track the number of changes dueby date on a task
We want to know how many times dueby date has been set for the task. Can this be reported?
Can we use FULLDESCRIPTION from [WorkOrderToDescription] for Technician Notifications template.
Hi Team, Can I use FULLDESCRIPTION from [WorkOrderToDescription] for Technician Notifications template. We have some description in HTML form but as I look at the WorkOrder table, it removed all HTML tag. Can I use FULLDESCRIPTION for Technician Notifications
[SDF-81212] Mark red envelope as read with Button (or script) ?
Hello again, we are still struggeling with marking the envelopes as read. At the time we are using the workaround i got from other users: Sending an answer Email to an extra trash mailaddress. REALLY MANAGE ENGINE? This feature is with all other ticket
Scanning thin client
Hi We are using some thin client (WYSE terminal) and I wonder if there's any way to scan and retrieve hardware settings like i do on the regular workstations.. I tried wth current version (5009) and it failed.. Thanks!
Ability to View and Re-Enable Resigned Users/Technicians
It seems that currently in order to re-enable users/technicians who have been deleted and put into the Resigned state, we are required to contact customer support. It would be nice to be able to view the user/technician accounts who are in this state
Notify users who are in CC exception
Hi, We have enabled the "Notify users who are in CC by email when a new request is created" to Email. However, we would now like to have an exception to this rule. If the request comes e.g. from certain email address (or with certain subject), SDP should
Notifications subject after Upgrade to SDP v14
Hello, I just realize that after upgrade to SDP v14, all my notifications subject starts with the following text "##RE-$id##". Example: ##RE-10317##MORANGO - Ha sido generado el Caso # 10317 This is the my tech notifications config: The issue appears
add label on email response
Hello, We had SupportCenter+ and could assign a label with color to some email. is there a way to do the same on ServiceDesk + ? Thank you best regards
On Behalf Of option for Technicians
I saw a post from 2014 where someone was asking for an On Behalf of Option for the Technician. This is especially helpful for phone calls where you want to know who took the call and entered the request at a glance rather than digging through the History. Looking for interest in this topic to get it on the development table. Anyone else in favor of On Behalf Of option for the Technician? Thank you. Cheryl Ankrom Jennmar Corporation
Multiple Instances of ServiceDesk Plus
I currently have 2 instances of ServiceDesk Plus running on 2 separate VMs. I am just about to upgrade both to v14 and wondered if it is possible to run both instances on a single server. Is there any documentation to support a config like this? Thanks
Automatically closing requests after a period of inactivity.
Hi all, I've read posts on here that are almost what I'm looking for but they don't quite get the cigar. I'd like to automatically send out a notification to both the requester and the tech that the request has been inactive for however long and that it will be automatically closed unless its updated. Is this possible? Thanks, Mark. :D
How many times the status was set on the application.
Technical specialists can change the status of the application, sometimes put "suspended", then change to "open", then again to "suspended". We want to get information on how many times this or that status of an application was affixed during the life
Can we change the Service SLA based on Field Values in Service Request
Dear Friends, I have a Question: Can we change the Service SLA based on Field Values in Service Request? Scenario: for Example- I have a Service Category "Business Application" and i that category i have a service named " Account Creation". while defining this service, i have defined a SLA ( for Example- 4 Hours). I have also a additional field in this service called "Module" which is a picklist containing different modules of business application say - Collection, Sales, CRM Etc.
can we have Subcategory under service category and then in subcategory we have Field
can we have Subcategory under service category and then in subcategory we have Field
Request: Sending to more than one approver
Unexpected behaviour when attempting to send to more than one approver in the recommendation email. If we try to add more than one email to the recommendation email, only the first email will receive the notification and appear under the Approvals tab. Techs will then need to add each approver separately. This was not the behaviour in 9335 vs. 9405. Is this expected or an issue?
Delete service category's
Hi, We installed a new instance of ServiceDesk Plus (version 14.1 build 14101) and we run into a similar issue as the thread below. https://pitstop.manageengine.com/portal/en/community/topic/how-to-delete-service-category ServiceDesk is setup with the
How to Add a Button below the "Description" field to download a File?
How to Add a Button below the "Description" field to download a File? I have added a button through "Page Scripts" as shown below but How can I let the Users to download a File once they click on the button?
Monthly Category Based Ticket Report
Hello, I created a monthly Category Based Report and scheduled it to repeat every month. In the incoming report, only the current week's report comes. As a template; I am using reports by All Requests / Requests by Category. In the Edit and Filter options
About Add/Update Resolution
Hi, When we try to Add/Update resolution via API we get 'HTTP ERROR 500' response. We use the URL below for API. https://localhost:8080/api/v3/requests/100000002?PORTALID=301&TECHNICIAN_KEY=31D4D223-EA92-470F-A0DF-6BC8E8C1F038&input_data={"resolution":{"content":"testWotech"}}
[SDF-97666] Send Auto-email notification 1 week prior to Change Implementation date
Dears, We want to trigger an auto-email notification for our relevant stakeholders, 1 week and 1 day prior to the Change implementation. Curious to know, if someone has achieved above in ServiceDesk Plus On-Premise. Cheers,
Changing the default search selections
Hi, After upgrading to SDP 9317, we have found that the search field in the Requests module automatically searches for a ticket ID number, previously this field would accept any text or numeric string and display matching results. I have not been able to find anything in the admin settings that would allow me to revert to using the "Default Search" selection. Currently we have to change this manually before searching and it is becoming a problems with a high volume of searches every day. Is it possible
Service Desk/postgres to PBI
I have one question, has anyone solved the connection of onpremise postgres service desk to Microsoft Power BI? I got into the database, but I don't see any useful data in it that I could display, I would like to display dashboards of individual users
[SD-107304] Emails in CC when you Reply All
Hello, I have ran into an issue when you add some people in CC on an answer and then someone else wants to Reply All into yours, and they disappear. I'll attach some picture to describe more what I mean. As you can see in picture one (1), from my external
Upgrade issue from 10000 to 10500 build
Upgrade is failing from 10000 to 10500 build. Changed timezone troublshooting step but still upgrade fails.
IT analytics in 90 seconds: Identify problematic asset combinations
Leverage Analytics Plus' correlated insights on IT assets and help desk incidents to effectively curb the usage of problematic hardware and software assets. If you're not already using Analytics Plus, sign up or download your free, 30-day trial tod
Onhold Status Change
I've had a request for the ability to change a request status to "CLOSED" after being placed on hold for a certain period of time. Right now all I see is the option to move the ticket back to Open. Is there any way to add another status beside tha
Build 14101 - subject var ${subject} broken for answering conversations?
Now: In version 14.1 the ${subject} is always referring to the original ticket subject. Is this meant to be? Before: The subject from the conversation i clicked to answer was taken. Is there a workaround? We urgently need this behavior back. Long Story:
Oauth issue - Unsupported protocol TLSv1.3 - SDP+ v14101 - Centos 7
Hello, After upgrade to v14101, an error appears in my Mail oAuth config (both, incoming and outgoing). I appreciate your help with this issue. Regards.
Modify Subject to include custom text based on template used
Good afternoon. We have employee transfer events sent via email to several areas of the business including I.T. The subject as sent by HR is "April Transfer List Updated". I have a business rule set up to apply our Transfer template when we edit the
Change Domain Controller for Authentication from command line?
We had a DC go down, and it happens to be the one Servicedesk uses for AD authentication so we are unable to log in. Can this be changed from a command line?
Team Owner in Changes module
What is the purpose of the Team Owner field in the Changes module? Does it relate at all to roles or technicians for visibility? I'm a new administrator to the application and I'm attempting to right size access rights to the various modules (way too
Notification templates \ Insert images
Hello, I need to insert images into notification templates. Now it does not work out. Can do this in the next update? Acknowledge requester by e-mail when a new request is received. First Response escalation e-mail SLA escalation e-mail And others It will be wonderful. Thank you!
Duplicate ChangeOwner field in Change template
Dear All, Greetings! We are wanting to populate new field in Change template, a duplicate of existing 'ChangeOwner' field. The new field will be having a different name, but attributes going to be same as that of 'ChangeOwner' field. Keen to know, if
[Analytics Plus e-book] The IT managers' handbook for year-end IT reporting
As we're winding up this year, it's likely you're preparing your annual IT reports to present to your senior management. IT teams take up a sizeable portion of the organization's budget, and don't generate any active revenue—these factors make it crucial
Route multiple request from one email
Hello, We are routing Splunk alerts to ServiceDeskPlus and opening requests via a business rule. We do have a senario where we would like to open multiple request and assign them to different groups based on the specific criteria. This would eliminate
14.1 Build 14101 Threaded responses missing?
Before the update all our email replies would contain the thread of replies before it. After the upgrade we its only attaching the original ticket details even when in the 5th reply in. This makes it harder for our users. How do we go back to the old
Report to view the reopened tickets
Hi, Please provide us a query to generate a report of the reopened tickets. Also we would like to know where to make the ticket status has to be made the field mandatory as "closed" before reopening a ticket.This is because users are able to reopen a ticket which is just resolved not closed. Thanks & Regards Silsha
New - Desktop notifications - how to install for all and control
Hi I am interested in using the new feature - desktop notifications. But I have questions. How do I allow all of my technicians to have this feature? Do I have to go to every single technicians desktop and enable it - or is there a way to enable it for
Hi...Need to show Technician Mobile Number to notify requester when a request is assigned to a technician.
Hi Experts, In our Previous tool, we informed technician name and mobile number to the customer once our technician assigned the ticket. but in ManageEngine, this option is not present rather requester mobile, email present here (but it is not required ...I need Technician Mobile, Technician Email option here ---see attached file from ME) Note that, our customer don't want to see technician details by clicking request details rather they want to see this info in mail subject line. Can you suggest
Is there any way to allow technician to raise ticket on behalf of any requester?
Hi, Currently, technician can raise ticket on behalf of himself or any technician of his/her group but Technician can raise any ticekt on behalf of requester i.e end user. is there any work around? I am using ME SDP Standard Edition 14.0 14003 MSSQL
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