Automate FCR
Team, is it possible to automate FCR option on requests? For example - if request is closed without any kind of interaction with requestor (request do not include reply/response, or notes - only have Resolution added), to automatically mark FCR option
Roles for general users
Is there a way to alter or add a role to a general user, not just a technician? I have an HR person for example that would need to review the entries and add to a ticket that they do not specifically own. I altered settings so she can at least look up
Tagging Support Groups [SDF-104168]
Hi, Is there any update on when this feature might be implemented, as per last year's discussion here? It would be really useful to have this ability, to speed up our workflow. Thanks in anticipation 😊
Notify requester when a task status changes
Is there an easy way to notify a requester when a task status is changed in an open ticket.
Clicking an announcement in the Bell locks the GUI (15.2 Build 15240)
When someone does an announcement and we use the bell to access that announcement. The Notifications window looses it's X to close icon and the Announcement is shown greyed out. No input is going to the announcement window so that can't be closed and
RFC 2045 inline images
Hello! We found a problem when you write an email from SeviceDesk and insert an image into the body, it is not displayed on some mail servers because the Content-ID tag is not enclosed in "< and >" According to RFC 2045, the Content-ID header must be
Maximum Attachmentsize doens't follow setting (15.2 Build 15240)
__errormail__ : Mail has been moved to error folder due to an exception Caused by : Mail size 31493839 exceeds the maximum allowed size of 31457280 bytes. 31457280 = 30 MB That was our previous value, but we raised it to 45 and restarted the service.
Workflow executes transition on each update of the ticket
The Status Waiting for Requester is an OnHold status and transitions through "Resume Work" to the Open status. The "Resume Work" makes a check, if the Technician is empty, it sets it to Logged in user The trouble we're now having is that if the Requester
API Documentation for On Premesis contains no url for get all subcategories or get all items
API Documentation for On Premesis servicedesk plus contains no url for get all subcategories or get all items. Pressing 'Try Now' button will always result in a pop up with an 'undefined' error.
Report - How many days open by month
Hi How can I show how many days requests have been open by support group by month?
Migrating from ZOHO Projects to SDP
Hi All - I know we have the Import Requests feature in SDP, but if we're migrating ZOHO Projects data into SDP, is there a better way? The problem with the Import feature is it doe snot allow conversations/history and all that detail. Or is the Import
Update error from 15140 to 15200 postgresql
Hi during update from version 15140 to 15200 (as in topic) I get error. Full output from update process is listed below. Is someone get similar error and know how to resolve issue ? ------------------------------------------------------------- Going to
Timer Action problem
Hello dear colleagues, Yesterday we upgraded the version from 15100 to 15200, after which new requests stopped being generated via timer action. For example, if we configure a template request to be created one minute after a specific event (using “Create
Phone support issues - again
Not sure what has happened to phone support. But it used to be if you had an issue you could call support and a technician would answer and provide you with support. Now you get placed in a long queue where no one answers and then sent to VM. Chat doesn't
Just so everyone knows the phone / remote in support model has changed. Make sure you are prepared.
This is not your fault Dinesh - you are great at your job! I very much appreciate all the help you provide for me and all of us here. Everyone should be aware of the change - for example - the next update causes an issue for you that you can't fix and
Name Field in request template
Is there any way to duplicate the function of the name field in a request template to look up a person's information? I am creating an off-boarding request, I would like a way, if possible, to look up an employee from the list, and perhaps fill in a few
Is there a way to add an attachment to a reply template?
Would like to add an attachment to a reply template, so the technician can just use the reply and not have to attach the file (template) we need the end user to fill out and return.
Issue with custom function
Hello. I am trying to use a script that changes status when a technician replies to a request. I am using the scripts on this discussion https://pitstop.manageengine.com/portal/en/kb/articles/update-request-status-upon-receiving-a-new-reply-11-10-2023#:~:text=Use%20case:,to%20%22On%2DHold%22.
Need a report with category, subcategory, alert types by support group
Hi Need a report with alert types, category, subcategory by support group. Cant seem to find or make it myself.. I need the report to list all the available cats and sub cats by group but the same as they are on the template This gets me close but needs
Request status times report
I was asked to set up a report that shows the amount of time that a ticket was in each status. Open: How long was the ticket Open until it was set to "In Progress" In Progress: How long was the ticket In Progress until it was set to "Resolved/closed"
Shipping Label
We occasionally have need for users to ship their devices to our Head Office for repair. We ask users to add our ticket id to the outside of the package, but they rarely do, is there a way that we can generate a document that they can print and use as
Recieving an answer from another Service Desk creates a new ticket
Hello, As I mentioned in the title, we have Service Desk plus and another client has implemented it too. The issue we are having is that when they answer though email to the ticket created by us, it ends up creating a new ticket. Not just that but when
Masterclass 2025 AMA episode: Submit your questions now!
Hi everyone, We're excited to announce that our fifth episode of Masterclass 2025 will be an ask me anything (AMA) episode where our product experts will answer your questions on June 26, 2025 at 11am BST/CDT/PDT and 3pm AEST. We are thrilled to have
Report - Tickets older than X time and tickets with no replies
Good afternoon friends, Our COO asked we devise separate reports which will show him two things. 1. Any open/assigned/unassigned tickets which are older than 10 days 2. Any tickets that are open/assigned/unassigned that have no response. I'm fairly certain
How do I delete all users from Deleted Users?
I've been on a cleaning streak and now I have about 160 000 users in Deleted Users. How do I delete them permanently?
Please consolidate the Workflow Teams
It feels like the Workflow Teams for Change and Incident are separate, first we had Change Workflows that where better than Life Cycle, now we have Request Workflows that generally are better than the Change Workflows but is lacking in some areas Change
Set Note or Reply as Resolution
Hi, I've done a quick search and haven't seen this elsewhere. I think it would be useful to add a facility to mark a Note or Reply to a Request as the Resolution to the request. This would reduce the amount of double entries for bespoke resolutions that are not yet available as a Solution. Thanks, Rory
Disable 'Added via references header.'
Hi, Is there a way to disable emails appending as conversation replies when they don't have the request ID in the email subject? I want to keep the "Added via Request ID in email subject.", but when the request ID is removed from the subject, I want that
EWS to Microsoft Graph Configuration - Mail Server Settings
As part of our continued effort to maintain secure and fully supported integrations, we are planning to migrate our ServiceDesk Plus (SDP) mail server configurations from Exchange Web Services (EWS) to Microsoft Graph API. Microsoft has stopped providing
API Integration Key enhancements
Dear all, We are happy to share another set of features and enhancements for integration key which has been planned for the release. As you may already know, the integration key is primarily used as an API key to allow external applications or custom
Add undo to text tools
Adding an undo to the text tools would be really nice.
Contract Management Enhancements!
ServiceDesk Plus has been upgraded for several years and several versions, but the contract management department is still weak, inefficient, and poor. I would like to propose several enhancements to improve the Contract Management module: * Improved
Add or hide additional fields in tasks
Seems like additional fields have recently been added to tasks, which is great! The problem is that these fields show up on every task, regardless of the task template used. I would like to either add an additional field to a specific task, or hide the
Trigger Python Script From Request Workflow
Hi, I have a python script that I need to run at a specific point in the workflow logic, I know that I can trigger Deluge Scripts as a part of the logic, but I don't know if I can do everything the python script does with Deluge, is there any way I can
Email command shortcuts
Hi, Is there a way to add aliases or shortcuts for the email commands? Eg. Is it possible to have the command: @@OPERATION=AddRequest@@ have an alias of: @@NEW@@
Technician as SDadmin cannot see the admin menu
Hello, We would like to have your help with this issue please, in fact, we have a new technician who joined Servicedesk Plus, the problem is that we have already assigned a role to the SDadmin technician but the technician does not see the admin menu.
Data achieving not achieving some tickets in a closed status
Hi, We have recently turned on data achieving in our instances, however some of our completed tickets are not being archived. Example of a ticket that has not archived. example of a ticket that has archived.
Unable to split conversation replies to a new ticket when the reply is from a technician
Build 15150 Hi, We have thousands of external customers, and sometimes they might (for some strange reasons) decide to reply directly to a technician's email, rather than to the ServiceDesk email. The technician will then forward that reply to our ServiceDesk
Filter Task Statuses?
Hi Is there no way to filter task statuses?
Add tasks to emailed tickets based on subject?
Hello. I am using ManageEngine ServiceDesk Plus 15.2. I know how to add a service request with tasks. I know how to add new tasks. But we have termination tickets that come in as emails instead of as a service request because sometimes we need to fire
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