Users unable to reset password
Servicedesk Plus on Windows Server 2019, With MS SQL 2022 Database. After upgrading to version build 14600, our users are no longer able to use the funktion 'Forgot password' On the "have you forgot your password" page, the user is asked in enter domain/username
Questions regarding system's features
Hi Team, We are currently using the Service Desk Plus on prem and I have a few questions regarding the system. • Is it possible to hide default template from the technician view? I managed to hide it only for the requester view • How can I backup the
End of Life Announcement for Microsoft Exchange Web Services (EWS) for Exchange Online
Dear users, We would like to bring to your attention that Microsoft has frozen developments and enhancements for their Exchange Web Services (EWS) for Exchange Online and Office 365 were frozen back in 2018 itself and will retire this service from October
[Free webinar] 5 steps to secure IT using analytics-driven service management
Hi there, Did you know your service desk can be much more than a mere customer support tool? It can be honed to play a critical role in fortifying your organization's cyber resilience. Join our upcoming webinar to discover five proactive ITSM strategies
Troubleshooting Intel Evo Notebooks: How Does ServiceDesk Plus Help?
Hi everyone, I’m currently managing a fleet of Intel Evo notebooks and am looking for efficient ways to handle troubleshooting and support issues. I’m using ServiceDesk Plus for our IT service management, but I’m curious about how it specifically helps
Cannot add technicians ManageEngine SDP free version
Hi All I was trying to add technicians on my free version of ManageEngine SDP, but now it tells me that I have to buy a license but I thought that at least it would accept 5 technicians without a license. Before I was able to test the app with 1 technician
inline image folder
Hi, I have noticed that the inline images (in tickets especially) are stored in /ServiceDesk/inlineimages which cannot be moved out of the install folder of SD+. This would be greatly appreciated if it could follow the same logic as for the attachment folder, which can be moved. Problem is that the inlineimages folder is getting pretty big and forces me to increase the storage space for a drive that should only contain the install files of SD+ and not its data which is mapped in a seperate and more
How Move folders fileattachments and inlineimages
for reasons of space I need to move directories c:\Manageengine\ServiceDesk\inlineimages and c:\Manageengine\ServiceDesk\fileattachments to disk f: If possible ??
Delay Between Software Versions and Impact on Users
Hi there, I have a question. It's been over two months since your last release (version 14.8.20). This version has several bugs, some of which I reported. In the many years I've been using this software, this is the first time there has been such a long
Project Use Question
I have a use scenario and I'm curious if the Project module will satisfy it. All of our IT equipment runs off of a rotating 4 year lease schedule. Our organization has about 2000+ devices so there is always Schedule reaching its end of life and needing
Query for Warranty Expiration on Network Equipment
Hello, I am trying help our network engineer out. He built a query for asset records on all of our network equipment, however, warranty expiration date is a field you can build into reports. I have tried to create a custom query with query editor to add
Can't Add Request by API
Hello, I've got an error: { "response_status": { "status_code": 4000, "messages": [ { "status_code": 4001, "field": "TECHNICIAN_KEY", "type": "failed", "message": "Extra parameter(s) not allowed." } ], "status": "failed" } } when I'm trying to Add Request
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
Migration Prerequisites
Where are the Prerequisites for migrating from build to build? I attempted to upgrade to version 14820 and was surprised to find out that we need to change our email configuration.
An important update: Support for certain operating systems will be discontinued
ServiceDesk Plus and Asset Explorer which utilizes UEMS' inventory module for agent-based asset discovery, will no longer support several operating systems starting December 31, 2024. This applies to all ServiceDesk Plus and Asset Explorer customers with
Active Directory
I have AD users with the "servicedesk" group who get into SD via import, but if I take the yuk group from the user in AD, the user can still log into SD. How can I prohibit an AD user from logging into SD if he is not in the "servicedesk" group?
[Change Management] Multiple selected options fields auto set multiple CAB Approval
I have a field Service affected - multiple selected and depend on what option that select what CAB, how can i set workflow or template to help me with that :( I have tried set condition but its only direct to 1 approval even there are >1 service affected
How to Set the Request Ownership Back to the Requester (i.e., Technician)?
Dear All, Is it possible to assigned the Request Ownership back to the Requester (i.e., Request Initiator) if we set the Request Status to "Waiting for Response"? Please note, the Requester (itself) is also a Technician but from a different Support Group.
Configurer et activer une enquête utilisateur
Bonjour à tous, Nous avons configurer une enquête utilisateur sur servicedesk plus. Le souci c'est que nous avons reçus les mails notifications pour la demande de note de satisfaction au début et après nous n'avons plus reçu le mail. Nous avons testé
How to Populate the Request ID and Release ID while raising the Change Request?
Dear All, Is it possible to Populate the below details while raising the Change Request? a) Request ID b) Request Subject c) Release ID Regards, Wajahath Farooq
ESM Instances
I am currently creating new instances I am wanting to know if a task or new request can be created in a different instance once a request has been approved. Example. A request for a staff move has be approved in the HR instance which then creates a new
Update Manager fail
Hello, On windows server 2019 when I try to update from version 14720 to version 14820 or 14810 I get this error. Can you help me? I tried to redownload the files but without success
report for audit successful and failed login attempts
we have ServiceDesk Plus v 9.0_9017 - MSSQL database we need a report (event in last month) with login attempt on service desk application (successful and failed) with 4 column : date and time (ordered), event... successful or failed login, username,
Discontinuation of Web Remote Functionality
Dear users, We would like to bring to your notice that Web Remote functionality will be discontinued from ServiceDesk Plus/Asset Explorer due to its dependency on the third-party library SparkGateway. For new installations, this will come with immediate
Check whether you want to modify the security contact details of the organization.
Hello team, We didn't receive the email for verification of Security Alerts. - Service Desk Plus Currently Version: 14.7 Build 14750
Dashboard Table widget
In version 14810, is there a way to set a sort on a specific column? I'm able to add a table for upcoming Change requests with their schedule start time. I can sort the column in the widget but I can't set the same sort by default. Is this possible?
Custom Trigger IF-ELSE Previous Value Save Error
Hi, I am configuring with if-else in the custom trigger. I select the previous value as in the screenshot below and save it. When I edit the custom trigger again, the previous value is removed. Thanks for support .
Want to create a bespoke group role in SDP
Dear Team, Is there a way to create a new bespoke group role that would allow privileged users to create and edit individual and Global Reply and Resolution templates? The only way that we can assign users this access is by either giving them one of the
Monitoring ServiceDeskPlus
Hello, I'm looking for a Zabbix template for monitoring serviecdesk plus availability and mail connectivity, but could not find anything suiting my needs. Is there a way to set periodical mailbox reading and sending monitoring? Sometimes my SD installation
[Script] FIELDS RULE - CHANGE TEMPLATE
I want a excute scripts help me to set value field example If Service affected have "Security" than Security affected auto set "Yes", if not set "No"
Field and Form Rules on Tasks
Hi, Team, Field and form rules on tasks would be a nice improvement over their flow. It could be possible to have rules on fields as you have them on requests, it could be possible to define something like a life cycle using roles to remove/add status
Is it possible to Configure the Pre-defined Approval Cycle on the New Custom Module?
Dear All, Is it possible to Configure the Pre-defined Approval Cycle on the New Custom Module? Regards, Wajahath Farooq
Scrollbar for photo attachments
Hello, when you click on an attachment (picture/photo) in a ticket it will open it and you can click on it to maximize or fit it into the screen. However, is there a way - when you open it in full resolution (very large pictures) - to scroll through the
OpenAI Integration for ticket response
Hi, I am working with the idea of answering tickets in a few select categories or with specific keywords with OpenAI. For example if a user submits a ticket saying a printer is not working, then OpenAI should add a reply to the ticket with instructiosn
Query to get Open status timespent calculation
Version : 10609 DB : MSSQL OUTPUT : SELECT "wo"."WORKORDERID" AS "Request ID", sisd.STATUSNAME as "Changed From", sinsd.STATUSNAME as "Changed To", case when si.NEXTSTATUSID is NULL THEN cast(datediff(d , dateadd(s,datediff(s,GETUTCDATE() ,getdate())
[SDF-72561] API for add dependency to request
Hi, I want to add dependency to request, but I didn't find it. Do you have any document to do it? SDP v11.2.07 DB: MS SQL Thanks for helping
[SDF-57370] On Behalf Of field
Hi! I'm curious about the designed usage for the on behalf of field for technicians. I'm aware that technicians can't use that field, and it is only visible when completed by a requester. Our requesters don't have access to update their tickets. If they put the wrong user in the on behalf of field, how is it to be corrected? We are working on some functionality to pull information from other systems about the user requesting access. If the on behalf of field is populated, it's the field that should
Response template: Is it possible to autocomplete the ‘To’ field of an email?
Dear all, In ServiceDesk Plus, in a response template, it's possible to predefine the content for auto-populating fields for frequently used email responses to requests, but in some templates I'd like to have the recipient (the ‘To’ field of the email)
Report user licenses
Hi, When I register a new software license, I linked it to users. So is there any way to obtain a report that include all users associated to a licenses? My instances is PSQL Regards!
Is there a chance to hide some tabs in assets form using page scripts?
We are trying to hide some tabs displayed on an asset form using Page scripts, like for example "relationships" tab
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