reports time worked
Hello. We want to try this product. But there is a question. I have 4 specialists who work from 9 to 18. Every day from 18 to 9 and on weekends, one of them is on duty. While on duty, he receives requests manually and resolves them. But the time spent
Technician Cannot change status ticket Request or Incident when Ticket is already Closed
Can you guys give us solution, when a ticket status is closed, all technician cannot change the status into Reopen, Inprogress or Resolved and only admin can change the ticket status, the requestor has to create new ticket if the is already closed In
Report needed - Tickets submitted by NON-TECHNICAN users
I need to be able to easily pull reports on how many tickets are submitted from end users via the self-service portal as opposed to by technicians. We have around 80 techs so manually creating this is tedious. I was very surprised that this wasn't already
How can we make Resolution Attachment Section Mandatory while resolving the Incident Request?
Dear All, We've created a new Incident Request Template which will be used only to raise Major Incidents Requests (i.e., P1 Priorities) which will only be raised by the Technicians. Now, we've an audit requirements to mandate the attachments on the Resolution
Business Rules Notifications
We have several business rules where we use notification to send out messages. Most of these were created with older versions of SDP and it was easy to setup the notification. We are currently on 11.305 and I am having trouble finding where to insert
Scheduled CSV IT Asset Import
Hello all, Is there any way to schedule a CSV import file? I'd like to import a daily inventory of our IT assets coming from different sources such as Vsphere, Commvault, etc (it would be separate files). I would also like to do the same for the relationships.
Can't update worklog (Change/Task) additional field via API
Hi, Team, I'm trying to update a worklog additional field via API but it seems that it is not working. I saw that there was an issue that was detected 5 years ago and it also had an issue ID: SD-69133. (https://pitstop.manageengine.com/portal/en/community/topic/how-to-update-user-defined-field-in-worklog-via-rest-api-powershell)
How to add to request field containing list of departments
I want to create request to create user in AD and one of the fields should be with new user department attribute (pickup list) but I cannot populate values from departments table. It would be perfect to notify manager of that department about that request
Make Survey Reports visible to all Technicians
Hi It would be nice if we could show the Survey Reports window to all Technicians or at least the team leads without having to grant full admin access. I can't see any way to access this window without also having SDAdmin role. Maybe an additional default
How do I clear out my registered Assets and start over?
Deleting 100 at a time takes forever... Previously we used the Agent-scanner but that was turned off several years ago and now I've recently activated the SCCM scanner. Now I want to clear out ALL items not present in the latest scan from SCCM, all other
Activate automatic ticket closure without notification
In our environment, it is necessary to send a single notification to the technician, requester and the person e-mail id(s) to notify, for this we create custom trigger and deactivate the notifications that the tool gives us by default. Unfortunately we
Authentication Page
Where can I translate Authentication Page? I cannot find translate string for it.
Delete user on REST API documentation page fails
Hi, Team, I'm trying to manage users from a Powershell script. As it returns a permission error using an API key of the administrator (OrgAdmin and SDAdmin roles), I tried on the REST API documentation page and it has the same return: { "response_status":
Asset Reporting on Relationships
Hello SDP community, I'd like to create a report query on our scanned software and include the workstation on which it's installed. Would you be able to share a query example? I currently used version: 14.2 Build 14200 Thanks in advance for your support.
Add worklog Instantly
Hi Is it possible to create another worklog on the same worklog page without closing it after save the pervious worklog? (for increase speed to entry Description worklog)
Service Desk Plus Professional with Project Management Module
Good day all, we are on Service Desk Plus Professional 8.2.0 Build 8212. Where can we find/download/add/buy (or whatever is needed to do) the project management module? we are interested in Thanks
[Free e-book] 5 tips to avoid common IT budgeting pitfalls
Hello there, The path to creating an accurate and effective IT budget is fraught with various pitfalls that often go unnoticed. While there are several blueprints for creating effective IT budgets, these often fail to account for the common mistakes that
Query Report for All Assets
Hello, My Name is Eng. Emad, from National Guard Health Affairs King Abdullaziz Hospital Our Domain : kamc-hs Please see the attachment. Would you please help me with the Query Report for All Assets illustrating the following: Asset Product Type Asset
Data Approvals that are by dollar amount
Hello, I am very new to this application. We use this service for ITS however, our organization would like to expand to the finance department for Contingency Capital expenditure approval and status. Currently, the first check before a manager approval
List view, date based fields
Hello, would like to know if others support more widely using floating date options (Last 14 days, Next 14 days) anywhere you can set a date with a calendar widget. In a list view for example, last update or due by has to be a fixed date. This is very
Approval Stages
Hello, I have a query about how Approvals are supposed to work. A technician submits the request for Approval to Person A (2nd Line). This shows as Pending Approval under Stage One - Approval details. Once that person reviews and approves, I would like them to do a second stage Approval to Person B (Manager). I thought this would be a case of using the Add button on the Approval page. However not only does this not change the status back to Pending Approval, but the only way the manager can get
Version 14610 - disable addition of emails as conversations
HI i see there is now the feature called "disable addition of emails as conversations". Does this address this issue: https://pitstop.manageengine.com/portal/en/community/topic/replying-to-conversation-subject-does-not-update If not can you elaborate
How can we make the Note Mandatory if we set the Status to Onhold?
Dear All, How can we make the Note Mandatory for the Technicians if we are setting the Status to Onhold? Regards, Wajahath Farooq
How can we Populate "Reporting To Email ID" & "User Additional Field" based on the User Selected Name?
A particular Service Request template has 4 (four) additional fields "UserList", "Department name", "Company", and "Reporting To Email ID". When users submit a ticket with this specific template, while typing the name (on the user name additional field
Change Success Rate
Is there a query available to calculate change success rate? Total # of complete changes (per month, per year) / Total # of successful changes (change closure code)
"You are missing out on advanced security configurations"
Does anyone know how to get rid of the "You are missing out on advanced security configurations" banner with the orange "Know more" button? Our organization has only 2 technicians (me and my part-time technician) so we don't need to set ALL the security
Get all changes associated to a release?
Anyone know what API call and element is needed to get all associated changes to a release? Every time I try /v3/releases/{release-id} I get NULL for associated changes, tickets and projects even though there are associations to them.
Preventive Maintenance Tasks - running at SLA hours/operational hours
Hi, Team, It would be great if someone could configure preventive maintenance tasks to run only during operational hours (without weekends or holidays) - like on business rules, custom triggers or request timer actions, for instance. It also could have
How to implement a user's request to withdraw modifications before submitting
你好 目前，用户提交的请求只能由拒绝删除的管理员或审批者返回。有没有办法让用户自行收回它们。 SDP版本 : 11.1 构建号 11112
Approval Report
Dear Team, Thank you for the support. We have been using ME SD Plus in our organization for Service Management and leveraging workflow features to develop some automation for Business and it is working well. However, one of the limitations of the system
Filter ticket's by createdate < 90 to current
Good Afternoon, I would like a way to filter tickets based on the ticket creation date < 90 to current. Is there a way to put a formula into the filter to address this?
Problem with webhook module
Hello! There was a problem with sending webhooks; at one point they stopped working, although I had sent requests before and everything was executed correctly. There were no changes to the webhook system version: 14.5
Confusion regarding database migration
Hello, Our ServiceDesk Plus (on-premises) installation is currently in the process of dying. Features break permanently each passning month, database entries get corrupted, backups fail for unknown reasons. Installing new service packs only made it worse,
Endpoint Central integration with ServiceDesk Plus - Generate Ticket with Inventory Alert
I've been playing with the ticket generation system trying to get it to work for our needs, and upon editing the API key in the Endpoint Central console, all generated tickets are suddenly full of 'null' values and trashing themselves upon generation.
[Free webinar] 5 strategies to avoid service desk technician burnout
Hello there, Experiencing declining productivity and efficiency? Your solution may not lie in enhancing technician skillsets, but in tackling the underlying signs of technician burnout. Our latest webinar walks you through effective solutions to identify,
Same request, unable to generate new ticket
我的 SDP 与 OPM 关联，OPM 告警将在 SDP 请求中生成工单。但是，已经发现，如果工作订单状态为“已解决”，则重复的警报将在上一个工作订单中注释，而不是生成新的警报
Link to Service Category
How do I create a link on the portal homepage to one Service Category and not just the whole catalog. I have a need to make one category have a direct link, to make it easier for the end user to always have a quick access to the requests in that cat
Append Name Field to Subject Line
I am trying to execute a script on a template in the 'Field and Form' rules to get a variable and append it to the subject line. I have an onboarding form/template where the HR team will input the username in the form. I am trying to get that name and
How can we populate User (Requester) "Reporting To (Full Name)" & "Reporting to E-mail Address" on Request Additional Fields?
How can we populate User (Requester) "Reporting To (Full Name)" & "Reporting to E-mail Address" on Request Additional Fields?
How to make the Text of the Description Red through FAFR Execute Scripts?
We are auto. populating the Description of the request through FAFR Execute Scripts. We would like to know that, how can we make the Text variable in Red?
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