Add Notes > "You cannot mention requester in private note"
Hello, When working on a submitted Incident in ServiceDesk, and I invoke the Add Notes window, and in the body of the note I Tag another technician (e.g. @evelasco ) to notify that technician of my note and DE-SELECT the option titled "Show this note
How to create new read-only user on postgres
Hi, I need to set up a DB user (Postgres) to read some data from servicedesk db. I tried to follow this official guide https://pitstop.manageengine.com/portal/en/kb/articles/remote-read-only-access-to-database-for-postgres-customers , but I got stucked
Outlook Calendar integration
Dear ManageEngine, Is it possible to integrate Office 365 Outlook Calendar with ServiceDesk Plus? I saw a guide on syncing Microsoft Calendar with SDP, but that is for technician leave purposes. I want to sync scheduled activities in Outlook Calendar
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Email-to-request function has changed type of attachment.
We've faced very rare case when received email with attachment where filename has 3 dots before extension like "myfile....pdf" Outlook shows it correctly, but ME SDP v14006 during creation request from the email converted attachment to "myfile__pdf" so
[SDF-99229,SDF-106834,SDF-106835] Is it possible to view Changes in Kanban view?
While I've been able to find a view for the Requests to be viewed in a KanBan view is there the ability to view Changes in this view rather than a list view? I have seen a request on here asking about the same but for the Project view, so I get the feeling
Problems when upgrading from version 9.2 to 9.3.
Good afternoon! Recently I wanted to upgrade the service desk from versions 9.2 to 9.3 and further to 14 versions. I have a problem right now during the update. Further screenshots. Help solve the problem.
Incoming Mail initial set up not working
Hello everyone, I am setting up SD+ for the first time and am trying to set up incoming mail settings. I have gone through the OAuth settings for O365, and set up as EWS. When I click on save, the pop up has me log into the O365 portal. The problem I
Request REST API
Hi guys, Can we get/update the approval stage & approver in request module via REST API ?
Custom Reports for ServiceDesk Plus - Tracking Request Approvals
As a proactive ManageEngine reseller we were recently contacted by one of our customers who was interested in tracking the Approvals Requests made from requests in ManageEngine ServiceDesk Plus. They were interested in tracking the following information: When the authoriser received the request for approval When it was approved How long it has taken the approver to action the request What is the average time to approve Now the Reports module in ManageEngine ServiceDesk Plus doesn't currently support
Office 365 Stopped working - OAuth window Blank
The Office 365 email settings were working yesterday morning (new tickets were coming in via email). It then stopped being able to communicate to the Office 365 portal. No settings have been changed on either end. When I try to fetch incoming mail, I
Upgraded build 13009 - 14006, filter and sorting issues.
Hello, We have recently upgraded our ServiceDesk Plus from build 13009 to 14006. Maybe we shouldn't skip so many versions but what's done is done. We've noticed that filters in Request menu, both published and private, disappeared. Should we add a filter
Remove Double Spacing
Hi, I'm trying to create a script to remove any double spacing from a specific field when a user submits a form . I have tried .trim() but doesnt seem to work. Any help appreciated. var inTRIM=$CS.getValue("WorkOrder_Fields_301_UDF_CHAR18").trim();
Immediate 'First Response' breaches when requesters re-open aged requests
Hello, While certainly not a bug, I'm looking for ideas to solve this particular issue (currently on OnPrem v12 but soon to upgrade to v13): A request is received. It has a target first response time of 4 hours. The first response target date & time is
Technician's Accessing Requesting User Help Desk View when Submitting Their Own Help Desk Tickets
Hi, I am hoping someone can provide some insight on how to configure for the following use case: The technicians at my organization are also requestors of tickets. That is, they may be assigned as the technician to various ticket types (ex. IT team recieving
Change Planning Checklist
Is there a way to pre-populate an actual checklist in the checklist field for change planning? Or better yet, make the checklist a series of yes/no questions?
How to remove the Site and Asset field from the below Template
Dear Team, How can we remove the Asset and Site fields in the form designer for the Requester View ?
Report Usage Sorry, unable to execute the report, as a report generation for this login is already running.
Hi all, im trying to run a number of reports and im getting the following error. It has been like this for over an hour. I have logged off and also rebooted my client, still the same issue. I'm guessing there must be a process running server side. Any ideas Thanks in advance
Change asset status from a ticket
Good day, Is there any way to change the status of an asset when you create a request or a CR? When a technician review a ticket, maybe he will need to change the asset status as "In repair" or "Expired" (If a PC or laptop can't be fixed). Or when we
read mails from members of group or role with deluge
hello, is possible to get a email list from all members of a group with scripting? In example: group field is: helpdesk script deluge (imagine): helpdeskMailList = requestObj.get("group").get("mails")
[SDF-98513] Reply all and BCC in next release?
In looking at the next release of SDP. I see there is Reply All option in request conversation and description sections I hope this means that there are additional changes in the way SDP currently works. Currently, if there are CC'd recipients in the
Same user in different ESM instances
Hello, Hope you are doing well. Can you please share the configuration steps to arrange a user who is end user for Instance 1 whereas same user is technician in Instance 2. At present, it has been noticed when a user login he can see dashboard with Instance
How to create a widget
Hello I need a dashboard widget that shows me the components and their count in bars How can I make it?
request "Need more information" for approvals
Dears, any update about the below feature and when will be release ? and what's options will include this this option it's taken very long time and still under implementation
Query to return active Category/SubCategory/Item
Hi guys, I've got a Custom Query that returns the Category, SubCategory and Item names from ServiceDesk Plus but I can't find a way to filter it so that only ACTIVE records show. I've observed that each related table has an 'IsDeleted' column, but in all records (active and inactive) that field appears to be empty. My query follows - would appreciate assistance on filtering to show just the active records: SELECT cd.CATEGORYNAME "Category", scd.NAME "Sub Category", id.NAME "Item" FROM CategoryDefinition
How can I create a service request template that requires approval?
How can I create a new service request template that require approval? If I look at one of the ones that comes included, such as user permissions it has more details for approvals under the workflow tab. In a new template I create, I only get the options
Stock Management
Forgive me if this feature already exists (could someone point out where it is?). We have a stock of toner for photocopiers, and it can be hard to keep track of how much toner is left so more can be ordered. What I was thinking for this feature if (for example) toner was added as an item with a quantity, then when an incident is created, there would be a field for the item that is required for the incident (in my example it would be a toner cartridge). When the incident is resolved/closed, the
Asset field mandatory on incident request on ServiceDesk on premisse?
Hello everyone, how are u? In ServiceDesk Plus on premisses, is there any way to make that if an incident doesn't have asset field completed, it cannot be closed? This I cannot mark that field as requiered at incident template level, and I don not have
Group Mail in a Technician Group
Hi. The part I cannot figure out from posts in this thread and the brief paragraph in the online manual is what do I do on the exchange/email server side to get group mail working. Anyone able to help?
Searchable Employee List
Our work environment is a bit different then most others. Our general employees (we call them agents) do not open tickets themselves. They reach out to their supervisors who in turn open the ticket for them. Right now by default the requester (the supervisor)
Report on hours when service desk requests are logged
Hi We use service desk plus, web version. I am wanting do get a report of calls logged by hour to help establish staffing levels - is this possible? I am looking for a bar chart by hour of day showing number of calls logged each hour - is this possible?
Generation of API Key in managed engine trial version of servicedesk plus
I want to generate API key for integration with managed engine service desk plus but i cannot find generate api key link anywhere in trial version of managed engine service desk plus . is there any step by step guide for that .
SDP zia bot chat masked specific words (foul words) when detected
Is it possible in Zia bot chat to masked any foul words when detected?
[SD-106990] Unable to add or search by column name "Site" due it to be removed
It appears since upgrading to 14000 - 14004, we are missing the ability to re-add or use the column "Site" to reappear in the Users list and search by this column. The column was there before the upgrade and is now gone completely. You also cannot go
Adding custom scripts?
ManageEngine SDP is missing a key feature on templates and that is a user name injector/placeholder for the currently logged in user that is responding to a ticket. We need to be able to inject the current user name (object property `sdp_user.USERNAME`)
Service pack downgrade
Hello, We have a test environnement of SDP on version 14000 and our production environnement is on version 13010. Because on the test environnement we noticed all custom views have disappeared, we want to roll back on service pack 13010 on the test environnement
[SDF-44841]How do I Edit the Requests Dashboard Widget?
The Requests Dashboard widget is great but it shows weird columns for requests by technician that are unhelpful, I would like to select which columns are shown in this dashboard, is that possible? I have created what I wanted as a Report and then a widget
How to know that installed manageengine service desk is 32 bit OR 64 bit architecture
I want to know architecture of manageengine servicedesk plus which is installed on premise server.
Microsoft Flow Injection of a ticket
Has anyone used Microsoft Flow to API inject a ticket? I would like to build a "wizard" in PowerApps to "On-Board" our Employees. Currently we do it via a SharePoint Form and a flow that emails the data. I would like to be a little more efficient by
[SDF-106791] Change reporting - need to add 'Review'
HI Can you please add the column ' Review' to change management reporting? I use this and it is not available to display to my technicians in a change report:
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