Duplicate Schedules
Having an issue where all of the schedules are duplicated, resulting in duplicate backups and scheduled reports. Need some help identifying which ones to remove and how without resorting to manually turning everything off and deleting the ones that remain.
Report
Please find the below format, the report should provide me monthly report of the total status for each technician. Technician Closed Open On hold Resolved Overdue Khan, Afzal 10 20 1 15 3 Ayesh 4 10 2 4 10 Fawaz 12 20 10 5 20
Cancel versus Closed
Typically, we've closed requests with a cancel code that are "canceled." We now see that users are given access to the "Cancel" button, and I'd like to explore switching to using the cancel status. Cancelling typically denotes a removal of something from
ServiceDesk Plus/AssetExplorer Utilizing ManageEngine DesktopCentral Agent For Inventory
Dear Users, We would like to inform you that ServiceDesk Plus/AssetExplorer will soon be using ManageEngine Desktop Central’s scan component (Desktop Central Agent) for inventory of Windows, Mac, and Linux machines. Please be informed that the support
option "Enable "Pass-through" Authentication [Single Sign-On]
Hi, Has been this option "Enable "Pass-through" Authentication [Single Sign-On] - Troubleshoot" removed on SDP ver 13?
How to purge asset data
Hi, We have a lot of historical data and years of machine rebuilds, rediscovers etc has meant that our asset data is inaccurate and never used. I would like to purge all asset data and allow it to repopulate from agent scans. How can I do this? Than
Exporting Knowledgebase Articles
Hi Team, Is there a way to export all knowledgebase articles from within the ServiceDesk software? I'm not seeing an option - am I missing something?
I can't run UpdateManager.bat to apply Service Pack
Hi, I can't run UpdateManager.bat to apply Service Pack. I do everything from the manual - stop service, do back up. Everything pass ok. But when I run UpdateManager.bat nothing happend. Please help me! What should I do to fix it?
ESM Portal - Change order of instances
Hi, I want to be able to amend the order in which ESM Instances are displayed on the ESM Portal. I believe it currently works in the order that they are created? I don't believe this is currently possible, but will it be in the future? Many thanks Lisa
Updating Assets without DeskTop Central
We were not prepared to use or pay for DeskTop Central because our ServiceDesk Plus had a fine and working assets scan. Unfortunately the assets scan (via SCCM) no longer updates the assets user assignment automatically. The information is there (from
How to assign priority within Severity
Can we change order with in any category (status, Severity etc)? Suppose we have three severity level i.e. 1, 2 and 3 and within each we have 10 requests each. Is there any way to define the priority of these 10 requests ? Can we change it by dragging
Can I create views across instances?
My org is in process of moving from SDP on-premise to SDP cloud. One feature we want to take advantage of is multiple instances because we need the flexibility to adjust certain settings like notification settings that are universal across all groups
Moving changes made in Test Environment into Production
After having looked at a few articles, i believe I have my answer but I want to to confirm by saying it a different way. We have a TEST environment which began life as a copy of our production environment. As I make configuration changes, add/mofify request catalog items and templates, etc., my understanding is that there is no way to automatically duplicate these modifications in the production environment. In other words, I must keep meticulous step-by-step records of all changes made in TEST and
Problems with changing SSL port on ManageEngine Service Desk
I have opened a support request on this issue. Default port is 8443. Using an SSL cert signed by our certificate authority (not using the self signed cert.) This has been working fine for weeks. Today I tried changing the port to 443 ./changeWebServerPort.sh 443 https I restarted MESD but was unable to login. The "netstat" command showed that nothing was listening on either port 443 or 8443. After looking at what the changeWebServerPort.sh script was trying do I manually updated the
update requester info via SQL
Hi I would like to update requester informations (i.e. phone number, mobile number and email address) via SQL, from data which has been exported from our HR application. The primary key is the SDPlus "employee ID" field. In which table from the servicedeskplus
CMDB / Assets "AD Description"
Hi, We use Desktop Central and ServiceDesk Plus, and we're working on importing all our assets from DC to SDP to populate our CMDB. When we deploy a new VM, we also add a brief description to the AD Description field, In DC, Description and AD Description
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
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