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
Restore ezip backup to another database
Hi, I have a question if we have a methed to restore a .ezip database (which was made on production) to developer database ? Both prod and dev are on the same server. for example: 1. backup prod (sdpprod) via .bat file 2. makes backup .ezip 3. restore
How to generate API Token
Hi team, How to generate API Token In service desk plus. Thanks Bhanu
Reporting Business Rules
Hi, I need to keep tracking the times that our Business Rules have been applied, maybe you can help me with a query where y can manually set the name of business rule that i'm trying to report. Thnx & Rgrds!
RLC transition for Requester
Hi, I want to design RLC for requests that requester in resolve status can reopen and claim on request by click transition button. I know requester can add replay and reopen request, but I want to clear this for requester by transition button. Is there
Outlook Actionable Messages
Outlook Actionable Messages have been successfully enabled in ServiceDesk Plus. The buttons (e.g., "Add Note," "Resolve Request") now display the content of the assigned email message. When click the button, we received the error message "Could not complete
Service Desk resource Selections
Is it possible to add a selection for multiple quantities under resource selections...For example, if someone wants multiple monitors.
How can I add an asset serial number in my notification template
Hey All, When I forward an email to our 3rd party vendors we want to be able to include the serial number in the template. Can not seem to see a way to do this using $ variables. Can this be done?
Project Management Resource allocation
Hi On the SDP project management addon is there a way to allocate resources but say the person can only be 30% allocated so there rest of there time across all projects so the other 70% is working on other stuff ie working on tickets out of SDP etc? Thanks
Saving Change Templates with Tasks (retaining dependencies)
So I've realised that the Projects-module have the ability to save project-templates with task and that it retains the dependencies set between these tasks. Why hasn't this feature been ported over to Change Templates?
Please provide Execute script of field and form rule for Change Template
how to set clear field Change Manager, Change Owner When I choose Catagories is "not specified". How to add Display Name of technician login to Change Requester Field?
General Reply Pre-fill
Hey All, Just started a new Job and at my last place of work we used to use Manage Engine (I didn't install it at that place of work) years ago before being forced to switch to ZenDesk. So I've set up Manage Engine at my new place and I've managed to
API V3 Conversation Content
Hi, I'm integrating ServiceDesk with an external system. My goal is to track every ticket, update and status and replicate this info. I'm able to extract the tickets correctly and then the conversation details on /api/v3/requests/<ticketid>/conversations. However the previous response body does not contain the notification/response body. When I try to access the content url (example: /api/v3/requests/<ticketid>/notifications/<notification_id>?INPUT_DATA={'type':'request_reply'}, I got a 400 code.
Create an Onboarding Template with Auto Tasks
Question: I am trying to buid an Onboarding template. The template will have auto tasks that will be assigned automatically to different groups to complete For example: Task1- AD and Email Creation-This task should be assigned to System Admin group upon
How can I get an report ID?
I would like to get data from a report via API call. However, how can I get the report ID? Is it possible to pass a parameter to the report? Besides, the attached screen shows the API URL is not valid, what is the valid API URL?
Is it possible to hide due by date on Request List View?
Hi, Team, As asked by a Customer of mine, I've tried to hide the due by date from the requester using Page Scripts. Although using the All event configuration, I can only hide it on the details view (the field and the header information). Is there any
Add additional box in close request window
Hello, We are looking to add an additional box for our request closure window that reminds our technicians to add any additional access to applications to a spreadsheet we use to keep track of such changes. I was unable to find an option to edit the close
Auto assignment to a group of technicians with multiple notification paths (email, sms) - Incident Response and Disaster Recovery
For cyber security and disaster related incidents (malware, ransomware, virus, potential disasters) we'd like to auto assign a request and then ultimately have it 'over communicate'. 1.) Auto assign seems easy enough with a good template and corresponding
can`t forward the request
When responding to a request, reply-> forward the request, I do not see the entire list of users, but only those whose User -> Department Name field matches mine. Is it possible to make it so that you can send forward the request to all employees, regardless
Hide unnecessary fields in Release
Hi, Is it possible to hide unused fields in the Release Module using Page Scripts? For example: We don't use the fields "Actual Start Time" and "Actual End Time" so we would like to hide them.
Catalog Service Category Filter
Good day, I have service template. I want to return only categories relevant to the service. I don't see the option to filter categories and return the desired except specifying the default values. Is there a way to return only the values or options you
Custom Approval Notifications
Is there a way to use custom approval notifications using business rules or Custom Triggers to facilitate a custom approval notification based on the Service Catalog Type, so we can give the approver further information on the approval ticket so they
[SDF-60764] Major Incident - User log call from announcement
Hello, In a previous system I've used you had the ability to raise a "Major Incident" call that appeared in the announcement section of the Self Service portal. The end users then had the ability to read the announcement and click a button to confirm
Reports - Date Picker
We recently upgraded to version 14304, and the date picker dialog in the reports module is no longer there. Did something change in the update and remove this? I've had a few technicians asking me about it.
Managing Major Incidents
Hello, Interested to know how everyone else handles major incidents on this system. On other systems I've been able to mark a particular call as a Major Incident (with all the relevant fields filled in i.e. category) and then it allowed the Helpdesk Technicians to click a button to log a repeat call off the back of this and only have to fill in the relevant Requester details, thus speeding up the logging process while the major incident is in play and we are receiving high call volumes. This also
Status change linked to RespondedDate change
I am trying to build a Request Timer Action that will check the Responded Date and set the status depending on the date value. Responded Date is not empty and not greater than the last status change from Open to Resolved. The intent is automatically move
Inquiry about Disabling Automatic Sorting of Email Recipients in ServiceDesk Plus Responses
I hope this message finds you well. I am currently facing a challenge with the email functionality within ServiceDesk Plus. Specifically, I'm looking to disable the automatic sorting of recipients in the email responses generated by the system. When responding
System Logs
Morning all I've got some 250,000 system logs at the moment, and would like to know: Where do they get stored? Can I export them? Can I get these logs automatically deleted when the archive runs? It seems pointless to keep logs longer than tickets are actually live. Thanks Shelley
Link and Merge Requests from "Previous Requests" view
Often, when we want to link a request to another request, both of the requests are from the same Requester. It would be handy then, when looking at the "Previous Requests" view, to be able to select items from that list and link or merge them into the
Auto Enable Notification
Can I auto enable notifications when a contract is created?
Use Mail header for E-Mail Commands
Hello I like EMail Commands but it doesn't look very nice with all the extra commands in subject and mail body. Why not use the Mail header instead? Completely silent for all Servicedesk users. It could be like this. Mail header tag: X-SDP-SITE = Servicedesk Plus SITE X-SDP-GROUP = Servicedesk Plus GROUP X-SDP-MODE= Servicedesk Plus MODE Or the mail header tag names is something the admin can choose. But "X- " must exists. Servicedesk Plus already read the header to get mailadress and name so there
Report Query - show outstanding tasks for all Technicians grouped by
Hi There, Looking for a query which will show all outstanding incidents, requests, tasks, changes and problems for all technicians grouped first by group then by technician. We are using SDP version 14.3 14304 on SQL Thank you :)
Service Catalog report
Can i get a report for all the active Service in the system including the category, subcategory and the 5 levels of approval?
Risk and impact score is not popping out after adding the HTML script and adding the java script in formload rule in UAT in additional field risk score
Dear Team, In SDP change Module in UAT i have made the below changes as per the below manage engine article reference. Reference article:https://pitstop.manageengine.com/portal/en/kb/articles/calculate-risk-score-based-on-a-custom-questionnaire please
getting workstation ID from host Name by API
Is there a way with api to get a workstation id from the Host name?
Customise user form
Hi ManageEngine Community! I'm very beginner in ServiceDesk Plus I want to customise the user form ( add new Fields, change Name of the Fields) and should be viewed while creating a new user. Thank you and Best Regards.
Associate or link between Incidents
Hi Community! I want to know if there is any option ( Parent / Child Link ) between Incidents , that we can access to the Incidents child from the Incident Parent. Thank you.
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