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
Creating reports for department request summary
I am seeking help in creating a weekly email report PDF that offers a summary of all service request submitted per department. Trying to create these via the custom report wizard seems to constantly return blank.
"Send notification to group technician(s) when a request in this group is updated." doesn't notify
I've added a technician to the "Send notification to group technician(s) when a request in this group is updated." function under a Support Group. But they recieve no notifications on incoming e-mails nor status changes etc. What is the criteria for counting
Change "Default Request" name and description!
Why we cannot Change "Default Request" name and description yet on last SDP version!?
Google Chrome not resolving url
Good Day, Chrome all of a sudden stopped resolving the internal url for our service desk. I recently upgraded to Windows 11 so I thought maybe that caused it. I also tried on the server itself and it does not work with Chrome. I then patched to the latest
Change Closure Rules
Can the change Closure Code be added to the Change Closure Rules so it is required for closing?
Assigning a request to more than one technician
Option to assign the same request to more than one technician. Discussion on this: http://forums.adventnet.com/viewtopic.php?t=16563
Possible to prioritize ticket by answers to dropdown boxes?
Let me see if I can lay out what I'm thinking, and hopefully, someone can help me figure out how to do this. When a user goes to enter a ticket, I'd like them to have two dropdown boxes, one labeled "Impact" and the other is "Ugency". I'd then like the
Export Full Service Catalog
Hi, Is there a query that I can run to export all catalog items with full details including all templates and custom fields? Any assistance would be appreciated.
Can we bypass approvals for some requestor
Good Day, Can we bypass approvals for some departments or users/managers.
System-API as a technician account - is this needed?
Hi, we're running close to our license limit for how many technician accounts that we can utilise. We have one with the name 'System-API'. Is this necessary to keep as a technician account? We are running API calls with some scripts, but surely it doesn't
Variable ${subject} no longer aware of incoming email subject since upgrade to 14.1 Build 14103
Hello, We're adding this to the pile of new issues and behavioral problems, that were introduced since we upgraded all the way from ServiceDesk Plus 11 to 14.1 Build 14103. For notification templates in version 11, the ${subject} variable retained the
Zia Approval prediction - Email responses
Hello, I've noticed that when using Zia for approval prediction, a copy of the approvers email response is not appended to the call. When we accept or reject the approval prediction there is then no record other than the history tab of that approvers
Query editor environment
Idea: Can servicedeskplus the query coding environment look like this picture? With format, format and color? This is very useful for making reports
Logging out a technician
Hi, I need to know a way where a technician can be logged out (either via query or via some inbuilt setting option) forcefully. We have tech auto assigned enabled and sometimes tech forgets to logout when completing their day. This causes all the incoming
AD Manager Plus Integration w/ Service Desk Plus
I'm trying to setup the integration between ADMP and SDP....I've got the ADMP side setup correctly and tested, but when I setup the SDP side I get the following error -- "Services Not Update", it pops up then goes away after I hit Test Connection and
Query that lists pending approval of a particular service approver With latest version (13.8)
Hello, I found a query from the following pitstop request: Query that lists pending approval of a particular service approver: (manageengine.com) That worked very well, but after I patched our SDP to 13008, no other entries are found with this query.
Windows File Browser Dialog in a TextBox
Hi, I have a TextBox in a Request Template where the users need to type the network folder path that they want to access (only the path) for I can attrib access permissions to his. Is possible to set this field with System.Windows.Forms.FolderBrowserDialog
SDP Upgrade Failure 11010>>11100 Ticket 8533673
Hi, There is an open ticket, but I have not received a response for several days. I can not update SDP to version 11100. The log files are attached. I have taken the following steps according to the feedback from support: 1. create a dummy file under
Populate Instance name underneath ESM Logo on ESM Portal
Hi All, We are on SDP 14.1 Build 14103 and keen to know if ESM Instance name can be put forth underneath ESM Logo in the ESM Portal. Enclosing screenshot from our existing ESM wherein Portal name is onto the right of ESM Logo. Regards,
Send SMS to technicians' option has been removed!?
In Business Rules, Option: "Send SMS to technicians" removed on new Servicedesk release!? In which section should I put the SMS notification rule? To send SMS based on this condition..!
query
Is there a way to make a query that lists the requests that an asset has had? previously it was possible with a table called "WorkOrderToCI" but now that table does not exist.
CC user on ticket creation
Is it still not possible to automatically cc a user on all incoming tickets?
Export all solutions from ServiceDesk Plus.
Hi, We are running ServiceDesk Plus 14.1 Build 14104 and our database is MSSQL on-premise. For resilience we would like to have a backup of all our solutions either available as a PDF that we can print or via softcopy that could be accessed in the event
email notificatione when Ticket swaps Groups
Hello again, we want to send an automatic email, whenever we swap a Ticket to another Group. Ic can only find an option to do this when the ticket is created in taht Group, but not when we dipatch it to that Group.... Do i miss something or is there no
Email Address Selection / Auto Complete
It there a way of turning the auto complete email/requester option off on the ServiceDesk as we are having several issues with it. If not can this be added as a feature request. It appears this was also raised about 5 years ago here http://forums.manageengine.com/topic/email-address-selection with no response from the ServiceDesk team. The main issues we have are The drop down selection contains AD users and customers so the list excessively large. There is a very high risk of a technician accidentally
Changes
Hi, Currently we are experiencing an issue within the Changes category. When someone is added as an approver and clicks on Approve from the top right menu, the approver is still shown as "Pending Approval" within the Level 1 : Level Created By Workflow
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