i am not able to make end user portal
please guide me i have make a technician trial account please guide how to open service end user portal
How to change a closed ticket for the author of the request?
Hi! How to change a closed ticket for the author of the request? Or suggest an option to reopen ticket without reply in the ticket like here - https://pitstop.manageengine.com/portal/en/kb/articles/to-reopen-resolved-ticket-by-requester-reply
More than 100 User Groups cannot be selected
Hello! I'm trying to add a user group to a template, but I get an error (screen). Can I change the limit or how to add a group of users to the template above 100?
Purchase Process - Cannot Process PO
Dear, I have an issue as some old PO with items received and paid for are still in "Approved" state because linked PR is Closed Could you provide a solution (workaround) to Close these POs ? Thanks in advance!
Simple "billing" report
I am attempting to create a report that will list all closed tickets totaling the "total time taken" from worklog activities only. By using the query below, tickets with multiple work log entries are listed multiple times (one for each worklog entry)
How to associate a request with a release?
We currently use the Changes module in SD+ to manage custom application deployments. We create a change for every release. We associate requests with the change to show what changes were made to the application. We use requests because 1) they can be
Bulk Copy Service Tags into Asset Tags
We are trying to create annual Asset Reports that include both Workstations, and Monitors for each department. I have an working report, but since Workstations scan their Service Tag into a dedicated field which cannot be pulled using an All Asset tabular
Using REST POST to edit a Multiselect Additional Field
I have been working on a way to create new requests using the POST function of the REST API. So far I have had no issues setting info in the default fields (Subject, Description, etc), but I'm not able to get a custom Multiselect field to accept data.
Send Email on Form Submit
Hi Team, I have a new user form where I want people to tick which training the new user needs and depending on what is selected it sends emails to those specific training to tell them to add them to the training list. Basically on form submit i want to
Possible to append email replies to ticket?
When a technician replies to a service request via Outlook client email, SDP creates a new ticket rather than appending the email reply to the ticket. Is this possible in SDP? I have technicians who need to respond via their mobile devices and this generates a huge amount of duplicate tickets.....
Email Reply from customer is not added to requester conversation part in ME SDP 9.0 build 9048
Hi Experts, When technician send mail from ME it goes to requester mailbox. if customer reply this email, this reply email does not reach to technician either his mailbox or added in requester conversation part. we are using " servicedesk " user to send/receive mail from ME. And all reply mail comes in servicedesk mailbox not in technicians mailbox or added in requester conversation part based on ticket number. is there any way to configure it? we won't use email to ticket feature right now. Mohammad
Multiple Issues with 14.0 : Rate Limit Exceeded and Double Spacing in Replies
Hello - There are multiple unresolved issues in 14.0. 1. Rate limit exceed by <username> This is a major deal because it's crushing resources on the server 2. Replies in tickets are getting double spaced. This does not look professional Both of these
[SDF-106525] How Can we Hide/Remove the Other Statuses under Implementation Stage of Change Request?
We have many Statuses under the "Implementation" Stage of the Change Request. If the Status is “Business Analysis” How can we hide/remove other Statuses and show only two Statuses under the Implementation Phase? How can we achieve this through Field and
Format dates
Hi, I want to format the dates in the reports to mm-dd-yyyy format but I can't find the way to do it and the LONGFORMAT function is showing in the format dd-mmmm-yyyy H:m. I already tried with DATE_FORMAT(FROM_UNIXTIME(mcdt.FROMDATE/1000),'%mm- %dd- %YYYY
How to disable "Pickup" options for Technician?
Hi, I want to disable pickup options for technician? is there any way ? by using scripts or Database command or field and form rules or trigger? ME SDP ver 14.0 14003 MSSQL deployed in RHEL 8.6 Md. Golam Rabbany
Showing Different technician different dashboard view
Hi, I can create many dashboards and able to share dashboards in different technician but all technician are seeing the same view ( i.e his group only). I want to show multiple groups tickets status in dashbaord view to a technician although technician
Customize technician email reply
Hi, When a Technician replies a customer request, "Category:" and "Description:" appears at the top of the text box. Plus Technician has to press enter a couple of times in order to create some space for answer. Additionally after the technician replies
[SDF-107643] Home page - My Tasks
Is there a way to change the My Tasks widget to display "Due Date" instead of "Scheduled Start"
Can I add web links to a request template?
I'm trying to add web links to a request template but they aren't links when I try to open a request using the template. They look like hyperlinks but they have no link. I'm attempting to link to a SharePoint library document with our request procedures.
Request Management - service template resource questions
Service templates resource questions. This report helps to find the resource questions and values chosen in the request. SELECT WO_Resources.WOID "RequestID",
CatalogResource.TITLE "Resource Question",
Questions.QUESTION "Question",
ResourcesQAMapping.ANSWER "Answer" FROM WO_Resources
LEFT JOIN ResourcesQAMapping ON WO_Resources.UID=ResourcesQAMapping.MAPPINGID
LEFT JOIN CatalogResource ON wo_resources.RESOURCEID=CatalogResource.UID
LEFT JOIN Questions ON Questions.QUESTIONID=ResourcesQAMapping.QUESTIONID
LEFT
Remove Resolved option under Status
We would like to remove the Resolved option in all Incident templates You cannot remove this under Admin > Helpdesk customizer > Status as its a system default. I'm had some success with Field and Form rules by executing the following script On Form Load $CS.removeOptions("STATUS",["Resolved"]); This works when creating a new ticket, editing an existing ticket via the Edit button, or clicking to edit the fields. However, if I view a ticket and switch to the Resolution tab, the option is still available
[SDF-77584] Notify Change Owners when a reply is received
Currently, no onegets notified when a reply is received and appended to the conversation history within the Changes module. Replies often go unanswered because our Change Owners are not alerted. Current workaround is for the Change Owner to go through
SDP v14102 - Linux - Mail Fetching issue - EWS Oauth
Hello, Since last upgrade we start to have issues with our Mail Fetching Service (Office 365 - EWS OAUTH) due to suddenly stops: Logs attached. Regards.
Change Management - report on change approval details
SELECT chdt.changeid AS "Change ID", chdt.title AS "Title", orgaaa.first_name AS "Change Requester", qd.queuename AS "Group", ownaaa.first_name AS "Change Owner", catadef.categoryname AS "Category", priodef1.priorityname AS "Priority", Longtodate(chdt.createdtime) AS "Created
Create different response forms for internal and external domains
Good afternoon Tell me if it is possible to distinguish between an automatic response for external and internal domains Example, when an application comes from an internal domain (contoso.com), the user will receive an automatic email about the creation
[What's Cooking] Upcoming New Features and Enhancements for Build 14000
Dear Users, We are pleased to inform you that the following features are scheduled for inclusion in one of the upcoming service packs. Timer Actions for Requests: Introducing timer actions to trigger time-delayed custom actions on requests. You can configure
[SD-105434] Scheduled report maximum recipients
Hello After the last update I noticed I could not add recipients to one of my scheduled reports. Prior to the update, the report had approximately eight recipients, now I can't have more than five or so. If the maximum length of the To field cannot be
User ID replacement
Greetings. Perhaps you can ask to provide an example of a query in the database to replace the user ID I need to change the owner of all requests that were previously created by a user with id 102 to a user with id 120 So that a user with id 120 can see
How to hide category options in specific templates
Hello, I'm currently re-configuring my company's ServiceDesk Plus and we have an issue where our Help Desk is being shared between 2 companies. We'd like to differentiate categories from them so we only display what is relevant to us. So I'm creating
Assigning a team and categorising multiple requests
Hi all, Our company have an ongoing requirement to be able to select multiple requests (30+) and assign a team, as well as a category and sub-category. The only way I can see to do this at present it one by one, which is extremely time consuming and not
How to export users?
We are working to set up some new features in our environment and have come to the realization that our list of users is extremely bloated. Before going in and deleting all the invalid accounts, we would like to be able to get an export of the current
Licensing Error after restore
I had to restore from a backup file from my database crashing. I installed the same version of 11309 with the option for Standard Free w/5 technicians which was what we were running prior to the crash. Now when we login, we are getting the following license
Unable to reset SDP administrator password
Hi, I'm using On-Premises version of SDP and EPC on evaluation mode and planning to apply for a license by end of this month. I have configured it with PostGreSQL DB. I have followed the procedure as in How to reset administrator password in ServiceDesk
[SD-107351] Notification bell / Replay ticket
Hi, I have upgrade Service desk plus to 14.1 Build 14102 and now: 1. notification bell is not woking, when someone replay to ta ticket. 2. when you replay someone from SD, you cannot add attachment. I have found the last one... I have to scroll down...
How to migrate SDP from Window Server to Linux
Hi Team, We want to migrate the SDP (SQL server) from Window Server 2016 to Linux Ubuntu Server. So 1. Can we just migrate the application to Linux, but the database still running on SQL server (no need to migrate to PostgreSQL as we have some view/ script
New Requests sent by email with similar subjects are getting appended to closed requests
Current Version: 13.0 Build 13004 Over the last couple of months we've noticed an issue with requests that are emailed using email templates to create new requests. For instance, our HR Department sends and email when employees are hired / terminated.
Technician cant see any ticket of other group
Technician is not part of group but wants to see the tickets/requests of that particular group? is it possible? I tried share request options but it only a notification not listed in my view. Also I tried with Site but its showing all requests in technician
Notification of the manager of the specialist
Specialists have the ability to change the status of a task to "suspended" or any other. We want to set up a notification, if a specialist repeatedly changes the status of the application to "suspended", a notification is sent to his manager (attribute
Preventive Maintenance now Maintenance - OK but there are major changes
Moved from 13001 to 14006 - I am not understanding why PM schedules were auto changed from monthly to yearly just because of the change to a maintenance module? Also, why can I not change them if I am not in the same time zone as the server? This also
about the purchase
Hello, How can I do the transaction I think about the purchasing module? - I created a template with the name of a new purchase form in the service category. - Is it possible for the person who wants to make a request to create help with this template,
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