How to configure mail server settings in ServiceDesk Plus?
Here's a short video explaining how you can configure the mail server settings in ServiceDesk Plus for logging in tickets. This set up has to be configured to convert the users' mail into help desk ticket and also to allow the technician to respond to the users' mail from within the ServiceDesk console. Here are more such short videos to help you get the most out of ServiceDesk Plus. Brief explanation of the video: Step 1: In the admin tab, click on Mail Server Settings under Organizational Details.
Servicedesk Performance
Hello, When 50 users connect to servicedesk, Service performance drops sharply! And virtually nothing can be done except reset the service Its database is MS-SQL and it has been completely tuned, but the problem of slowness still exists why? ========= Details resource========= Server OS: Windows Server 2016 Server Architecture: 64 bit C Drive: 30.04 / 200.88 GB 14% RAM:32.0 GB Initial Memory: 128 MB Maximum Memory:22768 MB NO. of CPU Threads: 8 Snapshot Isolation: Enabled Log File Size:2056 MB
Can a warning e-mail come when the request status is changed
With the ServiceDesk Plus product, can we get an alert email when a call arrives in a situation where we determine the status?
Pagination for proudct page does not exist
Hi, I have 200 product record in Admin --> Asset Management --> Product. Unfortunately in this page doesn't exist pagination to control page load. When I open this page, show me this error: A web page is slowing down your browser. What would you like to do? What should I do? Do you have any solution for resolve this issue? Thanks for helping
Permanent Delete
Hi We have been using SD+ since 2008 and now wish to purge some of the older requests from the system. If I archive them, I understand that I cannot then delete them. Is there a way that I can move old requests to the archive and then, after another period of time, remove them completely? Thanks Gary
Looking for Automation in Ticket's notification and Status
Hi Team, Greetings! we are getting a ticket with specific subject line .In that ticket our internal technicians are not going to anything usually we forward the ticket to third party Daily we are receiving many hundreds of tickets like this ....its consuming more time and work so now we are looking to automate this by..whenever the ticket raised with specific subject it should get automatically notified to the third party's mail id and also the status of ticket should get closed Note: third party
Validate an Email address in a field before request submission
Hi folks, I have a template (form) with two email fields that I need to validate as an email address. Would someone please publish a code snippet for validating an email address in the Execute Script of a On Form Sub function and then stopping the submission if the email address is not valid)? Presently, I have a simplistic validation for an '@' sign, which throws and alert and stops the submission. However, there are more complex versions using regex and javascript, but I'm not sure how to implement
Hide fields on Asset Import Screen
Is it possible to hide some of the drop down fields on the Asset Import screen? I know it wasn't an option a couple years ago but with Page Scripts maybe it's possible now? There have been times where the incorrect drop down is selected for the import. I'd like to try to hide all the drop downs we don't use at all, which is about half of them. I've included a screenshot fo reference.
To Notify particular mail id when ticket is created with particular subject line
Hi Team, When ticket is created from specific subject line we want to send notification mail to particular mail id (who is not a technician) Please suggest us
Search Requester List: Shows only Technicians
Hi, One of our technician were not able to create new Incident on behalf of the Requester, because everytime he tries to select Requesters from "Search Requester List", it only shows name of the Technicians of the Support Group where he belongs But if an Admin like me will create New Incident on behalf of the user, I was able to see the list of Requesters (not only Technicians). I checked the Role and couldn't find any related to this. Appreciate your help.
Any option to associate incident request purchase request
Hello, Any option to associate incident request purchase request, currently i cant see any such kind of options in Manage Engine service desk plus- Ver:11.1 Build 11115. Please let me know if anything can be done to fix this. Thanks , Sajin
Field and Form Rules in Database
Can you please provide a query to allow me to query field and form rules for templates in the database? I need to be able to document what I am building in our qa service desk system, so I can rebuild it properly in prod. Documenting the field and form rules is incredibly painful. If I could pull from the database, I think that would help quite a bit. @Database Name = Microsoft SQL Server@ @Database Version = 13.00.5026@ @Current Build = 10013@ @32 / 64 bit installation = 64@ Thanks! Joanna
How technician can see requests where he is the author of the request
Hi, there I know that technician can make a request where he is the author. The question is how can he list this requests and see them, like the author in selfservice portal? is it possible to see the information about this requests at home page or mb at dashboard page? Thx.
Microsoft SCCM
Hi guys, We use the free trial ME ServiceDesk Plus. We want to integrate with Microsoft SCCM. At MSCCM we use Microsoft SQL Server version 15. The connector (https://pitstop.manageengine.com/portal/kb/articles/how-to-configure-microsoft-sccm-connector-for-servicedesk-plus-and-assetexplorer) uses a jtds driver that does not support our version SQL Server Is there a solution how to integrate us?
Ticket Visibility when business technicians request tickets for other users
Do you have suggestions on how to handle visibility issues for Requester? If a technician submits a ticket for another user, they can’t use the on-behalf-of field. Is there a way to grant visibility to tickets a user submits? Currently, business user technician only have visibility to tickets in their own group. We want the user submitting the ticket to use the Requester field, otherwise we end up with the user name and id in the subject of the ticket. If they do, then they don't get notifications
[SDF-88118] Notification to requester when reply to his ticket
How can I notify requester when reply to his ticket like technician (like below image)
Convert Notes.NOTESDATE to Date/Time format in MSSQL Query
Hello. We just upgraded from SDP 9.3 to 11.1 (Build 11115), and I'm now finding that custom MSSQL queries are no longer converting date fields such as Notes.NOTESDATE to Date/Time format using the "FROM_UNIXTIME" function. For instance, the following SQL used to work: SELECT TOP 10 [NOTESID] ,[WORKORDERID] ,[USERID] ,[NOTESDATE] ,dbo.from_unixtime(Notes.NOTESDATE/1000) ,[NOTESTEXT] ,[ISPUBLIC] FROM [SERVICEDESK].[dbo].[Notes] But now I get an error on the "dbo.from_unixtime..."
Not seeing Requester, Technician, Helpdeskcrew tables in MSSQL database following upgrade
Hello. We just upgraded from SDP 9.3 to 11.1 (Build 11115), and I'm now finding that I don't see the Requester, Technician, or Helpdeskcrew tables in our MSSQL database that I can see in our pre-upgrade database when logged into SQL Server Management Studio using the "sa" account. (As of Friday night, I couldn't see the "dbo.from_unixtime" function, or several other dbo functions, but they're now showing up as of Monday. Our admin who did the upgrade said he hasn't touched anything since the upgrade,
Notification on every new request for that group
HI, I have a user that wants to be notified every time a request is created for his support group. I currently have a business rule that sends him an email every time an emailed request is generated. That is working, How do I send him an email every time someone creates a request themselves? 'New Incident'?? If one of the users in the group creates his own request 'new incident' - it does not send an email (business rule was not executed). How can I send him a simple email every time someone creates
[SD-87859] Issue in Adding Aproval Stage
After upgrading to Build 11117, unable to add another stage if an approval request is approved. Trying to another stage is just adding the approval request to already existing stage. Does anyone else facing this issue. Regards Ahamed
Create service catalog template values fileds in 2 languages
Our users are Russian-speaking and we have several English-speaking users I want to create a request form when the user selects the additional field of the language: change the The values of the form fields change from Russian to English. Although ServiceDesk environment is being English-language as Servicedesk language changes, so are the values of the Russian form fields, Is there a solution?
Request an issue only on their assets
Hi, I want users only be able to report an issue on their assets (assets owned by user) and not see all assets. What should I do? Thanks
Report Result Font
Unfortunately, customized fonts are not shown in the results report. How to change the font, table and appearance of reports?
[SDF-59933] Send out Survey when Resolved is used
Turns out we've been using our closed statuses wrong for a very long while. We've been using Resolved and leaving it at that. Not knowing that it needs to move to Closed at some point. I've played with the Auto-Close settings, but none of the techs or managers like having to pick a Closure Code when Resolving a ticket that way. So we're sticking with Resolved. I was told to look into getting Survey's to a useable place. But after a quick test it looks like a Survey will ONLY be sent out when a request
Change Management - Some queries bedore implementing
Dears, We are planning to implement the change management in our organization for all changes(not just IT). I want to know feasibility of the application and to see any gaps in our requirements. My questions are below, Kindly if anyone can support on this 1. Is it possible to allow all the users to create change requests? We will have multiple templates. I didnt see any option to assign the change requester role the users. 2. Can the line manager be the reporting manager of the change requester.(will
How to change default request list row count for all users
Hi, For improve performance I need to change default request list row count for all users and set 25. What should I do? SDP v11.1.16 DB: MS SQL Thanks for helping
Auto Share Request to Requester user
Is there a way to automatically share request to a requester user? There are instances that the technician is not available so the other person in charge who only is a requester,resolve a request. How can we automate the sharing of request of a specific ticket?
[SDF-41561] Preventative Maintenance Task Email Notifications
I need help with getting the Preventative Maintenace Tasks to notify via email when they are generated. The weird thing is, I can add the "Email ID's to notify" field when creating the service template but when I got to create the PM schedule, that field is gone. Any help is appreciated.
How to assign two or more technician to one request OR divide one request into two or more request?
Hello I have a question about ME SDP. How to assign two or more technician to one request OR divide one request into two or more request? Thanks in advance!
Import users from Some sites AD that only connect to the Internet
We are a holding company Some subsidiaries have separate, separate Active-directory(AD) Our only connection to those companies is through the Internet. What is your strategy for importing users from those companies Active-directory(AD) into Service desk?
Delete departments
Hi, I want to delete the unused departments from the department list. It is now very messy. When I tried to delete departments, an error saying that it is associated with other modules in the system. I understand that there might be some users, requests, modules associated with the departments. So how could I find out what are associated with the departments and how can I disassociate them and finally delete the unwanted departments? I am running SDP Enterprise 11.0 build 11000.
Does anyone have PowerShell API V3 examples?
I am looking for some Custom Trigger scrip examples written in PowerShell ´for the new V3 API. Much appreciated. /Rasmus
Make new field mandatory in Worklog with pop-up message
Dear, I have added new field named ”Service Provided” in the Work Log form Additional field. How can I make this field mandatory, is possible to come with pop-up like below?: Thanks,
Unable to view incident and service tickets at the same time
We have users that handle both incident and service tickets, however only the incident tickets are visible. When I convert a incident to a service I no longer see the ticket in my view. Can both types of tickets be made visible? Sal
Mandating Resource Questions after converting Incidents to Service Requests
Hello, I'm trying to enforce the capture of some data on service requests and use that data to mandate certain tasks or fields. This data can be entered either by users (when the SSP is launched in future) or by technicians who are processing the requests. At the moment, 95% of our requests are generated by e-mail and start life as a default incident request. Here is a simplified example of the Field & Form Rules (FAFR) on my Service Request Template: On Form Load Mandate Fields (x2) - Group - Resource
Project Owner
Hi, Does anyone know why as a Project Admin i cant set the owner to anyone other than myself?
How to make SQL query to ME SDP database?
Hello I want to use SQL query to ME SDP database in order to get customer report. As i understand, ME SDP uses Postgre by default, which sdould run on port 5432. I used netstat -n on ME SDP server, but i don't see anything on port 5432. How to check what database is being used by ME SDP? How to connect there? Thanks in advance!
Upgrade 10.5 to 11
Do you have a manual or video with the instuctions to migrate from version 10513 to 11113? i tried but gave me the error of API's
Change bulk Requester of requests
I want change requester of a few requests in bulk, Is'it possible? we have 1000 requests and I want change requester of them in bulk
Add attachments to Request via API?
How I can add attachments to Request through API?
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