SLA's and Due Date adjustment
HI I have a standard SLA but we have an agreement on some requests that they will contractually completed within 48hours of the final approval. Obviously if the request isn't approved straight away then this can have an impact on the SLA completions.
Survey in user self service portal
Is a way to show Survey in user self service portal?
custom filed for create User group.
custom filed for user group. Now, Some filed can uses on user group. But if Servicedesk can use all additional felid to create User Group, It's good work.
Associate existing tasks and reminders to service requests
Hello guys, Is there any way to associate an existing task to a service request? Same question for existing reminders? Right now I see the functionality to create new tasks/reminders from inside a SR, but no way to associate existing ones. Thanks!
Importing equipment into CMDB
Hey! Please tell me where you can read about how to set up automatic unloading of equipment from an existing corporate system in the CMDB SD? Interested in how to put what, for example, once a day, the system took a pre-unloaded file (CSV) from the path
Attachments with ~ or _ or any special characters
Hi, I am on the latest version and changed the settings to include all attachment extensions but filenames with ~ or _ or any special characters do not come in the system.
What are the keyboard shortcuts for going to my pending requests and to create a quote block
Hey there .. What are the keyboard shortcuts for going to my pending requests and for creating a quote block while typing replies?
Removing older backups failed
Hello, on version build 12000 backup is scheduled to be removed if older than 3 days. Backup folder contains 2 *.ezip files named *.part1.ezip and *.part2.ezip. After 3 days passed, SDP deletes ONLY *.part1.ezip file while *.part2.ezip file and folder
I need hide some field in General Information??
How can i hide some field in General Information of Incident Request? Version: 10.5 Build 10501 Thanks
Requester Allowed to view
Hi. I have a question about "Requester Allowed to view" . Sometimes one Head of Department rule many departments at the same time, ho to make function works with "list" of departments. As example: Ann heads financial department, but she also works with
Tracking Ticket Quality
Good morning, SDP community, I wanted to throw out this use case and get some thoughts on tracking the quality of tickets. We are running SDP V.12.x and also use Analytics Plus for our support desk metrics. We try to run a disciplined shop. Typically,
What happened to the ability to convert incident to service request button?
We used this feature a lot, but now it's gone. Why does this product continue to remove things that work.
Conversion to Service \ Incident
When we a looking into the manual pages we can find very helpfull function to convert incident to service and vice versa. https://help.servicedeskplus.com/requests/converting_to_service.html https://help.servicedeskplus.com/requests/convert_service_to_incident.html
Ability to disable Preventive Maintenance Tasks
Hi I was wondering if there was a way to disable Preventive Maintenance Tasks instead of deleting them. This would be a great function to have due to a lot of techs not going into the office or the tasks needing to be done until the office is occupied again. For now, I've auto closed them, but that is skewing the reports that we need to clear up.
Restrict Requestor visibility of Service catalogue by Site
Hello, I know that we can restrict Technicians view of a incident or service catalog form by Support Group. And we can make a form visible or not visible to a Requester using the tick box. However is there are way we can restrict Requestors visiblity
Bug: Unable to add url to an image (Custom Triggers)
Just upgraded to v12003 and we are unable to add an url to an inserted image within a Custom Trigger notification. 1. Image is added 2. Click on Image and select 'More' and then 'Link' 3. Link box opens 4. Unable to type or paste within the highlighted
Audit or worklog of technician
Hello, almost any action are stored in history's e.g. history of incidents, changes, problems, tasks or whatever. Now is there a way to get a work-log (or may called audit log) of an technician to see the sequence of all changes/modification done by a
Initial setup of Service Desk Plus
I'm doing my initial setup of service desk and we want tickets created when emails are sent to helpdesk@ourorg.com. I have found the incoming mail settings, but our mailbox is a shared mailbox. Does it work with a shared mailbox? If yes, can you direct
Change Approval - On approval stage "the approval process for this stage was skipped"
If the Change Requester and Change Manager are the same person, the approval process for the Approval stage gets skipped. Is there a way to disable this automatic "assumption" of approval if Change Requester and Change Manager are the same?
Email Note to Requester
As everyone is aware, it's been on the 'ask' list for years: https://pitstop.manageengine.com/portal/community/topic/e-mail-note-to-requester Wondering if this MSP custom schedule/script could be used to email requesters when a Note is added to their
SLA settings
Good afternoon. Tell me how to configure the system so that the SLA time counter automatically stops if the last response was from the agent and resumes if a response is received?
send Tabular Report by Email daily
we have one tabular report created by an ex-employee and configured to send this report daily to multiple technicians, we need your help to find out how to change the sending settings for such a report
Blank Page
Hey guys, anytime a requester clicks on that "Request a Service" the page comes out blank. I want the default request form to show but it comes out blank. Does anybody know what I can do? Kindly see attachment.
Behavior Change in Custom Trigger Scripts
Dear user, The current_stage and approved_stage keys in custom trigger input JSON are renamed as current_level and approved_level respectively. Users are advised to update their custom trigger scripts accordingly as the older keys will be deprecated
ServiceDesk Plus - "Announcements", Password Manager Pro (PMP), Licensing
Hello, ServiceDesk Plus 12.0 (Build 12004) A few questions: 1) When making Announcements, how come it does NOT show on the Home page. If you click "Show All" (with filter option for "All Annoucements"), it still will not show on the next window. Sometimes,
Unable to upgrade from 11.2 to any new version
Hi All, We have a problem to upgrade our ServiceDesk Plus 11.2 to any new version due to the following errors under Linux system. - /ManageEngine/ServiceDesk/Patch/AdventNet_ManageEngine_ServiceDesk_Plus-11.3.0-SP-1.0.0/pgsql_old not found,
Import Certificate
Looking to install latest service pack but its asking for certificate to import, where do I get this certificate? Thanks
Release 12000 breaks the ways of approving an incident
After submitting an incident for "Actions >> Submit for approval", the approval request is not displayed to the approver in the mobile app and on the web portal home page (the "my approvals" widget is not displayed). The approver can only approve the
Submit for Approval API supported?
Hi team, I am using SDP on-prem. I need to open a Request via API and submit for approval. However, in the APIv3 doc, I couldn't find any API to submit the request for approval. I wonder if it is supported or is there any alternate way to achieve?
Asset Explorer Not starting
Hello, i recently reinstalled Asset Explorer 6.5, since it was the same version i had my backup. I noticed that it's taking more time than average to start, it gets stuck on this screen I tried restarting the machine, restart the service but nothing seems
ManageEngine ServiceDesk Plus exploit detection tool
I am seeing errors when I run the exploit detection tool as instructed here: https://www.manageengine.com/products/service-desk/security-response-plan.html. The system cannot find the path specified. 'java' is not recognized as an internal or external
Mandatory attachment for Changes
Hello Support. We have ServiceDesk Plus v10506 with MSSQL 2014 Is there the possibility of establishing an attachment as a mandatory in the Sudmission phase of a Change? We currently have a custom field that asks the technician whether or not a prior
Oauth Setup
I'm trying to configure Oauth for downloading emails. I get the below error. In the username, it's the username of the mailbox that receives the emails. Is this account what I need to use when the pop up appears initially after saving? -mail settings
[SD-100243]The invitation from the Outlook calendar is displayed incorrectly
Hi We receive applications in the format of an invitation from the Outlook calendar. the request is registered but displayed in an odd form. How to make the text correct? I am attaching an example of one of the applications
Migrate Service Desk Plus from build 12003 to 12004
Hi there, When i try Migrate Service Desk Plus from build 12003 to 12004, they ask me for a Certificate. What certificate is?
.doc vs .docx attachments
I have a situation where SDP will not ingest .DOC files resulting in the email appearing in SDP without an attachment. However, it will ingest .DOCX file extensions. I was running version 12001 when I first noticed the issue. Upgraded to version 12004
Unable to view waiting approvals in SDP portal
Users are only able to view their own tickets waiting for approval in SDP but they no longer have the option to see waiting approvals which are for them to take action on. This option was there in previous version. They can only approve or decline approvals
[Security advisory for CVE-2021-44077] Unauthenticated RCE vulnerability in ServiceDesk Plus versions up to 11305
Hi there, This security advisory addresses an unauthenticated remote code execution (RCE) vulnerability affecting ServiceDesk Plus versions up to 11305. This vulnerability was addressed on September 16, 2021 in versions 11306 and above, and an advisory
Log4j CVE-2021-44228 Query - Manage Engine Service desk Plus
Hi Team, Noticed your support team mention some ME products have the affected version while other don't, can't seem to see anything about ME: Service Desk Plus. Please advise what version of Service desk is vulnerable to the exploit (if any). I can't
User views are not showing after SD+ upgraded to 11149
Hi, We have recently upgraded our SD+ test site to 11149 and now users are unable to see the portal in Edge or Chrome. It is working fine in Firefox. Would someone know how to fix this issue? Please see attached screenshot of user's view in Chrome.
Next Page