Automatic user association site based on domain name
1. Can the system change the site if there is a keyword in the subject line? 2. Upon receipt of an application from an unknown user, a new user is generated How can I bind automatically to a site based on @domainmane
[Term of the Day]: Crowdsourcing
Term of the Day “Crowdsourcing” Definition — What is Crowdsourcing? The term Crowdsourcing was first coined by journalist Jeff Howe in 2006. Jeff has rightly defined crowdsourcing as “the act of taking a job traditionally performed by a designated
ManageEngine named in the Gartner® Magic Quadrant™ for ITSM Tools for the second year in a row
Hello there, We are excited to announce that ManageEngine has been included in the Gartner Magic Quadrant for ITSM Tools for the second consecutive year. The Gartner Magic Quadrant for IT Service Management Tools is an annual publication that profiles
[New webinar] The service desk is your best technology coach
Hey there! On September 30 at 10am BST, we will host an exciting new webinar titled The service desk is your best technology coach. We'll discuss clients' needs, the relationship between IT and the customer, and the significance of the service desk.
[Community Digest] ServiceDesk Plus - August 2021
Here is the monthly rewind for August 2021! Quiz: The Quiz-5 was held on the 17th of August, 2021. You can check out the recording of the session and the questionnaire. Follow this space to know more about the past and upcoming Quiz events. Community
CTI Integration with Starface (Script)
I am looking for your kind help in the integration of Starface through CTI. Does anyone created a script for Starface or an other telephone system?
Reply to a request from end-user by API
Hi, I want to create custom mobile app for end-user (customer) support. In this scenario, our customer install my custom app and our technician login with SDP. Also I want to chat and conversation with end-user by custom mobile app that connected to SDP
Upcoming End-of-Life of Request V1 APIs
Dear Customers, Today we are announcing the End-of-life (EOL) date of July 31, 2020 for Request V1 APIs. From that date forward, any upcoming releases will not have access to the V1 Request APIs. All clients and integrations based on V1 will stop working unless they are updated to use the latest V3 version of the Request APIs. We strongly recommend moving to the new version of APIs for all cases where the operations are supported in the newer V3 APIs. Previously, the support for the User and Technician
How to hide user-info block in "on behalf of" end user
Hi, I active "on behalf of" for end user that they can create a ticket instead of their colleagues.Now I want to hide the user-info block (attached) of their colleagues from the user who create the ticket in order to protect the privacy of the people.
Can a technical user access the service portal?
Hello, I wanted to know if there is a way to access the service portal as a technical user. Because it would appear that only guest users have access. Correct? If it exists, could you please indicate me via a screeshot from where to access? thanks a
Autoselect SLA and Site for ServiceRequest based on User Site info
Is there any way to asign SLA and Site for a Service Request based on the user site that is requesting. This is possible for Indicent Request but i can´t find how to make it works for Service Request. We have multiple Sites configured and as we can't
Custom Query to export category details
Hi, Can anyone help me with some custom queries for the below scenarios: 1. Needs to export all category , service categories, subcategories and items. 2. Needs to exports all incident and service catalogs under all the service categories Servicedesk version: 10.5 Build 10513 Database : pgsql Thanks Ahamed
[Term of the Day]: Dark Fiber
Term of the Day “Dark Fiber” Definition — What is Dark Fiber? The term Dark Fiber refers to fiber optic cable that has been laid in the ground that isn’t being used. In fiber-optic networks, data is being transmitted through the cables using pulses
Retrieving Approval ID or Approval Stage ID from request using API
Hi, I am looking for a way where I can get Approval ID associated with a request. As of now, I only find that to be do-able through accessing SQL table manually. Using API requires providing Approval ID which I am unable to get from within the request.
Error During upgrade from 9335 to 9400
hi I am trying to upgrade form Servicedesk Plus 9335 to 9400 I recieve the following error. Migration aborted due to data inconsistency. This may create issues during migration, so aborting now I have attached the update log file. Please help Best regards
Restore SDP backup failed
Hi, I'm using SDP v11.1.22 on MS SQL 2019. When I want to restore SDP backup in pre-producation server, show me this error: Error Tables : wordmap,wordoccurrences,errorlog 0-----------------------50------------------------100(%) ===================Reason
Profile pic - Picture not working new version
HI Just updated my dev version to 11303. Now none of my technician pictures work - under profile. For my user I go and change the image - and it doesn't give an error - but no image is displayed. Using the exact same images I used in version 11203.
[SD-97231] Problem with attachments in request conversation
Hello again, after upgrade to 11303 we have detected that when we try to download a document included in a request conversation, it is downloaded with 0 kb Please, any workaround that allows us to solve it quickly? Thanks a lot
Migration - postgres database
Hello, While migrating to Build 11200, we are receiving an error "Error occurred while migrating postgres database. Uninstalling", in the install step. It then reverts the installation. Viewing the LOG shows that it is BLANK. What can we do to troubleshoot
[Term of the Day]: Cobots
Term of the Day “Cobots” Definition — What are Cobots? A collaborative robot, commonly known as a Cobot is any robot that has the capacity to learn how to perform specific functions in order to assist people in a variety of tasks. The objective
Disable user creation when opening new requests
Hi, i want to disable user creation when opening new requests, if users does not exist, don't creat there, have to go to administration, users, and create it from there manually
New Survey
I'm having a few issues with surveys. First issue. Any time I update the survey. The "Yes" and "No" options change places. Only the word changes, the Thumb Up/Down icons remain the same. This reflects on the user too when they get the survey in an email.
jira custom fields is support?
Hello jira integrate cansupport jira custom fields? how can i custom? edit jira.xml or other?
[SD-90595] Warning: Your database transaction log file size has crossed the threshold.
hi, i recevie email every days as below : Product Name: ManageEngine ServiceDesk Plus Build Number: 11124 Your Recovery Model:FULL Last Log Backup taken on 2020-09-13 07:00:03.0. Follow the instructions in the given link to backup your log file: https://help.servicedeskplus.com/general-features/performance-guide.html$LogFileSize
[SDF:68990]Change, project reference on task list
Is there way to have on the side task bar the reference to the change, project, etc? Sometimes we have the same task name for different change... Thanks Stefano
$Department_Approver$ option gone
Prior to updating SDP to 11303 I had the ability to assign users to the global $Department_Approvers$ group. After updating, I no longer see that option. Was it taken away or has that option moved somewhere else? I've looked at every Edit window/drop
Need Report
Dear Team, I need a report with below mentioned columns. Date Filter Today, Weekly, Monthly Date New Tickets On Hold Tickets Closed Tickets Backlog SDP Version 11.2 Build 11205 Database : MS SQL
Asset Management
Since the upgrade to the Build 11001 SDP, we have not been able to successfully roll out the Desktop Central Agent. Is there an easier way of automatically replacing the Asset Explorer Agent with the Desktop Central Agent? Please advise
Make requests under certain service category visible to user groups.
We use service desk for different types of requests. For certain type of requests, we have a need for everyone under a user group to be able to see the requests. for example. We would create a user group called NPI Viewers and a service category or request
[Term of the Day]: Burn Rate
Term of the Day “Burn Rate” Definition — What is Burn Rate? Burn Rate is a key term that every entrepreneur should be familiar with. To be brief, “Burn Rate” is the amount of money a company has to spend each cycle (burn) to stay alive before generating
Auto-assign owner in assets
Why does this feature suggest only few owners for workstations whereas all workstation have active users but it doesn't show in the "suggested owner" list?
[SOLVED] Upgrading PostgreSQL Completed extracting 15% Completed Error occured while migrating postgres database.
I recently upgraded to 10.0 without issues. I took another backup but when I try to upgrade to 10.5 it always reverts. I am not using Postgresql but in the log I keep seeing Upgrading PostgreSQL Completed extracting 15% Completed [|] [-] Error occured while migrating postgres database. My database is MSSQL. is there a way to get it to ignore Postgresql. I have been using ManageEngine_ServiceDesk_Plus_10_0_0_SP-1_0_0_Linux.ppm when attempting to do the upgrade OS: Ubuntu
[SDF-70522] Embed Videos into Solutions
Hello, I would like to submit a feature request to allow us to embed videos into solutions. Use Case We use Solutions to explain how to resolve problems and publish user guides. Currently we insert pictures into solutions and attach videos for users
Include Attachments on Notification Emails
We would like to include the original request attachments with the Received Request notification emails. Is this currently possible? If not, can this be added as a feature request?
Form Script: Copy contents from one field to another
Is it possible to capture the contents of one form field and have it appended to another field? For example, in an offboarding or onboarding template the HR team will input the username in the form. We'd like to grab that name and append it to the Subject
[Term of the Day]: CSAT
Term of the Day “CSAT” Definition — What is CSAT? CSAT stands for Customer Satisfaction is a measurement that helps businesses understand how happy and satisfied customers are with their products, services, and functionalities. Customer satisfaction
Migrate from Postgres SQL
Good Morning, Currently we are using the Postgres SQL for Service Desk and Desktop Central. I would like to know if we can migrate from using Postgres SQL to SQL Server 2016 Enterprise. Both applications are at the current version. Ed
How to populate information from details of incident into request
We have a need to populate information gathered from the details of the service request into the associated tasks. The example I can give is a new-hire request. When this goes in, the HR department fills in the necessary information, assigns the editor
[ForYourInformation -56] Steps to restrict accessing ServiceDesk Plus using the server IP address
There can be numerous reasons for an organization to restrict its users to access ServiceDesk Plus using its server IP address. In this post, we will describe the steps to achieve this requirement. Assume ServiceDesk Plus server's IP address is "101.102.103.104"
Add the requester's manager to a field in a ticket
I need to populate a field in the ticket when a requester opens a ticket that pulls the $reportingto$ for that requester into the ticket. Also I need to have the $reportingto$ manager as the first level approver for the ticket. I'm not sure how to create
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