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
Solutions Visibility
Hi all, We need to make the Solutions visibility from Private to Public in SDP Solutions Module (refer attached). Please assist asap. Thank you in advance!!
[SD-93308,SD-107873] 'Draft saved' popup interrupts composition
This is a minor issue, but I thought I'd report it as it's something I think could be easily fixed. I'm composing a reply to a ticket, and I'm in the middle of typing when suddently a popup appears in the middle of the compose window saying 'Draft saved'.
Need to hide groups from template
I have numerous groups used for backlog and would like to hide them from the default request template. Example say there is Network WIP and Network Backlog. I only want Network WIP to show as an option in the list on default request / incident. Can I
Windows Domain Scan
It's been 5 months since my Asset Explorer has been able to run a windows domain scan. I opened a case and no one replies. I have tried removing/readding the domain scan, editing information, adding it back with no luck. Does anyone have a trick or workaround
LogicMonitor Integration
Has anyone done any integration work with ServiceDesk Plus and LogicMonitor?
[Free e-book] 5 real-world interconnections that IT teams overlook
As organizations grow, IT teams tend to expand into sub-departments that focus on specific functional areas, such as service desk, network operations, security, and more. With time, these specialized teams often lose sight of how strategies implemented
Inline request merge history shows as "undefined"
Hello, Since a couple of months (and ServiceDesk Plus versions) ago, around 70% of all our inline request merge history entries show as "undefined" for both the technician and timestamp: This problem does not affect the dedicated History tab for any request,
Servicedesk Plus: Problem restoring data in a new server
Hello! We're trying to restore our SDP on a new pre-production server for now. Both SDP Builds ( old server and new server) are the same: 13012 The backup process in the production server finish with no problems. But when we launch the restoredata process
[SOLVED] invalid value specified for the parameter incomingEwsUrl
Hi recently Gmail forces to change tha password for the account. and when I tryed to update the new password in SDP incoming setup i get this error. SDP version 13007 the mail server is Gmail this was working fine before upgrading to lastest version.
How to populate user names in a request additional field (ESM)
Hi I need to populate a request additional field in and ESM instance with all users imported from AD which are not even the users of the current instance. Please advise me how to achieve this objective.
Client Request Rate Limit/Suspicious Activity Alerts
I wanted to see if it is possible to export out the Suspicious Activity Alerts in regards to the Client Request Rate Limit. From what I can see, we can only view that by selecting List of all Suspicious Activity under General>Security Settings>Advan
Report to show ticket count history for specific technicians.
I need a report that shows me the count for tickets resolved by specific engineers between certain dates in a table format. Is this possible?
Inline Images not available after migration to new windows server
Hello - We migrated to a NEW windows server over the weekend (same MSSQL DB) and now screen shots in "Notes" (and other areas) are not appearing. They are "broken". I see multiple threads there out about this being a common problem? Can someone please
Moving to new MSSQL Server and Database Name
HI All - We have successfully moved our SDP instance to a new Windows Server BUT we are still pointing to the same MSSQL Server. The purpose of this move was so we could have a true Prod and Test instance of SDP. Therefore, we need to point our "prod"
Resources Section in Request Template not shown
Hello, I wan't to create a new Eequest template with a resource section. In the technicans view, the resource section appears. For the Requester view i used the "copy from technician"-option, but the Resource section did not appear for the Requester.
ServiceDesk Plus is unable to send Emails
We're facing a serious issue. Our production system is, at the moment, incapable of managing emails. Please see the attached screenshots and logs for more details.
Active Directories Users Failing To Login after upgrade to build 12000
Failing to access manage engine service desk plus after an upgrade to build 12000. All active directory users are returning "Username or Password is incorrect" we can not login as administrator as well, its giving same error. Database is PGSQL
Migrating to new Windows Server currently on Version : 14.3 Build 14304
Hi All - We have patched up to the latest SDP release. We now need to move our SDP instance to a new Windows Server. Our new Windows Server uses MSSQL. I thought I read somewhere the restore process is different now since we're on the latest version?
Moving from SQL2014 to SQL2020 server
Hi Getting new SQL2022 DB server. Since database instance name is the same (server name is different) - I'm guessing all I will need to do is run changedbserver and connect to new server> Webserver is unchanged and db name and content is the same. Only
How to add an API integration to a request form
14.3 Build 14304 When raising a request, I would like certain information to be fetched via an API from a 3rd party app and present it to the requestor. How I can achieve this use case? Thanks
Disabling SLA expiration email notification for only certain ticket categories
Is it possibile to disable email notifications for a SLA expired ticket that's in a certain category? I need to keep the SLA expiration email notification as is for all the ticket, but only for a certain category of tickets I want to keep the SLA to trace
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