Setting Up A Test Environment
We are looking at customizing our instance of servicedesk plus using python to make custom menus. we'd like to set up a development environment so that while we're testing these additions, they wont be live on helpdesk. Is there an up to date guide on
Service Desk Plus (On Prem) and Security Sheet Integration Question
Good Morning, Is anyone using ServiceDesk Plus for doing security sheets? Security sheets in our company are used for in the creation of user accounts and access to systems. We are thinking about integrating with AD Service Manager Plus. What are you
Hide Fields created in User - Additional Fields from certain technicians
Hello We would like to create some additional fields for our users, but not all technicians need to see this data. Is is possible to hide additional fields created for users from certain technicians?
Backup
It would be nice that there is an option of automatic delete of an backupjob. Now al the backup jobs are saved but it would be nice when i can set that een backup is deleted after 30 days.
Is it possible to set a global date format
I know each requester and user can go into the personalize section to alter the date format, but is there a way we can implement a standard one for all users, while still giving them access to alter if they wish
Preventing open onhold request upon requester's reply in Requests with pending approvals
Hi, We have enabled the option "Open onhold requests upon requester's reply". However there are Requests which have Pending Approvals with and Onhold status and the Approver ask a requester something to clarify the request. Then the Requester aswers it
Survey Exclusions table
Can you help me to find which table stores Survey Exclusions? I tried many variants but can't find it
reply template linked with ticket state
Greetings! There is a scenario that I want to implement in SDP. I'm one member of helpdesk, and when I select a reply template that is "First Response", (the content is that your question has been received and we'll process xxx as soon as possible), then
SD+ Updates
We're about to upgrade to the latest version but want to know if we should expect a new update soon. The readme page hasn't had a release since March 9th and the Roadmap hasn't been updated since February 25th.
Incident Template and Support Group not being assigned Correctly
I am running SDP build 12.0 Build 12007. Currently we have 5 support groups and I have created Incident Templates and Service Request Templates for each of these support groups. However, one of these Incident Templates does not apply the default values
Service
Hello. I was wondering if anyone else is experiencing a notable decrease in the quality of SDP support these days? Just recently I have had multiple issues with an upgrade to 12000 and put in tickets (#7774059, #7781309) with little or no response and
Import requests to ServiceDesk Plus with attachments
HI, We're looking at importing over our open requests from our old in-house ITCM system to Service Desk Plus; the default import .csv file is pretty basic, can anyone point me in the right direction for something a little more granular (in particular importing ticket attachments)??
Error while deleting service desk instance.
Hi! We have Error while deleting service desk instance. Actually it was not used, just created one without any content in it. The go to instance also doesn't work. Appreciate any thoughts on this.
Create new CI based on User Additional fields
Hi, I created a new field in AD for users with name: "Location" and imported values it into SDP. I want to create a new CI based on that field and create a relationship between that field and the user For example: Kati is located in building 2 1- Creating
I need a query to show the active technicians
i need a query report to know the technicians who is active and using the license in SD system plus and the technicians who is having license but not active or do much activity in the system we are always running out of license and they requested from
Reporting on Custom Multi-Select Fields
Is there a way to report on custom multi-select fields via the default reporting tool or do I need to do a custom query?
Entered manual email for external people being saved in the history and appears every time
We were doing some testing in few tickets using our personal emails, now whenever we try to send request for approval or reply the emails are saved, attached image is example i need to know how i can remove the personal emails used during the testing
AssetExplorer locked admin account
I have locked the admin account by entering the wrong password many times. I have reset the password using this tutorial: https://pitstop.manageengine.com/portal/en/kb/articles/how-to-reset-administrator-password-in-servicedesk-plus However, it still
[SDF-84412] API for OpManager and SDP integration
I have submitted a feature request for OpManager and SDP integration. In SDP we have closure rules requiring Resolution before a call can be closed to comply with ISO standards, however A fault occurs within OpManager and a ticket is raised within SDP. This part is OK, however once the fault is resolved the ticket remains open within SDP and you then have to go in and manually close the ticket. If the closure rule requiring resolution is removed then the ticket closes automatically. We would like
Report total amount of time spent on requests and tasks by technician.
Hi Team. I request your support to obtain a matrix report showing the total time spent on requests and tasks by technicians, the database is MSSQL and the current version is 12007. I have tried to generate a custom report but I do not get the time information
DUO authentication
When is DUO going to be an option for 2FA? We need this. DUO is our standard. We don't want OTP email or Google Authenticator. Regards,
Agent configuration greyed in version 12003
Hello, anyone else seeing this problem or are there any ideas? I made a ticket (#7457585) about this, but there has not been any progress with that. In our ServiceDesk Plus version 12003 agent configuration page is greyd out. t was working when we installed
how to translate the customized field
Hi there, we have multi language requirement(English/Portuguese/etc.). and I wonder is there any entry I can translate the customized fields, for example: the STATUSs in "Customization - Helpdesk - Status".
Use API calls in Self-Service Portal
Hi - I'd like to create a custom widget in the self-service portal that pulls information via the SD API. Is this possible? Any examples? Thanks! Jacob
How many requests can be linked?
Selecting multiple requests and linking acts like its working but it is randomly only linking 2 requests. There are many use cases for needing to link multiple requests. If there is an outage, linking all the tickets to one that will contain the notes/resolution
Error when get CI Details using Deluge
Hi We are trying to get CI information using Deluge but we got this error: inputData ='<?xml version="1.0" encoding="UTF-8"?><API version="1.0" locale="en"><citype><name>All Assets</name><criterias><criteria><parameter><name compOperator="IS">CI Name</name><value>WKS_NAME</value></parameter></criteria></criterias><returnFields><name>CI
Adding a specific function to a business role
We try to add a specific function to a business role that we would like to use to send an email to department when a request is created. When i use the "send email" function, it always gives me back an internal error. I looked up on the zoho deluge help
Error Message : Traceback (most recent call last): File "addApprovals.py", line 30, in <module> if ApproverStage1 in requestObj['udf_fields'] and requestObj['udf_fields'][ApproverStage1] is not None
Hi All, I have some trouble on implement this dynamic approval https://pitstop.manageengine.com/portal/en/kb/articles/how-to-implement-dynamic-request-approval-using-fafr-and-custom-triggers-25-2-2021 i have error : Traceback (most recent call last):
Aging Report for Incidents and Service Requests
Hello and thanks for stopping by. I'm probably totally missing this. Is there a handy aging report for tickets? Something like anything older than >30 days? Thanks!
Change Logo for Instance
What size picture is required for the logo in the Instance? Any specific format?
Microsoft Teams Integration with ServiceDesk Plus onsite
Hi all, Interested to see the news for Microsoft Teams Integration with ServiceDesk Plus Cloud. https://www.manageengine.com/products/service-desk/microsoft-teams-integration.html?utm_source=sdp_newsletter&utm_medium=may_2019 Is there any information if this is being developed for on premise installs? We have recently moved to an Office 365 environment and this integration would be very valuable. Cheers Brett
API V3 worklog issue 10.6 Build 10601
Hi, We upgraded the Dev server on 10.6 build 10601. And in previous build 10.4, I had a call on v3 api that was working for fetching worklogs from request with a call on /api/v3/requests/xxxxx/worklog When calling now the service I get an issue : { "response_status": {
Import Asset - unparseable date
I'm trying to import asset data into Service Desk Plus 11.1.0 Build 11126 I had a template csv which had a single asset listed with an acquistion date of 03/09/2016 That imported fine and then I deleted the test asset. I then obtained a list of assets
Auto Refresh of Service Desk requests
Is it possible to do an auto refresh of the service desk requests screen and any other screen that may be updated dynamically or is it possible for us to amend the HTML page to program in an refresh. Rgds Damian
Employee Onboard- Handling Transfer and Terminations
We are attempting to build our Employee OnBoard/Offboarding/Transfer process into ServiceDeskPlus. The New Hire portion of it seems to flow very well but we are getting stuck on what process to follow in order to request system access be removed or new
ERRORCODE: 1008: Data inconsistency in Application tables
Insert the log file into the table 'Workstation_Printer' It gets stuck and I do not have this table We are trying to update SDP from version 11135 to version 11200. However, we get the following error: ERRORCODE:1008: Data inconsistency in Application
Time zone
hi All, I have servicedesk manage engine application on windows server 2016 with Psql database. The interface time shown +5 GMT, however windows server time is +4 GMT. I need to correct time in servicedesk to +4 GMT time zone. Could You Help pleas
Allow Ask Zia to be added to the Requester portal as pop-up option
Ask Zia currently has to be accessed via the small icon bottom right of the portal; this isn't at all obvious to end-users. It can't be added as a code snippet or button action. Most chat features have some sort of pop up, which is far more obvious.
Office 365 SharedMailbox support in ServiceDesk
Hi! We use shared mailbox feature of Office 365 for support tickets and want to switch to ServiceDesk Plus. However, for e-mail account I only see support for classic mailboxes. Do you plan to add support for shared mailbox or O365 groups feature at all? Thanks for reply! Regards!
Upgrade Failure and backup password
Greetings! Today i tried to upgrade from Build 13000 to 13001 and get upgrade failure. After that if u start service - SDP is not working and not accesible via browser. I tried rollback instruction and there is some problems too. Installation process
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