Response Dueby time
Is there a way to make the response time due by changing it by converting the ticket to In Progress instead of making a replay
How to Mandate Comments only for "Cancelled" or "On-hold" while changing the Status of the Request?
How can we Mandate Comments or Notes only for "Cancelled" or "On-hold" while changing the Request status? Changing the Status to "Cancelled" should prompt the Message to Enter the Comments or Notes while changing the Status to Cancelled. How can we achieve
Report request for progress on specific project
I need a query to give me detailed progress and updates on a specific project (projectid = 76) What are the updates on each task and comments
14005 Dashboard: Request By Technician links no longer opens fully functional window
Looking at the Request By Technician view, and clicking one of the number (whether total or tech count) No longer opens a new tab, but an alert window: That is missing functions you get (Actions button chiefly) that you get when opening a view on the
"User does not have sufficient privilege." when accessing from Chrome
Good afternoon, We have recently purchased and began configuring ServiceDesk Plus to deploy in our organization. This week we began demonstrating the new HelpDesk to staff, however today all requesters and technicians are having an issue when attempting
Trouble getting started with the API - C# .NET
Having trouble finding a good method of communicating with our new ServiceDesk+ server. I'm trying to do some simple request-based operations and I keep getting this back: I can provide more detailed information, but I've tried so many different configurations that I could spend all day typing what I've found that didn't work, I was hoping someone could provide me with a C# code example that did work.
Service desk plus REST API + .Net Code
Hi, Does anyone implemented below operations using .net code and SD plus REST API? If yes please provide the code examples. 1. Get Request 2. Add Request 3. Edit Request 4. View Submitted requests by user 5. View assigned requests for IT user Thanks Praveen
Network scan - Local Asset Credential not succeeded
What is the reason credential not successed in Windows 11 workstation when perform network scan? I am 100% sure the credentials is correct and both target and probe firewall is disable.
OAuth for EWS with Local Authentication users
Good morning, I have a couple of questions before I setup our OAuth for SDP Mail Settings. We have a mix of users in our on-premise portal. Most of our users are using AD credentials. We also have external users that use Local Authentication accounts.
Best practise SAML authentication for Internet Published Service Desk Plus?
We published a service desk plus onpremise into the internet, what the best practise for implement SAML (Microsoft ADFS server) to working securely from inside network and Internet? Do we have to publish the ADFS server to internet?
basic how to on widget creation
Hello! We are getting off the ground with our system, and we're looking at how to build widgets for our dashboards to help our monitoring of tickets. The majority of widget building topics seem to involve the self-service portal, which we do not use (we
Not not view requests after version 14.00 upgrade (Request custom filter is not migrated due to unsupported conditions)
Hi, I upgraded to 14.00 and got emailed the below. Since the upgrade I cannot view the request list, everything else seems fine. Looks like I have a filter view but no way to reset it: During the current migration, some request Custom Filter is not migrated
Default request view and progression
Hello, Is there any way to administratively dictate the columns of the request views so everyone see the presentation in the same way? Force a default sort? Also, continuing with the need for consistency, is there a way to force a certain on technicians
Is there any Script to send the email to Other Email Id . when Approval status changed to Approved. (Service Request Approvals)
Say, we have server request form with Approval Stages(1,2,3,). I need add a business rule to sent Email id which is not a part of that request (other person). when Stage 2 Approvals completed or Stage 3 Triggered. regards Surendar raja
Mail Sending Failed
Hello After hours of fighting to get email working, the server has been setup to use OAuth with EWS and it all seemed to go fine. After trying to "Send a Sample mail", i get an error "Mail Sending Failed" and the under that message in red is another message
How to create two request from same email?
Hi, If I send a test email to two different support groups - it will not create a request for each group. It creates one email for the TO group only. CC group request is not created. As it says in recent readme for version 13010 - it sounds like that
O365 Intergration guide
Hello We have recently installed and started to test ServiceDesk Plus, all looks great thus far, but I am having some issues with setting up email to O365. There seems to be no clear instructions on how this is performed. Could someone point me in the
Changing the status to "hold", make it mandatory check box Shedule status cahnge
When changing the status to "hold", make it mandatory check box Shedule status cahnge (check the box) do not save without setting.
custom trigger setup
I'm following the instructions https://www.manageengine.com/products/service-desk-msp/help/adminguide/configurations/problem_changemanagement/change-custom-trigger.html. I try to create a trigger, but an error comes out: "Check for extra space in executor
Requests page isn't loading after upgrade
Hello! We've upgraded to version 14000 and after that some of our technisians have problems with opening "Requests" tab. It is stuck on loading and doens't show any tickets.
Ability to search and auto-complete the Category / Subcategory / Item fields
We have Category, Subcategory and Item all mandatory in our request closure rules. We currently have an issue where technicians occasionally can't find the appropriate category for a request and so simply file it under Other to get the job done. This leads to inaccurate reporting. I would propose a fourth box (perhaps optional per-template) that allows free-text entry with inline suggestions from all three levels of the tree. If the user selects one, the three fields are populated automatically.
[SDF-100334] Import Request permission
Hello, Please can you confirm how I can give a technician that is not SAdmin permission to Import Requests? They currently only have the option to Export Requests. Many thanks Lisa. SQL Your Version : 13.0 Build 13005
[SD-106632] Request button not working after upgrade to version 14
Swapping to EWS OATH from POPS (Microsoft change) - HTTPS Issue
As the title states, we have deactivated all basic auth (IMAPS, POP, etc...) and will be using EWS OAUTH. Unfortunelty, our redirect URL is http NOT https. Is there a workaround for this other than SSL cert from a CA?
Query to export time spend report
Hi Team, we need an report for time spend in all the modules ( IR , SR , CR, PID) & Generic task as well with available coloums listed below.. please share the query asap Time Spent Request ID (Incident & Service Request) CHange Request ID Problem Request
Change Query Report
I am looking for a change report that would include who the implementor is, Change Type, change ID and status so that we can sort out who is doing what and what status it is at. Really only want in not closed.
RequestLink pointing to old server
Moved SDP from old server running 9336 to new server running 10000 and requestlinks in emails are still pointing to the old server instead of the new server even after removing the $RequestLink placeholder and re-adding it to the templates. Any ideas
Maximum User Desk supported in Free Version
Hi, Is there any limit on the number of user desks it supports in the free version of Service Desk Plus
AUTOMATIC PO TEMPLATE
Does SDP able to make a PO template where we just select a product and then it automatically fills in all the items. So that will save us a lot of time instead of having to fill out every single time because it's the same thing over and over again.
[SDF-77878] Full message chain in an email reply to client / last comment variable
Hi, We are using the ManageEngine service desk pulse (Standard / 5 Technicians / On-Premises). I am trying to get the full email chain each time a reply is sent to the client. So far I have only been able to get the original request but all other replies are
Recurring Reminder for Expired Solutions
We have a number of solutions that we would like to be reviewed on a regular basis. We have the notifications set to remind the solution owner 7 days before a solution expires or is due for review. However, if the solution owner does not remember to
[Free e-book] Solving IT problems using data correlation
Hello folks, We're happy to bring you our latest e-book on using data correlations to solve IT problems. In this e-book, we cover how data correlations help eliminate blindspots and provide 360-degree visibility into IT operations. We also demonstrate
Build 14004 - Custom View Won't Load, Cannot read properties of null (reading 'name')
After upgrading to build 14004 we seem to have a problem only in our production instance, where a custom view containing a filter by requester will never load. Looking at browser console when this happens, I see the following: sdp-requests.js?14004:1
Revert to snapshot failed after upgrade to 10500 failed
Running ServiceDesk Plus 10000 and tried upgrading to 10500. Upgrade succeeded but service would not start even after modifying max heap size. Ran out of time and reverted to the snapshot taken before upgrade, but now service fails to start unless started
Can't connect EWS OAUTH
Hi Team, I hope you can help with an issue we have with the on-premise version of ServiceDeskPlus. Once we save and authenticate the settings we get this message. It seems that Microsoft sees the error 700215 as a client secret that hasn't been encoded
Used Request ID's being assigned
Hello, we recently updated from 13010 to 14004 and since then a small selection of tickets are being assigned used ID's and tickets are not being created. We have a webform on our intranet site, the webform converts the information to an email and sends
ManageEngine ServiceDesk Plus Features Details Required
Dear Team, I need a ManageEngine ServiceDesk Plus Features Details Required
Can't change the order number of an existing asset (workstation)
Hello, When we receive new hardware we always enter the service tag of the hardware (often laptops) and the system will automaticaly create the asset with the po number and the service tag. Unfortunately someone made a mistake and confounded two orders.
Notifying Techs when request count for a specific requester exceeds a threshold
I am Looking to see if there are ways to notify all technicians (via email?) when the total request count for a specific requester exceeds a threshold and resets when the request count goes below said threshold. Not finding anything within the application
Custom Triggers - Email Notification
I am trying to setup a custom trigger for when a certain template is used. I have configured the trigger, provided a name and description and set the Execute on actions to Created. Execute during: Any Time Cascade Execution: execute next rule The criteria
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