Schedule Reports issue
Dear Sir, I have set a schedule report. it works good. If the schedule report doesn't have any data, may I set the system don't send mail ? Thanks. Finley
SDP - Change request status on technician or user reply.
Hi, I was wondering, is there a way to automatically change a request status to "User Responded" when a requester adds a note, replies to a message or attaches another file? Also, when technician does the same, I would like the request to change its status automatically to :Awaiting Response" I've tried to use the business rules, but they seem to lack this functionality. Is there any other way around? Thank you, Miron
New Request Timer Action Not Working...
We have over 1500 tickets in our system, with about 200 of them sitting in an "awaiting a reply" custom status. We've made a process change and decided to close tickets in the "awaiting a reply" status for longer than 10 business days. This works for
Technician Forwarding an Email as the Requester
Hi all, In service-desk products I've used before, I've utilised the ability for techs to forward an email request to the system on behalf of another user. For example, the tech receives a direct email with a request from an end-user called Joe Bloggs,
Import SSL Certificate from command line?
I am wondering if it is possible to import an SSL certificate from the command line rather than being forced to use the GUI. This would let me use the "Certify the Web" app to generate a Let's Encrypt certificate and import it to SDP automatically.
wildcard search in servicedesk plus
is there no way to do a wildcard search in SD+? the search is terrible currently... I've tried regex, %, * can't seem to get anything to work.
deleting/changing on behalf of
we frequently receive requests on behalf of users that the request is not for (i.e. my manager said i need so they put on behalf of the manager when the requester is the one that requires the service). I wanted to know if you can look into an enhancement where an SDAdmin can delete or change who the on behalf of user is. We can change the requester but once the on behalf of field is used, it cannot be changed Thanks Judith
Worklog custom field mandatory
Good morning, Is there any way to make a worklog custom field mandatory?
Revoke Request life cycle
Hello, I have a RLC where there is a need release the ticket from the Life cycle in a specific situation, and change the template. I saw in another topic that this seems to be a feature in the cloud version of SDP. How can a Technician use the Revoke
ServiceDesk Plus On-Premise Free Version
Dear team, One of our clients has obtained a Free Edition license of ManageEngine ServiceDesk Plus (On-Premise) earlier this year. While the activation process was completed without issues, the client would like to confirm the following: Could you please
Change Template
Hi all, Is it at all possible to add a new expander field into a template? I have a use case where I want to add a new field into our Change template, to match existing OOB fields. Example below highlighted with '1'. I don't see any options to do this,
Power BI ERROR: character with byte sequence 0xe2 0x80 0x8b in encoding "UTF8" has no equivalent in encoding "WIN1252";
Executing a query from SDP in Power BI results in the error: ERROR: character with byte sequence 0xe2 0x80 0x8b in encoding "UTF8" has no equivalent in encoding "WIN1252"; It is the FullDescription column in the WorkOrderToDescription table. I saw in
Add a place for custom CSS directly in the ESM portal
When customizing the ESM portal the only place to edit it is in the \ManageEngine\ServiceDesk\custom\style\aesm_portal.css file Currently when upgrading the helpdesk we lost all of our changes in that CSS file Please add a place in the ESM portal where
How can we Update the Request Fields through Request Custom Functions?
Dear All, I would like to have a Request - Custom Function where it updates the Level (field) to "Tier 2" and also updates a Request Additional Field (udf_sline_8711) to "Request Approval Level 1 - Approved". I will be using this custom function in Approval
Assets Display in Request Form ServiceDesk Plus Build 14970
Dear Support Team, I am encountering an issue with asset visibility in ServiceDesk Plus Build 14970. Below is a detailed description of the problem: Problem Description: The initiator has 5 assets assigned to them: Computer Laptop Monitor SIP Phone Tablet
Home Screen Based on Requester's Department or User Group
We are standing up an after-hours call-in help desk which will be setup as users not technicians. We already have one user group for our customers. Their home screen is setup and allows a limited number of Incidents, Requests, and Solutions. Can a separate
Assign technician group based on template
I tried to set up a business rule and a trigger and neither allows me to select a template that is a service request. On a trigger I can get the service template, but field update of the "technician group" is not there On a business rule I can't select
Notification
Hello everyone, I would like to know if it's possible to have the notification here (in the notification icon) in the event that: an approval request is sent to me (pending approval request) and also if there is a response to a comment I made on a request
ServiceDesk Plus Solutions Template
Is there a way to edit a Solutions template in SDP? If so, can someone point me where that ability is - I cannot find it.
Unable to start servicedesk after patching
Hi, I had service desk plus onpremise, v13.0, and wanted to upgrade to the last version. Unfortunately during patching something goes wrong, and now won't start and give this errorr message. Error code 10005 Previous patch not applied properly,hence contact
Unable to connect to mail server. Check configurations and try again.
Scan Failed
unable to Scan Assets
[Webinar] ITOM + ITSM: A unified approach to incident, asset, and change management
Hi there, Is your ITSM team still grappling with: Endless alarm noise causing fatigue Outdated CMDBs causing audit headaches Manual workflows slowing down resolution times Poor visibility into asset dependencies Reactive incident handling We’ve got the
Change Management - Comment
Is it possible to include the approval level 'comment' to the workflow Notification mails? As a comment is mandatory to when approving/denying; the added comment should be visible in Notification as it could contains important remarks.
Query Strings
When we click on Home->Assets (and under All My Assets)->Printers (or any asset), we are directed to the following and do not see the entire product listing of printers (or specified asset). Type=Printer However, when we click on the Assets tab at the top and then click on Printers in the resources area, we are directed to the following which does show the entire product listing of printers. TypeID=3&Type=Printer I was informed that this was fixed in 7013 and so we are now running the latest patch
Restrict technics from editing requests
Good day. Is it a way to restrics technics from editing requests ? I mean base fields like urgency etc . They need to be able to answer\close requests only.
Unable to connect to mail server. Check configurations and try again.
Subtask in Project
Hello everyone, I'd like to know if there's a way to add subtasks to project tasks in Servicedesk Plus. I've already seen "Dependency," but that's not really what we want, but rather subtasks if there are any in the tool. Example: Sincerely
Subtasks in Project Management module
Hi, Do you plan to add subtasks feature for Project Management module? It will allow WBS creation which is a defacto feature for pm softwares.
Agentless scan in Asset Explorer don't work
Hi All. When running the script ae_scan.vbs, the command line says that "successfully scanned the system data, Find this machine details in AssetExplorer server", but the scanned asset does not appear in Asset Explorer.
What should be entered in accountName="ACCOUNT_NAME"
Change Status on Technican reply only for Specify Support Group
Hello, i have a question. We would like to have the "change status on a technician reply to "XX" only for a Specifiy Support Group. As we are working with many groups in the ServiceDesk and not all of them need the change of the Status when a Technican
REPORT ON CHANGE SHOWING CHANGE IMPLEMENTER
How can we generate a report on a change implemented by a particular user? We tried with custom reports but there is no column like change implementer. A query can work as well
Quick Button for 1-Min 3-min 5-min 10-min 15-min worklog entry
Hello Team, Does anyone have a way to make a button or action that will allow us to quickly add a timestamp of a fixed amount to a ticket? Our team is ultra-efficient (if I do say so, myself), but we are looking to shave seconds and "clicks" off the support
Failed upgrade from 13000 to 14205
Hello, we are on version 12008. We changed NTLM SSO to SAML, so now we want to upgrade to latest version (14.7). We have WinServer 2019 and SQL Server 2019. The update from 12008 to 13000 was done succesfully (ManageEngine_ServiceDesk_Plus_12_0_0_SP-1_0_0_Windows.ppm)
Are State Change rules in Request Life Cycle supposed to trigger on all field changes?
I have several transitions leading to the status Open. And at least one of those transitions has If Technician = Empty Field Update->Techician->$LoggedInUser Lets say it's called X Now when any technician transitions from X to Open the Techician value
Integrating service desk with VOIP
I know one of the goals of the service desk is to reduce phone calls But 65% of users still tend to make phone calls What is the solution? How can you really reduce call rates? Does this solve the problem by integrating service desk with VOIP ? Please write about your successful experiences
Get value from pick list with Deluge
We are trying to update a script and during testing we discovered that it is returning more than just the name. This started happening during the last update. We are on build 14940. Here is the part of the script pulling in the value. How do we get the
Display input field if selection is "other"
Hello everyone, I would like to create a custom template in "Incident Template." What I would like to know is that when I use the drop-down list, there are several options and "Other" at the end if the selection isn't in the list of choices. I want when
DueBy Date Report
Hi ALL I need custom report based by next rules: 1) Request age: => 12 Hours 2) Request Status: Not Closed and Not Resolved 3) Field "DueBy Date" is empty / Not Assigned Report must contains next Columns: Request ID Request Status Approval Status Request
System varibale for "created by"?
Hello, we change the requester for certain requests and want to inform the original requester by e-mail when the request is completed. Is there a system varibale for “created by” The information is stored in the request history
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