Downgrading from Enterprise to Free
Hi What happens to all the existing requests if someone where to downgrade from 'Enterprise' Edition to the 'Free' edition? Are all the old requests still there and are now limited for viewing/closing by only 5 technicians? Once the Enterprise edition
Notification to the respective recipients when a Request Task is Resolved
Dear All, Is it possible to trigger a Notification to the respective recipients when a Request Task is Resolved or Closed? Regards, Wajahath Farooq
Import / Export requests - template assign
Hi I am trying to export open requests and then import them into my dev system. While I see the fields I do not see 'Template' in the import side. Why not? How can I import all of these requests correctly if it does not import into the correct template?
Updating SDP version 15.1 Build 15100 to version 15.1 Build 15110,
When updating SDP version 15.1 Build 15100 to version 15.1 Build 15110, an error appears.
Import a stock count excel sheet to ME
We are managing a self-service cupboard for users with keyboards and mice. Currently we are recording the stock in an excel sheet with records, Item description | Stocks to be maintained | Last stock | Current Stock | Item out etc. We would like to move
Error when running backUpData.bat
Hi, I'm trying to get a full backup so that we can create a dev environment. It worked fine a few weeks ago, but then we ended up losing the backup files - I think the server overwrote the backup files after a while. I was following these steps: https://pitstop.manageengine.com/portal/en/kb/articles/how-to-build-a-test-environment-for-servicedesk-plus
Bulk change Incident Template for many calls
Hi Is it possible to change the template for 100+ calls as we have retrospectively added a new field for reporting. The new template has the extra field, which we do not want on our basic template. Thanks
Export Solution to pdf
Hello, Im currently running ServiceDesk 14.9 Build 14980 and I was wandering if there's an option to export all solutions to PDF and each of the solution will be in separate PDF file. For example: export 100 solution to 100 separated pdf files.
Restoring to a development server
Hi, Just wondering what to expect when I do a "data" restore from my (hopefully soon to be) live SD+ instance to a test/development instance. Both are at 9300. Reason I ask is I had just completed a restore using data from the "live" environment to my "test" server. The restore did appear to complete but none of the data (requestors, requests and team members) were present. What can we expect to see when we do a backup from "live" and restore it to "test"? Regards
Loanable assets
Hi, Team, Loanable assets only are displayed if they belong to the same site as the requester. However, this shouldn't be the rule. If you have loanable assets centralised on one site, only requesters from that site would see them. Maybe you should list
Change status when requester responds
I have set up a Timer Action that checks the status of the ticket, and sends 3 reminders over the course of several days and then closes the ticket as no response from user. That part for the most part works fine. Here is where I need assistance. I need
Change roles
Hi, Team, Just as it is possible to have user roles, just like there are technician roles, why not have user group roles, just as there are support group roles? For example, if you have multiple teams that need to test or review changes, and they are
[SDF-65806] Technician Picture
HI, I like the changes you made in version 11 to edit the technicians. But.. Why can't we add the technicians picture o n the edit page? It looks like you would be able to do that from there. Also - can we have an option to lock the technicians picture - so they cannot edit it? Thanks.
Show Ticket Number Request and Type in Change
Hi, Is there an option to add the information of the tickets associated with the change to the columns? We are looking for the first view to show us which ticket it is associated with (ticket number) and what type of ticket it is (incident or requir
Reorder in Reports doesn't do anything
I drag Incident Management and Problem Managent to the top. When I apply the changes, the don't persist. Nothing changes. Not even going into Reorder and sorting alphabetically changes anything.
ServiceDesk OnPrem integration with Analytics Plus Cloud
Hello everyone, Im looking for integrate ServiceDesk Onprem with Analytics Plus Cloud, and I have some doubts: - is it possible to connect SD Onprem licensed with Analytics Plus Cloud trial? Or I have to have an Analytics Cloud license to do it? Im trying
How to import all users from one instance to another SDP instance
Hi How can I import all users (non technicians/requestors) from one instance of SDP to another (on premise)? It would be from enterprise to standard version if that matters. Where to I get the user list as csv to import here? Does a requestor need a username
Reports on requests having multi-select additional fields after v.14.9XX
Hi, Team, After your recent changes to the SDP data model, I can't retrieve all the values of a multi-select on a single query. As it seems that one can't use nested selects on SDP reports, how can we retrieve those values (multi-select additional fields)
how to update from 14.9 to 15.1
Hi guys how can i update from 14.9 to 15.1 i can´t find any update files to the 15.0 :-(
Field and Form Rule - Group List
Hi Been banging my head on this one for a while now. I'm trying to filter out my support my support group list in a template. Here is the script: $CS.removeOptions("GROUP",["Admin","Appeals","Adjustments","Claims","Claims - Care Plus Rerouted","Claims
LoggenInUser in footer reply
hey, just want to ask if there is an option to add an variable of a current logged in user in ServiceDesk ? For example as we have 'technician', can we add a loggedinuser ?
Incident Catalog or Service Catalog for requestors & simulate being a non technician / requestor
Hi We have not paid for the 'service catalog' module and have the standard edition. Do requestors have access to the 'incident catalog' or can they only access the 'request/service catalog'? Is there any way I can test being a non-technician/requestor?
How to hide / remove service category 'others'
Hi How do I hide/remove service category 'others'? I know I have to add 'service categories' field to get the template and the category to show up in incident catalog. But how do I remove 'others' so that only the service categories and templates I want
How can I update a user's photo via API
If I make a request to update a user's photo, and the user id matches the api key (the same user), then the update request occurs. If I make the same request with an admin api key, the request throws an error. Maybe there is some other api that allows
Welcome to the ServiceDesk Plus forums
This forum is a place where you can discuss topics related to the ServiceDesk Plus product. You can also raise your issues and concerns about the product. We'll help you resolve your issues at the earliest possible. This forum will also be used for announcing the community about the new releases, and service pack updates on the product. Regards, ServiceDesk Plus Team
Query to get all of the template in an instance...
I need a query that I can run that will provide me the list of template names, active and disabled, with the template description. That is all, I have 5 instances with over 500 templates and we're trying to audit them and I have no way to just export
Surveys are not being sent, no matter what I try
Your Version: 14.9 Build 14980 Incident and General surveys are not being sent no matter what I try. Different criteria, different survey types.... nothing gets sent I have had this set up for several days and not one survey was sent despite selecting
Error Upgrade from 14200 to 14300
When trying to upgrade from version 14200 to 14300 or 14205, the upgrade fails. I ask the knowledgeable to help!
Request to Generate Total Time Spend After Due By Time?
Dear All, I would like to Generate a SQL Report which will demonstrate below Columns : Our current built of the Application 14720 and we are using SQL server as a Database. a) Request ID b) Created Time c) Requester d) Subject e) Request Status f) Group
Hiding or Removing the Description Field
I'm creating a custom Incident Template that does not require the description. Is there a way to either hide this field from requestors, rename it, or remove it from the custom template?
service desk: adding categories
hi it would be really useful if you could add ticket categories and sub categories when classifying the ticket. eg at below screen is where it would be useful - as otherwise, if the relevant category does not exist, you have to end the ticket - go to
Is there a way to get Project Milestone date fields to populate from Task fields?
Similar to how Microsoft Projects works. Can the Schedule Start and Schedule End dates on the Milestone be set based on the earliest start date for all dependent/related tasks (Scheduled Start) and the latest end date for all dependent/related tasks (Scheduled
Servicedesk integration pam360
The latest trial versions of servicedesk and pam360 are installed.
When trying to integrate, we get the message
Services not updated.
In the servicedesk logs: 1 [com.manageengine.servicedesk.integrations.PAMUtil]|[ERROR]|[76]| :: integration API Key
Create New Ticket on ManageEngine Service Desk on Linux Server
Dear ManageEngine Team, I would like to report the issue on create ticket on local Linux manage engine service desk plus. When I fill the form and click add request show internal server error box
Self Service Portal Customization
Hello, There are a few items I would like to be able to customize in the Self Service Portal. How can I edit the text within each button/area Ability Change Search templates to Search Solutions Change the Preview format within Popular Solutions and when typing your Subject of your request. The formatting is terrible, unless I don't know what standard the Solution format should be. In the default template, how can I make the Category optional, especially if a user doesn't know what to pick? We should
[ForYourInformation -59] Request Drill Down Analysis
Request drill down analysis is a structured approach to evaluating and optimizing service quality by thoroughly dissecting requests across different layers of detail. This provides a broad overview of ticket data and drills into specific request attributes
can't create requests
Hello, I am trying out the free on premise version, to see if it will fit our needs. Fresh install on Ubuntu 22.04.2 LTS SDP version: 15.1 Build 15100 Free version, standard using default created users administrator/guest. using general default template.
Is there a trash for Deleted Tasks?
We are looking into using Tasks for small projects. We have a concern over tasks being accidentally deleted and losing all the information related to the Task. Thanks, Gary
ME Service desk certificate renew
Hello, The SSL certificate has expired since 2023, and I would like to proceed with its renewal. If there is a clear guide or procedure to follow for the renewal process, I would appreciate it if you could share it with me. Thank you in advance.
Link/associate Requests from two different Instances?
Dear All, Is it possible to link/associate a request from the IT Instance to facilities Instance. Regards, Wajahath Farooq
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