Surveys are only sent if there is no acknowledgement from the user
Hi, Team, After implementing a couple of surveys on a customer of mine, configured for all Closed incident or service requests with no criteria or exclusion (only Disable survey when technicians are requesters), it happens that the survey is only sent
Generating Report
Hello I need some assistance on how to get a detailed report for the following "% of the total incident tickets that met our SLOs opened" is there a canned report that I can use for this total and I can export and create the pivot tables to get the percentages?
confused how to add roles within Service Desk Plus
Hello I'm confused as to how roles are assigned within Service Desk Plus. I have created a test role under Roles but this does not appear under assign roles options within user admin. Instead I just see Organization Roles. I want to be able to create
E-mail command don't work with same accout used has email configuration
Hi everyone, I setup my e-mail command to change the requester with a field. When I use my own adress e-mail and I send an e-mail that work good, he change the requester. When I send an e-mail with the adresse it@servicedesk to it@servicedesk ( the same
Unlock Administrator Account
Hi, I installed SDP and change default administrator account password. After 3 try, I see this error: ``` Your Account has been locked. Please contact your administrator or try later ``` I use SDP 9422 with MSSQL 2005. How to unlock administrator account? What should I do?+
Upgrade to
I have tried to upgrade servicedesk plus from 10.0 Build 10019 to 10.5 Build 10500 on Linux. At 6% progress I receive the error below. I have rebooted and checked for any update on my system. Upgrading bundled JRE Extracting new jre zip. 6% Completed [/]Unexpected Error. Please click View Log>> for more details My linux system information is: Distributor ID: Ubuntu Description: Ubuntu 18.04.2 LTS Release: 18.04 Codename: bionic Upgrade log files provides the the
Restrict ticket creation based on a date
Is there a script available to restrict users submitting a ticket that is less than 30 days away from a date field? Requirement: travel request forms must be submitted 30 days prior to an user's travel date. If they attempt to create a ticket, and the
Custom Function Deluge code to make an API call from the ServiceDesk Plus server.
Hello everybody, We have a requirement to call an API from ServiceDesk Plus to a 3rd party application in order to update the request data in the 3rd party application. To initiate the API call, we generate a dynamic Bearer token, which is not static.
New-Icon for unanswered mentions
We would like to have an icon in the menu bar (e.g.) envelope in which a number with the amount of personal unanswered mentions can be seen. After clicking on this icon, a list of tickets that affect this should appear and you should be able to open the
Custom Actions visible in requests form - how to it turn off?
Please advice me with ServiceDesk Plus 11.3 forms In my forms we have the field Custom Actions visible at the head, which was not until last week. We expect to have Edit, Assign, Actions, Reply and Time visible only at the head of a requests form. Any
"Consumables" missing from ServiceDesk Assets
I created several categories of consumables and assigned several assets as consumables. None of them are accessible because the consumables tab does not appear in the Asset tab of ServiceDesk. The search bar also does not show them, and they can't be
Insert link feature
Good day, I would like to know if it is possible to use the insert link feature in service desk as a internal url. For example \\servername\Network\mynetwork.xlsx I see that the insert link works for internet links www.google.com for example but not for
Servicenow integration with servicedesk
Due to Servicenow integration with servicedesk on this guide ServiceNow Integration (manageengine.com) Please say is it possible to pass notes and reply ? In other words, can conversations and notes be created on both sides?
Manage Engine | VIP Mitglieder definieren
Ziel ist der Import einer Sicherheitsgruppe aus dem Active Directory, welche dann die VIP-User definiert.
masterproject with underproject
we like to collect some project to a masterproject for example firewall-project server-project clients-project -> collect it-infrastructure
Updating Task Scheduled End Time
Hello, Set due by time in a request with value from a date time additional field - Deluge (manageengine.com) worked perfectly, but I noticed Tasks use Scheduled End Time instead of Due by Time. Can anyone assist, if its possible? Thanks in advance,
[SDF-94388] Mandate Request Closure Code for resolve request
Hi, How to mandate Request Closure Code before close or resolve request. I want to check the success rate of requests. What should I do? If there isn't feature, please add this feature in future release. Thanks for helping
the poor editor for solutions
we need more options in the editor for solutions for example - arrows, checkboxes and so on... may it is possible to have these features at every postiton with descriptions..
Add the *.wdl link-files to the system
we use the software winyard (dms) and this product use the wdl fileformat to get links in the dms database. we like to use these file to link informations from ticketsystem to the dms
headlines are cutted in different ways
in our system the headlines are cutted in different ways. we don`t no why beacause it is enough space for many more letters...
Unrelated tasks were assigned
Dear ServiceDesk Plus support team, Hello! This is Yoonseo Park who is a technical staff in Telemant Corporation in Seoul. Tasks So, I had a problem in that I got many unrelated tasks this afternoon suddenly at a time in my ServiceDesk Plus request section.
Multiple instances or just one instance with everything feeding into it
HI, Im setting up a new service desk for IT, and am looking for some advice. setting this up so far has been fine, we have Incident and Service requests etc configured. i have now been add to do the same for HR, Finance, Health and Safety, and Facilities.....
Reply Template customizations
Current System: SDP On Prem v14.504 We would like to be able to do a couple of different things with Reply templates. 1) Reply templates for Requesters instead of Technicians. For instance, if the person is not a Technician, they have a different template(s).
What does 'awaiting updates' reference in My Request Summary widget
One of the self-service widgets of the requester portal features the below widget. With testing or searching the user guide however I can't work out what 'awaiting updates' is counting. Its not the request status 'with customer' which would make sense.
Is there a way to have ServiceDesk Plus stop bugging us about certain "advanced security configurations."?
I understand this is meant to be helpful, but a handful of the things it would seem ManageEngine/ServiceDesk Plus think should be changed/enabled are set or left set the way they are for a reason, and having it keep putting that message at the top of
Error occurred while adding history details
Hello. Whenever we handle a ticket, assign to a technician, update status, suspend the ticket, we get this popup "Error occurred while adding history details". No history whatsoever is saved in the "history" tab, regarding all activities about tickets.
Creating Form Rule to add specific field to Subject line
Hello all, I am looking to have the field I created "New Hire Name" generate on the subject line once the service request has been made. For example we would like it to look like this " New Hire Request - Test User". I do not code so I am lost in creating
Feature Request: Include variables within Task Module
I did a search and found other requests that I think were looking for a similar solution to this - but none pinpointed exactly what I think others were asking for so I will try to explain here. We have a new hire request template - within this template we have tasks which are set to populate depending on the job title selected by the hiring manager. Different titles will select or un-select different tasks which will then trigger or assign themselves to the appropriate administrators so that accounts
Domain switch
Hello, We have the manage engine product on a domain that we will be retiring as we transition to a new domain. We would like to know what guides or documents manage engine has on this as the host servers responsible for this will either transition to
Trash not emptying every 24 hours
Hello, We noticed when creating some reports that tickets are sitting in the trash, and not being removed. We had about ~10 tickets in here over a number of months. We are able to delete them manually without issue, but we rarely check the trash, and
Lacking information when trying to find (Change) Requesters
More often than not, Requester lists only show peoples names. I don't know about where you live but here it's quite common that people have the exact same name and are different people. OR it's the same person but different accounts (Staff + Student).
SDP doesn't fill 'Domain Name' in user's details during LDAP import
Hello, I'm trying to make a Linux version of SDP work in test environment, with no luck for now. Set up LDAP import from AD server, test user appeared in 'Users', seems ok. But user profile is missing 'Domain Name', so SAML authentication doesn't work.
Custome reports not yielding all of the tickets in time range.
After running custom report for tickets in the last two years, I am unable to see any tickets after 2022. Why I am missing this data and where do i go to resolve this issue?
Critical : Error while invoking backup
Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance to fix the below error and forward this E-Mail and support file(s) to servicedeskplus-support@manageengine.com
Exclude Deleted Requests from Pending Requests Report
Hello, I have a custom report that groups pending requests into age bands. Over time, we have noticed that the "Total Pending Requests" is somewhat higher than the real total. Having simplified the query, the reason is that Deleted Requests are included
[API] How do I get all available values from a pick list udf_field?
I'm trying to use the API to get a list of all values in our custom udf_fields, but I can't figure out how to use it as it's not documented anywhere. I've tried guessing at a /api/v3/udf_fields endoint, and I think I'm on the right track as it's not telling
disables management access (Admin User) in Service Desk Plus
Is
managerengine disables management access (Admin User) in Service Desk Plus two months before the license expires, right?!!!
best option for service desk
HI did you go with multiple instances of Service desk, where you had an instance for HR,Finance , IT etc or did you go for 1 instance, and have HR, Finance and IT all working under the one instance? Curious to see how you have it set up. thanks.
Approval UI is confusing for end-user
I have SDF-112141 regarding the confusing UI for approval, but I can't tell if it's being implemented or not. Our users have a hard time with Approvals since they can’t figure out why the Approve or Reject button doesn’t work Everywhere else in the application
How to automatically create multiple child requests from a parent request with a configurable JSON file (V3)
I encountered this problem when using add file Copying parent UDF fields, Resource Information and parent attachments
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