Masterclass 2022 - Episode 3: Perfecting the change enablement process using ServiceDesk Plus (April 28)
Hey there, The third episode of the ServiceDesk Plus Masterclass 2022 series will be held this month! In this session, we will explore the various types of changes and the best practices for executing the change enablement process in a hybrid workspace
New Instance
We are currently on Version 12, Build 12007 of ServiceDesk Plus. I'd like to add a new (Facility) instance on my test environment just for testing purposes. We've only ever had just our one IT instance in both our test and production environments. Will
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Incident Templates and how they display to users and administrators
We are using ServiceDesk Plus 8.2.0 build 8207. I have a “how to” question about how Incident Templates are displayed, a problem with numbers of visible templates, and a specific problem with one template. Our company has 31 Incident Templates in the system, 25 of which are visible to the user. Question: Is there a way to organize how the templates are displayed? In the list that appears when an administrator clicks the “Incident Catalog” button or the drop-down arrow on the button, or
Not accepting the Incoming mail setting
HI Not accepting the incoming mail setting in service desk plus getting below error. But error occurred while trying to check connection with mail server - Problem connecting to mailbox.
No confirmation emails
Is it possible to create a requester account that has an email address to identify the incoming requests, but does not send out emails to that account? We have some devices that report alarm states to us but they don't need to receive emails from SD+.
Notifications when "Do not allow request creation by email" is turned on
Team, As we all know, Email support, while convenient, is one of the least effective methods for taking in requests. We've finally gotten our enterprise to acknowledge this and we would like to move to a model whereby we are only using the self-service
Allowing user to select department assets
Hi, We're using SDP for our internal IT department, but would like to also use it for customer tickets. We have currently created a customer as a fake department and added a user and assigned it to that department. That seems to work and we can add more
Unassigned tickets
We have a bit of a hard time finding where to switch so that unallocated tasks end up with a specific queue. I would like to change so that all new cases that are sent to our service desk end up with a specific queue and not those that are not assigned.
Survey report is not calculating average rates well since upgrade
Hi All, I have a problem with the survey report which is about the average rating by months. After the upgrade the AVG line has started to miss calculating the average rating, but I don't know what is the reason, When I check in the individual rating
Change Tasks - Notifications
HI Setting up a new change management instance. During my testing I am creating a task within a change request, Problem is - I do no not get a notification that a task has been assigned to me. Task notifications work fine with incident requests. But nothing
[SOLVED] Reset MFA for Administrator account
I have a MFA issue, after adding google authenticator as my second way of authentication for Administrator account, it is not working and I can't login to service desk plus now . I there any way to reset it?
Trying to start PostgresSQL server failed
Hi everybody! For several months, I've had issues with trying to update my install of ServiceDesk Plus FREE version when it was trying to stop or start PostgerSQL To get around it, I would manually use startDB.sh or stopDB.sh and the patch would apply.
Incident UDF Fields not available in custom report
Hi all, I'm trying to create a custom matrix report using UDF fields we created for a custom Incident template. When I use the Custom Report wizard to create the report, some of my UDF fields are available and some are not. I checked the properties
Mass delete of requesters
Hi, Is there a way to prune a multi year old sd+ database of defunct requesters either by selecting their email domain and/or the last time they submitted a case, e.g. no new cases in five years = delete the requester, and/or email domain = "@abc.com"
Set conditional field as mandatory after showing/unhiding
I have a service request field that is hidden until the user chooses a specific value on a related field. [if user type "contractor" then unhide "3rd party assessment" field.] I need to have the assessment field marked as mandatory, but only when the
Anyone able to update to ServiceDesk Plus 13000 or 13001?
Hi All, Anyone able to update to ServiceDesk Plus 13000 or 13001? Although I tried different environments, I was unsuccessful. We had to revert to the old version. I was wondering if anyone has done the updates without support and problems. // ** This
Acting on unassigned tickets
I get annoyed when my technicians act on tickets without first picking it up. So they might send a reply to a user but they haven't assigned the ticket to themselves I'd like to make the ticket unworkable unless you first pick it up without resorting
Requester allowed to view All their department requests
Hello, we have departments and few divisions in it. Is it possible to department head to view not only department but and all divisions requests? Currently head of department can see only department tickets, but not tickets of divisions that report to
Associate Asset in Business Rule
Hi, is there a way to use a Business Rule to associate an asset to a ticket? I would like to certain tickets received by email be automatically associated to an asset or CI, but can't find a way to do it in the "Business Rule" window. Thanks and best
Share Request using API
Hi, I can tell from a Python script that you guys posted recently, that Share Request is supported through the API. When I check your API documentation however, there's no info on the Share Request possibilities. Therefore I'm having difficulties implementing it as we use PowerShell for our scripts. Usually (in this case to add a note to a request) we do something like this: # Set system parameters $sdphost = "http://URLtoServiceDesk/" $techkey = "11111111-1111-1111-1111-111111111111" # Set API module
SDPLUS API V3 get information about field, system fields and UDF "Additional field"
Using API V3 I get json template structure. The structure contains field names, both system and UDF "Additional field". Questions: 1. udf - "Additional field" How to get information (field type(int, string, list, title, default value, list of values for
How to populate Projects Titles in a request additional field
Hello, I want to list project titles in a request additional field. How can I do that? I made some attempts but failed.
SLA - Due By Date not autofilling
Hi Team, Our org uses SLA's which appear to have been set up correctly however when a user submits an incident or service request using the templates we've provided, the due date does not get set automatically on the ticket. I've read through some old
Unable to sync AD users to servicedesk
I was able to sync AD users as recently as End of January. I have changed nothing except Patch and now i get this. My Passwords has not changed and i have entered the password again just to make sure. Any assistance would be helpful.
SSL Certificate import Error
I am getting an error when trying to import a certificate into ServiceDesk Plus. I did send this in to the ServiceDesk Plus Help Desk and they wouldn't look at it because I am using the free version. I am using SD+ version V 13.0 Build 13000. On Premise
Resolution Email
Good Morning, If the ticket is resolved within this section, the user does not receive the email. I checked the settings, nothing refers to this section
Information on Spring4Shell RCE Vulnerability?
Is ManageEngine able to provide any information on whether ServiceDesk Plus is impacted by the "Spring4Shell" Spring Framework RCE vulnerability? Announcement from Spring : https://spring.io/blog/2022/03/31/spring-framework-rce-early-announcement
[SOLVED] Change SAML Port
Does anyone know how to change the SAML port in ServiceDesk Plus (on-prem) version? The web interface does not allow you to change it, and if you change the SSL port, it does not update it either.
Create Change Request from ticket
Hi, Is there a way to automatically create a change request from a 'standard' request? Looks like years ago I could ave used this method: https://pitstop.manageengine.com/portal/en/community/topic/script-master-7-how-to-create-a-new-change-request-automatically-from-a-parent-request
Field value clears when chaning form
Hi if we creates a new release record from a change record. By default you are given three choosies: 1. Overwrite all existing field values (why not the "roles") 2. Overwrite only empty field values (why not the "roles") 3. Do not overwrite As an example
Backup password wasn't documented
Hello. My server crashed, and the server backup was corrupted. I'm starting over fresh, which is okay. The backups were saved to a different server, so I have that at least. The issue I'm running into, is the backup password was changed, but I didn't
Problem with resources and reports from technicians from another site
Hello, I have a problem with reports and resources for groups of a different group and location. Technician's from another location cannot see No-IT Assets and cannot generate resource-related reports. Alternatively, can you add a widget to the technician's
Service Desk Plus and Desktop Central Integration
When a user sends in a request via the Desktop Central agent "Send Request to Help Desk" is there anyway to take the " [MEDC] " away from automatically being applied to the subject line?
Domain authorization does not work through the form
I had SSO configured for domain authorization. In this case, I could use the form for entering credentials to enter by another user (if necessary, configure something from the user's computer). But after updating (build 12001), it is not possible to login
Can we have high level Executive Report for Project Statistics ?
Hi Super Team, We looking forward your support to generate for us PGSQL query for high level Executive Report for Project Statistics as Project Bases. What we looking for is have report by the end with below Requirements and details (In attached file,
Asset Scan
Within ServiceDesk Plus how do you enable and configure Asset Scan? I'm picking this will scan certain networks for devices, do these devices then populate the CMDB in some way? How does it handle devices that have been put into the CMDB manually?
SDCo-ordinator role, but no delete permission
We have created a "Default" role for our Technicians. With our Default role, all permissions are granted in all modules, except for the delete permission. When given just the this Default role, our Technicians are missing some of the features that the SDCo-ordinator role provides: Access to the Requests tab on the dashboard and the ability to see various technician charts on the Scheduler. However, the SDCo-ordinator provides the delete permission. Is there a way to give our technicians the
Not able to create " Incident - Additional Fiends - New Field"
Hi, We have not able to create the New Field in Incident-Additional Fields error "New Field Addition Failed". I attached screenshot and logfiles. Version: 12007 Db: MSSQL
Auto reply from support group
Hi, I have managed to set up support groups to work how i want using the below article (https://forums.manageengine.com/topic/exchange-and-contacts-for-different-support-groups) What i would like to do next is for each support group to reply to the requester automatically to say the ticket has been logged with a reference number. I want each reply to be different for each support group. For example i create a support users called France, set the mail group address up as in the above article, but
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