Request module renamed to Tickets
One of my small frustrations with ServiceDesk Plus is that both Requests and Incidents are placed under the Requests module by default. My preference would be to rename the module to Tickets as a better reflection of its purpose. I noticed just today
How to Generate Report in list of Workstations Detected in SDP Asset Management
Please help on how to generate this following information using query in SDP Asset Management. Name Product Type Model Operating System IP Address Asset State User Department Agent Version Logged On User Last Contact Time Agent Installed Time Last Logged
Work Log Field Editing
Is there a way to remove or edit the fields that come up in the work log? We do not need the time taken, start time, end time, other cost, total cost, cost per hour, or owner cost. All we really need is the owner and description fields.
Give technicians access to some reports.
Good day all. I would like to give my fellow technicians access to some reports, but adjusting that from the main role configuration gives them access to all of them or none at all. Is there way to limit the reports they can see? If I enable the access
Request Timer action - Custom Trigger
Hi everyone, I'm currently trying to set up some automation in ServiceDesk to send notification reminders every 15 minutes. I have set up a request Timer action to trigger the notification, but I am only seeing email notification possibilities and it
Service Desk Custom Report - Export to CSV missing data
Hello, I have a custom report that I frequently export to CSV for easy manipulation & data analysis. I've run & exported this report many times. Today, when I ran/exported it, the CSV is missing data. The SD report returned 1775 tickets/records, whereas
ServiceDesk Report
I am looking for a query that will show me all workstations with installed software where the software name is "ManageEngine Endpoint Central" or "ManageEngine Desktop Central" and the last time that the workstation checked in. I believe that is "Last
Disable Approvals Tab for a technician on a template
Hi, I have this Template, And I need to write custom script to disable this user from sending approval for this template: what can I do here please
Sorting requests by the time of assignment to the technician and group
Hi, I want to sort requests by the time of assignment to the technician and group, but there is no column called the assignment time in the list of requests. What should I do? Thank you for providing this column in the next update. Best Regards
Assets location (floor plan)
I'm wondering how you guys do the management of the assets location. Is there an easy way to integrate a floor map in Servicedesk Plus? Or should I use Microsoft Visio and give each location an unique identifier and use that code in Servicedesk Plus. It's not the most friendly way to manage it. Can you create a link to a file on an asset? Perhaps than I could link to the Visio file and open that instantly to see what the location identifier is. Or does anyone else have a good solution for this?
Query for assets
Hello, I am looking for a query report, where I can check history of assigned users of all IT and Non-IT assets. Something like that: name | product type | previous assigned user | date of assignment change | assigned user Build : 14103 DB: PGSQL Thanks
Permanantly remove users from database
I have noticed that when you delete a user from the frontend, the details remain in the database. Is there any way to 'purge' the database of these users? I have tried to search, but the forum search function is shafted :roll:
How to Spool Reports On-hold On the Service Desk
Dear Teams, Kindly help to assist. How do I spool reports on hold only from the service desk.
How can I get Bios date in custom report
I want to get this details in report. please guide me.
Best practice for worklog time?
My company is brand new to ManageEngine and I wanted to know what some here would consider a best practice for the time keeping for worklog for issues/problems/projects. Situation 2 engineers troubleshoot an issue and resolve it. Total time spent is 2
[SDF-66935] Continual Service Improvement Module in SDP
Hi, Is there a plan to add continual service improvement (CI) module within SDP? This module can have these; 1- CI Analysis a) Releated Objectives b) Benefits c) Efforts d) Costs e) Risks 2- CI Evaluation (Auto Calculation) (If the scoring result is below
Can't assign request
SDP 14105 updated, rebooted, but nothing seems can be solve this annoying problem. Some tickets can't be assigned correctly. I can compile all informations of the ticket but when I select a technician to assign that request, SDP confirms the operation
Turn off the 'Try our advanced features' promo
Does anyone know a way to switch off the 'Try our advanced features' window in the admin console of SDP? We've tried those features previously and don't need them so the constant reappearing reminder is somewhat annoying whenever you enter the admin portal.
Technician is missing from drop down list
I have created a new technician. The technician can sign in and view tickets; however, he is unable to see himself as an available technician to be assigned to a ticket.
How to move an employee's computer to the specified OU
MY SDP version :14101 Domain Server:MS Server 2019 SDP has a good relationship between users and assets,but one that is missing that we would use is the action of moving the computer to a difference AD Organisational Unit. I have such a scene When an
User is Unable To Receive Mails Via Service Desk
Good Day Team, I am a service desk operator and i make use of SDP version 14.1 A user does not receive emails sent via the SD portal. This issue has been there even before SD was upgraded to version 14.1 Please how can this be rectified?
$ variable not available on custom Resolution Template
I need to add variables into custom Resolution Templates, but the option is not available like e.g. with the Reply Template screen (nor does not show when I type $ like on the default Resolution Email Template) Is there a way to add or activate it for the custom Resolution Template? Thank you. V 9.4 Build 9424
Records per page - can I change this from 100 to 200?
HI Is it possible to change this from 100 to 200?
[SDF-99501] Asset state string translation
How can I translate into the Russian language Asset state string like "In Use", "In Store" and so on?
[Analytics Plus e-book] Are you losing money on your IT?
Hey there, Are you unknowingly losing money on inefficient IT operations? As organizations fortify themselves against a looming economic downturn, removing costly inefficiencies in IT operations is critical. Read our e-book to uncover and overcome various
Script to duplicate a ticket?
Hi, does anyone know how to script duplicating a ticket? Right now, I'm just using Python to read all the ticket details to a list of variables and creating a new ticket with those variables, but it's very cumbersome when I need to update anything. Surely
Python script using API giving an 'Invalid Input' error
Regarding this thread https://pitstop.manageengine.com/portal/en/community/topic/script-to-duplicate-a-ticket I've got this ticket duplication script to work for the most part, but there is an odd exception with the templates that I just can't seem to
"approved" request still shows as "awaiting approval"
I am new to ServiceDesk so perhaps this is something easy to change or fix. I have a service request that requires approval. The request is approved by the manager but in the console the request still says "awaiting approval". Shouldn't it be approved?
Script to export fields to CSV on submit or as Custom Trigger
I would like to export the content of certain fields in my custom Incident Template to a .csv if possible. Could someone point me in the right direction please?
ISSUE: HELPDESK 14.1 Build 14105 | Reply, Reply All, Forward function not working from request replies/latest conversation |
14.1 Build 14105 We have uncovered a critical issue with the Helpdesk 14.1 Build 14105 when a technician tries to use the Reply, Reply all or Forward functions from a new reply that comes in as part of a conversation to the existing request, it does not
Migrating from on prem SQL to Azure SQL
How do you handle the symmetric key and cert migrating from on prem SQL to Azure SQL? We dropped the cert and key before migration and re added them back, but now we cant sign in after migration. It appears the colunms are not decrypting properly. Is
Feature Request: ability to sort resource fields
We'd like the ability to sort items in drop-down list/picklists -- currently items are sorted alphabetically.
How can I change the text of self service portal?
Reference attachment. How can I change the text of "How can we help you?"
Professional license cannot delete default service categories
It's impossible to delete default service categories if the license is set to Professional for an IT instance since request templates are prepopulated and cannot be removed. Attachment "delete_error.png" shows the error message in the bottom right when
Request Closure Code
Hi It would be good if you could make the Request Closure Code mandatory before closing a call. By having a code of "User Training Required" we were able to identify systems and areas that we needed to run workshops or provide documentation on. Regards Andrew
[SDF-84347] Use 1000 Seperator (,)
All Numeric fields in Servicedesk don't have Seperator (,) Please Use 1000 Seperator (,) on the Numeric fields. Without commas or point between numbers, their readability is reduced, and this is a big problem..
[SDF-108663] Shortening of Approval link in Change Workflow
Hello Members, We are utilizing Change workflow and have configured custom approvals within our Change workflow. The approvals sent out via email during the workflow encompasses Approval link which is a long URL. Is there a way to shorten the Change approval
[SOLVED] Wrap Text on ESM Portal
I am wondering where I can modify the ESM portal to wrap the description text. Is there a script I can add to the customization script to allow this?
Has signature been improved?
HI Our prod version is 13008. I installed the latest version 14104 on our Dev server. Noticed that the latest version seems to handle signatures a little differently - but I can find no reference to that in the release notes? Am I imagining a change in
Requesters Dashboard
Many users do not use the self-service portal. Users doesn't have graphical dashboards. Can you make an activity dashboard for them? which will show them the number of tickets and have stages similar to your pitstop (attached file) For example, if the
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