Add approver automatically after editing the request
We have a product delivery process that requires three managers to approve in the first step. After approval, the request goes to the technician and he prepares the product, but at this stage, the security manager also needs to approve the release of
Query for asset state change in last week
Hi, I am looking for a query report, where I can check which assets state were changed from In Store to In Use in last one week or last one month? Thanks!
Maintenance Reports
Hello, I need to have reports of the maintenance tasks that have been performed and also of the ones that are schedule (for example for the next month or year), but in the reports I can't find any report template related to Maintenance. How can I get
Resizable States in Request Life Cycle
Please let me make states bigger with more connection points
Obligation de réponse d'une enquête (survey)
Bonjour à tous, Je souhaiterais savoir s'il est possible d'obliger le demandeur d'un service que le fichier ne soit pas fermé si le demandeur ne répond pas à l'enquête? Après la résolution, l'utlisateur doit répondre à l'enquête pour pouvoir fermer le
Service Request Quantities
Hi team, Im currently revising a number of our templates starting with service requests. Once thing we would like to be able to do is allow our users to raise a single request for multiple items in our catalogue (i.e. 5x Visio licenses or 10x Laptops),
[Free webinar] How to design the perfect SLA, SLO, and SLM compliance dashboards
Hi there, IT teams today face mounting pressure to deliver top-notch operational reliability, service accountability, and customer satisfaction. But without clear visibility into crucial service-level metrics like SLA, SLO, and SLM, this can feel like
Add or hide additional fields in tasks
Seems like additional fields have recently been added to tasks, which is great! The problem is that these fields show up on every task, regardless of the task template used. I would like to either add an additional field to a specific task, or hide the
First Call Resolution Feature Proto Type
Hi All, We have come up with a proto type on the First Call resolution feature and we would like to validate our idea with the real world use case of our customers. So please share your thoughts on the below idea on FCR. FCR : FCR stands for 'First Call Resolution' / 'First Contact Resolution' and it is about addressing customers issues with solutions over the first time contact. Benefits of FCR : * Could be one of the metric to gauge the Technicians knowledge / Skill / Expertise. * Could
Case synchronization between ME SD and third party tools
Dear Guru, I would be very grateful if you would be kind enough to help us with two questions: 1. The synchronization between two systems. We use two systems as Incident Management and Change Management: - Case Management - Service Desk (Manage Engine)
Request Timer Actions - Additional Date Field - Trigger Email
Hi, We have an Additional Field - Deadline date, this separate deadline to the SLA Due Date, so I can't use SLA alerts. I need to trigger an email 7 days before the set Deadline Date on the template. I've configured a Request Timer Action - After Rule
Build 14930 - Additional Field "Allow numbers only" validation failing due to leading zeroes
We use an additional field for inputting employee IDs. Those IDs are a fixed length with leading zeroes. We have never had an issue using the "Allow numbers only" validation for this field, as all of the individual characters in an employee ID are numbers.
Gestion des Problèmes
Bonjour à tous, Je souhaiterais savoir s'il est possible d'exporter ou de récupérer les catégories associées aux problèmes sur servicedesk plus s'il vous plaît? Nous souhaiterions récupérer les informations suivantes : - Categorie - Sous-categorie - Element
Left requests panel refresh bug
Since about 2-3 updates ago, when viewing a request, the list of requests on the left hand side is not being refreshed anymore. I always had the refresh set to the following and both, the main list of requests were refreshed every 3 minutes and the list
Cannot Find Email Template for Incident Status Change
I am looking for the template that notifies the technician of an incident change of status. I lave looked all through Automation > Notification Rules and just cannot seem to find it. I know I have modified it before but I cannot find it now. Can someone
Search Additional Fields across Multiple Templates
Hi All, Common Fields in Service Desk are the ones that can be used in multiple Forms/Templates and so I was wondering if there was any way to search what fields are used in what Template. For Example: Let's say that a Common Field such as 'First Name'
LoggenInUser in footer reply
hey, just want to ask if there is an option to add an variable of a current logged in user in ServiceDesk ? For example as we have 'technician', can we add a loggedinuser ?
Due date
Hello everyone, I have two questions about the use of due dates and actual end dates please? 1/ Is it possible on Servicedesk if the requester sends an email with a copy of the service email address and the due date is automatically retrieved in the system?
Change approval history
Hello. I am just starting to use the Change Module and am having some problems finding the correct information in the history, specifically approvals. In the approval summary, it doesn't appear to list who did the approving. In my example below, I have
Please make it possible to disable or skip Details in Change
Details in Implementation is used for showing Additional Fields. For us it's always empty. Please make so that if Details are Empty don't show it, just jump to Tasks instead so that it's obvious that there are tasks present in this stage. I'd rather not
Add date on daily task - Maintenance
Hello everyone, We have created automatic tasks in Maintenance and we would like to add a date in the title if possible. This is a daily task of an IT support as shown in the following screenshot: And we would like to add a date Example: Eric Daily Task
The problem with the updated version to 14600 "The patch cannot be applied further as some exception occurred during pre-validation. Hint Refer logs for more details."
When updating ManageEngine SDP using the console to version 14600 from version 14505, it writes an error "The patch cannot be applied further as some exception occurred during pre-validation. Hint Refer logs for more details.". I also provide information
Mailbox is not accessible
Hi all, On the Incoming Mail Server Settings, there is error "Mailbox is not accessible : "Error while connecting to mail server.". In the meantime, mails will not be fetched in the mail fetching schedule." No issue on the Outgoing setting. i just recently
Send email to all users when publishing an announcement
How do I send an email to all users when putting out an announcement rather than having to select every single user one by one which is not feasible? Thank you
Error changing any option in General Setting - Advanced portal settings
Hello, When I change any setting, appear a allert in the browser saying (sorry, it's in portuguese): In english: If you change the alias URL: SAML authentication will be disabled and service provider URLs will change. To turn authentication back on, you
Exception occurred while checking url reachability.java.net.SocketTimeoutException: connect timed
I am getting this error when upgrading from version 13 SQL Database. What does Exception occurred while checking url reachability.java.net.SocketTimeoutException: connect timed out at mean? -------------- Jan 24, 2025 7:10:24 PM [com.zoho.tools.util.NetworkUtil]
database file size and log file size increase drastically!
I’ve encountered an issue during the restoration of a backup using the following command. restoreData.bat --dbmigration During this action the database file size and log file size increase drastically. Why does this happen? The database is originally
Pending Request - Properties Field
Hi Is it possible to remove fields from the Properties section of a Requesters pending request page? e.g. remove Impact, Urgency, Item
How can I include the custom defined field value in my query?
I can add a request by sending the following JSON to API: { "request": { "description": "request description", "requester": { "id": "6906", "name": "Leo" }, "subject": "Time off/Over time application", "template": { "id": "3906" }, "udf_fields": { "udf_pick_5706":
Can't export reports that contains graphics
Hello, since upgrade from older versions to latest, we have some exports (PDF, XLS...) that stucks un "generating". The same report without graphics is exporting correctly. We have no 14.9 b30, SQL Server... Thank you.
LDAP
Hi Is it possible to use LDAP authentication without importing the users? Thank you
Checklist API
Hi, I want to update configured checklist by API call. I searched in API document and didn't see it. Please add this feature in next release. My Scenario: In SDP ESM, I have an HR instance. In this instance, I configured a service catalog as "Hiring
Change Workflow doesn't respect Closure Rules
In our Emergency Change workflow, we go as fast as possible to Stage 4 to implement the change, then we go to Stage 3 to Approve the Change and make it permanent or decide if we need to do a rollback. We've set Stage 4 to require all Tasks to be completed
Création ticket en double sur servicedesk plus
Bonjour à tous, Je souhaiterais avoir votre aide sur ce sujet s'il vous plaît : Peut on paramétrer sur servicedesk plus si un ticket est adressé à deux groupes et au lieu de créer deux tickets identiques par groupe, une tâche sera créée automatiquement
Project Scheduled End Date within business hours
Hi, First query, when the Scheduled End date on a Project task is set based on Scheduled Start date, is it only using the Estimated Effort to calculate this? Example above has set the scheduled End to 20:00 even though the Schedule Start is 10:00 and
How do I change the Owner of a Contract?
I helped our Contracts Manager and imported 200+ contracts from a CSV-file. Now I'm listed as the Owner on all of these Contracts. How do I change so that Notify->Owner doesn't go to me but to the person responsible for the Contract?
Tomcat CVE-2024-50379
From what I can see Servicedesk Plus is still on Tomcat version 9.0.87 since July.
Change of status upon assigning to technician
I'm looking for a way that changes status on the case from open to in progress automatically when the case is assigned or pick up by a technician. Is this possible?
Mail fetching stopped - diagnosing the error
Hi, Our mail fetching stopped, and it seems to randomly stop sometimes which causes issues when emails get backed up and no one notices for a while. It will help to figure out the cause of this, and whether that cause can be rectified at all. I've attached
Upgrade Failure - 14.8 14840 to 14.9 14930
Hello When upgrading from 14.8 14840 to 14.9 14930 I receive the following message: Failure Failure , Please check the link http://www.manageengine.com/products/service-desk/upgradefailure.html Please can you advise any steps that I need to take to troubleshoot?
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