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
[SD-96340] Problem In Image Preview for Attached Images
hi friends. In a RTL Language like Arabic, when i Want to see preview of images in attachments, The image is not displayed in the center of the screen. My SDP Version: 11203 there is same issue in 11206 or 11144 or lower versions.
Unable to Perform Non-IT Asset Import
So when we try to perform a NON-IT Asset Import, we receive an error. (Seen Below) We just updated to 11205, and testing it again on 11207. Same issue on both versions. These are the same steps/settings I've used for the last 3 years. Now, if I change
Changing font size using page script
Hello I would like to change the font size of the entire helpdesk UI application basically to make it bigger I am told that there is no setting to do that but I might be able to do it using page scripts if it is indeed possible can you tell me how p
Office 365 settings not working for my organisation
Hi guys, Please help me setup the outgoing email server correctly. Since we moved to 365 is not sending any notifications when a ticket is created.
[Term of the Day]:Bloatware
Term of the Day “Bloatware” Definition — What is a Bloatware? Bloatware is also known as Junkware and Crapware, it is usually found in new smartphones or computers. When purchasing a new computer, you assume it to be clean and start-up fast and
Create and manage tickets based on subject line
Hi, Is it possible to manage tickets by the subject line and not use the ticket number? Thanks James
How to disable all invite mails
Hello, How do I disable every outgoing invite mail. This goes from users withing our domain aswell as external users. Regards,
Prevent service request from being closed if it has a pending approval
We are using SDP 11205. We have created some service request templates which have a single stage approval set up in the workflow. However, we have found the request can be closed without the approval being approved (regardless if approval status it "to
[Term of the Day]: MIPS
Term of the Day "MIPS" What is MIPS? MIPS, short for million instructions per second refers to the approximate measure of a computer's raw speed and processing power. This measures roughly the number of machine instructions that a computer can execute
ManageEngine Analytics Plus (On Premise) Issue I can't Sync?
FAILURE :Could not update the configuration settings as an exception while saving the Advanced Analytics Configuration Details. Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which
[QUIZ- 3]: Customizations on Self Service Portal
We are excited to bring our quiz activity for the recently held virtual meetup session on Customizing Self Service Portal. You can check out the session's recording and take the quiz to brush up on the topics covered. Here is the activity for the Free
Query for below mentioned report
All Tickets(Service Request & Incident) from 1-jan-2017 to 3-June-2021 Required field: Request ID, created time, Technician
[Community Digest] ServiceDesk Plus - June 2021
Here is the monthly rewind for June 2021! Version and Build releases: · 11205 (Released on 01 June, 2021) · 11206 (Released on 23 June, 2021) · 11207 (Released on 25 June, 2021) · 11300 (Released on 28 June, 2021) Check our ReadME article for
Mandatory suggestion in survey form
Hi How to mandatory suggestion field in survey form. Thanks
Help with understanding "escalation"
Hi, In SDP, there are SLA escalations, and also an "IsEscalated" yes/no field. I also know that an "escalation" may be when a junior technician needs to pass the ticket to a senior technician. Is the IsEscalated field just linked to SLA escalations,
ESM Planning - Department Planning Template
Hi All, Possible cheeky query for the customers that have/started to implement ESM in their company. Any one have a basic template to kick off planning sessions with each departments? If so what kind of questions did you ask? I know what I need to plan
I NEED REINSTALL SDP 11010
Hello, I need to reinstall SDP in version 11010, my backup is in that version and I lost my server on premiss, someone can you help me to download it.
Need to delete all users
Hello, Fresh build, did an AD import and it's pulled through all users as well as a whole bunch of garbage that I now need to redo, however I can only delete 100 users at a time. Is there some way to delete them all at once as 100 at a time is going to
Field and format changes of Solution V3 API
Hello Users, We have made some changes to the format and field names in the Solution V3 API (URLs starting with /api/v3/solutions) effective from version 11200. We recommend incorporating the changes as early as possible. The support for the existing
[Term of the Day]:Chargeback
Term of the Day “Chargeback” Definition — What is a chargeback? A Chargeback also called a payment dispute is the act of a customer filing for the return of their funds directly with the bank. When a buyer makes a purchase, they pay the required
The default Custom Function (Custom mail notification from request) NOT working
Hi - There seems to be lots of issue going on with the Custom Script and Custom Functions in SDP lately. I'm trying to use the "default" send email notification Custom Function but I keep getting the following error: "Error at line : 17, Function specified
Can't transfer SDP to new server
We want to transfer SDP 1. Now, we have SDP standart 11.2/11207 free version with database postgresql. Stoped service ManageEngine ServiceDesk Plus in services.msc, do a manually backup from cmd (administrator) - C:\Program Files\ManageEngine\ServiceDesk\bin>backUpData.bat
[Term of the Day]: Fork Bomb
Term of the Day "Fork Bomb" What is Fork Bomb? Fork bomb, also known as rabbit bomb or wabbit is a program that harms a system by making it run out of memory. A fork is a recursive bash function in Unix and Linux systems that is used to generate a
Changes Widget for Technician's Homepage
I would like to create a custom widget for the Technician's homepage for Changes. I tried to use a link from the Changes tab with the Open changes visible, but it did not give the expected results. Even something like the Mini Calendar from the Change
Weekly Technician Reports
Hello, We would like to create a report that shows the following data from the prior week. We would also like to only see Techs assigned to the Service Desk support group. Please see table below for layout Edit: We decided No. of tickets reopened
Closure: Comments & Request Closure Comments
Folks, I have another usability question for the group: When a technician closes a request on behalf of a user (which, for now, is always the case for my team since we haven't introduced self-service), we are presented with two comments fields: Comments, and Request Closure Comments. From what I can tell (although I could be wrong), Comments The comments field is not viewable in the ticket itself (either to the tech or the requester), but it will display in the History tab and shows up in
[Reports] Time elapsed on open tickets?
I'd like to set up an average age of open tickets report but the time elapsed column seems to only work for tickets with a closed status. For open tickets it just returns 00:00:00. Is there a way to do this through the GUI or do I need to figure out custom code for this? Thanks!
[SDF-31182] Roles Permission for technician
A role with the name of "IT analyst" is assigned to a technician in SDP. This role should be able to pickup tickets for himself but he should not be able to assign tickets to other technicians. However, when the permission of assign technician is removed
[Term of the Day]:Critical Success Factor
Term of the Day “Critical Success Factor” Definition — What is CSF? Critical Success Factor (CSF) is a management term, also known as Key Success Factors or Key Result Areas. The term "CSF" was initially used in the world of data analysis and business
[Tips & Tricks] Disable access to assign tickets to other technicians
There could be a lot of reasons that you'd want your technicians to have access to pickup requests but not to assign requests to other technicians. In ServiceDesk Plus, the pickup and assign requests permissions are linked in such a way that you either
User acknowledge for Assigned Workstation/Asset
Hi, We currently capture all our workstations and other IT assets in IT Online. We do have a manual process of having user acknowledge whenever they've been assigned IT equipment. We would like to bring this process online into SDP. Any idea how? Support
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