Query all Additional Fields and their related Templates
We've had SDP for a few years now and some forms have been made and retired in that time. Most fields are reused but some aren't and I'd like to clean house some. Is there a query I can run that will report every Incident/Service Request Additional Field
Custom fields limitation?
Hi, We are currently extending our SD+ instance with custom fields where we have probably hit some technology limit of ~90 custom fields. Can anyone please confirm this is an expected behavior? Also is there please any way to have the number of custom fields extended by 4-5 times (i.e. ~500)? Any licensing issue or simply an app design limitation? Thanks a lot in advance. BR, Michal
[SDF-40244] Is there a way to use a solution in an incident ticket that sends the requester the solution and it's attachment if exists?
I don't see a way inside of an incident ticket to reply with a solution. Many of our solutions have attachments so the attachment would need to be part of the reply. I also looked at creating a reply template with the attachment as another option and
What is causing these 'auto saved drafts' ?
Hi In reviewing an issue in my Dev site I noticed a request with a whole bunch of drafts? I didn't save these. How did this happen and can I turn it off?
[SDF- 84957] How to hide/exclude default instance for some users
Is it possible to exclude some users from the default instance called IT helpdesk, or to hide this instance for some users? Because I want to create some new instances, assign several users to them, and they should use only the content which is offered
Print request automatically
Hello, is it possible to automatically print a request? We would like to set up for a specific category that the closed request is printed/export as a pdf-file (like in the print preview with all details) and stored in an unc-patch, so it can be transferred
Persistent global search box in 14103
Greetings! We recently performed a major upgrade of our ServiceDesk Plus installation, all the way from version 11 to the most recent build of version 14 (14103). One of the behavioral/design changes that stood out to us, is that the global search box
SQL DB write error trying to open the symmetic key before opening master key in the session
ServiceDesk Plus version: 11.3 build 11311 I have been facing several annoying issues during previous days, one of which was mostly complained about was the requests history not being recorded at all! I crawled the serverout logs on the server and found
Mail sent from two different SD Plus systems, communication breaks down.
When a request from a customer's ServiceDesk Plus system is sent via email to another customer's ServiceDesk Plus system, which creates a new request in there system. An automatic response is sent back with the new request ID. This response is not related
How to send Notify to requester is created by him/her
As title, How to send Notify to requester is created by him/her. I want notify to requester every ticket create by requester. But it just send notify to requester when ticket create via email or ticket create by other requester/technician. Pls help me
[SDF-70650] Adding custom dashboard report like defaults
Hi, I need to add custom dashboard report like default reports by filter them. Is it possible?
Widget Open projects by Department
I'd like a widget based on Open projects by Department how can I source this bespoke widget to add to my dashboard? Many Thanks Maurice
Disable Onhold Status for Task
Hi team, Is there any way to disable the onhold status for the task assigned to techncicians? One of my internal request is not to let them stop the timer for the task associated to them, but I have not been able to.
Support Issues
I'm submitting this as a discussion as I haven't found a better way to complain about this issue. I will start off by saying that you guys have a great product and it functions great most of the time. When I have issues is when the big glaring beast rears
Minimum characters in the "Resolution" tab.
Hi Team, Sometimes when an incident is answered as "solved", however more context of the solution that was given is necessary. We have added some previous sentences for the technician to fill in, but we have seen that by putting those words, it is no
How To Reset default guest password before applying license
Dear Technician, Need Help after upgrade application Servicedesk Plus Manage Engine to ver. 14.1, i cant inject license. the command said i must : Reset default guest password before applying license how to step to reset default guest? Many Thanks
Our SAML login suddenly stopped working.
Hi, We would like to get some help to read the logs and see the images below, maybe we're just missing something? I don't recall seeing additional fields in earlier version (13...) but it has worked for a while since latest update. Yesterday SAML login
Search function issues
Hi, After doing some upgrades from 12.x -> 14.1 we're having trouble with the search function being a bit unreliable for some users. It seems to be related to languague set on the user profile, but not quite sure exactly as to why - I checked the forums
[SD-34037] Suite Software with multiple Manufacturer
It's a common behavior Suite Software contains Software of multiple Manufacturer. Example: Microsoft XXX Redistributable will be installed / required by many application. Today there is no way to have a Suite Software with Redistributable (Microsoft)
Disable SLA Drop Down when creating new SR
Hi, Is there any way to disable the SLA drop down for SRs. After making any SLA as default to a SR its show when any one try to raise ticket using that SR. But issue is, if the end use click the down arrow and set "select" and submit the request then
Scheduled report
Scheduled report unable to send, returns this error:
Attachments on requests in Outlook add-in for ServiceDeskPlus
Does the Outlook add-in for ServiceDeskPlus support adding attachments?
Replies and forwards on requests not including the latest/previous message
Hi, ManageEngine Team! As of recently, our replies and forwards on requests (Conversations section) are no longer including the previous message/email in the chain - only the original, incoming email/message is included (from ticket creation/description).
Viewing tasks for requesters
Hi, I would just like to ask if there is an available option that will enable the requesters to view the tasks associated to their requests? Thanks! Geraldine Legaspi
[SD-106990] The site field does not exist in the user list
Hello In versions before 14.1, it was possible to search the list of users by site. Why is it not there now? Please add it in the next version. If there is a workaround to solve this need, provide it. SDP v14.1.04 DB: MS SQL Thanks
Move SDP to another server and move DB to another server
We're planning to migrate our SDP from one server to another and also move the SQL DB sitting in another server to a new SQL DB server. Has anyone done a similar exercise and can confirm (or please provide suggestions) if the following will work: Move
Email ID's to Notify
The "Email IDs To Notify" is a very useful feature. However, it does have a major drawback in that a general user is required to know the email addresses whereas a tech can display a list and select the addressees. The ability to display a list of users for selection should be made available to all users of SDP and not just those with tech access
[SDF-88494] Add Columns to Associated Changes View in Projects
Good morning, I'm requesting a feature to add columns to the "Associated Changes" view in Projects (screenshot from your demo site below). We are currently able to add columns to the "Associated Requests", but not changes. We are specifically looking
Mail fetching acquiring some target folders
Hi Team, As I know, now the mail fetching in SDP just acquires the inbox. But in some scenarios users want that mail fetching can acquire the target folders according to our configuration. And another itsm system can already do this, eg otrs.
[SDF-83883] Zia intelligent robot dialogue language increase plan
我认为SDP是一个很好的ITSM工具，尤其是内置机器人，可以释放大量的人力。但是，Zia仅支持英语。是否有计划添加 Zia 以支持多种语言。
Change Workflow Process
Dear Support, We need your support to configure the below process in change management
Importing a SSL certificate from a local CA fails at "Building certificate chain"
I'm trying to import a self generated cert from a CA i created. and its failing at "Building certificate chain" the CA keys are on the server that is running SDP. This instance of SDP is integrated with endpoint central, so I dont know if that has anything
Lost access to the portal through the browser
Greetings I ask for help in solving the problem with access to the ServiceDesk portal through a browser On February 17, 2023 at 13:30, a scheduled installation of updates on the server was carried out, followed by a restart After that, the ServiceDesk
Error while adding request via mail!
com.manageengine.servicedesk.mailutils.MailException: Error while adding request via mail at-com.manageengine.servicedesk.mailutils.RequestMailHandler.handleMailExceptionForAPICall(RequestMailHandler.java:1334) at com.manageengine.servicedesk.mailutils.RequestMailHandler.processRequestAddition(RequestMailHandler.java:1301)
All Reports return JRException: javax.imageio.IIOException: Unsupported Image Type
Hey all New install of ServiceDesk Plus version 14.0 Build 14006 installed on Windows Server 2016 Standard All reports return the error: Message : Dear user, Unable to generate the report, So please contact servicedesk support for further assistance to
Masterclass 2023: Episode 1 - Maximize service uptime with efficient incident management workflows [Feb. 23]
Hi there, We are excited to invite you and your team to the first season of this year's ServiceDesk Plus masterclass series. In the first episode, we will be discussing how organizations can maximize their service uptime with efficient incident management
Getting OAUTH2 to work with ServiceDesk Plus
Trying to get ServiceDesk to work with SMTPS on OAUTH2 but it keeps on throwing me this error. Anyone have any idea? Google searches are hitting dead ends.
Include service request resource fields in email template
We're using SDP 11128. We are wanting to use resource fields in an email template. When I use $ those fields don't show up. Is this just not possible? Thanks.
Hide subject in web form ticket submission and add custom fields to generate subject line
Background: We generally have a lot of install requests on a day to day basis. I am streamlining this process as much as possible. Problem I am currently having is the inconsistent naming we are getting from our ticket submissions from these installs
[SD-99567] SDP 12000 - Product Tour images
So I've just installed SDP 12000 into test today and I wanted to check out the Product Tour feature. What immediately stood out to me is that if I insert an image into a step, then when I preview the product tour that image invariably looks bad. At first
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