How can I avoid sending two mails to Requester, when closing a request in a Reply to the Requester ?
We have activated 'Acknowledge requester by e-mail when the request is closed.', which is fine, because the requester, then gets a notification, when a request is closed from Edit mode or from the right-side menu. But when a request is given the status
Outlook Actionable Messages - Supported Notifications
In the guide for configuring Outlook Actionable Messages it is mentioned that only certain notification types are supported: Acknowledge requester by e-mail when a new request is received. Alert the following technician(s) by e-mail when a new request
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As employees begin to return to the office, organizations need to adapt to the requirements of new-age workers. Read our e-book to learn how to transform your workplace to keep up with changing dynamics. Download now.
[Term of the Day]: Destructive Testing
Term of the Day "Destructive Testing" What is Destructive Testing? In software testing, a destructive test is a methodology to check the robustness quality and lifespan of the software. It is a common fact that most users are prone to mishandling
insertion d'une image en base 64
Bonjour je n'arrive pas a ajouter une image a un modele de réponse. Je rajoute la partie HTML a mon message, tout apparait correctement. Mais quand je sauvegarde, l'image disparait. j'ai fait des captures d'écrans, pas a pas. pouvez vous me dire si
[SD-96503]Change Conversation Reply Template, pre-filled To: field, conversation notifications
I would like to see a customizable template added to the system for managing the replies sent from the Conversations tab on change requests. In addition, it would be great if when I choose to reply to a message there it included the sender from the message
New @ Function Problem
HelloWe were using the new function where you can mention users or technicians with an @ Symbol. With technicians it seems to work fine. However, if we mention a regular user and then try to show the system Notifications, they won't load anymore.
[SDF-95129] Scheduler Should Be Controllable Groups
SDP 11.203 MS SQL. We would like see SDP add a feature where the scheduler could be assigned a manager for a group of technicians and that manager would be able to see all of the technicians in the group in the scheduler, make ticket assignments, etc.
Add asset to Reqest?
Hi, Can I assign an Request to an Asset? Ex: We have 200 network sites where our users work (They Exist as Assets in SDP), sometimes our network vendor have problem with comunication on sites and I would like to make an incident when this happens and
Change attachment size
How do you change the file attachment size in SD+ 11300? I have found other posts saying this is changed in the Admin > Self Service Portal settings, but I do not have an option for file attachment size. Thanks.
Automatic scheduled reply every 3 days
I did a search but found nothing, however I may be using the wrong verbiage. I am looking for an automatic reply email that would go off after say 72 hours. A "Hey, haven't heard from you, still having this issue? if not let us know, if so, please
[Term of the Day]: LIPS
Term of the Day "Logical Inferences Per Second" What does LIPS mean? In artificial intelligence, LIPS is a measurement tool that identifies how fast an AI program can think and process instructions. The human brain works at about 2 LIPS.
Major Problems with Assets on 11205
We just recently updated to version 11205 and have several big issues. 1. Global Search gives an error when searching. (Attachment #1) 2. When searching all "In Use" assets, it will do a couple different things. The search can just result in an error,
Asset Global Search
I'm just looking for some clarification on what this means. Does this mean that... A. If I have over 500 Assets, global search just won't work or B. If I search for something and there are 500 (or more) Assets that mean that criteria, It will only show
[SDF-55259] My Request Summary clarification
Hello, I have a very noob question regarding the request summary in homepage. I understand that the approval status "Pending Approval" is used to identify tickets that are "Awaiting Approval" in the "My Request Summary" but I am in doubt about the two
[SDF-38974] Show envelope icon to requesters in the request list?
Hello, I couldn't find any setting about this so here I am with my question: Is it possible to show the envelope icon to requesters too, and not only technicians, so users know when a technician replied to a ticket directly in the list view? Currently
Upgrade version from 11207 to 1130
Hello, We just upgraded to the latest available version 11.2 Build 11207, but the Help - About menu states that the latest version is 11.3 Build 11300. If we follow the link for service packs, there is no file to download in order to upgrade from 11207
How can i follow the requested features
Dear Team , Good Day , Please note that we have requested some new features where we got feature numbers and we dont know how we can follow it or priorities it , we are looking to have a portal where features is mentioned and prioritization is based
[Term of the Day]: Password Sniffer
Term of the Day "Password Sniffer" What is Password Sniffer? A password sniffer is a small program used by hackers to steal usernames and passwords simply by listening to all incoming and outgoing network traffic and records any instance of a data
Minor Modifications to Change Approvals V3 REST API Format
Dear Customers, As part of the enhancements in Approvals features in the product, we are making minor changes to the Change Approvals REST API format. This will impact the operations to be performed via API. For the same reason, JSON input formats for
Blank column heading "Approval Status"
Hi all, Just a quick note - I'm using 9.3 Build 9326. I've added the "Approval Status" column in using the "Add / Remove Columns" button However, while it does display the status of the request (in the example below, it's Pending) the title of the column is Blank. Is this a known bug in this version? Has it been, or is due to be fixed in a later version?
Additional fields in the projects section
Hi, I want to add an additional field in the projects section and in details tab for each project that shows difference between Actual Hours and Estimated Hours. I will also add another additional field that applies a numeric formula to the previous additional
[Term of the Day]: Cryptocurrency
Term of the Day “Cryptocurrency” Definition — What is Cryptocurrency? A cryptocurrency is a new form of digital or virtual money. Cryptocurrency has become a global phenomenon in recent years, although much is still to be learned about this evolving
[SDF - 88209 ] ZIA Automated Approval Action emails - Modifying
Is there a place to modify the emails an Approver receives when emailing in their Approval vs clicking the Approval Link? Currently the message that is sent back is fairly bland. Using your response to the approval email, the application updated your approval to Approve. For more information, please log in to the application. This is an automated message. Please do not reply to this email. Just looking for a way to reword and even add thinks like, title, requester, etc.
Query report usage reply template and resolution template
Hi, Is it possible to run a query report on "Reply templates" and "Resolution Templates" usage? I've only been able to find the option to see the usage for "Request Templates". Thanks
Requester acknowledge receipt of equipment
Hello, As of today, service desk plus does not offer any means for the requester to acknowledge receipt of an equipment. Use Case: A requester requests an equipment through a service request. Let us say the template is request a laptop. The requester
user and password text box not showing in login page
I recently upgrade service desk to versión 11207 and the text box for user and password are not showing. login.html file is exactly the same as default.html under folder [servicedesk]\custom\login\ both files have the same div info: <div class="loginform"
Duplicate Tickets
Hi. We are not a user of ManageEngine but one of our customers are. We are having an issue where their system is generating a number of duplicate tickets on our system and no doubt it is on their too. What is happening is that they generate a new support
[Term of the Day]: Zero Touch Provisioning
Term of the Day "ZTP" What is Zero Touch Provisioning? Zero Touch Provisioning (ZTP) is a method of setting up devices automatically without any manual intervention. ZTP switch is a feature of network hardware and applications that allows for the
Introducing advanced analytics for ServiceDesk Plus' user surveys
Hey there! We are excited to announce the release of Analytics Plus build 4760, which offers support for analytics on ServiceDesk Plus' user surveys . Existing Analytics Plus users can click here for instructions on upgrading to the latest version.
[Term of the Day]:Framework
Term of the Day “Framework” Definition — What is a framework? A Framework is a platform for developing software applications. It provides a foundation on which software developers can build programs for a specific platform. Each framework is based
Can SDP invoke to call external aplication API
Hi I have a requirement to integrate SDP to other application in my company. The Scenario is when support person closed the ticket in SDP, then SDP need to send ticket information immediately (ticket number and closed time) to external Application. Which
UPN based login for SAML
Hi, In version 11200, the UPN-based login is now supported for SAML authentication (SDF-90182) has been added. How can it be used? What are advantages over the previous method for setting up SAML? Thanks.
Is there a way to monitor the mail fetching process?
We found our mail fetching stopped this morning. Our data ops group asked if there was a way to monitor the mail fetching service. We didn't see a windows service related to mail fetching itself, so assume it must an internal process. Is there a way to
Task Scheduled end time
Hi Can you please make Scheduled End Time viewable on the My Tasks section of the homepage?
Any real-time ServiceDesk Plus 11300 feedback?
Hello Folks - Does anyone have any feedback on the latest 11300 version? We unfortunately only have a Production environment so waiting to hear feedback from other users before installing. Thank you!
Tasks in the projects section
Hi, In the Projects section and in the task tab, I want to create three tasks named task1, task2, and task3 so that all three tasks are closed at first. When task1 is in Resolved status, task2 will be in open status automatically. Also, whenever task1
[Term of the Day]: Chaos Engineering
Term of the Day "Chaos Engineering" What is Chaos Engineering? Chaos engineering is a practice that helps developers to identify vulnerabilities of a software system by introducing disruptive events, such as server outages or API throttling. Put simply,
Add Attachment trough API
Hi. We have very small expertise with API scripting, but we are trying to learn as much as possible in order to provide some options to our SDP customers. I wonder if you can help us with the next couple of questions: We want to close a ticket, adding
Field and Form Rules does not work when using SITE and Custom Script
Hello - I am on the latest SDP version I have been having lots of issues with the Field and Form Rules with no resolution from SDP. I did some more digging this morning and I believe i know why it's not working, but unable to understand why. If I add
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