Notification bell no longer shows new notifications and the request under the notification bell doesn't link to the request.
After updating to 14.6 Notification bell no longer indicates a new notification if you click on the bell and then click on the request under the notification bell it doesn't link to the request anymore it goes to the Home tab instead. Before you also
Users duplicated after migrating from AD to LDAP (linux)
Hello, I installed SDP linux version in test environment and restored backup of prod, as described in this article: https://pitstop.manageengine.com/portal/en/kb/articles/migration-from-windows-to-linux-server Authentication is SAML, so it works fine.
Any way to implement a request view for just externally logged tickets?
Ideally, we would like to be able to separate tickets that are logged externally versus our employees easily. When creating a custom view the 'Requester' field only contains the below You can only specify if it is or isn't a specific user. It would be
Worklog description field truncated
Hi there, We have upgraded to ServiceDeskPlus v14600 from 14201. After the upgrade all worklogs descriptions are truncated when viewing the ticket. The previous version showed the full worklog description enabling easy viewing of the steps completed.
Query Report - Software List by User
Hello, We are trying to create a report that, based upon a specified user, will generate a list of software that user has access to. The Software Details query is close, but there is no way to specify what user I want a list of softwares for, it just
Integration with MS O365 to enable presence
Is there any integration between ServiceDesk and O365 that allows for presence? It would be great to be able to see if a requester is 'available' based on their O365 presence status when sending replies etc.
Project Management Module Tutorial
I'm hoping that there is some tutorials out there that I can point my managers to to leverage this feature. This feature is something we'd like to take advantage of, but we're still a relatively small company and don't have a strong project management process. Some guidance on how this tool is intended to be used would be tremendously helpful.
Automated Follow-Up Emails per group
Hi i'm just wondering if there's a way or a system in place that would allow preset emails to be automatically sent on on a per call/per group basis when there hasn't been a response from the user in a specific time frame, so this would cause a trigger
Attach checklist and asset details to email when forwarding
Ok so trialling servicedesk and we use a lot of external vendors for support. Prior to us sending it out we work the ticket and do some basic information gathering and testing, prompted by a checklist attached to the request. If we can not resolve it
Asset or title column
Hi, I'm running in to some challenges in regards to maintenance. We currently have the workcenter that is subjected to maintenance listed in the title of the maintenance and listed in the asset, but we use the subject of the maintenance to identify what
Emailing user from a Form Resource field
We have a form that our Contracts team uses for contract approvals and submissions. We have a Request LifeCycle already configured with their own stages, notifications, and statuses. Part of this lifecycle is notifying the requester and a business owner,
Monitoring First Response
Is it possible to monitor the first reponse to an issue? Our help desk targets are not only about overall resolution time, but also did we get back to the customer within 1 hour. Thanks David
Delete Logs
Hi everyone, in the servicedesk installation folder there is the logs folder (D:\ManageEngine\ServiceDesk\logs) which is currently 5.85gb large Would it be possible to delete something old to free up space?
Is it Possible to Pre-define the Task Comments while creating the Task Template?
Dear All, Is it possible to assign the Comments (pre-defined/default) while creating the Task Template, similar to the concept of creating the Service/Incident Template with a pre-defined (default) resolution? We are actually auto. populating pre-defined
How to update user defined field in worklog via REST API Powershell?
I'm integrating TFS to service desk, taking hours in TFS and creating a worklog in SD. It all work perfectly, but I need a user defined field in the worklog to be updated as well. The display name is 'TFS Task', its UDF_CHAR2 - a simple character field. My input data looks like the following. This works except for the additional field. Should I be using the display name instead of the internal worklog field name? { "operation": { "details": { "worklogs": { "worklog": {
[ESM setup users] Important announcement on mail fetching process after migrating to build 14600
Dear users, We have indentified that mail fetching schedule remains disabled post migration to build 14600, this occurs only in ESM setup and only in the default portal IT Helpdesk. Rootcause: A few unwanted schedules have been removed and disabled to
A report is not listed on Custom Schedules arguments
Hi, Team, After making a report to be used on a custom schedule, it doesn't show either on the custom schedule or the custom schedule function to test the code. There is a list of several reports but the last one I did isn't listed on the arguments list.
Same request, unable to generate new ticket
My SDP is associated with OPM, and OPM alarms will generate work orders in SDP requests. However, it has been found that if the work order status is Resolved, duplicate alarms will be annotated in the previous work order instead of generating a new
Custom query report approvers
Hi, Please provide me a query for all users with approver status User id user name(Display Name) User type(User or Technician) department Email ID Service Request Approver (yes/no) Thank you
ServiceDesk Plus in Docker?
Anyone successfully installed SDP in a Docker container? If so, can you tell me if you ran into issues, or if things were cool start to finish, etc... We're having a bit of trouble.
Solutions
I am wondering if anyone know's of any user focused solution bundles you can buy or download from anywhere? Appreciate every business is different, but the common user How To's are generally the same and it would be good to fill our solutions a bit with
API Callback
Good day! I use Servise Desk version 9.1 Tell me please, is it possible to send an REST API REQUEST (WEBHOOK) to other server when i answer from trouble ticket? We have to send a notification to our Node.js REST server, just after sending answer to customer. What we have to do?
Demoted the technician to requester and later deleted it. Want to recover.
Hi, I had demoted the technician to requester and later have deleted it by mistake. Now it is showing me as deleted under SD portal., I dont know what was the technician id of it. Wanted all the data (request - close / open or onhold) to allot him back
Old versions
How can i get a copy of the older versions of SD+. I want to install this on a test server to try some service packs out. Cheers Carl
Internal error when opening tickets in Servicedesk Plus
Anytime I open a ticket in Servicedesk Plus, I get an Internal error and I can't open the ticket. Have restarted the application but am getting the same issue. Any ideas about what the problem could be?
Issue with Get Pending Approval interface returning data
Where is the approval_level.request and approval_level.request.requester object data obtained from the SDP for the return parameters of the Get Pending Approval interface?
my_pending_approvals Is the data for which page or feature of the SDP?
Interface path: /api/v3/approvals Which page or function of SDP is the data of this interface?
Separate SDP to 2 instances
Hi ALL. We have SDP (v13) with only one instance. Currently we need separate it to 2 instances: IT & nonIT. What is the best way for this ? 1st step - update to latest build. What next? Is anywhere manuals about it ?
Asset Explorer will not load due to app and SQL db are different versions
Asset Explorer will not load due to app and SQL db are different versions. Our SQL DB server failed and we had to restore it, unfortunately we upgraded from 7206 to 7300 during that time. Now the Application server is version 7300 and SQL db is version
14600
Did anyone else notice, that the beta 14600 available at beta.servicedeskplus.com has Asset Leasing available for requesters, but the released 14600 (and the release notes) shows no sign of this feature at all? /Rasmus
[SOLVED] How to cancel backup before upgrading?
Good day! I have ManageEngine ServiceDesk 9400 installed and I am testing the transition to version 10000. How can I disable the creation of a backup copy before upgrades, since I have 50 GB of backup and do more than 2 hours for one full backup?
[Free e-book] The CIO's handbook for analyzing IT budget spending
Hello there, Don't let generic reports and a lack of visibility impact your IT budget and spending. Gain a powerful edge over standard budget reports with our latest e-book, and witness streamlined IT budgeting, reduced cost wastage, and increased ROI.
Change Workflows broken after upgrade to 14506
After upgrading to 14506 this past weekend, I am getting reports from technicians that submitted changes are not going through, and it looks like it has to do with the workflows. Many of them are suddenly showing as "Invalid workflow" and I cannot figure
Project Management
Hello, I am using servicedesk plus 9.1 build 9100. ( free edition) On the website there is something about Project management, witch is a add-on for the servicedesk plus. How can I add the Project management add-on in servicedesk plus? Greetz, Rens
Masterclass 2023: Season 2 Episode 5— Upcoming AMA episode with ServiceDesk Plus experts. Submit your questions now!
Hi everyone, We're excited to announce that the final episode in season two of our Masterclass 2023 series will be a ServiceDesk Plus AMA (ask me anything) session with Vishnu Priya Kumaresh, global head of customer success and product support, on November
Masterclass 2023 - Season 2, Episode 5: "Ask Me Anything" session with ServiceDesk Plus product experts
Greetings from ManageEngine! We are excited to announce that registration is now open for the Season 2 finale of the ServiceDesk Plus Masterclass 2023. In this episode, learn how to utilize our latest features and enhancements followed by the "Ask Me
Important: SDP IOS Push Notification certificate has expired
Dear User ServiceDesk Plus IOS push notification certificate expired on 15th December 2023. Hence to overcome push notification issue, please follow the below steps : 1. Shut down the Servicedesk Plus application. 2. Navigate into <SDP_home>\conf folder.
MSSQL Query Report for Nuanced Remediation Time
Greetings, I need to build a query for Incident Reports that will provide a report that results in the following information: - Escalated completion time: The amount of time between when it was assigned to its final Support Group vs its Completion Time.
Multiple SLA for 2 different Groups
Hi, I need to set up SLA for two different services: External and Internal Support. For internal support I have many groups, but only one for external support. Each service should have differente SLA values. I already have different priority criteria:
Tech Availability Chart
Hi all, Is there a way to export the "Tech Availability Chart" in some common format like PDF, XLS, Doc? Thank you Best Regards Antonio
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