Encrypting 'old' attachment (existing) files
Hi I am enabling file encryption as described here: https://pitstop.manageengine.com/portal/en/community/topic/tips-tricks-password-protected-file-attachment Noticed that it only zips the 'new' files after you enable this feature. Is there any way to
failed CIs import with Date value in CSV format
When we import a file that has date values, it fails. We also change the format of Date, But the problem remains (file attaceted) Do you have a csv sample file?
How to - Stop generating request for same tickets.
Am new to manage engine and i would like to know how to stop generating tickets for each email conversation that i already created as ticket.
Pickup and View Details Buttons in New Requests Emails
We are wondering if there is a way to get back the "Pick up" and "View Details" buttons that were including in the "new request" email that the technicians would receive. I have not found a way to add them back after upgrading SDP.
Azure AD Guest User
We're working on creating a Service Request form in SDP on-prem to make a request for Azure AD Guest users, is there a way to improve our automation so SDP can send the request to ADManager to create an Azure AD Guest user?
Unable to Login After Upgrade
Hi, None of our technicians can login after upgrading from 11105 to 14104 (followed the correct migration sequence). It says the username or password is incorrect, which is not true. Any help would be appreciated.
Variables in Reply Templates
Hi, I am customizing a response template for our environment and was lookin for an option to add the following: RequestID CreatedDate CreatedBy Are there any variables that can be used in the reply template that could populate the variables above? Or
Bug: Change Workflow and CAB members
We've noticed that when adding/removing members of a CAB, the modified member does not get the approval email if the change type is linked to a workflow. Example: New member is added to CAB, new change ticket is created, approval request is triggered
Search function doesn’t work properly on Subcategory and Items
Hi All, We’re having a issue that when a assigned ticket with filled Category wont able to use properly the search on Subcategory and Item.
Report Workstation Keyboard and Mouse Serial Number & Type
Hello, I can see from the Hardware Tab on the the Workstation asset record you can view the serial number and type of mouse and keyboard connected to that particular workstation. Therefore, is it possible to run a report which pulls up the serial number
[SDF-83722] Import Task Template
It would be nice if: Servicedesk Plus ,Allows you to import tasks Template from an Excel file.
BIOS date
Is there any possibility to query the BIOS date? I can see the date in details of an asset but I cannot find the field in the database schema.
Technician Associated Assets
How Technician just can view associated assets on Home page like requester? Now, all Technician can view all assets.
[EMS] - Moving request between instances causes loss of information
In our HR instance we have a template setup with a several resource sections. When we move the ticket to our IT instance the description field is retained, but the resource sections completely disappear. When we move the ticket back to HR the resources
[SOLVED] Requesters no longer able to view custom request templates
Hello, I have an issue where I have custom incident templates which used to be accessible to requesters, however they can now only view the default template. Technicians can still see all the custom templates. I don't think I have changed any of the settings, so I am unsure why they can no longer see the custom templates. Technician view: Requester view: Does anyone have an idea? Thanks in advance
SDP using Azure SQL Managed Instance?
Has anybody tried using ServiceDesk Plus on-prem with a MSSQL DB in Azure? We need to replace our aging SQL servers and we've considering moving them into Azure SQL (with an ExpressRoute of course)
Shared Request Custom Email Notifications
Hello, We would like to know if it is possible to have Shared Technicians/Support Groups on a request receive email notifications containing any new appended replies to the conversation? I want to have the request's conversation thread viewable in the
Bug in OLA definition for multiple site with diffrent support group
Hello We have defined several sites in the SDP (London, New york, Paris). Each site has several separate support groups. Now we want to define SLA for each site and also OLA for different site's support groups. We found out that when we open the SLA settings
Problem to Upgrade ServiceDesk to 14
Hi, we have atm the version 13.007 when i update to 13.0012 there is no Problem but when i make the Upgrade to any Version of 14 the Service dont start can some one help me? Which looks you need?
[SDF-63933] Change View filters to include roles
At the moment we can only filter change views on the following roles: - Change Manager - Change Owner - Change Requester We have some additional roles that we would like to filter by so that team leads can see all changes their team are due to implement
Custom Audit report
Can you give me a query to deliver a report for audit changes specific for hardware removal and change of componant with date/time/user/location
Report Workstation Monitor Serial Number & Type
Hello, I wonder if someone can help? I can see from the Hardware Tab on the the Workstation asset record you can view the serial number and type of monitor connected to that particular workstation. Therefore, is it possible to run a report which pulls up the serial number and type of monitors connected to all workstations? And if so how? Thank you in advance. Paul
How to assign multiple asset name (in diffrent type) to one user in one moment
Hi, I assigned monitor (MO-2120) and workstation (PC-0050) and printer (PR-451) to one requester (ex: John Doe). Now I want to change asset ownership PC and Monitor to another requester (Jack Mark) in one moment with one click. Whats should I do? SDP
Customise recipients in New Notification for Requests
Hi, Is it possible to add custom recipients instead of a set list for a reply template / notification as below: So instead of picking a specific person, we can use the fields such as "$userName" and "$userEmail"? Thanks! Mike
Software Asset
By mistake I assigned, to a software, the CI type. By assigning it the software is listed in the CMDB . I would like to remove it, removing the CI type from the Software, how can I do it ?
Reply to initial request
When replying to an initial request, the original request is not included at the bottom of the reply. When replying to additional replies the last conversation is appended to the bottom of the reply. This behavior is present in 14101.
Bug: Cannot view ESM sections Users, Security Settings, etc
This is a bug report. Affected versions: Version: 14.1 Build 14102 Since: 12.* (We became customers at this verison, we assumed you would fix this) Description: The sections "Sites", "Privacy Settings", "Users" and "Secrutiy Settings" cannot be opened
EmailSignature at a resolution ticket
Hi, Is there are a problem with the signature variable in the notification rule for "E-mail user when a request is resolved"? When a requester submits a ticket and has signature and the technician then resolves it, in the end of the mail shows the technician
Unable to login via mobile site or Android App
We have SDP installed, we can login without issue from the desktop site, but we get "incorrect password" when trying to login from the mobile site. This is true from our phones as well as a desktop browser. http://helpdesk/ = working without issue http://helpdesk/mc/ = unable to login What could be the cause and fix for this issue?
How to integrate Service DeskPlus with ServiceNow
Hi, We're planning to integrate Service DeskPlus with ServiceNow. Request you to provide the process steps/API for the integration.
Close request
Hi teams, We have the last build 14.1 Construir 14103. When we update to the latest version, the notification email to the applicant for case closure fails, and does not allow them to close it.
Can you make child tickets update the parent
When a linked (child) ticket is updated, can you make it so that the note is also added to the parent?
Set Request Table view for requesters by admin
Hi, New Idea, Set Request Table view custom Columns for requesters by admin
Set Image to Sites
Set Image to Sites, it's very useful for separating Sites
How to - migrate to another server, can you install the latest version
I have a question, If I have installed servicedesk plus version 11, it connects to a SQL database and I want to migrate to another server, can you install the latest version of service desk and then connect to a copy of the SQL database so you don't have
Build 14104 - When assigning a unassigned ticket that has no categories the assign box does not close
Build 14104 - When selecting "Assigned To" and assigning a unassigned ticket that has no categories the assign box does not close. This is from the main view of a ticket, if you hit the drop down for "Assigned To" and enter a techncian, then the categories
How Get User Additional fields value on script of Field and Form Rules?
How Get User Additional fields value on script of Field and Form Rules?
report to get all technician and assigned roles in sdp?
Hello, I need a report to get all techniciat and the with Login name, created date and the assigned roles to each technician in the list. Please assist me with the query. I'm using PGSQL. Thanks.
SQL Query - Technician List
Hello. Could someone please provide a simple SQL query to get a list of all active Technicians in SDP? The methods I used to use have apparently become obsolete as table structures have changed with various SDP releases. (For instance, at one point,
Upgrade to 12000: skip forced backup
Hello, looks like -DSkipForcedBackUp_11200=true doesn't work anymore. What is the new option to skip forced backup when upgrading to 12000 ?
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