[Webinar] ITOM + ITSM: A unified approach to incident, asset, and change management
Hi there, Is your ITSM team still grappling with: Endless alarm noise causing fatigue Outdated CMDBs causing audit headaches Manual workflows slowing down resolution times Poor visibility into asset dependencies Reactive incident handling We’ve got the
Change Management - Comment
Is it possible to include the approval level 'comment' to the workflow Notification mails? As a comment is mandatory to when approving/denying; the added comment should be visible in Notification as it could contains important remarks.
Query Strings
When we click on Home->Assets (and under All My Assets)->Printers (or any asset), we are directed to the following and do not see the entire product listing of printers (or specified asset). Type=Printer However, when we click on the Assets tab at the top and then click on Printers in the resources area, we are directed to the following which does show the entire product listing of printers. TypeID=3&Type=Printer I was informed that this was fixed in 7013 and so we are now running the latest patch
Restrict technics from editing requests
Good day. Is it a way to restrics technics from editing requests ? I mean base fields like urgency etc . They need to be able to answer\close requests only.
Unable to connect to mail server. Check configurations and try again.
Subtask in Project
Hello everyone, I'd like to know if there's a way to add subtasks to project tasks in Servicedesk Plus. I've already seen "Dependency," but that's not really what we want, but rather subtasks if there are any in the tool. Example: Sincerely
Subtasks in Project Management module
Hi, Do you plan to add subtasks feature for Project Management module? It will allow WBS creation which is a defacto feature for pm softwares.
Agentless scan in Asset Explorer don't work
Hi All. When running the script ae_scan.vbs, the command line says that "successfully scanned the system data, Find this machine details in AssetExplorer server", but the scanned asset does not appear in Asset Explorer.
What should be entered in accountName="ACCOUNT_NAME"
Change Status on Technican reply only for Specify Support Group
Hello, i have a question. We would like to have the "change status on a technician reply to "XX" only for a Specifiy Support Group. As we are working with many groups in the ServiceDesk and not all of them need the change of the Status when a Technican
REPORT ON CHANGE SHOWING CHANGE IMPLEMENTER
How can we generate a report on a change implemented by a particular user? We tried with custom reports but there is no column like change implementer. A query can work as well
Quick Button for 1-Min 3-min 5-min 10-min 15-min worklog entry
Hello Team, Does anyone have a way to make a button or action that will allow us to quickly add a timestamp of a fixed amount to a ticket? Our team is ultra-efficient (if I do say so, myself), but we are looking to shave seconds and "clicks" off the support
Failed upgrade from 13000 to 14205
Hello, we are on version 12008. We changed NTLM SSO to SAML, so now we want to upgrade to latest version (14.7). We have WinServer 2019 and SQL Server 2019. The update from 12008 to 13000 was done succesfully (ManageEngine_ServiceDesk_Plus_12_0_0_SP-1_0_0_Windows.ppm)
Are State Change rules in Request Life Cycle supposed to trigger on all field changes?
I have several transitions leading to the status Open. And at least one of those transitions has If Technician = Empty Field Update->Techician->$LoggedInUser Lets say it's called X Now when any technician transitions from X to Open the Techician value
Integrating service desk with VOIP
I know one of the goals of the service desk is to reduce phone calls But 65% of users still tend to make phone calls What is the solution? How can you really reduce call rates? Does this solve the problem by integrating service desk with VOIP ? Please write about your successful experiences
Get value from pick list with Deluge
We are trying to update a script and during testing we discovered that it is returning more than just the name. This started happening during the last update. We are on build 14940. Here is the part of the script pulling in the value. How do we get the
Display input field if selection is "other"
Hello everyone, I would like to create a custom template in "Incident Template." What I would like to know is that when I use the drop-down list, there are several options and "Other" at the end if the selection isn't in the list of choices. I want when
DueBy Date Report
Hi ALL I need custom report based by next rules: 1) Request age: => 12 Hours 2) Request Status: Not Closed and Not Resolved 3) Field "DueBy Date" is empty / Not Assigned Report must contains next Columns: Request ID Request Status Approval Status Request
System varibale for "created by"?
Hello, we change the requester for certain requests and want to inform the original requester by e-mail when the request is completed. Is there a system varibale for “created by” The information is stored in the request history
Migrate ServiceDesk Plus to another server
Hello everyone, I have to migrate SD from 32bits to 64 bits, so Im trying to do it to a second server, because I cant get stopped the productive server so much time. The server prod is still running, and I installed the app at 64 bits on a new server.
Allow linking of multiple changes to a single request/ticket
Allow linking of multiple changes to a single request/ticket. Right now, I can only associate 1 change per ticket. Sometimes we have several changes as part of a single ticket.
The merged ticket problem
Hi Had a technician email come to me asking 'why can't i find this ticket - I know I emailed this person'? After hours of searching it was due to the ticket being merged. We need a better way to find all the merged tickets - a grid or something similar
Get a list of all ID from report or DB ?
Hello, I hope you are doing well, my team has built their dynamics fields in all the forms used in script in each rules in each forms. I would like to know, to help me maintain all those script, it would be beneficial to get all the ID from different
report from requesters and than email requesters
Dear All, We would like to have a SQL Query report with below columns: a) Request ID b) Subcategory c) Region d) Requester c) Email requester d) login requester and also add filters: groups, service category, service request, request status, subcate
Can I see the "user view" of solutions?
Hello, I published a Solution in the Self-Service Portal and made it available to All Users. Is there a way for me to see what this looks like from the user's point of view? I'd rather not have to pester a random co-worker in another department to help
Reference Entity (Asset) field doesn't link request to asset history
Hello We're using SDP On-Premise and have a custom pick list field in our service request form. This field uses the Reference Entity option to pull data from the Asset module. It works well in terms of usability — the user can easily select the correct
Can I make the System Notifications toggled on by Default?
Hi, Is there a way to make the conversations sections for the request module tickets toggled on by default? I'm working with some custom triggers for emails to be sent on arrival of our JML tickets. Only problem is, unless the technician toggles the system
Forwarding an email / signature
When forwarding an email, it would be nice if the personalised signature was inserted above the message being forwarded. Is this possible ?
Change tasks - how to close open tasks when a change has already been completed
we are on the following version of service desk plus: 14.5 Build 1450 When we raise a change and have tasks created in each stage, what i have discovered is that if we have 5 tasks and we close 4 of them and then the change is closed, we cannot go back
Add dynamic date filters to custom view
Would it be possible to add an option under Custom Views to filter for a dynamic date value relative to today? What I mean by that is to filter a view for example, Today (Last 24 Hours), Last 7 Days, Last 30 Days, etc. Currently, the system only allows
How to restrict asset selection to only one in Service Catalog request form?
Hello, We are using ServiceDesk Plus On-Premise, and we would like to restrict users to select only one asset when submitting a request through the Service Catalog. We have tried using Field and Form Rules with the following script on REQUESTER.ASSET
Unable to ticket generate
We was @ithelpdesk email id password has changed hence unable to generate manage engine helpdesk ticket kindly resolve at the earliest
Adding Solutions
Hello everyone, I would like your opinion on the use of solutions or the knowledge base on Servicedesk Plus, please? Currently, this is populated by resolutions provided by technicians based on the problems encountered. But I would like to know if it's
Masterclass 2025: Episode 3 - Maximizing service uptime by employing major incident response playbooks [Apr 24]
Hi there, In the third episode of Masterclass 2025, learn to implement incident response playbooks and manage major incidents efficiently within your enterprise. We will go over the steps to configure role-based templates, create visual life cycles, and
AI and ML: The ultimate solution to IT’s greatest challenges [Free e-book]
Hi there, Repetitive incidents, outages, and security gaps often drain your team's productivity. But what if you could establish a proactive ITSM landscape where AI and ML proactively predict, prevent, and resolve issues before they strike? Our new e-book
Multiple Accounts in One Mail Server Settings Configuration
Hello, I need assistance with mail server settings configuration, in particular.. can I use multiple accounts to fetch emails in one service desk product? Thanks in advance.
Search for "Descriptions" in task templates
Hello Support, for some of our technicans its neccassary to search for "descriptions" in our list of task templates. For example when there is a descritpion to Virtual Maschine. When a adminstrator replace a Vm and wants to edit all the tasks where is
Mail Fetching not working
I have run into an issue with mail fetching not working after I upgraded from 14820. Prior to that version I had to edit java.security file and add TLSv1 and TLSv1.1 to force Service Desk to use TLSv1.2 which is what our mail server uses. That file located
Is it possible yet to mandate attachment in incident template?
Is it possible yet to mandate attachment in incident template? I saw on a reply a year ago that it will be available in future releases.
Upgrade from 14.8 14840 to 14.9 14930 issue
Hello When upgrading from 14.8 14840 to 14.9 14930 I receive the message: "Please reconfigure the Requests custom table schema to retain data consistency in the integrated reporting framework tool. Click Yes to proceed or No to stop the upgrade" Could
SDP and Axonius
Hello. We use a product called Axonius to capture asset information. It has an SDP connector which can create/update assets. Has anyone used this before? I'm having some issues with the update process and I wondered if anyone had already figured this
Next Page