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
Request Summary - for year
Hi ALL! We have very nice widget "Request Summary" for week/month (look at screen) How i can create report like this with period one year and statistics per month ??
KPI report
Hello. need query report for KPI to calculate mtt responce, mtt resolve
Technician Login Report
Hi, I need to generate report on the number of times that the technicians logged from a certain period. Could you help me with the query that will include the following details? -Technician name -Logged in Time -Logged Out Time I need to know how may log in sessions each techncian had from last year up to present. Our database is postgreSQL. Please find below the version of our ManageEngine ServiceDesk Plus. Your Version : 9.4 Build 9400 Latest Version: 9.4 Build 9402
Due By Date not shifting out when timer stops - is this expected?
Hello - We have SLA's configured which automatically sets the Due By Date. However, when we service the request, there may be a situation where we need more information from the customer so we have a status called "Awaiting Client Action" that stops the
Request to filter Tasks view on Home Screen
Typically, our technicians are concerned with two types of tasks, those assigned to them and those that are within their support group but unassigned. Presently we can see those tasks using a filter in our own view, but on the Home Screen, there is no
Custom report for Change Auditing
Here are the fields I need please, if possible I need to be able to adjust the dates against the created time field. Change ID Title Created Time Scheduled Start Time Scheduled End Completed Time Change Owner Category Subcategory Group Change Manager
User access to portal
Hello all. I am new to SDP and I am currently in the process of building a lab environment consisting of a Windows server VM with SDP installed. Also, a Windows 10 VM client that I hope to have access to the portal. Problem: when I check the Alias URL
(12.0 Build 12006) SLA's not working correctly; causing customer concern!
Hello - We have a situation where a ticket is opened during business hours however the "Response Due" field is saying the response is due outside of business hours. Our operational hours are 8-6pm EST. We had a ticket opened at 5:47pm EST but the Response
I can't add a new site.
Hello I have "ManageEngine ServiceDesk Plus 11.1.0 Build 11131" installed. I don't know what happened to ServiceDesk, but it doesn't add a new site or modify existing sites. When I try to add a new site, I get a message "FAILURE: Exception while processing
Hide Task Based on Technician Group
Hi All, I'm creating a template that include some tasks that have to be completed by different Technician Groups, and I would like that every technician could see only the task assigned to their group, it is possible to achive this? I tried using the
How do i change SLA assignment manually to a request?
Hi, im able to assign a SLA by rules on creation. But what can be done to change the SLA assigned after the creation (it might happen, for example, some time that it is wrongly assigned because the requester put a higher priority than necessary and ther's no way to downgrade it later). Thank you
Dueby Date with incidence annot be removed once it was set?
As this is not a mandatory field, why it cant be set to NA anymore?
Send message to all Requesters
Good afternoon. Can I send messages to all Requesters registered with the Service desk at once? For example, I want to wish everyone a happy holiday, and I need to make a General mailing list. Thank you. Your Version : 9.3 Build 9308 Latest Version : 10.5 Build 10503 Database : postgres
Stop preventive maintenance during holidays
Dears, Good Day I have daily preventive maintenance. how can I stop preventive maintenance during holidays Best Regard's, Omar Rashad
How to port over 'Request Type' values to default 'Request Type'
HI All - Back in 2014 when we first purchased Service Desk, there was not a field called 'Request Type' so we actually created it as custom. Years later, SDP released this field as Default and we have just been using our Custom Request Type since without
Auto merging of Tickets
Hi We have middleware software that when it has an issue or fails will generate a ticket in SDP. However if the action is set to run every minute then it will send an error email to SDP every minute generating a new ticket each time. How do I get SDP to recognise that the subject is the same for an incoming ticket and merge these requests? Example - Subject of error = (Flow) ERROR result for 'Labels V3' Action This may generate 20 tickets before someone has a chance to look at it. But I really only
Pick List from External Data
Can we populate a pick list from an external data source?
Change Registration Name
Hello. tell me how to force the specialist to change the "Registration name" for the entrance? Now we are changing the login method - before there was mail for entry, now there will be a login. How to change with a specialist?
Query to export Organization Roles in ServiceDesk Plus
Hello Support, I am needing a query to export the configurations established in the Organization Roles in ServiceDesk Plus v12000. I am using MSSQL 2019 database. It's possible? Regards, Rafael Vega.
shared request
I want to create a request and This request is automatically shared to several technician by the system But I have this error after Created requesting : Result : Failed Message : Invalid JSON format.
How to make replies from SDP portal send as, or show who is sending the reply?
When a technician replies to a ticket in SDP, we use the default template and most of the time we forget to sign our names at the bottom. I recently realized that when the requester recieves it, they don't actually know who they are talking to. The email
Oauth - Azure
When I'm setting up Oauth for EWS to receive email I get an "incorrect username or password" When I click save on the email settings - I can a M365 pop up box. I enter the username and password of the account I'm specified in ServiceDesk Plus - It then
link in email does not work.
Hi when we send a response to the user they get an email but the link in the page goes nowhere. This is because internal users must use port 8080 and external users we forward the request to 8080. How do we change the port to :80 so that internal and
templates query
HI i am looking to run a query that shows the templates used by volume so that i can see which templates are used more than others. the available columns in a incident report do not contain the templates option to choose
Custom Filter: Mentions in Notes
Can we build a filter or a report that will filter requests/tasks by a technician mention? Often we use the Mention feature to notify or ask a question to technician's who are not assigned the ticket. Currently the only way to find these 'mentions' is
Dashboard Widget Display
Hi All I was wondering if anyone else was experiencing this issue? I have a report that is public. I run it and add it to a widget on the Helpdesk Dashboard. The information in this widget is displayed. I then add this widget to a different Dashboard
Short URLs
Add the ability for short URLs when creating links, such as: View a Ticket - http://servicedesk/ticket/123456 Change - http://servicedesk/change/1234 Problem - http://servicedesk/problem/1234 Solution - http://servicedesk/kb/1234 It would allow techs to type a shorter link when providing URLs to end users. They could also be used by web developers and such on internal portals to create friendly URLs from a text box.
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