit a Solutions template in SDP? If so, can someone point me where that ability is - I cannot find it.
Unable to start servicedesk after patching
Hi, I had service desk plus onpremise, v13.0, and wanted to upgrade to the last version. Unfortunately during patching something goes wrong, and now won't start and give this errorr message. Error code 10005 Previous patch not applied properly,hence contact
Scan Failed
unable to Scan Assets
Change Management - Comment
Is it possible to include the approval level 'comment' to the workflow Notification mails? As a comment is mandatory to when approving/denying; the added comment should be visible in Notification as it could contains important remarks.
Query Strings
When we click on Home->Assets (and under All My Assets)->Printers (or any asset), we are directed to the following and do not see the entire product listing of printers (or specified asset). Type=Printer However, when we click on the Assets tab at the top and then click on Printers in the resources area, we are directed to the following which does show the entire product listing of printers. TypeID=3&Type=Printer I was informed that this was fixed in 7013 and so we are now running the latest patch
Restrict technics from editing requests
Good day. Is it a way to restrics technics from editing requests ? I mean base fields like urgency etc . They need to be able to answer\close requests only.
Subtask in Project
Hello everyone, I'd like to know if there's a way to add subtasks to project tasks in Servicedesk Plus. I've already seen "Dependency," but that's not really what we want, but rather subtasks if there are any in the tool. Example: Sincerely
Change Status on Technican reply only for Specify Support Group
Hello, i have a question. We would like to have the "change status on a technician reply to "XX" only for a Specifiy Support Group. As we are working with many groups in the ServiceDesk and not all of them need the change of the Status when a Technican
Are State Change rules in Request Life Cycle supposed to trigger on all field changes?
I have several transitions leading to the status Open. And at least one of those transitions has If Technician = Empty Field Update->Techician->$LoggedInUser Lets say it's called X Now when any technician transitions from X to Open the Techician value
Integrating service desk with VOIP
I know one of the goals of the service desk is to reduce phone calls But 65% of users still tend to make phone calls What is the solution? How can you really reduce call rates? Does this solve the problem by integrating service desk with VOIP ? Please write about your successful experiences
Display input field if selection is "other"
Hello everyone, I would like to create a custom template in "Incident Template." What I would like to know is that when I use the drop-down list, there are several options and "Other" at the end if the selection isn't in the list of choices. I want when
Migrate ServiceDesk Plus to another server
Hello everyone, I have to migrate SD from 32bits to 64 bits, so Im trying to do it to a second server, because I cant get stopped the productive server so much time. The server prod is still running, and I installed the app at 64 bits on a new server.
The merged ticket problem
Hi Had a technician email come to me asking 'why can't i find this ticket - I know I emailed this person'? After hours of searching it was due to the ticket being merged. We need a better way to find all the merged tickets - a grid or something similar
Get a list of all ID from report or DB ?
Hello, I hope you are doing well, my team has built their dynamics fields in all the forms used in script in each rules in each forms. I would like to know, to help me maintain all those script, it would be beneficial to get all the ID from different
Can I see the "user view" of solutions?
Hello, I published a Solution in the Self-Service Portal and made it available to All Users. Is there a way for me to see what this looks like from the user's point of view? I'd rather not have to pester a random co-worker in another department to help
Reference Entity (Asset) field doesn't link request to asset history
Hello We're using SDP On-Premise and have a custom pick list field in our service request form. This field uses the Reference Entity option to pull data from the Asset module. It works well in terms of usability — the user can easily select the correct
Can I make the System Notifications toggled on by Default?
Hi, Is there a way to make the conversations sections for the request module tickets toggled on by default? I'm working with some custom triggers for emails to be sent on arrival of our JML tickets. Only problem is, unless the technician toggles the system
Forwarding an email / signature
When forwarding an email, it would be nice if the personalised signature was inserted above the message being forwarded. Is this possible ?
Change tasks - how to close open tasks when a change has already been completed
we are on the following version of service desk plus: 14.5 Build 1450 When we raise a change and have tasks created in each stage, what i have discovered is that if we have 5 tasks and we close 4 of them and then the change is closed, we cannot go back
How to restrict asset selection to only one in Service Catalog request form?
Hello, We are using ServiceDesk Plus On-Premise, and we would like to restrict users to select only one asset when submitting a request through the Service Catalog. We have tried using Field and Form Rules with the following script on REQUESTER.ASSET
Unable to ticket generate
We was @ithelpdesk email id password has changed hence unable to generate manage engine helpdesk ticket kindly resolve at the earliest
Adding Solutions
Hello everyone, I would like your opinion on the use of solutions or the knowledge base on Servicedesk Plus, please? Currently, this is populated by resolutions provided by technicians based on the problems encountered. But I would like to know if it's
Multiple Accounts in One Mail Server Settings Configuration
Hello, I need assistance with mail server settings configuration, in particular.. can I use multiple accounts to fetch emails in one service desk product? Thanks in advance.
Search for "Descriptions" in task templates
Hello Support, for some of our technicans its neccassary to search for "descriptions" in our list of task templates. For example when there is a descritpion to Virtual Maschine. When a adminstrator replace a Vm and wants to edit all the tasks where is
Mail Fetching not working
I have run into an issue with mail fetching not working after I upgraded from 14820. Prior to that version I had to edit java.security file and add TLSv1 and TLSv1.1 to force Service Desk to use TLSv1.2 which is what our mail server uses. That file located
Is it possible yet to mandate attachment in incident template?
Is it possible yet to mandate attachment in incident template? I saw on a reply a year ago that it will be available in future releases.
Locating the data from the 'Time Analysis' tab in the SQL tables
Hi, Sometimes we have requests from managers to say, for example "for last year, how many tickets did x group receive, reply, move, close?", or "for last year, how long did it take for x group to do a first reply to a ticket?", or "for last year, how
Upgrade Error in SDP 14850 – UDF Migration Failed
Hi all, While upgrading ServiceDesk Plus build 14850 on a PostgreSQL database, I encountered the following error: "Request UDF Migration cannot be proceeded in this setup. Kindly contact support for further assistance." The upgrade process stops at this
Alter Index Failed Error
If I set performance schedule: I get these errors (system log): I have set the manage engine service account to match my SQL service and SQL agent account. And gave full perms to the folders/subs folders. Also, verified account has full db owner perms.
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