Service Category: IT Service vs Business Service
HI ALL. What is difference between IT Service & Bossiness Service in Service Catalog ??
Approval function for some of task or ticket
Dear All, I'm a new user for ServiceDesk Plus free edition. I'm seeking a function for ticket or task which user create by email or web portal. It can be go to approval process if they requiring to create account or system access after submitted the request.
Old Custom Scripts dont work anymore
Hello i use atm: 12.0 Build 12010 Cause we could not update to a newer versions since this is the last version with NTLM ... But since we will soon move to the SAML SSO i tried the newest Version of SD to minimize compatibility issues. After i did that
Skipping Database backup during upgrade
I am upgrading our service desk to the latest version and because of this I used the -DSkipForcedBackUp_13000=true but when running the upgrade it still prompted me to back up the database and I had to cancel out as it would take 15 hours per patch and
How can we add Criteria to View only Open, In Progress and On Hold Tasks on Change Requests?
I have prepared below Query but I can't able to add a Criteria to view only Open, In Progress and On Hold Tasks associated to the Change Request. Please anyone can help me to add the Criteria on the "Task Status". Query : SELECT "chdt"."CHANGEID" AS "Change
Auto assign or close tickets
Good morning, I am wondering if there is a script to auto close or assign tickets to a certain tech based off of who it comes from? We have certain tickets that are always assigned to certain techs and at times we receive advertisement emails that auto
Price of the services Servicesdesk
contact me by email
Can't start server on Ubuntu
OS: Ubuntu 20.04.6 LTS Postgres 12 ManageEngine ServiceDesk Plus 8 I installed ServiceDesk by running .bin file Standard+Free Edition. When I try to start the server I get: /var/www/vhosts/****/httpdocs/ServiceDesk/bin #~ sh run.sh JAVA_HOME : /var/www/vhosts/****/httpdocs/ServiceDesk/jre
Manage Engine SD and Remedy ITSM Integration
Hi, we have requirement to integrate SD plus with BMC Remedy ITSM. Basically we want to create ticket Remedy ITSM whenever we have new ticket in SD plus. Remedy has shared rest api for ticket creation which we want to configuration in SD plus. They have
outh
I folow all the stepts to configure m365. Everything was ok but after I enter the pass and the credential to connect to aplication Ive got error
Status resolved automatically to closed
Good afternoon. Tell me how to do it correctly so that when a specialist sets the status to “Solved”, after X days the application automatically switches to the status “Closed” if there is no response to it. Is it possible for specialists in general to
Allow comments tab to change status of tasks
Hi, Is there a way to add/activate the same dropdown that tickets have in the resolution tab to change the status and add a resolution? For example, in a ticket (not task) you can add a resolution and simply click the dropdown under the text field to
Is there an option to make Custom Views visible to Users
Hi As Administrator I'm able to create Custom Filter Views an Mark it as public. But this Filters are only visible to all technician. I'd like to create a custom filter for the users. How can I do that? Regards, Markus
Python ImportError
Hi, does anyone knows how to resolve the issue? I am getting the error whenever I am invoking my custom scripts from the custom menu or by using custom trigger, e:\ManageEngine\ServiceDesk\integration\custom_scripts\functions.py", line 28, in from idna.core
Contracts
We just started with manageengine. I am at a blood center and the executive team found out we have a contract management system and wanted to use it for the whole facility. I was looking at it and can't really see a way to categorize by department. Does
Show Department Assigned Assets to Requester while creating Incident
Hi, I would like to know about the possibility of showing Department Assigned assets(not assigned to any user) to the requester while creating incident ticket. Currently the Assets selection field on Add Request form is showing Assets assigned to the
How to add a custom filter for portal users
Hi, I want to add a custom made filter in the filter list for the portal users. How does that work? And there are a lot of system filters that have no use for our end users. Is it possible to disable those filters in the portal? Regards, Olivier de
SLAVE MODE on primary server
Hi, We are using FOS and facing an issue where the service on the primary server is not running and goes down each time we try to start it. From the traces, we were able to see that the primary server was attempting to start as a secondary server, and
Report to show in what templates Additional fields are used?
Is there a report or a way to find out in what templates (Incident and Service Request) all the Additional fields are used?
Announcement on discontinuation of support for MSSQL server 2008
Dear Users, This notification is relevant to customers having ServiceDesk Plus hosted on MSSQL server 2008 in their environment. To address several adversities, it is always a best practice in the technology industry to substitute old products with new
Tickets and contracts
Hello guys, I often have tickets for which the end result is a contract. So we use ticketing for more than just IT-related problems. Discussions, contract renewals, quotes are also asked simply by raising a ticket and doing the communications with a supplier
Unable to Migrate from Build 14500 to 14501
We are unable to Migrate from Build 14500 to 14501 due to the following error message: How can we ensure the scheduled migration tasks are completed so the upgrade can proceed?
IPad asset scan
I read a post from 2 years ago that this was not possible. My organisation has nearly 2,000 Apple mobile devices, with close to 2,000 more in the next 12 months that need asset information added to service desk. Is there a way for us to automate this process, or will each device need to be added manually?
Query Report of Software List base on User
Hello, I'm trying to run a query base on all the software installed base on individual user or workstation. Can someone help? Thanks, Chris
Exclude non-operational hours from a report
Hi there - I am looking for a way to remove non-operational hours from a report showing average response time per support group: SELECT qd.queuename "Group", convert(varchar(10), (avg(wo.respondedtime)-avg(wo.createdtime))/1000/3600)+':'+convert(varchar(10),
Login using windows credentials or auto login
We have a hybrid on-prem & Azure AD system. Real users are sync'ed with AD and Azure, while we have some machine users that are only sync'd with the on-prem AD. These machine users are for anyone in the site location to use to submit tickets or requests.
Make all requesters as service request approvers
Hi, I have a scheduled job to import requesters from AD daily. Can someone share the method to query and update to make all newly added requesters to become service request approval by default? I have similar questions raised in the forum but no answer
Service Desk Plus unable to Login as any user (local or domain)
Hi All, I am unable to login to Service Desk Plus (free). I restarted a domain controller the other night, im not sure if this has anything to do with it. I cant login with a domain account or a Local Admin account. Yes, ive tried resetting the password as directed in the FAQ pages on the website with the scripts. The server log has the following error in it: [135]: FailedLogin occured for user : administrator wit hmsg : Exception while retrieving user account| Anyone seen this before please? Help
Removed ticket attachments from Forward template
Hello, As default it appears that when you select Reply or Reply All any attachments on the ticket are not automatically included in the email template, but when you choose Forward attachments are automatically attached by default and you have to unselect
Forms & Rules Export
Dear Team, it would be GREAT if there is a function to 1. Export a form with all it's attributes (Fields, rules,etc..) to a file which can then be imported again. This will save a lot of time and issues when you run in a corporate environment with a Development,Test,User Acceptance & Production area.
Can't Integrate Anaalytics into SDP
Hello, Anyone try to integrate analytics plus and just get and error? Can't even open up the settings for it, in fact I cant really do anything with the analytics I just bought. Maybe theres a way to reset or refresh and integration without being able
Assets issue
Hi there, I'm actually facing an issue with the asset. I created new IT assets and named it (Dell PCs) to add the PCs in inventory in that section. After 2 weeks we got a new employee, and I changed the assets state from in-store to in-use and I chose
Masterclass 2023: Season 2 Episode 3—Utilizing visual life cycles and workflows to standardize ITSM practices [On-premises]
Greetings from ManageEngine! Registrations for the third episode of the ServiceDesk Plus Masterclass 2023 are now open! We will be showcasing how to streamline and automate various ITSM practices using visual life cycles and workflows in ServiceDesk Plus.
[SDF-48845] Editor Field
Hi there, We were intending to use the Editor field in our Starters process to allow the line manager of a user to update further information / requirements about the new starter to progress the starter process. Which is fine for requesters, but we have
Scan Malicious emails forwarded to ServiceDesk Plus
We have KnowBe4 phish alert integrated into Microsoft Outlook that users can report potentially malicious emails. The phish alert (email attached) is sent to ManageEngine ServiceDesk Plus for our technicians to investigate if the email actually is a phishing
Cant start fresh SD+ on Ubuntu 23.08/Ubuntu 22.04
Hello Fresh install of SD+ on Ubuntu 23.08 / Ubuntu 22.04/ the app just dont want to start at all. Every time there is an error about "Trying to start PostgresSQL server failed" I was following the guide whole time but the problem still occurs Few months
API search
Hi ALL SDP 14500 We want to look for data in a limited period (using the parameter” date of making request”) among requests with a specific/ certain type of parameter from a customer field, to be sure, the number of request and other data from customer
SURVEY REPORT QUERY
Hi, We are using the freeware version 14.1 of service desk plus, we intend to procure the product soon and are in consultation with a provider. The most important thing for us at the current stage is to have a Survey report view that looks exactly the
An error occurred while processing an email. Mail Fetching process of ServiceDesk Plus was stopped. Please delete the below mail from your mailbox and restart mail fetching process.
Good morning, I've been having a problem for a few days. The incoming email recovery service stops and returns the error (SDP Notification: ERROR : Mail fetching process stopped ). In the incoming mailbox the emails are read but not processed. I'm using
Integration Servicedesk Plus (and MSP version as well) with SIEM sistems, exem: Qradar, syslog, splunk, etc
Our customer and partners are interested in integration Servicedesk Plus with their SIEM. As example, they need information from history tab from tickets, changes, etc.
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