Disabled user in Active Directory shows up in SDP
Hi All, I've noticed that users still show up in service desk plus even after we disable their accounts and move them out of the active users organizational unit. Is there a way to disable/remove manage engine accounts once they are disabled in active directory?
Auto create Milestone in projects
How I can create a custom functions , once I have create a project automatically the system will create 5 milestones as phases Project X: - Milestone 1 - Milestone 2 - Milestone 3 - Milestone 4 - Milestone 5
Simple summary report
Hello--I'd like to make a simple summary report that shows the count of open request categories and not grouped by anything. Essentially, something like this: Applications 15 Hardware 36 Reports 18 Security 12 I tried creating both Tabular and Matrix
Active Directory Import - No Domain Listed
We currently use quite a few manageengine products and have decided to replace our ITSM with a new solution. I am currently trying to use the trial version of ServiceDesk and when I try to do an ActiveDirectory import, there is no domain listed in the
How to populate pick list options of a custom field from external API
We need to update the options available to a specific pick list custom field, by getting the current items from an external API. the API can return any type of data (CSV, JSON, TEXT, e.g.) because we wrote it ourselves. however, while I'm using the below
Is it possible to remove Administrator user form technician role
Hi, We are using Manageengine servicedesk plus (onsite). We are trying to enable technician login for new technician, but it is giving below error. "Technician login count exceeds the license" Earlier we were using similar number of technicians with similar
[SDF-106048] Any updates on inline images in Notifications?
Hi, Noticed that 'Images in notifications' has been in the implementation' stage for some time. Wondering if I can expect any progress on this in 2023? Thanks!
ManageEngine SMS filtering
Hello everyone, I am very new to using Manage engine and was wondering if there was a way to send SMS to technicians. But I would like to only receive SMS when a Termination ticket comes through (since these are high priority). Is there a way to filter
Module-based delimiters, can you modify them?
I was just going through our settings when I noticed the Delimiter settings for the Mail Server Settings. Does the RE / TA / SO delimiters matter for replies to the notifications? In my notification rules I changed the Subject line to be: # QosTicket
How to share a specific project to any user/team
I have made a project at Manage Engine SDP project module. I want to share the project with my seniors. Is there any way to share a project?
how can I Populate Department name and e posta adress based on selected User name ?
On selecting a user name, ServiceDesk Plus should automatically populate the selected user's department on the department name field and populate the selected user's e mail adress on the email field. its very important for me. greetings from Turkey.
how can I Populate Department name and e posta adress based on selected User name ?
On selecting a user name, ServiceDesk Plus should automatically populate the selected user's department on the department name field and populate the selected user's e mail adress on the email field. its very important for me. greetings from Turkey.
Separate Response DueBy Time per Group in Single Incident Ticket
Hi, We are currently using Service Desk 13.0 Build 13002 and was wondering if there can be multiple fields showing different Response DueBy Time depending on the group assigned? For a single incident ticket, it can be passed around multiple groups wherein
[SDF-39846] is there any way to change location of "On Behalf Of"?
Hi, is there any way to change location of "On Behalf Of"? Rabbany ME SDP 14.0 14003 MSSQL
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
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