Export SLA Details?
Hi Folks, Is it possible to export the details of all the configured SLAs in SD+? The reason being that I want to do a presentation containing an overview of what's there, and it would save me some time 😁
Need a report on tickets not assigned directly to the service desk
Hi I'm trying to find a report on the number of tickets that are assigned directly to other teams but not to the "Service Desk Support" default queue. We are on prem version: 14.2 Build 14201
"User Import Failed"
Hello everyone! My company is now planning to use Service Desk moving forward so I am doing some testing with it and the general setup. When I try to import users from a CSV file, only a few of them work and all of the rest fail. The Excel file with errors
Ideas to Improve SDP
1-Change management form design is very poor, and it is not user-friendly; This form builder is very basic, and it would be better if it is similar to the request/incident management form builder. Several SDP versions have been released, but the problem
Logging password changes
Hello. I am now required to change our local SDP Administrator password annually and show the auditors when it was changed. They'd also like us to monitor changes to technician roles (to see if I add anyone to SDAdmin or not). Does anyone know what log(s)
ServiceDesk Plus 14500 Released !
Dear Users, We're happy to announce that ServiceDesk Plus version 14500 is now available. The latest version introduces behaviour changes , new features and several enhancements to further improve your experience with ServiceDesk Plus. Change Module Enhancements
Report to show tickets open vs closed
Is there a way to report on tickets received (open), versus tickets closed daily or weekly for individual support groups? We are currently using SDP 9.0 Build 9017 and the Database is MS SQL. Thanks, Robert
SLA escalation e-mail | Not working.
We are trying to send email notifications to our technicians for when a ticket SLA is violated. I can see there's an option for it in Automation - Notification Rules, but it is not working as it should.
Lazarus Group exploits ManageEngine vulnerability to deploy QuiteRAT
Hi ALL Dear @manageengineteam Do you know about this https://blog.talosintelligence.com/lazarus-quiterat/ ?
Azure AD SSO using SAML and App proxy
Dear friends, I am trying to configure servidesk using App proxy and SAML authentication to azuread as our servidesk is hosted on premise but I am getting errors I have followed this guide: https://pitstop.manageengine.com/portal/en/kb/articles/configuring-saml-with-azure-ad-9-8-2020
What is new at AssetExplorer 7
What is new at AssetExplorer 7
User does not have this permission version 14306
Hi Team, We have upgraded to version 14306 from 14102 and are encountering issues with the scripts. We are adding a first response note based on specific criteria, copying the title to tasks from the request, and updating the task description from the
[Free webinar] How to measure the success rate of help desk initiatives
Hi folks, We're back with an interesting webinar on measuring the success rate of help desk initiatives. Date and time: August 31, 2023 2pm AEST | 10am GMT | 10am PST Why attend this webinar? It is no secret that prioritizing continuous improvement is
Default PO Approvers set off Cost Centre Owner
Currently within the purchasing module, there does not seem to be a way you can automatically make the owner of a cost centre the defaut approver of the purchase being made. Due to human error it is possible for a person to enter the wrong cost centre from the drop down list, but then select the correct approver... It sometimes then occurs that as the manager/approver sees the request, they dont check the cost centre loaded against this and still approve the PO. This then affects what cost centre
Calculate form submission time
I need to calculate form submission times by users and technicians. Is it an achievable objective? P.S. Submission time may be translated to the time a new request template is opened, till the time it is submitted.
Help with Query Report on Solutions
Hi Team, Example: Parent Topic -> Topic -> Solution Below is a query report that I use today to obtain certain details re. the usage of our Solutions and I would like to add Parent Topic Name and whether the Solution is Private or Public. Is this possible?
Improvements in the tasks module
Hi, We want to make better use of the ticket tasks, so we are looking for some options that we have not found. Add additional fields (single line, pick list, multi select, multi line, numeric, Date, time, decimal etc). Edit the templates to remove or
[SOLVED] Discovery > Agent Configuration not working
I've already opened a support ticket several weeks ago but I haven't received a response in almost 2 weeks. I will try posting here to see if I can get this issue resolved. Ticket Id #7959116 Service Desk Plus Version: 13.0 Build 13007 Endpoint Central
Move ServiceDesk Plus to another server
Hello everyone, I have an on premise server running ServiceDesk Plus that was infected so I have to create a new one. (I detected an exploit file on the root folder of the tool). I have read differents kb on the official site, now I have the new server
Auto create new ticket based on checkbox submission
Hello everyone! I am fairly new to learning the in depth features that Manage Engine Service Desk Plus provides and I'm hoping you may be able to help me out with something I'm trying to accomplish! I am currently setting up a "New Hire Request" template using the "Resource Info" area to contain the fields, drop downs and check boxes. I have a resource setup as follows. "Hardware Needs: Laptop, Desktop, Desk Phone, Cell Phone". This is setup using check boxes. My question is... Is it possible to
[SDF-103120] Disable on hold scheduler
Hi, Can we please get a global option to disable the "On Hold Scheduler" that pops up whenever the request status changes to a status that stops the clock? We have set up field and form rules that in some cases automatically changes the status and this
Can't set closure rules based on support groups
Closure rules seem to be all or nothing. I would the option to be able to set closure rules based on support groups. For example, all Helpdesk Technicians should complete the woek log before being able to close their ticket. Apps Technicians do not need
Response SLA
Hello there, We are running Manage Engine Service Desk Plus 14.3 Build 14303. I would like to know if it's possible to set the initial response time clock to stop when a request goes to status "In Progress"? Without having to add any notes or work-logs.
My licensed Manage engine service desk Enterprise
I have a question regarding my ManageEngine Enterprise Edition licensed version. Could you please provide me with the details regarding the maximum number of users, technicians, and nodes that I am allowed to associate with the ManageEngine ServiceDesk
Introducing free report bundles
Hi there, Are improper change implementations causing an avalanche of incidents? Are asset procurement delays hindering productivity? Who are the slackers on your help desk team? Get immediate answers to all these questions and more with Analytics Plus'
Report first worklog recorded in the ticket!
How can you report the first worklog recorded in the ticket, only the time of recording the first work log and its text is considered. Note: (Consider as first respond option is not selected in work logs)
SSO with LDAP authentication
Hi, 1. Can We enable SSO ? we are using standard edition with LDAP authentication? Environment Linux 14.0 Build 14003 MSSQL Rabbany
is AD authentication now working for non-windows?
is AD authentication now working for non-windows? previously, it was not available .........is it fixed now? we are using LDAP authentication instead but SSO is not possible so we are waiting AD authentication for non-windows. please share us the update
Auto-Close ticket 'Awaiting User Reply' in ServiceDesk Plus 14300+
I've attempted the method described here, but python keeps throwing errors even after installing needed modules (requests, xlrd) with pip. I used the files in Auto_Close_updated. Running on Windows Server 2022. Is there a more recent method I'm missing
Upgraded to new MSSQL Server and now SDP will NOT start - CRITICAL
Hi All - I'm having an issue upgrading to a new MSSQL Server. What I did was create a full backup from my 2008 instance and then restore that on 2019. I then ran the ChangeDBServer.bat and it said everything was successful. However, when SDP goes to start,
Moving server without backup
Good Morning, I have a server running ServiceDesk 14.2 build 14201. Ther are some serious issues with this server preventing me from upgrading the software. It's also preventing backups from working. I need to know how to copy the active database from
Linux AD Authentication
Hello, Just wondering if AD authentication is still on the road map for ServiceDesk Plus when installed on a linux platform? If so, is there an approximate ETA for this feature? Thanks, Chris
Unable to run the application after upgrading to Servicedesk Plus 14300
After upgrading from 13000 to 14300 the service cannot be started. After running ruh.sh file we get an error: "Application startup halted due to mismatch in java version. Please restart the server or contact support." How can I solve this problem?
ServiceDesk Plus 14000 Released !
Dear Users, We're happy to announce that ServiceDesk Plus version 14000 is now available. The latest version introduces behaviour changes , new features and several enhancements to further improve your experience with ServiceDesk Plus. Timer Actions for
Masterclass 2023: Season 2 Episode 2 - Setting up automations for critical ITSM practices in ServiceDesk Plus [On-premises]
Hi there, Greetings from ManageEngine! Registrations for the second episode of ServiceDesk Plus Masterclass 2023 are now open! The focus of this episode will be on exploring how to effectively utilize automations in ServiceDesk Plus for important ITSM
No entran las solicitudes en ServiceDesk
Buenos días, en mi empresa usamos su herramienta y nos está dando problemas con la configuración de correo entrante. Nuestro servidor de correo es https, la configuración que tenemos en ServiceDesk es imaps, TLS habilitado, puerto 993. He hecho una prueba
Sender name on outgoing emails
Hi, Under Admin -> Mail server settings -> outgoing, I can specify the Sender name. But is it possible to have the sender name to be the name of the technician replying/forwarding an email, but the email address to be the system address (the one being picked up by SDP+)? BR Peder
Notification rule
The "Notification technician of associated service request when items in a purchase order are received" is not working. See attachment to view the two items (partially and received) which are not working.
Barcode fields
How can i print two line in the barcode lable text above it and text below it. similar to the one in the picture attached ?
Register users through enrollment email
Hi, Does anyone has idea about how to add users through enrollment mail or a form to register themselves through website? Thank you in advance
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