Can't install patch MESD v 11.2 build 11205
Hi there! MESD Plus installed on Windows Server 2019 DC. I have reviewed all the technical documentation on the site: ServiceDesk Plus migration sequence | ManageEngine ServiceDesk Plus download old version | ManageEngine ServiceDesk Plus latest version
Automate ticket via email
Hi All, How do I configure ticket automation when a user emails the support desk? When a user emails the support desk I want the email to automatically create a ticket to a specific support group.
Is there a Database Dict for customer to write SQL?
Hi there, I want to query the worklogs being created last year but I have no idea which table to use. So I wonder is there a DB dictionary or just turn to you for help?
Custom Ticket Creation Response Email based on Description or Subject
A common request is staff wanting changes made to Out Of Office as if they are not capable of this. I have a Solution linking to the MS articles both Web and Outlook client options. I would like to automate sending this to a requester if their Subject
Error sync SDP With Analytics Plus
hi Error sync SDP With Analytics Plus "We're sorry to inform you that error in invoking zoho reports data synchronization tool. Please verify the Zoho User email id, AUTH token key and proxy details Or Please find the root cause referring the logs under
Business rules problem
Hello, We are having some trouble with some business rules. The problem is that, we have a custom incident template for some users, and when we have to transfer the request to another department (via business rule), that doesn't go as it should be. We
Customize Tickets after Creation
Hello everyone, I sent a screenshot of a standard ticket as an attachment.This is from a normal user's point of view, the ticket has been created and resolved.Is it possible to hide the fields under "Problem description" and the "Meetings" area, depending
Support Group Process
Hi All, We're migrating from a different service desk system, and I wanted to understand the process for Support Groups, and what is the best practice for Support Groups. Currently with our old system, if a ticket gets assigned a group, when a technician
Change module CAB approval
We are working with the change module and have created 3 separate templates. The Level 3 Change template required CAB approval so at the Stage 3 Approval level, we send approval to the CAB members. However we are are finding that it does not go to all
Custom Trigger Help
Is there any documentation on how the code for custom trigger scripts should be written, IE variables, how too's, general examples for simple things like changing a status based on something, etc?
Access as an admin
Hi, I have 3 instances , and i need to know if its possible to be an admin of all 3, but lets say that as an admin i dont want to see the Human Ressource Despartments Tickets, becuase of private information, salery, other stuff like only HR Department
After upgrading to 11.3 we are being forced to buy Desktop central
When we upgraded several months ago to version 11.3 (I think) the scan agent was replaced with a desktop central agent. We had a bunch of issues and had to get support involved and (eventually) they installed a desktop central integration with a free
Report of Time Spent for tasks
We would like to know if is possible to have a report of timespend on tasks. We need the following fields: Task ID Timespend Technician Our DB is MSSQL and build is 10530.
Field and Form Rules - Unable to set fields on submit
Hi, on SDP Version 13000 the Field and Form Rules are not executed. unfortunately no technican is in the chat and a support mail takes way to long ...
[SDF-90399,SDF-45241] Major Incident Management
Who has got some good practice for managing Major Incidents? On my desk if we get a major incident (say for instance File Server down) - I will typically get many tickets all reporting the same issue. Ignoring the communications side of managing a major
Masterclass 2022: Episode 1 - 6 ways to implement effective incident management during hybrid work (Feb. 24)
Hey there, The ServiceDesk Plus Masterclass series is back again for 2022 with a new season! In the very first episode, we’ll discuss six ways to design and implement a proficient incident management strategy using ServiceDesk Plus. With the new style
Project sub-tasks and expandable task list view by summary task.
The ability to utilize summary tasks and sub-tasks, as can be done in Microsoft Projects, would be extremely helpful in managing a project schedule. It is difficult to group tasks and navigate the task list in its current layout.
Daily notifications for Open incident to technician
Hi All, Is there a configuration whereby it sends out email alert to technician everyday for the open incident and un resolve cases? Thanks
User Survey not sended
I have been configuring the surveys for my users, but when I close the tickets and send the survey manually, I get the following message Survey not sent due to request mismatch with survey conditions. What should I do or how do I solve it?
Not receiving confirmation mail
Hi, One of our customers aren't receiving a confirmation mail anymore. In the logging I found this: [com.manageengine.servicedesk.mailutils.RequestMailUtil]|[INFO]|[92]: Notifications for this request will not be sent. Because, it is either an automated mail or a bounced mail| What does this mean? How can I disable it? Thanks in advance. Kerim
Allow filtering of tasks on the technician home page
I'd like the ability to filter tasks on the technician home page. Our specific use case would be to view my tasks (as available today) but also allow the drop down for other filters. I understand the option is available on the requests tab, but I'd
Constant Lock Outs on Chrome Browser
Myself and many of our technicians have a recurring issue with Chrome browser upon logging on. We get an error - Username or Password is incorrect. The thing is, it is not bad. I can be in ServiceDesk Plus and close all my Chrome windows. Come back in
Custom Report Needed...
We use ServiceDesk Plus, and PG incase query is needed. I keep getting lost/confused/can't get it to work with the GUI reports. I need a report that is sorted by Groups and then Priority, and I need the report to include Created Date, Completed Date,
Priority Matrix
We've had a priority matrix set up in SDP for a while now and it had been working fine until this new year began. This is what it looks like: However when we're either editing a ticket or creating a new one, the auto assignment of priority is working
Issue sending survey on demand
Afternoon I have configured an incident Survey and want to test it by sending it to one user who has sent in a request however when I close the ticket and try and send the survey I get the below error: Survey not sent due to request mismatch with survey conditions Any ideas? Cheers
Is it possible to add custom fonts to ServiceDesk Plus (On-Premises) version?
We already have the ability to select some different fonts in the customize menu, but our team has asked about adding more options to the list. What I am wondering is if we can add fonts to our installation, even if we have to do it manually? We have
Reports - SQL - Concatenate using bar didn't work
Hello team, We changed from version 9416 to 11306 (some time ago). There are some SQL reports that we cannot create because there are some things in the query that are not allowed now. This line is falling (into the SELECT): (ROUND(((WorkOrder.timespentonreq/1000)/3600),2))||':'||(ROUND((((WorkOrder.timespentonreq/1000)/60))
Can you update a Department associated with a Request?
We are currently using SDP ESM v11.0. We allow Users to be added from new requests. My workflow has always been to update new Users (Requesters) from inside the request, which would update the Department and Site. Since the update to ESM, all users have to be updated in the ESM Directory. From there, once I have assigned the user a Site and Department, I go back to the Request and edit the User / Requester Name field. All of the information will display correctly for the Requester, the Site
How to stop creating "Re:" tickets
Hi guys, I am using the email to ticket feature but tickets with "Re:" are being created and I do not like it. I tried adding a rule that drops tickets with "re:" but I noticed that it is also dropping requests that have "Request" in the subject. Please
Can you add options to these please?
Hi, Under notifications most of the notification options have an enable/disable button. Many at the bottom do not. Now that I can create my own notifications with custom triggers I want to turn off the SLA notification - but I can't because there is no
ME SDP Please help to modify query report.
Hi We have following query report: SELECT wo.WORKORDERID AS "Request ID", wo.TITLE AS "Subject", longtodate(wo.CREATEDTIME) AS "Created Time", longtodate(wo.COMPLETEDTIME) AS "Completed Time", std.STATUSNAME AS "Request Status", ti.FIRST_NAME AS "Technician",
Hiding SubCategory and Item if empty
I want to hide the SubCategory and Item drop downs in the new incident form if they are empty. My issue is that when a Category is selected an on category change field rule doesn't show the Subcategory field as it isn't updated with the new values until
EOL Announcement for existing Projects and its associated V3 APIs
Dear Users, We would like to inform you that an enhanced version of the V3 API has been released with format changes that is applicable for Projects, Milestone, Task, Worklog, and Project Member API operations. The older version of the V3 API is marked
REST API technician key invalid.
Hi, I'm sending the following URL through curl: http://myserver.mydomain.org/sdpapi/request/6822/?OPERATION_NAME=GET_REQUEST&TECHNICIAN_KEY=09FE...F87 And I am getting the following error message back: <operation name="GET_REQUEST"><result><status>Failed</status><message>Technician key in the request is invalid. Unable to authenticate.</message></result></operation> My boss emailed me the key and I've double checked it. Do we have to activate it or something? Do you have any suggestions as to what
Create an approver automatically when creating a request.
Hello. How to do when creating a new request, a list of approvers was automatically created and the user could not change this list. Service Desk plus 11.1.0 Build 11131 Regards, Zupar
How do I add the "delivered within" banner to a service request form?
How do I add the delivered within banner to a service request form? I would like the end user to be able to see the estimated time it will take for the request to be completed.
Field and Form Rules NOT Working when using Sites
Hello - I have a Field and Form Rule that Hides Category values based on the Site a requestor is associated to. However, it's not working. Based on this rule, if they are apart of any of these Sites, they SHOULD see the applicable values but they don't.
Change request status to on-hold while approval level add manually does not work
Hi, I set While a request is waiting for approval, stop the timer and set request status to on-hold in Self-Service Portal settings and some times use submit for approval some, it doesn't work and change status to on-hold. I think it's a bug. What should
How to add one Asset to multiple users?
Hi everyone, Is there any way to add multiple users for one asset? Thanks in advance,
Banner
Hey Folks, Anyone know of any way to add a banner to SDP? I was hoping to throw a quote up for my technicians to see across the top of the page throughout the day. I know of the announcements feature, but we stay on the ticket screen all day, we don't
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